On Bureaucracy and Human Touch

Often time we heard people complaining about red-tapes they are facing when dealing with certain institutions private or public. Public institutions for example are barraged with voices of complains and irritated customers whenever there are problems during the transactions. I am one of those guys who have problem with red-tapes. Recently I lost RM2000.00 simply because I did not comply with some of the (new) regulations of which I am not aware of. When I protest, the only feedback I get is "Saya hanya menjalankan tugas" or "Saya tak boleh buat apa-apa, peraturan memang begitu". Today, I hit it again. One of my paperwork is lost in the wilderness of the red-tape. It is a very important paperwork and can cost me a huge sum of money if it is permanently sucked into the black hole ("Saya tak tahu.. kami tak pernah terima, bagaimana kami nak ambil tahu??").. so what to do?? Actually these are some of the instances that irritate us Malaysians. While the Malaysians may tolerate the imperfect private firm (yes private firms can be sucks big time), the same cannot be said for public institutions as they are big and can be found everywhere. These imperfect govt body gives the ruling party a very bad image since the public services are the representation of ruling party of which people can feel and touch. Maybe we need to think more on the impact of bureaucracy on society at large.

For the time being it seems that bureaucracy is similar to robots. It has functionality but lacks emotion or passion. Maybe we need to think of a way on how to inculcate 'emotions' into bureaucracy so that human can interact with it comfortably. Asking the staff to be 'expressive' such as smiling or thanking is not enough. I have encountered staff who are very polite and friendly who still says "Maaf saya tak tahu, saya hanya menurut perintah". An emotion-ful bureaucracy must have policies or rule that implicitly has human touch in it. A 'three ring then pick up phone' is an example of an emotion-ful bureaucracy albeit of a very small proportions.
A better emotion-ful bureaucracy system of is the one that is able to flag something amiss in the daily process. Something that is not obviously part of the rule but not quite in place. An emotion-ful bureaucracy can assist human to cope with some negative outcome during the whole interaction. Instead of saying "saya tak tahu, saya hanya menjalankan tugas" the emotion-ful bureaucracy may one to sit down with the customer and lay-out the solution plan that will be amicable for both parties. Hmm "Emotion-ful Bureaucracy"?? seems to be a good topic to be researched on.