Feelings Dying in the Files: Bureaucracy, Power and Insensitivity

 Feelings Dying in the Files: Bureaucracy, Power and Insensitivity

When governance becomes more about ego than service – when feelings are dying in the files, when the face of power becomes devoid of empathy, democracy becomes a machine with more rules and less relationships.– Dr. Satyawan Saurabh The greatest tragedy of our time is not that society is full of injustice, but that empathy is disappearing. In a country where governance was supposed to be a symbol of “service”, the word “bureaucracy” has now become synonymous with “arrogance” and “lack of vision”. When this alliance of power and bureaucracy is combined with insensitivity, the system takes on a brutal form.For an ordinary citizen, today the government is not a living institution but a machine – filled with rules, not emotions. To solve even a small problem, one has to wade through a forest of files. From picking up the phone to answering it, every step is a wall – that wall is called bureaucratic insensitivity.

Faces buried in files and lost humanity The original purpose of the bureaucracy was to facilitate citizens, provide transparency in administration and ensure consistency in policies. But gradually, this class became limited in its boundaries. By staying close to power, it transformed “service” into “power-sharing”. Today, officials have become representatives of power, not representatives of the public. Decisions on files are now taken not with empathy, but with a mentality of “who to please and who to avoid”. This mentality has taken away the vitality of governance.

The bureaucracy has now developed an “administrative arrogance” that sees any criticism as hostility. Files are held up for months, appointments are held up for years, and when answers are sought, the statement is “in process.” This “process” has become synonymous with excuses. The public’s questions are answered on paper, but the justice response is lost in the void.The brilliance of power and the darkness of responsibility Power is inherently attractive. It empowers individuals, but it also tests their character. Unfortunately, the politics of our time have treated this power as a “privilege,” not a “responsibility.” Those in power remain active as long as they receive praise.

But in moments of criticism or disagreement, their tolerance breaks down. This is a terrible manifestation of insensitive power – where public suffering is reduced to statistics, and compassion dies in the language of statistics.

Every time a tragedy occurs—an accident, a riot, or corruption—the ruling class issues a few tweets and statements, dismissing its “duty.” Meanwhile, the ground administration produces only reports, which are filled with statistics and not compassion. This situation undermines the spirit of democracy, which begins and ends with “the people.”

Insensitivity also has its roots in society.Insensitivity has become a disease not only of the administration but also of society. Today, videos of accidents are made, but very few people have the courage to pick them up. It is easy to praise the suffering of the poor, but difficult to help. This is the same mentality that has created a deep gap between the government and the public.

While those at the top talk about “policies”, those at the bottom talk about “bread”. In between is bureaucracy – a wall, not a bridge. This is the tragedy that is eroding democracy from within. This communication gap between the public and the government may one day shake the foundations of democracy.

The journey from a civil servant to a “government”There was a time when government officials were called “public servants”. The term now seems like a joke. Today’s administration has become so procedural that it has forgotten humanity. In a world of files and laws, “sensitivity” has become an exception.It is a disturbing truth that the very system designed to serve the public now looks at citizens with suspicion. Instead of providing services to the people, officials have started to doubt their intentions. This suspicion goes against the spirit of democracy.

This psychological distance between bureaucracy and power is now deepening social inequality. Roads reach villages only when votes are needed. Teachers are kept in schools only when the media is clamoring, and medicines arrive in hospitals only when ministers are scheduled to visit.This insensitive system turns the life of the common citizen into a “torment of waiting” that never ends.

This is not a failure of governance, but a decline in understanding.This culture of insensitivity has become a permanent companion of power. Power seeks only “control”, it does not know how to “listen”. This is why governance has become about “ruling”, not about “understanding”.

Democracy survives as long as dialogue and empathy are maintained. But when both power and bureaucracy are separated from the people, democracy becomes a mere formality – a celebration to be celebrated every five years.

We have forgotten that the essence of governance lies in humanity. Laws are useful only if they protect humanity, and administration is legitimate only if it takes responsibility for the suffering of its citizens.The Challenge of Neo-Democracy and the Path to Reform

Power needs to be made synonymous with service again.Both officials and leaders must understand that their positions are not privileges, but responsibilities. There is life behind every decision, not just rules. Files are meaningless unless they reflect human stories.It is time to make emotional intelligence a policy imperative in governance. Training bureaucrats should teach not just protocol but also empathy.

If the dignity of office is not combined with a sense of service, every policy will remain incomplete.

What is needed today is not “inefficient administrative machinery” but “human administration” – where the suffering, dignity and life of citizens are at the heart of every decision.A call to revive democracy

The real reform of our time will be to restore empathy towards bureaucracy and power. The seriousness of the law must be accompanied by the tenderness of humanity. Because history is witness - wherever the government ignored human suffering, the revolution responded.The beauty of democracy lies in its mercy, not in its harshness.If today we could not revive humanity amidst bureaucracy and power, future generations will remember us as the "Insensitive Age".

And then perhaps this question will resonate -"Have we made governance more important than people?"

Therefore, the need of the hour is -Administration must learn to see the person before the process.

And to listen to power before governing.