⚠️ Citizen Service Portal & Bribery Concerns: A Reality Check
Personal ExperienceDigital GovernanceAnti‑CorruptionTimeline: 02 Feb 2025 → 22 Aug 2025
Government portals promise speed and transparency. My last six months tell a different story: a critical login flow that blocks citizens, unanswered escalations, and an on‑ground process that ended with an outright bribe demand. This post documents everything I experienced so other citizens know what to expect—and what to record.
🎯 Why I’m Writing This
On 02 February 2025, I discovered a blocking issue on the Citizen Service Portal. During mobile number verification, the username field was not enterable, making account creation/verification impossible. I reported it immediately and kept following up. As of 22 August 2025, the bug still persists from my vantage point. This shows not just a technical problem, but how governance systems neglect citizen experience.
The Bug in One Line:Mobile verification step prevents entering the username; flow cannot be completed. URL: https://tamilnilam.tn.gov.in/citizen/updateProfile.html
📬 What I Tried (And What Happened)
E‑mailed the portal’s listed contact addresses → No actionable response.
Called the phone number listed on the same page → Number was incorrect.
Raised the issue with the TN CM Helpline multiple times → initial calls were cut, later I was told, “Necessary action will be taken.”
Followed up again the next week → same response, no fix.
These failures left me with no alternative but to go through physical offices and middlemen for services that should have been simple online. This is where the larger issue starts.
🧭 When I Needed a Patta Transfer
A few months later, I had to apply for a patta transfer. I visited our VAO office to confirm the exact land sub‑division. Despite being polite, I was not heard and got no guidance. With the portal still broken, I used a CSC center to file the application and paid the official fee. A government service designed for self‑reliance turned into dependency on third‑party centers.
🛰️ Site Visit & The Bribe Demand
The surveyor scheduled a visit, inspected the land, and while returning was accompanied by a few other people. In front of the official's, I was asked to pay a bribe 9–10× the official fee, allegedly “for higher officers.” This was not implied—it was explicit. Officials bringing outsiders during official duty raises strong suspicion that bribery is institutionalized.
Why this feels systemic: A broken portal funnels citizens to intermediaries, while on‑ground teams normalize “extra” payments. When technology fails and accountability is vague, corruption thrives.
🗂️ Timeline at a Glance
02 Feb 2025 — Reported portal bug (username not enterable during mobile verification).
Feb–Mar 2025 — E‑mails sent; phone on site found to be wrong. Multiple calls to CM Helpline; assurances of “necessary action.” VAO office visit for sub‑division info; no assistance provided. Patta transfer filed via CSC; official fee paid. Survey completed; bribe 9–10× demanded in presence of officials.
Mar–Apr 2025 — Unresolved
May 2025 — Unresolved
Jun 2025 — Unresolved
Aug 2025 — Unresolved
22 Aug 2025 — Portal issue still observed; no formal resolution communicated.
❓ What I Expect from Authorities
1) Fix the Portal
Resolve the mobile verification username bug; publish a changelog and announce the fix. Maintain clear service‑status dashboards.
2) Correct Contacts
Ensure phone numbers and e‑mails on government portals are accurate and staffed; audit them quarterly.
3) SLA & Tracking
Give citizens a ticket ID, SLA, and escalation path. Share anonymized resolution metrics every month.
Create simple public resources listing official fees, processes, and citizen rights. When people know the rules, they can resist corruption.
🧰 Tips for Fellow Citizens
Record dates, names, and call IDs. Keep e‑mail headers and acknowledgments.
When possible, video/audio record interactions per local law; redact private data before sharing.
Pay only via official channels and collect receipts. Avoid cash to intermediaries.
Escalate in writing; ask explicitly for a written decision and turnaround time.
My position: I followed the rules, paid official fees, and still met a wall of silence and a blatant bribe demand. This is not a one‑off glitch—it is a governance gap.
🚨 Call to Action
I request the TN Revenue Head management and Ministers to conduct awareness campaigns, publish clear fee guidelines, and provide public courses on citizen rights. This won’t cost much but will empower the below‑middle‑class citizens like us to resist corruption.