Citizens’ Voice Coimbatore (CVC), a consumer, civic and environmental outfit, has urged the Tamil Nadu government to undertake a comprehensive review of Regional Transport Office (RTO) services and introduce reforms to ensure transparent, time-bound and citizen-friendly service delivery.

In a representation submitted to the Additional Chief Secretary to Government, Transport Department, the organisation sought the introduction of a Citizens Charter prescribing service standards and timelines for all RTO services. It also called for periodic audits of software and outsourced service providers, simplification of procedures that cause delays, review of driving licence and registration certificate renewal requirements, and citizen feedback-based performance evaluation of RTO offices.

The organisation said citizens continued to face delays in obtaining routine services such as issuance and renewal of driving licences, registration certificate-related services, transfer of ownership and change of address despite the introduction of computerisation and online platforms. Repeated visits to RTO offices were often necessitated due to server issues, connectivity problems, delays in printing and dispatch of documents and pending applications, it said.

CVC said the continued presence of intermediaries around several RTO offices indicated that procedural complexities and delays persisted despite efforts to digitise services and reduce human intervention. It urged the Department to identify systemic bottlenecks that facilitated such practices.

The organisation also called for better coordination among Coimbatore’s four RTO offices and suggested that applicants be allowed to complete services such as change of address through a centralised system without having to approach multiple offices.

Comparing the delivery of driving licences and registration certificates with the passport system, the outfit said the government could study and adopt logistical practices used by the Passport Department, including the use of Speed Post for document delivery. It also suggested giving applicants the option to either collect documents from RTO offices or receive them through postal delivery on payment of prescribed charges.