Digitalisation remains a slogan, not a service

We speak endlessly about “prosperity through digitalisation,” but the ground reality tells another story. The Ceylon Government Railway proudly offers online ticket booking, yet when a train is cancelled the refund cannot be processed online. Passengers are forced to visit a major station with identity documents—a complete negation of the very purpose of digitalisation.

My own experience illustrates the problem. At 3.30 p.m. the nearest station claimed they had no funds and directed me to Fort. When I explained that the travel cost exceeded the refund, I was told to return the next morning. At 9.30 a.m. the following day, I was informed the station master had “gone for a meal.” Only on the third attempt, after being told again to come at 9.00 a.m., was the refund finally issued.

If this is the state of a simple railway refund, what hope is there for the rest of the public service? Half-baked digitalisation only burdens citizens, wastes time, and undermines public trust. Until systems are completed and accountability enforced, digitalisation will remain nothing more than a slogan—not a service.

Upali Weerasinghe