Waiting

When I find out I’m going to have to go to a government office in the former Soviet Union, I reflexively cringe. I’ve had enough experience with bureaucratic jerks that I know the experience is not going to be a pleasant one. Nevertheless, when I was offered the chance to interview the head of the Education Administration in Gagauzia for my research project, I knew I had to seize it.

My host father Grigory called an acquaintance of his in the Gagauz government and secured a meeting for me at 11:00 on a Monday. After a bit of confusion as to where the Education Administration was located, my host mother Zina dropped me off at city hall at 10:50, letting the secretary know that I had an appointment at 11:00. I took a seat in the antechamber near the secretary’s desk.

City Hall in Comrat

And the waiting began.

As the minutes ticked by on the clock, I got increasingly annoyed. At 11:10 I wasn’t too worried, but by 11:30 I realized that the head of the Education Administration wasn’t even in her office. When people came by to ask where she might be, the secretary just shrugged. She didn’t seem to be aware of my appointment. Another woman was waiting next to me. We spent an hour watching the secretary go about her job, which seemed to involve sorting papers in various file folders and telling the people who dropped by that her boss wasn’t in.

By 12:00, I was starting to get seriously irritated. I had an appointment for 11:00 had waited for an hour, and nobody seemed to think it was appropriate to let me know when the head of the Education Administration was going to be able to see me. I had nothing to do, so I kept going over the questions I had written and re-reading my notes from previous interviews in my notebook.

When I finally piped up with a question about when the head of the Education Administration might be back, the secretary realized from my accent that I was a foreigner. The secretary turned out to be a very pleasant person who was from the same hometown as one of my friends. We chatted for twenty minutes or so, with the woman next to me occasionally chiming in. I started to realize that my situation wasn’t so bad compared to hers. She had been waiting since 8:00 for the head of the Education Administration to see her and deal with her issue. Her problem seemed to be a simple personnel issue, something to do with getting the vacation time she deserved. I wondered why this issue couldn’t be dealt with at a lower level of the bureaucracy, but the woman seemed to have exhausted all her options and decided it was time to go to the top. She was from a village and she had come to town specifically to see the head of the Education Administration and get her issue resolved, even if she had to wait the whole day.

Talking with the secretary relieved some of my anxiety, since I stopped feeling like I was being personally snubbed. While we were talking, the head of Education Administration came in, evaluated the situation in the waiting room, announced that she wasn’t receiving anyone today, but said that she would see us anyways. She then disappeared behind a closed office door. After fifteen minutes, she invited in the woman next to me. After about a half an hour, I got invited in. 

After the annoyance of waiting for an hour and a half, my Russian wasn’t exactly in tip-top condition and I had some difficulty concisely explaining what I wanted. She asked why I had been sitting in the waiting room so “modestly” and I wasn’t sure how to respond. Was I supposed to bang down the door and come marching in? At any rate, she seemed eager to get rid of me, gave me some material to read, and told me to come back before 10:00 on Thursday if I had any questions. This lasted all of ten minutes.

I spent the next three days reading the material, which turned out to be extremely useful for my research. I arrived at 9:20 on Thursday armed with more precise questions, hoping that I might be seen earlier this time.

Two hours later, I made it into the office of the deputy head of education. I wished they had decided to foist me upon the deputy earlier, because the interview was worth the wait. This very efficient woman answered all my questions very precisely in the space of half an hour and even helped me arrange an interview that afternoon with the director of the vocational school in Comrat. (He ended up being extremely hospitable and we chatted for an hour about his vocational school while he plied me with tea and cookies!) When I left the deputy head’s office with my interview notes in hand, I passed by more people sitting in the waiting room.

I wasn’t sure whether to be outraged by the whole affair or to accept it all with an air of resignation. On the one hand, I understand that people who work in the government in Gagauzia are busy. But so are people who work in the government in the U.S., and I can’t imagine that I would be kept waiting for hours if I had an appointment with the superintendent of Mesa Public Schools, which, for the record, is responsible for the education of at least twice as many students. If they couldn’t see you in a reasonable time frame, they’d tell you to come back another time. At the end of the day, I consoled myself with the fact that I got the information I needed, even if it took over 3 hours of waiting.

Apparently my situation wasn’t at all unique. My Russian tutor said that you should expect to wait at least an hour in any government office, regardless of whether you have an appointment. My colleague from the university said she once waited an entire nine-to-five day in a government office just for one signature.

While I appreciate that different cultures have different conceptions of time, what I find the most appalling about this situation is the attitude that it reflects towards citizens. Their time is valuable. Your time is cheap. 

I’m not sure what could be done to fix this situation. It seems like a pipe dream to expect people to make a schedule and stick to it. Some of the problems (like the woman who waited hours to talk to someone about her vacation time) just seem like a pure failure to delegate. I don’t expect the government office culture of Moldova to change anytime soon, but it would be nice for secretaries to at least apologize to those people who have spent hours in the waiting room.