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OCI submission at CKGS in Washington DC
The paper application submission at CKGS Washington DC office was a pleasant surprise. It was a piece of cake.

I arrived an hour earlier (my wife is extra careful), signed myself in and got my ticket. The waiting area is clean with plenty of empty seats. The staff on the other side of the counter seemed nice and polite. No one was yelling (like in other government offices) at the customers. I was called in much earlier than my scheduled appointment time. I met with a nice lady at the counter. She patiently and politely went through the application packet, screened and processed efficiently. And I was all done in about 10 minutes. She even made a copy of a missing OCI page from my original.

After a rather harrowing experience of submitting online application multiple times, being compelled to cancel for one reason or other, calling the call center seven or eight times and receiving inconsistent information (some agents were knowledgeable; all of them were professional and polite), combing through chaotic and inconsistent online instructions strewn over multiple documents and websites (some, like the background of the passport photo; should that be white or not white? are absolute garbage), I was ready to give up getting my OCI reissued. I honestly thought that I may never visit India again.

Well, not everything appears to be hopeless. The fine lady at the CKGS counter told me that it will take 4-6 weeks to get the OCI back. Let us see what happens. I would like to believe her.

I wish the designers of the online filing system at MEA and CKGS would map the journey of the customers and think about how not to drive them total nuts. While much stride has been made in improving the customer's experience, making the right instructions available still has a long way to go.
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