Access to essential services is a cornerstone of good governance, and Public Facilitation Centers (PFCs) are proving to be a game-changer in simplifying citizen interactions with the government. For marginalized communities, such as those living in tea gardens, PFCs are not just service delivery points—they are lifelines of empowerment and inclusion.

Chondon Kurmai, a student from Subhong Chaban’s tea garden, needed a caste certificate to pursue educational opportunities. Previously, acquiring such documents was an arduous task for tea garden residents, who are often sidelined due to geographical isolation and limited access to government offices. However, Chondon discovered that the PFC at the Borkhola Block Development Office was conveniently located near his home. With relevant documents in hand, he visited the PFC, where the helpdesk guided him through the application process in a single day. To his surprise, the experience was transparent—he received an acknowledgment receipt for the fees paid, and within 23 days, his certificate was ready. What stood out was the proactive approach of the staff, who informed him when his certificate was ready for collection, eliminating the need for multiple visits.

Similarly, Sayan Bhattacharjee, a resident of Arunabond Tea Estate, had long wished to apply for a driving license but was deterred by the distance to the District Transport Office. Upon learning about the PFC in Banskandi Block, he decided to give it a try. The cooperative operator at the PFC assisted him in submitting his application seamlessly, without any hidden or additional charges. For Sayan, this was a transformative experience, as it brought essential government services to his doorstep, a rarity for tea garden communities.

These stories underscore a larger narrative: the inclusion of tea garden communities, who have historically been marginalized and ignored. PFCs are bridging gaps, bringing governance closer to these underserved populations. By decentralizing services, promoting transparency, and fostering trust, PFCs are not just addressing administrative needs but also empowering communities to claim their rights and opportunities.

This model of governance demonstrates the government’s commitment to equity and accessibility, ensuring that even the most overlooked groups are integral to the nation’s progress. For the tea garden communities, PFCs are more than convenience—they are a symbol of hope and inclusion.