Despite a plethora of citizen-centric welfare measures, the widely held perception in India seems to be that the Government continues to be in a compassion deficit. Many may not agree. They would feel that the gargantuan size of the government and the multifarious matters the government handles leave little time and opportunity for compassion in individual cases. In this short narrative, I discuss the issue of social responsibility and compassion in public service. I have furnished a few examples that would show that empathy can be embedded into the very structure of governance. 

Case studies from around the world

In 2013, Japan Railways (JR) planned to shut down a rural station, Kyu Shirataki, on the JR Hokkaido line, due to negligible passenger traffic. However, they discovered that one high school girl, Kana Harada, relied on the train daily to get to and from her school -- Hokkaido Engaru High School. Rather than disrupt her education, they postponed the stations closure till she did her high school graduation. Accordingly, the train stopped only twice a day once in the morning to pick her up and once in the afternoon to drop her off. The station officially closed in March 2016, immediately after her graduation. This story gained international attention in 2016 and was widely praised as a symbol of social responsibility and compassion in public service, highlighting how Japanese values prioritize education and community well-being, even when its not economically beneficial. 


Yet another case of social responsibility and compassion in public service was the initiative of the Transportation Security Administration (TSA) in the U.S., which launched a programme called TSA Cares to support travellers with disabilities, medical conditions, or other special needs. Instead of treating every passenger the same, TSA began listening to concerns from advocacy groups and individuals who found airport security stressful or inaccessible. In response, they created:(a) a dedicated helpline for travellers needing assistance, (b) personalized support at checkpoints, including escorts and modified screening procedures ;(c) a training programme for staff to better understand and accommodate diverse needs. This wasnt about adding more technology or tightening security it was about human-centered design, where empathy led to real improvements in how people experience travel. It demonstrated that even large bureaucracies can be responsive and kind when they choose to listen.

The European Union Strategy on the Rights of the Child in 2021 is yet another example of social responsibility and compassion in public service.  The European Commission launched a comprehensive strategy to protect and promote the rights of children across the EU. What makes this initiative truly special is that it was co-created with over 10,000 children from different member states.

Instead of assuming what children need, the EU held consultations directly with children, asking about their experiences and ideas; it created child-friendly versions of the strategy, with input from kids on the language, visuals, and examples used, it launched the EU Childrens Participation Platform in 2022 to ensure children have a voice in policymaking.

Empathy can be embedded in governance

This initiative wasnt just symbolic it led to real commitments like: Ensuring free and effective access to education, healthcare, and housing for children in need; Promoting child-friendly justice systems and protection from violence; and Making digital spaces safer and more inclusive for young users. The initiative was a powerful reminder that empathy can be embedded into the very structure of governance. Now I am writing about a case in an ancient  Odisha village, again involving school education like the example of Japan. Village Bira Balabhadrapur, just ten kilometres from Puri city, was established in 1649 during the reign of Gajapati King Balabhadra Dev. Lord Gopinath is the presiding Deity. The Temple is 400 years old. The Swayambhu Idol of Lord Gopinath is worshipped there. The ancient village has an ancient Tank named after Shri Gopinath. It has an area of 30,000 sft, it is thirty feet deep, and its holding capacity is about 5 lakh gallons. Over a period of time, the surplus discharge arrangement has been choked, causing stagnation of water. Inhabitants are facing difficulties over this issue. Elderly persons of the village have requested the government for financial assistance for the renovation work. These details have been furnished here only to highlight that it is a case of a very ancient and enlightened village close to Puri city. The situation could be far worse in a remote tribal village in Odisha. National Highway No. 314 between Bhubaneswar and Puri, passing through Malatipatpur, posed problems for the inhabitants of Bira Balabhadrapur and neighbouring villages. Students of Mahant Gadadhar High School had to cross the busy National Highway to reach the school and return home. Since the heavy traffic on the NH was posing a serious risk to the lives of the small children, Bimal Nandan Mahapatra, an Advocate and an elderly resident of the village, requested the NH authorities in writing to provide a pedestrian underpass on the NH. The NH authorities rejected the request. That was in 2012-13. Shri Mahapatra did not give up. He filed a petition in the Orissa High Court. Fortunately, a PIL case WP (C) No 20529 of 2014 was registered. Honble High Court ordered on July 5, 2023, in favour of the petitioner and directed the NH authority to provide the pedestrian underpass with a service road and complete it by the end of January 2024. Work commenced thereafter and is still in progress, but is expected to be completed in a month, in July 2025.The octogenarian resident, Bimal Nandan Mahapatra, finally succeeded in his efforts to provide a safe passage for the children of the village after almost 13 years. 

Two issues in this case deserve special mention. Shri Mahapatra had requested the NH authorities to provide this facility. Normally, the NH authorities, while building the Highway, should have considered the case of the students when the Highway was coming as a barrier between the students and the school, and on their own should have provided the underpass. They did not. When a formal request was made, they only rejected the request. In the High Court, the case was fought for years, and finally, a favourable order was made only after nine years. 

(DISCLAIMER: This is an opinion piece. The views expressed are the authors own and have nothing to do with OTVs charter or views. OTV does not assume any responsibility or liability for the same.)

Government Odisha Government