public sectors,monopoly

yesterday just happened to be at passport office for a fresh passport second time the first being a unsuccessful attempt what was shocking to me was the procedure which an individual has to go through and the more surprising thing was the people applying for passport i wonder how huge is the population the passport saga is never ending... when i visited the office it was 10.00 just when the office get started and mind it time given to me was 10.15 i.e while online filling the form i thought our central government is so systematic they have allocated time slot to individual but not so surprising the scenario wasn't same there were 150 people waiting in the queue just to get the token number and at the end of the day they has distributed 300 token imagine 300 people 1000 rs each that comes to around 3lakhs rs per day and 78lakhs per month assuming 26 days(only from thane passport office) but no service to the consumer such is the scenario of monopolistic or rather public sectors are concerned what they forget is that consumer is the king and if you dont treat them as a king your brand name will never rise thats is evidentially proved by the esteemed brand image our public sector enjoys the question is whether monopolistic market must concentrate on this factor or rather stay happy with the profit as consumer has no other option what they forget is that in a public sector domain the offices which they run are the mirror of the government work wake up govt this wont be tolerated for a long time