Success in the UPSC Civil Services Examination is often celebrated with headlines, ranks and service allocations. But what happens after the examination? Does clearing UPSC automatically make someone a good administrator?
Former Principal Commissioner of Customs Sanjay Gahlot (IRS, 1991 batch), who also served as a Captain in the Indian Army before joining the Indian Revenue Service, believes the real test begins only after entering public service. According to him, knowledge may help someone crack the examination, but integrity, empathy and courage determine whether that person becomes an officer worthy of public trust.
After serving the nation for over three decades, Gahlot took voluntary retirement to mentor UPSC aspirants, write on public policy and share the lessons he learnt through his long administrative journey. In a conversation with Indian Masterminds, he spoke about the changing nature of bureaucracy, the qualities future civil servants need, and why public service is ultimately about people—not power.
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‘A Rank Gets You In. Character Makes You Stay’
For Gahlot, the biggest misconception among aspirants is that success in the UPSC examination guarantees success in administration.
He says the examination only tests knowledge and analytical ability. Real leadership demands much more.
“Clearing the examination demonstrates knowledge; becoming a good officer demands integrity, empathy, sound judgement, emotional intelligence and courage. Technical competence matters, but character determines whether authority is exercised for public welfare or merely administrative convenience.”
According to him, officers deal with situations where laws, people and emotions come together. In such moments, character becomes more important than academic excellence.
Public Service Is About People, Not Files
One incident during his service permanently changed the way he viewed governance. Instead of seeing administration as paperwork and procedures, he realised that every government decision directly affects someone’s life.
“Meeting ordinary citizens whose livelihoods depended on timely and fair administrative decisions taught me that public service is ultimately about people, not files. Every decision carries human consequences.“ He believes empathy, transparency and accountability are not optional qualities. They are essential for anyone holding public office.
Are Today’s Aspirants Joining for the Right Reasons?
Civil services continue to attract lakhs of young Indians every year. While many are inspired by the opportunity to serve, Gahlot admits that job security and social prestige also influence decisions. However, he does not see this as a problem. What matters, he says, is whether officers continue to grow after joining the service.
“Most aspirants remain sincerely committed to public service, though career security and social prestige also influence decisions. The challenge is sustaining idealism after joining service.“
He feels institutions must actively encourage ethical leadership so that officers gradually move from seeking personal success to creating public value.
The Bureaucrat of Tomorrow Will Be Different
The role of a civil servant is changing rapidly.
Digital governance, artificial intelligence, data analytics and technology are reshaping administration. Gahlot believes future officers cannot rely only on traditional administrative skills.
“Tomorrow’s civil servants must combine administrative judgement with technological literacy, data analysis, interdisciplinary thinking and effective communication.” At the same time, he warns that technology should never replace human sensitivity.
According to him, the best officers will be those who combine innovation with compassion and always keep citizens at the centre of decision-making.
Has Bureaucratic Independence Become More Difficult?
In recent years, there has been considerable debate over whether bureaucrats have enough freedom to make independent decisions. Gahlot acknowledges that administration has become more demanding than before. Media scrutiny is constant. Public expectations are much higher. Every decision is examined closely. Yet he believes honest officers can still function independently.
“Decision-making has undoubtedly become more complex due to greater scrutiny, media attention and public expectations. Nevertheless, honest officers can still function objectively if they remain professionally competent, legally sound and committed to institutional values.“
For him, professionalism remains the strongest protection for any civil servant.
Why Many Officers Have Become Risk-Averse
Governance often requires difficult decisions. But increasing accountability has also made many officers more cautious. Gahlot accepts this reality but says fear should never stop administrators from acting in the public interest.
“Governance cannot progress without informed risk-taking. Officers should make transparent, evidence-based decisions within the legal framework.“ He believes institutions must distinguish between honest mistakes and deliberate misconduct. If every decision is viewed with suspicion, officers may avoid taking necessary initiatives.
Lateral Entry Can Strengthen Governance
The debate over lateral entry into civil services continues to divide opinion. Gahlot sees it as an opportunity rather than a threat. According to him, specialists can complement career civil servants if the recruitment process remains transparent and merit-based.
“Lateral entry can complement the civil services by bringing specialised expertise, provided recruitment remains transparent and merit-based.”
However, he says the larger reforms required for rebuilding public trust go beyond recruitment. They include faster service delivery, simpler procedures, ethical leadership, technology-driven governance and continuous training for public officials.
Building Trust Is the Biggest Challenge
For Gahlot, public trust remains the foundation of governance. He believes citizens judge governments not merely by policies but by everyday experiences at government offices. An honest, efficient and compassionate officer can strengthen confidence in institutions far more than any slogan. He says reforms should focus on making governance simpler, faster and more citizen-friendly.
Service Beyond Government
Although he chose voluntary retirement after more than three decades in public service, Gahlot feels his responsibility towards society has not ended. Today, he mentors UPSC aspirants and writes on governance and public policy.
For him, sharing experience with the next generation is another form of nation-building. His message to young aspirants is simple: clearing UPSC is an achievement, but becoming a respected civil servant requires lifelong learning, integrity and compassion. As he puts it, knowledge may open the door to public service, but it is character that determines how an officer serves the nation.
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