Features
Customer Service in a Septic Isle

by Septic Service Michael Patrick O’Leary
Mellifluous Amiability
During our lengthy visit to the UK from Sri Lanka, my wife and I went to the Walter Sickert exhibition at Tate Britain. I bought Matthew Sturgis’s hefty biography of the painter from the Tate shop and found it an absorbing read. Sickert was a handsome, witty and charismatic figure, friend of Degas and Whistler, with more female conquests than a rock star of today. Sturgis authoritatively dismisses crime writer Patricia Cornwell’s absurd notion that Sickert was Jack the Ripper. In the summer of 1917, the Sickerts went to Bath. “Bath is it”, Sickert wrote. “The mellifluous amiability of west-country gaffers & maidens …” He took a studio at 10 Bladud Buildings.
My wife and I decided to celebrate our Silver Wedding anniversary by spending a week in “a luxury Regency apartment in the historic and cultural city of Bath.” I have enjoyed many visits to the city over many decades. I had not visited the city since I left England in 1998 and I was shocked to see what the once-elegant and sophisticated Bath has become.
The “cultural city” seems to have become a venue for stag and hen parties. There were huge gangs of bizarrely attired young women roaming the streets and hordes of shouty, boozy young men whizzing recklessly around pedestrian areas on Escooters. All the restaurants and pubs in Bath are jam-packed and noisy. Bath has entered the contemporary world with a vengeance and turned into a Benidorm located in boozy Britain itself.
Oxters of Maskless Strangers
I am a methodical, kind of a chap, and I planned meticulously in advance. Before setting off from London, I stored as much vital information as I could on my smart phone and made sure the dread gadget was fully charged. My OCD nature was no match for GWR (Great Western Railways), who were providing our transportation, or for the property rental company providing our accommodation.
My target was to check in at our Bath accommodation at 16.00. The tube trains heading for Paddington were scrunched to the gills with unmasked passengers in shorts, many of them carrying cute little dogs, (like the one which allegedly voided on Johnny Depp’s bed) which seem to be this year’s fashion accessory in Britain. We contrived to arrive at Paddington Station with plenty of time to spare to catch the 14.02 Bristol Temple Meads train which stops at Bath Spa. The passengers awaiting that train were getting cricks in their necks looking up at the information board to see which platform to go to. Screaming hyper-active infants were writhing about on the ground where the miniature dogs had micturated and humans had vomited.
It was way past 14.02 when the information board told us that the train was “preparing” but the board still did not tell us which platform to go to. The concourse was throbbing with sweating, obese, tattooed people. When the go-ahead was given to board the train, the masses wobbled forward menacingly but I did not panic, because I had reserved seats in Coach H. Except….. there was no Coach H! A very stressed GWR functionary manandwoman-handled us on to the train. We were left standing in the train corridor for the entire two hour journey with our faces in the oxters (not all armpits are charm pits) of maskless strangers, buffeted by back packs.
No Admittance
We were glad when we arrived at Bath Spa station but the place was upheavaled because of building works. There was also an unexplained police presence, which surprised our Bath friends, who thought Bath police station had been closed because of government cuts. British police these days only investigate pronouns not real crimes. Disrupted Britain. The prime minister (at time of writing) Liz Truss celebrates disruption.
In days of yore, we might have been able to relax in the café of Debenhams department store just opposite the station. The store had been operating since 1813 but closed in May 2021. We waited a long time for a taxi but it was only a short drive to our accommodation. On the taxi journey I noted that, despite the demise of Debenhams, most of the nationwide retail chains were represented – Primark, Waitrose, Marks and Spencer – and each had in their doorway their statutory homeless person with dog (or two). Food banks and street sleepers have become part of the warp and woof (pun intended) of British life (along with shuttered-up shops) even in affluent locations like Bath Spa. There is even a statue of a homeless man and dog outside one Bath store.
Blocked Passage
I had been notified by an email from the rental company that the keys would be in a box which could be accessed by using the code 4774. I had made a note of that number on my phone as well as on old-fashioned paper. The key box did not open in response to code 4774. I had been told to ring a mobile number at the rental company when we arrived. I did so, but nobody answered. I also sent three WhatsApp messages which were ticked as being received, but, to this day, no one has responded.
We went to the Queensberry Hotel opposite the apartment and made phone calls to several of the rental company’s numbers while consuming very expensive beer. Nobody answered any of the calls. The hotel receptionist was anxious to help and gave us an address at Bladud Buildings (a few doors away from Sickert’s studio) which he said was the office of the rental company. The streets of Bath are steep and the sun was intense but we went to Bladud Buildings and found that there was no office there, only rented apartments. Luckily, one of the tenants at Bladud Buildings (a young man with rather fetching black nail varnish and much metal facial furniture) used his phone to call another number. I spoke to someone who suggested that I try the key code 1812. The tenant said that was the code he had been given to access his apartment at Bladud Buildings. We climbed back up the punishing incline to Royal Crescent. I tried 1812 and it worked.
I note that a six-bed apartment (popular with the hen-parties that roam the streets of Bath) in Bladud Buildings was available in 2017 for a rate of “From £1,277 per night”. At today’s exchange rate that is LKR 512,277 per night. The company that locked us out is clearly doing well, although there was a note in our apartment reminding us that refuse bags were expensive.
The boss of the rental company (whom I will call A) seems to have a penchant for overblown language. In spite of our travails, we got a standard message on departure expressing confidence that we would have had an “amazing time.” When I first told A about our problems getting into the apartment she said she was “mortified”. She said “I feel terrible for you both. Certainly not the arrival we want any of our guests to have. Please accept my sincerest apologies.” That is fair enough, but I detect a strategy often adopted by organisations dealing with customer complaints. A said, “I don’t understand why your calls were not answered? Did you have J’s and the main office numbers?” Later, I got an email from the Office Manager, whom I will call B) who remarked in passing, “Normally we are all extremely organized so I am unsure how this has happened.” No admittance of fault. Sorry, it must be me.
An Absence of Humans
Office Manager B did clarify something for me. There was no human being actually available from the rental company when we were locked out. I had dealings with at least eight people at the rental company. A said, “I was at Lucknam Park for my anniversary so didn’t have reception.” I was also trying to celebrate my anniversary, but I am a mere paying customer, so don’t worry about me, just pardon me for interrupting your celebration. Sorry to be a nuisance.
Office manager B said, “I was actually on leave when you arrived.” B promised to contact K (who had given us the misinformation that banished us to the street) “when he returns to the office later today”. K does not work on Fridays, so why did he ask me to phone him? B said she would speak to J (the Property & Logistics Manager who had claimed to have sent me the correct code) “when he returns to the office on Thursday”. At the time B was writing this A was “currently out of the country.” Lights on, nobody home.
More about customer service in my next article.
Features
A plural society requires plural governance

The local government elections that took place last week saw a consolidation of the democratic system in the country. The government followed the rules of elections to a greater extent than its recent predecessors some of whom continue to be active on the political stage. Particularly noteworthy was the absence of the large-scale abuse of state resources, both media and financial, which had become normalised under successive governments in the past four decades. Reports by independent election monitoring organisations made mention of this improvement in the country’s democratic culture.
In a world where democracy is under siege even in long-established democracies, Sri Lanka’s improvement in electoral integrity is cause for optimism. It also offers a reminder that democracy is always a work in progress, ever vulnerable to erosion and needs to be constantly fought for. The strengthening of faith in democracy as a result of these elections is encouraging. The satisfaction expressed by the political parties that contested the elections is a sign that democracy in Sri Lanka is strong. Most of them saw some improvement in their positions from which they took reassurance about their respective futures.
The local government elections also confirmed that the NPP and its core comprising the JVP are no longer at the fringes of the polity. The NPP has established itself as a mainstream party with an all-island presence, and remarkably so to a greater extent than any other political party. This was seen at the general elections, where the NPP won a majority of seats in 21 of the country’s 22 electoral districts. This was a feat no other political party has ever done. This is also a success that is challenging to replicate. At the present local government elections, the NPP was successful in retaining its all-island presence although not to the same degree.
Consolidating Support
Much attention has been given to the relative decline in the ruling party’s vote share from the 61 percent it secured in December’s general election to 43 percent in the local elections. This slippage has been interpreted by some as a sign of waning popularity. However, such a reading overlooks the broader trajectory of political change. Just three years ago, the NPP and its allied parties polled less than five percent nationally. That they now command over 40 percent of the vote represents a profound transformation in voter preferences and political culture. What is even more significant is the stability of this support base, which now surpasses that of any rival. The votes obtained by the NPP at these elections were double those of its nearest rival.
The electoral outcomes in the north and east, which were largely won by parties representing the Tamil and Muslim communities, is a warning signal that ethnic conflict lurks beneath the surface. The success of the minority parties signals the different needs and aspirations of the ethnic and religious minority electorates, and the need for the government to engage more fully with them. Apart from the problems of poverty, lack of development, inadequate access to economic resources and antipathy to excessive corruption that people of the north and east share in common with those in other parts of the country, they also have special problems that other sections of the population do not have. These would include problems of military takeover of their lands, missing persons and persons incarcerated for long periods either without trial or convictions under the draconian Prevention of Terrorism Act (which permits confessions made to security forces to be made admissible for purposes of conviction) and the long time quest for self-rule in the areas of their predominance
The government’s failure to address these longstanding issues with urgency appears to have caused disaffection in electorate in the north and east. While structural change is necessarily complex and slow, delays can be misinterpreted as disinterest or disregard, especially by minorities already accustomed to marginalisation. The lack of visible progress on issues central to minority communities fosters a sense of exclusion and deepens political divides. Even so, it is worth noting that the NPP’s vote in the north and east was not insignificant. It came despite the NPP not tailoring its message to ethnic grievances. The NPP has presented a vision of national reform grounded in shared values of justice, accountability, development, and equality.
Translating electoral gains into meaningful governance will require more than slogans. The failure to swiftly address matters deemed to be important by the people of those areas appears to have cost the NPP votes amongst the ethnic and religious minorities, but even here it is necessary to keep matters in perspective. The NPP came first in terms of seats won in two of the seven electoral districts of the north and east. They came second in five others. The fact that the NPP continued to win significant support indicates that its approach of equity in development and equal rights for all has resonance. This was despite the Tamil and Muslim parties making appeals to the electorate on nationalist or ethnic grounds.
Slow Change
Whether in the north and east or outside it, the government is perceived to be slow in delivering on its promises. In the context of the promise of system change, it can be appreciated that such a change will be resisted tooth and nail by those with vested interests in the continuation of the old system. System change will invariably be resisted at multiple levels. The problem is that the slow pace of change may be seen by ethnic and religious minorities as being due to the disregard of their interests. However, the system change is coming slow not only in the north and east, but also in the entire country.
At the general election in December last year, the NPP won an unprecedented number of parliamentary seats in both the country as well as in the north and east. But it has still to make use of its 2/3 majority to make the changes that its super majority permits it to do. With control of 267 out of 339 local councils, but without outright majorities in most, it must now engage in coalition-building and consensus-seeking if it wishes to govern at the local level. This will be a challenge for a party whose identity has long been built on principled opposition to elite patronage, corruption and abuse of power rather than to governance. General Secretary of the JVP, Tilvin Silva, has signaled a reluctance to form alliances with discredited parties but has expressed openness to working with independent candidates who share the party’s values. This position can and should be extended, especially in the north and east, to include political formations that represent minority communities and have remained outside the tainted mainstream.
In a plural and multi-ethnic society like Sri Lanka, democratic legitimacy and effective governance requires coalition-building. By engaging with locally legitimate minority parties, especially in the north and east, the NPP can engage in principled governance without compromising its core values. This needs to be extended to the local government authorities in the rest of the country as well. As the 19th century English political philosopher John Stuart Mill observed, “The worth of a state in the long run is the worth of the individuals composing it,” and in plural societies, that worth can only be realised through inclusive decision-making.
by Jehan Perera
Features
Commercialising research in Sri Lanka – not really the healthiest thing for research

In the early 2000s, a colleague, returning to Sri Lanka after a decade in a research-heavy first world university, complained to me that ‘there is no research culture in Sri Lanka’. But what exactly does having a ‘research culture’ mean? Is a lot of funding enough? What else has stopped us from working towards a productive and meaningful research culture? A concerted effort has been made to improve the research culture of state universities, though there are debates about how healthy such practices are (there is not much consideration of the same in private ‘universities’ in Sri Lanka but that is a discussion for another time). So, in the 25 years since my colleague bemoaned our situation, what has been happening?
What is a ‘research culture’?
A good research culture would be one where we – academics and students – have the resources to engage productively in research. This would mean infrastructure, training, wholesome mentoring, and that abstract thing called headspace. In a previous Kuppi column, I explained at length some of the issues we face as researchers in Sri Lankan universities, including outdated administrative regulations, poor financial resources, and such aspects. My perspective is from the social sciences, and might be different to other disciplines. Still, I feel that there are at least a few major problems that we all face.
Number one: Money is important.
Take the example American universities. Harvard University, according to Harvard Magazine, “received $686.5 million in federally sponsored research grants” for the fiscal year of 2024 but suddenly find themselves in a bind because of such funds being held back. Research funds in these universities typically goes towards building and maintenance of research labs and institutions, costs of equipment, material and other resources and stipends for graduate and other research assistants, conferences, etc. Without such an infusion of money towards research, the USA would not have been able to attracts (and keeps) the talent and brains of other countries. Without a large amount of money dedicated for research, Sri Lankan state universities, too, will not have the research culture it yearns for. Given the country’s austere economic situation, in the last several years, research funds have come mainly from self-generated funds and treasury funds. Yet, even when research funds are available (they are usually inadequate), we still have some additional problems.
Number two: Unending spools of red tape
In Sri Lankan universities red tape is endless. An MoU with a foreign research institution takes at least a year. Financial regulations surrounding the award and spending of research grants is frustrating.
Here’s a personal anecdote. In 2018, I applied for a small research grant from my university. Several months later, I was told I had been awarded it. It comes to me in installments of not more than Rs 100,000. To receive this installment, I must submit a voucher and wait a few weeks until it passes through various offices and gains various approvals. For mysterious financial reasons, asking for reimbursements is discouraged. Obviously then, if I were working on a time-sensitive study or if I needed a larger amount of money for equipment or research material, I would not be able to use this grant. MY research assistants, transcribers, etc., must be willing to wait for their payments until I receive this advance. In 2022, when I received a second advance, the red tape was even tighter. I was asked to spend the funds and settle accounts – within three weeks. ‘Should I ask my research assistants to do the work and wait a few weeks or months for payment? Or should I ask them not to do work until I get the advance and then finish it within three weeks so I can settle this advance?’ I asked in frustration.
Colleagues, who regularly use university grants, frustratedly go along with it; others may opt to work with organisations outside the university. At a university meeting, a few years ago, set up specifically to discuss how young researchers could be encouraged to do research, a group of senior researchers ended the meeting with a list of administrative and financial problems that need to be resolved if we want to foster ‘a research culture’. These are still unresolved. Here is where academic unions can intervene, though they seem to be more focused on salaries, permits and school quotas. If research is part of an academic’s role and responsibility, a research-friendly academic environment is not a privilege, but a labour issue and also impinges on academic freedom to generate new knowledge.
Number three: Instrumentalist research – a global epidemic
The quality of research is a growing concern, in Sri Lanka and globally. The competitiveness of the global research environment has produced seriously problematic phenomena, such as siphoning funding to ‘trendy’ topics, the predatory publications, predatory conferences, journal paper mills, publications with fake data, etc. Plagiarism, ghost writing and the unethical use of AI products are additional contemporary problems. In Sri Lanka, too, we can observe researchers publishing very fast – doing short studies, trying to publish quickly by sending articles to predatory journals, sending the same article to multiple journals at the same time, etc. Universities want more conferences rather than better conferences. Many universities in Sri Lanka have mandated that their doctoral candidates must publish journal articles before their thesis submission. As a consequence, novice researchers frequently fall prey to predatory journals. Universities have also encouraged faculties or departments to establish journals, which frequently have sub-par peer review.
Alongside this are short-sighted institutional changes. University Business Liankage cells, for instance, were established as part of the last World Bank loan cycle to universities. They are expected to help ‘commercialise’ research and focuses on research that can produce patents, and things that can be sold. Such narrow vision means that the broad swathe of research that is undertaken in universities are unseen and ignored, especially in the humanities and social sciences. A much larger vision could have undertaken the promotion of research rather than commercialisation of it, which can then extend to other types of research.
This brings us to the issue of what types of research is seen as ‘relevant’ or ‘useful’. This is a question that has significant repercussions. In one sense, research is an elitist endeavour. We assume that the public should trust us that public funds assigned for research will be spent on worth-while projects. Yet, not all research has an outcome that shows its worth or timeliness in the short term. Some research may not be understood other than by specialists. Therefore, funds, or time spent on some research projects, are not valued, and might seem a waste, or a privilege, until and unless a need for that knowledge suddenly arises.
A short example suffices. Since the 1970s, research on the structures of Sinhala and Sri Lankan Tamil languages (sound patterns, sentence structures of the spoken versions, etc.) have been nearly at a standstill. The interest in these topics are less, and expertise in these areas were not prioritised in the last 30 years. After all, it is not an area that can produce lucrative patents or obvious contributions to the nation’s development. But with digital technology and AI upon us, the need for systematic knowledge of these languages is sorely evident – digital technologies must be able to work in local languages to become useful to whole populations. Without a knowledge of the structures and sounds of local languages – especially the spoken varieties – people who cannot use English cannot use those devices and platforms. While providing impetus to research such structures, this need also validates utilitarian research.
This then is the problem with espousing instrumental ideologies of research. World Bank policies encourage a tying up between research and the country’s development goals. However, in a country like ours, where state policies are tied to election manifestos, the result is a set of research outputs that are tied to election cycles. If in 2019, the priority was national security, in 2025, it can be ‘Clean Sri Lanka’. Prioritising research linked to short-sighted visions of national development gains us little in the longer-term. At the same time, applying for competitive research grants internationally, which may have research agendas that are not nationally relevant, is problematic. These are issues of research ethics as well.
Concluding thoughts
In moving towards a ‘good research culture’, Sri Lankan state universities have fallen into the trap of adopting some of the problematic trends that have swept through the first world. Yet, since we are behind the times anyway, it is possible for us to see the damaging consequences of those issues, and to adopt the more fruitful processes. A slower, considerate approach to research priorities would be useful for Sri Lanka at this point. It is also a time for collective action to build a better research environment, looking at new relationships and collaborations, and mentoring in caring ways.
(Dr. Kaushalya Perera teaches at the Department of English, University of Colombo)
Kuppi is a politics and pedagogy happening on the margins of the lecture hall that parodies, subverts, and simultaneously reaffirms social hierarchies.
By Kaushalya Perera
Features
Melantha …in the spotlight

Melantha Perera, who has been associated with many top bands in the past, due to his versatility as a musician, is now enjoying his solo career, as well … as a singer.
He was invited to perform at the first ever ‘Noon2Moon’ event, held in Dubai, at The Huddle, CityMax Hotel, on Saturday, 3rd May.
It was 15 hours of non-stop music, featuring several artistes, with Melantha (the only Sri Lankan on the show), doing two sets.
According to reports coming my way, ‘Noon2Moon’ turned out to be the party of the year, with guests staying back till well past 3.00 am, although it was a 12.00 noon to 3.00 am event.

Having Arabic food
Melantha says he enjoyed every minute he spent on stage as the crowd, made up mostly of Indians, loved the setup.
“I included a few Sinhala songs as there were some Sri Lankans, as well, in the scene.”
Allwyn H. Stephen, who is based in the UAE, was overjoyed with the success of ‘Noon2Moon’.
Says Allwyn: “The 1st ever Noon2Moon event in Dubai … yes, we delivered as promised. Thank you to the artistes for the fab entertainment, the staff of The Huddle UAE , the sound engineers, our sponsors, my supporters for sharing and supporting and, most importantly, all those who attended and stayed back till way past 3.00 am.”

Melantha:
Dubai and
then Oman
Allwyn, by the way, came into the showbiz scene, in a big way, when he featured artistes, live on social media, in a programme called TNGlive, during the Covid-19 pandemic.
After his performance in Dubai, Melantha went over to Oman and was involved in a workshop – ‘Workshop with Melantha Perera’, organised by Clifford De Silva, CEO of Music Connection.
The Workshop included guitar, keyboard and singing/vocal training, with hands-on guidance from the legendary Melantha Perera, as stated by the sponsors, Music Connection.
Back in Colombo, Melantha will team up with his band Black Jackets for their regular dates at the Hilton, on Fridays and Sundays, and on Tuesdays and Thursdays at Warehouse, Vauxhall Street.
Melantha also mentioned that Bright Light, Sri Lanka’s first musical band formed entirely by visually impaired youngsters, will give their maiden public performance on 7th June at the MJF Centre Auditorium in Katubadda, Moratuwa.
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