Transcript Public Service Delivery - NASC Document Management System

Effective Service Delivery
Provide high quality services to the citizens in an
equitable & fair manner
Meera Sherchan
[email protected]
Effective service delivery
• Basic philosophy – Good Governance
• Part of good governance
• Goods & services (associated with fundamental HR)
produced & distributed by the government &
public institutions
• Design/delivery of services to the people
effectively
• Satisfaction of people
Citizen’s expectations
• Accessible services with user friendly access
points
• Efficient services in terms of time, procedures
& communication
• Transparent & accountable service delivery
Conclusion:
Effective/Good Service Delivery
Characteristic of GSD from the
perspectives of citizens and service
providers
What is “good” service delivery?
Key learning points
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People centeredness (recognition of their needs)
Courtesy/friendly/supportive
Equity/fairness
Adequate & timely information & services
Accessibility/promptness
Responsive/accountable/transparent
Participative
Sustainability
Characteristic and vision of good service delivery may similar
for users & providers
Approaches to effective service
delivery
• Commitment
(standards)
• Citizen involvement
(satisfaction/feedback mechanism)
• Quality of service
(indicators: satisfaction, cost, time, contact points)
• KAIZEN-change for good
(continuous improvement/quality circle)
Exploring service delivery: key
issues
Video
Case and discussion
Strategies to Make Service Delivery
Effective
Standards/Indicators and redressed
mechanism (Bureaucratic procedure)
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Effective implementation of Citizen charter
• Indicators to M/E of delivery system
• Input indicators/process indicators/output
indicators
• Redressed mechanism to handle users’
grievances
• Administrative ombudsman
Involvement of Citizens/users
(Mobilizing Civil Society Groups /CSOs)
• Service delivery & users’ need
• ICT & role for dialogue with customer
regarding the services & delivery
improvement
• Users involvement to evaluate the activities
doing by government
• Role of CSOs/pressure groups/Upabhokta
Samrakchan manch/Media
Innovation in SD Process
(Use of ICT tool for effective service delivery)
• Application of information communication
technology and (make users aware abt online services)
• Through ICT new marketing communication
strategy can develop (electronic services-online Kiosks)
• Enhance citizen’s engagement/create innovation in
designing delivery system
• Open space office/ergonomics/ Flexi timing
• Benchmark as an improvement tool
Alternative Institutions
(developing partnership)
• Contract management
• Outsourcing /Market testing
• Compulsory competitive tendering (CCT)
• Public/Private/NGOs/CBOs/CSOs
ICT and Service Delivery
• ICT and online services
• Providers/users shares knowledge information
online & create innovation in designing &
delivering system
• Services to be designed according to users’
need/improve bad practices
• “hard to reach” individuals can order
goods/services & payment through online
Following institution should take the
initiation
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Parliament
Government
Administration
People
Social institutions
Donor
Public servant
Conclusion
• Service guarantee and commitment
• Accountable, responsive, transparent & gender
friendly while delivering services
• E-accessibility
• Use of modern technology
Thank you