1 PUBLIC SERVICE DELIVERY 12242021 Pritha Paudyal and

1 PUBLIC SERVICE DELIVERY 12/24/2021 Pritha Paudyal and Geetanjali Upadhyaya

Agenda 2 1. 2. 3. 4. Principles of public service delivery State of public service in Nepal Components of service design Service delivery improvement plan PCMD - 2019 12/24/2021

What do you see? 3 PCMD - 2019 12/24/2021

4 Do you agree? 1. 2. 3. 4. 5. Public service is affordable. Service seekers are often welcomed. Bureaucrats and bureaucracy have positive connotation. Quality of public service is improving. Public awareness and so the expectations have increased. PCMD - 2019 12/24/2021

5 # People’s PERCEPTION of the state of governance PCMD - 2019 12/24/2021

Service density? 6 Others 10% District administration office 22% Health institution 14% Land administration 13% Municipal office 40% PCMD - 2019 12/24/2021

Source of information? 7 61 61 58 58 35 34 59 58 34 32 33 31 22 19 18 18 17 11 1 No education 2 No formal education Government employees Basic education 5 3 3 Secondary education Previous service receiver 2 Higher education Citizen's charter PCMD - 2019 Own experience 12/24/2021 Total

Multiple attempts? Why? 8 43 44 42 41 40 32 23 21 17 14 16 19 17 17 15 16 14 14 10 8 No education No formal education Incomplete documentation Absence of staff 8 Basic education 8 Secondary education Crowding of service receivers 18 18 18 16 15 13 Higher education Unwillingness of service providers PCMD - 2019 10 9 12/24/2021 Total Lengthy process

Barriers in accessing? 9 Province 7 Province 6 60 27 Province 3 80 44 25 34 90 85 45 51 40 56 16 50 31 Province 2 Province 1 88 39 Province 5 Province 4 61 41 20 80 63 84 41 Language 33 Gender 52 86 33 Not having afno manche Caste/ethnicity PCMD - 2019 12/24/2021

Components of service design (Source: d. School, Standford University)

Service delivery improvement plan 11 Organization Visit Let’s think: If you are the head of the institution, given the legal and budget constraint, if there would be any change you would like to address, what would it be? Why? How? Prepare a plan of action. PCMD - 2019 12/24/2021

12 Thank You PCMD - 2019 12/24/2021