Effective Service Delivery Provide high quality services to

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Effective Service Delivery Provide high quality services to the citizens in an equitable &

Effective Service Delivery Provide high quality services to the citizens in an equitable & fair manner Meera Sherchan m_sherchan@yahoo. com

Effective service delivery • Basic philosophy – Good Governance • Part of good governance

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

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”

Characteristic of GSD from the perspectives of citizens and service providers What is “good” service delivery?

Key learning points • • People centeredness (recognition of their needs) Courtesy/friendly/supportive Equity/fairness Adequate

Key learning points • • 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) •

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

Exploring service delivery: key issues Video Case and discussion

Strategies to Make Service Delivery Effective

Strategies to Make Service Delivery Effective

Standards/Indicators and redressed mechanism (Bureaucratic procedure) – Effective implementation of Citizen charter • Indicators

Standards/Indicators and redressed mechanism (Bureaucratic procedure) – 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

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

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

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

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 • • Parliament Government Administration People Social institutions

Following institution should take the initiation • • Parliament Government Administration People Social institutions Donor Public servant

Conclusion • Service guarantee and commitment • Accountable, responsive, transparent & gender friendly while

Conclusion • Service guarantee and commitment • Accountable, responsive, transparent & gender friendly while delivering services • E-accessibility • Use of modern technology

Thank you

Thank you