Effective Service Delivery Provide high quality services to
- Slides: 17
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 • 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 • • 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) – 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 • • 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
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