Improving Public Service Delivery Role of Government Sanjay Gihar, IAS Secretary Public Grievance Government of Goa
Purpose Mahatma Gandhi once said: “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so. ”
Objective Ø An Effective, Efficient and Prompt service delivery system derives its moral and ethical basis from the “Gandhian Philosophy” Ø It is the duty of every government to ensure delivery of quality of service in a stipulated time frame. Ø Reduce corruption, increase transparency and accountability.
The Goa (Right of citizens to time bound Delivery of public services) Act 2013 This Act deals with various aspects like: Ø Defining various Rights to Public Services. Ø Notification of Public Services and time limits. Ø Appeals Ø Powers of appellate authorities. Ø Penalty for non compliance of orders Ø Penalty for not providing public services. Ø Compensation.
Necessities Effective Delivery System Requires: Ø Decentralization Ø Special focus on certain departments like Municipal Bodies, Panchayats, Licencing Departments etc. Ø Minimum paperwork Ø Redistribution of manpower Ø User Friendly Portals (Under Digital India) Ø Incentives and encouragement. Ø Realistic timelines.
Thank You Be the change you want to see in the world. -Mohandas Karmchand Gandhi