PUBLIC SERVICE DELIVERY IN PRACTICE Rajendra Adhikari Director
PUBLIC SERVICE DELIVERY IN PRACTICE Rajendra Adhikari, Director of Studies
Modality 2 Organization visit Classroom sessions and group works Sharing the learning by participants in groups Debriefing GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Session outline 3 Publicness of public service State of public service GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
What is happening here? 4 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Aggression or trust? 5 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Aggression or trust towards DAO—Government? 6 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Context and Theoretical Arguments 7 Publicness in the public services (Haque, 2001) �We evaluate publicness in the following dimensions: the degree of public-private distinction—service norms impartiality and openness, equality and representation, monopolistic and complex nature, and longer and broader social impacts; the publicness of public service may become questionable if these features are marginalized GSD-psd-2017 -BAT-32 -Janaki 1/13/2022 by the principles of business management
Context and Theoretical Arguments 8 composition of service recipients –a greater number implies a higher degree of publicness nature of the role played in society – broader/more intensive role represents its wider societal impacts public accountability –public hearings, grievance procedures public trust – credibility, leadership, and responsiveness of public service to serve the GSD-psd-2017 -BAT-32 -Janaki 1/13/2022 people
Context and Theoretical Arguments 9 Publicness of services encompasses to the services: � to the public; � Designed on behalf/for the public; � Denoting to public goods; � that held accountable by the public; However publicness is 'difficult to determine in what sense precisely and originally called any service is public'. Source: WHAT IS PUBLIC ABOUT PUBLIC SERVICES? Brendan Martin (a background paper for the World Development Report, 2004, Making Services Work for Poor People) GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Theoretical argumentation 10 1. How public is public service? Arthur Ringeling Prof. em. of Public Administration Erasmus University Rotterdam 2. Efficiency vs justice 3. User's cost vs cost of public service – can citizen or government define the cost? GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Theoretical argumentation 11 Theory of public service efficiency (Andrews & Entwistle, 2014) Productive – output maximization Distributiveequity Synthesi s? Allocative – Dynamicprojected service gap in demand supply GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Public Service Survey 2016 12 Methods and Materials � 38 districts (Terai and Hill) � 4 public offices – District Administration Office, District Development Committee, Land Revenue and Municipalities � 1374 respondents � Client exit interview � User’s perception theory GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
3. Evidence- rethinking public service 13 Use of agency � Nearly own � More four in ten people were able to receive services on their women require accompany � Reasons : lack of information and confidence to interact with service provider GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
3. Evidence… 14 Attempts made to receive services � About six in ten received services in single attempts � More women were to receive service in single attempts � Reason: inadequate document and lack of clear information Patronage in service process – having someone known has benefits in service receiving GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
3. Evidence… 15 User's: additional expenses � Around � Mean 80 percent had additional expenses in cash additional expenses – NPR 853 (Land administration and development related activities were more expensive) GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
3. Evidence… 16 Days spent to receive services � 6 � in 10 within a day 3 in 10 within 2 to 3 days � Days increase for land administration and development activities Time to receive service after reporting service center � 3. 45 hours GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
3. Evidence… 17 Presence of intermediary � Three out of ten clients took support of intermediary � Average cost – NPR 1, 056. 00 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
3. Evidence 18 Satisfaction with service quality � Nearly 70 percent clients were either fully or partially satisfied Reasons � Convenient � Good service behaviour of service provider � Service as expected GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
3. Evidence 19 30% were dissatisfied Reasons � unsystematic � costly service � unfriendly � service behaviour of service provider not as expected � inconvenient � delay service or complicated service in service GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
4. Rethinking Public Services 20 Public service is under pressure as there are increasing public awareness and expectations promoted by civic education, social media and technological advancement. Define and design- Customer as co-producer of services. End-user efficiency- Reform on public service should ensure cost reduction on people’s side while accessing the public services. GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
4. Rethinking… 21 Criticisms of Nepal’s public service �Process oriented �Cost- users pay additional cost �Time �Costumer orientation GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
4. Rethinking… 22 Does it solve public problem? How to establishing entitlements? How to reach bottom of pyramids and reducing cost to access services? GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Don’t tell your answer 23 How do you define public service? What are underlying principles of public service? What is current status of public service in Nepal? How can public service be improved? What is your role in delivering public service effectively? GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
24 Organization Visit: Magh 19, 2074 Inland Revenue Office, Area-3, Lazimpat, Kathmandu GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
25 Assignment: Group A: Physical aspects of Organization � Location of the organization (proximity of service recipients, road facility) � Infrastructure (land building, utilities, parking facility, seating arrangements, restroom facilities for service recipients etc. ) � Office layout and arrangements for service Group Members – R. N. 1 -7 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Organization Visit 26 Group B: Objective and functions of the Organization � Vision, mission and objectives of the organization � Major functions and range of services provided � Interrelation/ interdependency with other organizations Group Members: R. N. 8 -14 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Organization Visit 27 Group C: Structure and Staffing � Departmentation (How the work is divided and organized) � Reporting relationships (who reports to whom) � Where the decisions are made � Total no. of staff (darbandi and existing) Group Members: R. N. 15 -21 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Organization Visit 28 Group D: Organizational Culture and practices: � Communication pattern (how people interact each other) � How the decisions are made (participation, involvement etc. ) � Punctuality of staff members and availability � Service orientation, commitment and dedication Group Members: R. N. 22 -27 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Organization Visit 29 Group E: Service Delivery Service process flow (where and how services start and end) Average no. of service recipients served per day Technology (use of software, ICT ) General impression of the service recipients Group Members: R. N. 28 -33 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Learning Recapitulation 30 A group of three people: Lessons learnt (Overall summary of lessons from organization visit and major points from the presentation) Group Members: R. N. 5, 20, 30 GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
Rules of game 31 Prepare presentation in flip chart highlighting major points of assignment Presentation time: 20 mins. each Work on presentation-Wednesday-Magh 24 Session-I Nominate team leader for presentation Presentation begins from sharply at 12: 10 pm Friday (Magh 24, 2074) GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
32 Thank You GSD-psd-2017 -BAT-32 -Janaki 1/13/2022
- Slides: 32