RESPONSIVENESS AND TRUST BUILDING Key question o What

RESPONSIVENESS AND TRUST BUILDING

Key question o What are public services for?

Responsiveness is how well the civil service meets the legitimate expectations of the population. Level of achievement (average over the whole population) and distribution (equitable spread of the achievement to all segments of the population) Bringing human face in the governance systems, processes and activities. Responsiveness in service delivery: listening,

Responsiveness is fundamental, because it relates to basic human rights. Health systems, education, economic, political and cultural systems share responsiveness as a goal. Responsiveness includes: dignity, confidentiality, autonomy, prompt attention, social support, basic amenities, and choice of provider. § WHO Strategy for the Measurement of Responsiveness

Role Play

Responsiveness Responsiveness is about engagement with people It is foundation of anticipative governance It is about creating trust It is to reinforce the role definition of civil servants It is initiating behaviour change for effective public service delivery It is serving for women, poor and excluded with human face and being empathetic

Responsiveness and trust building Responsive Governance Trust Listening to citizens Informing citizens Respondi ng to public concerns

Case : “Sincere Efforts” (Gopal Bhandari) and "Food Shortage" (Sunita) Please read the case carefully and then share in plenery: To what extent did the servive provider listen, inform and respond to the request of sunita What strategies did Gopal develop to improve the public image of the health post in terms of Listening, Responding and Informing?

Listening to citizens

Informing citizens

Responding to public concerns

Responsiveness Be prepared to handle difficult situation, Believe in self and take initiative with commitment but know your limitations Have constructive engagement with all the stakeholders—support, recognition, ownership and trust Be transparent—inform and get informed

Game: A-B SELL

How? Listening Be attentive to the service recipients. Be open minded, unbiased and have learning attitude. Pro-activeness and soliciting—make them speak, consult them on what they look for. Presence of mind. Analytical: to situation and people, and cross validation.

How? Responding Empathetic Non-reactive but pragmatic Timely Dealing with difficult situation and people Receive inputs and feedback

How? Informing Quality information (Timely, preciseness, appropriateness, honesty) Updated and continuous Ensure people understand the information and feel comfortable with the information provided Appropriate use of technology/ICT

Trust building framework Service provider Integrity and ethics Effective communication Positive attitude Learning attitude Competency Process Simplifying process Promptness M&E Grievance redress Clear information Trust Building Feedback Institution Vision Values Legal & policy documents Structure

Responsiveness : inextricably linked Trust is the function of accountability, responsiveness and integrity. In absence of responsiveness, accountability becomes mechanical. Responsiveness demands quality interaction between public organization and citizens. Being responsive means reducing gaps between state and people Integrity is the foundation for accountability and responsiveness.