RESPONSIVENESS AND TRUST BUILDING Key questions How was
RESPONSIVENESS AND TRUST BUILDING
Key questions How was your experience when you first visited a public office? o How are women, poor and excluded being served by the existing governance system? o
Responsiveness Responsiveness in service delivery is about listening, supporting and responding to people and their needs. It is also about bringing human face in the governance systems, processes and activities. The quality of service implies the ‘value for money’.
Role Play
Learning 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
Learning 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
Listening to citizens
Informing citizens
Responding to public concerns
Responsiveness and trust buidling Trust Responsiv e Governanc e
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.
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