Effective Service DeliveryProvide 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