‘compete with confidence’

3.2 Public Service Delivery

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Bikash Bohara
Section Officer
Federal Parliament Secretariat

CEDEP Nepal, Putalisadak, Ktm

Phone: 01-4220255/9741199604
Web: www.cedepnepal.com.np
F/B : www.facebook.com/nepal.cedep
 What is Public Service Delivery (PSD) ?
It is the process of delivering essential goods and
services to the people in effective and prompt manner.
It Includes Womb to tomb activities.

Principles of Public Service Delivery

• Legitimacy
• Accountability
• People oriented
• Economy & Efficiency
Contd….
• Quality
• Adequate Choice Opportunities
• Time Bounded
• Access & Participation
• Social Justice
• Citizen Satisfaction
Characteristics of Public Service Delivery

• Legitimacy
• Continuity
• Reliability
• Specification
• Quality
• Process & System
• Time bound
• Target Group
• Grievance & Compensation
• Delivery Mechanism
 Importance of Public Service Delivery
• To promote public interest
• To build better state & People relationship
• To bridge gap between state & Public
• To ensure legitimacy of the government
• To protect social justice & security
• To promote good governance
• To maintain quality of service delivery
• To establish public welfare state
• To fulfill the duties of state towards people
 Institutions involved in promoting Public Service
Delivery in Nepal
• Public Organizations
Constitutional bodies, Ministries, Departments,
Regional offices, District Offices,
• Local bodies
Municipality & Rural Municipality
• Non Governmental Organization
Different NGOs & INGOs
• Charities
Different Philanthropic Charities
 Four Criteria to measure
effectiveness of Public Service
Delivery
• Customer Satisfaction
Maximization of people’s satisfaction
• Cost
Less as far as possible
• Time
‘No Delay & Promptness’ in Public Service
Delivery
• Focal Point
A coordination mechanism should be
there and proper Grievance Handling as
well.
‘Good Governance’ is the core value
of PSD
 Role of service deliverer in PSD

• Role as a Representatives
• Role as a Communicator
• Role as a Facilitator
• Role as a Regulator
• Role as a Negotiator
• Role as an executor
• Managerial Role
 Responsibilities of Service
Receiver in PSD
• To be aware about prevailing rules &
regulations
• To follows the laws
• To pay regular taxes
• To obey process & procedural
• To possesses positive attitude
• To be participative
• To take interest in Public Information
Provisions to promote PSD in Nepal
Legal Provisions
• Constitution of Nepal (2072)
• Consumer Protection Act, 2054
• Civil Service Act, 2049 & Rules, 2050
• Good Governance (Management &
Operation) Act, 2064 & Rules, 2065
• Right to Information Act, 2064 & Rules,
2065
 Institutional Provisions
• State organs & Constitutional Bodies
• Ministries
• Secretariats
• Commissions
• Departments
• Central Organizations
• Regional Organizations
• District Organizations
• Local Bodies: District Coordination Committee,
Municipality & Rural Municipality
• Public Enterprises
• NGOs, INGOs etc
Strengths of current PSD system in Nepal
• Fixed Laws & Rules
• Efforts to simplify the procedures & process
• Continuous efforts to improve institutional
capabilities of Govt. organizations
• Policy of Good Governance
• Practice of Citizen Charter
• Adoption of Participative Decision Making Process
• People Centric Service Approach
• Promotion of Transparency
• Public Private Partnership Approach
 Weaknesses of PSD in Nepal
• Unable to address people’s choice & voice
• Service is not reached to targeted groups
• Complex process & procedurals
• Lack of quality services
• Access of Elites
• Lack of optimum utilizations of available
resources
• No proper coordination between costumer &
service provider
• No proper evaluation mechanism
• Based on paper works rather than ICTs.
Improving ways of Public Service Delivery
• Legal & Policy Reforms
• Procedural Reforms
• Institutional Reforms
• Proper Human Resource Development
• Promotion of E-governance
• Proper promotion of PPP model in service
delivery
• Consumer Satisfaction Assessment
• Behavioral Reforms
• Political & Administrative Commitments
Thank You !!!