![Citizen Centric Service Delivery eWorld Forum New Delhi Naimur Rahman Director, OneWorld Foundation India [email_address]](https://image.slidesharecdn.com/nrahman-110829041022-phpapp01/85/N-rahman-1-320.jpg)
N rahman
- 1. Citizen Centric Service Delivery eWorld Forum New Delhi Naimur Rahman Director, OneWorld Foundation India [email_address]
- 2. Bird's Eye-view on the Provision of Public Services Significant investment by Government of India (GOI) and the state governments to expand the reach of public services Reasonable degree of success in providing access to basic services. While certain States have recorded significant accomplishment in some schemes / programmes, overall the consolidated outcome of public service investment are not encouraging. States of Madhya Pradesh, Bihar and Delhi have adopted legislation on “Right to Service” to ensure delivery of defined category of services within a stipulated timeframe to citizens who demand them
- 3. Systemic Issues in Public Service Delivery Corruption in delivery of services as diverse as health care, education, power, land administration, and the police Compounded with ‘ monopoly power ’ of sole provider of service Bureaucratic complexity and capacity gaps of service providers Weakness of accountability mechanisms: inadequate civic pressure to demand service quality and standards .
- 4. Benchmarks of Effective Public Service Delivery Access Ease with which the citizens can avail the entitlements and/or the facilities. Information Availability of relevant information in public domain: details about its decisions & functions, allocation of public resources, and the way citizens can interact with the system to draw benefit and monitor performance. Equity Most of the public services are targeted to serve the poor and marginalised. Equity and fairness therefore become central to service delivery framework Efficiency & Responsiveness Entitlements and rights of the people must be delivered efficiently – with agreed standards of quality and reliability, and at the least cost. Government agencies delivering public service must be responsive to the citizen
- 5. Instruments of Improving Public Service Delivery - I 1. Process Innovation for Simplifying Transactions Adapted from . Mitchell & Breen (2007)
- 6. Instruments of Improving Public Service Delivery - II 2. Decentralisation Most appropriate mechanism for responsive and participatory governance. Efficiency gains and responsiveness by matching of public services with diversified preferences of the people. Participatory planning at decentralised levels enhances the potential of local innovation with accompanying productivity gains 3. Enhancing Public Accountability Strengthening Public Accountability is emerging as a key strategy for improving public services. Social Audit Citizen Report Cards (CRCs) The Community Score Card (CSC) Public Expenditure Tracking Survey (PETS)
- 7. Improving Public Service Delivery – Select Examples Process Innovation for Simplifying Transactions Geo-Informatics for Forest Rights Panchayat Level ICT Ecosystem for Improved MGNREGS delivery Sevottam Framework of DAR&PG – Service Quality Management System in Pro-Poor Public Services Computerisation of Paddy Procurement under PDS in Chhattisgarh Decentralisation MGNREGA for Naxal affected areas Water and Sanitation Management Organisation (WASMO) Ghogha Rural Drinking water Supply Project Enhancing Accountability Project Vasundhara - Odisha Citizen Report Cards- Bangalore
- 8. Geo-Informatics for Forest Rights
- 9. ICT Ecosystem for MGNREGS