3.2 Public Service delivery

Public Service and Public Service Delivery

Question 1: Introduction and Importance of Public Service Delivery and Explanation of Citizen Charter as the Cornerstone of Public Service Delivery.

Introduction to Public Service Delivery

Public service delivery refers to the services provided by the state, in accordance with the law, to promote the welfare, facilities, and interests of the public by appropriately mobilizing and managing resources. It involves the identification, management, and equitable distribution of public resources. It is a mandatory responsibility of the state and a right of the citizens. Public service delivery acts as a bridge establishing interrelation between the government and the people, ensuring social justice and equality through the provision of education, health, communication, transportation, and basic needs.

According to the Public Service Campaign Operation Guideline, 2065, “Public service is the public goods, facilities, or any form of service provided by the service provider to the service recipient.”

Importance/Objectives/Role/Strengths of Public Service

• Protecting sovereign citizens.
• Earning public trust by the government.
• Ensuring good governance.
• Establishing interrelation between the state and citizens.
• Strengthening public trust and confidence in the state.
• Fostering a sense of ownership among citizens towards the state.
• Implementing the state’s responsibilities practically.
• Equitable distribution of democratic values and benefits.
• Providing social justice and security.
• Proper implementation of laws.
• Establishing the legitimacy and validity of governance.
• Ensuring government presence at citizens’ doorsteps.
• Protecting national unity, integrity, and sovereignty.
• Providing easy, simple, quick, and transparent services and facilities.
• Ensuring public satisfaction with services.
• Realizing the concept of a welfare state overall.

Citizen Charter

In 1991, UK Prime Minister John Major introduced the concept of the Citizen Charter to improve public service delivery, which was later adopted worldwide. A citizen charter is a unilateral commitment by a service provider to deliver public services. It is also known as a citizen rights charter, guaranteeing services from the state. Its primary objective is to make service delivery transparent, accountable, simple, and effective while keeping service recipients informed. It establishes a relationship between service providers and recipients.

In Nepal, based on the recommendations of the High-Level Administrative Reform Commission, 2048, the citizen charter was legally introduced through the Good Governance Act, 2064. The Good Governance Regulation, 2065 specifies that a citizen charter must detail the services provided, their nature, procedures to be followed by recipients, time taken, responsible officials and their offices, fees, and required documents. Currently, the Citizen Charter with Compensation Guideline, 2069 is also in effect.

Citizen Charter as the Cornerstone of Public Service Delivery (Necessity/Importance)

• Makes public service delivery effective.
• Brings transparency to public entity operations and procedures.
• Ensures citizens’ rights to access public services.
• Provides advance information on service nature, responsible officials, time, cost, procedures, required documents, and grievance officers.
• Supports equitable distribution of democratic benefits.
• Makes public services predictable.
• Simplifies service delivery processes.
• Scientizes public services.
• Empowers service recipient citizens.
• Develops cordial relations between service providers and recipients.
• Increases bureaucratic efficiency and effectiveness.
• Makes bureaucracy accountable and ethical.
• Brings public needs and desires to the government’s attention.
• Contributes significantly to establishing good governance.

Thus, the citizen charter serves as the cornerstone of public service delivery.

Conclusion

Since citizens are the masters and public officials are their servants, public service delivery must address public aspirations and needs. Reducing time, cost, procedure, and distance (TCDP) while increasing quality and customer satisfaction (QC) is essential. The citizen charter plays a pivotal role as the cornerstone in making public service delivery effective.

Question 2: Mention the Bases of Public Service Delivery and Write About the Provisions Made by the State for Service Delivery

Introduction

Public service delivery refers to the services provided by the state, in accordance with the law, to promote the welfare, facilities, and interests of the public by appropriately mobilizing and managing resources. It involves the identification, management, and equitable distribution of public resources, being a mandatory responsibility of the state and a right of the citizens. The state has established constitutional, legal, and institutional mechanisms for public service delivery.

Bases of Public Service Delivery

• Constitution, acts, rules, policies, guidelines.
• Fundamental rights, state’s directive principles, policies, and obligations.
• Plans, policies, programs, and budgets.
• State structure and governance system.
• Global norms and socio-economic environment.
• International commitments, treaties, agreements.
• Judicial precedents.
• Demands and desires of service recipients.
• Capacity of state mechanisms.
• Political party manifestos, etc.

Policy Provisions for Public Service Delivery

• Equality in service delivery.
• Just distribution of resources.
• Special provisions for marginalized groups.
• Aimed at good governance.
• Commitment to socialism.
• Effective, result-oriented, and quality service delivery.
• Establishment of social security and justice.
• Priority to basic services.
• Adoption of recommendations from various administrative reform commissions and committees.

Overall, the following constitutional, legal, institutional, and other provisions have been made:

(a) Constitutional Provisions

• The Constitution of Nepal includes provisions for fundamental rights, state’s directive principles, policies, and obligations, three-tier government, three state organs (executive, legislature, judiciary), and constitutional bodies to ensure citizen-friendly, quality, and impartial service delivery.

(b) Legal Provisions

• Local Government Operation Act, 2074.
• Civil Service Act, 2049, and Regulation, 2050.
• Work Performance and Work Division Rules of the Government of Nepal.
• Good Governance (Management and Operation) Act, 2064, and Regulation, 2065.
• Right to Information Act, 2064, and Regulation, 2065.
• Annual budget, periodic plans, and economic administration-related acts and rules.
• Consumer Protection Act, 2075.
• Corruption Prevention Act, 2059.
• Public Service Campaign Operation Guideline, 2065.
• Decision Process Simplification Guideline, 2065.
• Integrated Service Center Operation Guideline, 2065, and Standards, 2069.
• Citizen Charter with Compensation Guideline, 2069.
• Various acts, rules, and guidelines for public interest and welfare.

(c) Institutional Provisions

• Ministries, departments, constitutional bodies, and subordinate bodies of the Government of Nepal.
• Provincial and local governments.
• Public enterprises.
• Civil society and consumer groups.
• Non-governmental organizations (NGOs/INGOs).
• Private sector.
• Development partners.
• Charitable organizations.

(d) Other Provisions

• Public hearing system.
• One-stop and integrated service systems.
• Grievance management and help desk.
• Mobile services.
• Spokesperson and information officer.
• Toll-free telephone service.
• Citizen charter.
• Establishment of service centers.
• Token system.
• Complaint box.
• Service with a smile.
• Hello Government.
• Service satisfaction survey.
• Use of websites and social media for information dissemination.

Conclusion

Alongside the initiation of a system to deliver various services and facilities for public welfare, campaigns to make public services effective and citizen-centric have been ongoing. In line with democratic methods and procedures, the state delivers public services for public welfare. The method of service delivery is guided by the country’s geographical situation, economic, social, political environment, and citizen awareness levels.

Question 3: Explain the Concept and Prevailing Models of Public Service and Provide Arguments Supporting the Statement that Public Service is the Element Maintaining National Unity and Integrity

Concept of Public Service

With the inception of the state and governance, a system to deliver various services and facilities for public welfare began. The belief developed that the state must deliver public services in line with public aspirations through democratic methods and processes to promote public welfare. Public service delivery refers to services provided by the state, in accordance with the law, to promote public welfare, facilities, and interests by appropriately mobilizing and managing resources. The method of service delivery is guided by the country’s geographical situation, economic, social, political environment, and citizen awareness levels.

Concepts like citizen charters, New Public Governance (NPG), good governance, public satisfaction surveys, grievance redressal mechanisms, and e-governance have been developed to enhance the effectiveness of public service delivery.

Prevailing Models of Public Service Delivery

1. Direct Service Delivery:
   • Traditional services (e.g., peace and security, monetary services, revenue collection, defense), regulatory services (formulation and implementation of acts, laws, policies, and rules), welfare services (services for neglected, oppressed, disabled individuals, social security), and basic needs fulfillment services are generally provided directly by the state.
2. Privatization of Services:
   • Large infrastructure projects, tourism development, information and communication services, transportation, etc., are provided by engaging the private sector or through public-private partnerships.
3. Alternative Service Delivery:
   • Services are provided by the government through private, cooperative, community, non-governmental organizations, development partners, and other sectors.
4. Decentralization of Services:
   • The central government decentralizes authority and resources to provincial/regional and local governments to enhance service effectiveness and quality.

Services are delivered through government, semi-government, private sector, public-private partnerships, marketization, community mediums, non-governmental organizations, cooperatives, voluntary and civil society organizations, external development partners, and others.

Public Service as the Element Maintaining National Unity and Integrity

• Public services protect the welfare, facilities, and interests of the general public.
• The state delivers services as per public expectations.
• Resources are appropriately mobilized and managed through government, private, and partnership models.
• The state fulfills its duty to ensure citizens’ right to services through service delivery.
• It establishes a positive interrelation between the government and citizens.
• Public services promote social and economic equality.
• They fulfill basic needs like education, health, communication, and transportation.
• They ensure good governance and peace.
• Overall, they uphold sovereignty, national unity, and integrity.

Thus, public service is the element maintaining national unity and integrity.

Conclusion

Public service involves the identification, management, and equitable distribution of public resources. It is a mandatory responsibility of the state and a right of the citizens, acting as a bridge between the government and the people. The effectiveness of public service delivery maintains national unity and integrity while ensuring sustainable peace, good governance, development, and prosperity.

Question 4: What are the Basic Criteria for Measuring the Effectiveness of Public Service? Mention the Principles of Public Service Delivery and Explain the Role of Stakeholders.

Introduction

Public service delivery refers to services provided by the state, in accordance with the law, to promote public welfare, facilities, and interests by appropriately mobilizing and managing resources. The effectiveness of public service delivery can be measured through various criteria. The roles of the government and other stakeholders are crucial in public service delivery.

Basic Criteria for Measuring Effectiveness of Public Service

• Measurement of time, cost, procedure, distance, and quality (TCDP QC).
• Customer satisfaction survey.
• Adequacy of service delivery.
• Service delivery to targeted groups.
• Affordable and usable services.
• Balanced service between demand and supply.
• Service delivery based on equality and equity.
• Provisions for positive discrimination (for disabled, elderly, disadvantaged groups).
• Grievance management (with compensation).
• Equal access for all.
• Citizen monitoring (public hearings, social audits, third-party evaluations).
• Service delivery mechanisms.
• Choice of services.
• Reliability and service assurance.

Principles of Public Service Delivery

• Reliability and transparency.
• Citizen-oriented government.
• Regularity and legality.
• Motivation.
• Entrepreneurship development.
• Market-oriented and result-oriented government.
• Decentralized government.
• Uniformity.
• Effectiveness.
• Effective law.
• Coordinative work system.
• Grievance and compensation.
• Community ownership-based system.

Role of Stakeholders in Public Service Delivery

Legislature/Parliament

• Timely amendments to laws.
• Respecting public opinion.

Executive

• Proper implementation of laws.
• Creating a conducive environment for all sectors.
• Service delivery based on social justice.
• Political and administrative commitment.
• Acting as a guardian.

Judiciary

• Efficient legal interpretation.
• Swift justice administration.
• Maintaining independence, impartiality, and dignity of courts.

Administration

• Ensuring uniformity and promptness in work.
• Clear delineation of administrative officials’ rights/duties.
• Decentralization of authority.
• Coordinative work style.
• Reducing time, cost, procedure, distance, and increasing quality and customer satisfaction.
• Abandoning administrative arrogance and serving the public.

Public

• Pressuring for good work.
• Being informed about laws and procedures related to services.
• Fulfilling duties alongside obtaining rights.

Private Sector

• Fulfilling responsibilities and duties.
• Creating jobs alongside industry and business.
• Partnering with the government in infrastructure development.
• Focusing on social responsibility (CSR) alongside profit.

Community Organizations

• Fulfilling responsibilities.
• Supporting the government.
• Resolving community-level disputes/problems.

Non-Governmental and Donor Agencies

• Increasing public awareness.
• Capacity development activities.
• Avoiding unnecessary interference.
• Mobilizing development assistance per government policies/priorities.
• Providing maximum support.

Conclusion

Public service delivery requires the active participation of both state and non-state actors to be effective. Alongside the state, other stakeholders play a significant role in mobilizing and managing resources for public welfare, facilities, and interests in accordance with the law. The effectiveness of public service delivery is the primary condition for measuring government competence, and the state must play a leadership role in this regard.

Question 5: Highlight the Importance of Public Service in a Democratic System and Explain the Role of Service Providers and the Rights and Responsibilities of Service Recipients

Introduction

Public service delivery refers to services provided by the state, in accordance with the law, to promote public welfare, facilities, and interests by appropriately mobilizing and managing resources. The legitimacy of democracy is achieved through the effectiveness of public service delivery. The role of service providers, along with the rights and responsibilities of service recipients, is critical in public service delivery.

Importance of Public Service in a Democratic System

• Protecting sovereign citizens.
• Earning public trust by the government.
• Ensuring good governance.
• Establishing interrelation between the state and citizens.
• Strengthening public trust and confidence in the state.
• Fostering a sense of ownership among citizens towards the state.
• Implementing the state’s responsibilities practically.
• Equitable distribution of democratic values and benefits.
• Providing social justice and security.
• Proper implementation of laws.
• Establishing the legitimacy of governance.
• Ensuring government presence at citizens’ doorsteps.
• Protecting national unity, integrity, and sovereignty.
• Providing easy, simple, quick, and transparent services and facilities.
• Ensuring public satisfaction with services.
• Realizing the concept of a welfare state overall.

Role of Service Providers in Public Service Delivery

• Public service delivery is the state’s primary function.
• Enhancing service quality as per public needs.
• Making all activities transparent.
• Using modern technology for swift task completion.
• Abandoning biases and ensuring good governance.
• Eliminating work duplication and simplifying decision processes.
• Taking responsibility and accountability.
• Adopting impartial behavior.
• Remaining steadfast in legal values and norms.
• Paying due attention to social justice, good governance, and human rights protection/promotion.
• Adopting cost-effectiveness in service delivery.
• Prioritizing the interests of service recipients.

Rights of Service Recipients

• Right to choose service options.
• Right to receive services based on social justice.
• Right to promote quality, objectivity, and impartiality.
• Right to utilize state-provided services.
• Right to feel ownership of public services.
• Right to express demands, desires, and grievances to service providers.
• Right to information.
• Right to consumer education and rights.
• Right to regular and quality services.
• Right to equal access to public resources.
• Right to compensation.

Responsibilities of Service Recipients

• Compliance with laws.
• Commitment to integrity.
• Providing accurate information.
• Not exerting undue pressure or influence on service providers.
• Reporting irregularities to make responsible entities accountable.
• Paying due taxes and revenues to the state.
• Maintaining a positive attitude towards public services and providing necessary support.
• Proper utilization of received services.
• Prioritizing vulnerable groups in public services.
• Acting as a good citizen.

Conclusion

Public service and its delivery are not just for service providers and recipients but are the most important functions of the entire state mechanism. The existence of the state or government is sustained through it. The success of the state or government is measured by the effectiveness of public service delivery. Therefore, public service delivery must be aligned with public expectations, result-oriented, and aimed at public welfare.

Question 6: Introduce Public Service and Its Characteristics and Classify Public Services Based on Their Nature.

Introduction to Public Service Delivery

Public service delivery refers to services provided by the state, in accordance with the law, to promote public welfare, facilities, and interests by appropriately mobilizing and managing resources. It involves the identification, management, and equitable distribution of public resources, being a mandatory responsibility of the state and a right of the citizens. It acts as a bridge establishing interrelation between the government and the people, ensuring social justice and equality through the provision of education, health, communication, transportation, and basic needs.

According to the Public Service Campaign Operation Guideline, 2065, “Public service is the public goods, facilities, or any form of service provided by the service provider to the service recipient.”

Characteristics of Public Service

• Diversity in services.
• Accessible to all.
• Social justice.
• Rooted in law.
• Use of technology.
• Continuity.
• Ubiquity.
• Accessibility.
• State ownership.
• Transparency.
• Accountability.
• Adaptability.
• Non-discrimination.
• Perpetuity.
• Fostering ownership.
• Legality.
• State control.
• Uniformity.

Classification of Public Services (Functions)

Based on the nature of services, public services can be classified as follows:

• Traditional Services: Peace and security, revenue collection, defense.
• Regulatory Services: Formulation and implementation of acts, laws, policies, and rules.
• Basic Needs Fulfillment Services: Food, shelter, clothing, etc.
• Human Development and Capacity Building Services: Education, health, etc.
• Welfare Services: Social security and protection, etc.
• Recreational Services: Music, cinema, parks, theaters, etc.
• Consultancy and Training Services: Various consultancy services.
• Information and Record Services: Information collection, dissemination, record-keeping, etc.
• Infrastructure Development Services: Agriculture, transportation, roads, structures, etc.
• Business Promotion Services: Trade, industry, market promotion, etc.

Conclusion

Public services can be classified based on their nature as mentioned above. Providing public services is a mandatory responsibility of the state, while receiving services is a right of the citizens. Therefore, effective service delivery must be ensured under the state’s leadership with the active participation of stakeholders. Reducing time, cost, procedure, and distance while increasing quality and customer satisfaction is essential.

Question 7: Mention the Mediums of Public Service Delivery and Discuss the Weaknesses and Improvement Measures in Nepal.

Introduction

Public service delivery refers to services provided by the state, in accordance with the law, to promote public welfare, facilities, and interests by appropriately mobilizing and managing resources. By adopting measures to address weaknesses in public services, service delivery must be conducted through simple, accessible, and effective mediums.

Mediums of Public Service Delivery (Measures to Make Service Delivery Effective)

• Clear laws and procedures for service delivery.
• Procedure simplification.
• Appropriate mechanisms and resources for service delivery.
• Joint and integrated service delivery systems.
• Decentralized administrative systems.
• Coordination with public, private, non-governmental, and community organizations in service delivery.
• Development and mobilization of effective networks.
• Adoption of a one-stop system.
• Incentive systems for service delivery.
• Conducive and service-friendly environment.

Weaknesses in Public Service Delivery in Nepal

Institutional, policy, individual, and procedural weaknesses include:

• Lack of timely updates to laws.
• Lack of coordination among service delivery agencies.
• Imbalance between demand and supply.
• Exclusion of stakeholders in law-making.
• Unreliable and poor-quality services.
• Lack of coordination among organizations.
• Corrupt practices.
• Lack of skills, competence, and expertise in individuals.
• Resource scarcity.
• High service costs.
• Nepotism and favoritism.
• Procedure-oriented work style.
• Cumbersome and lengthy procedures.
• Multiple decision-making layers.
• Lack of transparency and accountability.
• Lack of public awareness.
• Weak civil society.
• Lack of trust between service providers and recipients.
• Complex and unclear policies.
• Policies not time-relevant or practical.
• Weak consumer rights protection.
• Lack of awareness and opaque work style.
• Exclusion of stakeholders in policy-making.
• Procedure-oriented service system.
• Unjust distribution of public resources.
• Policy ambiguity.
• Political interference.
• Weak presence of private sector, NGOs, and civil society.
• Duplication of work.
• Failure to deliver services to targeted groups.
• Overexploitation of natural resources.
• Landlocked and remote geographical conditions.
• Administrative arrogance in public bodies.
• Weak human and ethical aspects in service providers.
• Failure to incorporate recipients’ sentiments in policies and plans.

Measures to Improve Public Service Delivery

Policy, institutional, individual, and procedural reforms include:

• Update policies timely to remove ambiguities.
• Include stakeholders in policy-making.
• Ensure coordination among institutions.
• Decentralize institutions.
• Increase political will and administrative commitment.
• Enhance effectiveness of one-stop service systems.
• Effectively implement citizen charters.
• Develop human resources.
• Improve mindset and work culture.
• Increase public hearings, mobile services, and integrated service centers.
• Structural reforms.
• Reduce time, cost, procedure, distance (TCPD) and increase quality and customer satisfaction (QC).
• Enhance transparency, accountability, and public participation.
• Emphasize international-level technology.
• Focus on quality and efficiency in services.
• Promote collaboration and partnership.
• Adopt e-governance for service delivery.
• Update policies, laws, and organizational structures to be time-relevant.
• Reduce decision-making layers.
• Make monitoring and evaluation systems effective.
• Properly implement reward and punishment systems.
• Prioritize service prioritization systems.
• Ensure voice, choice, and rights in services.
• Pay special attention to resource management.
• Implement citizen charters with compensation in all offices.
• Make government, private, and other sectors more effective in service delivery.
• Focus on one-stop service delivery.
• Maintain high motivation and morale of service providers.
• Make stakeholders more responsible for service delivery.

Conclusion

Public service involves the identification, management, and equitable distribution of public resources. It is a mandatory responsibility of the state and a right of the citizens, acting as a bridge between the government and the people. By minimizing negative aspects and enhancing effectiveness, service quality, and customer satisfaction, public service delivery must be improved.