Public service delivery is the provision of quality services to the people and citizens in a fast, efficient, economical, legal, and continuous manner, keeping the interests of the people and citizens at the center. For example: education, health, security, electricity, communication, transportation, citizenship certificate, passport, etc. are public services provided by the government.
Effective public service delivery adopts the concept of service around the people rather than the people around the service. It is the duty of the government to provide the service while receiving the service is the right of the customer. In Nepal, legal and institutional arrangements have been made to manage the public service delivery, and yet the public service delivery of Nepal is not found to be in accordance with the people's expectations.
Importance Of Public Service Delivery
Public service is the link between the government and the people. Which plays a special role in improving the educational, social, economic, political, and cultural aspects of the people. It has special importance for people from salt to gold, from roads to parliament. The importance of public service delivery is multifaceted. Which can be mentioned as follows.
- To distribute democratic benefits fairly,
- To fulfill the responsibility of the state towards its citizens,
- To implement an effective state system,
- To maintain good relations between the state and the people,
– To give substance and vibrancy to good governance,
- To ensure quality service,
- To make citizens aware of the presence of the government and the state,
- To ensure citizen satisfaction,
- To make citizens feel the spirit of democracy.
The Mediums/ Procedure Of Public Service Delivery
The government adopts various means and methods to deliver public services to the doorsteps of the common people. The means and methods adopted by the government to deliver public services are the means of delivering public services. Such as laws, regulations, institutional mechanisms, modern technology, clean procedures and standards, private sector, civil society, service users, and media such as newspapers, radio, television, telephone, internet, etc. The government provides public services with the help of these means. The government delivers public services using these and similar means, known as public service delivery methods, which are:
- Formulating laws and regulations and following them, such as: from the Constitution to the Local Government Act,
- By arranging institutional mechanisms from the center to the doorsteps of the people, such as: from the office of the Prime Minister and Council of Ministers to the office of the rural municipality,
- By using modern technology, such as using computers, software, internet, etc.
- By implementing clean procedures and standards, such as Senior Citizens Allowance, Single Women Allowance distribution criteria,
- Citizenship distribution standards, by collaborating with the private sector, civil society, and consumers, with their support,
- With the help of the media,
- By adopting a one-stop service,
– By adopting a policy of decentralization,
- By implementing a federal system of governance,
Public Service Delivery Body
Government agencies: federal, provincial, and local government offices and agencies
Non-Governmental Organisations: NGO, INGO,
Private sector commercial or business organizations: trade unions, etc
Community organizations: cooperatives, mothers' groups, youth clubs, etc
International Organizations: United Nations, World Trade Organization, etc
Finally, since public service delivery is a government service, it must be streamlined. For this, the institutional mechanisms from the center to the local level and the employees working in them should be responsible and accountable to the people.
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