Good governance and service delivery Dr.M.Retna Raj Assistant Professor, KILA

Dr.M.Retna Raj

Assistant Professor, KILA

What is good governance ?

What is good governance ? Appropriate decision making Service availability and accessibility Corruption is less Governance felt Efficient public spending (whose priority?)

Appropriate decision making

Service availability and accessibility

Corruption is less

Governance felt

Efficient public spending (whose priority?)

Good governance features Transparent Citizen friendly Responsiveness Just Efficient Rule-bound Sustainable Corruption free

Transparent

Citizen friendly

Responsiveness

Just

Efficient

Rule-bound

Sustainable

Corruption free

Service Delivery Principles People centeredness Laying down clear standards Equity Transparency Accountability Integrity Fairness Good behaviour Rationality

People centeredness

Laying down clear standards

Equity

Transparency

Accountability

Integrity

Fairness

Good behaviour

Rationality

Service Delivery principles (contd)‏ Efficiency Convergence Right to service delivery Grievance Redressal Continuous improvement Changing attitudes and improving skills Sustainability Inclusion Holistic approach

Efficiency

Convergence

Right to service delivery

Grievance Redressal

Continuous improvement

Changing attitudes and improving skills

Sustainability

Inclusion

Holistic approach

Decentralized service delivery for good governance The devolution of five Fs Critical services delivered effectively Services made available at the door steps Distance of service service accessibility reduced Distance of service delivery management reduced Local level institutions to attack globalisation

The devolution of five Fs

Critical services delivered effectively

Services made available at the door steps

Distance of service service accessibility reduced

Distance of service delivery management reduced

Local level institutions to attack globalisation

Sector State Govt. Health Education Rural development Social welfare Roads Pensions Rural industries Agriculture Medical colleges and specialist hospitals Colleges and other higher education centres Nil Juvenile justice high ways & major district roads Nil Medium & large industries 50%

Health

Education

Rural development

Social welfare

Roads

Pensions

Rural industries

Agriculture

Medical colleges and specialist hospitals

Colleges and other higher education centres

Nil

Juvenile justice

high ways & major district roads

Nil

Medium & large industries

50%

Relevance of transferred institutions All basic services transferred Time bound service delivery Delivery of basic services as beginning of poverty reduction Majority of the poor depend on them The assessment of LSGs depend on the performance of institutions transferred State Government has reduced role Future of Kerala depends upon their performance Scope for partnership networking

All basic services transferred

Time bound service delivery

Delivery of basic services as beginning of poverty reduction

Majority of the poor depend on them

The assessment of LSGs depend on the performance of institutions transferred

State Government has reduced role

Future of Kerala depends upon their performance

Scope for partnership networking

S.D. Implementation Strategy Components List of services provided Level of services stipulated currently Actual level of services provided currently Standards for service delivery inputs Improvements in service levels Resources for achieving the targeted improvement Methods suggested for achieving the targeted improvement Performance standards for service providers

List of services provided

Level of services stipulated currently

Actual level of services provided currently

Standards for service delivery inputs

Improvements in service levels

Resources for achieving the targeted improvement

Methods suggested for achieving the targeted improvement

Performance standards for service providers

Planning for service delivery Present level of services and intended improvements over five year period Definition of the tasks of individuals Outcome and output definition Resources for achieving improvements Information availability to the public Consultative systems to be put in place Mode of measurement of achievements Grievance redressal procedures to be in place

Present level of services and intended improvements over five year period

Definition of the tasks of individuals

Outcome and output definition

Resources for achieving improvements

Information availability to the public

Consultative systems to be put in place

Mode of measurement of achievements

Grievance redressal procedures to be in place

Towards a good local governance plan in Kerala 1.Effective Administrative systems Governing council Standing committee working groups Management committees Financial management Keeping of documents and registers

1.Effective Administrative systems

Governing council

Standing committee

working groups

Management committees

Financial management

Keeping of documents and registers

Governance Plan (contd)‏ 2.Performance appraisal systems Social audit Administrative report Citizens report cards Staff meetings Quality control circles Work Flow charts Data base and information management

2.Performance appraisal systems

Social audit

Administrative report

Citizens report cards

Staff meetings

Quality control circles

Work Flow charts

Data base and information management

Governance Plan (contd)‏ 3.Service delivery improvement tools Local Government Order Service counter (multiple purpose) Counter que Service boards/service charters Attendance boards Notice/News boards before each institution E-governance mechanisms(touch screen /file tracking) Children’s Panchayath Visit to institutions by elected representatives

3.Service delivery improvement tools

Local Government Order

Service counter (multiple purpose)

Counter que

Service boards/service charters

Attendance boards

Notice/News boards before each institution

E-governance mechanisms(touch screen /file tracking)

Children’s Panchayath

Visit to institutions by elected representatives

Governance Plan (contd)‏ 4. Redressal mechanism Complaint/suggestions box Vigilance cells E-governance mechanisms(online complaints, complaint tracking)

4. Redressal mechanism

Complaint/suggestions box

Vigilance cells

E-governance mechanisms(online complaints, complaint tracking)

Result ! I feel the nearness of the government

I feel the nearness of the government

Thank You