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N rahman


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Presentation given by Naimur Rahmann, Director, One World South Asia & MD, One World Foundation India on August 3rd, 2011 at eWorld Forum ( in the session Citizen Centric Service Delivery

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N rahman

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