The document discusses service delivery management in government. It notes that public expectations for government services are increasing while delivery has been inefficient due to issues like red tape, corruption, and outdated rules and procedures. The document advocates for re-engineering government processes to make them more citizen-centric, transparent, efficient and delivered anytime, anywhere. It provides examples of projects in the Indian state of Kerala that aim to transform service delivery through e-governance and digitization.

1. SERVICE DELIVERY MANAGEMENT
IN GOVERNMENT
Dr.D.Sajith Babu, National Centre for Land Governance

2. Ever increasing public aspiration
Easy Transparent
Speed Efficient
More citizen
centric
Anytime
Anywhere

3. SERVICES RENDERED BY GOVERNMENTS
Government CitizeGovernment G 2 C Citizen
Government Government
G 2 G
Government Business
G 2 B

4. Inefficient delivery of Government services
Red tapism due to attitude
Redundant Acts / Rules /
Procedures / Circulars /
P
r
o
Standing orders
Corruption
Nepotism
c
e
s
s
e
s

5. SERVICES RENDERED BY GOVERNMENTS
Government CitizeGovernment P r o c e s s e s Citizen
Government Government
Processes
Government Business
Processes

6. RTI & RTS ?
Government CitizeGovernment P r o c Fe s s e s Citizen
a
i
l
e
d
Government Government
Processes
Government Business
Processes

7. Is it the end or beginning ?
Governance issues
RTI &
RTS

8. Report/Scrutiny by
Clerk
Report/Scrutiny/Appr
oval by JS
Report/Scrutiny/Appr
oval by SS
Report/Scrutiny/Appr
oval by Deputy
Collector
Report/Scrutiny/Appr
oval by Collector
Report/Scrutiny/Appr
oval by
Commissioner
Approval by
Revenue
Secretary

9. Government Process Re-engineering - GPR
Non Value Processes - NO Value Processes - YES

10. Identify the
problem of
citizens
Define that
problem
Think of
options to
solve the
problem
Analyze the
feedback
Solve the
problem
Choose the
best option
Do mid term
correction
Replicate the
success
Abandon the
failed
Ideal governance trail

11. Obligation to report,
explain and answer for the
• Responsive
• Efficient
• Transparent
• Accountable
consequences of the
decisions taken on behalf

13. • Inclusive
• Legitimate

14. FULFILLING THE CONSTITUTIONAL OBLIGATION
Ensure
JUSTICE EQUALITY

15. Services offered Type of
service
Name of project
Land record services G2G Kerala State Land Bank
G2C ReLIS [REvenue Land
Information System]
Certificate services G2C e District
UTN card project
Land assignment G2G G2C Zero Landless [Citizens]
services
Kerala,2015
Financial services G2G G2C Online payment delivery
gateway in mGovernance
platform
File tracking services G2G G2C Single file flow system
SMART for Anytime
Anywhere service
G2G, G2C
G2B
Speed:Modern:Assured:Respon
sive: Transparent [SMART]
Revenue office project

17. Any query ?
Dr.D.Sajith Babu
09447271243
sajith.nclg@gmail.com