1. Governance and Service delivery
Rajendra Adhikari, Director of Studies

2. Understanding governance Governance and service delivery
Service delivery models
Issues of service delivery
Things to act
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3. Context
Nepal has everything in place. It has abundant natural resources, a large workforce ready for shouldering development agenda, democratic institutions and practices, supportive international community, historical political changes etc. The only thing we do lack is effective governance. Hence, we are in serious 'Governance crisis'.
Agree--?
Disagree--?
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4. Understanding Governance
World Bank (1991)
the manner in which power is exercised in the management of a country's economic and social resources for development
World Bank (2006)
the traditions and institutions by which authority in a country is exercised
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5. Understanding Governance
UNDP (1997)
Governance is the exercise of economic, political, and administrative authority to manage a country’s affairs at all levels. It comprises the mechanisms, processes, and institutions through which citizens and groups articulate their interests, exercise their legal rights, meet their obligations and mediate their differences.
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6. Understanding Governance
Turke (2008)
Structure- systems, processes, institutions…
Actor- policy makers, public service providers and government…
Synthesis- combination of both
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7. Reimagining governance
Policy Decisions
Governance system
Citizens
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8. Government and governance
Role overlap
Power holding vs service delivery
Power - by nature undemocratic, upholding and restrictive
Democratic institutions and systems induce democratic exercise of power
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9. Government and governance
However, inherent characteristics of governance actors –holding the power— remained intact
Serious gap between demand and supply
Emergence of intermediary
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10. Actors
State
People
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11. Actors
State
Intermediary
People
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12. Pillars of Good Governance
Participation
Rule of law
Consensus oriented
Equity and inclusion
Transparency
Accountability
Responsiveness
Efficiency and effectiveness
Information and Communication Technology
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13. Issues and challenges
Low accountability, responsiveness and transparency
Rampant corruption
Non-inclusive governance
Low credibility of public institutions
Over politicization in governance practices
Low innovation in governance system
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14. Governance and Service Delivery
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15. Governance and service delivery
Governance enables service delivery by creating the right conditions to ensure that delivery teams can do the right things for users – in the right way and at the right time.
This means:
making sure we’re doing things that meet user needs
being aligned to organizational standards and ways of working
deciding what to deliver when and prioritizing things
anticipating problems and making decisions for correction
Adapted from
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16. Governance and service delivery
Service delivery as a major scope of public governance
Effective public service delivery is the pillar of good public governance
Client-satisfaction, citizen/public trust— rests on EPS
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17. Governance and service delivery
Publicness in the public services (Haque, 2001)
We evaluate publicness in the following dimensions:
the degree of public-private distinction—service norms impartiality, equality and representation, monopolistic and, and longer & broader social impacts;
the publicness of public service may become questionable if these features are marginalized by the principles of business management
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18. Governance and service delivery
Publicness in the public services (Haque, 2001)
We evaluate publicness in the following dimensions:
the degree of public-private distinction—service norms impartiality, equality and representation, monopolistic and, and longer & broader social impacts;
the publicness of public service may become questionable if these features are marginalized by the principles of business management
PCDM

19. Governance and service delivery
Publicness in the public services (Haque, 2001)
composition of service recipients –a greater number implies a higher degree of publicness
nature of the role played in society –broader/more intensive role represents its wider societal impacts
public accountability –public hearings, grievance redressal procedures
public trust – credibility, leadership, and responsiveness of public service to serve the people
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20. Governance and service delivery
Publicness encompasses:
Services to the public;
services on behalf of the public;
services providing public goods;
services accountable to the public;
'difficult to determine in what sense precisely the thing in question was originally called public'.
Source: WHAT IS PUBLIC ABOUT PUBLIC SERVICES?
Brendan Martin
(a background paper for the World Development Report, 2004, Making Services Work for Poor People)
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21. Service Delivery Models
Government Delivery (direct delivery) of Public Services
Market Mechanism (NPM Approach)
Purchase of Service Contracting
Managed Markets
Parastatal agencies (corporations)
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22. Service Delivery Models
Decentralized Service Delivery
Decentralized Public Bureaucracy
Autonomous/semiautonomous governance structures
Shifts in the paradigms have been driven by the objective of improving the efficiency and effectiveness of service delivery
Practice of mixed approach to deliver PS in growing economies
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23. Issues of public service delivery
two overarching issues:
whether the public manager is doing the right things— that is, delivering services consistent with citizen preferences;
whether the public manager is doing them right—that is, providing services of a given quality in the least-cost manner.
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24. For effective service delivery
Strengthening state institutions
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25. For effective service delivery
State-people interface - constructive engagement
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26. For effective service delivery
Promoting accountability, responsiveness and transparency
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27. For effective service delivery
Managing actors
State
People
Interme diary
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28. Story of a common man
Governance, NASC 2015

29. Story of a common man
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30. Thank You
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