1. Trilochan Pokharel, NASC
Responsiveness and Trust Building
Trilochan Pokharel, NASC

2. Learning objectives
At the end of the session, participants will be able to:
Explain the meaning of responsiveness
Describe three ingredients of responsiveness
Analyze the implications of responsiveness in public service delivery
Analyze different ways of building trust towards public organizations
NASC-IG
24/05/2019

3. Session outlines Meaning of responsiveness for civil servants
Components of responsiveness
Implications of responsiveness in service delivery
Ways of building trust towards public organizations
NASC-IG
24/05/2019

4. Responsiveness in Inclusive Governance
Gender Equality and Social Inclusion
Accou ntabili ty
Respo nsiven ess
Inclusive Governance
Ethics and Integrity
NASC-IG
24/05/2019

5. What is responsiveness?
Listening to citizens
Responsive governance
Informing citizens
Responding to public concerns
NASC-IG
24/05/2019

6. What...
Delivering public services to the people with greater empathy, efficiency and human face
In the absence of responsiveness, accountability becomes mechanical
Responsiveness brings human sense in the public service delivery
Responsiveness demands quality of interaction between a public service organizations and citizens
NASC-IG
24/05/2019

7. Responsiveness in civil service
Civil servants in Nepal are generally reactive and process oriented
Being reactive keeps the civil servants at distance from the citizen while developing responsiveness encourages them the play the role of facilitator
Being responsive for civil servant means reducing gaps between state and the people
Responsive civil servants seek opportunities in providing services to people
NASC-IG
24/05/2019

8. Responsiveness...
Responsive civil servants show commitments towards national and organizational objectives and respect the rule of law
They see people's interest from the human rights perspectives
Responsive civil servants create environment for people's engagement in governance system
It is to reinforce the role definition of civil service and empower people
NASC-IG
24/05/2019

9. Principles of civil servants
Serving the public interest
Transparency
Integrity
Legitimacy
Fairness
Responsiveness
Efficiency and effectiveness
NASC-IG
24/05/2019

10. How does responsiveness improve service delivery
Responsiveness in public organizations encourages serving the disadvantages and marginalized community (women, poor and excluded)
It is about challenging the restricting bureaucratic behaviours to serve the WPEs
It encourages them to be progressive, anticipative and looking forward
It makes the governance institutions, mechanisms, processes and services accessible by WPEs
NASC-IG
24/05/2019

11. Existing laws and entitlements
The Interim Constitution of Nepal 2007
Preamble - addressing the problem of class, caste, region and gender; commitments to civil liberties, fundamental rights, human rights, rule of law
Envisioned efficient and effective bureaucracy to provide better public services to people
Responsibilities, directive principles and policies of the state to ensure progressive political, economic and social change in the country; ... neutral, competent and clean administration and to maintain good governance by eliminating corruption and impunity; ... inclusive, democratic and progressive restructuring of state; ... raising the standard of living of the general public...; policies to reach marginalized and disadvantaged people...
NASC-IG
24/05/2019

12. Existing Civil Service Act 1993
Preamble- Civil service more capable, vigorous, service oriented and responsible
Oath before assuming the office to serve the nation and people
NASC-IG
24/05/2019

13. Existing... Good Governance Act 2008 Tenth Plan 2002-2007
Preamble public administration of the country pro- people, transparent, inclusive and participatory... transform the administrative mechanism into service delivery mechanism and facilitator...
Role definition of officials and mechanisms to improve public service delivery
Tenth Plan
Three Year Interim Plan 2007/ /10
Three Year Plan 2010/ /13
NASC-IG
24/05/2019

14. How laws can be implemented
Creating awareness
Strengthening service delivery mechanisms
Capacity building of people
Transparency
Review and revision of restrictive provisions
Political and bureaucratic commitments
Monitoring and evaluation
NASC-IG
24/05/2019

15. Trust Building
NASC-IG
24/05/2019

16. Reasons for building trust
Building credibility of the public organizations
Increasing public satisfaction
Encouraging public to demand and utilize public services
Quality improvement in public service delivery
Constructive engagement
Gain public support
NASC-IG
24/05/2019

17. How can we build trust People Process Institution Vision Values
Legal & policy documents
Structure
Integrity and ethics
Effective communication
Positive attitude
Learning attitude
Competency
Simplifying process
Promptness
M & E
Grievance redress
Clear information
Trust Building
Feedback
NASC-IG
24/05/2019

18. Conclusion Responsiveness is about engagement with people
It is foundation of anticipative governance
It is about creating trust with people
It is to reinforce the role definition of civil servants
It is initiating behaviour change for effective public service delivery
It is serving for women, poor and excluded with human face and being empathetic
NASC-IG
24/05/2019

19. Thank You
NASC-IG
24/05/2019