1. Public Service Delivery
9/29/2019
Geetanjali Upadhyaya
ACMD

2. About the session Issues and challenges of Public Service Delivery
Case: Nepal National Governance Survey
Modus Operandi: My experience, My approach, My intervention, My innovation, My Story
ACMD
9/29/2019

3. ACMD
9/29/2019
ACMD

4. Visualizing public service (delivery)
Close your eyes
Think of public service *delivery* in Nepal (10 seconds)
Express your thoughts in pictures – No words (10 minutes)
As a service seeker
As a service provider
ACMD
9/29/2019

5. What do you see?
ACMD
9/29/2019
ACMD

6. Public service is cheap. Service seekers are often welcomed.
Do you agree?
Public service is cheap.
Service seekers are often welcomed.
Bureaucrats and bureaucracy have positive connotation.
Quality of public service is improving.
Public awareness and so the expectations have increased.
ACMD
9/29/2019

7. # People’s PERCEPTION of the state of governance
ACMD
9/29/2019

8. Service density?
ACMD
9/29/2019

9. Source of information?
ACMD
9/29/2019

10. Discussion: Making Citizen Charter work
ACMD
9/29/2019

11. Multiple attempts? Why?
ACMD
9/29/2019

12. Barriers in accessing?
ACMD
9/29/2019

13. Video: A case of India
ACMD
9/29/2019

14. A case of India
“After we started the online services, we realised only 10% of the public used the services. They were hesitant to use the online platform. Thus, we came up with the idea of sending officials to everyone’s doorstep that could assist the public in filling forms and fee collection.”
ACMD
9/29/2019
ACMD

15. A Case of India Dial 1076, the call centre (CC) ACMD - 2019 9/29/2019
CC executive notes down basic details
CC informs about the documents required & the payment to be made
CC executive books an appointment
Mobile sahayak (MS) reaches the doorstep
MS confirms the service request & enters the details of the citizen in the portal. MS uploads documents on the portal
Payment for the service made by the citizen to the MS
Person gets a confirmation SMS with details of the service
The submitted application is forwarded to the department concerned. Govt department takes a decision
On service completion, certificate or the physical document is delivered to the doorstep of the citizen by the MS
A Case of India
ACMD
9/29/2019

16. ACMD
9/29/2019

17. People are optimistic towards improvements in public services
People are optimistic towards improvements in public services. (Nepal National Governance Survey, 2018)
BAT
9/29/2019

18. Thank You
ACMD
9/29/2019