1. Effective Service Delivery Provide high quality services to the citizens in an equitable & fair manner Meera Sherchan m_sherchan@yahoo.com

2. Effective service delivery Basic philosophy – Good Governance Part of good governance Goods & services (associated with fundamental HR) produced & distributed by the government & public institutions Design/delivery of services to the people effectively Satisfaction of people

3. Citizen’s expectations Accessible services with user friendly access points Efficient services in terms of time, procedures & communication Transparent & accountable service delivery Conclusion: Effective/Good Service Delivery

4. Characteristic of GSD from the perspectives of citizens and service providers What is “good” service delivery?

5. Key learning points People centeredness (recognition of their needs) Courtesy/friendly/supportive Equity/fairness Adequate & timely information & services Accessibility/promptness Responsive/accountable/transparent Participative Sustainability Characteristic and vision of good service delivery may similar for users & providers

6. Approaches to effective service delivery Commitment (standards) Citizen involvement (satisfaction/feedback mechanism) Quality of service (indicators: satisfaction, cost, time, contact points) KAIZEN- change for good (continuous improvement/quality circle)

7. Exploring service delivery: key issues Video Case and discussion

9. Strategies to Make Service Delivery Effective

10. Standards/Indicators and redressed mechanism (Bureaucratic procedure) – Effective implementation of Citizen charter Indicators to M/E of delivery system Input indicators/process indicators/output indicators Redressed mechanism to handle users’ grievances Administrative ombudsman

11. Involvement of Citizens/users (Mobilizing Civil Society Groups /CSOs) Service delivery & users’ need ICT & role for dialogue with customer regarding the services & delivery improvement Users involvement to evaluate the activities doing by government Role of CSOs/pressure groups/Upabhokta Samrakchan manch/Media

12. Innovation in SD Process (Use of ICT tool for effective service delivery) Application of information communication technology and (make users aware abt online services) Through ICT new marketing communication strategy can develop (electronic services- online Kiosks) Enhance citizen’s engagement/ create innovation in designing delivery system Open space office/ergonomics/ Flexi timing Benchmark as an improvement tool

13. Alternative Institutions (developing partnership) Contract management Outsourcing /Market testing Compulsory competitive tendering (CCT) Public/Private/NGOs/CBOs/CSOs

14. ICT and Service Delivery ICT and online services Providers/users shares knowledge information online & create innovation in designing & delivering system Services to be designed according to users’ need/improve bad practices “hard to reach” individuals can order goods/services & payment through online

15. Following institution should take the initiation Parliament Government Administration People Social institutions Donor Public servant

16. Conclusion Service guarantee and commitment Accountable, responsive, transparent & gender friendly while delivering services E-accessibility Use of modern technology

17. Thank you