Responsiveness and Trust Building Rameshwor Bhandari , NASC

Key questions What was your experience when you first visited any public office? How do you think the women, poor and excluded being served by the existing governance system?

Outline Analyzing the responsiveness Elements of responsiveness Characteristics of responsive and non- responsive services Bringing the state closer to people Trust building Responsiveness: Inextricably linked Conclusion

Responsiveness It is also about bringing human face in the governance systems, processes and activities. Responsiveness in service delivery is about listening, responding and informing to people and their needs. The quality of service implies the ‘value for money’. Government cannot avoid people for any reasons.

Responsiveness “Listening” refers to civil servants/service providers listening to the feedback and needs of citizens/service users. “Responding” refers to civil servants/service providers taking action to improve public services based on the feedback and needs of citizens/ service users. “Informing” refers to civil servants/service providers providing information to citizens/ service.

Elements of responsiveness Listening Responding Informing

Role Play

Key learning points 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

Responsiveness and trust buidling Responsive Government Trust

Listening to citizens

Key learning points Listening Be attentive to the service recipients. Be open minded, unbiased and have learning attitude. Pro-activeness and soliciting—make them speak, consult them on what they look for. Presence of mind. Analytical: to situation and people, and cross validation.

Responding to public concerns

Key learning points Responding Empathetic Non-reactive but pragmatic Timely Dealing with difficult situation and people Receive inputs and feedback

Informing citizens

Key learning points Informing Quality information (Timely, preciseness, appropriateness, honesty) Updated and continuous information Ensure people understand the information and feel comfortable with the information provided Appropriate use of technology/ICT

Trust building framework Service provider 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

Responsiveness : Inextricably linked Trust is the function of accountability, responsiveness and integrity. In absence of responsiveness, accountability becomes mechanical. Responsiveness demands quality interaction between public organization and citizens. Being responsive means reducing gaps between state and people Integrity is the foundation for accountability and responsiveness.

Key learning points Be prepared to handle difficult situation, Believe in self and take initiative with commitment but know your limitations Have constructive engagement with all the stakeholders - support, recognition, ownership and trust Be transparent - inform and get informed

Thank You