Public Service Delivery in Practice Rajendra Adhikari, Director of Studies

Modality Classroom sessions and group works Organization visit Sharing the learning by participants in groups Debriefing NASC 2016 11/30/2018

Session outline Why public service? Actors (and interest) of public service Underlying assumptions Your role NASC 2016 11/30/2018

Context and Theoretical Arguments Publicness in the public services (Haque, 2001) distinct from private sectors scope and composition influence in the society public accountability and trust NASC 2016 11/30/2018

Public Service Survey 2015 14 districts (Terai and Hill) 4 public offices – District Administration Office, District Development Committee, Land Revenue and Municipalities 231 respondents Client exit interview User’s perception theory NASC 2016 11/30/2018

How do people receive service? (in %, N=231) NASC 2016 11/30/2018

Reasons for accompany (in %, N=157) NASC 2016 11/30/2018

How many attempts do people make to receive service? (in %, N=231) NASC 2016 11/30/2018

Reasons for multiple attempts (N=93)* % Inadequate document 56 58.3 Insufficient time 26 27.1 Lack of information 22 22.9 Absence of service provider 13 13.5 Large number of service receiver 11 11.5 Service provider did not want 5 5.6 Missing records in the office 3 3.4 No electricity or other utilities 2 2.2 Conflict between clients 1 1.1 NASC 2016 11/30/2018

Relationship with service provider Relationship with service provider and satisfaction on service delivery Satisfaction on service delivery Relationship with service provider Total (%) N=231 Yes (%) N=64 No (%) N=167 Satisfied 76.6 53.9 60.2 Dissatisfied 23.4 46.1 39.8 Total 100.00 Chi Square 9.922***   Likelihood Ratio 10.409*** NASC 2016 11/30/2018

How much do people spend in cash beside service fee? Additional expenses (in NRs) N % Less 500 99 52.4 501 - 1000 33 17.5 1001-5000 51 27.0 5001 and more 6 3.2 Mean 1000.75   Total 189 100.0 NASC 2016 11/30/2018

Time spent by type of services Days spent Type of services Total (%) N=231 General Administration (%) N=117 Land Administration (%) N=89 Development Activities (%) N=25 1 or less 53.0 64.0 28.0 54.5 2 to 3 35.9 31.5 52.0 4 or more 11.1 4.5 20.0 9.5 Total 100.00 100.0 Chi Square 12.600**   Likelihood Ratio 12.896** NASC 2016 11/30/2018

Overall experience NASC 2016 11/30/2018

Overall experience Reasons for satisfaction (N=139)*   Convenient service 64 47.4 Good behaviour of service provider 54 40.0 Service as expected 43 39.3 Systematic service process 38 28.1 Low cost to recieve service 37 27.4 Prompt service 1 0.7 Reasons for dissatisfaction (N=92)* Unsystematic service process 42 44.2 Costly to recieve service 41 43.2 Unfrienldy behaviour of service provider 32 33.7 Service not as expected 30 31.6 Inconvenient service 25 26.3 Delay in service 11 11.6 Difficulty in documentation 2 2.1 NASC 2016 11/30/2018

Work in Group Group A: Why is public service necessary? Group B: Who are the actors of public service and what are their interests? Group C: What are the underlying principles of public service design, delivery and evaluation? Group D: What is your role in delivering public services? Group Work: 15 minutes Plenary: 6 minutes each NASC 2016 11/30/2018

Re-understanding public service How do you define public service? What are underlying principles of public service? What is current status of public service in Nepal? How can public service be improved? What is your role in delivering public service effectively? NASC 2016 11/30/2018

Organization Visit Group A: Physical aspects of Organization Location of the organization (proximity of service recipients, road facility) Infrastructure (land and building, utilities, parking facility, seating arrangements, restroom facilities for service recipients etc.) Office layout and arrangements for service Group Members – R.N. 1-6 NASC 2016 11/30/2018

Group B: Objective and functions of the Organization Vision, mission and objectives of the organization Major functions and range of services provided Interrelation/ interdependency with other organizations Group Members: R. N. 7-12 NASC 2016 11/30/2018

Group C: Structure and Staffing Departmentation (How the work is divided and organized) Reporting relationships (who reports to whom) Where the decisions are made Total no. of staff (darbandi and existing) Qualification and competence of staff Group Members: R. N. 13-18 NASC 2016 11/30/2018

Group D: Organizational Culture and practices: Communication pattern (how people interact each other) How the decisions are made (participation, involvement etc.) Punctuality of staff members and availability Service orientation, commitment and dedication Group Members: R. N. 19-24 NASC 2016 11/30/2018

Group E: Service Delivery Service process flow (where and how services start and end) Average no. of service recipients served per day Technology (use of software, ICT ) General impression of the service recipients Group Members: R. N. 24-31 NASC 2016 11/30/2018

A group of three people: Lessons learnt (Overall summary of lessons from organization visit and major points from the presentation) Group Members: R. N. 6, 18, 29 NASC 2016 11/30/2018

Rules of game Prepare a short presentation in flip chart highlighting major points of assignment Presentation time: 10 mins each Mange your time for preparation Nominate team leader for presentation Presentation begins from 14:30 hrs NASC 2016 11/30/2018