Governance and Service Delivery (Advanced Course on Management and Development)

Agenda for today Status of public service Principles of service design Design components Designing public service NASC 2018

Publicness in public service distinct from private sectors scope and composition influence in the society public accountability and trust NASC 2018

Theory of public service efficiency Productive – output maximization Distributive- equity Synthesis? Dynamic- projected service Allocative – gap in demand and supply NASC 2018 Adapted from Andrews & Entwistle, 2014

Contending arguments Efficiency vs justice Public sector efficiency vs user’s cost Cost of public service – can citizen define the cost? NASC 2018

Summary of Quality of Public Service Survey- 2016/17 conducted by NASC Team

Methods and Materials 38 districts (Terai and Hill) 4 public offices – District Administration Office, District Development Committee, Land Revenue and Municipalities 1374 respondents Client exit interview User’s perception theory NASC 2018

Status of Public Service in Nepal Based on the data and your experience, what are your impressions about public service of Nepal? Demand Side Accessibility Process Cost Response from provider Supply Side Process Competency of providers- KSA Resources NASC 2018

NASC 2018 http://www.prosperity.com/globe/nepal

Governance status of Nepal Source: World Bank, 2016. NASC 2018

Summarizing Nepal’s Public Service Context Public service is under pressure as there are increasing public awareness and expectations promoted by civic education, social media and technological advancement. NASC 2018

Summarizing Nepal’s Public Service Define and design Citizens as co-producer of services. NASC 2018

Summarizing Nepal’s Public Service End-user efficiency Reform on public service should ensure cost reduction on people’s side while accessing the public services. NASC 2018

Criticisms of Nepal’s public service Process oriented Cost shifting- citizens pay additional cost Higher opportunity cost Lacks citizen orientation NASC 2018

Public service environment Increased interconnection and diffusion Increased complexity Blurred governance Reduced trust High expectation towards public sector NASC 2018

Way of (re)thinking public service Classic/Old Process Policy Process Systems Users Stasis New Process Users Service (Re)design System development Policy checks Feedback Adapted from Bracken (2013) Refer to Denhardt and Denhardt (2000), The New Public Service: Serving Rather than Steering. NASC 2018

Basic principles of public service design Citizen centered Sequential but iterative Qualitative Holistic NASC 2018

Design elements Empathize Define Ideate Prototype Test Refer to UNDP (2014). Design Thinking for Public Service Excellence. https://www.youtube.com/watch?v=WrdSkqRypsg NASC 2018

Design components and Parameters Knowing people & demand Who? Where? Their need? Limitations? Define service specification What? When? By whom? Delivery mechanism How? Who will? Where? What type? Communication Key message? Audience? Medium? Evaluation How? Who? When? Value? NASC 2018

Design components and parameters Knowing people & demand Who? Where? Their need? Limitations? Define service specification What? When? By whom? Delivery mechanism How? Who will? Where? What type? Public service as a co-creation Communication Key message? Audience? Medium? Evaluation How? Who? When? Value? NASC 2018

Public service design exercise (Group work: 60 mins, sharing 10 min each) NASC 2018

Thank You NASC 2018