1 Service to the Public Chapter 5 Kernaghan & Langford Presentation: Wendy Law

2 2 Main Questions 1.Should there be a defined duty of service to the public for public servants? 2.If there should be a defined duty of service, how should such duty be defined?

3 Duty of Service Authors noted that there is no doubt that public servants recognize the legitimacy of a duty of service to the public. IPAC: public employees should provide service to the public in a manner which is courteous, equitable, efficient and effective. Public servants shall be sensitive and responsive to the changing needs, wishes and rights of the public, and to promote excellence in the public service. Public servants shall also treat members of the public and one another fairly and to ensure that their work environment is free from discrimination and harassment. Federal government, Ontario public service, the OECD all have some goals listed to provide quality service to the public.

4 Why a duty of service? Private sector model: customer service? Enormous discretionary power to manage public resources Special relationship or professional-client model?

5 Duty of Service: Effective & Efficient Service Efficient = reliable, competent and quick Effective = relevant and solve the problem Responsive to the changing needs of the public

6 Problems with Definition Not really that easy to define efficient and effective public service! Problem #1: Does and should it mean anything to anyone other than auditors and financial controllers? Problem #2: How do you define efficient and effective? Problem #3: How do you work with elected officials when they may have different views of efficient and effective services? Problem #4: Can a bureaucracy ever be effective and efficient?

7 Duty of Service: Fairness 2 Underlying concepts: Impartial treatment of members of the public Right of individuals to consent to actions that affect their interests

8 How much Fairness is Enough? Procedural Fairness vs. Efficiency – a necessary choice? Proactively seeking public involvement = being fair?

9 Duty of Service to the Public Effective & efficient public service Duty of Fairness