Trilochan Pokharel, NASC Responsiveness and Trust Building Trilochan Pokharel, NASC

Learning objectives At the end of the session, participants will be able to: Explain the meaning of responsiveness Describe three ingredients of responsiveness Analyze the implications of responsiveness in public service delivery Analyze different ways of building trust towards public organizations NASC-IG 24/05/2019

Session outlines Meaning of responsiveness for civil servants Components of responsiveness Implications of responsiveness in service delivery Ways of building trust towards public organizations NASC-IG 24/05/2019

Responsiveness in Inclusive Governance Gender Equality and Social Inclusion Accou ntabili ty Respo nsiven ess Inclusive Governance Ethics and Integrity NASC-IG 24/05/2019

What is responsiveness? Listening to citizens Responsive governance Informing citizens Responding to public concerns NASC-IG 24/05/2019

What... Delivering public services to the people with greater empathy, efficiency and human face In the absence of responsiveness, accountability becomes mechanical Responsiveness brings human sense in the public service delivery Responsiveness demands quality of interaction between a public service organizations and citizens NASC-IG 24/05/2019

Responsiveness in civil service Civil servants in Nepal are generally reactive and process oriented Being reactive keeps the civil servants at distance from the citizen while developing responsiveness encourages them the play the role of facilitator Being responsive for civil servant means reducing gaps between state and the people Responsive civil servants seek opportunities in providing services to people NASC-IG 24/05/2019

Responsiveness... Responsive civil servants show commitments towards national and organizational objectives and respect the rule of law They see people's interest from the human rights perspectives Responsive civil servants create environment for people's engagement in governance system It is to reinforce the role definition of civil service and empower people NASC-IG 24/05/2019

Principles of civil servants Serving the public interest Transparency Integrity Legitimacy Fairness Responsiveness Efficiency and effectiveness NASC-IG 24/05/2019

How does responsiveness improve service delivery Responsiveness in public organizations encourages serving the disadvantages and marginalized community (women, poor and excluded) It is about challenging the restricting bureaucratic behaviours to serve the WPEs It encourages them to be progressive, anticipative and looking forward It makes the governance institutions, mechanisms, processes and services accessible by WPEs NASC-IG 24/05/2019

Existing laws and entitlements The Interim Constitution of Nepal 2007 Preamble - addressing the problem of class, caste, region and gender; commitments to civil liberties, fundamental rights, human rights, rule of law Envisioned efficient and effective bureaucracy to provide better public services to people Responsibilities, directive principles and policies of the state- ... to ensure progressive political, economic and social change in the country; ... neutral, competent and clean administration and to maintain good governance by eliminating corruption and impunity; ... inclusive, democratic and progressive restructuring of state; ... raising the standard of living of the general public...; policies to reach marginalized and disadvantaged people... NASC-IG 24/05/2019

Existing Civil Service Act 1993 Preamble- Civil service more capable, vigorous, service oriented and responsible Oath before assuming the office to serve the nation and people NASC-IG 24/05/2019

Existing... Good Governance Act 2008 Tenth Plan 2002-2007 Preamble - ... public administration of the country pro- people, transparent, inclusive and participatory... transform the administrative mechanism into service delivery mechanism and facilitator... Role definition of officials and mechanisms to improve public service delivery Tenth Plan 2002-2007 Three Year Interim Plan 2007/08-2009/10 Three Year Plan 2010/11-2012/13 NASC-IG 24/05/2019

How laws can be implemented Creating awareness Strengthening service delivery mechanisms Capacity building of people Transparency Review and revision of restrictive provisions Political and bureaucratic commitments Monitoring and evaluation NASC-IG 24/05/2019

Trust Building NASC-IG 24/05/2019

Reasons for building trust Building credibility of the public organizations Increasing public satisfaction Encouraging public to demand and utilize public services Quality improvement in public service delivery Constructive engagement Gain public support NASC-IG 24/05/2019

How can we build trust People 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 NASC-IG 24/05/2019

Conclusion 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 NASC-IG 24/05/2019

Thank You NASC-IG 24/05/2019