Public Service Delivery 9/29/2019 Geetanjali Upadhyaya ACMD - 2018

About the session Issues and challenges of Public Service Delivery Case: Nepal National Governance Survey Modus Operandi: My experience, My approach, My intervention, My innovation, My Story ACMD - 2019 9/29/2019

ACMD - 2019 9/29/2019 ACMD - 2018

Visualizing public service (delivery) Close your eyes Think of public service *delivery* in Nepal (10 seconds) Express your thoughts in pictures – No words (10 minutes) As a service seeker As a service provider ACMD - 2019 9/29/2019

What do you see? ACMD - 2019 9/29/2019 ACMD - 2018

Public service is cheap. Service seekers are often welcomed. Do you agree? Public service is cheap. Service seekers are often welcomed. Bureaucrats and bureaucracy have positive connotation. Quality of public service is improving. Public awareness and so the expectations have increased. ACMD - 2019 9/29/2019

# People’s PERCEPTION of the state of governance ACMD - 2019 9/29/2019

Service density? ACMD - 2019 9/29/2019

Source of information? ACMD - 2019 9/29/2019

Discussion: Making Citizen Charter work ACMD - 2019 9/29/2019

Multiple attempts? Why? ACMD - 2019 9/29/2019

Barriers in accessing? ACMD - 2019 9/29/2019

Video: A case of India ACMD - 2019 9/29/2019

A case of India “After we started the online services, we realised only 10% of the public used the services. They were hesitant to use the online platform. Thus, we came up with the idea of sending officials to everyone’s doorstep that could assist the public in filling forms and fee collection.” ACMD - 2019 9/29/2019 ACMD - 2018

A Case of India Dial 1076, the call centre (CC) ACMD - 2019 9/29/2019 CC executive notes down basic details CC informs about the documents required & the payment to be made CC executive books an appointment Mobile sahayak (MS) reaches the doorstep MS confirms the service request & enters the details of the citizen in the portal. MS uploads documents on the portal Payment for the service made by the citizen to the MS Person gets a confirmation SMS with details of the service The submitted application is forwarded to the department concerned. Govt department takes a decision On service completion, certificate or the physical document is delivered to the doorstep of the citizen by the MS A Case of India ACMD - 2019 9/29/2019

ACMD - 2019 9/29/2019

People are optimistic towards improvements in public services People are optimistic towards improvements in public services. (Nepal National Governance Survey, 2018) BAT - 2018 9/29/2019

Thank You ACMD - 2019 9/29/2019