1. RESPONSIVENESS AND TRUST BUILDING

2. Key questions o How was your experience when you first visited an office (private or public)? o How are women, poor and excluded being served by the existing governance system?

3. Responsiveness  Responsiveness in service delivery: listening, supporting and responding to people and their needs.  Bringing human face in the governance systems, processes and activities.

4. Role Play

5. Learning  Responsiveness is about engagement with people  It is foundation of anticipative governance  It is about creating trust  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

6. Learning  Be prepared to handle difficult situation,  Believe in self and take initiative with commitment but know your limitations  Have constructive engagement with all the stakeholders—support, recognition, ownership and trust  Be transparent—inform and get informed

7. Listening to citizens

8. Informing citizens

9. Responding to public concerns

10. Responsiveness and trust buidling Responsive Governance Trust

11. Case  Case study: “Sincere Efforts” (Gopal Bhandari)  Please read the case carefully and then discuss in group :  What strategies did Gopal develop to improve the public image of the health post in terms of - Listening, Responding and Informing? Note your points on paper, and be prepared to share the findings verbally in plenary.

12. Game: A-B SELL

13. How? Listening  Be attentive to the service recipients.  Be open minded, unbiased and have learning attitude.  Pro-activeness and soliciting—make them speak, consult them on what they look for.  Presence of mind.  Analytical: to situation and people, and cross validation.

14. How? Responding  Empathetic  Non-reactive but pragmatic  Timely  Dealing with difficult situation and people  Receive inputs and feedback

15. How? Informing  Quality information (Timely, preciseness, appropriateness, honesty)  Updated and continuous  Ensure people understand the information and feel comfortable with the information provided  Appropriate use of technology/ICT

16. Trust building framework Service provider Integrity and ethics Effective communication Positive attitude Learning attitude Competency Integrity and ethics Effective communication Positive attitude Learning attitude Competency Simplifying process Promptness M & E Grievance redress Clear information Simplifying process Promptness M & E Grievance redress Clear information Vision Values Legal & policy documents Structure Vision Values Legal & policy documents Structure Process Institution Trust Building Feedback

17. Responsiveness : inextricably linked  Trust is the function of accountability, responsiveness and integrity.  In absence of responsiveness, accountability becomes mechanical.  Responsiveness demands quality interaction between public organization and citizens.  Being responsive means reducing gaps between state and people  Integrity is the foundation for accountability and responsiveness.