2. Welcome to Intensive Training Programme-Training for All-Mid-Term Review-Regional Workshop in MGSIPA Chandigarh on 05.12.2011 Training Division Department of Personnel and Training Government of India

3. Is Government of India making an effort to improve public service quality ? The Economist, 12-18 March 2005 “We sometimes assume that policies will implement themselves.” “The civil service requires a better delivery culture.” “How do we connect policy with operations?” Citizens Politicians Civil Servants

4. Reforms in Public Service Delivery have to take a Center Stage “Effectiveness and efficiency of public service delivery is increasingly being demanded as a basic right of the citizen. Government is expected to be a service-provider rather than a mere administrator of a public service delivery system”. Dr. Manmohan Singh, Civil Service day speech, 21 April 2006 Getting the “Public” in the Service ! – Laxman’s Common Man need not be a mere spectator

5. Develop a Value Driven Service Delivery Culture Personal Effectiveness Leadership Effectiveness Create a Constructive and Effective Service Delivery Culture Co-Relation Between Capacity Building of service delivery personnel and Effectiveness in the Service Delivery What Constitutes Effective Service Delivery ? Effectiveness in Service Delivery always descends from the top Revolution always starts from the bottom.

6. KNOWLEDGE ( WHAT TO DO, WHY TO DO) ATITUDE SKILL (Service Provider)) (HOW TO DO) Ingredients for Effective Service Delivery How Improved KSA Impact Service Delivery Improved Service Delivery

7. Emerging Strategies for reforming Public Services Purpose Level Create-performance pressure Incentivise desirable behaviour Strengthen the entity Institutional  Promoting Competition  Right to Information  Encourage civil society  Performance based pay  Accountability Mechanism  Public Service Bill  PPP Organisational  Social Accountability  Decentralisation  Public Grievance Mechanism  Civil Service Awards  e-Governance Awards  Simplifying Transactions  Restructuring Agency Processes  Quality Management Systems  Partnership with civil society  PPP Individual  Accountability Mechanisms  Public Grievance Mechanism  Civil Service Awards  Training of frontline service delivery personnel

8. The Mechanics- How service delivery impact the poor Tangible asset- Land, equipment etc. Intangible knowledge, skill, labour information etc. Conversion Entitlement Set Endowment Set Goods and services a person can legally obtain Production- Agr. extn, credit, contract enforcement Transfer – admin of oldage pension Exchange- Employment exchange, Mandi mgt Tangible- Land record, security of tenure Intangible – Health & Education, law and order

9. Underlying Principal of ITP Capacity Building for Improvement in Public Administration Better Service Delivery Positive Impact on Poverty Individual level Developing model for training of frontline Service Delivery Personnel (training initiative under the ITP for CBPR )- DoPT financed Input Mediating VariableOutput

10. Training of personnel Training Division, DoPT Key Issues and Challenges State ATIs Direct Intervention in the Departmental Training of Personnel Concerned Department Result achieved Direct Training Intervention at District Level

11. District Department State Government Department Chain of Influence to achieve the Goals set by the Training Division State ATIs Hard to Control Training Division, DoPT, GoI Chain of Influence

12. Implementation Approach Training Division DoPT Funding, Concept, Handholding, Oversight State ATIs State ATIs State ATIs Management, Logistics, ToT, TNA, Training Material, Monitoring Pool of Trainers created by ATI from Line Departments/NGOs Conduct Actual Training at Decentralised locations Line Deptts Line Deptts Front line Service Delivery Personnel /PRI/PTA/User Group Members (Trainees) Nominate Trainees, Define the training needs, assist in preparation of training manuals NDFC YASHADA

13. Salient features of Secretary (Personnel)’s D.O. letter addressed to State Governments and State ATIs issuing the guidelines Introduction: Background Rationale Objective Significant Difference

14. Projects that can be undertaken Approaches Geographical Areas Sectors Project Execution Projection of Training requirement Partnership with state ATIS Identification of Training needs Designing of Training Modules Delivery of the Training Programme

15. Funding: No requirement of fresh LOA with the states Monitoring Training Division-National level Departmental level ATI level Steering committee Core committee Documentation

16. Category I – Utilised the full amount committed under LOA: Kanataka, Andhra Pradesh, Maharashtra, Madhya Pradesh, Manipur Category II – have utilized the first instalment: West Bengal, Tripura, Mizoram, Rajasthan, Himachal Pradesh, Uttarakahnd, Punjab, Haryana, Jharkhand, Assam, Meghalaya Category III – have partially utilized the first instalment: U.P., Goa, Gujarat, Kerala, Tamilnadu, Odisha, Bihar, J&K Category IV – No report of utilization of funds from: Sikkim, Nagaland, Arunachal Pradesh, Chhattisgarh Utilization of GOI funds Under ITP

17. ATIImplementation Hyderabad (AP)Kurnool district-water management, public health and welfare ( completed, funds of 50 lakh fully utilized) Nalgonda district-revenue, medical and health, rural development, panchayati raj, police, and welfare ( being taken up) Pune ( Maharashtra)Nanded District- Revenue and rural development, agriculture and cooperation, health and education, women and child development (funds of 50 lakh fully utilized)-project still going on Across the State- Water supply and sanitation sector (being taken up) Chennai (Tamilnadu)Tiruvannamalai District - Revenue, health, rural development, panchayati raj, agriculture, water supply and drainage (to be completed) funds utilized about 15 lakh out of Rs. 25 lakh given in the first installment Implementation status under ITP – region/district/sector specific

18. ATIImplementation Mysore (Karnataka)All 30 districts of state- revenue sector ( completed, funds fully utilized, a total of Rs. 96 lakh given by the central govt.) All 30 districts-health sector (being taken up)-50 lakh released on July 2011 Aizwal (Mizoram)3 distircts –good governance training to all employees of 3 districts (total funds of 30 lakh given utilized) Fresh proposal for Aizwal district in various themes is under process Imphal (Manipur)Training on various aspects of computer applications to the employees of state govt. ( funds to the tune of Rs. 30 lakh [under LOA] fully utilized ). Another Rs. 30 lakh released for govt. functionaries of local bodies Bhubaneshwar ( Odisha) 17 select districts- improvement of livelihood through small animal development ( second installment of Rs. 25 lakh released) Implementation status under ITP – region/district/sector specific-cont…..

19. ATIImplementation Nainital ( Uttarakhand)District Bageshwar- water and sanitation sector ( first installment funds utilized, completed). Another Rs. 29.82 lakh released on November 2010. Districts of Almora, Bageshwar, Champawat, Nainital, Udhamsingh nagar and Pithoragarh- urban development, social welfare, food and civil supplies, tourism and transport ( being taken up) Chandigarh (Punjab )7 districts of Patiala Division – General Management and behavioral skills (funds given in first installment utilized). Second installment of Rs. 25 lakh released in Feb. 2011. Second installment UC yet to be receive. Fresh proposal for ITP received for 7 districts comprising four departments ( social security and welfare, animal husbandry, dairy development and agriculture) of Jalandhar division Jaipur ( Rajasthan)Bikaner district project completed (first installment of Rs. 25 lakh funds utilized). Another Rs. 62 lakh given for ITP in district Ajmer and Tonk-public service deptt in social sector Agartala( Tripura)Across the state-Education deptt. officials (funds to the tune of Rs. 15 lakh given in the first installment utilized). Another Rs. 12 lakh given. Implementation status under ITP – region/district/sector specific cont…….

20. ATIImplementation Shimla( HP)Across the state-officials of HP electricity board (funds-Rs. 25 lakh given in first installment utilized). Another Rs.18 lakh given on Nov. 2010. Ahmedabad (Gujarat) Bharuch district project –in the sectors-food security, e-dhara, social security, water-supply etc. ( first installment funds partially utilized, second installment of Rs. 15 lakh released ) Gurgaon ( Haryana)Jhajjar district project-in the sectors of health, water and sanitation, education, disaster management, decentralized governance, etc. ( first installment funds utilized). Another installment released in October 2011. Implementation status under ITP – region/district/sector specific cont…..

21. ATIImplementation Kolkata (WB)District Nadia-agriculture, animal resource development, backward classes welfare, horticulture, women and child development, social welfare District Burdwan- Burdwan collectorate, Food and supplies, Backward class, welfare, women and child development, social welfare, land and land reforms Across the state- Excise deptt. (funds given in first installment utilized). Another installment of Rs. 25 lakh released in March 2011 Lucknow (UP)District Jhansi- public distribution, revenue, education, health and social welfare ( first installment funds partially utilized, to be completed). Another Rs. 8 lakh released in Feb. 2011. GoaNorth and South district- officials of district collectorates ( first installment of Rs. 10 lakh partially utilized, to be completed). Another Rs. 2.33 lakh released in Feb. 2011. Implementation status under ITP – region/district/sector specific cont….

22. Lessons to learn ATI has to emerge as the facilitator: ATI has to transform its role from an actual provider/implementer of training to that of a catalyst and facilitator. Existing infrastructure and facilities with the ATI should not be a constraint: The reach and capacity of the ATI to provide large scale training has to be extendable. Demand driven training in close partnership with the client departments: District administration and the line departments are two important partners whose cooperation has to be successfully obtained. Systematic approach to training: The States have to closely follow DoPT model on systematic approach to training

23. Lessons to learn…….. Providing the citizen’s perspective to the trainees through involvement of Civil Society Organisations: Apart from trainers from the departments and the ATIs, trainers with NGO affiliations also to be involved to provide an “outside the government” perspective to the trainees Convergence of development schemes and processes through training: has to be attempted through bringing all stakeholders in a particular sector to one common training programme or through making a frontline functionary repository of all knowledge on development schemes for enabling one source information. Potential trainers drawn from the concerned departments and trained as trainers: Large scale training capacity has to be created by drawing candidates from line departments and developed as trainers.

24. Training of grass root functionaries leads to improvement in public service delivery : The reports from the field should indicate that the trainees (post training) have taken up interesting and innovative initiatives at their job sites. Lessons to learn…….. Concurrent process documentation: This may help internalise the learning from the programme and build an intellectual capital and knowledge management with the help of the National Documentation Centre

25. Some photographs of ITP workshops and visit of ITP training classes

26. US (ITP) visiting a class of Tasildars, etc. in Mysore

27. DG, ATI Mysore addressing a training class

28. US-Trg. Interacting with Dr. Sunil Dhapte, Nodal Officer, (ITP), YASHADA, Pune, Dec.2010

29. ITP class of sanitary workers, Kurnool, AP, Dec. 2010

30. ITP class of sanitary workers, Kurnool, AP-US(ITP) in the middle observing, Dec. 2011

32. ITP workshop on 21.04.2011, Hyderabad, JS(T) second from the right

33. ITP workshop on 21.04.2011, Hyderabad

34. ITP workshop on 21.04.2011 Hyderabad- Group Photo

35. US-ITP interacting with the trainers, Bhubaneshwar, Sep. 2011

36. US (ITP) visiting an ITP class in Trivandrum, Sep. 2011

37. A class of Police sub-inspectors in Trivandrum, Sep. 2011