1. Responsiveness and Trust Building
Rameshwor Bhandari , NASC

2. Key questions
What was your experience when you first visited any public office?
How do you think the women, poor and excluded being served by the existing governance system?

3. Outline
Analyzing the responsiveness
Elements of responsiveness
Characteristics of responsive and non- responsive services
Bringing the state closer to people
Trust building
Responsiveness: Inextricably linked
Conclusion

4. Responsiveness
It is also about bringing human face in the governance systems, processes and activities.
Responsiveness in service delivery is about listening, responding and informing to people and their needs.
The quality of service implies the ‘value for money’.
Government cannot avoid people for any reasons.

5. Responsiveness
“Listening” refers to civil servants/service providers listening to the feedback and needs of citizens/service users.
“Responding” refers to civil servants/service providers taking action to improve public services based on the feedback and needs of citizens/ service users.
“Informing” refers to civil servants/service providers providing information to citizens/ service.

6. Elements of responsiveness
Listening
Responding
Informing

7. Role Play

8. Key learning points 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

9. Responsiveness and trust buidling
Responsive Government
Trust

10. Listening to citizens

11. Key learning points 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.

12. Responding to public concerns

13. Key learning points Responding Empathetic Non-reactive but pragmatic
Timely
Dealing with difficult situation and people
Receive inputs and feedback

14. Informing citizens

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

16. Trust building framework
Service provider
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

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.

18. Key learning points
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

19. Thank You