1. Public Service Delivery in Practice
Rajendra Adhikari, Director of Studies

2. Modality Organization visit Classroom sessions and group works
Sharing the learning by participants in groups
Debriefing
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3. Session outline Publicness of public service State of public service
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4. What is happening here?
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5. Aggression or trust?
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6. Aggression or trust towards DAO—Government?
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7. Context and Theoretical Arguments
Publicness in the public services (Haque, 2001)
We evaluate publicness in the following dimensions:
the degree of public-private distinction—service norms impartiality and openness, equality and representation, monopolistic and complex nature, and longer and broader social impacts;
the publicness of public service may become questionable if these features are marginalized by the principles of business management
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8. Context and Theoretical Arguments
composition of service recipients –a greater number implies a higher degree of publicness
nature of the role played in society –broader/more intensive role represents its wider societal impacts
public accountability –public hearings, grievance procedures
public trust – credibility, leadership, and responsiveness of public service to serve the people
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9. Context and Theoretical Arguments
Publicness of services encompasses to the services:
to the public;
Designed on behalf/for the public;
Denoting to public goods;
that held accountable by the public;
However publicness is 'difficult to determine in what sense precisely and originally called any service is public'.
Source: WHAT IS PUBLIC ABOUT PUBLIC SERVICES?
Brendan Martin
(a background paper for the World Development Report, 2004, Making Services Work for Poor People)
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10. Theoretical argumentation
1. How public is public service?
Arthur Ringeling
Prof. em. of Public Administration
Erasmus University Rotterdam
2. Efficiency vs justice
3. User's cost vs cost of public service – can citizen or government define the cost?
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11. Theoretical argumentation
Theory of public service efficiency (Andrews & Entwistle, 2014)
Productive – output maximization
Distributive- equity
Dynamic- projected service
Allocative – gap in demand and supply
Synthesis?
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12. Public Service Survey 2016 Methods and Materials 1374 respondents
38 districts (Terai and Hill)
4 public offices – District Administration Office, District Development Committee, Land Revenue and Municipalities
1374 respondents
Client exit interview
User’s perception theory
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13. 3. Evidence- rethinking public service
Use of agency
Nearly four in ten people were able to receive services on their own
More women require accompany
Reasons : lack of information and confidence to interact with service provider
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14. 3. Evidence… Attempts made to receive services
About six in ten received services in single attempts
More women were to receive service in single attempts
Reason: inadequate document and lack of clear information
Patronage in service process – having someone known has benefits in service receiving
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15. 3. Evidence… User's: additional expenses
Around 80 percent had additional expenses in cash
Mean additional expenses – NPR 853
(Land administration and development related activities were more expensive)
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16. 3. Evidence… Days spent to receive services
6 in 10 within a day
3 in 10 within 2 to 3 days
Days increase for land administration and development activities
Time to receive service after reporting service center
3.45 hours
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17. 3. Evidence… Presence of intermediary
Three out of ten clients took support of intermediary
Average cost – NPR 1,056.00
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18. Satisfaction with service quality
3. Evidence
Satisfaction with service quality
Nearly 70 percent clients were either fully or partially satisfied
Reasons
Convenient service
Good behaviour of service provider
Service as expected
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19. 3. Evidence 30% were dissatisfied Reasons unsystematic service
costly service
unfriendly behaviour of service provider
service not as expected
inconvenient or complicated service
delay in service
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20. 4. Rethinking Public Services
Public service is under pressure as there are increasing public awareness and expectations promoted by civic education, social media and technological advancement.
Define and design- Customer as co-producer of services.
End-user efficiency- Reform on public service should ensure cost reduction on people’s side while accessing the public services.
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21. 4. Rethinking… Criticisms of Nepal’s public service Process oriented
Cost- users pay additional cost
Time
Costumer orientation
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22. 4. Rethinking… Does it solve public problem?
How to establishing entitlements?
How to reach bottom of pyramids and reducing cost to access services?
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23. Don’t tell your answer How do you define public service?
What are underlying principles of public service?
What is current status of public service in Nepal?
How can public service be improved?
What is your role in delivering public service effectively?
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24. Organization Visit: Magh 19, 2074 Inland Revenue Office, Area-3, Lazimpat, Kathmandu
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25. Group A: Physical aspects of Organization
Assignment:
Group A: Physical aspects of Organization
Location of the organization (proximity of service recipients, road facility)
Infrastructure (land and building, utilities, parking facility, seating arrangements, restroom facilities for service recipients etc.)
Office layout and arrangements for service
Group Members – R.N. 1-7
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26. Organization Visit
Group B: Objective and functions of the Organization
Vision, mission and objectives of the organization
Major functions and range of services provided
Interrelation/ interdependency with other organizations
Group Members: R. N. 8-14
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27. Organization Visit Group C: Structure and Staffing
Departmentation (How the work is divided and organized)
Reporting relationships (who reports to whom)
Where the decisions are made
Total no. of staff (darbandi and existing)
Group Members: R. N
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28. Organization Visit Group D: Organizational Culture and practices:
Communication pattern (how people interact each other)
How the decisions are made (participation, involvement etc.)
Punctuality of staff members and availability
Service orientation, commitment and dedication
Group Members: R. N
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29. Organization Visit Group E: Service Delivery
Service process flow (where and how services start and end)
Average no. of service recipients served per day
Technology (use of software, ICT )
General impression of the service recipients
Group Members: R. N
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30. Learning Recapitulation
A group of three people: Lessons learnt (Overall summary of lessons from organization visit and major points from the presentation) Group Members: R. N. 5, 20, 30
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31. Rules of game
Prepare presentation in flip chart highlighting major points of assignment
Presentation time: 20 mins. each
Work on presentation-Wednesday-Magh 24 Session-I
Nominate team leader for presentation
Presentation begins from sharply at 12:10 pm Friday (Magh 24, 2074)
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32. Thank You
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