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

2. Modality Classroom sessions and group works Organization visit
Sharing the learning by participants in groups
Debriefing
NASC 2016
11/30/2018

3. Session outline Why public service?
Actors (and interest) of public service
Underlying assumptions
Your role
NASC 2016
11/30/2018

4. Context and Theoretical Arguments
Publicness in the public services (Haque, 2001)
distinct from private sectors
scope and composition
influence in the society
public accountability and trust
NASC 2016
11/30/2018

5. Public Service Survey 2015 14 districts (Terai and Hill)
4 public offices – District Administration Office, District Development Committee, Land Revenue and Municipalities
231 respondents
Client exit interview
User’s perception theory
NASC 2016
11/30/2018

6. How do people receive service? (in %, N=231)
NASC 2016
11/30/2018

7. Reasons for accompany (in %, N=157)
NASC 2016
11/30/2018

8. How many attempts do people make to receive service? (in %, N=231)
NASC 2016
11/30/2018

9. Reasons for multiple attempts (N=93)*%
Inadequate document 56
58.3
Insufficient time 26
27.1
Lack of information 22
22.9
Absence of service provider 13
13.5
Large number of service receiver 11
11.5
Service provider did not want 5
5.6
Missing records in the office 3
3.4
No electricity or other utilities 2
2.2
Conflict between clients 1
1.1
NASC 2016
11/30/2018

10. Relationship with service provider
Relationship with service provider and satisfaction on service delivery
Satisfaction on service delivery
Relationship with service provider
Total (%)
N=231
Yes (%)
N=64
No (%)
N=167
Satisfied
76.6
53.9
60.2
Dissatisfied
23.4
46.1
39.8
Total
100.00
Chi Square
9.922***
Likelihood Ratio
10.409***
NASC 2016
11/30/2018

11. How much do people spend in cash beside service fee?
Additional expenses (in NRs) N %
Less 500 99
52.4 33
17.5 51
27.0
5001 and more 6
3.2
Mean
Total
189
100.0
NASC 2016
11/30/2018

12. Time spent by type of services
Days spent
Type of services
Total (%)
N=231
General Administration (%)
N=117
Land Administration (%)
N=89
Development Activities
(%)
N=25
1 or less
53.0
64.0
28.0
54.5
2 to 3
35.9
31.5
52.0
4 or more
11.1
4.5
20.0
9.5
Total
100.00
100.0
Chi Square
12.600**
Likelihood Ratio
12.896**
NASC 2016
11/30/2018

13. Overall experience
NASC 2016
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14. Overall experience Reasons for satisfaction (N=139)*
Convenient service 64
47.4
Good behaviour of service provider 54
40.0
Service as expected 43
39.3
Systematic service process 38
28.1
Low cost to recieve service 37
27.4
Prompt service 1
0.7
Reasons for dissatisfaction (N=92)*
Unsystematic service process 42
44.2
Costly to recieve service 41
43.2
Unfrienldy behaviour of service provider 32
33.7
Service not as expected 30
31.6
Inconvenient service 25
26.3
Delay in service 11
11.6
Difficulty in documentation 2
2.1
NASC 2016
11/30/2018

15. Work in Group
Group A: Why is public service necessary? Group B: Who are the actors of public service and what are their interests? Group C: What are the underlying principles of public service design, delivery and evaluation? Group D: What is your role in delivering public services? Group Work: 15 minutes Plenary: 6 minutes each
NASC 2016
11/30/2018

16. Re-understanding public service
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?
NASC 2016
11/30/2018

17. Organization Visit 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. 1-6
NASC 2016
11/30/2018

18. 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. 7-12
NASC 2016
11/30/2018

19. 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)
Qualification and competence of staff
Group Members: R. N
NASC 2016
11/30/2018

20. 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
NASC 2016
11/30/2018

21. 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
NASC 2016
11/30/2018

22. A group of three people: Lessons learnt (Overall summary of lessons from organization visit and major points from the presentation) Group Members: R. N. 6, 18, 29
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23. Rules of game
Prepare a short presentation in flip chart highlighting major points of assignment
Presentation time: 10 mins each
Mange your time for preparation
Nominate team leader for presentation
Presentation begins from 14:30 hrs
NASC 2016
11/30/2018