1. Responsiveness and Trust Building

2. Key question
What are public services for?

3. Responsiveness
Responsiveness is how well the civil service meets the legitimate expectations of the population.
Level of achievement (average over the whole population) and distribution (equitable spread of the achievement to all segments of the population)
Bringing human face in the governance systems, processes and activities.
Responsiveness in service delivery: listening, supporting and responding to people and their needs.

4. Responsiveness
Responsiveness is fundamental, because it relates to basic human rights. Health systems, education, economic, political and cultural systems share responsiveness as a goal.
Responsiveness includes: dignity, confidentiality, autonomy, prompt attention, social support, basic amenities, and choice of provider.
WHO Strategy for the Measurement of Responsiveness

5. Role Play

6. Responsiveness 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

7. Responsiveness and trust building
Listening to citizens
Responding to public concerns
Informing citizens
Trust
Responsive Governance

8. Case
Case : “Sincere Efforts” (Gopal Bhandari) and "Food Shortage" (Sunita)
Please read the case carefully and then share in plenery:
To what extent did the servive provider listen, inform and respond to the request of sunita
What strategies did Gopal develop to improve the public image of the health post in terms of - Listening, Responding and Informing?

9. Listening to citizens

10. Informing citizens

11. Responding to public concerns

12. Responsiveness 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

13. Game: A-B SELL

14. 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.

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

16. 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

17. 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

18. 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.