1. Responsiveness and Trust Building

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

3. Responsiveness
Responsiveness in service delivery is about listening, supporting and responding to people and their needs.
It is also about bringing human face in the governance systems, processes and activities.
The quality of service implies the ‘value for money’.

4. Role Play

5. Learning 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

6. Learning 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

7. Listening to citizens

8. Informing citizens

9. Responding to public concerns

10. Responsiveness and trust buidling
Responsive Governance

11. Game: A-B SELL

12. 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.

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

14. 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

15. 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

16. 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.