1. Governance and Service Delivery (Advanced Course on Management and Development)

2. Agenda for today Status of public service Principles of service design
Design components
Designing public service
NASC 2018

3. Publicness in public service
distinct from private sectors
scope and composition
influence in the society
public accountability and trust
NASC 2018

4. Theory of public service efficiency
Productive – output maximization
Distributive- equity
Synthesis?
Dynamic- projected service
Allocative – gap in demand and supply
NASC 2018
Adapted from Andrews & Entwistle, 2014

5. Contending arguments Efficiency vs justice
Public sector efficiency vs user’s cost
Cost of public service – can citizen define the cost?
NASC 2018

6. Summary of Quality of Public Service Survey- 2016/17 conducted by NASC Team

7. Methods and Materials 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
NASC 2018

8. Status of Public Service in Nepal
Based on the data and your experience, what are your impressions about public service of Nepal?
Demand Side
Accessibility
Process
Cost
Response from provider
Supply Side
Process
Competency of providers- KSA
Resources
NASC 2018

9. NASC 2018

10. Governance status of Nepal
Source: World Bank, 2016.
NASC 2018

11. Summarizing Nepal’s Public Service
Context
Public service is under pressure as there are increasing public awareness and expectations promoted by civic education, social media and technological advancement.
NASC 2018

12. Summarizing Nepal’s Public Service
Define and design
Citizens as co-producer of services.
NASC 2018

13. Summarizing Nepal’s Public Service
End-user efficiency
Reform on public service should ensure cost reduction on people’s side while accessing the public services.
NASC 2018

14. Criticisms of Nepal’s public service
Process oriented
Cost shifting- citizens pay additional cost
Higher opportunity cost
Lacks citizen orientation
NASC 2018

15. Public service environment
Increased interconnection and diffusion
Increased complexity
Blurred governance
Reduced trust
High expectation towards public sector
NASC 2018

16. Way of (re)thinking public service
Classic/Old Process
Policy
Process
Systems
Users
Stasis
New Process
Users
Service (Re)design
System development
Policy checks
Feedback
Adapted from Bracken (2013)
Refer to Denhardt and Denhardt (2000), The New Public Service: Serving Rather than Steering.
NASC 2018

17. Basic principles of public service design
Citizen centered
Sequential but iterative
Qualitative
Holistic
NASC 2018

18. Design elements Empathize Define Ideate Prototype Test
Refer to UNDP (2014). Design Thinking for Public Service Excellence.
NASC 2018

19. Design components and Parameters
Knowing people & demand
Who? Where? Their need? Limitations?
Define service specification
What? When? By whom?
Delivery mechanism
How? Who will? Where? What type?
Communication
Key message? Audience? Medium?
Evaluation
How? Who? When? Value?
NASC 2018

20. Design components and parameters
Knowing people & demand
Who? Where? Their need? Limitations?
Define service specification
What? When? By whom?
Delivery mechanism
How? Who will? Where? What type?
Public service as a co-creation
Communication
Key message? Audience? Medium?
Evaluation
How? Who? When? Value?
NASC 2018

21. Public service design exercise
(Group work: 60 mins, sharing 10 min each)
NASC 2018

22. Thank You
NASC 2018