1. Trilochan Pokharel, trilochan.pokharel@nasc.org.np
Responsiveness and Trust Building
Trilochan Pokharel,

2. Learning objectives
At the end of the session, participants will be able to:
Explain the meaning of responsiveness
Describe three ingredients of responsiveness
Analyze the implications of responsiveness in public service delivery
Analyze different ways of building trust towards public organizations
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3. Session outlines Meaning of responsiveness
Components of responsiveness
Implications of responsiveness in service delivery
Ways of building trust towards public organizations
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4. Why this man spent hours in net practice?
Who is this?
18426 (463)
15921 (200)
22 years 91 days
100
62 awards
Why this man spent hours in net practice?
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5. What is key to success in public service?
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6. Making governance inclusive
Gender Equality and Social Inclusion
Accountability
Responsiveness
Inclusive Governance
Ethics and Integrity
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7. What is responsiveness?
Listening to citizens
Informing citizens
Responding to public concerns
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8. Responsiveness
“Listening” refers to civil servants/service providers listening to the feedback and needs of citizens/service users,
“Responding” refers to civil servants/service providers taking action to improve public services based on the feedback and needs of citizens/ service users,
“Informing” refers to civil servants/service providers providing information to citizens/ service
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9. What improves responsiveness?
Critical questions
What improves ‘Listening’ ability?
What improves ‘Responding’ ability?
What improves ‘Informing’ ability?
What improves responsiveness?
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10. Empathy
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11. Proactive
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12. Constructive engagement
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13. Commitment
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14. Human face
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15. Behaviour change
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16. Some points to think
Delivering public services to the people with greater empathy, efficiency and human face
In the absence of responsiveness, accountability becomes mechanical
Responsiveness brings human sense in the public service delivery
Responsiveness demands quality of interaction between a public service organizations and citizens
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17. Responsiveness in civil service
Civil servants in Nepal are generally reactive and process oriented
Being reactive keeps the civil servants at distance from the citizen while developing responsiveness encourages them the play the role of facilitator
Being responsive for civil servant means reducing gaps between state and the people
Responsive civil servants seek opportunities in providing services to people
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18. Responsiveness...
Responsive civil servants show commitments towards national and organizational objectives and respect the rule of law
They see people's interest from the human rights perspectives
Responsive civil servants create environment for people's engagement in governance system
It is to reinforce the role definition of civil service and empower people
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19. Principles of civil servants
Serving the public interest
Transparency
Integrity
Legitimacy
Fairness
Responsiveness
Efficiency and effectiveness
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20. How does responsiveness improve service delivery
Responsiveness in public organizations encourages serving the disadvantages and marginalized community (women, poor and excluded)
It is about challenging the restricting bureaucratic behaviours to serve the clients
It encourages them to be progressive, anticipative and looking forward
It makes the governance institutions, mechanisms, processes and services accessible by clients
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21. How laws can be implemented
Creating awareness
Strengthening service delivery mechanisms
Capacity building of people
Transparency
Review and revision of restrictive provisions
Political and bureaucratic commitments
Monitoring and evaluation
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22. Trust Building
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23. Reasons for building trust
Building credibility of the public organizations
Increasing public satisfaction
Encouraging public to demand and utilize public services
Quality improvement in public service delivery
Constructive engagement
Gain public support
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24. People (Service Provider)
How can we build trust
People (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
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25. Conclusion Responsiveness is about engagement with people
It is foundation of anticipative governance
It is about creating trust with people
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
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26. Thank You
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