1. Public service design and delivery (Advanced Course on Management and Development)

2. Agenda for today Efficiency in public service
Principles of service design
Design components
Designing public service
© NASC 2019

3. Theory of public service efficiency
Productive – output maximization
Distributive- equity
Synthesis?
Dynamic- projected service
Allocative – gap in demand and supply
© NASC 2019
Adapted from Andrews & Entwistle, 2014

4. Contending arguments Efficiency vs. justice
Public sector efficiency vs user’s cost: whose/who calculates the cost?
Cost of public service – can citizen define the cost?
© NASC 2019

5. Criticisms of Nepal’s public service
Process oriented
Cost shifting- citizens pay additional cost
Higher opportunity cost
Lacks citizen orientation
© NASC 2019

6. Public service environment
Increased interconnection and diffusion
Increased complexity
Blurred governance
Trust deficit
High expectation towards public sector
© NASC 2019

7. Way of (re)thinking public service
Classic/Old Process
Policy
Process
Systems
Users
Stasis
New Process
Users/Citizens
Service (Re)design
System development
Policy checks
Feedback
Refer to Denhardt and Denhardt (2000), The New Public Service: Serving Rather than Steering.
Adapted from Bracken (2013)
© NASC 2019

8. Basic principles of public service design
Citizen centered
Sequential but iterative
Qualitative
Holistic
© NASC 2019

9. Design elements Empathize- knowing citizen Define- identifying problem
Ideate- thinking of solution
Prototype- designing solution
Test- being assured that solution works
Refer to UNDP (2014). Design Thinking for Public Service Excellence.
© NASC 2019

10. Design components and Parameters
Knowing people & need
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?
Public service as a co-creation
© NASC 2019

11. Public service design exercise- Case of Khandbari Municipality
(Group work: 60 mins, sharing 10 min each)
© NASC 2019

12. Thank You
© NASC 2019