Structure

• Introduction – define the components in standards of service delivery
• Body – state the challenges and how they can be overcome. Use sevottam model, sakala as examples to describe solutions
• Conclusion – measures required to scale up such models or significance of effective service delivery

Content

Quality of service Delivery

Service quality is a comparison of expectations with performance.

Service delivery standards are the minimum level of expected service in terms of quality, process, time and cost that the government service commits to deliver to its client or those that the client should expect to receive.

It can be achieved by

• Understanding & improving operational
• identifying problems quickly & systematically
• Establishing valid and valuable service and Performance

Various Dimensions of service Quality

• Competence- possession of the required skills and knowledge to perform the
• Courtesy- consideration, neat appearance, politeness, respect and friendliness of the contact
• Credibility- trust worthy, belief, honesty having the customers best interest @ prime
• Security – customer feeling free pom danger, risk, or doubt including physical safety, financial security &
• Access- approachability & ease of contact
• Communication- informing in local languages as well as listening to
• Knowing the customer – to understand their needs, providing individualized
• Tangibles- ie physical evidence of the service
• Reliability- ability to perform the promised service in a dependable & accurate
• Responsiveness- willingness of personnel in providing prompt and timely

Challenges

1. Primary focus has been on convenience of service providers rather than service
2. Factors like-
   • Complex regulations
   • Lack of information
   • Lack of accountability
   • Corruption
   • Unresponsive
   • Unsympathetic
   • Complicated forms
   • Absence of performance standards
   • Incompetence
   • Inefficient
3. Ensuring better public service delivery, that is available uninterrupted all the time & at the cost within the reach of all

Suggestion for Improving Service Delivery

To create responsive, transparent & accountable system of public service delivery.

1. To place people at the centre of all development , and activities of government above all political & administrative consideration ; Treating them as valued participants; Enabling them alternate choice.
2. Provide service according to specific standard through easily accessible inter face such as one stop single window, automated service delivery outlets etc.
3. Ensure minimum tenure of Public servants & create a stable & conducive environment., for public servants to deliver results
4. Ensure value for money & cost effectiveness exploring alternative mechanism like outsourcing, PPP etc.
5. Develop appropriate cost, time and quality benchmark for service delivery outcome against which post implementation review can be done
6. Promote decentralization & strengthen rural and urban local bodies as grassroots level self governing institutions to improve service delivery-capacity building
7. Enable people & their organization to undertake the delivery of service themselves or assist them in delivering services, adopt participatory mechanism in public delivery, involve CS, NGO’s SHGs, etc
8. Establish independent regulatory mechanism & effective implementation of consumer protection law; undertake 3^rd party appraisal.
9. Firmly establish the Rule of law & maintain public order at all times
10. To develop & implement a core governance & core reform agenda covering key social, economic & human development goals which are in the supreme interest of the people & socio- economic development & which need to be pursued with a vision on a long term basis

Sevottam Model:

Its expected that by including public service accountability as a performance criterion, the attitudes & behavior of govt, employed towards the public will change.

Sevottam is one such model which involves identification of

• Services delivered to the citizens
• Quality of service
• Objective
• Improvement of quality
• By hiring innovative methods for developing business process &
• Being more informative with the help of

The citizen centric govt., commitment of GOI has led to development of this model. Its referred to as Indian standard IS:15700:2005 & India is the country to have published std for public service delivery.

Its excepted that by including public service accountability as a performance creti, the attitude & behavour of govt, employees towards the public will change.

SAKALA

Karnataka Sakala Services Act was passed in 2011 to provide guarantee of services to citizens in the Indian state of Karnataka with a stipulated time limiting to citizen related services. The act came to be known as Sakala act since November 2012. Karnataka is the tenth state to incorporate an act under Right to Public Services legislation. The Sakala program is backed by a comprehensive information technology network, developed by the National Informatics Centre (NIC) to provide solutions and services and to monitor the services.

Coverage

• The pilot phase of the Sakala was launched on 1 March 2012 in northern most backward taluk of Aurad in Bidar district and in three other Taluks of Chitradurga, Dharwad and Dakshina Kannada districts. The program was fully launched on April 1, covering the entire state with 151 services in 11 departments
• The Second phase began on 2 November 2012 wherein 114 additional services have been added taking the total to 265
• The Third phase began on 16 August 2013 wherein 110 services have been added taking the total to 375
• In the Fourth phase, in September 2013, another 44 services have been added to the Sakala Umbrella – taking Sakala to 419 service
• In the Fifth phase, an additional 28 services were added taking the total to 447 services. In the Sixth phase, on 6 February 2014, an additional 32 services were added taking the total to 478 services spanning across 47 departments with 135 services offered online. This is the highest number of services among the states having Time Bound Services to citizens’ act in the country. About 46 million applications have been received under Sakala till April 2014. The services are extended to all 6.12 crore citizens of the state. Few services include Caste & income certificate (Revenue Dept.), Residence certificate (Revenue Dept.), Registration of Birth and Death (Urban development & Revenue Dept.), Driving license (Transport Dept.), Khatha transfer documents (Urban development), Issue and modifications of Ration cards (Food Dept.), Survey and Settlement (Revenue), House plan Sanction (Urban Local Bodies), Copy of FIR/Petitions (Police Dept.)

Grievance redressal

In case the application is rejected or if the service is not provided within the stipulated time, citizens can file an appeal before the competent officer (CO) to redress their grievance quoting the GSC number. The competent officer will hear the appeal and redress the grievance within the specified time. Citizens can claim in cash the compensatory cost of Rs. 20 per day for the delayed period subject to a maximum of Rs. 500 from the CO, upfront. The same shall be deducted from the salary of the designated officer or his subordinate responsible for delay or default, written 30 days.