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

1. Understanding & improving operational process.
2. Identifying problems quickly & systematically
3. Establishing valid and valuable service and Performance outcome.

Various Dimensions of service Quality

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

Challenges

(1) Primary focus has been on convenience of service providers rather than service receivers.

(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 programmes., 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 3rd 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.