Improving delivery mechanisms for service excellence
By: Reddy, P.L. Sanjeev.
Material type:
ArticlePublisher: 2006Description: p.566-591.Subject(s): Public private partnership | Public administration | Civil service
In:
Indian Journal of Public AdministrationSummary: To ensure value for money and cost-effectiveness in the provision of services, there is a need to explore alternative mechanisms such as outsourcing, public-private-people partnerships, public service agreements between policy-makers and service providers etc. An appropriate mechanism has to be developed to monitor implementation, performance appraisal and management systems besides developing performance indicators for service delivery-related functions of service providers or functionaries. The challenge in effecting such a transformation is formidable, because, making services work for the common man involves changing not only service delivery arrangements but also re-orienting public sector institutions. T his will embrace the capacity and willingness of middle level officers to support the change and the capacity and willingness of human resource to ensure that the change is embedded in spite of indifference or negative reaction. The article argues that a gradual shift from `government' towards `governance' can have significant ramifications both within the state and its relationship with the surrounding society as it addresses the quality of delivery of services and citizen's satisfaction levels. - Reproduced.
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Articles
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Indian Institute of Public Administration | Volume no: 52, Issue no: 3 | Available | AR72844 |
To ensure value for money and cost-effectiveness in the provision of services, there is a need to explore alternative mechanisms such as outsourcing, public-private-people partnerships, public service agreements between policy-makers and service providers etc. An appropriate mechanism has to be developed to monitor implementation, performance appraisal and management systems besides developing performance indicators for service delivery-related functions of service providers or functionaries. The challenge in effecting such a transformation is formidable, because, making services work for the common man involves changing not only service delivery arrangements but also re-orienting public sector institutions. T his will embrace the capacity and willingness of middle level officers to support the change and the capacity and willingness of human resource to ensure that the change is embedded in spite of indifference or negative reaction. The article argues that a gradual shift from `government' towards `governance' can have significant ramifications both within the state and its relationship with the surrounding society as it addresses the quality of delivery of services and citizen's satisfaction levels. - Reproduced.
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