000			01743pab a2200193 454500
008			180718b2006 xxu||||| |||| 00| 0 eng d
100			_aReddy, P.L. Sanjeev
245			_aImproving delivery mechanisms for service excellence
260			_c2006
300			_ap.566-591.
362			_aJul-Sep
520			_aTo 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.
650			_aPublic private partnership
650			_aPublic administration
650			_aCivil service
773			_aIndian Journal of Public Administration
908			_aN
909			_a72384
999			_c72384 _d72384