Public service is an essential service facility or commodity linked to the livelihood or existence of the society or the common man. Public service is a bridge connecting the government and the general public. Such services are provided by the government through its administrative channels. Similarly, a public service is a service provided to the general public or citizen or organizations. Such as security, defense, rule of law, community service, essential services, employment, communication and technology services and other service. As a whole, the work performed by the state and the goods and services provided to fulfill the needs and wants of public are public services.
It seems appropriate to present Adam Smith's views on public service. According to Smith, "all those public institutions and public works that are characterized by the fact that their profits can never be repaid by investment or it is a public function, which is the kind that cannot be repaid by investment." Therefore, individuals or groups of individuals cannot build or maintain it. ” We can also say that public service is the service provided by the service provider i.e. government or state to the service recipient i.e. public or general people.
Meaning of Public Service Delivery System
The flow of public service is the process by which the government or the state provides services to the citizens in a fast, economical and effective manner, which can be guaranteed by the common man. It is the responsibility of the state to provide public services. In this context, the technology / method / mechanism to provide services, facilities, goods to the general public is called delivery system. The delivery system is the mechanism for distributing the beneficial goods, services and facilities received from any organization.
In Nepal, all the essential, basic, infrastructure-based, commercial and other services are provided from the public (government) level. There are various policy, legal, institutional and procedural arrangements to make the basic service delivery systematic and effective. However, there is not much effectiveness in service delivery.
The government has put great efforts in administrative reform for a long period of time to make the flow of services to the general public effective. Although efforts have been made to simplify and streamline government work, decentralize services, provide adequate and capable manpower in service centers, and streamline service delivery, its implementation has been weak and even the basic foundations for ensuring public services have not been strengthened. Due to traditional thinking and lack of positive perceptions in the administration; limited means and resources; lack of transparency, accountability, responsibility; lack of highest utilization of information technology; lack of awareness of the client; lack of pressure groups; lack of simple and clear procedures etc., public service has not been effective.
Features and Characteristics of Public Services
- Public services are provided by government and governmental body.
- It is the responsibility of government or state to deliver public services.
- The state never aims for profit while providing public services.
- Receiving public services from the state is a civil right. It is also linked to human rights.
- Public services are theoretically fair.
- Public service is related to the life of a citizen.
- Public service flows in accordance with the law and prescribed guidelines.
- The service recipient or the consumer of the service can also participate in the distribution of public service.
- Public service investment cannot be paid as profit.
- Public service is a means of connecting the government and the common man.
Importance of Public Services
- Related to the existence of community or citizen.
- As the main responsibility of the state.
- The main basis for increasing the trust of the people towards the government.
- Helps to increase the legitimacy of the government in state power.
- Good public service is also a sign of good governance. Accountable and forward-looking government.
- The most important task or objective of any government is to provide necessary services to the people.
- Adequacy, timeliness, equity, equality, quality, economy, efficiency, relevance, etc. are important elements of the flow of growth.
Strengths and Weakness of Public Service Delivery System in Nepal
Strengths:
- Citizen centered service delivery system has been adopted.
- Citizens' charter has been provided to make the service effective, fast and economical and charter with compensation has also been introduced in the offices.
- Mobile service has been operated from time to time with the objective of providing door-to-door service to the people.
- An integrated service center has been started to provide various services.
- Complaints of citizens have been heard, public hearing system has been adopted, arrangements have been made for "Hello Government", etc.
- Double shifts services are delivered.
- Monitoring work related to service delivery has been started expeditiously.
Weakness / Problems in Public Service Delivery
- The service has become more traditional and more process oriented.
- The service could not be mapped.
- No priority in service.
- Inadequacy and low quality of service
- No attention has been paid to increase the capacity and efficiency of service providers.
- Could not provide appropriate incentive to service provider.
- The service flow could not be linked to the employee merit system.
- Insufficiency of resources and failure to make maximum use of available resources.
- The relationship between the service provider and the client has not been reliable and smooth.
- Lack of social inclusion in service delivery.
- Citizens' charter has not been used properly.
- There have been irregularities in the service flow.
- Lack of client-friendly physical infrastructure.
- Lack of tendency for service providers to hear complaints responsibly.
- Lack of social responsibility in the private sector.
- Improper use of power.
- Lack of transparency, accountability and responsibility.
- Lack of effective monitoring.
How to make Delivery System Effective?
- The focus of the delivery system should be the citizen not the producers or suppliers. The demands of the people must be addressed.
- Citizens' satisfaction should be the focal point while providing goods, services and facilities.
- There should be mass involvement of the people or it is necessary, as far as possible.
- Government officials should pay attention to the results that will serve the people, rather than flirting or reacting to small things.
- The needs of the people should be met rather than providing easy service.
- The needs, demands and concerns of the people should be looked at carefully and such needs and demands should be adjusted in the system.
- Citizens' grievance redressal system should be established and the system should be easy and simplified and when there is no need for results or achievement should be provided instead.
- As much as possible, other potential participants should be involved so that various needs and demands can be met and efficiency can be achieved.
- Public bodies providing services should be made fully accountable with resources and rights.
- Adopt holistic or integrated method to get maximum opportunity.
- There should always be enthusiasm or morale for continuous improvement.
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