RETHINKING PUBLIC SERVICE DELIVERY IN NEPAL: END- USER PERSPECTIVES. Trilochan Pokharel, Achala Dahal and Rajendra Adhikari

Transcription

1 RETHINKING PUBLIC SERVICE DELIVERY IN NEPAL: END- USER PERSPECTIVES Trilochan Pokharel, Achala Dahal and Rajendra Adhikari

2 Coverage Context and theoretical arguments Methods and materials Evidence- rethinking public service Drawing conclusion: Rethinking public service

3 1. Context and Theoretical Arguments Publicness in the public services (Haque, 2001) distinct from private sectors scope and composition influence in the society public accountability and trust

4 1. Context Contending characteristics and qualities of public services Influenced by socio-economic, cultural, political and market developments Controlling vs facilitating principles State-citizens relationship defined by the characteristics of the public services

5 1. Context Theory of public service efficiency (Andrews & Entwistle, 2014) Productive output maximization Distributiveequity Synthesis? Dynamicprojected service Allocative gap in demand and supply

6 1. Context Efficiency vs justice Public sector efficiency vs user s cost Cost of public service can citizen define the cost?

7 2. Methods and Materials 38 districts (Terai and Hill) 4 public offices District Administration Office, District Development Committee, Land Revenue and Municipalities 1374 respondents Client exit interview User s perception theory

8 3. Evidence- rethinking public service Use of agency Nearly four in ten people were able to receive services on their own More women require accompany Lack of information and confidence to interact with service provider as a reason

9 3. Evidence Attempts made to receive services About six in ten received services in single attempts More women were to receive service in single attempts Inadequate document and lack of clear information as reasons for multiple attempts Patronage in service process having someone known has benefits in service receiving

10 3. Evidence Additional expenses Around 80 percent had additional expenses in cash Mean additional expenses NPR 853 (as of 10 Feb 2017, $1 is equivalent to NRs) Land administration and development related activities were more expensive

11 3. Evidence Days spent to receive services 6 in 10 within a day 3 in 10 within 2 to 3 days Days increase for land administration and development activities Time to receive service after reporting service center 3.45 hours

12 3. Evidence Presence of intermediary Three-tenth clients took support of intermediary Average cost NPR 1056 (as of 10 Feb 2017, $1 is equivalent to NRs)

13 3. Evidence Satisfaction with service quality Nearly 70 percent clients were either fully or partially satisfied Reasons Convenient service Good behaviour of service provider Service as expected

14 3. Evidence 30% were dissatisfied Reasons unsystematic service costly service unfriendly behaviour of service provider service not as expected inconvenient or complicated service delay in service

15 3. Evidence Critical factors frequency of attempts made to receive service distance days spent to receive service use of agency relationship with service providers

16 4. Rethinking Public Services Context-Public service is under pressure as there are increasing public awareness and expectations promoted by civic education, social media and technological advancement. Define and design- Customer as co-producer of services. End-user efficiency- Reform on public service should ensure cost reduction on people s side while accessing the public NASC services. 2017

17 4. Rethinking Criticisms of Nepal s public service Process oriented Cost- users pay additional cost Time Costumer orientation

18 4. Rethinking Does it solve public problem? Establishing entitlements Reaching bottom of pyramids and reducing cost to access services

19 Thank you We acknowledge NASC for funding this research.