1 / 19

Trilochan Pokharel, NASC

Responsiveness and Trust Building. Trilochan Pokharel, NASC. Learning objectives. At the end of the session, participants will be able to: Explain the meaning of responsiveness Describe three ingredients of responsiveness

gaytan
Download Presentation

Trilochan Pokharel, NASC

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Responsiveness and Trust Building Trilochan Pokharel, NASC

  2. Learning objectives At the end of the session, participants will be able to: • Explain the meaning of responsiveness • Describe three ingredients of responsiveness • Analyze the implications of responsiveness in public service delivery • Analyze different ways of building trust towards public organizations NASC-IG

  3. Session outlines • Meaning of responsiveness for civil servants • Components of responsiveness • Implications of responsiveness in service delivery • Ways of building trust towards public organizations NASC-IG

  4. Responsiveness in Inclusive Governance Gender Equality and Social Inclusion Accountability Responsiveness Inclusive Governance Ethics and Integrity NASC-IG

  5. What is responsiveness? • Listening to citizens Responsive governance • Informing citizens • Responding to public concerns NASC-IG

  6. What... • Delivering public services to the people with greater empathy, efficiency and human face • In the absence of responsiveness, accountability becomes mechanical • Responsiveness brings human sense in the public service delivery • Responsiveness demands quality of interaction between a public service organizations and citizens NASC-IG

  7. Responsiveness in civil service • Civil servants in Nepal are generally reactive and process oriented • Being reactive keeps the civil servants at distance from the citizen while developing responsiveness encourages them the play the role of facilitator • Being responsive for civil servant means reducing gaps between state and the people • Responsive civil servants seek opportunities in providing services to people NASC-IG

  8. Responsiveness... • Responsive civil servants show commitments towards national and organizational objectives and respect the rule of law • They see people's interest from the human rights perspectives • Responsive civil servants create environment for people's engagement in governance system • It is to reinforce the role definition of civil service and empower people NASC-IG

  9. Principles of civil servants • Serving the public interest • Transparency • Integrity • Legitimacy • Fairness • Responsiveness • Efficiency and effectiveness NASC-IG

  10. How does responsiveness improve service delivery • Responsiveness in public organizations encourages serving the disadvantages and marginalized community (women, poor and excluded) • It is about challenging the restricting bureaucratic behaviours to serve the WPEs • It encourages them to be progressive, anticipative and looking forward • It makes the governance institutions, mechanisms, processes and services accessible by WPEs NASC-IG

  11. Existing laws and entitlements • The Interim Constitution of Nepal 2007 • Preamble - addressing the problem of class, caste, region and gender; commitments to civil liberties, fundamental rights, human rights, rule of law • Envisioned efficient and effective bureaucracy to provide better public services to people • Responsibilities, directive principles and policies of the state- ... to ensure progressive political, economic and social change in the country; ... neutral, competent and clean administration and to maintain good governance by eliminating corruption and impunity; ... inclusive, democratic and progressive restructuring of state; ... raising the standard of living of the general public...; policies to reach marginalized and disadvantaged people... NASC-IG

  12. Existing • Civil Service Act 1993 • Preamble- Civil service more capable, vigorous, service oriented and responsible • Oath before assuming the office to serve the nation and people NASC-IG

  13. Existing... • Good Governance Act 2008 • Preamble - ... public administration of the country pro-people, transparent, inclusive and participatory... transform the administrative mechanism into service delivery mechanism and facilitator... • Role definition of officials and mechanisms to improve public service delivery • Tenth Plan 2002-2007 • Three Year Interim Plan 2007/08-2009/10 • Three Year Plan 2010/11-2012/13 NASC-IG

  14. How laws can be implemented • Creating awareness • Strengthening service delivery mechanisms • Capacity building of people • Transparency • Review and revision of restrictive provisions • Political and bureaucratic commitments • Monitoring and evaluation NASC-IG

  15. Trust Building NASC-IG

  16. Reasons for building trust • Building credibility of the public organizations • Increasing public satisfaction • Encouraging public to demand and utilize public services • Quality improvement in public service delivery • Constructive engagement • Gain public support NASC-IG

  17. How can we build trust People Process Institution Vision Values Legal & policy documents Structure Simplifying process Promptness M & E Grievance redress Clear information Integrity and ethics Effective communication Positive attitude Learning attitude Competency Trust Building Feedback NASC-IG

  18. Conclusion • Responsiveness is about engagement with people • It is foundation of anticipative governance • It is about creating trust with people • It is to reinforce the role definition of civil servants • It is initiating behaviour change for effective public service delivery • It is serving for women, poor and excluded with human face and being empathetic NASC-IG

  19. Thank You NASC-IG

More Related