Public Service Delivery Innovations in the Asia-Pacific Region

1. Public Service Delivery Innovations in the Asia-Pacific Region Noore Siddiquee, PhD School of Social & Policy studies Flinders University, Australia

2. Introduction • Innovation - not a new phenomenon in public service, but it has acquired greater significance in recent times • The advent of ICT has opened up huge opportunities for reinventing public service through e-government innovations • This is accompanied by strong commitment of governments in supporting and nurturing innovations • Increased emphasis around the globe has produced a variety of innovations with considerable opportunities for transfer & adaptation • The Asia-pacific region is no exception, some countries in region are world leaders in public service innovations • Innovations introduced have had major impacts on public service, they also offer valuable insights and lessons for wider replication

3. Drivers of Public Service Innovation • Innovations are driven by a variety of factors • At the heart of these is the desire to improve the delivery and outcome of public services • Some specific factors that underpin drives for innovation include- • The changed public sector environment • Response to rising public demands and expectations • Pressures to cut costs and improve efficiency • Complex nature of problems & the need for coordinated approach • Capitalizing on potential of new technologies • Imperatives for sustainable growth & development

4. Service Delivery Innovation: Variety of Dimensions • Access to services & 24X7 availability • Collaborative approach to service delivery • Service bundling & integration • Transparent, open and accountable services • Bridging the digital divide • Personalised, segmented and pro-active service delivery • Efficiency, cost saving and value for money

5. Innovations in Asia-Pacific Region • Innovations viewed as a key to sustainable growth and development • Countries in the region have produced a large number of innovations in different spheres. • It is impossible to provide an exhaustive account, one can find innovative schemes virtually corner and every major sector • A sample of cases chosen from three countries representing developed, medium income and developing countries • In areas of access, citizen-centric approach and bundling of services for life events

6. Centrelink: Australia’s One-stop shop Itis a gateway to providing assistance to Australians during various life events It delivers a wide range of services to a wide range of people on behalf of a wide range of client departments Prior to the creation of Centrelink, several departments and agencies provided social welfare, employment and income support services Customers needed to get services from various agencies at time located in different cities.

8. Centrelink’s ‘Life Events’ Model Changing your marital or partner status? Self-employed or responsible for a farm? Responsible for children? Needing help after someone has died? Planning your retirement? How can Centrelink help you? Are you: Sick or disabled? Seeking orchanging education? Caring for someone sick or disabled? In a crisis or needing special help? Arriving to settle in Australia? Looking for a job? Flinders Institute of Public Policyand Management 福林德斯大学公共政策和管理学院

9. Centrelinkcontd. • It has undergone major phases of evolution and development, still undergoing changes • As a multipurpose agency, it has been highly successful, increased its services to over 6 million customers for 25 agencies • It has also succeeded in its goal in making services more accessible to citizens and improve the delivery process • Customer satisfaction with Centrelink services has been consistently high

10. E-Taxation, Australia • As part of its modernisation drive since 1987 ATO has developed web based e-tax platform • In place since 1999 it is based on self-assessment of tax liability by individuals and businesses. It allows electronic lodgement of an accurate and complete tax return • It has been integrated with other electronic databases(Medicare & Centrelink) thus producing efficiency gains for government • Developed in multiple phases over several years, it has led to significant improvement of ATO services to clients, enhanced transparency • Since introduction increasing no of clients use e-tax system • While it led to massive savings for government, for the tax payers the benefits are significant: it is free, safe and secure available 24/7, allows automated calculations providing immediate estimate of tax refunds and debts.

11. E-Bario, Malaysia • One of the most innovative e-government schemes in Malaysia • It was aimed at connecting the marginalised people of Bario district to the internet • The community was disadvantaged economically and socially, lacking basic amenities and communication infrastructure • UNIMAS initiated the project with ultimate aim of promoting their socico-economic development in a sustainable manner

12. E-Bario contd. • The project led to establishment of 2 computer labs in local schools and 4 tele-centersthus connecting the people to the global info network • Diesel generator and solar energy were used to power computers • Internet access was provided through satellite using VSAT system • It has allowed school children to get access to the Internet, tele-centersallowed people to access to information and people around the world. • It earned recognition nationally and internationally as an innovative e-government scheme

13. UISCs, Bangladesh • Bangladesh with high incidence poverty and inequality faces an enormous challenge to implement e-governance • As ICT infrastructure remains poor and digital divide is high, the need for innovative solutions is paramount • UISCs represent an attempt towards this end, making governmental services accessible to poor and marginalized people in rural areas • 4501 UISCs have been established at lowest level of local govt. • A replica of India’s Gyandootmodel and an extension of Community Information Centres (CIC), UISCs seek to connect rural masses to the internet • Established under PPP the UISCs offer a range of online and off-line services (including agriculture, education, health and livelihood matters) to millions of rural people • On average300,000 people use UISC services daily

14. Electronic Birth Registration System • The EBRS was introduced by Rajshahi City Corporation in 1997 with support from UNICEF • The project replaced the manual process of registration • It generates birth certificate and immunisation card for new born babies • It also produces list of children due for vaccinisation each day • The project has led to dramatic improvement in birth registration and immunisation in the city • It has also had major impact on primary healthcare • As such the impact of project on MDGs is positive.

15. Mobile Channel Services • Mobile phone has become a major tool for accessing government services (Mgov) • Increasing amount of government information is accessed through mobile phones • SMS based services in agriculture, health, education, environment offered to millions • mySMS 1588 (Malaysia) uses SMS technology to give citizens easy access to government services • Cell-Bazar, Bangladesh allows buying and selling over mobile phone • It has become an essential tool for small businesses, thereby helping poverty alleviation and development in Bangladesh

16. Opportunities & Challenges • Opportunities –unlimited, every sector lends itself to reinventing & redesign • There are ‘islands of excellence’, road to digital future/integrated governance is long and bumpy • Challenges are formidable and multi-faceted including: • Capacity deficit • Lack of innovation culture • Risks of failure • Earning trust and confidence of users • Paradigmatic-shift and change management • Leadership and champions • Ensuring Equity and Inclusiveness

17. Conclusion • Asian countries profited from transfer of innovation and produced many innovations • Brought about significant improvements, offered prospects for future. • One-stop shops/bundling of services, community kiosks, and building services according to life-events have marked a new phase in service provision • Implications are clear and obvious

18. Conclusion • Greater use of mobile device as a channel of service delivery is called for where ICT infrastructure is week • Also needed to tailor service according to customer needs and use multiple channels of service delivery • Involvement of public, private and NGOs is necessary to scale up innovations in service delivery • There is a need for continuous learning from experience/best practices and adopt practical tools • Finally, innovation is a means, not an end in itself, it should not be at the expense of basic principles of public service • It must promote access, equity and inclusiveness in public services

19. Thank You!