While observing the best practices in governments in general, we can consolidate 18 important principles as given below for attaining excellence in service delivery.
1. People centeredness:
2. Laying down clear standards:
8. Good behaviour:
12. Right to service delivery:
13. Grievance redressal:
14. Continuous improvement:
15. Changing attitudes and improving skills:
18. Holistic approach:
This is the basic principle of service delivery improvement in Government. Every citizen has a right to expect high quality public service. This required to be ensured by facilitating opportunities for public participation.
Clear standards of service would be laid down and every citizen can therefore expect that guaranteed minimum level.
The focus would be on the poor and other disadvantaged groups who would be given the most favored treatment. Equity also envisages affirmative action and positive discrimination in favour of the disadvantaged.
The whole process would be transparent. The citizens will have the right to know the standards expected to be achieved, the cost of service, identity of the service providers, outputs and the outcomes achieved.
Service providers would be accountable not only to the Government but also to the citizens.
Delivery of public services would be built around high standards if integrity in public institutions.
There would be a conscious attempt in achieving fairness in providing services. The principle of ‘first-come-first-served' would be followed in all cases.
Politeness and courtesy on the part of the service providers would be ensured.
All decisions of service delivery would be taken on the basis of facts and data. Measurements would be against the baselines, where possible.
The cost of the service would be continuously monitored to optimize resource used and to avoid waste.
Convergence of services would be attempted to enhance impact facilitating horizontal and vertical linkages.
Quality service delivery would be recognized as aright of the citizens.
There would be well-defined system for redressing grievances of those who are dissatisfied with service delivery.
Continuous improvement of methods, process and standards would be put into practice.
The whole process would be backed by capacity building efforts to upgrade skills, change attitudes and improve performance.
The service delivery improvements would be made sustainable by linking them with the planning and budgetary process.
It will facilitate conscious reaching out to include the marginalized.
When improvements in service delivery are designed the modes and procedures would be appraised in full.
Implementation of these principles in accordance with appropriate action plan befitting the social, economic and political atmosphere of each country will definitely yield wonderful results in service delivery improvement.