Quality of Public Service Round II (2016)

Status: 
Completed

Research Team: Trilochan Pokharel, Achala Dahal and Rajendra Adhikari

Research and Consulting Services Department

Abstract

Our role at Nepal Administrative Staff College is to contribute in public sector capacity building for efficient public service delivery. During this process, we have realized unless we understand public service from people’s perspective, it is challenging to deliver quality and efficient service. Informed by this observation, the objective of this survey was to examine the quality of public services from service recipient’s perspectives.

We used cross-sectional exploratory research design and collected information from a total of 216 respondents covering 18 districts in the first round and from 1374 respondents covering 38 districts in second round. Four major public organizations at district level were selected for study. A semi-structured questionnaire was administered through direct personal interview. The study reveals that people have mixed experiences about public services. Respondents appreciate convenient service process, friendly behaviours and low cost. Voice of dissatisfaction is strong for complicated process, unfriendly behaviours of service providers and costly services. Clients receive services in multiple attempts, spent many days and hours, travel long distance and pay additional cost for services. People are paying double cost for provision of public services- through tax paid to the state and direct cost while accessing the services. This has made public service costly.

We conclude that Nepal requires critical analysis of public provisions of services to make services accessible and efficient from user perspectives. There is necessity of developing methodological approach to evaluate public service from user’s perspective and redesign public services to increase public value from people’s perspective.   Our role at Nepal Administrative Staff College is to contribute in public sector capacity building for efficient public service delivery. During this process, we have realized unless we understand public service from people’s perspective, it is challenging to deliver quality and efficient service. Informed by this observation, the objective of this survey was to examine the quality of public services from service recipient’s perspectives.

We used cross-sectional exploratory research design and collected information from a total of 216 respondents covering 18 districts in the first round and from 1374 respondents covering 38 districts in second round. Four major public organizations at district level were selected for study. A semi-structured questionnaire was administered through direct personal interview. The study reveals that people have mixed experiences about public services. Respondents appreciate convenient service process, friendly behaviours and low cost. Voice of dissatisfaction is strong for complicated process, unfriendly behaviours of service providers and costly services. Clients receive services in multiple attempts, spent many days and hours, travel long distance and pay additional cost for services. People are paying double cost for provision of public services- through tax paid to the state and direct cost while accessing the services. This has made public service costly.

We conclude that Nepal requires critical analysis of public provisions of services to make services accessible and efficient from user perspectives. There is necessity of developing methodological approach to evaluate public service from user’s perspective and redesign public services to increase public value from people’s perspective.