Role of Intermediary in Public Service Delivery: A Case Study of Transport Management Office, Ekantakuna, Lalitpur

This paper attempts to assess the relations among service seeker, service provider and intermediary at Transport Management Office, Ekantakuna, Lalitpur. The triangulation of relationship among these value chains actors in service delivery process were assessed through in-depth interviews which comprised of independent set of semi-structured questionnaire as a checklist each for service seeker, service provider and intermediary. Further, to validate the information obtained from the interview, research team also approached intermediary as a perspective service seeker who was in urgent need of license renewal. The findings of the study reflected that the presence of intermediary in service delivery process matters in terms of facilitation to both the service seeker and service provider in highly different levels. The extent of facilitation has been found to be the matter of subjective discourse despite of the fact that it is only the single nature of service (license issuance and renewal).