Trilochan Pokharel, NASC

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