Ethics Theory, TLP-UPSC Mains Answer Writing
Q. 2. Despite well-intentioned schemes, public service delivery often fails to meet citizen expectations. Examine the systemic factors responsible for poor service delivery and suggest measures to address them. (150 words, 10 marks)
Introduction
Public service delivery—how government provides services to citizens—faces a persistent implementation gap. Despite well-intentioned schemes, systemic inefficiencies transform developmental programs into frustrating citizen experiences, undermining public trust.
Body
Systemic Factors Responsible for Poor Service Delivery
The disconnect between policy intent and citizen experience stems from deep-rooted structural deficiencies that persist across administrative levels and functional domains.
- Bureaucratic Rigidity and Process Orientation: Administrative systems prioritize procedural compliance over outcome delivery, creating labyrinthine processes that exhaust citizens. Example: MGNREGA wage payments in Bihar faced delays due to multiple verification layers, causing rural workers to abandon the scheme.
- Resource Constraints and Misallocation: Chronic underfunding combined with inefficient resource distribution creates service bottlenecks. Example: Primary Health Centers in Odisha operate with 40% staff vacancy, forcing citizens to travel long distances for basic healthcare.
- Coordination Failures Across Departments: Fragmented governance structures create silos where citizens navigate multiple agencies for integrated services. Example: PM Awas Yojana beneficiaries in Uttar Pradesh face delays due to poor coordination between housing, banking, and municipal departments.
- Lack of Accountability Mechanisms: Absence of meaningful consequences for poor performance reduces incentives for service excellence. Example: Public Distribution System irregularities in Jharkhand persisted for years due to weak monitoring systems and limited citizen redressal mechanisms.
- Technology Implementation Gaps: Digital initiatives fail to translate into improved citizen experience due to poor design and implementation. Example: e-Governance portals in several states remain citizen-unfriendly with complex interfaces that exclude digitally disadvantaged populations.
Measures to Address Systemic Deficiencies
Transforming service delivery requires comprehensive reforms addressing structural, technological, and cultural dimensions of public administration.
- Citizen-Centric Process Reengineering: Redesigning service delivery from citizen perspective rather than administrative convenience, as recommended by 2nd ARC. Example: Haryana’s single-window ‘Saral’ portal integrates 380+ services with guaranteed timelines, reducing citizen interface points.
- Technology-Enabled Service Integration: Leveraging digital platforms for seamless, integrated service delivery. Example: Andhra Pradesh’s AP Land Records system provides real-time land documentation with citizen tracking facilities.
- Performance-Based Accountability Systems: Implementing outcome-focused evaluation mechanisms with citizen feedback integration, as advocated by 2nd ARC. Example: Delhi’s ‘Mohalla Clinic’ model uses patient satisfaction surveys and health outcome metrics for performance assessment.
- Capacity Building and Skill Development: Systematic training programs focusing on citizen service orientation and technical competencies. Example: Mission Karmayogi provides competency-based training for civil servants, emphasizing service delivery excellence and digital literacy.
- Grievance Redressal Mechanism Strengthening: Creating robust, time-bound complaint resolution systems with escalation matrices. Example: Himachal Pradesh’s ‘CM Helpline’ provides 24/7 citizen services with automated escalation and mandatory response timelines.
- Transparency and Information Disclosure: Proactive information sharing about service standards, procedures, and performance metrics. Example: Rajasthan’s ‘Jan Soochna Portal’ provides real-time access to scheme information, beneficiary lists, and service delivery status.
Conclusion
Effective public service delivery requires systemic reform placing citizen experience at the center, building transparent, accountable administrative systems that consistently translate policy intentions into positive outcomes.
“Public service is a public trust, and every man, woman and child in this country who depends on it deserves nothing less than integrity.” – Bob Riley
