SERVICE DELIVERY MANAGEMENT SERVICE DELIVERY MANAGEMENT SERVICE DELIVERY MANAGEMENT SERVICE DELIVERY MANAGEMENT IN GOVERNMENTIN GOVERNMENT

Dr.D.Sajith Babu, National Centre for Land Governance

Easy Transparent

Ever increasing public aspiration

More citizen centric

Speed Efficient

Anytime Anywhere

SERVICES RENDERED BY GOVERNMENTS

Government CitizenGovernment CitizenG 2 C

Government Government GovernmentGovernment

Government BusinessGovernment Business

G 2 G

G 2 B

Inefficient delivery of Government services

Red tapism due to attitude

Redundant Acts / Rules / Procedures / Circulars /

PPrroo

Procedures / Circulars / Standing orders

Corruption

Nepotism

oocceesssseess

SERVICES RENDERED BY GOVERNMENTS

Government CitizenGovernment CitizenProcesses

Government Government GovernmentGovernment

Government BusinessGovernment Business

Processes

Processes

RTI & RTS ?

Government CitizenGovernment CitizenProcessesFFa a

Government Government GovernmentGovernment

Government BusinessGovernment Business

Processes

Processes

a a iilleedd

Is it the end or beginning ?

RTI & RTI & RTSRTS

Governance issuesGovernance issues

Report/Scrutiny by Clerk

Report/Scrutiny/Approval by JS

Report/Scrutiny/Approval by SS

Report/Scrutiny/Approval by Deputy

Collector

Report/Scrutiny/Approval by Collector

Report/Scrutiny/Approval by

Commissioner

Approval by Revenue Secretary

Government Process ReGovernment Process Re--engineering engineering -- GPRGPR

Non Value Processes Non Value Processes -- NONO Value Processes Value Processes -- YESYES

Identify the problem of

citizens

Define that problem

Think of options to solve the problem

Analyze the feedback

Solve the problem

Choose the best option

Do mid term correction

Replicate the success

Abandon the failed

Ideal governance trailIdeal governance trail

Timely action

Bring out best results using

available resources using

SOPs

Explain about best possible

ways explored to take

correct decisions

Obligation to report, explain and answer for the

•• ResponsiveResponsive

•• EfficientEfficient

•• TransparentTransparent

•• AccountableAccountableexplain and answer for the consequences of the decisions taken on behalf

Ensuring decisions are taken in an

informed / participatory manner

Avoiding illegal decisions

•• InclusiveInclusive

•• LegitimateLegitimate

FULFILLING THE CONSTITUTIONAL OBLIGATION

Ensure Ensure

JUSTICE & EQUALITYJUSTICE & EQUALITY

Services offered Type of service

Name of project

Land record services G2G Kerala State Land Bank

G2C ReLIS [REvenue Land Information System]

Certificate services G2C e District

UTN card project

Land assignment G2G & G2C Zero Landless [Citizens] Land assignment services

G2G & G2C Zero Landless [Citizens] Kerala,2015

Financial services G2G & G2C Online payment delivery gateway in mGovernanceplatform

File tracking services G2G & G2C Single file flow system

SMART for Anytime Anywhere service

G2G, G2C & G2B

Speed:Modern:Assured:Responsive: Transparent [SMART] Revenue office project

Dr.D.Sajith Babu09447271243

Any query ?Any query ?

09447271243sajith.nclg@gmail.com