Public Service and Public Management

3.1 Concept, Functions, Characteristics and Role of Public Service

Public Service

       Activities and Services provided by the government and its delegated bodies for the fulfilment of the needs that the society requires is known as public service. Public service is the bridge to connect and harmonize the relationship between government and the people. It is a crucial tool for maintaining social justice.

        Democratic government is mandated by the citizens, and represents them in governance system. It collects tax from the people for the management of economic resources required to operate state. In return, citizens except service from the government, which is the prime responsibility of government towards people in democratic governance system. Effectiveness of public service delivery establishes legitimacy of the government in democratic governance system.

Public service is delivered by the government through its administrative mechanism. It reflects the efficiency of government. Private sectors, Non-government organizations and community-based organizations also contribute for public service delivery with or without the permission of government.

Campaign for making public service effective, public-oriented, efficient and responsive have initiated form the 1980s. The then British Prime Minister Margaret Thatcher developed Next Step Agency in 1982 A.D for the efficient, effective responsive and citizen-centric public service delivery in the UK. Similarly, the then British Prime Minister John Major Implemented Citizen Charter in 1991 A.D. in the UK. In the early 2000s, concept of New Public Service (NPS) came into limelight, embracing the principles of new public management and good governance. In the 2010s the concept of New Public Governance gained momentum which calls for the poly-centric and multi-actors co-governance for the democratic provision of public services through co-construction and co-production models.

In Nepal, concept of Citizen Charter came into practice in 2056, and it was legally provisioned in the Good Governance Act, 2064. Concept of Mobile Public Service evolved in 2060 B.S. After the People`s Movement of 2062/63, citizen-centric, responsive, transparent, accountable and inclusive public service delivery is gaining importance.

      Apparently, governance delivers public service to play the role of distribution, redistribution and facilitation. These roles are significant for:

• Establishing cozy relationship between government and people.  
• Ensuring & promoting public trust towards government.
• Promoting public ownership and participation in governance system.
• Strengthening national integrity through equitable service delivery.
• Maintaining social justice and social security.

Characteristics of Public Service: –

• Obligation of the state.
• Provided by the government and its delegated bodies.
• Non-profit oriented, certain fees can be taken but it is for regulation.
• Civil rights of people, associated with human rights.
• Impartiality and equity in service delivery.
• Service provided as per law.
• Equal access to all.
• Indicator of efficiency and effectiveness of governance system.

Types of Public Service

• Mandatory: For instance, Maintaining peace and order.
• Emergency: for example, rescue from natural disaster, epidemic control, fire brigade service, food distribution to control starvation, etc.
• Promotional: Promote public welfare and increase the competency and efficiency of people. For instance, education, health, training, employment, etc.
• Infrastructure-based: Roads, drinking water, electricity, irrigation, communication, etc.
• Business services: Increase the economic and business capacity of public. For example, financial and banking services, soft load, etc.   
• Welfare Service: Services related to benefit of weak, and marginalized. For example, free health service and allowances for elderly, different-able, marginalized, etc.
• Regulatory: Formulation and implementing laws, rules and regulations.

Principles of Service Delivery

The state`s functions for delivery of public services and guided by some basic principles which are as follows: –

1. Sovereignty: – Concept of people`s sovereignty demands that state`s organs exists to serve people in the best way they can.
2. Principle of subsidiarity: – Its basic idea is that services should be provided to people by agencies as close to them as possible.
3. Demand-led service delivery: – Service delivery should be as per the demand and expectations of the public, not supply-centric. But supply-centric service delivery is still prevalent which is a bitter truth facing Nepal`s governance system.
4. Non-discrimination in public services: – Public services should be equally available and accessible to all in a just and equitable manner.

Role of People in Public Service Delivery

• Being aware about the services delivered by the government.
• Developing the trend to receive public service as the right of people.
• Being attentive to the obligations and duties of the people.
• Developing capacity to analyze the quality of service and its long-term effect.
•  Choosing the best of the best services alternatives.
• Discouraging the irregularities and corruption in public service delivery.
• Cooperating and Participating in public service functions & activities of the government.
• Monitoring, evaluation and feedback of service delivery.