Delivery of Time-Bound Public Services to Citizens: Indian Experience

Published date01 September 2020
Date01 September 2020
Subject MatterArticles
Delivery of Time-
Bound Public Services
to Citizens: Indian
Urvashi Pareek1 and
Nagendra Ambedkar Sole1
Time is the scarcest resource, and unless it is managed, nothing else can be managed.
—Peter Drucker
The delivery of public services to the citizens is the most critical function of the
government, among the other functions being development and regulation. The
three essential pillars of public service delivery are timelines, quality and griev-
ance redressal. The concept of public service delivery emerged in the 1990s, with
New Public Management and Citizen Charter’s evolution in the UK. With the
shift in the role of the state from provider to facilitator and regulator of public
services, the focus is to ensure transparency, accountability and citizen centricity
in administration and maintain citizen’s satisfaction and trust in the government.
This article highlights the concept of public service delivery, and time-bound
delivery practices, adopted internationally and nationally. The article concludes
that India needs to look beyond Information and Communications Technology
and capitalise on other options as listed in suggestions.
Public Service Delivery, Citizens’ Charter, Public Service Guarantee, Time-bound
Indian Journal of Public
66(3) 343–355, 2020
© 2020 IIPA
Reprints and permissions:
DOI: 10.1177/0019556120953806
1 Department of Public Policy, Law and Governance, Central University of Rajasthan, Ajmer,
Rajasthan, India.
Corresponding author:
Urvashi Pareek, Research Scholar, Department of Public Policy, Law and Governance, Central
University of Rajasthan, Ajmer, Rajasthan 305817, India.

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