Quality of Public Services in the Era of Guaranteed Public Service Delivery
| Author | Nagendra Ambedkar Sole,Urvashi Pareek |
| DOI | 10.1177/00195561211072575 |
| Published date | 01 June 2022 |
| Date | 01 June 2022 |
| Subject Matter | Articles |
Quality of Public
Services in the Era
of Guaranteed Public
Service Delivery
Urvashi Pareek1 and Nagendra Ambedkar Sole1
Abstract
The provision of public services is one of the important functions performed
by a government as it ensures the growth of a nation and promotes welfare
and justice in society. Public services are characterised by timeliness, quality and
grievance redressal in the course of service delivery. Quality is an important
component of public service delivery and determines citizens’ satisfaction and
trust in the government. The debates on governance during the 1990s were
focused on service delivery as the most important component in the governance
process. Public services were seen as a medium for interaction between
the citizens and the government through street-level agents of the state
to promote the welfare and wellbeing of the people. Developments like the
Citizen’s Charter formulation and implementation, social audit, e-Governance
programme, Public Service Guarantee Act, and so on have shaped the governance
discourse in India.
This essay highlights the significance of quality in public service delivery in India,
its need the quality-satisfaction-trust triad, barriers to quality in public service
delivery, tools to ensure the quality of public services in India and international
best practices.
Keywords
Public service, guaranteed public service, service quality, citizen’s charter,
Sevottam
‘Quality in a service or product is not what you put into it. It is what a client or customer
gets out of it’.
—Peter Drucker
Article
Indian Journal of Public
Administration
68(2) 160–173, 2022
© 2022 IIPA
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DOI: 10.1177/00195561211072575
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1 Department of Public Policy, Law and Governance, Central University of Rajasthan, Bandarsindri,
Ajmer, Rajasthan, India.
Corresponding author:
Nagendra Ambedkar Sole, Department of Public Policy, Law and Governance, School of Social
Sciences, Central University of Rajasthan, Bandarsindri, Ajmer, Rajasthan 305801, India.
E-mail: snambedkar@curaj.ac.in
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