Editorial
Generating Delight – the new Public Service aim
Bhutan takes pride in its
public institutions, which have evolved over time in response to the changing
needs and requirements of its people. Unlike in many other developing
countries where institutions are imposed legacy of colonialism, and hence
often alienated from the needs of its people, Bhutan’s institutions
profess to serve its citizens. However, with needs of the people changing
rapidly and randomly, pressures on public service institutions are mounting.
When a sick villager is shouted at by an irate girl behind the reception counter, when a potential entrepreneur has to await unreasonably long for government clearance, when a wronged woman doesn’t want to right the wrong through a court of law, when policeman on duty is scorned at, public institutions must reflect upon its functions and respond to the changing needs.
Pressures to respond is perhaps more evident at the public service delivery interface. Longer queues, increasing number of people who cannot even make it to be in queues, disgruntled customers, and burgeoning corruption beacon colossal change in the public service institutions. This change requires new orientation. An orientation, which actually reaffirms the already known, yet a forgotten truth – public service institutions exist to serve the citizens and not vice versa.
Citizens as customers, a concept borrowed from the business, therefore must be the edifice upon which structures, systems, cultures, and capacities are built.
When a sick villager is shouted at by an irate girl behind the reception counter, when a potential entrepreneur has to await unreasonably long for government clearance, when a wronged woman doesn’t want to right the wrong through a court of law, when policeman on duty is scorned at, public institutions must reflect upon its functions and respond to the changing needs.
Pressures to respond is perhaps more evident at the public service delivery interface. Longer queues, increasing number of people who cannot even make it to be in queues, disgruntled customers, and burgeoning corruption beacon colossal change in the public service institutions. This change requires new orientation. An orientation, which actually reaffirms the already known, yet a forgotten truth – public service institutions exist to serve the citizens and not vice versa.
Citizens as customers, a concept borrowed from the business, therefore must be the edifice upon which structures, systems, cultures, and capacities are built.
 The Delighted Public Servents |
Citizen need is the raison d’ etre of public
service institutions. This compelling paradigm shift calls for changes
in models, relationships and attitude. The prevailing ‘provider
– receiver’ attitude of the public servant may not be valid.
Public servants should be aware that they do not offer favors in the
discharge of their duties, they are obligated. Structures and systems
built for the convenience of the service providers may be inappropriate.
Our success in delivering quality service can thus be gauged by as in marketing parlance number of delighted customers generated. Delight is the feeling of an entrepreneur for having obtained credit without the arduous wait, a farmer being delivered seeds and fertilizers on time, a woman who has confidence in the court of justice, a citizen who looks at the policeman as support, a not longer than necessary queue at the hospitals. Public service should deliver delight – the ultimate public service aim of the new era.
Our success in delivering quality service can thus be gauged by as in marketing parlance number of delighted customers generated. Delight is the feeling of an entrepreneur for having obtained credit without the arduous wait, a farmer being delivered seeds and fertilizers on time, a woman who has confidence in the court of justice, a citizen who looks at the policeman as support, a not longer than necessary queue at the hospitals. Public service should deliver delight – the ultimate public service aim of the new era.