Public service is the service provided by the government to the people on behalf of the state. When providing services in this way, sometimes free, sometimes limited or cost-based charges are charged.
Although public services are currently provided by the private sector as well as the community and non-government sectors, this article attempts to analyze some of the public services provided by the government, the state of coordination, and the use of technology.
Currently, the services provided using the technology include Citizenship Certificate, Voter Identity Card, Online Bid, Online Application Form of Public Service Commission, Online Passport Form, etc., which are directly available to the public.
But even these are not entirely based online. Technology has helped in part. In fact, these services are still more service-oriented than customer-oriented. Other online services used by service providers include PIS of Civil Library, Ministry of Finance, RMIS, LMIS of Ministry of Land Reforms, etc.
So all the offices have websites. Information can be obtained. But it would not be an exaggeration to say that there is no single office in Nepal that has fully used technology, neither for the service providers nor for the service recipients.
The use of technology facilitates coordination. Coordination is the act of establishing positive relations between different bodies in the activities of those bodies.
In other words, coordination is the act of connecting, integrating, and harmonizing the various aspects of an organization, such as the units, the individuals in the organization, the stakeholders, for efficiency and effectiveness.
Effective communication is essential for good coordination and the use of technology is essential for effective communication.
Here are some of the coordination issues we have.
A citizen acquires citizenship at the age of 16. He has to go through a different and cumbersome process to get a passport later, to get a voter ID card, to get a disability ID card, or to get an older one.
Because the evidence of citizenship is not available in other offices. And other offices do not provide related services until they see the evidence themselves. The service recipient runs around for the same proof.
The condition of the construction work is similar. Less than a month after one office pits the road, another office demolishes the road to lay the pipeline or dig the sewer.
One office allocates a budget for the construction of a road or a power transmission line and starts work, the other office sues the consumer committee and the contractor for cutting down the forest tree.
In order to clean the lake, the office related to tourism removes the moss and other vegetation from there and the same thing does not affect the office related to the environment. The botanical office puts the tagaro.
The Women and Children's Office provides training, accounting training, and management awareness to the cooperatives. It seems that there is a duplication in one's own work to form a group of women first and then to make the same group cooperative again.
Even with the use of technology, different agencies have developed their own online applications from different software companies. There is no interlink. There is no coordination.
Our political culture here is that the number of ministries does not depend on the division of labor but on the number of candidates/candidates to become ministers. So when the number of ministries increases to 31 and when it shrinks by 1 or 2 digits.
The distribution of ministries is also not appropriate. For example, the environment seems to be closer to the Ministry of Forests and Land Conservation.
But the environment is linked to science and technology. The current relevance of the Department of Postal Services, a department within the Ministry of Information and Communication, has come to an end. Since the field of communication is close to science and technology, what is wrong with connecting communication with science and technology?
At the same time, all the commissions set up for administrative reform have suggested reducing the number of ministries and making them suitable for the civil service of the administration.
But our implementation? On the other hand, there is a provision to conduct O&M surveys while creating and adding posts of civil servants.
In such surveys, instead of paying attention to job analysis, job description, work evaluation, and job description, it is found that posts are created and added on the basis of trends and one or two arguments.
Due to this, there is a lot of work pressure in some stations, which has affected the service flow. Employees are sitting in the sun without any work.
If we look at the summary of all these issues, the following problems appear in our service flow:
- There is a lack of coordination in service delivery from the policy level to the implementation level.
- Due to the lack of coordination, the service has become a cumbersome business, sometimes cumbersome, sometimes unnecessary, sometimes more expensive, and sometimes a nominal service.
- It is not clear what the function of which office is. One office acted as another office.
- In some places, it was useless for one office to look at another.
- The people suffered unnecessarily due to the conflicting situation and conflicting working styles between two or more offices.
- Good governance was limited in name only.
- The only solution to this problem is to use technology in good coordination and service delivery.
So how The functions of one office should be clearly defined so as not to conflict with another. Applications based on automation should be used and such applications should have inter-ministerial / inter-agency interrelationships.
The Ministry of Science and Technology should play a coordinating role in preparing technology-based applications.
Before doing any work related to construction, it is necessary to work in a planned manner by holding coordination meetings, discussions with all the concerned offices, groups, and individuals. Plans should be made only by coordination.
The government has put forward the retention of national identity cards. Of course, it is based on technology. This will help every citizen to provide services from all offices on the basis of the same identity.
Again, if it is arranged in such a way as not to displace citizenship, it seems that there will be duplication in the service of the same purpose.
In the end, the permanent government of any country and the door-to-door government is the public administration. It is impersonal and neutral.
Public administration must also be committed to the implementation of political agendas. Only through agile and efficient administration can the people experience government and good governance. If this happens, the negative attitude towards the civil service will be weakened.
The use of technology is essential for this. The use of technology increases our ability to coordinate and the effectiveness of coordination.
Therefore, it is necessary today to take the country towards the direction of prosperity by initiating the flow of services based on communication technology using the opportunities provided by the computer and internet of the 21st century. For this, it seems necessary to get the attention of all concerned.
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