Effectiveness of service delivery at local level with reference to Kirtipur Municipality

Abstract

It is clear that globalization has brought significant changes to government mechanisms. The role of government has become more complex and diversified today. Governmental plans and policies are the instruments of the service delivery. The public service achieves this function by converting government plans and policies into action. Local-level offices are the subunits of the central government and help with the plans and programs developed and initiated by the central government. Thus, there is a need to analyse the various ways of delivering services and the determinants of effective service delivery at the local level. This study, entitled “Effectiveness of Service Delivery at the Local Level, with Reference to Kirtipur Municipality", examines the determinants of effective service delivery. The study analysed the service delivery system, various determinants of effective service delivery and the different service delivery models. The study used both qualitative and quantitative methods for its research methodology. The main achievement of the study is to explore new knowledge and ideas regarding service delivery in the context of federalism from present perspectives. The effectiveness of the service delivery at the local level was measured by using the different components such as accessibility, adequacy, responsiveness, competencies, reliability, awareness, communication and attitudes, and the findings revealed that people’s participation, public information, proper communication between service receivers and service providers, knowledge of service providers on ICT and attitudes and behavior of service providers of the local bodies make significant change in service delivery. This result shows the effectiveness of service delivery at the local level.