Effectiveness of service delivery at local level with reference to Kirtipur Municipality
Date
2023
Authors
Parajuli, Ajay Krishna
Journal Title
Journal ISSN
Volume Title
Publisher
Department of Public Administration
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.
Description
Keywords
Public service, Service delivery, E-governance system