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SERVICE DELIVERY MANAGEMENT SERVICE DELIVERY MANAGEMENT SERVICE DELIVERY MANAGEMENT SERVICE DELIVERY MANAGEMENT IN GOVERNMENTIN GOVERNMENT
Dr.D.Sajith Babu, National Centre for Land Governance
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Easy Transparent
Ever increasing public aspiration
More citizen centric
Speed Efficient
Anytime Anywhere
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SERVICES RENDERED BY GOVERNMENTS
Government CitizenGovernment CitizenG 2 C
Government Government GovernmentGovernment
Government BusinessGovernment Business
G 2 G
G 2 B
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Inefficient delivery of Government services
Red tapism due to attitude
Redundant Acts / Rules / Procedures / Circulars /
PPrroo
Procedures / Circulars / Standing orders
Corruption
Nepotism
oocceesssseess
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SERVICES RENDERED BY GOVERNMENTS
Government CitizenGovernment CitizenProcesses
Government Government GovernmentGovernment
Government BusinessGovernment Business
Processes
Processes
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RTI & RTS ?
Government CitizenGovernment CitizenProcessesFFa a
Government Government GovernmentGovernment
Government BusinessGovernment Business
Processes
Processes
a a iilleedd
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Is it the end or beginning ?
RTI & RTI & RTSRTS
Governance issuesGovernance issues
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Report/Scrutiny by Clerk
Report/Scrutiny/Approval by JS
Report/Scrutiny/Approval by SS
Report/Scrutiny/Approval by Deputy
Collector
Report/Scrutiny/Approval by Collector
Report/Scrutiny/Approval by
Commissioner
Approval by Revenue Secretary
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Government Process ReGovernment Process Re--engineering engineering -- GPRGPR
Non Value Processes Non Value Processes -- NONO Value Processes Value Processes -- YESYES
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Identify the problem of
citizens
Define that problem
Think of options to solve the problem
Analyze the feedback
Solve the problem
Choose the best option
Do mid term correction
Replicate the success
Abandon the failed
Ideal governance trailIdeal governance trail
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Timely action
Bring out best results using
available resources using
SOPs
Explain about best possible
ways explored to take
correct decisions
Obligation to report, explain and answer for the
•• ResponsiveResponsive
•• EfficientEfficient
•• TransparentTransparent
•• AccountableAccountableexplain and answer for the consequences of the decisions taken on behalf
Ensuring decisions are taken in an
informed / participatory manner
Avoiding illegal decisions
•• InclusiveInclusive
•• LegitimateLegitimate
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FULFILLING THE CONSTITUTIONAL OBLIGATION
Ensure Ensure
JUSTICE & EQUALITYJUSTICE & EQUALITY
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Services offered Type of service
Name of project
Land record services G2G Kerala State Land Bank
G2C ReLIS [REvenue Land Information System]
Certificate services G2C e District
UTN card project
Land assignment G2G & G2C Zero Landless [Citizens] Land assignment services
G2G & G2C Zero Landless [Citizens] Kerala,2015
Financial services G2G & G2C Online payment delivery gateway in mGovernanceplatform
File tracking services G2G & G2C Single file flow system
SMART for Anytime Anywhere service
G2G, G2C & G2B
Speed:Modern:Assured:Responsive: Transparent [SMART] Revenue office project
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