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HANDBOOK ON PUBLIC SERVICE HANDBOOK ON PUBLIC SERVICE DELIVERY TO THE CITIZENS DELIVERY TO THE CITIZENS

UNITED NATIONSUNITED NATIONS STATE OF BAHIA STATE OF BAHIA DESADESA BRAZILBRAZIL

SACSACNajetNajet KaraborniKaraborni

Senior Adviser / UNDESASenior Adviser / UNDESA

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Handbook Main GoalsHandbook Main Goals

Exchange of Innovative Experiences and best Exchange of Innovative Experiences and best Practices among Developing CountriesPractices among Developing CountriesTraining/Learning for Public ServantsTraining/Learning for Public ServantsBetter public services to the citizensBetter public services to the citizensBetter Relationship between the State, the Better Relationship between the State, the citizens, the private sector & the civil societycitizens, the private sector & the civil societyResultResult--Oriented ManagementOriented ManagementGood GovernanceGood Governance

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Why The Handbook ?Why The Handbook ?

Explain the experience on public service delivery Explain the experience on public service delivery (SAC) of the State of Bahia in Brazil(SAC) of the State of Bahia in BrazilDisseminate and share this innovative Disseminate and share this innovative experience in Public Administration with other experience in Public Administration with other countriescountriesCapacityCapacity--Building and Human Resources Building and Human Resources DevelopmentDevelopmentPromote South/South Cooperation.Promote South/South Cooperation.

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What is The Handbook ?What is The Handbook ?

A practical tool for decision makers (to be easily A practical tool for decision makers (to be easily adapted to the specific political, administrative, adapted to the specific political, administrative, technological and financial realities of each technological and financial realities of each country) country) A document stressing the importance of A document stressing the importance of collaboration among the different stakeholders collaboration among the different stakeholders ( State, Civil Servant, Citizens, Civil Society, ( State, Civil Servant, Citizens, Civil Society, Private Sector, NonPrivate Sector, Non--profit Sector, NGOs, etc.) profit Sector, NGOs, etc.) A clear explanation about the SAC, its objectives, A clear explanation about the SAC, its objectives, structures, means / resources & resultsstructures, means / resources & results

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How The Handbook Was How The Handbook Was Designed ?Designed ?

Three key Three key -- elements: The State, The Citizens and elements: The State, The Citizens and the Civil Servant the Civil Servant ( Roles/Relationship)( Roles/Relationship)Three kinds of Contexts : International, Regional Three kinds of Contexts : International, Regional and Nationaland NationalThree factors of success : Decentralization, Three factors of success : Decentralization, Partnership and ParticipationPartnership and ParticipationThree Fundamental Components : Three Fundamental Components :

•• ObjectivesObjectives•• StructuresStructures•• Means/ResourcesMeans/Resources

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How The Handbook Was How The Handbook Was Designed ?Designed ?

SAC

STRUCTURES MEANS

OBJECTIVES

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ObjectivesObjectives

Situation prior to the SAC Situation prior to the SAC Difficult relationship with the CitizensDifficult relationship with the CitizensNew State Philosophy New State Philosophy CustomerCustomer--Oriented Approach & Proactive Oriented Approach & Proactive Relationship with all , New Programme for Relationship with all , New Programme for Modernization and Performance Management Modernization and Performance Management

Imperative Need for Innovation Imperative Need for Innovation and New Technology for Information & and New Technology for Information & Communication : Communication : SACSAC

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Structures: What is the SAC ?Structures: What is the SAC ?A “ Shopping Mall of Public Services to the A “ Shopping Mall of Public Services to the Citizens” implemented in 1995 by the State Citizens” implemented in 1995 by the State Government of Bahia, BrazilGovernment of Bahia, Brazil

Public services of institutions at various levels Public services of institutions at various levels (national, sub(national, sub--national and local) available to the national and local) available to the citizens and gathered in a single place: ID Card, citizens and gathered in a single place: ID Card, Labour ID, Social Security number, Driver’s Labour ID, Social Security number, Driver’s license, job offers, bank, photocopy, photo, etc.license, job offers, bank, photocopy, photo, etc.

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Structures: Mobile SACStructures: Mobile SAC

To cover the whole territory of the State and To cover the whole territory of the State and especially the rural area, a mobile SAC was especially the rural area, a mobile SAC was developeddeveloped

It is a truck made of aluminum, with air It is a truck made of aluminum, with air conditioning and four boxes for the following conditioning and four boxes for the following services : services : 1. Birth certificate1. Birth certificate 2. ID Card2. ID Card3. Police Record 4. 3. Police Record 4. LabourLabour IDID

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Functioning of the SAC System Functioning of the SAC System StructureStructure

ManagementTeam

ImplementationCommittee

SteeringCommittee

Decision-MakingStructure

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Requirements for SuccessRequirements for Success

PartnershipPartnershipMotivationMotivationInformationInformationAwarenessAwarenessCommitmentCommitment

ParticipationParticipationTeamworkTeamworkCoordinationCoordinationFollowFollow--upupMonitoringMonitoring

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Means / ResourcesMeans / Resources

Planning Planning 3 phases3 phases•• Preparatory phase :Preparatory phase : 3 months3 months•• Execution phase : Execution phase : 5 months5 months•• FollowFollow--up/ evaluation : Continuouslyup/ evaluation : Continuously

Human Resources : well selected & trainedHuman Resources : well selected & trainedTechnical Resources : well equipped ITTechnical Resources : well equipped ITFinancial ResourcesFinancial Resources : : US $ 500 ,000 to 1000,000 US $ 500 ,000 to 1000,000

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ResultsResultsStatistics : 19 million Statistics : 19 million services were provided services were provided since September 1995since September 1995Better qualityBetter qualityGreat satisfaction of the Great satisfaction of the citizens: citizens:

•• 85.6% Excellent85.6% Excellent•• 9.1 % Good9.1 % Good•• 3.4 % Normal3.4 % Normal•• 1.9 % Bad1.9 % Bad

State & CitizensProactive Relationship

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Recommendations : Required Recommendations : Required preparatory steps to preparatory steps to buidbuid a PSDSa PSDS

Identification & simplification of procedures for Identification & simplification of procedures for both citizens & public servantsboth citizens & public servantsCollaboration of all administrative unitsCollaboration of all administrative unitsOperating information systems in all involved Operating information systems in all involved services & well developed network of computer services & well developed network of computer equipmentequipmentInterpersonal relationship & technical training Interpersonal relationship & technical training / lifelong learning for Human Resources/ lifelong learning for Human ResourcesDuties / responsibilities well defined for allDuties / responsibilities well defined for all

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Concluding RemarksConcluding Remarks

Close links between all Close links between all Stakeholders ( The Stakeholders ( The Government, the Citizens, Government, the Citizens, the Private Sector, the the Private Sector, the Civil Society) at all levels Civil Society) at all levels for Services for All and for Services for All and by Allby All

Innovation/ModernizationInnovation/Modernization/ Best Use of I T for Better / Best Use of I T for Better ServicesServices to All Citizensto All Citizens

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Next stepsNext stepsOnline training on innovative public service delivery Online training on innovative public service delivery system to the citizens will be shortly available in UNDESA system to the citizens will be shortly available in UNDESA WEB SITE.WEB SITE.

For more information Please contact :For more information Please contact :Ms Najet KaraborniMs Najet KaraborniSenior Interregional Adviser/ UNDESASenior Interregional Adviser/ UNDESATel: 1 212 963 6207Tel: 1 212 963 6207Fax: 1 212 963 2916Fax: 1 212 963 2916EE--mail mail [email protected]@un.org

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HANDBOOK ON PUBLIC SERVICE HANDBOOK ON PUBLIC SERVICE DELIVERY TO THE CITIZENSDELIVERY TO THE CITIZENS

For more information, please contact :For more information, please contact :

Ms Najet Karaborni , Senior Interregional Ms Najet Karaborni , Senior Interregional Adviser, UNDESAAdviser, UNDESATel 1 212 963 6207Tel 1 212 963 6207Fax 1 212 963 2916Fax 1 212 963 2916EE--mail: mail: [email protected]@un.org

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