Conclusion

Abstract

In this chapter, a contrast between theory and practice is made. The three theoretical foundations: reform, change management, and policy implementation, deal with the result-oriented service delivery system. We argued that comparing the public and private sector service delivery processes is complicated. In addition to this, the issue of value for money—providing public sector service provision through user charges—is comparatively new in the public sector. In addition to this, the administrative paradigms toward providing services following the 3Es—economy, efficiency, and effectiveness—from the characteristics of traditional public administration to core values of new public services (NPS) also focus on citizens’ satisfaction with the services. This is similar to the components of Easton’s (1965) “Political System” model and Meter and Horn’s (1975) policy delivery systems. The success of the application of Citizen Charter for improved service delivery has been found successful in many researches, and there remain many challenges too. Thus, suggestions are given to tackle those challenges to ensure smooth service delivery at the local level.