Evaluation of Local Service Delivery: Perceptions of the Service Recipients

Abstract

New public management traits and prescriptions have accelerated the implementation of the Citizen Charter in Bangladeshi government offices from aid organisations in Western nations. An institution’s service delivery process may be reflected through the use of CC. CC’s responsibilities include assessing how the public perceives improvements to the UP’s different services. Therefore, it is expected that the local service delivery will be improved due to the adoption of CC. Citizen participation is critical in evaluating the CC’s impact on local service delivery and its progress toward full implementation. Here, we examine how CC is currently being used in our service delivery process, keeping this in mind. This chapter also discusses CC’s position in UP service delivery by demand-side actors, including their perspectives. According to feedback from demand-side actors, service delivery at the local level has improved to some extent. However, the CC’s impact on the service delivery process was minimal since many respondents were uninformed of the CC’s provisions. In certain areas, the inhabitants felt that service delivery had significantly improved. Here, two factors were at play: the government’s directive to promote priority-based service delivery and the UP officials’ motivations.