Public Service Delivery in India: Challenges and Opportunities

Abstract

The biggest challenge before Government is to ensure ‘inclusive’ growth so that the gains from increased national income are shared by all sections of society. In particular, it is imperative that a high quality of basic services be provided to all citizens, since these are not only ends in themselves, but also play a critical role in enhancing individual capabilities to participate fully in the growth of the economy. Public service delivery is one of the most significant and critical aspects of good governance because it affects the lives of millions of people. The government ensures that the public services are available uninterrupted all the time and all the costs within the reach of all. It means that services must reach the citizens. India is a developing country and it is through better public service delivery that inclusive and sustainable socio-economic development can be achieved. Government department through which most of the public services are delivered are organized according to bureaucratic model. They are hierarchical in structure with superior subordinate relationships, reliance on control through inspection; rigid rules and procedures; preference for precedence, topdown planning and communication and bottomup reporting; merit cum seniority based promotions and security of services. However there is a great deal of public dissatisfaction with the present public service delivery at all levels of government. This article highlights the criticality of improving public service delivery and the challenges before bureaucracy to achieve it. The article finally highlights the need to have effective public management of our resources and to create open, transparent and accountable systems of public service delivery.