Providing Solutions for Improving Governance Driven by Knowledge and Technology for Improving Delivery of Services.
IMPROVING DELIVERY OF PUBLIC SERVICES
Improving delivery of public services is becoming a major demand of the civil society
and the government is responding by putting more emphasis on increasing efficiency and
effectiveness of services delivered by its various wings. This is done by developing
Citizen's Charter, for which some States have already enacted Laws, building capacity
of the delivery organization in meeting the standard of services committed to the
citizen through the published Charter and putting in place appropriate system of
accountability and reporting failures for due compliances to committed service standards.
We have a team well experienced in government processes to provide consultancy in
improving delivery of public services. The services include development of Citizen's
Charter, working out required improvement in governance and establishing a sound
Grievance Redress system as well as to build capacity of the employees to meet the
required standard. The activities involve analysis of existing government processes
and streamlining those through appropriate process reengineering, putting in place
clear accountability mechanism, making the process and outputs to be delivered more
visible to the citizen/client with appropriate application of Information and
Communication Technology and imbibing various good governance practices. This also
requires capacity building of the employees and improving working environment and
attitude which are also taken up on a turn-key basis along with the other interventions
REVIEWING AND REENGINEERING OF GOVERNANCE PROCESSES
Reviewing of governance related process and output as well as outcome of various public
services is very important to judge the efficiency of resource utilization and
effectiveness in meeting need of the citizen. Such monitoring, generally taken up
internally, is often weak and the report generated is of limited use in understanding
the constraints and weaknesses and knowing the level of satisfaction of the citizen.
Thus, in spite of allocation of resources the output remains limited leading to
achievement much lower than expected. External monitoring by professional experts can
provide very important feedback including required systemic improvement to make the
services and programmes more efficient and effective in meeting the ultimate objective
concerning well-being of the citizen. We have capability of providing external
monitoring support including taking up diagnostic studies, for both processes and
outcome, for identifying the systemic weaknesses, assessing benefit actually flowing
to the citizen/target group and judging the overall effectiveness of the programme
in satisfying the needs of the citizen and possible remedial measures to be taken.
We also take up studies for documentation of practices and processes related to
governance and programme output and outcomes and carry out impact evaluation of
programmes related to socio-economic development.
LOCAL GOVERNANCE AND DECENTRALIZED PLANNING
Local governance has gained importance after the 73rd and 74th Amendment of the
Constitution. We provide all sorts of consultancy for strengthening both rural and
urban local governance including devolution of Function, Fund and Functionaries and
building capacity of Local Governments for better delivery of services, augmentation
of own revenue and better fiscal management. One area of our specialization is
providing support for decentralized planning for the local areas and to assist local
governments in developing their own database including spatial and temporal data for
more objectivity in planning. We also provide consultancy support for implementation
of the plan and assessing its output and outcome.