Simplify procedures: Need for simplification of procedures, documentation and more education to the users. This will reduce dependence of the users on middlemen and touts.
Performance-based incentive to staff: In order to improve service delivery, there should be fixed and variable component in the staff salary. The variable component should be linked to objective and measurable outcomes.
Users Committees: Merely setting up users committees is not enough. There is need to provide them with certain powers (like report card of teachers, recommend fines for poor service etc) to make departments accountable to them.
Outsource certain services (wherever possible): Public service departments should be purchasing outputs rather inputs whereever possible. For example, in hospitals instead of buying X-ray machines they should buy reports. This will help eliminate several opportunities for corruption like buying of X-ray machines, purchase of spares, procurement of X-ray films, hiring of Radiographers, his transfer etc.
Greater Transparency: Right to Information is one tools which could facilitate greater transparency in public spending.
Use of technology: Public services can use technology to reduce the need for citizens to visit their offices. Various technology enabled features like toll-free lines, websites, or SMS-based application can be developed for better service delivery.
Active Citizen Charter: Citizen Charters should be drafted in consultation with various stake holders like service providers, users etc. The Charters should have realistic and measurable action standards, and not just statement of intent.
Faster grievance redressal mechanism: This survey shows that the confidence of the users on the Grievance redressal mechanism is low. There should also be information on whom to approach in case the grievances are not addressed in the normal course.
Public hearing: There should be periodic public hearings so that service providers are accountable to users.
Satisfaction surveys: Independent surveys should be undertaken at periodic intervals to benchmark, measure and track quality of service.
Public awareness: There is need for generate greater awareness about services, procedures and initiatives.
Need-Based Services
Independent and decentralized vigilance: The Vigilance department should be given greater power so that it is far more effective. At the same time adequate care must be taken to ensure that the innocents are not victimized.
Reduce “middlemen” role: The role of middle men could be reduced by simplifying procedures and developing standard formats For example standard templates of agreement to sell or power of attorney could be made available to citizens.
Separate regulation & service functions: In most of these departments there is no clear separation between regulatory and service function.
Training of staff: Regular training need to be provided to Staff on various aspects like how to deal with citizens, manage stress and keep pace with advances in technology, so that the staff is more service oriented.