Quality of Service Delivery

You are the Health Secretary in a state where there is an outbreak of dengue and chikungunya diseases. There have been reports of negligent attitude of some private hospitals in the city. Also, the public hospitals do not have the required infrastructure and staff to meet such increased number of cases in a short span of time. Additionally, the staff is demoralised by the increased working hours and the public outrage. Despite the efforts of the local authorities this issue emerges year after year. 1. What are the immediate steps which should be taken in such a situation? 2. Suggest some long term measures to ensure that such a situation is not repeated.

20 marks · 250 words · Answered by 7 toppers · CSE 2016–2019

Crisis Decision MakingEthical Dilemmas in Government

For effective public service delivery, the need today is to move from traditional accountability mechanisms to social accountability through greater civic engagement. Discuss with examples.

10 marks · 150 words · Answered by 6 toppers · CSE 2016–2018

Transparency and InformationProbity in Governance

Right to Service acts are part of a broader rights-based approach to social policy that has rippled through India over the past decade and a half. Many states have passed public service guarantee acts, also known as Right to Service acts. A state government has set up the Public Service Management Department to oversee the implementation of the Right to Service acts and you have been made its head. After some time you come to observe the following facts: First, officials often wait until towards the end of the maximum allotted time period to complete a service. It could be that officials are creating a new opportunity for bribes, taking money to speed the service up (especially for time sensitive services like caste certificates that may be required for a job or university application). Second, lower officials did express concern about Right to Service Acts being implemented unfairly or being distracting. For example, some said that if there was to be a time limit for processing applications and completing the work within stipulated time then there should also be a limit on how many applications can be accepted. They also felt that the fear of a penalty did make them prioritize processing these applications, but at the expense of their other works. (a) As the head of the Department how you will explain the behaviour of the officials? (b) Except the two options which are given below, what other options are available for you to address the issues of case study. Evaluate their merits and demerits and choose the best option, giving reasons. (i) Set up a citizen grievance redressal cell in the office. (ii) Install CCTV in the office and fix a limit on how many applications can be accepted.

20 marks · 250 words · Answered by 1 topper · CSE 2016

Quality of Service DeliveryCorruption