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India must redefine its public services delivery in order to enhance citizen service experiences that will also be aiding in revenue generation. Comment. What key factors that should be considered in redefining delivery of public services in India?

Topic:  Codes of Ethics, Codes of Conduct, Citizen’s Charters, Work culture, Quality of service delivery, Utilization of public funds, challenges of corruption.

7. India must redefine its public services delivery in order to enhance citizen service experiences that will also be aiding in revenue generation. Comment. What key factors that should be considered in redefining delivery of public services in India? (150 words)

Reference: Ethics by Lexicon publications.

Why the question:

The question is part of the static syllabus of General studies paper – 4.

Key Demand of the question:

With the unforeseen break in economic activity and a new paradigm of operating in a home-office, we are confronted with a new normal where everything is going to be far more digital. In all of this, the citizen becomes an important asset. And in order to support citizens, improving public service delivery becomes a key task for governments.

Directive:

Comment– here we have to express our knowledge and understanding of the issue and form an overall opinion thereupon.

Structure of the answer:

Introduction:

Begin by giving a simple definition of public service delivery.

Body:

Argue for the need to redefine India’s public service delivery – ever increasing population, high rate of population, inequalities, women empowerment, rapid growth in urbanization, bolstering economic development, driving global environmental programmes and the disruptions created by the Pandemic.

Mention the key factors to be considered in redefining the public service delivery. Citizen centricity, digitization, Scalability considerations, Monetization etc.

Conclusion:

Mention the importance of having an efficient and robust public service delivery service.