The Hindu : Karnataka / Bangalore News : People are stakeholders in public services, says Jairaj

Online edition of India's National Newspaper
Friday, Jun 23, 2006

Karnataka

Karnataka - Bangalore

People are stakeholders in public services, says Jairaj

Staff Reporter

Help government agencies do better service, people urged

CLEAR GOALS: BMP Commissioner K. Jairaj at the CII's Annual Quality Service Conclave in Bangalore on Thursday. — Photo: Sampath Kumar G.P.

Bangalore: "As citizens, people are stakeholders in the effective delivery of public services," said Bangalore Mahanagara Palike (BMP) Commissioner K. Jairaj.

Mr. Jairaj was speaking at the fourth Annual Service Quality Conclave organised by the Confederation of Indian Industry (CII) here on Thursday.

The BMP Commissioner urged people to help the government agencies provide better services. He was speaking on "governance as a service".

Mr. Jairaj said the four key elements in the delivery of public services included organisation, systems, leadership and authorising environment. He said the organisational structure should be lean, clean and focussed; systems put in place must be oriented towards better service delivery. An interface between the administrative and political leadership should exist and tension between the authorising environment and the organisation must be eliminated to improve the quality of leadership, he said.

Citing instances of successful initiatives in improving public service, Mr. Jairaj said the Self-Assessment Scheme (SAS) transformed the corrupt income tax system into a citizen- friendly system, thereby increasing revenue.

Introduction of segmentation of customers in the Karnataka State Road Transport Corporation had improved traffic, higher revenue and improved customer satisfaction.

S.K. Kakkar, head of CII Institute of Quality, and C.P. Rangachar, managing director of Yuken India Ltd., were present.

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