Kerala   

New norms for public service delivery

THIRUVANANTHAPURAM: The Bureau of Indian Standards (BIS) has published IS 15700-2005 Quality Management Systems – requirements for service quality by public service organisations.

The Central and State governments are major service providers to the citizens and therefore their activities influence public interests to a large extent. Adoption of this standard will substantially improve their operational transparency and service quality.

The government departments are facing tough challenges due to the advent of strong consumer movements, pro-active role of media and enactment of Rights to Information Act to improve the quality of service delivery to the citizens. The IS 15700-2005 requires the public service delivery organisations to establish and document service quality policy and citizen charter, objectives, complaint handling procedure. Further, the standard calls for measurement of customer satisfaction through suitably designed methodology. Regular internal quality audits, analysis of data and improvement through appropriate corrective and preventive actions are the other requirements.

Under the complaint handling scheme, the organisations adopting the standard are required to establish an effective complaint handling mechanism which is widely publicised and also requires nomination of an Ombudsman who could be approached if normal service delivery mechanism does not respond. As a part of implementation of this standard, public service delivery organisations will have to establish a single window system at points of public contacts to facilitate disposal of applications.

The adoption of this standard is expected to result in substantial improvement of quality of public service delivery in the country.

The BIS has also initiated a certification scheme based on IS 15700-2005 for those organisations which have effectively implemented this standard.

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