Bringing Customer Service Orientation to Government - Inputs Required on Solutions
Dear Friends:
Thank you for taking the time to share issues and root causes related to lack of customer service orientation at Government offices.
These are some of the key root causes identified by you all for the lacking customer service faced by citizens at Government offices:
1. Government Officers have a lot of authority with very little accountability
2. No set guidelines for timeframe to complete a task
3. No published rules/processes
4. Lack of trainings and development programs
5. Officers who are caught misusing their powers are not punished strictly
6.Lack of feeling of responsibility
7. No complaint escalation matrix system in many departments
8.Computer literacy in a lot of government departments is still very low
9.Lack of inter-department coordination
10.No quality control measures
11. No solid complaint redressal mechanism
12. Agents are allowed to prosper outside every government office
13.No proper performance monitoring system
14. Selection for government jobs is more based on the academic criteria and less on skills possessed
15. Government employees are moderately paid
16. No performance based incentives
17. Promotions are based solely on seniority
If there is something missing, kindly post it as a comment to this post. Let us move forward and find solutions to to the above and what is needed from the Modi Government to improve Customer Service at Government offices.
Thank you again for your participation.
Rajendra Pratap Gupta
Bharatiya Janata Party
Thank you for taking the time to share issues and root causes related to lack of customer service orientation at Government offices.
These are some of the key root causes identified by you all for the lacking customer service faced by citizens at Government offices:
1. Government Officers have a lot of authority with very little accountability
2. No set guidelines for timeframe to complete a task
3. No published rules/processes
4. Lack of trainings and development programs
5. Officers who are caught misusing their powers are not punished strictly
6.Lack of feeling of responsibility
7. No complaint escalation matrix system in many departments
8.Computer literacy in a lot of government departments is still very low
9.Lack of inter-department coordination
10.No quality control measures
11. No solid complaint redressal mechanism
12. Agents are allowed to prosper outside every government office
13.No proper performance monitoring system
14. Selection for government jobs is more based on the academic criteria and less on skills possessed
15. Government employees are moderately paid
16. No performance based incentives
17. Promotions are based solely on seniority
If there is something missing, kindly post it as a comment to this post. Let us move forward and find solutions to to the above and what is needed from the Modi Government to improve Customer Service at Government offices.
Thank you again for your participation.
Rajendra Pratap Gupta
Bharatiya Janata Party
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View all 48 comments Below 48 comments
Government must ensure that for each and every individual employee of the government, clear job description and parameters for monitoring performance must be made available not only at his/her work place in a way easily accessible to people who would need his/her services, but also made available in connected government website or social media. Each government employee must fill monthly, quarterly, half yearly and annual self appraisal on all those parameters listed for him/her and display the same at his/her work place besides publicizing in website. Citizens must have opportunity to rate the employee's performance on each of the parameters on the self appraisal yes/no in the same manner as we find in Facebook, twitter etc. All negative ratings of people must be taken seriously irrespective of any number of positive ratings. Such negative rated employee must be thoroughly investigated and appropriate action must be taken against erring employee. No employee should feel his job is secure without doing his work properly. Similarly in case of predominant yes ratings also investigation must be instituted to ensure that the ratings were not propped up by the employee or his kith and kin, and if found the ratings genuine, appropriate rewards must be initiated.
Jul 19
While following processes is good, the Government officers have taken it to a point that they do not wish to take any decision till all the check boxes are complete in the way they want it. There is no accountability for delays and consideration on the impact that will have on the outcome. I have come across project execution being delayed on such counts. As PM said, take decisions I will support you.
Jul 06
Not only there is no accountability for the Govt. servents but it is also seen that at times the entry to these offices is not merit based. Same is the case with promotions. People with merit, skills, academics,calibre, perseverance should get recognitipon and appreciation--there is no need of any other incentives
Jul 06
The solutions are 1. Reduce the govt. to bare minimum 2. Use IT to its fullest 3. Reduce man power in Govt. offices 4. The officers are today busy in monitoring subordinate's work, rather they should be asked to make clear procedures for deliverance, agents will vanish then. 5. The delivery timings to be fixed, like in RTI act so that officers feel the heat of non or delayed delivery. 6. Discourage the govt. service by reducing their remunerations 7. Smaller offices should be made cost and profit centers 8. Strict punishment 9. promotions through exams for skills required for the job. 10. Revisit labour laws, the feeling of permanency without performance has to go. 11. Entry at all levels like in private sector, free movement of people moving into govt. from private sector and to private sector from govt. 12. Task completion based posting in projects and strict performance for non compliance. 13. The electronic attendance system.
Jul 06
there should be system in place, that too computerised program, as well as customer feed back, both should match approximately, 1.Check list showing minimum documents required to be submitted along with any application is attached. 2. time frame to clear doc in any office/any table. 3.any one delaying purposely should be punished and losses should be recovered from his salary. and other punishments.
Jul 06
