Explain public service delivery and define quality of public service delivery.
Introduction
Public service delivery is termed as quality observed if it leads to match between demand (expectation) and supply.
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Main Body
Public service delivery is termed as quality observed if it leads to match between demand (expectation) and supply.
Quality encompasses two dimension—
By both delivery & outcomes are of dish standard service is termed as quality.
[Components of Service Quality]
(R) Reliability (A) Assurance (T) Tangibility (E) Empathy (R) Responsiveness
⇒ [Servtram Model] an recommended by 2nd ARC can be used to ensure quality—in terms of efficiency, economy, and effectiveness.
Conclusion
So, ways and mean to ensure service quality depend on addressing both demand & supply side factors.
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- Clear definition of quality in public service delivery
- Structured breakdown of quality dimensions
- Reference to recognized model (SERVQUAL)
- Mentions 2nd ARC recommendation
ANKUR TRIPATHI
Governance, Transparency, Accountability and E-governance
Citizens Charters
Service Quality and Public Service Delivery Standards
141
Total words
7
Paragraphs
analytical and structured
Tone