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Governance in Delivering Public Services

Governance in Delivering Public Services

In India, the Real Estate Regulatory Authority (RERA) ensures that the real estate developers and sellers sell plots and apartments after their registration with the real estate regulator. But the real estate developers start launching their projects and even start booking the sale of the units without registering the project with the RERA. 

For example, in Gurugram Haryana, sector 102A the developers found booking plots and apartments in the unregistered projects. The developers took the money either in cash or cheque and also allot the booking of the unit to the customer without registering the project and it is totally illegal because the project is not registered and permission is also not sought from the RERA. The RERA is empowered to impose huge penalties on the developers for such wrong practices i.e. up to Rs. 12 Crores against the promotor. 

The RERA Act states that no real estate agent can participate in the project's advertisement, marketing, or sale without getting registered with the RERA. 

The Government is responsible and entrusted to deliver public services for providing basic amenities i.e. Transportation, Education, Health, Water Supply, Roads, Electricity, Legal Services, etc. In case, the services are being provided without discrimination as per the rules of the Government; it is considered Good Governance but in case, the services are not being provided on time as per the needs of the citizens and the system is affected by corruption; then there is lack of Good Governance. Every nation and every state faces various challenges in ensuring Good Governance in public services. The systems to address the grievances are framed to sort out the disputes among citizens and government offices with regard to general issues. Even the Public-Private Partnership (PPP) and Privatization of the public services are used to reduce the quantum of resources in the hands of the Government. The challenge to streamline the system of delivering public services is very complicated sometimes.

Delivering Public Services:

For the scalability of the public sector services, it is required to move from Governance to Good Governance fixing responsibilities with ensuring transparency; thereafter, from Good Governance to e-Governance adopting Software-based products. The Haryana Government is doing the same. This digital governance sector is as untapped opportunity for the new age entrepreneurs.
Governance in Delivering Public Services

(i) Establishing Public Institutions for Delivering Public Services:

The basic solution to ensure good governance in delivering public services is to formulate public institutions with mandates to deliver public services. The government set up various types of organizations to deliver the public services such as Departments for Electricity, Water, Roads, Irrigation, Sanitation, Railways, Bus Services, etc. in the countries function to deliver the public services.
The Standard Operating Procedures (SoPs) are formulated for delivering the public services in each organization. The SoP is basically a set of step-by-step processes to carry out the organizational functions by the officers or executives. The SoP fixes the duties and responsibilities of each executive and also provides the mechanism to fix the inefficiencies at the executives’ level for delivering their best contribution. In this way, each organization works as per SoP and achieves the aims and objectives with efficiency, quality of service delivery, and best enforcement of rules and regulations.
In the pandemic times, the District Education Officer fixed the responsibility of School Principals for finding Covid or Corona positive students in the schools.
The Government ensures the reward to good performing executives and punishment to bad non-performing executives by framing policies, and rules, and giving instructions. The rule of ‘higher incentives’ and ‘cut in salaries’ work for reward and punishment to the executives.
The Educational Schools, Hospitals, Electricity Generation and Distribution, and Public Works Departments are established for ensuring delivering of each public service.
However, the management of the organizations become a major challenge in such case, and corruption is required to be fixed at all levels of the organizations.

(ii) Privatization of Public Sector Organizations:

In most of cases, it becomes difficult to provide good public services due to corruption and non-fixation of responsibility in public institutions. In such a case, the Government decides to privatize the public sector organizations.
When the Government is not much empowered to collect the taxes for funding the organizations delivering public services; the decision is taken to privatize the organizations i.e. to transfer the ownership and management of the public sector organizations into the hands of private players i.e. corporate sector’s companies with a particular procedure.
However, the Government regulates and controls the private sector organizations to ensure the availability of the best services to the citizens.

(iii) Public-Private Partnership (PPP) Projects:

When Government requires to utilize the capacities of private sector organizations but to a small extent, only in areas where it is unable to deliver the public services; then the mode of Public-Private Partnership (PPP) is preferred.
The PPP model is particularly used to procure goods and services of the private sector organizations through a transparent procedure. The Governance to deliver public services to the end-users is monitored without differentiating the public sector organizations with or without PPPs. The role of regulatory bodies becomes more important to ensure good governance.
Before adopting PPPs in public services; a tool of public sector comparator is used to estimate the cost of delivering public services in the hands of the Government and thereafter, the feasibility studies are carried out to decide whether to use PPP or not. Only when it seems feasible and economical to deliver public services through PPP mode; the PPPs are formulated and governance is ensured.

(iv) Communitization of Public Services:

The Government decides to transfer the ownership and management of public institutions to the communities for better delivery of public services. It happens when the Government wants to get the participation of communities, in the utilization of public resources. It is well known that the Non-Government Organizations and Communities at the large level, show interest to come ahead for delivering public services.
Through communitization, the governance is improved up to the grass root levels by sharing the government assets with the communities. The reforms for more efficient delivery of public services; are implemented with the support of communities working at the ground level among the users i.e. citizens including beneficiaries of various schemes of the Government.
Recently, the communization of public services is used in Nagaland and it is found that it brought major improvements in the Governance system and reduced the inefficiencies to a great extent. Even the communities responsible for delivering education services applied the ‘no work no pay’ slogan to stop the unauthorized absence of teachers from the schools. Similarly, in health services, the Nagaland constituted Health Committees to strengthen the governance system and ensure the presence of doctors, and the availability of medicines in a better way. The communization of electricity services sorted out the practical problems of high Aggregate Technical and Commercial (AT&C) Losses including distribution losses by the public without the involvement of the police administration.
*Copyright © 2019 Dr. Lalit Kumar. All rights reserved.
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