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Service Delivery Arrangements

How Kerala is using the Internet to localize delivery of public services to citizens

Tina George Karippacheril's picture

I was intrigued by Kerala's Akshaya program. Kerala is uniquely, a most decentralized state, the only one of 17 in India to enact the Right to Public Services and, to open citizen service centers called Akshaya, run under the oversight of panchayats, 3-tier local self-governments, in 14 districts set within a 2 km radius of households. Akshaya was designed in its first phase in 2003 by the Kerala IT Mission to improve e-literacy in underserved areas and, in its second phase to provide a platform for government to citizen services through a public-private partnership. Over 60% of Kerala's 33 million citizens have been served by 2070+ Akshaya centers run by private entrepreneurs who collectively earn 30 million INR a month, creating employment for over 20,000 individuals. (For more details, see Akshaya Overview and UNDP Report on Akshaya).

Grievances as a Public Good

Margaux Hall's picture

This summer, I made a project visit to a government clinic in northern Sierra Leone.  It is a clinic pretty much in name only, being constructed as 1-bedroom living quarters for a teacher and subsequently converted into a health facility.  The nurse took me on a tour, pointing out the problems: a broken scale to weigh infants, no waiting room for early stages of labor, animals grazing and

How can public service providers do better? Pay versus ‘prosocial motivation’

Willy McCourt's picture

 BEYOND PAY AS MOTIVATOR

Pay reform has been a mainstay of our public sector practice over many years.  We have encouraged governments to ‘decompress’ pay, paying more to senior staff whose relative contribution to the public service, we have argued, is not reflected in their pay packets.  We have sponsored job evaluation exercises, so that pay is aligned more closely with duties.  We have tried to link pay to some measure of performance.