Report on National Consultation on Strengthening Delivery and Accountability Frameworks for Public Service

09 Dec 2011


This report summarizes discussions at a first-of-its-kind consultation amongst stakeholders focused on strengthening delivery and accountability frameworks for public services in Bhopal, Madhya Pradesh. Representatives from State Governments, NGOs, Academia and the Private Sector debated recent legislative initiatives for Service Guarantees and their implementation.

The National Consultation on ‘Strengthening Delivery and Accountability Frameworks for Public Services’ was organised by the Government of Madhya Pradesh, Department of Public Services Management- DPSM and UNDP-India on December 8 and 9, 2011 in Bhopal, Madhya Pradesh. This, first of its kind, Consultation aimed to bring together various State governments, which have legislated and notified the guarantee of public service laws in a variety of forms, to share their implementation experiences and learn from each other’s emerging successes and challenges.

It brought together nearly 100 participants from 12 states, mainly from the government, academic circles, institutions working on technology issues, and civil society organisations. The initiative grew out of Madhya Pradesh government’s path-breaking legislation on making public service provision a matter of citizens’ rights, followed by ten other States in the country (as of December 2011). The consultation was organised by the Government of Madhya Pradesh and UNDP India under the ambit of the GoI-UNDP ‘Pathways for an Inclusive Indian Administration’ (PIIA) project.

During plenary and break-out sessions the Consultation covered themes such as: the legal framework of different Acts, challenges related to capacity development, availability of supporting infrastructure, and the Information and Communication Technology (ICT) and non-ICT solutions that could support the implementation. Since this type of legislation is relatively new, the focus of the Consultation was on bringing forward concrete and practical recommendations on the aforementioned themes for strengthening the theory and practice.

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