- January 15, 2020
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- Comments Off on Administrative Responsiveness with reference to Public Service Delivery in India
The idea of public services tailored to the requirements of the service-users had emerged as a paramount concern by the time the decade of the 1990s dawned. The rise of the 73rd and 74th Constitutional Amendment Acts, in 1992, as much as that of the Panchayats (Extension to the Scheduled Areas) Act, 1996 and the Department of AR&PG initiative which culminated in the “Action Plan for Effective and Responsive Administration” following the May 1997 chief ministers’ conference bear a fulsome testimony to this assertion.
While the 1992 and 1996 legislations seek this via the route of localization – stressing devolution of power from the centre to localities where the people actually live – the Department of AR&PG’s “Action Plan” seeks it through a stringent de-concentration strategy designed to extract maximal performance from the front-line functionaries (or the customer-contact employees) of the bureaucratic machine.