Citizen’s Charter for Improved Public Service Delivery and Accountability: The Experience of Land Administration at the Local Government in Bangladesh

Kundo, Hare Krisna

doi:10.1080/01900692.2016.1262872

Cited by 9 publications

(6 citation statements)

References 29 publications

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“…Following the advice, all ministries and most government authorities have prepared citizen charters (Khan, 2008). Although several years have passed since the introduction of this process, most service recipients remain unaware of the charter (Kundo, 2018).…”

Section: Selected E-services In Bangladeshmentioning

confidence: 99%

Electronic public service delivery: progress and challenges in Bangladesh

Huque,

Ferdous

2024

PAP

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PurposeThe paper aims to examine the state of electronic service delivery in Bangladesh. It reviews the structure and operation of the “e-service” centers at the district, sub-district (upazila), and union levels by taking an inventory and assessing their contributions.Design/methodology/approachThe paper is based on a review of the functions and operations of the service delivery agencies with reference to the claims made by the government. It is based on secondary materials obtained from academic studies, government documents, relevant websites, and media reports.FindingsElectronic delivery of public services in Bangladesh has not been effective as planned. There are issues regarding channels of communication, the competence of public officials, human and financial resources, and political will to support the agencies delivering public services.Originality/valueThe paper examines the arrangements, practices, and problems of delivery of public services in Bangladesh through e-service centers at the local levels to determine the progress and potentials of employing digital technology for addressing problems. It proposes the strategy for public service delivery by using digital technology in the country.

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Section: Selected E-services In Bangladeshmentioning

confidence: 99%

Electronic public service delivery: progress and challenges in Bangladesh

Huque,

Ferdous

2024

PAP

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“…In many cases, a push approach is successful, but the failure in this regard is also remarkable, especially in cases requiring stakeholder engagement. For example, the coercive policy transfer of NPM in Bangladesh (Dolowitz et al ., 1999) did not prove effective (Kundo, 2018). Stakeholder engagement underpinned by critical dialogic approaches are essential when solutions require significant behavioural change and deal with religiously or culturally sensitive issues (see, for example, Ceglarz et al ., 2017; Juntunen et al ., 2019; Mitchell et al.…”

Section: Public Sector Accountability In Bangladeshmentioning

confidence: 99%

Public accountability failure in solving a public nuisance: stakeholder disengagement in a clash of Western and Islamic worldviews

Islam

Rahim

Kuruppu

2023

AAAJ

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PurposeThis paper examines the link between the failure of public accountability and stakeholder disengagement brought about by a New Public Management (NPM) style “smart solution” introduced to reduce public urination in Dhaka city. It shows how New Public Governance (NPG), Islamic and dialogic approaches can improve decision-making and solutions.Design/methodology/approachDrawing on the concepts of public accountability, NPM, NPG and dialogic accountability, this study highlights how narrow conceptions of accountability and poor stakeholder engagement impacted the effectiveness of the “smart solution” based on data collected through observation and unstructured in-depth interviews.FindingsEvidence suggests that narrow conceptions of accountability driven by monologic NPM perspectives led to poor stakeholder engagement, which impacted the effectiveness of the “smart solution”. The solution that consists of changing anti-urination signage from Bengali to Arabic script has not solved Dhaka's public urination problem. In many instances, the solution has disenchanted certain stakeholders who view it as an offence against Islam and a confusing de-privileging of the Bengali language which has significant national and cultural value in Bangladesh.Originality/valueThe findings of the study contribute to policymaking discussions on how to effectively engage with stakeholders and extend the literature on accountability within the context of conflicting public versus private demands related to a public nuisance. The study outlines important issues related to stakeholder engagement and introduces a framework that conceptualises how to increase the effectiveness of public policy decisions using NPG, Islamic and dialogic accountability approaches, especially on matters that require significant public/external stakeholder support. It also provides a conceptual integration of these various approaches, including nuanced insights into accountability challenges within “non-Western” contexts.

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“…Article 21(2) of Bangladesh's Constitution mandates that all Government employees must serve the people at all times. Kundo (2016) outlined in his study the function of the citizens' charter in boosting local government's public service delivery and accountability. Enhanced public service delivery and accountability have emerged as major priorities for public administration, he added.…”

Section: Literature Reviewmentioning

confidence: 99%

“…A case study of the citizen's charter of Mymensingh City Corporation (Rahman) 55 favour among nations is known as the citizens' charter. Its objectives are to provide a framework for accountability, transparency, and improved service delivery, as well as to promote better governance through increased participation from the general public (Kundo, 2016).…”

Section: Introductionmentioning

confidence: 99%

Identifying the level of service receiver satisfaction using the time, cost, and visit model: A case study of the citizen's charter of Mymensingh City Corporation

Rahman¹

2022

Preprint

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Citizen satisfaction with service delivery is a crucial indicator of how much citizens trust and have confidence in their local government. In reality, a citizens' charter is the agreement between residents and a government service provider regarding the amount and quality of service. The purpose of the study is to assess the satisfaction of service recipients based on the time, cost, and visit model. This research develops the TCV (time, cost, and visit) model utilised by a2i (Aspire to Innovate) to determine the satisfaction of Mymensingh City Corporation service recipients in compliance with the citizen charter. This study employs a quantitative technique based on the opinions of one hundred survey respondents from Mymensingh City Corporation. First, the research revealed that the degree of customer satisfaction with City Corporation is poor. Second, the public responsiveness variable, which includes the time, cost, and frequency of service visits with city corporations, has the significant impact on satisfaction differences among citizens. Thirdly, the majority of respondents perceive they are not receiving services in accordance with the Citizen Charter. In such a case, the government may need to examine the matter in greater detail and devise measures to improve service quality via CC. This may necessitate periodic revisions of the Citizen Charter in response to changing citizen demands, the dissemination of information about the Charter to those who benefit from it, and in-depth explanation of the Charter on the City Corporation's website.

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Citizen’s Charter for Improved Public Service Delivery and Accountability: The Experience of Land Administration at the Local Government in Bangladesh

Cited by 9 publications

References 29 publications

Electronic public service delivery: progress and challenges in Bangladesh

Electronic public service delivery: progress and challenges in Bangladesh

Public accountability failure in solving a public nuisance: stakeholder disengagement in a clash of Western and Islamic worldviews

Identifying the level of service receiver satisfaction using the time, cost, and visit model: A case study of the citizen's charter of Mymensingh City Corporation

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