Train­ing on re­view of pass­port ser­vices through the use of so­cial ac­count­abil­ity tool

Bhutan Times - - Home - An­jana Subba

Two days pro­gram to re­view the pass­port ser­vices through the use of so­cial ac­count­abil­ity tools as held in the cap­i­tal from 24th- 25t De­cem­ber 2014. On 24th Novem­ber 2014, the G2C Of- fice was es­tab­lished vide a gov­ern­ment or­der un­der the Prime Min­is­ter’s Of­fice with the man­date to im­prov­ing pub­lic ser­vice de­liv­ery. As di­rected by the Prime Min­is­ter, one of the first tasks that was un­der­taken is to seg­re­gate the ser­vices into core and non- core ser­vices and to carry out the re­view of the core ser­vices.

The pass­port ser­vice is an im­por­tant core ser­vice that is re­quired by all cit­i­zens ( stu­dents, civil ser­vants, pri­vate sec­tor and pri­vate in­di­vid­u­als), there­fore it is nec­es­sary to re­view the pass­port ser­vice with the ul­ti­mate ob­jec­tive of fur­ther sim­pli­fy­ing the de­liv­ery of the ser­vice.

The re­view of ser­vice was car­ried out in a sci­en­tific man­ner through the use of the So­cial Ac­count­abil­ity tool in par­tic­u­lar the com­mu­nity score­card. In this re­gard, the G2C of­fice is sup­ported by the An­tiCor­rup­tion Com­mis­sion and the Royal In­sti­tute of Man­age­ment, as they have im­mense ex­pe­ri­ence in con­duct­ing the so­cial ac­count­abil­ity tool.

The two days pro­gram was held at the ACC Con­fer­ence Hall. The par­tic­i­pants of the pro­gram are of­fi­cials from the Pass­port Sec­tion, Depart­ment of Pro­to­col, MFA as ser­vice providers and from the ser­vice users side we have rep­re­sen­ta­tion from the civil ser­vice, cor­po­rate sec­tor and the pri­vate business in­di­vid­u­als.

Through the com- mu­nity score­card the ser­vice providers and ser­vice users will en­gage in a di­a­logue to iden­tity is­sues, con­cerns and short­com­ing re­lated to pass­port ser­vice. Fur­ther, the ser­vice providers will carry out self – eval­u­a­tion of their ser­vices while the ser­vice users will score the pass­port ser­vice based on cri­te­ria such as time­li­ness, ease and cost.

The G2C Of­fice hopes to iden­tify the is­sues and also come up with ways of im­prov­ing the ser­vices and ul­ti­mately come up with stan­dard­ized ser­vice de­liv­ery stan­dards for pass­port ser­vices after the two days work­shop.

The G2C of­fice will repli­cate this ex­er­cise for other core ser­vices of the gov­ern­ment in the com­ing months and de­vel­oped ser­vice de­liv­ery stan­dards for the ser­vices to­wards im­prov­ing the de­liv­ery of ser­vices.

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