book setup 2069 nijamati.indd

4.2 Sri Lanka
4.2.1 Issuing passport
Service delivery as its best does exist in Sri-Lanka. An apt example would be process
of issuing passports, performed by its immigration department. Sri Lanka provides
two types of services to citizens desiring passports. Those, who have an urgent need,
are promptly provided with passports within 3 hours in the office premise upon
payment of higher amount. In the case of those not having an urgent need, a nominal
amount is collected from the door of the service-seeker through their official network
and the passport is delivered to the doorstep of the service-seeker within 13 days from
the date of application. It is also impressive that the physical layouts of the offices
are pleasantly and orderly placed, the mission statement, organizational chart and
citizen chart are clearly displayed. A reception desk manned by an officer in the main
entrance of each organization has been established so that the service seeker finds a
friendly environment while entering the premise. Information, procedure and forms
necessary for receiving the concerned service are easily provided at the reception desk
Seating arrangement for the officials' and managers has been managed in such a way
that papers or documents can easily pass from one desk to another and so that mangers
may have a direct visual supervision. Such best practices of Sri-Lanka can represent
the example which can be replicated in other countries which do not have started yet.
5 . Nepal
In Nepal, four forms of service delivery system, i.e. direct delivery of services,
privatization of service delivery, alterative models of service delivery and
decentralization of services are being materialized. The government's vision and detail
outcome of required polices to address the effective service delivery and economic
infrastructure have been the significant part of the national plan documents. Human
Resource Development has been considered as an overarching national goal of the
nation in order to reduce poverty. In this context, human development strategy has
been entirely linked with effective delivery of public services and basic infrastructure
development as well. For the empowerment of the people, with special emphasis to
the weaker and marginalized segment of the society, different programs of service
delivery are being launched. Among them, the following are the worth to take as
mentionable as the best practices.
5.1. Devolution of services to the local authorities
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Service delivery in grass-root level is much broader and it includes a number of
sectors and cross-cutting issues. Many partners are involved while delivering
services. The Government of Nepal has promulgated 'Local Self-Governance