Service Delivery System

The government and various other functionaries within the government machinery system essentially exist to deliver services to the citizens. With the introduction of G2C Service Delivery System by the government, various Ministries such as Ministry of Home & Cultural Affairs, Ministry of Agriculture & Forests, Ministry of Foreign Affairs, Ministry of Economic Affairs, and various Autonomous Agencies have developed service delivery manuals to guide delivery of services to the citizens. Therefore, service delivery system is included as one of the elements of FRMAI since the government spend millions of Ngultrums in reaching the services to the citizens, and the value-for-money can be ascertained only if a proper assessment has been done as to how the services have been delivered. Besides, there are other important services having profound impact on the lives of citizens, such as public transport, financial services, telecommunications, and other public services.

The objective of this assessment is to ascertain whether the agencies have delivered the services economically, efficiently and effectively, and the citizens have been able to benefit from those services.

The auditor verifies, observes, compares and ascertains the compliance of each main indicator and sub-indicator against specific criteria derived from applicable laws, rules, regulations, service delivery manuals and other relevant documents.

The main indicators and sub-indicators to assess and evaluate the service delivery system are given in Table – 6.

Sl. No. Main Indicators Sub-Indicators
1 Mandated Services i. Clear mandate for services
2 Service delivery system i. Service delivery standards
ii. Systems and processes
3 Actual delivery of services i. Compliance with standards
ii. Efficiency of delivery (Turn-around time)
iii. Cost affordability
4 Public Perceptions (Survey/Opinion Poll) i. Customers satisfaction