Plenary Session 4 : Regional Forum on Reinventing Government in Asia. Country presentation: Lao PDR. Sector

Transcription

1 Plenary Session 4 : Regional Forum on Reinventing Government in Asia Country presentation: Lao PDR Transforming Service Delivery in the Public Sector Mr. Khammoune Viphongxay, Vice Chairperson of the Public Administration and Civil Service Authority (PACSA), Prime Minister s s Office, Lao PDR 1

2 There are many examples of how governance and public administration reform is introducing stronger transparency and accountability in the Lao PDR. The National Accounting System (NAS) has resulted in a significant increase in transparency and accountability, in addition to increasing the quality of service delivery The Citizens Report Card is a demand-side survey technique that will allow the Government to monitor citizens satisfaction on service delivery, thereby embedding transparency and accountability into the service processes. 2

3 Other examples of important reform activities underway include; development of a Civil Service Code of Conduct, increasing use of technology such as PIMS, progressive development of a sound legislative framework, establishment of Kum Ban Phatthana (Development Village Group) Anti-Corruption Activities 3

4 (i) ONE-DOOR DOOR-SERVICE CONCEPT; MAIN CHARACTERISTICS AND CHALLENGES WHICH IT ADDRESSES ODS aims to increase transparency and accountability by;? simplifying the administrative process constraining the citizens access to public services,? reducing inconsistency in the interpretation and implementation of laws and regulations,? improving the organizational structure and staffing to ensure that it meets legal requirements and civil service standards? with the ultimate goal of providing an effective and transparent service delivery and customer-friendly environment for citizens and organizations. The Xaysetha district office in Vientiane Capital launched its pilot One-Door Service unit (ODS) in March

5 (ii) ONE-DOOR-SERVICE CONCEPT; STAKEHOLDERS INVOLVED IN ITS DESIGN, IMPLEMETATION, AND ASSESSMENT Public Administration and Civil Service Authority (PACSA), Prime Ministers Office Office of Vientiane Capital city (VCC) UNDP-supported Governance and Public Administration Reform (GPAR) Central Phase II project, and the Department of Public Administration Reform, Vietnam. Other stakeholders included; V i l l a g e H e a d s C l i e n t s X a y s e t h a D i s t r i c t O f f i c e V C C - C T P C - F i n a n c e - G o v e r n a n c e O D S U n i t G P A R I I P A C S A V U D A A 5

6 (iii) ONE-DOOR DOOR-SERVICE CONCEPT; TANGIBLE RESULTS AND GROUPS THAT BENEFITTED THE MOST Contributed to improved service delivery to the community Processing times on selected services have significantly improved Clear definition and communication to citizens Clear application processing procedures for staff Customers confirmed their satisfaction Therefore all stakeholders have in some way benefited from the introduction of the ODS concept. 6

7 (iv) ONE-DOOR DOOR-SERVICE CONCEPT; CHALLENGES IN DESIGN AND IMPLEMENTATION WHICH WERE OVERCOME AND FACTORS CONTRIBUTING TO SUCCESS (a) The challenges of complexity c of processes involved, and the presence of many stakeholders was addressed through a detailed planning, implementation and evaluation process (b) The relatively low level of capacity and awareness met with both formal and informal capacity building exercises, including skills development and awareness-raising. raising. ConsensusC was built and political support was sought. A regulationr was issued on ODS implementation (c) The challenge of resource availability was met through collaborative efforts of the Government and development partners. (d) The motivation and dedication of the concerned stakeholders.

8 (v) ONE-DOOR DOOR-SERVICE CONCEPT; ISOLATED REFORM OR RELATED TO LONG-TERM GOALS The ODS concept is part of a programme of public service reforms underway in Lao PDR Lessons learned are being documented to aid replication of this successful endeavour throughout the Lao PDR New municipalities will consider the establishment of ODSs as part of their customer service strategy 8

9 (vi) ONE-DOOR-SERVICE CONCEPT; WAYS IN WHICH IT MIGHT BE ADAPTABLE TO OTHER COUNTRIES IN THE REGION Innate flexibility and adaptability to local circumstances. Technology can be introduced to suit local circumstances. The main processes for planning, implementation and evaluation remain similar, regardless of the location. Challenges which are faced in implementing a pilot ODS can be indicative of future challenges in replication, thereby allowing opportunities to explore lessons learned in advance of nationwide implementation. 9

10 Thank you for your attention