CITIZEN CENTRIC BEHAVIOUR

CITIZEN FRIENDLY ATTITUDE

സ‌ൽഭരണം ( ഗുഡ് ഗവേ ണൻസ്). പ�ൊതുസ്ഥൊ�ന‌ങ്ങളുപ� ന�ത്തിപ്്പ, പ�ൊതുസ്വത്തിപ� മേ�ൽമേനൊട്ടംഎന്നിവ നന്നൊയി ന�ക്കുകഎന്നതൊണ്ഈ

പ്ര�മേയൊഗം പകൊണ്ടുമേ$ശിക്കുന്നത്. " തീരു�ൊനങ്ങപള�ുക്കുന്ന പ്ര�പ്രകീയപയയും അവന�പ്പിലൊക്കുകമേയൊ ന�പ്പിലൊക്കൊതിരിക്കുകമേയൊ പ*യ്യൂന്ന

പ്ര�പ്രകീയപയയു�ൊണ് " ഭരണം  എന്ന�ദം പകൊണ്ടുമേ$ശിക്കുന്നത്

Mahatma Gandhi on SU-RAJ

• “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it.”

Jawahar lal Nehru

• “….Administration is meant to achieve something, and not to exist in some kind of an ivory tower, following certain rules of procedure and, Narcissus-like, looking on itself with complete satisfaction. e test after all is the human beings and their welfare.”

Aim of Administration

• 1.Pro-active• 2.Responsive• 3.Accountable• 4.Sustainable• 5.Efficient

• 4 EsEthos

Ethics

Equity

Efficiency

4(E) PILLARS OF GOOD GOVERNANACE

& CITIZEN FRIENDLY SERVICE

ACCOUNTABLE

TRANSPARENT

RESPONSIVE

EQUITABLE&INCLUSIVE

EFFECTIVE AND EFFICIENT

FOLOWS THE RULE OF LAW

PARTICI-PATORY

CONSENSUS ORIENTED

GOOD GOVER-NANCE

പ�ൊതുസമ്മതി സുതൊര്യം

പ്ര�തികരണൊത്മകം

സമത്വം,ഉൾപ�ടുത്തൽ

ഫലപ്ര�ദം,കൊര്യക്ഷമംനിയമൊനുസൃതം

�ങ്കൊളിത്വം

ഉത്തര ൊദിിത്തവേ*ൊധം

തിരുക്കുറൾ -548-

എൺ�തത്തൊൻഓരൊ �ുറൈറ പ*യ്യൊ �ന്നവൻ

തൺ�തത്തൊൻതൊമേന പക�ുംഎൺ�തത്തൊൻ- നീതി മേത�ി വരുന്നവമേരൊ�് സ�യ�ിപ5ന്ന�ട്ടിൽധൃതിയിൽ,ഓരൊ- അവരുപ� �രൊതികപളക്കുറിച്ച്

അറിവുള്ളവമേരൊ�്അമേന്വഷിച്ചറിയൊപത , �ുറൈറ പ*യ്യൊ- ദുഖത്തിനു �രിഹൊരം കൊണൊത്ത, �ന്നവൻ -

രൊജൊവ്,തൺ�തത്തൊൻ- തൻപറ ദണ്ഡനീതിയിൽഅധ�തിച്ച്, തൊപന പക�ും- സ്വയം നശിക്കൊനി�വരും.

ദണ്ഡനീതി

സർമേ@ൊ ദണ്ഡജിമേതൊ മേലൊമേകൊ ദുർ5മേഭൊ ഹിശു*ിർനര

ദണ്ഡ്യസ്യഹി ഭയൊത്സർ@ം ജഗദ്മേഭൊഗൊയകല്പമേത

ശിക്ഷവിധികൾ പകൊണ്ടു നിയപ്രEിച്ചൊൽ �ൊപ്രതപ� മേലൊകംസന്മൊർഗ്ഗത്തിൽസഞ്ചരിക്കുകയുള്ളു. കൊരണം ജന്മനൊസത്സ്വഭൊവികൾആയനരന്മൊർ

ഈമേലൊകത്ത് ദുർ5ഭ�പപ്രത. ഈമേലൊകം �ുഴുവൻശിക്ഷയിലുള്ള ഭയം പകൊണ്ടൊണ്അവരുപ� ധർമ്മൊദികളനുഷ്ഠിക്കൊൻതയ്യൊറൊകുന്നത്.

7-22 �നുസ്�ൃതി

�നുസ്�ൃതി 7-81

അദ്ധ്യക്ഷൊൻവിവിധൊൻകുര്യൊത്തപ്രത തപ്രതവി�ശ്ചിത

മേതസ്യസർ@ൊണ്യയമേവമേക്ഷതനൃണൊം കൊര്യൊണി കുർ@തൊം

- ി ിധ കു�ുകളിൽ *ുദ്ധിസൊമർത്ഥ്യമുള്ളഅദ്ധ്യക്ഷന്മൊപര

നിയമിക്കണം. അ ർവേ4ൊലി പ5യ്യുന്ന പര�രിവേ8ൊധിക്കണം.

അർത്ഥശൊസ്പ്രതം

• “in the happiness of his subjects lies his happiness, in their welfare his welfare, whatever pleases himself, he does not consider as good, but whatever pleases his subjects he considers as good”.

Constitution of India

• Fundamental Rights and Directive Principles of State Policy are critical for democracy

Thematic Areas

• 1. Service Quality• 2.Innovation Leadership• 3.E-Government• 4. Licence Raj reforms• 5.Citicen centered service

Targets• 1.Central Govt.• 2.State Govt.• 3.Public offices• 4.LSGD• 5.Board and Corporations• 6.Public Sector Undertakings

Methods-10 commandments

• 1. Centre of Excellence• 2.Best Practise Manual• 3.Trainiing• 4.Observational study mission• 5.Development of NPOs• 6.Seminar• 7.Workshop• 8.Research• 9.Study Meeting• 10.Adoption of P&Q Tools

Results

• 1.Citizen satisfaction• 2.Public trust• 3.Cost effectiveness• 4.Competitiveness• 5.Quality of Life

Internal Environment

• 1.Organizational structure• 2.Culture• 3.Personnel• 4.Resources

External Environments

• 1.Economic• 2.Social• 3.Cultural• 4.Political• 5.Demographic

Problems (and Solutions)

• 1. A collaborative approach to citizen centred service improvements in various govt. institutions, PSUs, Boards, Corporations in the State.

• 2. Present methodology of Handling citizens in the offices

• 3. How can achieve the Better citizen satisfaction from Government Offices

Trustless-Worthless

• 1. For the common man, bureaucracy denotes routine and repetitive procedures, paper work and delays.

• 2. Rigidities of the system over centralization of powers, highly hierarchical and top down method of functioning with a large number of intermediary levels delaying finalization of any decision .

Trust-Worthy ?

• 3. Divorce of authority from accountability and the tendency towards micromanagement,

• 4. Non-performance of the administrative structures, poor service quality and lack of responsiveness.

• 5. The subjective and negative abuse of authority .

Th e 2006 Transparency International Corruption Perceptions Index

• According to the annual survey by the Berlin-based organization Transparency International, Finland, Iceland, and New Zealand are perceived to be the world’s least corrupt countries, and Haiti is perceived to be the most corrupt .

• India features at No. 70 with a rating of 3.3. This is a very low ranking in the international scenario and shows that corruption is a serious problem in India.

ആമേഗൊള പ്ര�തിഭൊസം

• Corruption is a problem for all countries. A poor score is likely a sign of widespread bribery, lack of punishment for corruption and public institutions that don’t respond to citizens’ needs.

• 1 .Denmark 92 • 2. New Zealand 91• 3. Finland 89 • 4 .Sweden 87 • 5 .Norway 86• 5 .Switzerland 86 • 7 .Singapore 84 • 8 .Netherlands 83• 9 .Luxembrg 82 • 10 .Canada 81 • 11 .Australia 80 • 12 .Germany 79• 12 .Iceland 79 • 14 .U. K. 78 • 15 .Belgium 76• 15 .Japan 76

159. Syria 20 161 .Angola 19 161 .Guinea-Bissau 19 161 .Haiti 19 161 .Venezuela 19 161 .Yemen 19 166 .Eritrea 18 166 .Libya 18 166 .Uzbekistan 18 169 .Turkmenistan 17 170 .Iraq 16 171 .South Sudan 15 172 .Afghanistan 12 173 .Sudan 11 174 .Korea (North) 8 174 .Somalia 8

Transparency International Corruption Perceptions Index 2014 - 85.INDIA 38

Immunity under Article 311 of C of I

• It is felt that bureaucrats are a law into themselves. They hide behind mountains of paper, maintain uncalled - for secrecy in their dealings with public issues, take surreptitious decisions for considerations that are not always spelt out on paper, and are accountable to no one .(now shifted by RTI). They have life-time contracts of service which cannot be cut short on any ground, defended as they are by the safeguards under Article 311 of the Constitution.

Define Citizen centered Service Delivery

• ‘’’’Citizen Centered Service incorporated citizen’s concerns at every stage of the service, design and delivery process;i.e,citizen’s needs become the organizing principle around which the public interest is determined and service delivery is planned.’’’

What is a Citizen centered Govt.?

• Listening the Citizens,their Needs and their Priorities for Govt.action

Meetiing Citizens Needs through Integrated Govt.Policy and Integrated Service and Regulation Delivery-In order to improve Govt.Performance in the eyes of citizens

Fill the Gap

Citizen centered measures

• 1.RTI Act• 2.Citizen’s Charter• 3.Help Desk• 4.Online options• 5.Help of ICT

Understand............

• Understanding citizen’s and businessmen’s needs, expectations and priorities for improvement of Governance

Citizen’s Needs and Expectations

• 1. They compare the quality of service delivery from the Public and Private sector

• 2.Finding the Service (Awareness about the service)

• 3.Accessing the Service (Capability)• 4.Citizens Experience with Public or Private

Citizen satisfaction criteria

• 1. Timeliness• 2.Ease of access• 3.Knowledge and Competence• 4.Courtesy• 5.Fairness and outcome

change the mindset• COMMUNICATION SKILLS• Understanding the basics of Verbal and

Non verbal Communications• Definition-• Demonstration-• eXPLAIN

• Communication skills are important to everyone - they are how we give and receive information and convey our ideas and opinions with those around us.

ആ8യ ിനിമയം 5 തരം

• 1. Verbal- ൊപമൊഴി (sounds, language, and tone of voice)

• 2. Aural -പ്ര8 ണം(listening and hearing) • 3. Non-verbal ആംഗ്യം(facial expressions,

body language, and posture) • 4. Written- രപമൊഴി (journals, emails, blogs,

and text messages) • 5. Visual- ദൃ8്യം (signs, symbols, and pictures)

THE TONE OF VOICECREATES PROBLEM

gOOd cOmmunication skills

• 1. Eye Contact• 2.Smile• 3.Use person’s Name• 4.Hand Shake• 5.Listen• 6.Show interest and Enthusiasm

Barriers of communication1.Language Barriers2.Clarity and Accuracy3.Means used and Methods applied4.Misunderstanding5.Too many messages6.Lack of Interest7.Bios8.Body timing

9 Examples of Good Communication skills

• 1. ്യക്തമൊയഉച്ചൊരണം - Clear speaking Language to easy understand

• 2. – യുക്തമൊയ8രീരഭൊഷ Open and Non threatening• 3. നല്ലമുഖഭൊ ം - �ുഞ്ചിരി• 4. – നല്ല പ്ര8 ണം Listern with Attention• 5. – വേനർക്കൊഴ്5 Eye Contact• 6.ആംഗ്യം(അംഗ ിവേക്ഷ�ം) –good manner• 7.വേദഹഭൊ ം- sat straight• 8. – 8*്ദം No swearing• 9.സ്�ർ8നം- Shake Hand

A study

• Majority of citizens are not satisfi ed with the delivery of public services.

• Police, judiciary and municipalities, (which enjoy a greater discretion and power), not even 20 per cent of the households are satisfi ed with their services

• Essential services such as the PDS, hospitals, and electricity and water supplies, a mere 30-40 per cent of the households are happy with the services

Public Grievence cell

• Citizens are not even aware that such systems exist and departments make no effort to educate them.

• The behaviour of cutting-edge level employees is another area of concern. Most employees of the public services are not turned into the changing expectations of the citizens.

Permanent Govt.servants

• Public servants are alleged to invariably come late to office, spend a large part of the day in sipping tea, smoking and indulging in gossip, and leave offi ce early

• productivity is said to be abysmally low, estimates of their actual working hours ranging from one to two-and-a-half hours in a day.It is felt that bureaucrats are a law into themselves.

Listening &Hearing

HEARING

1.ACCIDENTAL

2.INVOLUNTARY

3.EFFORTLESS

4.PHYSIOLOGICAL

LISTENING

1.FOCUSED

2.VOLUNTARY

3.INTENTIONAL

4.PSYCHOLOGICAL

• Active listening implies listening with a purpose. We might listen to gain information from the speaker, not just to "fill in the awkward silence." When listening actively, we obtain directions, pay attention to details, solve problems, get to know people, share interests, feelings, emotions, etc.

• Active listening, in contrast, requires you to “get inside” the speaker’s head so that you can understand the communication from their point of view.

• As an active listener, you try to understand what the speaker wants to communicate rather than what you want to understand.

How To Improve Your Active Listening

• 1. Make Eye Contact• 2. Exhibit Affirmative Head Nods And Appropriate Facial

Expressions• 3. Avoid Distracting Actions Or Gestures• When listening, don’t look at your watch, shuffle papers, or engage

in similar distractions.• 4. Ask Questions.• 5. Paraphrase.(Do you mean . . . ?”)• 6. Avoid Interrupting The Speaker• 7. Do Not Over Talk• 8. Make Smooth Transitions Between The Roles Of Speaker And

Listener.

'Active or eFFeCTIVe listening

• Active listening is a skill that can be acquired and developed with practice, take time and patience to develop.

• 'Active listening' means, as its name suggests, actively listening. That is fully concentrating on what is being said rather than just passively ‘hearing’ the message of the speaker.

Yes,Mmm,Hmm,Ok..........• Active listening involves listening with all senses. As well as

giving full attention to the speaker, it is important that the ‘active listener’ is also ‘seen’ to be listening - otherwise the speaker may conclude that what they are talking about is uninteresting to the listener.

• Interest can be conveyed to the speaker by using both verbal and non-verbal messages such as maintaining eye contact, nodding your head and smiling, agreeing by saying ‘Yes’ or simply ‘Mmm hmm’ to encourage them to continue. By providing this 'feedback' the person speaking will usually feel more at ease and therefore communicate more easily, openly and honestly.

• Box 1: Place a dot on the letter “i.” • • Box 2: Print the letters of the word “xerox” in

the blank spaces. • • Box 3: I saw a papa bull (PB), a mama bull

(MB), and a baby bull (BB) in the barnyard. Circle the one that does not belong.

• • Four words are in a box. Circle the one that belongs.

i __ __ __ __ __

PAPA BULL MAMA BULLBABY BULL

DRUM CAKE PLATE BOX

Quick Answer

• If Mama bull, Papa bull and Baby bull are in a pasture and the Baby bull gets frightened by something, who would he run to first?

• Papa bull. Mama bulls don't exist.

Behaviour

• Human behavior is believed to be influenced by the endocrine system and the nervous system. It is most commonly believed that complexity in the behavior of an organism is correlated to the complexity of its nervous system. Generally, organisms with more complex nervous systems have a greater capacity to learn new responses and thus adjust their behavior.

bEhAvIoUr=

• മേ*ഷ്‌�ിതം• വ്യവഹൊരം• പ�രു�ൊറ്റം• പ�രു�ൊറ്റരീതി• പ്ര�വർത്തനരീതി• ശീലം• ന���ി പ്ര�വർത്തനരീതി

Work Behaviour

• Work behavior is the behavior one uses in employment and is normally more formal than other types of human behavior. This varies from profession to profession, as some are far more casual than others. For example, a computerprogrammer would usually have far more leeway in their work behavior than a lawyer.

Counterproductive work behavior

• Counterproductive work behavior is also a type of work behavior. Most of the people do not know what counterproductive work behavior is.[1] Even people do not recognize this behavior, it seems normal to them. Here are some examples in order to understand what counterproductive behavior is,

Egs--

• 1.When someone is ignoring people at work.• 2.When people work slowly and the work needs to be

done fast.• 3.When people refuse to help their colleagues.• 4.When people refuse to accept a task.• 5.When people show less interest in their work.• 6.When people show destructive behavior against their

colleagues.• 7.When people do not appreciate their colleague's

success.

Job analysIS

• Recognizing positive and productive behavior at a workplace can be quite simple by using Job analysis. This method is quite simple and gives others a better understanding and evaluation of a typical duty they are looking for.

Organizational Behavior (OB)

• Organisational behaviour is "the study ofhuman behavior in organizational settings, the interface between human behavior and the organization, and the organization itself."

OB can be divided into three levels

• .[2] The study of • individuals in organizations (micro-level),• work groups (meso-level),• how organizations behave (macro-level).

Psychopathy(Personality Disorder)• Psychopathy in the workplace is a serious issue as,

although psychopaths typically represent only a small percentage of the staff, they are most common at higher levels of corporate organizations and their actions often cause a ripple effect throughout an organization, setting the tone for an entire corporate culture. Examples of detrimental effects are increased bullying, conflict, stress, staff turnover and absenteeism; reduction in productivity and social responsibility.[1] Ethical standards of entire organisations can be badly damaged if a corporate psychopath is in charge

White collar psychopaths

• White collar psychopath fraud feasors who use other people as tools for conning, duping, manipulating and perpetrating fraud.

Unethical behavior

• Unethical behavior is an action that falls outside of what is considered morally right or proper for a person, a profession or an industry. Individuals can behave unethically, as can businesses, professionals and politicians.

examples• Unethical Behavior Among Politicians and the Government• Using the Internal Revenue Service (IRS) to target groups that you do not like by auditing those

groups or refusing to give them tax exempt status. • Obtaining private tax information about your political opponents from the Internal Revenue Service

and using that information in a campaign. • Knowingly telling lies about your own political position or about the political position of your

opponent just to get elected. • Accepting excess campaign contributions that violate campaign finance laws. • Using money that was donated to your campaign for personal, non-approved expenses. • Using your position of power to coerce lobbyists into buying expensive gifts for you and for your

wife. • Secretly spying on U.S. citizens in violation of the Fourth Amendment and lying about the spying

that is going on. • Using your position of power to close traffic lanes in order to intentionally create a traffic jam that

affects residents of a city because residents in that city are not likely to vote for you in an election.

Discussion

•Examples of Unethical Behavior among Government Servants

How to make your office welcoming for visitors

• The front office is the reception area. This is the area that every person who visits you will come to first before being seen by the relevant person. It is the public face of your organisation and the place where people will form their first impression.

• Receiving visitors – in most organisations, visitors will spend some time in the reception area before being seen by another person. It is very important that you receive people properly, make them feel comfortable and deal with them professionally.

• Giving out information – Not all visitors come for appointments with other staff. The reception staff often help people - give them information brochures or refer them somewhere else

• Dealing with telephones – All of us have experienced the frustration of rude and incompetent telephone receptionists. It is very important to deal with telephone calls properly

• Make sure every visitor feels welcome and is greeted at once on entering the reception area. Be friendly and welcoming.

• Find out who she has come to see or what the purpose of the visit is.• Find out if they made an appointment to see the person. You may

find that the issue the visitor has come about does not need the person they have mentioned. You can just give the assistance and advice there and then.

• If you cannot help and the culture of the organisation is that people are welcome to see visitors at any time, find out if the person they have come to see is available at that point in time. Make sure you do not just send visitors directly without notifying the person who you are sending them to.

Visitor is the Taxpayer

• If the person who is being visited is not available, find out if there is anything you can do to help:

• You can ask the visitor to wait if it’s worth waiting, offer them something to drink and read.

• Take the visitor’s details and make sure you write them on a piece of paper, visible enough for the reader to see.

• Assure the visitor that the message will get to the right person.

Most Important..........

• If you cannot give assistance, call a person who can. Never give false information or wrong advice. Always have next to you your organisational brochures, pamphlets and simple documents that will assist you in giving out the right information to the relevant people.

Staff Behaviour• Understand the work of the organisation and know the

answers to common questions.• Be thirsty for information, attend staff meetings and learn

from others- you should know everything that goes on in the organisation.

• Always speak to people in a friendly, clear and pleasant manner.

• Always be polite, and never lose your temper.• Make people feel special at all times.• Be professional and if people will have to wait, tell them how

long it will take before someone will see them.

Staff Behaviour

• Greet anyone who arrives immediately and ask how you can help them

• If you are busy when someone arrives, do not just ignore them, smile and give them a sign, tell them someone will be with them soon.

• Do not talk to other staff members while someone is waiting to be greeted.

• Never get into arguments in front of people in the reception area or gossip about other staff members.

Staff Behaviour infront of a visitor• Dress in the manner that is suitable for the people who

visit you office• Never disclose information that is private and confidential• Never act offensively - offensive behaviour includes

smoking in front of everyone, swearing, and making personal telephone calls, speaking very loudly, chewing, etc

• Always keep your work station/office tidy so that you have a professional and efficient image.

• Avoid using the telephone for personal calls

Environment• Put a sign outside your office so that it is easy to find• Put a sign for reception or waiting rooms• Put signs on all other office doors so that people can easily

find the right place• Make sure you have seats for people who have to wait• Decorate the reception area so that it is comfortable and

welcoming• Put magazines, books or pamphlets in the waiting area for

people to read.• Offer people tea or coffee if you can afford it or put a jug with

water and glasses in the area.

How to Handle Telephone Calls

10 top tips for answering telephone calls professionally

• 1. answer the call quickly.• 2. Answering the phone ‘with a smile on your

face• 3. Always mention your Office name in your

greeting. (ന�സ്കൊരം,RDO OFFICE PALA)• 4. Speak clearly and use professional

language

Avoid ‘’I dont know’’ etc...

• 5. When taking a message check the information you are noting. Re-confirm any spellings that you are unsure of back to the caller.

• 6. Learn the phonetic alphabet and use it when you are confirming spellings back.

• 7. Even if you have no idea what they are talking about remain positive and professional by using ‘let me find that out for you and come back to you’ rather than ‘I don’t know’ as it shows interest and a willingness to help

Out of office hours.....

• 8. If possible give the caller an idea when they can expect a call back

• 9. If you have to put people on hold make sure you go back to update them every few seconds or so and remember to keep offering to have them called back

• 10. Be aware your out of hours callers are just as important as those who call within office hours

How to Handle Telephone Calls

• Deal with telephone calls in the same way as you deal with visitors – be polite, helpful and friendly. Put people through as quickly as possible – if someone is not available, get back to them and take a message. There is nothing worse than holding on for a long time – it wastes people’s time and money

Hello !!!!

What to say when answering the phone

• The best way to answer the phone is – "Name of organisation, hello, how can I help you?"

• If you have to put someone through, say " Please hold, I am putting you through"

• If the line is engaged, say: "She/he is on a call, would you like to hold or can I take a message?

Rules for answering the telephone

• Always be polite and welcoming.• Keep your conversation as brief as possible

without sounding rude or in a hurry• Make sure that you know your telephone

system are able to use all the facilities.• Do not allow the phone to ring more than

three times, this may give an impression that you are not there

Tips for answering telephones 1

• Get organised. Have everything like your pens, desk pads, message books, etc, handy. Know they dynamics of your job - if queries are always the same, make sure you have the information at hand.

• Decide as an organisation whether you should ask "who may I say is calling?" This must be discussed in the organisation – is it acceptable to ask the callers who they are or should you just put the calls through. In some office this may be a problem.

Tips for answering telephones 2• If you are expected to screen the calls this should not be a

problem at all.• Ask the caller how you can help or what their problem is.

Listen attentively and let the caller know this. Avoid interruptions while you are listening to someone on the phone.

• When transferring calls never make the caller wait too long. If the recipient of the call is busy, go back to the caller and ask if you can take a message. Assure him/her that you will give the message to the person.

• .

Tips for answering telephones 3

• When taking a message always read it back to the caller to make sure that you have taken the right message – especially phone numbers. Thank the caller for calling. Never slam the receiver in the ears of the caller.

• Develop a proper system for passing on messages. If a message was not passed on and the call seemed urgent phone the caller back, explain and ask if you can help in any way.

Conclusion

• ‘’’A Good listener tries to understand thoroughly what the other person is saying. In the end he may disagree sharply,but before he disagrees,he wants to know exactly what it is he is disagreeing with.’’’

• -Kenneth A WELLS