ANALYTICS IN PUBLIC SERVICE DELIVERY
In Public Service Delivery, the data is so huge that unless it is analysed objectively, it does not help in
bringing sustainable improvements. The analytics involves measuring process parameters at the lowest level and then generating analytical reports at each level of government hierarchy, responsible for Public Service Delivery. These measurement parameters when classified location-wise and statistically analyzed in the form of analytical reports in a realtime basis, help in fixing accountability while ensuring 100% transparency at all levels.
Sakala Case Study
Sakala is Government of Karnataka’s Citizen Services Act 2011 which mandates time bound delivery of more than 600 services across 50 departments. As Mission Director of SAKALA, I firmly believed in data driven approach and introduced analytics in Sakala software (www.sakala.kar.nic.in) with help of National Informatics Centre (NIC). Sakala analytics run across thirty districts, over 60 million service applications and 40000 government offices. Big Data Analytics helped us in reduction of rejection rates, effectively reducing service delivery time, reduction in defaults and overall improvement in quality of service delivery.
Measurement Parameters at Service Application Level
With each of the service application – service delivery time, deviation from stipulated time in absolute and percentage terms, for each service type should be measured. This allows us to know about the most delayed applications/ oldest pending applications etc at any level. Averaging of these parameters allows us to generate trends so that the focus of the supervisory authority is on the highest deviation on priority.
Analytics at Service Delivery Offices
Analytical reports can be generated at taluka, district or state level to arrive at the best and worst performing offices. These can be used as objective parameters for recognizing merit or giving performance awards at district or state level. This leads to fixing both Individual as well as Collective responsibility.
Analytics at District and State Government Level
Analytical reports at state and district level help in calculating the average service delivery time across the state and district. This helps in increasing or reducing the stipulated service delivery time. Also it allows business process re-engineering of the
services and even ISO 9001 certification.