Abstract

Good governance is an ideal concept which is very much important for achieving socio-economic development of a country. Effective public service delivery is an important instrument for boasting up the good governance. Unfortunately, the public sector in Bangladesh does not often function according to citizen’s expectations. Citizens are very much dissatisfied with the public service delivery system. World Bank, International Monetary Fund (IMF) and donor nations are urging Bangladesh to ensure public services to citizen. Surprisingly, except only a few initiatives such as, introducing charter of duties, enactment of Right to Information Act 2009, the matter of improving public service delivery remained untouched in the field administration of Bangladesh. Therefore, it becomes eminent and most essential to ensure timely and corruption free public service delivery for citizens. Through this research a Strategic and Tactical Systems Level Framework and Model of Effective Public Service Delivery has been developed with the comparison of applying benchmark framework to Bangladesh experience as in the case of Deputy Commissioner Office. Research evidences provided in literature review, international experiences and case study analysis have been used as the basis for developing the benchmark framework. The model can be effective in ensuring public service delivery and updating the status of customer satisfaction which will ultimately reflect the good governance policy to be implemented, maintained and sustained.

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