Mains Practice Questions

Introduction

Compassion in public service delivery entails not just tolerance but active steps to uplift marginalized communities. Active empowerment requires addressing systemic inequities, ensuring equitable access to resources, and creating an enabling environment for self-reliance and dignity.

Body

Moving Beyond Tolerance to Empowerment in Public Service Delivery:

• Tolerance involves acceptance without active intervention.
  • Example: Providing subsidies without addressing underlying causes of poverty.
• Empowerment actively seeks to build capacity and eliminate barriers.
  • Example: Direct Benefit Transfer (DBT) programs like PM Garib Kalyan Yojana ensure targeted delivery and transparency.

Key Aspects of Active Empowerment in Public Service

• Capacity Building: Empowerment involves equipping individuals and communities with skills and knowledge.
  • Example: Deen Dayal Upadhyaya Grameen Kaushalya Yojana (DDU-GKY) trains rural youth for sustainable employment.
• Participatory Governance: Active involvement of marginalized communities in decision-making enhances empowerment.
  • Example: Gram Sabhas under the Panchayati Raj system enable tribal communities to voice concerns.
• Removing Structural Barriers: Empowerment requires dismantling systemic inequities like caste and gender biases.
  • Example: Beti Bachao Beti Padhao initiative promotes girl child education and combats discrimination.
    • Ayushman Bharat ensures financial protection and access to quality healthcare for the economically vulnerable.
• Digital Inclusion: The PMGDISHA (Pradhan Mantri Gramin Digital Saksharta Abhiyan) enables digital literacy, empowering rural citizens to access online services.
• Accountability and Respectful Service: Empowerment in public service involves ensuring timely and dignified treatment of citizens.
  • Example: The Noida Authority CEO directed staff to stand for 20 minutes while attending visitors after an elderly man faced an hour-long wait and was shuffled between departments, highlighting the need for empathy and discipline in public service.

Challenges in Public Service Delivery

• Infrastructure Gaps: Insufficient outreach to the remotest areas like connectivity issues in hilly states like Manipur, Meghalaya and Tripura hinder service delivery.
• Resource Constraints: Lack of funding and trained personnel. ( In December 2023, the government reported a shortage of more than 7 lakh teachers at the elementary level).
• Corruption and Leakages: Mismanagement of funds and resources leads to inefficiencies. (The 2023 CAG report highlighted irregularities in the MGNREGA scheme.)
• Administrative Inefficiencies: Cumbersome administrative procedures delay or obstruct service delivery. (Farmers facing delays in subsidy disbursal under PM-KISAN due to incomplete documentation processes.)

Framework for Active Empowerment:

• Empowering Local Bodies: Increased financial autonomy for Panchayati Raj institutions and urban local bodies to address localized needs.
• Integrated Approaches: Expedite the implementation of Jan Dhan, Aadhaar, and Mobile (JAM) trinity for financial inclusion.
• Innovative Delivery Models: E-governance platforms like UMANG app to ensure accessibility and accountability.
• Participatory Planning: Engagement through Gram Sabhas and citizen surveys for planning and implementation. (Pune Model)
• Last-Mile Connectivity: Using drones for vaccine delivery in remote areas under schemes like Universal Immunization Program.

Conclusion

True compassion in public service delivery transcends tolerance, focusing on empowerment to ensure dignity, equity, and self-reliance. A forward-looking approach that combines systemic reforms, participatory governance, and innovative delivery mechanisms can bridge the gap between intent and impact.