Service to the Public

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Service to the Public

• Chapter 5
• Kernaghan Langford
• Presentation Wendy Law

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2 Main Questions

• 1. Should there be a defined duty of service to
  the public for public servants?
• 2. If there should be a defined duty of service,
  how should such duty be defined?

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Duty of Service

• Authors noted that there is no doubt that public
  servants recognize the legitimacy of a duty of
  service to the public.
• IPAC public employees should provide service to
  the public in a manner which is courteous,
  equitable, efficient and effective. Public
  servants shall be sensitive and responsive to
  the changing needs, wishes and rights of the
  public, and to promote excellence in the public
  service. Public servants shall also treat
  members of the public and one another fairly and
  to ensure that their work environment is free
  from discrimination and harassment.
• Federal government, Ontario public service, the
  OECD all have some goals listed to provide
  quality service to the public.

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Why a duty of service?

• Private sector model customer service?
• Enormous discretionary power to manage public
  resources
• Special relationship or professional-client
  model?

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Duty of Service Effective Efficient Service

• Efficient reliable, competent and quick
• Effective relevant and solve the problem
• Responsive to the changing needs of the public

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Problems with Definition

• Not really that easy to define efficient and
  effective public service!
• Problem 1 Does and should it mean anything to
  anyone other than auditors and financial
  controllers?
• Problem 2 How do you define efficient and
  effective?
• Problem 3 How do you work with elected
  officials when they may have different views of
  efficient and effective services?
• Problem 4 Can a bureaucracy ever be effective
  and efficient?

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Duty of Service Fairness

• 2 Underlying concepts
• Impartial treatment of members of the public
• Right of individuals to consent to actions that
  affect their interests

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How much Fairness is Enough?

• Procedural Fairness vs. Efficiency a necessary
  choice?
• Proactively seeking public involvement being
  fair?

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Duty of Service to the Public

• Effective efficient public service
• Duty of Fairness