Alternative Mechanisms of Service Delivery (AMSD)
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Description – Element 4 - Customer
Brokers: a government office locates a selection of SDs e.g. capacity development or jobtraining consultants, from whom the customer chooses, paying with own or state funds
C. Customer Quality Assurance: creates standards for customer service, guarantees, and redress for failures so that there are consequences for poor service; e.g.: •
(Minimum) Service Standards: say on quality, quantity, cost and timeliness of piped water delivery. e.g the efforts being developed under PP65/2005
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Quality guarantees: money back or restitution of damages – say PLN and household appliances.
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Customer Councils / Boards: ideally with some power. e.g. School Management Boards
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Customer Service Agreements: Set out the level of service and consequences for not achieving them – may be “specific per customer” – say for large consumers of raw water or” general” (for general, see the next tool)
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Customer Charter. ( or “Piagam Masyarakat”) such as is being developed in Kota Yogyakarta for population administration services with the assistance of the Ford Foundation and UGM
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Complaint systems: makes SDs track and analyze complaints and learn from the analysis, and penalizes them for not doing so. e.g. system from Menpan or that form LGSP/USAID.
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Customer Satisfaction Index: As is being (re)-developed by Menpan
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Certification / accreditation: under recognized “organization / management excellence systems; e.g SNI /ISO 19:9000; TQM,
Connection to other Elements Empowering stakeholders creates a “driver” or “pressure” for improving service delivery. Good information of customer needs: 1. Helps both policy making and delivery organizations decide what should be the services standards 2. Encourages willingness to pay and sustainable funding 3. Helps the design of rewards and punishment, if they are linked to customer and other stakeholder satisfaction 4. Enables AMSD organizations to be controlled by setting “ends” targets while allowing them to use innovative means to achieve the ends 5. Brings out “the spirit of service” in employees 6. Enables concepts of internal and external customers to be operationalized; and 7. Brings to public sector the orientation of the private sector and community Advantages 1. Helps align politician objectives (a satisfied electorate) with community objectives (good service)
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