Prologue

“One day, I receive a call from an unfamiliar number. “Hello, is this Dasho Dzongda?”

I responded, “Yes, I am Dorji Dhradhul, Dzongda. May I ask who’s calling?” 

“Kuzuzangpola. I am Ms. Dagom, the person who supplied blankets and mattresses to the Bjishong school.” “Oh. Yes, I recall. I trust you have received your payment. I remember signing the cheque a few weeks ago.”

To my astonishment, she responds,“Actually. No Dasho. That’s why I am reaching out to you. I was hoping you could assist me in receiving my payment.” 

I was taken aback and perplexed. I distinctly remember signing the check after being reminded by the same person. I concluded the conversation by promising her that the payment would be made by the latest, the next day. Subsequently, I contacted the accountant responsible for this. Unsure of what response I might receive, I questioned, 

“Kuchum. Was the payment for the blankets and mattresses supplied to Bjishong school not processed? 

I recall signing the check quite some time ago.” To my surprise, Kuchum responded, 

“No La. The cheque is still with me la. The supplier hasn’t come to collect it yet.” 

Stunned, I thought to myself, “This is ludicrous. Unbelievable.” 

On the verge of losing my patience, I firmly communicated to her, “How could you retain the cheque for such a lengthy period? She should have been notified as soon as the cheque was ready. You must remember, we are here to provide services. This implies we shouldn’t wait for our clients to claim these services.  We need to be proactive. It’s absolutely acceptable to offer services even if they haven’t been requested. I want you to immediately contact the supplier and arrange the delivery of the cheque. This directive should also be shared with all other account personnel for strict adherence.”  I acknowledge that it’s also the client’s responsibility to follow up. Thus, the client too shares part of the blame for not pursuing the matter…” – This is an excerpt from a chapter titled “Delayed Service, Service Denied” in my book, “Hercules of Tongchudrak…Learnings to unlearn and relearn to build a great Nation.”  

Introduction

Many years ago, as part of a team from the Ministry of Timeliness, we arrived at a meeting venue half an hour early as instructed. However, our meeting started almost four hours late. We waited inefficiently without any updates on when our agenda would begin. In another instance, an organization lost my letter with original receipts and asked me to resubmit them weeks later. Similarly, after waiting weeks for a response to my application, I was told to submit additional documents, which I could have provided much earlier if informed. I experienced numerous times, when I had to send reminders for response to my submission or for appointments. 

Such situations of not respecting set schedules, losing documents, and overvaluing the service providers’ time over that of the clients can lead to frustration, unnecessary costs and opportunities lost to the service seekers. While I have no study to back up, I hear that these are some reasons pushing out our aspiring younger lots to other countries. In this article, I try to suggest that we could overcome these issues by becoming more sensitive to the idea that “Time” is precious to everyone. Respecting time as a valuable resource for everyone can make a significant difference in public service delivery. 

Timeliness in public service delivery means providing services within a reasonable time frame, without unnecessary delays. It involves responding promptly to the needs and requests of service seekers, processing applications and documents quickly, giving decisions or informing how long it will take for the decisions and delivering services and benefits in a timely manner. Despite its importance, timeliness is often overlooked or taken for granted in our public service delivery. Many times, service providers take their own time in responding the call of service seekers, assuming that the latter have the luxury of time. Unfortunately, the reality could be otherwise, meaning time could be many times more precious to the service seekers. This will be more serious, if the service seeker is an ordinary person from another dzongkhag. 

What about timeliness?

Building trust and credibility

Timeliness is crucial for building trust and credibility between the service seekers and the service providers. When public services are delivered on time, it demonstrates that the governance is efficient, responsive, and reliable. Service seekers are more likely to trust and have confidence in a service provider that respects their time and promptly addresses their needs. We have heard of stories how individuals, organizations and even countries are being compared on the promptness of their services. Conversely, delays and inefficiencies can erode public trust and confidence, leading to dissatisfaction and frustration. 

Enhancing Public Satisfaction

Timely delivery of public services directly contributes to public satisfaction. Public expect prompt responses and swift resolution of their issues when they approach public service providers. When these expectations are met, it leads to higher levels of satisfaction and positive perceptions of public services. On the other hand, delays can lead to dissatisfaction, complaints, and negative perceptions, which can harm the reputation of public institutions.

Reducing stress and inconvenience

Delays in public service delivery can cause significant stress and inconvenience for citizens. For example, delays in processing applications for social services, loans, licenses, various approvals, recommendations can lead to increased social, emotional, health and financial burdens. By delivering services on time, public service providers can alleviate stress and reduce the inconvenience faced by citizens and significantly contribute in alleviating the GNH.

Improving efficiency and productivity

Timeliness is also linked to the overall efficiency and productivity of public service delivery. When services are delivered on time, it indicates that processes are well-organized, resources are effectively utilized, and staff are performing their duties efficiently. Timely delivery helps to streamline operations, reduce backlogs, and avoid the accumulation of pending work. This, in turn, enhances the overall productivity of public service institutions.

Promoting economic development

Timely public service delivery plays a crucial role in promoting economic development. For instance, timely issuance of business licenses, permits, and approvals can facilitate business operations, attract investments, and stimulate economic growth. Delays in these processes can hinder business activities, discourage investments, and negatively impact the overall economic environment.  

The role of attitude and mindset

We have made significant advancements in infrastructure, systems, institutions, and technology, comparable to anywhere else in the world. Our policies and strategies are up to date, geared towards improving public service delivery, including the timeliness of services. Key initiatives include:

Simplified procedures and reduced administrative complexities, making public services more accessible.

Operational online platforms for permits, licenses, and loans, reducing wait times and improving service efficiency.

Continuous investment in training public service employees to ensure they are well-equipped to deliver services effectively.

Establishment of clear turnaround times (TAT), performance targets, and accountability measures to ensure high standards of efficiency.

Systems for better coordination and collaboration among agencies  

One-stop service center offering a range of services under one roof, reducing time and effort for citizens.

Mechanisms for engaging citizens and gathering feedback to improve public services.

Despite these advancements, service seekers more often than not remain dissatisfied, suggesting room for improvement. What is the missing link? Could it be one’s attitude and mindset?

Epilogue

Time is precious to everyone. Embracing a culture of punctuality, responsiveness, mindfulness, while discarding habits of complacency, indifference, and procrastination will significantly elevate public service delivery.   

A service seeker dearly expects a timely response from a service provider, even if the answer is “NO.” Given the choice, it is far better to receive a “No” immediately than to wait nine weeks in suspense for a “Yes.” 

This immediate response demonstrates respect for the service seeker’s time and helps them to move forward without unnecessary delays.

Contributed by Dorji Dhradhul, 

Author and Creativist