World Bank2014-07-212014-07-212014-06-02https://hdl.handle.net/10986/18941The Government of Assam (GoA) is engaged in a process of improving services to citizens. The focus on better services to citizens is in line with the National e-Government Plan (NeGP), with a number of existing and anticipated Union Acts, and with recently passed acts in Assam, especially the Assam Right to Public Services Act of 2012. The GoA is fully aware that progress on service delivery will require attention to both vertical and horizontal connectivity, and it intends to develop a Strategic Action Plan which focuses on these critical elements. The policy dialogue with the Government of Assam and review of relevant documents reveal general agreement on main public administration constraints (PAC's) to service delivery. The current report proposes a gradual reform approach, with a focus on searching for improvements that can be accomplished with a reasonable effort. The present report is structured as follows. Chapter two, 'Public Administration Constraints (PAC's)', provides a detailed diagnostic of constraints identified in Assam, groups those under five headings, and proposes actions to address each of the constraints. Chapter three, 'the way forward' proposes a process leading to the preparation and adoption by the Government of Assam of a strategic action plan to address to address selected PAC's.en-USCC BY 3.0 IGOACCOUNTABILITYACTION PLANACTION PLANSADMINISTRATIVE PRACTICESADMINISTRATIVE SYSTEMSBEST PRACTICESBETTER SERVICE DELIVERYBETTER SERVICES TO CITIZENSBUSINESS PROCESSCAPACITY BUILDINGCITIZEN SERVICECIVIL SERVANTCIVIL SERVANTSCOMPLAINTSCONNECTIVITYCOPYRIGHTDATA CENTERSDECISION MAKINGDELIVERY MODELSDELIVERY OF GOODSDELIVERY OF SERVICESDELIVERY SYSTEMDELIVERY TO CITIZENSDIGITIZATIONE-GOVE-GOVERNANCEE-GOVERNANCE PROJECTSE-GOVERNMENTE-GOVERNMENT PLANE-MAILE-SERVICEE-SERVICESECONOMIES OF SCALEEGOVERNANCEELECTIONSELECTRONIC DELIVERYELECTRONIC SERVICEELECTRONIC SERVICE DELIVERYFEDERAL GOVERNMENTFINANCIAL RESOURCESFRONT-ENDFUNCTIONALITYG2CG2GGOVERNMENT EMPLOYEESHARD COPYHUMAN RESOURCESHUMAN RESOURCES MANAGEMENTICTINITIATIVEINNOVATIONINSTITUTIONINSUFFICIENT INFORMATIONINTEGRITYINTERFACEINTERNAL OPERATIONSINTEROPERABILITYKNOWINGLAWSLEADERSHIPLEGAL BASISLEGAL FRAMEWORKLEGISLATIVE FRAMEWORKLICENSESMANAGEMENT SYSTEMMATERIALMEDIAMENUMINISTERMONITORING MECHANISMONLINE SURVEYPAPERLESS OFFICEPDFPOLICY DEVELOPMENTPOLICY MAKINGPOLITICAL SYSTEMPOLITICIANSPRIVATE SECTORPROCUREMENTPROTOCOLPUBLIC ADMINISTRATIONPUBLIC CONSULTATIONPUBLIC INFORMATIONPUBLIC OFFICIALSPUBLIC SERVANTSPUBLIC SERVICE DELIVERYPUBLIC SERVICESPUBLISHINGQUERIESRADIOREPRESENTATIVE SAMPLERESULTRESULTSSERVICE DELIVERYSERVICES TO CITIZENSSTANDARDIZATIONTARGETSTELEPHONETELEVISIONTIME FRAMETRANSPARENCYUSERUSESWIDE AREA NETWORKS10.1596/18941