By Sugeewara Senadhira/Daily News

Colombo, January 17 : In recent years, Sri Lanka has recognised the pressing need to enhance the efficiency of its public service sector to better serve its citizens and improve overall governance. Earlier this month, the Cabinet of Ministers granted approval to a proposal targeted at achieving goals of efficiency boost in the public sector.

The public service is a major employer in Sri Lanka, engaging some 1.4 m people. The productivity, affordability and reliability and of its services are critical to the health, well-being and socio-economic progress of the country. However, the delivery of those services is impaired by inadequate systems, low skills and limited competencies, and is often interrupted by strike action. Although various researches have made shocking revelation that the public service efficiency rate is as low as 25% there is no improvement in the service due to lack of commitment and efficiency.

Despite that, employees and their representatives persistently raise concerns over a lack of opportunities to influence the shaping of pay and conditions of service, and over anomalies and inequities in the employment regime. A contemporary approach to people management within the public service is also wanting, with employees being administered rather than led and developed.

Formal Employment

The public sector accounts for 15% of total employment and 35% of formal employment, while it consumes 26% of public expenditure and 5% of GDP. Notably, public sector employment has increased by about 60% since 2005. The public sector performance is considered very poor as per the Worldwide Governance Index (WGI), with the Government effectiveness being negative 0.65.

To increase the efficiency of public services in Sri Lanka by 25%, a multifaceted approach is necessary, focusing on reforming processes, enhancing skills, and leveraging technology. There are several strategies that can be implemented to improve the public sector.

The Government has already initiated steps for digital transformation and technology integration. During the visit of President Anura Kumara Dissanayake to New Delhi last month, India agreed to provide technical knowhow and a creditline for implementation of the digitalisation proposal.

Embracing digital solutions can streamline processes, reduce bureaucratic hurdles, and enhance transparency. Implementing robust IT systems for administrative tasks, citizen services, and internal communication can significantly cut down on time-consuming manual processes.Initiatives such as the Integrated Capacity Building Approach aim to enhance digital literacy among public sector employees. By fostering a culture of innovation and agility through digital tools, public services can become more accessible and efficient.

Services Online

Implementing e-government platforms can streamline service delivery, making it easier for citizens to access services online. This not only improves efficiency but also enhances transparency and accountability in Government operations.

Another need is capacity building and training. Investing in continuous training programs for public servants can update their skills and knowledge base. This includes training in modern management practices, customer service, and technological advancements relevant to their roles.

Although India and China provided many opportunities for senior public servants to attend capacity building programmes, most of the officials used them for shopping tours and sightseeing visits. There should be strict supervision on the training visits and the follow up steps and imparting training. Introducing rigorous performance evaluation frameworks can incentivize productivity and accountability. Implementing robust performance management systems that include clear performance agreements for public officials can enhance accountability and motivation. This system should focus on measurable outcomes and provide incentives for high performance.Clear goals, regular assessments, and performance-linked incentives can motivate employees to perform at their best.

Establishing comprehensive training programs through institutions like the Sri Lanka Institute of Development Administration (SLIDA) can enhance the competencies of public servants. These programmes should focus on leadership, productivity improvement, and digital skills necessary for modern governance.

Simplifying bureaucratic procedures and reducing unnecessary paperwork can save time and resources. Implementing standardised procedures and reducing red tape can improve service delivery timelines. Facilitating better communication channels within and between departments can foster collaboration and coordination. This can prevent silos and ensure a more holistic approach to public service delivery.

Citizen-first Approach

Adopting a citizen-first approach by improving accessibility and responsiveness to citizen needs can enhance overall satisfaction. This can be achieved through digital platforms for feedback, streamlined complaint management systems, and responsive public service delivery. Ensuring efficient financial management practices and transparency in budget allocations can prevent wastage and misuse of resources. Clear financial accountability and auditing mechanisms are essential for maintaining public trust.

Encouraging innovation and sharing best practices across departments can drive continuous improvement. Establishing innovation labs or platforms for idea exchange can cultivate a culture of innovation within the public service sector.

Effective implementation of these strategies requires strong political will and leadership commitment. Continuous monitoring and adaptation of policies based on feedback and outcomes are crucial for sustained improvements.

Streamlining the number of employees to match service delivery needs can help reduce redundancy. This involves assessing current staffing levels and reallocating resources to areas with higher demand while addressing overstaffed sectors.

Utilising lean management principles can help identify and eliminate waste in public service processes. This includes reengineering workflows to minimise unnecessary steps and delays, thereby improving service delivery efficiency.

Morale and Productivity

Engaging employees in decision-making processes through consultations can improve morale and productivity. Creating avenues for feedback allows for better alignment of workforce capabilities with service delivery objectives.

Collaborating with private sector entities can bring in expertise and innovation that may be lacking within the public sector. Public-Private Partnerships (PPPs)can be particularly effective in areas such as infrastructure development and service delivery enhancements.

Building a culture where accountability is emphasised will encourage public servants to take ownership of their roles. This involves setting clear expectations and consequences for performance outcomes. Infusing professionalism into the public sector through training, ethical standards, and performance-based incentives will help align employee objectives with organisational goals, ultimately leading to improved efficiency.

Research Fellow at Institute of Policy Studies, Dr. Lakmini Fernando outlined in a research paper, the importance of improving public sector efficiency. She noted how Government expenditure has a declining trend (47% decline from 1990 to 2023) while spending on wages remains stable (5%). While high Government expenditure crowds out investments, it lowers prospects for growth. It has been recommended introduction of a new public management approach, which provides an immediate pay rise while ensuring the right size of the public sector. Importantly, an effective public sector is essential for improving education planning and enabling strategic interventions in the labour market.

Improving administrative operations, downsizing the sector, and addressing barriers that lead to policy failures are essential. There was also a debate during the Q&A session on downsizing the sector and whether or not the public sector deserves a pay rise. “The minimum monthly wages of all types of public employee levels are below the expenditure benchmark of LKR 68,056,” Dr. Fernando pointed out, suggesting that to ensure successful policy implementation, the Government needs to create an environment that supports adopting changes.

By implementing these strategies collectively, Sri Lanka’s public service sector can significantly enhance its efficiency from the current pathetic level of 25% and ensure sustainable practices that cater to the evolving needs of its citizens.

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