Public service delivery in Bhutan extends beyond infrastructure projects to include essential administrative services such as permits, renewals, and registrations, collectively known as Commonly Availed Services (CAS). These services serve as key points of interaction between citizens and the government, making their efficiency crucial for building public trust.
Traditionally, service delivery has been unidirectional, with public agencies acting as sole providers and citizens as passive recipients. To transform this into a more participatory and responsive system, the Royal Civil Service Commission (RCSC) introduced the Public Service Delivery (PSD) initiative. As part of this effort, in 2021, the RCSC co-designed the Service Evaluation Tool (SET) to incorporate citizen feedback into service assessment and improvement processes.
The SET is a web-based platform designed to engage service users by collecting near real-time feedback on public services through various channels, including open surveys, targeted SMS or phone interviews, and open-ended feedback submissions. It evaluates services based on ten key indicators grouped under five parameters: accessibility, timeliness, attitude, integrity, and feedback. Using a five-point Likert scale, the collected data generates a composite score to gauge overall service satisfaction. This enables public agencies to access real-time analytics and dashboards for informed decision-making, fostering a more transparent, accountable, and citizen-centric public service delivery system.
Link to access SET and give your feedback:
https://set.rcsc.gov.bt