dilatory methods and tactics in their dealings with the public

(7) Role of Public services – Estimate Committee’s recommendation in their 93rd Report on the Public Service.

The Estimates Committee have made the following recommendations in para 20 of their Ninety-third Report (1965-66) regarding the role of Public Services :-

"At the same time, the Committee are constrained to mention the general feeling among the people of lack of spirit of service expected of the members of the public services and also of the dilatory methods and tactics in their dealings with the public. The Committee feel that these lapses on the part of the public services very often compel the public to seek the intervention of legislators or public men of importance for the disposal of even matters of routine nature. The Committee would like Government to bring home to the services that their first obligation is to render service to, and not merely to exercise authority over, the public. An improvement in the attitude and conduct of services towards the common man is necessary for the people’s active cooperation in the stupendous task of building the nation through developmental planning and its implementation; and this improvement in their attitude and conduct should be visible to the common man. The Committee hope that the services would realize the particular obligations of the welfare state undertaking planned development through democratic methods for which voluntary cooperation of the people is essential and which can be enlisted only through courteous behaviour of the public service of all levels.

The Committee, therefore, cannot too strongly stress the need for prompt and courteous service to the public which, in turn, through courteous and helpful attitude, can be educated to act towards the services in a responsible, restrained and courteous manner. The Committee hope that Government would be ever watchful in ensuring that Government machinery as a whole and particularly such segments of it as come in direct contact with the public, are helpful in attitude and quick in disposal of cases and that deterrent and prompt action is taken against discourteous behaviour and dilatory tactics."

2. Government have decided that the above recommendations of the Committee should be brought to the notice of all the Ministries/Departments etc., for information and guidance. If any complaint is received against any Government servant that he has acted in a discourteous manner or adopted dilatory tactics in his dealings with the public and if it is established that he has so acted, deterrent and prompt action should be taken against him.

3. Ministry of Finance etc. may also kindly bring the contents of this Office Memorandum to the notice of all the training institutions for Government employees under their control and direct them to lay special emphasis in their training programmes on the very salutary recommendations made by the Estimates Committee. The recommendations of the Estimates Committee may also be brought to the individual notice of all Government employees.

[MHA OM No. 14/9/66-Ests.(A)-I, dated 03.08.1966]