Role of small initiatives in public service delivery : a new concept of citizens’satisfaction in Bangladesh

An enormous number of citizens are neglected in public service delivery in Bangladesh. Under this circumstance, some citizen-friendly field-level officers adopted small-scale work improvement in their office to satisfy citizens through their own initiatives. Citizens’ satisfaction with the public service delivery is the key point of those initiatives. These are commonly known as small initiatives. Bangladeshi service providers are adopting TQM in their country’s practice. Service receivers become happy and think that these initiatives may help to improve the public service delivery. Easy information flow, system reform in accordance with the citizens’ needs and improvement of the working environment are among the signs of recognizing the citizens’ problems in relation to the service delivery system. Small initiatives have multidimensional advantages for the citizens and provide a new concept for satisfying citizens’ needs.

Small Initiatives

Kaizen

TQM

Citizens’ satisfaction