Issues in public service delivery : a case study of Addalaichenai divisional secretariat in the Eastern Sri Lanka

Abstract

This study examines the major issues in public service delivery in the Addalaichenai divisional secretariat area of Eastern Sri Lanka. The government has the obligation to deliver the services to its citizens. Normally, the action of government which provides the services to the citizens is called as public service delivery. The objective of this study is to identify the empirical major issues in public service delivery in Addalaichenai divisional secretariat. This research is built on qualitative research methodology and it is explored by using both primary and secondary materials. In the primary source, the qualitative interviews and focus group discussion are used where necessary. In the secondary source such as books, magazines, internet articles are used. This paper finds out that two types of issues are in service delivery in Addalaichenai divisional secretariat faced by people and administrators such as unawareness of people, discrimination, delay, lack of modern facilities, political influence. These issues are the challenges to the day to day life of the people and they have to be solved to achieve the enhancement of the citizens.