The Foundational Values for

Public Services

Shared by
Pratap Kumar Pathak
Welcome
Understanding Public Service
 Public Service
Essential services of public value
provided by the government or its
agencies or by the outsourced
means in response to serving the
citizens or discharging public
responsibility.
 Basic Characteristics of a Public
Service

• Essential for human life

• Public good
• Non-rivalry
• Non-excludability
• Natural monopoly
• Non-market and non-profit
 Principles of Public Service

Neutrality and Citizen

Fairness Scrutiny

Public Interest Participation

Public Public Efficiency and

Accountability Satisfaction
Service
 Dimensions of Public Service
Protection
Regulation
Development

Public
Human
Servicing/Caring Service Empowerment

Outsourcing Collaboration
Fundamental Values of Public
Service
 Values
• Principles or standards that guide judgment
and behaviour about ‘goodness’,
‘appropriateness’ or ‘effectiveness’ in the
discourses of public service delivery and
management of state affairs.
• Essential component of organizational culture
that are instrumental in determining, guiding
and informing behaviour.
 Value: Conceptual Paradigms

Deontology Axiology Utility

• Best to do or • Significance • Usefulness
to live of actions • Meaningful Hedonism:
• Human duty and
behaviour Pleasure and
for doing happiness of
good
citizens
 Types of Values
Values Inferences

Ethical Respect Integrity Impartiality

Values and Accountability Fairness
Rights

Unethical Greed Dishonesty Nepotism and

Favouritism

Non-ethical Personal Personal Personal

freedom Happiness Health
 Types of Values
Values

Democratic Participation Citizen service Supporting Accountability

Politics and transparency

Professional Neutrality and Excellence in Impartiality Objectivity and

Professional delivery Efficiency
Competence

Ethical Utility Consequence Hedonism Virtue

People Courtesy and Justice, equity Rights and Empowerment

respect and inclusion interests
 Impartiality and
Neutral
Transparency Competence
and
Accountability Legality

Values of
Participation
Public
Service Integrity and
Fairness

Efficiency in
Justice and
Performance
Equity
and Delivery
Values: Traditional and Non-traditional

• Compliance to rule of law

• Exercise of authority

Traditional • Process efficiency

• Entrepreneurship

Non- • Innovation and creativity

• Result-orientation
• Performance and delivery
traditional • Accountability
• Teamwork
 Sources of Public Value

Good Constitution Human rights

governance and
Humanitarian
Principles

Ethics and
Development
Morality
 Cross-cutting Issues Changing Public
Service Values
• Globalization and economic liberalisation
• Good governance
• Human rights and humanitarian principles
• Social justice and inclusion
• Information and communication technologies
• Effective delivery of public services
• Collaboration and participation
• New public management
 Key Determinants of Values in Public
Service
• Culture of nation building
• Political culture and capability
• Socio-cultural ecology
• Work culture
• Architecture of ethics and morality, and
professionalism
• Accountability mechanism
• Empowered citizenship
Value System and Performance in
Public Service
 Values

Performing
Efficiency Development Service
Culture
 Delivery of Public Value: Key Intent of
Public Service
Governance
Allocation of
Practices:
Power and
Performance
Resources
and Delivery

Quality of life Delivery of

of people development
Public
Value
Pyramid of Public Values

Public Integrity

Public Responsibility

Impartiality and Fairness

Transparency

Legality
 Value Chain in Public Service
Values and
behaviour
drive culture
Mission Culture
drives citizen drives
satisfaction performance

Performance
Achievement
drives
drives mission
achievement
 Issues of Public Service Performance

• Reinforcing efficient performance

• Delivery of optimum benefits
• Motivating performing team
• Developing culture of performance and
delivery
• Continuous improvement for
effectiveness
• Promotion of innovation and creativity
 Value Conflicts in Public Service
• Liberalism vs Accountability
• Freedom of information vs Privacy or Secrecy
• Public service standards vs Ministerial
discretion
• Professionalism vs Political serving
• Process vs Results
• Enforcement vs Incentives
• Global vs national standards
• Welfare vs Rights
Key Components of Public
Service Values
 Integrity
• Quality and capacity of being honest to
occupation, profession and position
• Capacity and willingness of having strong
moral principles in delivery of public value
• Consistency in moral and ethical standards in
response to public responsibility
 Principles of ‘Integrity’
• Trait principles: Right personality
• Behavioural principles: Right behaviour
• Performance principles: Right action
• Morality principles: Right ethics
• Response principles: Accountability
• Innovation principles: Improvement
• Motivation and Morale principles: Emotional
competence
Different Forms of ‘Integrity’ Violations

Corruption

Indecent
treatment to Integrity Conflict of
citizens Interest
Violation

Exploitation and
Manipulation of
Public Authority and
Resources
 Impartiality
• Principle and practice of justice and fairness
holding that decisions should be based on
objective, equal and transparent criteria.
• Free from biasness, prejudice, preferring the
benefit to one person over another for
improper reasons.
 Principles of Impartiality

Non-
discrimination

Neutrality Justice and

Equity

Impartiality

Inclusion Proper
Reasoning
 Non-partisanship
• Manifestation of political neutrality
• Non-affiliation with and dependence to
political party or political ideology
• Process of not involving in any political party
even if the person has strong faith in some
political thought.
 Principles of Non-partisanship

Non-affiliation Independence

Non- Impartiality
interference
Non-
partisanship
 Objectivity
• State of capacity or the quality of being true in terms
of individual biases, interpretations, feelings and
imaginings
• Focus on truth and fact rather than value associated
with behaviour and action.
• To maintain objectivity in public services, civil service
must
– Provide information and advice, including advice to
ministers, on the basis of the evidence, and accurately
present the options and facts.
– Take decisions on the merits of the case.
– Take due account of expert and professional advice.
 Principles of Objectivity

Evidence-
based

Unbiasness
Reasoning

Objectivity

Truthful
interpretation Utility
 Dedication
• Eminence of civil service to be devoted or
loyal to a duty or purpose , thought or action.
• Feeling of strong support, loyalty and
commitment to governance: constitution,
democracy, public service and citizenship
• Dedication to service, ethical and moral
values, performance and development
 Constitution

Citizen Government

Commitment
of Civil
Service
Policy and
Profession
Law

Democratic
Self-
Values and
development
Norms
 Empathy
“Putting yourself in another person’s shoes”

• Emotional intelligence competency to reflect

responsive management of relationships.
• Capacity and willingness to recognize,
understand and share the feelings,
aspirations, needs and positions (perspective
and reality) of peers, clients, subordinates and
seniors.
• Experiencing by placing oneself to other’s
position: Empathetic sensitivity
 Principles of Empathy: People Skills

Emotional Responsibility Care and

Competence Service
 Empathetic Manifestation in Public
Service
Withholding
Sharing
Judgment
Offering
Interacting
help

Showing
Listening Interest

Using
Affecting Empathy Wisdom
 Building Empathy
• Effective communication
• Emotional competence
• Collaboration and partnerships
• Empowering
• Motivating and encouraging
• Confidence building
Developing an empathic approach is
perhaps the most significant effort
we can make toward improving our
people skills. When we understand
others, they'll probably want to
understand us – and this is how we
can start to build cooperation,
collaboration, and teamwork.
 Compassion
• Compassion is a genuine sympathy for
hardship or suffering that other people are
experiencing, and a desire to ease that pain.
• Motivating response to activate desirability to
help and support others.
• Showing of kindness, caring and supportive
behaviour towards others suffering from
misfortunes and sorrowful conditions.
 Attention

Principles
Affection of Acceptance
Compassion

Acknowledgement
 Demonstrating Compassion
• Focusing on own strengths and positive qualities
for impression
• Effective communication
• Gentle touch
• Encouraging, motivating and empowering
• Emotional intelligence
• Showing kindness and respect
• Respecting privacy and confidentiality
• Positive sensitization and advocacy
• Volunteering
 Distressful Situation

Sympathy:
Feeling the
same concern Compassion:
Empathy:
Feeling the Feeling care
same emotion and warmth
 Tolerance
• Ability and willingness to realize the existence
of opinions or behaviours that one dislikes or
disagrees with.
• Accepting opinions, feelings, habits, beliefs or
capacity of others that are different from our
own.
• Positive attitude towards opposition,
aggression, criticism and different position of
others.
 Respect

Appreciation Tolerance Acceptance

Empowerment
 Principles of Tolerance

Flexibility

Improvement Tolerance Rationality

Positivity
Any queries…Please
Thank you all