Abstract:
The study tries to understand the effectiveness of „Karnataka Guarantee of Services
to Citizens Act (KGSCA), 2011‟, also called „Sakala‟, in Urban Development
Department (UDD) with special focus on Mysuru City Corporation(MCC). It tries to
know the effectiveness of Sakala services in terms of improvement in time and cost
of service delivery. Also it tries to find out whether organisational factors has more
influence in effective service delivery or customer factors has more role to play in
effective public service delivery.
It makes use of mixed method approach to collect data through in depth interview
and questions, both from service providers and service seekers. Theoretical concepts
like human capital theory and systems theory were used to identify variables and
indicators.
The collected data was analysed using simple mathematical tools like percentage,
frequency, tabulations, pie charts and bar graphs.
The findings shows that the response of the service providers and service seekers
towards effectiveness of Sakala as positive. The findings also show that the
organisational factors (Human resources, Infrastructure and capacity building) are
associated with effective delivery of Sakala services while customer factors
(customers knowledge, customers demand and access to ICT tools) are not associated
with the effective delivery of Sakala services. Overall Sakala is said to be effective.
