Modernising the public service

The public service does not have a good image among the public as there is a widespread notion that it is inefficient. While some public servants certainly are lethargic, the problem often seems to be the lack of resources and technology at many Government institutions. Thus a task that could be done in one hour takes several hours and persons who come to Government offices to get their work done have to wait for hours or even come back the next day.

This concern has been addressed by Public Management Reforms Minister Ratnasiri Wickramanayaka, who has instructed the National Administrative Reforms Council (NARC) to take measures to provide a speedy public service making the Mahinda Chinthana Idiri Dekma a reality.

Addressing NARC members at its first meeting, the Minister has said technology should be used appropriately in this endeavour changing the public service from the mere filling up of numerous papers. The views of the public are to be entertained in this regard.

He has pointed out that the public service should shift to modern technology without delay. This is a timely move, as we are in a globalised, digital world where paperwork is becoming a thing of the past. Several Government departments already have an online presence, so that it is not necessary for the public to physically visit them. Quite apart from going online, the institutions themselves must go high-tech with fully computerized operations. This will minimize delays and accelerate the workflow. There will be no need for members of the public to go from pillar to post to get their work done. The Government must also be commended for starting several 24-hour short code telephone hotlines for inquiries and complaints regarding the work of Government departments and institutions. This is also part of the high-tech scenario envisaged by the Government. It must also explore the possibility of having video conference facilities for some of the major State institutions. That will also help to cut down on travel and hence, fuel and time wastage. Public sector reforms in terms of technology are long overdue. However, there is one factor that technology alone cannot address: the attitudes of certain public servants. In contrast to the private sector, many Government sector workers lack a 'can-do' attitude. Some of them pass their work onto another co-worker, even if they can do it themselves. There should be attitudinal changes in the public sector for the administrative and technological reforms to succeed. They should see the public as their masters and not the other way around.

One of the main planks now being considered in this reform exercise is the establishment of a 'bilingual' public service in line with the Mahinda Chinthana Idiri Dekma. This is even more important with the restoration of civil administration in all areas of the North, which will need more Tamil-speaking Government officials.

It is in this context that all should welcome the National Languages and Social Integration Ministry's decision to study the possibility of making the public service truly bilingual. A top level delegation will leave for Canada this week to study the National Language policy there and also the bilingual public service in that country. Canadian public servants countrywide are supposed to be proficient in both English and French, although the latter is spoken primarily in the province of Quebec. The idea is that a French-speaking Canadian from Montreal can visit (primarily English-speaking) Vancouver and get this work done entirely in French. This is the ideal that we should also aspire to - a Tamil speaking person from Kilinochchi should be able to walk into the Police Station in Galle and lodge a complaint entirely in Tamil, without going through an interpreter. This will require Tamil-speaking officials in every part of the country in addition to Sinhala-speaking ones.

This is not a tall order as the Government already has some programs to teach Tamil to Sinhala officers and vice versa. This effort should be expanded. It goes without saying that English knowledge is also very important for public servants. They should be able to converse and perform their day-to-day functions in that language as well. Improved employee language skills and enhanced official language capabilities among the Government institutions would pave the way for an efficient and effective public service.

As the saying goes, we should 'catch them young'. The Government's decision, taken some time ago, to teach Tamil to students in Sinhala schools and vice versa, in addition to English, is paying dividends. The ultimate aim should be a truly trilingual society with no language or community barriers.