In the present era of Good Governance it has became necessary for democratic governments to be responsive to citizen.s needs and provide them services courteously, fairly and effectively at a reasonable cost. In this context Total Quality Management aims to fulfil the objectives of good governance by making public service delivery ‘SMART’ i.e. Simple, Morale, Accountable, Responsive and Transparent. Quality management system helps an organisation to build systems which enable it to provide quality service consistently. It may be clarified that characteristics of services and their standards are defined in the respective service standards, and not in the quality management standards. Concept of public service is based on a contact between state and its citizens that, all citizens will bestow their powers to state and in return state will provide them certain services, without any discrimination. Keeping this thing in mind democratic governments are granting ‘Right to Public Services ’to their citizens, through legislative provisions. Due to transition in these countries some structures are developed while some are to be developed. These under developed structures create grey areas especially in administration. Poor public service delivery is the most deserving issue in this context to be discussed. Because the system responsible for delivery of public services has many loopholes which deny the citizens the public services which they are entitled to get as a right.
Good Governance, Citizens, ‘Right To Public Services ’, Discrimination
