GOVERNMENT [PUBLIC SERVICE ]

SASMIT PATIL-1182200068

The economy of India is a complex and diverse one. It combines elements of both the public
and private sectors into a single entity. As a direct consequence of this, Indian consumers
profit from the combined offerings of the two industries. Nevertheless, customer happiness
and shoppers' intents to make a purchase are not the same thing in these two markets. To put
it another way, the preferences of customers for public vs private sector services are distinct.
The purpose of this study is to ascertain the level of service quality provided by organisations
in the public sector, the degree to which customers are satisfied with that level of service,
and the factors that contribute to poor service in public sector organisations. The study
concentrated on three organisations that are part of the service sector: schools, hospitals,
and banks. This is a study that is a review. We looked over the research article as well as the
publications related to the study. The outcomes of the study indicate that the quality of
services provided by the public sector is inferior than those provided by the private sector.

Keywords -:complex,preferencws, service quality ,oeganisations ,contribute , concentrate

INTRODUCTION

Organizations that fall within the public sector are those over which the government
maintains ownership and control. And organisations operating inside the private sector make
up more than half of all privately employed people. The rate of growth in the service industry
is accelerating in both the public and private business sectors. Following the provision of
services for globalisation The commercial sector is fully equipped with cutting-edge
technologies, such as internet connectivity. Customer service, internet banking, and other
similar areas are some examples. Customers are some of the most important stakeholders in
the company. The customer is the single most crucial constituent of every business, but this is
especially true in the service sector. In practise The one and only criteria for achievement is
that all commercial items must be identical, and there must be no overlap in the provision of
services. is the quality of the service provided. The term "customer satisfaction" comes from
the field of marketing management.

It refers to the extent to which consumers think that the products and services they have
purchased fulfil their requirements. It is possible to gauge a customer's level of happiness
with a product by observing the frequency with which they make purchases or make use of
the service. When a consumer receives service of a high quality, it is likely that they will be
satisfied. The satisfaction of one's customers and providing excellent service go hand in hand.
In the business world of today, non-pries competition has the position of king. The executives
in charge of marketing are in a mad dash to launch items and give assistance to customers as
rapidly as they can. In such a chaotic environment, the quality of the services provided is the
single most important factor that contributes to the success of the company.

PUBLIC SECTOR SERVICES -:

The component of the economy that is owned and controlled by the government is referred to
as the public sector. The provision of people with essential goods and services, the promotion
of economic advancement, and the protection of the interests of the most vulnerable parts of
society are the primary objectives of the public sector.

In India, the Central Government and the State Governments are both considered to be part of
the country's public sector. The Central Government is comprised of many entities, including
ministries, departments, and public corporations. Ministries, departments, and other agencies
at the state level make up the many components that make up state governments.

Considerable Weight Carried by the Public Sector in the Overall Economy

The role played by the public sector in the expansion of India's economy is essential. It is
responsible for around 14% of the country's gross domestic product and employs over 20
million people. The public sector is involved in a diverse array of activities, including the
generation of jobs, the expansion of exports, and the building of necessary infrastructure.

Throughout its history, a significant portion of India's economic activity has been driven by
the public sector. Nevertheless, its performance throughout the course of the years has been
below average.

The following is a list of things that need to be done in the public sector in order for it to be
successful and efficient:

● The government has to work toward being more productive and efficient.

● There is a critical need for increased planning and collaboration across the various
governmental agencies.

● It is absolutely necessary for the economic growth of a nation.

● It plays a significant role in the delivery of essential services to local communities.

● It opens up opportunities for employment.

● It contributes to the growth of the underlying infrastructure.

● It encourages private investment in businesses.

● It supports exports.

● The public sector is the foundation of the Indian economy, and it plays an essential
role in the expansion of that economy.

● The government need to focus on its primary advantages and contract out the
management of activities that are not important.
 ● In order for the public sector to function effectively, there must be increased
transparency and accountability.

● In order to achieve greater levels of productivity, the public sector must implement
newly developed technologies and operational procedures.

● The approach taken by the public sector should be more focused on the needs of the
client.

● It is imperative that cuts be made to the financial assistance provided by the

government to the public sector.

● The public sector has to focus on its advantages while simultaneously working to
eliminate its disadvantages.

The following is an explanation of the role that public sectors played in the growth of
the country:

The Public Sector and the Formation of Capital: The public sector has played a crucial
role in the formation of capital by collecting and investing savings throughout the course of
the planning year. For the first and second five-year plans, it accounted for 54% of the total
investment, but during the 2010-2011 fiscal year, that percentage dropped to 24.6%.

Employment Generation: In an effort to alleviate the dire situation posed by the nation's
high unemployment rate, the public sector has created millions of new jobs. As of the month
of March 2011, there were around 150 lakh individuals actively employed in the. As a model
employer, the public sector has made substantial contributions to the improvement of
working and living conditions for workers. These efforts have been made possible by the
public sector's role as a role model.
Balanced Regional Development:An even distribution of economic growth has been
achieved through the establishment of public-sector industries in underdeveloped regions of
the nation. These locations lacked the essential components of an industrial and civic
infrastructure, such as power, a water supply, townships, and labour. Because of the
construction of these facilities by public businesses, the socioeconomic life of the people
living in these regions have undergone a full transformation as a result. The establishment of
steel mills in Bhilai, Rourkela, and Durgapur, in addition to a fertiliser factory in Sindri, are
all examples of public-sector expansion in previously underdeveloped regions.

Contribution to the Public Exchequer: In addition to creating internal resources and

providing dividends, public companies have made major contributions to the exchequer of
the government by paying corporate taxes, excise duty, custom duty, and other duties, among
other types of taxation. The gross internal resource generation was 36 000 cr during the years
of 1990 and 2000, and it increased to 11 000 cr the next year, while the net profit was 92 077
cr the following year.

Earnings in Foreign Exchange and the Promotion of Exports: Several state-owned

companies have been quite active in the process of promoting exports from India. In terms of
export promotion, businesses such as State Trading Corporation (STC), Minerals and Metals
Trading Corporation (MMTC), Hindustan Steel Ltd., Bharat Electronics Ltd., and Hindustan
Machine Tools, amongst others, have performed very well.

Import Substitution: Certain public-sector businesses were founded with the express
purpose of producing goods that were once imported and, as a result, conserving foreign
exchange. Companies such as Hindustan Antibiotics Ltd., Indian Drugs and Pharmaceuticals
Ltd. (IDPL), Oil and Natural Gas Commission (ONGC), Indian Oil Corporation Ltd., and
Bharat Electronics Ltd., amongst others, have been able to reduce their reliance on imported
goods and so save foreign currency.

Research and Development Encouragement:The majority of publicly traded companies are

involved in high technology and heavy industries; as a result, these companies have made
significant investments in research and development programmes. The public sector has laid
a robust and extensive basis for the nation's technical know-how, as well as the maintenance
and operation of cutting-edge industrial plants, machinery, and equipment, allowing the
country to become more independent in these areas. The expenses of production can be
reduced by investing in research and development.

THE FOLLOWING ARE SOME OF THE MANY REASONS WHY JOBS IN THE
GOVERNMENT ARE THE BEST:

SAFETY ON THE JOB

Job security is the primary motivating factor for the vast majority of job seekers to pursue
opportunities in the public sector. Over the past several years, there has been a dramatic
increase in the prevalence of layoffs in the private sector. If a company is not making enough
money, it may decide to lay off some of its employees in order to prevent itself from going
into the red. On the other hand, layouts are not something that is commonly used in the
government sector.

As a direct consequence of this, employment in the public sector are substantially more
secure than those in the private sector.

Working for the government offers a number of benefits, but one of the most important and
vital is job stability.
Jobs in the public sector are often more stable than those available in the private sector.
Private companies have a finite lifespan, in contrast to the permanence of the employment
opportunities provided by the public sector. They might stop doing business entirely, go out
of business, or merge with other companies.

Working for the government in India offers financial stability, which means you won't need
to worry about being unable to purchase basic necessities like food or shelter.
The majority of people are drawn to positions in the public sector because of the numerous
advantages associated with working there, one of which is the employment security offered
by the government.

There is a very little chance that the government may dismiss or otherwise terminate your
employment. In contrast, this is not the case for jobs in the private sector.

INTEGRATION OF WORK AND LIFE

The majority of people working for the government are able to maintain a decent work-life
balance since their jobs include regular hours. People who want to find a balance between
their professional and personal lives often find that working for the government is the best
option. People who want to be able to spend more time with their families could benefit from
working for the government because the hours are normally established. Although this varies
from job to job, one constant is that employees in some fields, such as law enforcement and
healthcare, are required to adhere to a variety of shift patterns.

PENSION BENEFITS

Benefit packages for government workers are far more generous than those offered by private
companies. There are several benefits offered to retirees, including pension, gratuity, and pay
arrears, among others.

People who are satisfied with their careers and have no intention of continuing to work once
they reach retirement age may find the security provided by these benefits to be quite
tempting.

When a person working for the central government reaches the age of sixty, he or she is
eligible for a pension. The sum that he will get from his pension is dependent on a number of
factors, such as the length of time that he has been employed, the average amount of money
that he has earned over the course of the preceding five years, and so on.

PAYCHECKS ISSUED ON TIME

Working for the government comes with a number of benefits, one of the most crucial of
which is the timely delivery of pay checks to employees. Your revenue will be timely sent to
you regardless of whether you work in Delhi or Bangalore.

A government worker is not entitled for a belated paycheck under any circumstances. Your
boss will not delay your payment in any way, even if he is unhappy with the work you have
done in the past.
In addition, jobs in the public sector are often stable and safe. Employees of the government
may get a salary that is predetermined.They do not need to be concerned about the ups and
downs of the economy because the government does not rely on any one company or industry
for revenue.

SALARY INCREASE

The salary is significantly better in government jobs, which is one of the key advantages of
working for the government. The pay scale for government personnel is extraordinarily high
when placed in comparison to those of positions in the private sector.

In addition to their compensation, they also benefit from a number of opportunities that
contribute to a sizeable increase in their overall income. Those who work for the government
are eligible for a variety of allowances, including TA and DA.

The term "Travel Allowance" is sometimes abbreviated as "TA." It is a stipend that is given
to government personnel to assist them with the day-to-day costs that are associated with
their travel. This is often factored into the calculation of their monthly remuneration.

The acronym DA stands for the "Dearness Allowance." In order to lessen the impact of
inflation on those working for the government, this total amount is given to such individuals.
The DA is calculated using India's annualised rate of inflation. This amount is typically added
to each month's take-home pay for them.

Alternatives to Housing
One of the most desirable advantages of working for the government is receiving housing
assistance. As a result of rising prices in the housing market across India, it is becoming
increasingly challenging for the typical Indian person to either purchase or rent a dwelling.

However, if you work for the government, the government will either let you live in
government quarters for free or for a price that is not too expensive, which will help you to
save money on lodging costs.

CAUSES OF POOR PUBLIC SECTOR SERVICE QUALITY

Comparative research between organisations in the public and private sectors has been
undertaken on a significant scale. The findings, in their majority, point to the poor quality of
services provided by the public sector. The following are some instances of the elements and
paths that contributed to the low quality of their service:

1. Providing service at a slower pace - speed is one of the qualities that clients look for
while seeking service. Customers have the lowest level of satisfaction with the pace at which
government services are provided, particularly with regard to hospitals.

2. A dearth of value-added services—in contrast, the private sector often provides value-
added services and tailors its offerings to individual customers. In the public sector, there is a
shortage of services of this kind.

3. Inadequate resources and equipment - When compared to the private sector, the public
sector has a smaller amount of available resources. if resources are abundant or scarce.
Because there are not enough resources available, the public sector is unable to meet the
needs of its customers. the requirement of the consumer On the other hand, the private sector
is technically advanced and equipped with modern facilities.

4 Ineffective management When compared to the management in the private sector, the
management in the public sector was ineffective. Corruption, autocratic leadership, and a lack
of managerial flexibility all contribute to the continued poor quality of services provided by
the public sector.
ANALYSIS OF DELOIT IN INDIA

Despite having the lowest number of people employed in the service sector (28 percent in
2014), India boasts the world's fastest growing service industry (9.2 percent in 2015-16). The
service sector accounts for around 66 percent of India's GDP. The Indian government is now
taking proactive steps to increase India's commercial services export share in the global
services market (from 3.3 percent in 2015), which will allow for multi-fold rise in GDP
(which was $2.3 trillion in 2016). Furthermore, not only do 34% of manufacturing
employment involve service-type activities, but the ultimate demand for manufactured goods
generates $1.48 worth of other services and products for every dollar spent. Because of this,
the role that services play in the economy and the creation of jobs becomes increasingly
significant.

Because of its specialised capabilities and the competitive advantage it has developed via
knowledge-based services, India is a distinctive new market that is emerging throughout the
world. Because of the various initiatives taken by the Indian government, the country's
service sector may soon be in a position to unearth a multi-trillion dollar opportunity that may
contribute to the economic development of all countries.

Deloitte India and the Confederation of Indian Industry worked together on a book entitled
"Highlighting and Introducing the Possibilities in India's Numerous Service Industries,"
which was published in 2017. This publication provides in-depth analyses of significant
service industries, including information technology, telecommunications, media and
entertainment, health care, banking and financial services, retail, trains, environment, energy,
logistics, exhibition and events, facility, education, space, skills, start-ups, and sports. In
particular, the magazine places an emphasis on the many government initiatives that are
being prioritised by each industry. These initiatives include Skill India, Digital India, Start-up
India, and Make in India. Additionally, it concentrates on and delves deeply into specialised
areas like as cyber security, trade facilitation, and start-ups and small to medium-sized
businesses operating in the service sector.
CONCLUSION-:

Our national goals include the elimination of poverty, the attainment of self-sufficiency, the
reduction of income inequalities, the expansion of employment opportunities, the abolition of
regional imbalances, the acceleration of agricultural and industrial development, the
reduction of concentration of ownership, and the prevention of the growth of monopolistic
tendencies by acting as an effective countervailing power. The expansion of the public sector
was designed to achieve these goals. Our national goals include: the elimination of poverty;
the attainment of self-suff On the other hand, the expected level of realisation of these
motives was not reached. Because of this, the government is making haste to sell up these
companies to private investors.

In recent years, the public sector in India has been confronted with a variety of challenges.
The effectiveness and productivity of the public sector have both suffered as a direct result of
these issues. In order to address these issues, the public sector will need to make a number of
adjustments. These adjustments will lend a hand to the public sector in reclaiming the
grandeur it once possessed and transforming into a new driver of economic expansion across
the nation.
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● Joshi, Vijay and I.M.D Little (1994). India: Macroeconomics and Political
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● Nagaraj, R. (1991). “Increase in India’s Growth Rate”, Economic and Political

Weekly 26(15), April 13. ———. (2005). “Disinvestment and Privatisation in
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