Responsiveness and Quality
Reforms acquire legitimacy to the extent that they are able to deal with this perceived failing. But what citizens expect is less easy to define. They want more efficient and effective service delivery, certainly, and this puts the administration and the citizens in a provider-consumer relationship. But they also demand freedom and equity, which presupposes that the government will protect “the public interest”. Service delivery thus gains a central role. Some common elements have been identified as essential to sustained, responsive service delivery.