Evaluation of Public Service Delivery Implementation of Rajasthan Guaranteed Delivery of Public Services Act 2011

Abstract

This study evaluates the implementation and effectiveness of the Rajasthan Guaranteed Delivery of Public Services Act, 2011 (RGDPSA) examining four pillars i.e. adequacy of institutional mechanisms, citizen awareness, satisfaction, and institutional trust. The Act marked a major reform toward time-bound, transparent, and accountable governance, aiming to empower citizens and enhance administrative responsiveness. Using a mixed methods approach, the study surveyed 400 citizens and 50 officials across Jaipur and Jaisalmer, applying the SERVQUAL model for service quality and the OECD framework for institutional trust. Findings reveal systematic weaknesses including inadequate institutional mechanisms, high reliance on informal agents, critically low awareness with 97 percent unaware of Act provisions and only 2.5 percent having used it. Service quality shows wide negative gaps, especially in empathy and tangibility. Institutional trust remains low with poor perceptions of integrity and fairness. Urban and rural disparities persist though distrust is widespread across demographics. The study proposes the C-A-T-R-A framework emphasizing citizen-centricity, accountability, transparency, responsiveness, and accessibility to drive reform through digital integration, grievance redressal, capacity building, and awareness initiatives. It emphasizes aligning legislative intent with administrative practice to restore citizen trust and satisfaction. newline