Nepal Telecom Flashcards
Introduction of office.
Office is the place that serves as a coordinator and meeting center for service provider and receiver by effectively managing the available resources for achieving goals and objectives of any organization.
Office is a physical or virtual place established to achieve certain goal, where administrative, managerial and professional activities are conducted.
it is a place of coordination between trader and customers, producers and consumers, service providers and receivers and government and public.
Importance of Office (3)
- An office is an information center which provide information relating to business transactions.
- communicate information among different department within an organization and with external stakeholders.
- coordinate with various departments and efficient utilization of available resources to achieve organizational goals.
- it controls performance by setting standards and monitor actual performance against standard.
- it provides necessary information to all department of an organization.
- it keeps the records of past and present that is used in future references.
in conclusion, office are indispensable components of organization due to their multifaceted roles in information handling, communicating information to others.
Main functions of Office
As the formal body of organization to achieve its goals and objective, its main functions are as follows:
1. help to achieve organization’s goals and objective through optimum use of available resources.
- To formulate and implement effective policy and decision
- to collect, protect, use and exchange information received from inside and outside of organization
- to provide service according to the needs and wants of customers
- to make management of human and physical resources effective and integrated.
- to conduct easy, simple, economical and effective administration
- to work as a coordinator between customer, employees and manager.
Define assistant employee.
An office assistant refers to the staff member who works at a lower level and have a direct contact with the customer in an office or organization and help in the smooth operation of the office.
These employees carry out tasks under the authority delegated by senior officers.
In civil service of Nepal, employees like Naib Subba or equivalent employees in the first class (as per gazette) are considered assistant employees.
Main duties and responsibilities of office assistant
- assist office head and senior employees by providing necessary support.
- preparing daily work plans and executing them accordingly.
- document management through registering, dispatching, and maintaining records.
- assist in service delivery by providing required information and assistance to clients or service seekers.
- cooperating in solving any issues or problems within the office
- information and report management
- ensuring discipline and appropriate behavior in the office.
- handling telephone communications and conveying necessary information.
An office assistant plays a important role in ensuring the smooth operation of the office, service delivery, information management and maintaining decorum.
Qualities of office assistant
The qualities of the assistant staff who provide service by sitting on the front line following the instruction given by the higher level staff are as follow:
A. Personal Qualities
1. diligent and disciplined
2. honesty and obedience
3. virtue and decency
4. polite and patient
5. punctual and creative
6. positive thinking
7. fairness and accountability
B. Professional qualities
1. efficiency and willingness to work
2. procedural and technical knowledge
3. communication skill
4. legal and political knowledge
5. transparency and neutrality
Importance of Dispatch
Dispatch is the act of keeping final record of letters, reports or other documents sent out of the office.
Importance
1. to get information about when, where and by what means the letters are sent out of the office.
- to know real status of work procedures in the office
- to record the document that is sent to the outside of the office.
- to make the work of the office transparent
- to submit as the proof.
Things to be consider while doing dispatch
- to check documents to be dispatch are valid or not
- to check if there is signature of concerned officer or not
- to check if the recipient address is correct or not
- clearly state the dispatch no. and date
- dispatching only documents that have arrived.
- arrange different dispatch book every year.
Filing and solution to filing regarding public office
Filling is the method of grouping documents and keeping them in a file based on subject, nature, quality and importance.
solution to problems seen in public offices regarding filing
- effective implementation of policies, rules, and procedures designed to secure and manage the filing system
- development of skilled manpower through training for systematic filling
- improvement in traditional filing system by using modern technology
- prioritizing filing in office
- adequate space for effective filling
- development of computerized filing system in government offices.
- appropriate classification of documents received into the office as required.
What is grievance management?
Grievance management is the process of identifying complaints of customer and employees in an organization in a timely manner and solving them in a constructive manner as well as preventing such compliant in the future.
Its main purpose is to make service delivery efficient and people friendly and to guarantee good governance.
Role of service provider in public service delivery
- providing service by prioritizing the needs and wants of customer.
- transparency and fairness in service delivery.
- to adopt latest method such as first come first service, online service, mobile service, door to door service.
- to provide services by following policies, rules and regulations of country.
- to effectively utilize resources
- making service result oriented rather than process oriented.
Role of customer in public service delivery
- be aware of laws, rules and regulation and compile them
- be aware of owns rights and duties
- show positive attitude towards the service provided by state.
- pay tax to state according to law
- show interest in citizen charter
In conclusion
the role of only one party is not enough to make public service delivery organized and effective. If the customer and service provider fulfill their role effectively, the quality and people friendliness of public service delivery can be made.
Define public service delivery. (2)
public service delivery is the effective, scientific and systematic delivery of public services to the general public for the rights, welfare, progress and prosperity of citizens by government agencies in the course of governance.
Providing public service is the responsibility of the government while receiving public services is the right of the common citizens
It plays a role in establishing relationship between public administration, government, state and public.
