Public Service Delivery (PSD) is a core concept and process by which the state provides essential services, such as healthcare, education, and the issuance of certificates, to citizens with a focus on social welfare. The key legal instrument governing PSD is the Right to Public Services (RTS) Act, a statutory law enacted by various state governments. This legislation emerged to solve the problem of systemic delay, opacity, and corruption in government departments, where officials lacked accountability for timely service.
The movement began when Madhya Pradesh became the first state to enact a Right to Service Act on August 18, 2010, followed by Bihar on July 25, 2011. The mechanism of the RTS Acts guarantees the time-bound delivery of a notified list of services, such as birth certificates or ration cards. If a designated official fails to provide the service within the stipulated timeframe, the aggrieved citizen can appeal to a First and then a Second Appellate Authority. The Second Appellate Authority can impose a penalty on the errant officer, which can range from Rs. 500 to Rs. 5000, for the deficiency of service.
PSD connects closely to the Right to Information Act, 2005, with the two often described as the "twin pillars of citizen empowerment". It also relates to the Sevottam framework, a service delivery excellence model adopted in 2006. Recently, the concept has been transformed by digital initiatives like e-governance and the Mission Karmayogi, launched in September 2020, which aims to build capacity in the civil services for efficient delivery. While the central government's attempt at a uniform law, the Right of Citizens for Time Bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011, lapsed, the RTS framework has been adopted by 22 States and Union Territories as of 2025, fragmenting the legal landscape but establishing a citizen's right to timely service.