Journal of Social Review Volume 3 (2) - December 2014 Journal of Social Review Volume 3 (2) December 2014 Department of Social Sciences 07 ISSUES IN PUBLIC SERVICE DELIVERY : A CASE STUDY OF ADDALAICHENAI DIVISIONAL SECRETARIAT IN THE EASTERN SRI LANKA M. Abdul Jabbar T. Fathima Sajeetha Abstract This study examines the major issues in public service delivery in the Addalaichenai divisional secretariat area of Eastern Sri Lanka. The government has the obligation to deliver the services to its citizens. Normally, the action of government which provides the services to the citizens is called as public service delivery. The objective of this study is to identify the empirical major issues in public service delivery in Addalaichenai divisional secretariat. This research is built on qualitative research methodology and it is explored by using both primary and secondary materials. In the primary source, the qualitative interviews and focus group discussion are used where necessary. In the secondary source such as books, magazines, internet articles are used. This paper finds out that two types of issues are in service delivery in Addalaichenai divisional secretariat faced by people and administrators such as unawareness of people, discrimination, delay, lack of modern facilities, political influence. These issues are the challenges to the day to day life of the people and they have to be solved to achieve the enhancement of the citizens. Introduction The concept of service delivery occupies important place in administrative studies. It is divided into public and private service delivery. As private sectors are almost money oriented, its service delivery does not reach all people. But the goals of public institutions are to deliver the services to the citizens and improve the social interests. Because of that the service consumers are called as customers and citizens in private and public institutions. This study has full concentrations on public service delivery. The public institutions which deliver the public services may be school, government hospital, local government bodies, police station and departments which have the authority from the law. The primary purpose of government is to provide goods and services to the society such as education, health, welfare, safety and morals of its citizens (Ruchelman 1989:1).The democratic governments are obliged to provide these services through the central and local government bodies. Public services are defined as those services which are mainly or completely, funded by taxation (Humperes 1998: 6). These services can differ significantly from commercial private sector services in a number of ways. Normally, public services are concerned which services are provided by the government or institutions without profit oriented. According to UNDP (1999) literature public service delivery is a set of institutional arrangements adopted by the government to