Attitudinal orientation of first level managers for improvement of municipal service delivery: Experience of training intervention in Kolkata

Main Article Content

Uttam Kumar Roy
Arabinda Ghosh
Ranjan Kumar Chakravarti
Nisitendra Nath Som


This paper discusses a program of attitudinal orientation courses provided for functionaries of a large municipal corporation in India. Almost 450 Assistant Managers from the Kolkata Municipal Corporation took part in the training, which was held at the Administrative Training Institute (ATI) of the Government of West Bengal, India.

Under the 74th Constitutional Amendment Act, Indian Municipalities/Corporations (Urban Local Bodies) are empowered and entrusted to perform planning, development and governance for the city/ town and to provide services to the citizens. The change in outlook towards the local government reflected in the Act has highlighted the need forĀ greater awareness and a better attitude amongst municipal staff as well as elected representatives towards service delivery. Good governance can be achieved through the overall performance of officials of an organization, provided they possess the necessary knowledge, skills, attitudes and competencies. For historical reasons, knowledge, skills and attitudes amongst officials of Urban Local Bodies (ULBs) in India have been traditionally of a low standard. Willingness to perform better in the role of municipal service delivery is not common. Therein lies the need for training for improvement in service delivery, especially for organizations like large municipal corporations and municipalities.

Article Details

How to Cite
Roy, U. K., Ghosh, A., Chakravarti, R. K., & Som, N. N. (1). Attitudinal orientation of first level managers for improvement of municipal service delivery: Experience of training intervention in Kolkata. Commonwealth Journal of Local Governance, (6), 107-119.
Policy and Practice
Author Biographies

Uttam Kumar Roy, Administrative Training Institute, Kolkata

An Architect and Masters in Urban Planner, having more than eleven years of experience in town planning, urban governance and capacity building activities for Urban local governance and presently serving as Assistant Professor of Administrative Training Institute (ATI), Kolkata. Areas of training and consultancy/research handled by Mr. Roy are Urban Management, Urban Planning, Municipal Service delivery, Urban Infrastructures, Housing and Slum improvement etc. His special interest lies in the field of Social Housing for Low income group, Urban Planning, methodology, Capacity building of local governments etc. He has more than fifteen publications in the field of urban development and management in international/national conferences and journals.

Arabinda Ghosh, Administrative Training Institute, Kolkata

Dr Ghosh holds a PhD in Economics, Masters in Development Management from Asian Institute of Management, Manila and presently working as Joint Director in ATI. He joined the West Bengal Excise Service in 1982 and he has been associated with ATI since 1999. The areas of training handled by him include Training of Trainers on Training Techniques and Panchayati Raj Institutions. His special interest lies in the areas of Research on Social and Development Issues. He has publications in international, national journals as well as conferences as well as exposures to the foreign conferences and visits.

Ranjan Kumar Chakravarti, Administrative Training Institute, Kolkata

Engineer, OD& Management Consultant and Columnist, Ranjan holds a Bachelor of Engineering degree and a Post Graduate Diploma in Personnel Management & Industrial Relations. He has worked in the Human Resources Department in CESC as Principal, O&M Training Institute (Sr. Manager). He is associated with ATI as Guest Faculty. He conducts training programmes and consultancy services to the industry and corporate worlds in the areas like Strategic Management, Business Process Re-Engineering(BPR), Balanced Business Score Card, Development/Assessment Centre, Organisational Development, Organisational behavior etc. His special interest lies in the areas of Behavioral science

Nisitendra Nath Som, Administrative Training Institute, Kolkata

Professor Som holds a Master of City Planning (MCP) from IIT Kharagpur and is the HUDCO Chair at the Urban Management Centre at ATI, where he has been Professor since 2005. He was Director of Planning and Chief Advance Planner, KMDA, along with a dual charge of Secretary, West Bengal Heritage Commission, Govt. of West Bengal prior to his retirement. He has handled Induction and In-service training for Engineers, Sub-Assistant Engineers, Councillors, Chairpersons and Urban Planners of the different municipalities and municipal corporations in West Bengal. He has special interest in the areas of Planning, Development, Management and Governance for Urban, Rural Fringe Areas as well as for ULBs with long time vison including related Constitutional and Legislative matters. He has international, national publications as well as exposures to the foreign conferences and visits