From Policy to Practices: Redefining Roles, Services and Citizen Engagement in Local Government Institutions in Sri Lanka – A Case Study Ratnapura, Sri Lanka

Local government refers to the system of administration at the local level, aimed at promoting the well-being and common good of the local level citizens. A major problem that can be identified in local government institutions in Sri Lanka is their failure to provide quality services to the community. In this context, the objectives of this study were to: (a) Examine the contemporary role of local government institutions, (b) Explore the level of citizen engagement in the local government process, and (c) Identify challenges and barriers that hinder the effective delivery of services at the local level. A qualitative research method was used for this study, with Ratnapura District selected as the study area. A total of 120 respondents were selected using random sampling methods. The findings were analyzed using a descriptive analysis method and discussed thematically. This study revealed that local government has established the necessary legal framework to ensure service quality and enhance citizen participation. However, in practice, citizens have limited awareness of the services provided by local government institutions. Additionally, citizen-based participatory programs lack transparency and accountability. E-governance facilities in local government are not fully inclusive, and many citizens struggle to access them. The general view is that local government institutions, lacking autonomous powers, have limited authority, functions, and resources, making local government reliant on patronage privileges. To ensure accountability, responsiveness, and transparency, public participation should go beyond symbolic engagement and be rooted in a broad, inclusive approach. Strengthening the relationship between citizens and the local government process should serve as the foundation for service delivery by reforming outdated legal and policy frameworks while operating with a focus on the development of the periphery.