This paper aims to explore new concepts, new approaches and new methods to improve innovation and enhance service delivery methods to develop service-oriented government agencies at the divisional level as well as to discover ways to accelerate the existing innovation and to seek opportunities to overcome challenges for new ways of doing things in a government agency at the divisional level. In order to accomplish the aforementioned objectives, the author observed Divisional Secretariats and conducted semi-structured in-depth interviews with all heads of all Divisional Secretaries in Galle district, Sri Lanka. The basic concept of the research is the importance of innovation to a government agency at divisional level. The study shows that implementation of innovation has been catalyzed for a developing service-oriented government agency. From this perspective, service innovation is the catalyst for maximizing customers’ satisfaction. In the same way, the results of this research show that the most important factor for developing service-oriented government agencies is the innovative and creative leadership of the organizations and optimum utilization of human resources, as well as application of modern and advanced technology to sustain better public service delivery in an innovative way.

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De Silva, D. K. (2016). Developing service-oriented government agencies: Observations on the divisional secretariats in Galle, Sri Lanka. International Journal of Humanities, Arts and Social Sciences, 2(5), 165-171.