8 th Asian National Quality Congress, Delhi 2010Presentation for Paper No. INI129 Citizen Centric Quality Management Systems in Public Service Delivery Integrated Child Development Services in seven Service Delivery Centres in two villages in Karnataka State in India

Section 1 The Citizen Centric Quality Management System Framework Section 2 Project Implementation structure Section 3 Highlights of the Initiative The three Sections of this presentation

Social Sector Research shows a strong and positive correlation between equitable and efficient service delivery to the poor and overall reduction in poverty Pro – Poor Service Delivery based on Quality for Reduction in poverty

PricewaterhouseCoopers Based on Quality Standards that are well documented and well publicized Efficient in their delivery such that they can be measured both by the service providers and by the citizens Simple to Understand and Use Equitable Service delivery Systems need to be:-

PricewaterhouseCoopers Civil Servant citizen “How do we connect policy with operations?” politician “We sometimes assume that policies will implement themselves.” “The civil service requires a better delivery culture.” BUT major Gaps exist between intent and outcome due to which Public Service Delivery Systems tend to fail the poor

The Quality Management System (QMS) developed by the Department of Administrative Reforms and Public Grievances, Government of India, is called SEVOTTAM The term is a combination of two Hindi words – ‘Uttam’ + ‘Seva’= Sevottam It is backed by an Indian Standard IS :2005 that was especially created for certifying achievement of excellence in service delivery in the government service sector Quality Management System called Sevottam framework aims at filling these gaps through a simple process

Sevottam seeks excellence by focusing on Quality Standards based Public Service Delivery only

Uncertainty is sought to be removed through published standards Government’s services delivery should not be a game of dice - Citizen’s should know what to expect ? how much to expect? from whom ? when ? And where?

1. Citizen’s Charter – that specifies and publishes the standards of service delivery 2. The Grievance Redress Mechanism that process complaints from citizens when standards in Citizen’s Charter are not met in the service delivery 3. Capacity Building for service delivery to bring improvements on a continuous basis The QMS Sevottam framework provides the answer through three modules that help to identify Gaps in Service Delivery

8 th Asian National Quality Congress, Delhi 2010Presentation for Paper No. INI129 Common Understanding 2 Common Understanding 1. Expectations Experience Perceived Delivery Desired Delivery 3. Promised Delivery 4. Actual Delivery

Identified Gaps are filled through the QMS Sevottam framework for which the following logo is used for awareness

PricewaterhouseCoopers The Three Modules of QMS Sevottam Framework

PricewaterhouseCoopers Simple Seven Steps that cover the entire QMS Sevottam framework

‘Sevottam’ – Assessment/Improvement Model: Quality Criteria and Benefits Critical Areas(3)Criteria(9)Elements for assessment* (33) Integrated Model for Assessing Service Delivery Citizen Charter Implementation5 Monitoring3 Review3 Public Grievance Redress Receipt3 Redress3 Prevention5 Service Delivery Capability Customers5 Employees3 Infrastructure3 Healthy competition to achieve excellence Compliance with basic standards BENEFITS Citizen empowerment Redress Satisfaction Delivery Capability enhancement * As questions which are rated on a five point scale ranging from “ad hoc” to “Systematic”

8 th Asian National Quality Congress, Delhi 2010Presentation for Paper No. INI129 DARPG, GoI Project Sponsor Keen on improvement of public service quality across various departments / states DWCD, GoK (Client) Client state/ end-user department Piloting Sevottam/ QMS for improving service delivery Administrative Training Institute (ATI) State capacity building agency Absorb QMS support capacity To assist future Sevottam roll-outs to other departments in the state PricewaterhouseCoopers Implementation agency/ consultant Provide expertise and responsible to implement the project in pilot locations Project Implementation Structure and Stakeholders Promoting Excellence in Service Delivery DARPG PwC ATI DWCD

ICDS in pilot districts Chamrajnagar Project −Chamrajnagar District −Tribal Project: 529 sanctioned AWCs −Eligible 25,230 children; 3,237 PW & 3,023 LM −Pilot in Badanaguppe Village (4 AWCs) Manvi Project −Raichur District −Rural Project: 381 sanctioned AWCs −Eligible: 46,558 children; 4436 PW & 5017 LM −Pilot in Mudlapura Village (3 AWCs) Both projects sanctioned in Promoting Excellence in Service Delivery

8 th Asian National Quality Congress, Delhi 2010Presentation for Paper No. INI129 Project Methodology Initial interactions with project officials and study of existing processes in the pilot locations ASSESS PHASE (Dec 08 to Mar 09) 1 Sevottam implementation in pilot location, documentation & preparation of QMS manual IMPLEMENT PHASE (Nov 09 to Mar 10) 4 Stakeholder interactions on key issues in ICDS and QMS rollout; Framing sectoral standards DESIGN PHASE (Apr-09 to Aug-09) 2 Preparation of draft QMS manual & implementation plan; Sevottam training for officials CONSTRUCT PHASE (Sep 09 to Oct 09) 3

8 th Asian National Quality Congress, Delhi 2010Presentation for Paper No. INI129 Project Stages: Key Activities & Project Documents Stage I: ASSESS KEY ACTIVITY Project Initiation meeting Initial field visit to both pilot locations by PwC Project Initiation meeting Detailed AS-IS study in pilot locations Document 1: Inception Report: project brief, a summary of the ICDS scheme and Sevottam model, approach and methodology Document 2: AS-IS Analysis report: Project details and benchmarking; Detailed functional assessment of 15 key business processes of ICDS with process maps; Roles and views of all key stakeholders Stage II: DESIGN KEY ACTIVITY Stakeholder consultations at pilot locations –set sector standards, identify targets and KPIs Internal Stakeholder consultations State level stake holder Workshop Citizen consultation and Surveys Document 3: Discussion note on Sector Standards in ICDS in Karnataka: Lists sector standards, targets and KPIs identified based on citizen and stakeholder consultations Document 4: Note on Key issues in implementing QMS: Citizen Satisfaction Survey; Identification of current status and key issues in implementing in 5 areas of Sevottam;

8 th Asian National Quality Congress, Delhi 2010Presentation for Paper No. INI129 Project Stages: Key Activities & Project Documents Stage III: CONSTRUCT KEY ACTIVITY Draft Initial Action Items Note Prioritization of implementation activities Preparation of the QMS Framework Concept Note: Public Grievance Redress Concept Note: Better Monitoring with MIS Infrastructure assessment tool Document 5: Quality Management System and Implementation Methodology for Pilot: contains citizen’s inputs regarding sector standards compared with current provisions; draft service quality manual having detailed design of QMS framework. implementation methodology and activities for pilot implementation Stage IV: IMPLEMENT KEY ACTIVITIES Implementation activities in pilot locations Documentation commenced across dept Final Citizen satisfaction survey Creation of institutional structures to take Sevottam implementation forward Preparation of Citizen Charter Document lessons learnt from Sevottam and prepare users manual Document 6: Note on insight in to implementation process for full service delivery chain Document 7: Users’ Manual for implementing QMS

Capacity Building and Involvement of State Administrative Training Institute, Mysore Three day training and certification course on “Implementation of Service Quality in Public Service Organizations as per IS 15700: 2005 given to around 17 officials of department and 3 faculty from ATI Sevottam Workshop at district level for field level functionaries Presentation on Sevottam to all personnel concerned in the State Capacity built through full time involvement of a faculty team of two coordinator from the State Administrative Training Institution, Mysore Funds released by DARPG to create Sevottam Training Cell to institutionalize and disseminate service quality to DWCD and other departments in the State Government

 All the 89 households eligible for availing the ICDS benefits in the 7 Anganwadi Centres in the two villages were surveyed at the beginning in September 2009 and again at the end of the pilot project in March 2010  The results from the surveys were utilized for creation of service standards for the Citizen’s Charter  Initiatives are clustered in to four Groups:- Group 1. Citizen’s Charter and Grievance Redress Mechanism - creation and activation as a tool to empower service recipients Group 2. Pre-School Education Group 3. Supplementary Nutrition Packages Group 4 Infrastructure and others Citizen’s Satisfaction Survey and the four groups of initiatives

Categories in the survey results: 1.Awareness about Integrated Child Development Services (ICDS) 2.Integrated Child Development Services availed 3.Access to ICDS services 4.Citizen Satisfaction for each ICDS service 5.Rating for each service and overall rating 6.Satisfaction with AWW/ AWH/ BVS 7.Feedback on Complaint Handling Process 8.Specific responses Supplementary Nutrition Package (SNP) 9.Awareness and Satisfaction about Pilot Initiatives (only in final survey) 10.Suggestions for improvements/ changes Citizen Satisfaction Survey and 10 Categories of its Results

S NoInitiativesDetails 1Drafting of Citizen Charter containing standards of service delivery under ICDS 2Grievance Redress Mechanism created and activated Group 1. Citizen’s Charter and Grievance Redress Mechanism – creation and activation

STAKEHOLDERS CONSULTED MODE Beneficiaries – Mothers of Children, Pregnant and Lactating Women Citizen Survey on Sector Standards, Focus Group Discussions, Questionnaires Local Community -Bal Vikas Samiti members, Sector Help Group members, Gram Panchayat members, Focus Group Discussions, Structured Questionnaires Experts, Academicians and Researchers, NGO’s, Sector experts Workshops, Structured Questionnaires, Interviews Health Department staff– ANMs, LHV’s, BHEO, Medical Officers, THO Focus Group Discussions, Structured Questionnaires, Interviews DWCD Department staff– AWHs, AWW’s, Supervisors, ACDPOs, CDPOs, DPOs, Head office staff Focus Group Discussions, Structured Questionnaires, Interviews, Meetings Working group for Citizens Charter Meetings Citizen charter prepared in both English and Kannada and available in both print and online versions Summary chart is to be put up across all 65,000 Anganwadi Centres in state Formulation of Citizen Charter

S NoInitiativesDetails 3Annual Bal Mela Function 4New PSE Kits Group 2 - Pre-school Education

S NoInitiativesDetails 5Uniform and Footwear for all PSE children Identified from Citizens Survey Chamarajnagar – GP provided funds Raichur – Funds raised from Community Mobilization 6Support group of elderly ladies and kishoris (unmarried women) to assist AWW Initiated to increase community participation and quality Core Groups formed in all pilot AWCs and sessions running at least once a week 7Child Progress Card implemented – to be repeated annually Checklist of child development milestones for Socio- emotional development, Language cognitive skills, Motor skills etc. CPC was done for all children attending the pre- school activity and results shared with parents Pre-school Education - continued-

Citizen Survey - Sector Standards - Pre School Education PSE starting Age 1 year30% 2 years29% 3 years41% PSE completion Age 3 years38% 4 years1% 5 years3% 6 years57% PSE starting Time 8 AM1% 9 AM57% 9:30 AM36% 10 AM6% PSE completion Time 12 PM4% 1 PM47% 1:30 PM9% 2 PM29% 3 PM3% 4 PM7% Topics – “Kannada & English - numbers and alphabets”; “cultural activities”; “sports”; “discipline”; “story telling”; “current topics and activities are satisfactory” Suggestions – “Improvement in quality”; “More AWW training”; “Sports equipment and event among children”; “Extra-curricular and cultural activities”; “Emphasis on writing and learning”; “Minimum PUC pass requirement for AWW”; “Children shown practical things around village”

S NoInitiativesDetails 8Mobilization of funds through community and other schemes (BRGF, NRHM) 9Monthly Monitoring by BVS members 10Grading of AWCs by using UNICEF methodology UNICEF has developed a methodology for grading of AWC by CDPO/ Supervisor Grading of AWC was carried out in the pilot locations with results of grading being displayed in the AWC. Pre- School Education - Community Participation/ Monitoring

S NoInitiativesDetails 11Akshaya Patra (Inexhaustible Vessel / Pot) 12Assessment to foresee impact of new WHO growth norms Group 3 Supplementary Nutrition

S NoInitiativesDetails 13Hemoglobin test to establish level of malnutrition Supplementary Nutrition – continued -

S NoInitiativesDetails 14Infrastructure and Facilities assessment tool developed Conducted in pilot locations Has been scaled up across the state 15Provision of LPG cylinders and Water filters in all AWCs 16Re-introduction of Health Referral Slips and ICDS clinic Day Group 4 - Infrastructure and others

Satisfaction with Project Initiatives from Citizen Survey

Pre-School Education BaselineFinal Citizen Satisfaction Survey - Sample results SNP – Cooked Food BaselineFinal

Citizen Satisfaction Survey – Pre-School Education Very Poor Poor Fair Good Very Good Very Poor Poor Fair Good Very Good Baseline Final

Citizen Satisfaction Survey –Supplementary Nutrition Packages Very Poor Poor Fair Good Very Good Very Poor Poor Fair Good Very Good Baseline Final

Citizen Survey - Sector Standards - Pre School Education Yes (unprompted)Yes (from list)Yes (Combined) Uniform50%43%93% Toys & playthings49%43%92% Books for children43%45%88% Footwear38%53%91% Slate and chalk pieces32%62%94% Children to be taught 3Rs19%73%92% Playground at AWC12%65%77% Blackboard for children at AWC11%57%68% Transfer Certificate (TC)7%77%84% Mats for children to sit on7%62%69% Benches for children to sit on3%32%35% Report Card1%84%85% Others – bags, scholarships, pens Citizens’ responses on sector standards in ICDS

Thank You! Floor open for Discussions