1. 1 SEVOTTAM- Excellence in Public Service Delivery Manish Mohan Deptt. of Administrative Reforms and Public Grievance Government of India

2. 2 SEVOTTAM – SEVOTTAM – Service Delivery Excellence Model provides a framework for organisations to assess and improve the quality of service delivery to citizens

3. 3GENESIS Citizens Charter Prepared without involvement of citizens/clients/stakeholders Prepared without involvement of citizens/clients/stakeholders No relation with service delivery improvement No relation with service delivery improvement Information about charter does not percolate down the line, hence not implemented Information about charter does not percolate down the line, hence not implemented Public Grievance Redress Mechanism Not in place in many organizations Not in place in many organizations Grievances not taken as feedback for improvement of services Grievances not taken as feedback for improvement of services Employees not trained for improvement of tasks assigned Employees not trained for improvement of tasks assigned Public Delivery Standards Not prescribed or not met due to inadequate infrastructure Not prescribed or not met due to inadequate infrastructure Non involvement,de-motivation and lack of training of employees at the cutting edge level Non involvement,de-motivation and lack of training of employees at the cutting edge level Lack of proper planning for optimum utilization of resources Lack of proper planning for optimum utilization of resources

4. 4 DEVELOPMENT OF ‘SEVOTTAM’ MODEL Studies by DAR&PG indicated :- unless there is a mechanism to assess the impact of these initiatives on service delivery with respect to certain standards, these initiatives would fail to deliver desired results Studies by DAR&PG indicated :- unless there is a mechanism to assess the impact of these initiatives on service delivery with respect to certain standards, these initiatives would fail to deliver desired results DAR&PG developed an assessment-improvement model with the involvement of Govt. deptts. & civil society representatives DAR&PG developed an assessment-improvement model with the involvement of Govt. deptts. & civil society representatives Sevottam is the initiative for providing an assessment framework to bring about service delivery excellence

5. 5 ASSESSMENT FRAMEWORK- I Compliance Assessment Compliance Assessment - acts as a screening mechanism to filter out organisations that do not even enter assessment process Compliance Assessment Compliant Organizations should have: 1. Published & approved Citizen Charter 2. Circulated Charter among service delivery units 3. Appointed a PG officer & nodal officer for citizen charter for the Deptt. 4. Published grievance lodging and redress procedure, and timelines for redress

6. 6 ASSESSMENT FRAMEWORK -II Process Quality Assessment : acts as a rating mechanism to assess the quality of related processes and its impact in improved service delivery from citizens’ perspective This covers the three processes: Citizen charters Citizen charters Public Grievance Redress Public Grievance Redress Service delivery capability Service delivery capability Tenor of exercise is not to pass judgement, but to help start with a self-assessment and build capacity to improve service delivery Tenor of exercise is not to pass judgement, but to help start with a self-assessment and build capacity to improve service delivery

7. 7 APPLICATION OF FRAMEWORK Assessment conducted at two levels – two levels two levels Parent Level (responsible for making policies) Parent Level (responsible for making policies) Charter design & facilitation for implementationCharter design & facilitation for implementation Grievance Redress Mechanism DesignGrievance Redress Mechanism Design Service Delivery Capability enhancementService Delivery Capability enhancement Outlet Level (responsible for implementation) Outlet Level (responsible for implementation) Charter ImplementationCharter Implementation Grievance Redress and PreventionGrievance Redress and Prevention Direct Service DeliveryDirect Service Delivery

8. 8 ASSESSMENT MODEL: APPLICATION 1.1Implementation Service Delivery Capability Integrated Model for Assessing Service Delivery Citizen Charter Public Grievance Redress Criteria (9)Modules (3) 1.2Monitoring 1.3Review 2.1Receipt 2.2Redress 2.3Prevention 3.1Customers 3.2Employees 3.3Infrastructure

9. 9 STANDARDS DEVELOPMENT Indian Standard IS:15700:2005 formulated on basis of Sevottam Indian Standard IS:15700:2005 formulated on basis of Sevottam Generic standard –lays down elements of systems with focus on Service Quality, Public Grievance Redressal & Citizen interface Generic standard –lays down elements of systems with focus on Service Quality, Public Grievance Redressal & Citizen interface Sectoral Standards- each organisation has to evolve its own specific standards based on the type of services provided to the stakeholders Sectoral Standards- each organisation has to evolve its own specific standards based on the type of services provided to the stakeholders

10. 10 Assessment Framework Detailed Gap Analysis GAP Assessment-Improvement Framework Generic Standard Self-Assessment Format Service Delivery Statement (SDS in Annual Report) Sectoral Standards Edu Post CBDT ChangeManagement Monitoring & Control Feedback Successful Apply for Benchmarking Not Successful

11. 11 USAGE OPTIONS As a Self assessment tool by organisations: As a Self assessment tool by organisations: having business interest, e.g airlines, hospitality sectorhaving business interest, e.g airlines, hospitality sector having large citizen interface providing utility service, e.g. Post, and Railways.having large citizen interface providing utility service, e.g. Post, and Railways. providing services & performing statutory functions, e.g. Passport office, Customs, Income Taxproviding services & performing statutory functions, e.g. Passport office, Customs, Income Tax Voluntary Benchmarking Voluntary Benchmarking In cases of services such as in education & health sectors, birth Certificate, land records etc.In cases of services such as in education & health sectors, birth Certificate, land records etc.

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13. 13 SEVOTTAM MODEL: STRENGTHS Citizens’ Perspective- from administration to service Citizens’ Perspective- from administration to service Emphasis on self assessment leading to improvement Emphasis on self assessment leading to improvement Dynamic model Dynamic model Greater employee participation Greater employee participation Mind set changes Mind set changes

14. 14 SEVOTTAM – WAY FORWARD PMO directive to implement Sevottam in central Ministries/Departments in two years PMO directive to implement Sevottam in central Ministries/Departments in two years Presently being implemented in 10 departments Presently being implemented in 10 departments Plan to support State Governments in implementing this model under DFID supported Capacity Building for Poverty Reduction Programme Plan to support State Governments in implementing this model under DFID supported Capacity Building for Poverty Reduction Programme

15. 15 Thank You