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SEVOTTAM- Excellence in Public Service Delivery Manish Mohan

SEVOTTAM- Excellence in Public Service Delivery Manish Mohan Deptt. of Administrative Reforms and Public Grievance Government of India. SEVOTTAM – Service Delivery Excellence Model provides a framework for organisations to assess and improve the quality of service delivery to citizens.

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SEVOTTAM- Excellence in Public Service Delivery Manish Mohan

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

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

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

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

  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 • Public Grievance Redress • 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

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

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

  9. STANDARDS DEVELOPMENT • 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 • Sectoral Standards- each organisation has to evolve its own specific standards based on the type of services provided to the stakeholders

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

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

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

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

  14. Thank You

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