Citizen Centric Quality Management Systems in Public Service Delivery

1. 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

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

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

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

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

6. Quality Management System called Sevottam framework aims at filling these gaps through a simple process • 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 15700 :2005 that was especially created for certifying achievement of excellence in service delivery in the government service sector

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

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

9. The QMS Sevottam framework provides the answer through three modules that help to identify Gaps in Service Delivery • 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

10. 2 Common Understanding 1. Expectations 3. Promised Delivery Desired Delivery Common Understanding 4. Actual Delivery Experience Perceived Delivery

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

12. The Three Modules of QMS Sevottam Framework

13. Simple Seven Steps that cover the entire QMS Sevottam framework

14. ‘Sevottam’ – Assessment/Improvement Model: Quality Criteria and Benefits BENEFITS Healthy competition to achieve excellence Citizen empowerment Redress Satisfaction Delivery Capability enhancement Compliance with basic standards * As questions which are rated on a five point scale ranging from “ad hoc” to “Systematic”

15. DWCD DARPG ATI PwC Project Implementation Structure and Stakeholders 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 Promoting Excellence in Service Delivery

16. 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 1990-91 Promoting Excellence in Service Delivery

17. Project Methodology ASSESS PHASE (Dec 08 to Mar 09) IMPLEMENT PHASE (Nov 09 to Mar 10) DESIGN PHASE (Apr-09 to Aug-09) CONSTRUCT PHASE (Sep 09 to Oct 09) Initial interactions with project officials and study of existing processes in the pilot locations Sevottam implementation in pilot location, documentation & preparation of QMS manual Stakeholder interactions on key issues in ICDS and QMS rollout; Framing sectoral standards Preparation of draft QMS manual & implementation plan; Sevottam training for officials 1 4 2 3

18. Project Stages: Key Activities & Project Documents 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 I: ASSESS 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: CitizenSatisfaction Survey; Identification of current status and key issues in implementing in 5 areas of Sevottam; Stage II: DESIGN

19. Project Stages: Key Activities & Project Documents 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 III: CONSTRUCT Document 6: Note on insight in to implementation process for full service delivery chain Document 7: Users’ Manual for implementing QMS Stage IV: IMPLEMENT

20. 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

21. Citizen’s Satisfaction Survey and the four groups of initiatives • 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

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

23. Group 1. Citizen’s Charter and Grievance Redress Mechanism – creation and activation

24. Formulation of Citizen Charter • STAKEHOLDERS CONSULTED • MODE • Beneficiaries – Mothers of Children, Pregnant and Lactating Women • Citizen Survey on Sector Standards, Focus Group Discussions, Questionnaires • Local Community -BalVikas 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

25. Group 2 - Pre-school Education

26. Pre-school Education - continued-

27. Citizen Survey - Sector Standards - Pre School Education 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”

28. Pre- School Education - Community Participation/ Monitoring

29. Group 3 Supplementary Nutrition

30. Supplementary Nutrition – continued -

31. Group 4 - Infrastructure and others

32. Satisfaction with Project Initiatives from Citizen Survey

33. Citizen Satisfaction Survey - Sample results SNP – Cooked Food Baseline Final • Pre-School Education • Baseline Final

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

35. CitizenSatisfaction Survey –Supplementary Nutrition Packages Baseline Very Poor Poor Fair Good Very Good Final Very Poor Poor Fair Good Very Good

36. Citizens’ responses on sector standards in ICDS CitizenSurvey - Sector Standards - Pre School Education

37. Thank You!Floor open for Discussions