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SEVOTTAM-SEVOTTAM- Excellence Excellencein Public Service in Public Service

DeliveryDelivery

Manish MohanDeptt. of Administrative Reforms and

Public Grievance

Government of IndiaGovernment of India

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SEVOTTAMSEVOTTAM – –

Service Delivery Excellence Service Delivery Excellence Model provides a framework for Model provides a framework for organisations to assess and organisations to assess and improve the quality of service improve the quality of service delivery to citizensdelivery to citizens

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GENESISGENESISCitizens CharterCitizens Charter Prepared without involvement of citizens/clients/stakeholdersPrepared 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, Information about charter does not percolate down the line,

hence not implementedhence not implemented

Public Grievance Redress MechanismPublic Grievance Redress Mechanism Not in place in many organizationsNot in place in many organizations Grievances not taken as feedback for improvement of servicesGrievances not taken as feedback for improvement of services Employees not trained for improvement of tasks assignedEmployees not trained for improvement of tasks assigned

Public Delivery StandardsPublic Delivery Standards Not prescribed or not met due to inadequate infrastructureNot prescribed or not met due to inadequate infrastructure Non involvement ,de-motivation and lack of training of Non involvement ,de-motivation and lack of training of

employees at the cutting edge levelemployees at the cutting edge level Lack of proper planning for optimum utilization of resources Lack of proper planning for optimum utilization of resources

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DEVELOPMENT OF ‘SEVOTTAM’ MODELDEVELOPMENT OF ‘SEVOTTAM’ MODEL

Studies by DAR&PG indicated :- Studies by DAR&PG indicated :- unless there is a unless there is a mechanism to assess the impact of these mechanism to assess the impact of these initiatives on service delivery initiatives on service delivery with respect to with respect to certain standardscertain standards, these initiatives would fail to , these initiatives would fail to deliver desired resultsdeliver desired results

DAR&PG developed an assessment-improvement DAR&PG developed an assessment-improvement model with the involvement of Govt. deptts. & model with the involvement of Govt. deptts. & civil society representatives civil society representatives

SevottamSevottam is the initiative for providing an is the initiative for providing an assessment framework to bring about service assessment framework to bring about service

delivery excellencedelivery excellence

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ASSESSMENT FRAMEWORK- IASSESSMENT FRAMEWORK- I

Compliance Assessment - acts as a screening - acts as a screening mechanism to filter out organisations that do mechanism to filter out organisations that do not even enter assessment processnot even enter assessment process

Compliant Organizations should haveCompliant Organizations should have::1.1. Published & approved Citizen CharterPublished & approved Citizen Charter2.2. Circulated Charter among service delivery Circulated Charter among service delivery

unitsunits3.3. Appointed a PG officer & nodal officer for Appointed a PG officer & nodal officer for

citizen charter for the Deptt. citizen charter for the Deptt. 4.4. Published grievance lodging and redress Published grievance lodging and redress

procedure, and timelines for redressprocedure, and timelines for redress

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ASSESSMENT FRAMEWORK -IIASSESSMENT FRAMEWORK -II

Process Quality AssessmentProcess Quality Assessment : acts as a rating : acts as a rating mechanism to assess the quality of related mechanism to assess the quality of related processes and its impact in improved service processes and its impact in improved service delivery from citizens’ perspectivedelivery from citizens’ perspective

This covers the three processesThis covers the three processes: : Citizen chartersCitizen charters Public Grievance Redress Public Grievance Redress Service delivery capability Service delivery capability

Tenor of exercise is not to pass judgement, but to Tenor of exercise is not to pass judgement, but to help start with a self-assessment and build help start with a self-assessment and build capacity to improve service deliverycapacity to improve service delivery

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APPLICATION OF FRAMEWORKAPPLICATION OF FRAMEWORK

Assessment conducted at Assessment conducted at 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

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ASSESSMENT MODEL: ASSESSMENT MODEL: APPLICATIONAPPLICATION

1.1 Implementation

Service Delivery Capability

Inte

gra

ted

Mo

del

fo

r A

sses

sin

g S

ervi

ce D

eliv

ery

Citizen Charter

Public Grievance Redress

Criteria (9)Modules (3)

1.2 Monitoring

1.3 Review

2.1 Receipt

2.2 Redress

2.3 Prevention

3.1 Customers

3.2 Employees

3.3 Infrastructure

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STANDARDS DEVELOPMENTSTANDARDS DEVELOPMENT

Indian Standard IS:15700:2005 formulated on Indian Standard IS:15700:2005 formulated on basis of Sevottambasis of Sevottam

Generic standard –lays down elements of Generic standard –lays down elements of systems with focus on Service Quality, Public systems with focus on Service Quality, Public Grievance Redressal & Citizen interfaceGrievance Redressal & Citizen interface

Sectoral Standards- each organisation has to Sectoral Standards- each organisation has to evolve its own specific standards based on the evolve its own specific standards based on the type of services provided to the stakeholderstype of services provided to the stakeholders

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Assessment Assessment FrameworkFramework

DetailedDetailedGap AnalysisGap Analysis

GAPGAP

Assessment-Improvement FrameworkAssessment-Improvement Framework

Generic StandardGeneric Standard

Self-Assessment Format

Service Delivery Statement (SDS in Annual Report)

Sectoral StandardsSectoral Standards

Edu Post CBDT

Change Change ManagementManagement

Monitoring Monitoring & Control& Control

FeedbackFeedback

SuccessfulApply for Apply for

BenchmarkingBenchmarking

Not Successful

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USAGE OPTIONSUSAGE OPTIONS

As a Self assessment tool by organisations:As a Self assessment tool by organisations:• having business interest, e.g airlines , having business interest, e.g airlines ,

hospitality sectorhospitality sector• having large citizen interface providing utility having large citizen interface providing utility

service, e.g. Post, and Railways.service, e.g. Post, and Railways.• providing services & performing statutory providing services & performing statutory

functions, e.g. Passport office, Customs, functions, e.g. Passport office, Customs, Income Tax Income Tax

Voluntary BenchmarkingVoluntary Benchmarking• In cases of services such as in education & In cases of services such as in education &

health sectors, birth Certificate, land records health sectors, birth Certificate, land records etc.etc.

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Success of SEVOTTAM depends on…

Change Management

Change Management

High Level Commitment

High Level Commitment

Implementation of Framework

Implementation of Framework

Political AdministrativeAdministrativeStakeholder Involvement

Stakeholder Involvement

Criteria Assessment ProcessAssessment Process

Citizens Govt StaffGovt Staff

Mindset Mgmt SystemsMgmt Systems

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SEVOTTAM MODEL: STRENGTHSSEVOTTAM MODEL: STRENGTHS

Citizens’ Perspective- from Citizens’ Perspective- from administration to serviceadministration to service

Emphasis on self assessment leading Emphasis on self assessment leading to improvementto improvement

Dynamic modelDynamic model Greater employee participationGreater employee participation Mind set changesMind set changes

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SEVOTTAM – WAY FORWARDSEVOTTAM – WAY FORWARD

PMO directive to implement Sevottam in PMO directive to implement Sevottam in central Ministries/Departments in two central Ministries/Departments in two yearsyears

Presently being implemented in 10 Presently being implemented in 10 departmentsdepartments

Plan to support State Governments in Plan to support State Governments in implementing this model under DFID implementing this model under DFID supported Capacity Building for Poverty supported Capacity Building for Poverty Reduction ProgrammeReduction Programme

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Thank YouThank You