initiative in · pdf filevarious activities under sevottam with pwhc ... step 1 –assess...
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1
Initiative in KarnatakaFor Capacity Building
in
Public Service Delivery
Dr. Amita Prasad, IAS.,
Director General,
ATI, Mysore
(30
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SEVOTTAM initiatives in Karnataka
Pre-Launching of SEVOTTAM Cell:
The DARPG-GoI selected Dept of Women &
Child Development, GoK for SEVOTTAM
initiatives wide letter dated 04.11.2008.
Appointed PWHC as consultants to guide the
initiatives Identified ATI Mysore for capacity
building activity.
The activities were funded under DfID-CBPR,
GoI.
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Scope of Project
• Developing Methodology for implementation
of Quality Management System.
• Setting Standards with Stakeholders
participation.
• Six months operation of project to develop
implementation process.
• To help ATI to build capacity of its
Coordinators.
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ICDS in Karnataka
Shows 71.3% coverage (2008-09).
Karnataka 18th in Health and Nutrition
Parameters.
Average performance in immunization
Hence Sevottam introduced as “Assessment
Improvement” Model for improving service
delivery.
Contd….!
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ICDS scheme selected for Sevottam Initiative
(2009-10).
ATI, Mysore given responsibility for building
capacity and training.
Raichur and Chamrajanagara Districts
selected for pilot study.
5 Anganwadi is one circle selected.
Contd….!
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Time Lines of Project
Inception Report February 2009.
User Manual March 2010.
User Manual for Implementation April
2010.
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Sevottam Reports
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Training at ATI ATI organised Training programme both at ATI
and District Level.
Training for Anganwadi workers.
ATI nominated two Faculties to coordinate
various activities under SEVOTTAM with PWHC
& DWC.
Chamarajanagar & Raichur Districts were
selected by the Dept for the Sevottam
Initiatives.
PWHC prepared Action Plan & discussed with
the DG ATI on 18.2.2009.
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PWHC prepared following Reports & Discussed with
ATI:
Inception Report-February-2009.
AS IS Analysis Report-March-2009.
QMS & Implementation Methodology-Nov ’2009
Note on Insights into Implementation Process-
March-2010.
Documented Service Delivery Process-March-2010
User Manual for Implementation of SQS-April-
2010.
Annexure to User Manual-April-2010.Contd….!
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Step 1 – Assess
Step 2 – Design
Step 3 – Construct
Step 4 – Implement
They included – Process related Beneficiary
feedback.
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Insights into Implementation
Sevottam Requirement Action Taken
Commitment of topManagement
Project Coordination Mechanism
Service Quality Objectives andComplaints handling areestablished
Better training
Good Documentation Institutionalization of the Quality Management System.
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Training Programme for DWCD interaction : Dr. Sanjeevan Bajaj & DG-ATI
Secretary DPARG addressing Participants during his visit
Training Activities
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The Secretary, DARPG is looking to the Citizen Charter of DWCD Mysore District and Interacting with the officers
Training Programme for DWCD interaction : Dr. Sanjeevan Bajaj & DG-ATI
Formulation of Citizen Charter Group Activity in progress
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Visit of Secretary DARPG-GoISri. R.C. Misra I.A.S., Secretary, DPPG
& DARPG-GoI Visited Sevottam Cell
on 28.07.2011.
His Observations as per Visit Report
dated 09.08.2011:
The Cell is fully Functional,
Very Good Infrastructure,
Impressed with the clear
understanding of the SEVOTTAM
Model by the Officers of Women &
Child Development trained by
SEVOTTAM Cell
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Training Evaluation
Six Courses held as on July, 2011
No of Participants: 135
No of Dist represented: 15
Evaluation points (Average)
1. Most Useful for the job : 3.8/4
2. Met the objectives : 3.5/4
3. Training Enviornment (Overall): 3.6/4
4. Reading Material : 3.6/4
5. Overall weight average : 3.5/4
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Feedback
Participants were made aware of Quality
Management and Sevottam Module.
Due to lack of support from department
pilot could not be upgraded.
Five (5) Anganwadis adopted in pilot
study are continuing with new initiative.
The department has changed its feeding
pattern making user friendly.Contd….!
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The department has developed Citizen
Charters for all district offices and also all
Anganwadis.
Enabled the department to deliver services
under KGSC (SAKALA)
After withdrawal of PWC the programme
could not be sustained though ATI has
continued with Training in Sevottam for
selected departments.
Contd….!
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Lessons Learnt
Revision of Citizen Charter taken up
with help of ATI.
Survey of Citizen Satisfaction.
Infrastructure facility Assessment Survey
undertaken.
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What needs to be done
Internal Audit to be strengthened.
Management Review of Sevottam
implementation every six months.
Process performance needs to be
reviewed.
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Govt. of Karnataka has constituted SEVOTTAM
Implementation Committee vide GO: Dated
09.11.2011.
SEVOTTAM Training Cell to take up Capacity
building Training activities for DWCD, Urban
Development, RDPR, Industries and Commerce
and Health and Family Welfare.
Conduct Perception studies as to the Quality,
Expectations of the People and Service
Providers.
Contd….!
Way Forward
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Facilitate departments to Identify Gaps in
Service Delivery Mechanisms & means to
address those gaps.
Facilitate formulation of Citizen’s Charters
& PGRS.
Guide departments to prepare for
SEVOTTAM Certification.
Contd….!
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THANK YOU