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SEVOTTAM



The Sevottam framework has basically three modules - Citizen Charter, Public Grievance Mechanism and Service Delivery Capability. Each of the modules is further divided into three criteria and eleven elements each. The framework helps Government Departments towards improving their public service delivery.

The Performance Management Division of the Cabinet Secretariat has included two modules of the Sevottam framework as mandatory success indicator in the Result Frame Document (RFD) 2010-11 for 62 Ministries/Departments approved under Performance Monitoring and Evaluation System (PMES) by Hon’ble Prime Minister. These success indicators are called “Sevottam compliant system for citizens / client charter” and “Sevottam compliant system for public grievance redress”.

The Second ARC in –
“Citizen Centric Administration The Heart of Governance” – has recommended that Union and State Governments should make the Seven Step Model outlined mandatory for all organizations having public interface which was accepted by the Government of India. The ARC had made the recommendations after studying the Sevottam model which the Commission felt wa s a step in the right direction.

What is Sevottam


Sevottam literally is the combination of Hindi words ‘SEWA + UTTAM’, meaning uttam sewa i.e. excellence in services. The Sevottam model was developed with expert support after studying international best practices, stake-holder consultations and field validity. It has basically three modules - Citizen Charter, Public Grievance Redress Mechanism and Service Delivery Capability. Each of the modules is further divided into three criteria and eleven elements each. The framework helps Government Departments towards improving their public service delivery.

Sevottam as Pilot Project

Initially, Sevottam framework was undertaken from April 2009 to June 2010 in ten Departments of the Government having large public interface. These are, Department of Post, CBEC, CBDT, Railways, Passport office, Pensions, Food Processing, Corporate Affairs, Kendriya Vidyalaya Schools and EPFO. All these organizations have declared standards and implemented in pilot locations. The Project is now being extended to 62 ministries of the Government.

Sevottam in Operation
The Seven Steps to Sevottam are - Define all services which a department provides and identify clients; Set standards and norms for each service; Develop capability to meet the set standards; Perform to achieve the standards; Monitor performance against the set standards; Evaluate the impact through an independent mechanism and Continuous improvement based on monitoring and evaluation results.
Seven Steps to Sevottam Compliant Grievance Redress System are - Well established system of receipt of grievances; Convenient for all users and its wide publicity; Timely acknowledgement; Time norm for redress; Communication of action taken on redress; Platform for Appeal and Analysis of grievance prone areas for making systemic improvements.

Preparing more departments for Sevottam

The Department of Administrative Reforms & Public Grievances organised between August 30 and September 21, 2010 four workshops, each of two day duration, for officers responsible for implementing the Sevottam compliant citizen charter in 62 ministries/departments of the Government. The aim of the workshops was to facilitate preparation of Sevottam Compliant Citizen Charters and Grievance Redress Mechanism for Ministries/Departments of the Government and its Organizations for modernizing governance through better and enhanced results oriented Public Delivery System to the Citizens/Clients/Stakeholders.
The Agenda of the workshops was: Sevottam Compliant Citizens’ Charters and Grievance Redress Mechanism; Modernizing Governance through Strategic Commitment, Awareness and Outreach and Enhanced Performance and Result in Outcome. It included sessions on the concept of Sevottam, Sevottam Compliant Citizen’s/Client’s Charter, Sevottam Compliant Grievance Redress Mechanism (GRM), and linkages between Sevottam, Strategy and Results Framework Document (RFD).
The participants in these workshops included two officers of Joint Secretary/ Director level from each of the 62 Central Ministries included in the Results Framework Document for 2010-11, and one or two representatives from select Training Institutions such as Indian Institute of Public Administration, New Delhi; Institute of Secretariat Training and Management, New Delhi; State Administrative Training Institute, Jaipur; State Administrative Training Institute, Chandigarh; Centre for Good Governance, Hyderabad and Administrative Staff College of India, Hyderabad. As such a total of about 250 officers participated and were trained through these four workshops.
The first workshop was inaugurated by Shri Prithviraj Chavan, Minister of State for Personnel, Public Grievances & Pensions. These workshops were organised in collaboration with Performance Management Division of Cabinet Secretariat and FICCI Quality Forum as Consulting Partner. Cabinet Secretary, Shri K.M. Chandrasekhar, Member planning Commission Shri Sam Pitroda and UIDAI chairman, Shri Nandan Nilekani took part in the workshops.

Implementation of the Concept
The Performance Management Division of the Cabinet Secretariat has included two modules of the Sevottam framework i.e. Citizen Charter and Public Grievance Mechanism, as mandatory success indicators in the Results Frame Document (RFD) 2010-11 for 62 Ministries/Departments approved under Performance Monitoring and Evaluation System (PMES) by the Prime Minister. The four workshops held would facilitate these Ministries/Departments in achieving the Sevottam compliance success indicators under Results Frame Document. December 30, 2010 has been fixed as the target date for the formulation of Sevottam Compliant Citizen’s / Client’s Charter. To facilitate meeting the target date, a Helpdesk for Sevottam related queries has been made available at sevottam@nic.in.

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