Sevottam (excellence in public service delivery)


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This presentation was made to a group of government officials with the aim of introducing them to the concepts and processes of service excellence.

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  • ISO – IN organization for standardization
  • Grievance: expression of dissatisfaction made to an organisation related to its products/ services/ processes where a response is explicitly or implicitly expected. Complaints against non-delivery of services as outlined in the charter
  • Introduced in 2004-06. Piloted in few departments with large citizen interface 2009-10 – action plan to intensify the exercise
  • Grievance: expression of dissatisfaction made to an organisation related to its products/ services/ processes where a response is explicitly or implicitly expected. Complaints against non-delivery of services as outlined in the charter
  • Sevottam (excellence in public service delivery)

    2. 2. Quality in service delivery What constitutes satisfactory or acceptable quality of service delivery ? How to make quality uniform across places? Going the way? Role of standards
    3. 3. Sevottam Seva + Uttam A mark of excellent quality of a public service Represents conformance to the BIS standard IS 15700:2005 Inspired by UK Charter Mark, Malcolm Balridge and ISO series, tailor- made for Indian government organizations Driven by Department of Administrative Reforms and Public Grievances (DAR&PG) A Quality Management System Laying down and clearly communicating service standards & Ensuring that these are constantly met
    4. 4. Background to Sevottam Key components of service delivery Standards + Grievance redress CITIZEN’S CHARTER Reality Written declaration by a public  Prepared without involvement of service provider that highlights stakeholders standards of service delivery  No relation with service delivery Empower citizens/clients to demand improvement services as per committed standards  Information about charter does not percolate down the line, hence not implemented PUBLIC GRIEVANCE REDRESS  Organizations needs to have  Not in place in many organizations systems and processes to receive,  Grievances not taken as feedback for record, investigate, analyze, improvement of services  Employees not trained for improvement of prevent and redress grievances tasks assigned
    5. 5. BACKGROUND TO SEVOTTAMNeed for a standard to:Align service delivery performance with citizen’sexpectations Establish a benchmark of quality of service delivery Provide incentives to public service organizations toacquire and retain the markEnable continuous improvement, performanceassessment and grading of organizations
    6. 6. Sevottam componentsCitizen’s Charter Design and implement a citizen’s charter, monitor its implementation, and review it in the light of feedback received from citizens and employeesPublic Grievances Develop a mechanism of receiving, resolving and preventing public grievancesCapability for Service Delivery Know customers’ and employees’ feedback Improve capabilities & resources to match them
    7. 7. Implementing Sevottam Citizen’s CharterCover page - UniformVisionMission No. Main services Time lines Officer responsible for Contact details of delivery of services the officerService Standards  Names and contact details of Public Grievance Officer  Helpline number/ website URL to lodge grievancesGrievance Redress Mechanism  Responses to be expectedStakeholders/ Clients  Time line for redressResponsibility centres and subordinate organisations under thedepartmentIndicative expectations from service recipientsMonth and year for next review of the charter
    8. 8. Charter design and implementation processCollect Receive inputs throughinformation on Collect information Plan for stakeholder stakeholder consultationsservices standards on service standards consultations on serviceachieved/ can be achieved by standards of departments/ field  Administer survey toolsachieved by the responsibility centres units as per survey planDepartment  Analyse data collected through survey tools  Prepare list of Identify services  Identify stakeholder groups  Prioritize stakeholder field units delivered to be consulted expectations  Prepare a list of Identify  Prepare plan to receive services offered indicators to stakeholder inputs Consolidate internal by field units information and stakeholder measure service  Design tool to collect data on  Estimate current consultation results standards citizen expectations service standards Estimate current  Design tool for stakeholder  Compare existing achieved by field service consultations on service and service standards with units standards service standards stakeholder  Document role expectations Document  Design tool for external of department in current service expert consultations on  Finalise standards of service delivery standards service and service standards service delivered by by field units Department
    9. 9. Charter design and implementation process Initiate process for Ensure Prepare Charter Publish charter in Sevottam implementation of and get approval public domain compliance by charter by staff responsibility centres  Prepare draft  Upload on  Send citizen’s charter department communication  Circulate for website to all staff  Provide inputs to comments field units  Provide printed  Conduct  Finalise charter copies to various training/orientati  Agree roadmap stakeholders on session for with field units  Make bilingual versions  Disseminate staff on charter charter contents through help desks etc Charters Ministry of Drinking water supply
    10. 10. Grievance Redress Mechanism  Information on receiptNo. Date of Name Address Landline Whether Subject of Office Brief Date of Date of receipt /Mobile / acknowledgeme grievance Description acknowle redress email nt given at the dgement time of receipt  Communication to complainant At the time of During redress, if not At the time of final complaint redressed in time redress  Grievance number to facilitate monitoring and reminders  Information on reasons for  Actions taken for redress delay  If not satisfied with redress,  Expected time of redress  Updated expected time of avenues for pursuing the  If not addressed in time, redress matter further action to be taken by complainant
    11. 11. Grievance Redress Mechanism Criteria for classification Time norms for redress Level of responsibility for redress Criteria Grievance Timeline for Timeline for Timeline for Timeline category redress at redress at redress at for redress level 1 level 2 level 3 at level 4Charter relatedPolicy relatedPersonnel relatedPensioners’ relatedVigilance related Analysis and Prevention Date and Grievance Systemic causes Action Planned date and Action description of prone areas identified required to authority taken date grievance identified improve responsible for system taking action
    12. 12. GRM design and implementation processDesign of GRM  Prepare list of data item to be captured in the GRM Implementation of  Prepare the internal GRM process flow chart for  Implement the process flow Grievance Prevention GRM through existing systems  Training/workshop on GRM  Conduct systemic analysis  Initiate process for automation related decision  Identify grievance prone areas ad  Launch the GRM remedial actions  Publicize the GRM  Take follow up action  Periodic review of GRM to address grievance prone areas
    13. 13. Service Delivery Capability Understanding customer expectations Motivation and training of employees Availability of adequate hard and soft infrastructure for service delivery
    14. 14. Process Stakeholder feedback on Baseline/As-is study Gap analysis mapping service standards List the documents containing information necessary for managing  List issues to address  Identify service  Break up the service quality service while settings standards recipient groups who List activities need to monitor delivery work need to be better  List the systems needed achievement of standards contained flow into informed distinct steps for smooth delivery of in charter routine services  Develop method to List activities needed to progressively  Gather collect data on improve service standards information  List the systems need needed to information needs of List periodic checks needed toe for continuous improve and service recipients ensure effectiveness of improvement for standardise Collect and analyse data communications service delivery  each step List areas where use of technology is  Aggregate the known to improve service delivery Root cause analysis Resource Base Assessment time needed List prizes /awards for motivating staff for to provide better services completion  Identify HR  Identify the cases where List activities which are commonly and transition requirements for each service was not delivered used to receive service recipient  Identify finance service as per standards List areas where periodic review is requirements required to keep up with changing  Identify  Categorise the cases environment improvement according to the reason  Identify infrastructure opportunities requirements List service delivery improvement for nota achieving areas for regular review by top standards  Office management management systems assessment
    15. 15. Integrated model for assessing service deliveryModule (3) Criteria (3)Citizen Charter 1.1 Implementation 1.2 Monitoring 1.3 ReviewPublic Grievance Redress 2.1 Receipt 2.2 Redress 2.3 PreventionService Delivery Capability 3.1 Customers 3.2 Employers 3.3 Infrastructure
    16. 16. Institutional arrangements Steering group at apex level Working Group at Apex level Multiple implementation committees
    17. 17. Intended outcomes of Sevottam implementation IMPROVEMENT IN QUALITY OF PUBLIC SERVICE DELIVERY Citizen empowerment Redress satisfaction Capacity enhancement Citizen’s Charter Public Grievance Public Grievance Service Delivery Service Delivery Citizen’s Charter Redress Redress Capacity Capacity INTEGRATED APPROACH INTEGRATED APPROACH
    18. 18. Sevottam assessment frameworkFirst level assessmentA screening mechanism to filter out organizations that do noteven enter assessment processHas the department published and approved a Citizen Charter?Has the department circulated Charter among service delivery units?Has the department appointed a senior officer as Director of PublicGrievances /nodal officer for citizen charter ?Has the departments et up a task force for formulation, implementation andreview of citizens charter as per standards and for conducting self assessmentwith the involvement of representative citizen groups?Has the department ppublished grievance redress procedure and timelines ?
    19. 19. Sevottam assessment framework-II Process Quality Assessment A rating mechanism to assess the quality of related processes and its impact in improved service delivery from citizens’ perspective Module/Criteria/Element Systematic Adhoc 5 4 3 2 11 Citizen’s Charter1.1 Charter implementation1.1.1 How do you determine the citizen groups and what services do you offer them?1.1.2 How do you meet the service expectation of your citizen’s group?1.1.3 How do you ensure that frontline staff and citizen groups are aware of the charter
    20. 20. SEVOTTAM SUCCESS Success of SEVOTTAM depends on… High level Change commitment Management Management MindsetPolitical Administrative systems Implementation Stakeholder of framework involvement Assessment Government Criteria Citizens process staff
    21. 21. Sevottam Link with Results Framework Document Link with Right to Services Act Link with single window portals Link with open government
    22. 22. Thank You