The document discusses the concept of Sevottam and citizen-centric administration in India. It explains that Sevottam represents conformance to the BIS standard for quality management systems in public service organizations. The key aspects of Sevottam include developing citizen charters with clear service standards, establishing public grievance redress mechanisms, and ensuring the capability to deliver services according to the standards. The document recommends that government departments implement the "seven-step model" outlined in the 12th Administrative Reforms Commission report to make administration more transparent, accountable, and responsive to citizens.

1. UTTAM SEVA
PUBLIC SERVICE DELIVERY
DR. RAHUL SINGH
DEPARTMENT OF ADMINISTRATIVE REFORMS
GOVERNMENT OF UTTAR PRADESH
LUCKNOW
Implementing
Sevottam

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. 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. ARC 12TH
REPORT-CITIZEN
CENTRIC ADMINISTRATION
Para 4.6.2- Government Organisation
Transparent
Accountable
Citizen friendly

5. Para 4.6.2-making Citizen’s Charter
effective
One size does not fit all
Citizens’ charter should be prepared for each
independent unit under the overall umbrella of
organisation charter
Wide consultation with civil society
Firm commitments
Internal process & structure to meet
commitments given in charter
Redressal mechanism
Periodic evaluation of charter
Feedback
Accountability of officers

6. Para 4.9- The ARC Seven-step
Model
for Citizen Centricity
All government departments should make
the seven-step model as outlined in para
4.9 mandatory for all Public Interface
Organisation.
There are 42 Public interface departments
selected in the Government of U.P
The top management has the dual
responsibility of setting standards for
itself as well as guiding the subordinate
offices in setting their own standards.

7. Seven- Step model
1. Define all services which you provide and
identify your clients
2. Set standards and norms for each service
3. Develop capability to meet standards
4. Perform to achieve the standards
5. Monitor performance against the standards
6. Evaluate the impact through an
independent mechanism
7. Continuous improvement based on
monitoring and evaluation results

9. Recommendation Status
Recommendation accepted by Core
group of Administrative reforms (CGAR)
headed by Cabinet Secretary, Govt of
India.
In Uttar Pradesh, a committee has been
formed under the chairmanship of IDC
vide notification no. 3/43-1-2010 dated:
23/04/2010

10. Para 4.9.9( Seven Step Model)
Recommendation No.8
 Instructions have been issued to 42 public
interface departments to develop and
implement “Sevottam Model” in their
departments.
 Instructions have also been issued to ATI and
different training institutes to include training
in each training session on the Sevottam
Model.
 ATI has to train officers of several
departments on Sevottam Model with the help
of Government of India.
 Awas Vikas Parishad and Rajya Peyjal Mission
Office have developed Sevottam Models.
 Awas Vikas Parishad is the first organisation
of the Govt of UP to get Indian Standard

11. Para 4.9.9( Seven Step Model)
Recommendation No.8
Fundamental tenet of Sevottam is
laying down and clearly
communicating Service Standards
(including standards for grievance
redress) and necessary steps to
meet that standard.
Time frame should be defined.

12. Modules of Sevottam
Framework
Module 1- Citizen Charter (with
measurable service standard)
Module 2- Public Grievances
Redress Mechanism (through
CPGRAMS)
Module 3- Service delivery
capability – Capacity building for
service delivery by Re-engineering,
Infrastructure enhancement, IT
Upgradation, Employee skill
building etc.

13. Citizens’/ Clients’ Charter
Citizen Charter deals with public
directly while clients’ charter does not
deal with public directly.
Govt agency may also be a client
charter.
Charter is a set of commitments made
by a deptt regarding standard of
services which it delivers.
Charter yet not enforceable in a court
of Law.
Bureau of Indian Standards( BIS)
15700:2005 defines grievance as an
expression of dissatisfaction made to
an organisation related to its product,

14. GRM- Grievances Redress
Mechanism
It is set up by an organisation to :
 Receive record
 Investigate
 Redress
 Analyse
 Prevent
 Appropriate action in respect of grievances
lodged against them
 GRM may also be received by client department
 CPGRAMS ( Centralised Public Grievances
Redress and Monitoring system) – internet
based facility
 http://pgportal.gov.in; www.darpg.nic.in

15. Service Delivery Capability
Resources
 Human resource
 Number, quality, skill, experience
 Physical and material resource
 Infrastructure
 Financial resource
 Budget and funds
 Information resource
 Database , statistical wing
 Intangible assets
 Goodwill, patents etc

16. IS 15700:2005
Bureau of Indian standards (BIS) has been involved in
 Formulation of National Standards
 Operation of Product Certification scheme
 Management system certification scheme
 Training
BIS has prepared an Indian Standard, namely,
‘IS15700:2005 Quality Management
Systems- Requirements for Service Quality by
Public Service Organisations’.
This is a generic standard specifically designed
for Service organisations.
BIS is operating Service Quality Management
System Certification Scheme (SQMSCS) for
Public Service Organisations according to IS

17. IS 15700:2005
IS 15700:2005 may be implemented by
PSOs to demonstrate their ability to
consistently provide effective and
efficient services which meets
customer and applicable legal,
statutory and regulatory requirements
to enhance customer satisfaction and
for continual improvement in their
services and service delivery
processes.
This standard includes:
 Formulation of realistic Citizen’s Charter
through a consultative process.
 Identification of services rendered, service
delivery processes, their control and delivery
requirements.
 An effective process for Complaints Handling.

18. Measuring Quality of Services
BIS –Indian Standard 15700:2005
defines :
I. Public service organisation- service
provided to public e.g Govt bodies
II. Quality – to fulfill the requirement
III. Service – to meet customer
requirement
IV. Service delivery- output to meet
customer requirement
V. Service quality objective- fulfilled or
not

19. They Expect MORE…….
.

21. Citizen CharterCitizen Charter
The concept of Citizen’s CharterThe concept of Citizen’s Charter
enshrines theenshrines the trusttrust between thebetween the
service provider and its users.service provider and its users.

22. Citizen Charter is forCitizen Charter is for
Good GovernanceGood Governance
The Charter should be anThe Charter should be an
effective tool to ensureeffective tool to ensure
transparency andtransparency and
accountability and shouldaccountability and should
help deliver goodhelp deliver good
governance ifgovernance if
implemented vigorously byimplemented vigorously by
the governmentthe government

23. Good GovernanceGood Governance
TransparencyTransparency
AccountabilityAccountability
ResponsivenesResponsivenes

24. TransparencyTransparency
Right to information:-Right to information:-
Transparency reduces uncertainity andTransparency reduces uncertainity and
unpredictability in out come as relevantunpredictability in out come as relevant
facts are available to citizens.facts are available to citizens.
“The purpose of a government is to make it easy
for people to do good and difficult to do evil”
- Sir Gladstone

25. TO MY CUSTOMER,TO MY CUSTOMER,
•I may not have theI may not have the
Answer, But I will find it.Answer, But I will find it.
•I may not have the time,I may not have the time,
But I will make it.But I will make it.
AccountabilityAccountability

26. RESPONSIVENESS
As public services are funded
by citizens, either directly or
indirectly through taxes, they
have the right to expect a
particular quality of service
that is responsive to their
needs and is provided
efficiently

27. What is a Citizen’s Charter
27
 Expression of an understanding
 Between citizens and provider of a
public service
 With respect to the quantity and quality
of services
Essentially about the rights of the
public and the obligations of the
public servants

28. In practical terms…
28
Citizen’s Charter is a
written
voluntary
declaration
by service providers that highlights
 standards of service delivery that they subscribe to,
 availability of choice for citizens,
 avenues for grievance redressal, and
 other related information

29. What is Citizen Charter?
A document representing a systematic
effort to focus on the commitment of the
Organisation towards its Citizens in
respect of
 Standard of Services
 Information
 Choice and Consultation,
 Non-discrimination and Accessibility,
 Grievance Redress,
 Courtesy and Value for Money
It includes expectations of the
Organisation from the Citizens for
fulfilling its commitment.

30. Why Citizen Charter?
 To make administration
accountable and citizen friendly.
 To ensure transparency
 To take measures to improve
customer service.
 To adopt a stakeholder approach.
 to save time of both
Administration and the citizen

31. Components of Citizen
Charter
Vision and Mission Statement of the
Organisation
Details of Business transacted by the
Organisation
Details of ‘Citizens’ or ‘Clients’
Statement of services including standards,
quality, time frame etc. provided to each
Citizen/ Client group separately and how/ where
to get the services
Details of Grievance Redressal Mechanism and
how to access it
Expectations from the ‘Citizens’ or ‘Clients’
Additional commitments such as compensation
in the event of failure of service delivery.

32. Purpose of our Citizen Charter
 To describe the products and services, customers
of these services, delivery standards and the
complaint mechanism
 To Inform the facilities available to the
customers and what the customer can expect
from Department
 To show the details of action being taken to
improve the services
 also meant to serve as a guide to the post
offices, mail business centres and all those
responsible for implementing the charter and
improving the quality of service to the customers.

33. Citizen Charter is forCitizen Charter is for
effective Service delivery.effective Service delivery.
““Implementation of citizen charter ensures betterImplementation of citizen charter ensures better
service delivery”.service delivery”.

34. Citizen Charter
It consists of 9 sections
1. Cover page
2. Vision- result framework document
3. Mission- department strategy
4. Service standard
S.No Main
service
Time
line
Officer
responsible
Contact details

35. Citizen Charter
5. GRM
 Name and contact details of Public grievance
officer
 Helpline number
 Response to be expected by person lodging the
grievance
 Timeline for redressal
6. Stakeholders/ clients
 Strategy development process
7. Responsibility centers (RC) & subordinate
organisation
8. Indicative expectations from service recipients
 Responsibilities of the citizen to avail services
of particular organisation /deptt
9.Yearly Review of Charter

36. Charter Design and
Implementation Process
Step 1- Collect information for
service standard
 Task 1- identify services delivered
 Task 2- identify indicators to measure service
standards
 Task 3- estimate current service standards
 Task 4- document the current service standard-
create formal document
Example: Janhit Guarantee Act

37. Charter Design and
Implementation Process
Step 2- Collect Information on service
standards achieved by Responsibility
Center (Step 2 not applicable for some
departments not having RC)
 Task 1- prepare list of RC- total sub-
ordinate offices upto field level
 Task 2- prepare list of services offered by
RC
 Task 3- estimate current service standards
achieved by RC
 Task 4- documentation role of department
in service delivery by RC

38. Charter Design and Implementation
Process
Step 3- plan for stakeholders
consultation on service standards of
Govt. Deptt and RC
 Task 1- identify stakeholder groups to be
consulted e.g mahila bal vikas, NGO, ATI,
UNICEF, Health deptt. Etc
 Task 2-Prepare plan to recive stakeholder input
 Survey plan, sample, random selection
 Task 3- design tool to collect data on service
recipient expectations.- what needed- as per
requirement develop format or collecting data
through task 2. (e.g socio-economic condition)
 Task 4- Design tool for internal stakeholders’
consultation on service and service standard
 Consult with officials and staff dealing in
delivery
 Develop questionnaire
 Task 5- design tool for external expert
consultation on services and service

39. Charter Design and Implementation
Process
Step 4: Receive inputs though stakeholder
consultations
 Task 1- administer survey tools as per
survey
 Task 2- Analyse data collected
 Task 3- priortize stakeholder expectation
Step 5: consolidate internal information
and stakeholder consultation results
 Task 1 compare existing service standards with
stakeholders expectation
 Task 2: finalise standards

40. Charter Design and Implementation
Process
Step 6- prepare charter and get approval
 Task 1- prepare draft of charter
 Task 2- circulate draft for comments
 Task 3- Finalise charter
 Task 4- get it approved
Step 7- publishing
 Task 1- upload the charter on website
 Task 2- provide printed copies to library,
Bhasha, Information and Administrative
Rreforms deptt.
 Task 3- disseminate

41. Charter Design and Implementation
Process
Step 8- implementation of charter
 Task 1- send communication to all staff
 Task 2- conduct training session on
citizen charter from top office to
bottom office of a department
Step 9- initiate process for
sevottam compliance by RC
 Provide input to RC
 Agree road map with RC

42. CITIZEN CHARTER
LESSONS
LEARNT

43. Lessons Learnt-1Lessons Learnt-1
As with any new effort, the Citizen’s CharterAs with any new effort, the Citizen’s Charter
initiative is bound to be looked at initiallyinitiative is bound to be looked at initially
with skepticism by bureaucrats as well aswith skepticism by bureaucrats as well as
citizens.citizens.
Hence, an effective awareness campaignHence, an effective awareness campaign
amongst all the stakeholders at the initialamongst all the stakeholders at the initial
stage is essential to overcome thisstage is essential to overcome this
skepticism. These awareness campaignsskepticism. These awareness campaigns
should be designed and delivered innovativelyshould be designed and delivered innovatively
and effectively.and effectively.
mplementation

44. Lessons Learnt-2Lessons Learnt-2
The issuance of Citizen’sThe issuance of Citizen’s
Charter will not changeCharter will not change
overnight the mindset of theovernight the mindset of the
staff and the clients,staff and the clients,
developed over a period ofdeveloped over a period of
time. Therefore, regular,time. Therefore, regular,
untiring and persistentuntiring and persistent
efforts are required to bringefforts are required to bring
about attitudinal changes.about attitudinal changes.
mplementation

45. Lessons Learnt-3Lessons Learnt-3
A new initiative always encounters barriers andA new initiative always encounters barriers and
misgivings from the staff. There is a naturalmisgivings from the staff. There is a natural
resistance to change, particularly among theresistance to change, particularly among the
cutting-edge staff.cutting-edge staff.
Involving and consulting themInvolving and consulting them atat
all the levels of formulation and implementation ofall the levels of formulation and implementation of
Citizen’s Charter will go a long way in overcomingCitizen’s Charter will go a long way in overcoming
this resistance and will made them an equalthis resistance and will made them an equal
partner in this exercise.partner in this exercise.
mplementation

46. Lessons Learnt-4Lessons Learnt-4
Instead of trying to reform allInstead of trying to reform all
the processes at once andthe processes at once and
encounter massive resistance,encounter massive resistance,
it is advisable toit is advisable to break thebreak the
tasks into small componentstasks into small components
and tackle them one at a time.and tackle them one at a time.
mplementation

47. Lessons Learnt-5Lessons Learnt-5
The charter initiative should haveThe charter initiative should have
aa built-in mechanismbuilt-in mechanism
for monitoring,for monitoring,
evaluating andevaluating and
reviewingreviewing
the working of the Charters,the working of the Charters,
preferably through an outsidepreferably through an outside
agencyagency
mplementation

48. Complaints
Friendly

49. RememberRemember
Without a good complaintWithout a good complaint
redressal system,redressal system,
Citizen’s Charters have noCitizen’s Charters have no
effect. Departmentseffect. Departments
should establish highlyshould establish highly
credible & responsivecredible & responsive
complaints procedurescomplaints procedures
and redressal systems.and redressal systems.

50. Right attitude to ComplaintsRight attitude to Complaints
• • Listening sympathetically to people who have felt aListening sympathetically to people who have felt a
cause to complain;cause to complain;
• • Recognizing that complaints handling is an integralRecognizing that complaints handling is an integral
part both of good service and customer care and not apart both of good service and customer care and not a
nuisance;nuisance;
• • Understanding the benefits of good complaintsUnderstanding the benefits of good complaints
handling and consequences of poor complaintshandling and consequences of poor complaints
handling and welcome complaints as an opportunity;handling and welcome complaints as an opportunity;
• • Putting things right for the citizen and to learn thePutting things right for the citizen and to learn the
lesson and improve service.lesson and improve service.

51. ComplaintsComplaints
i. i. Be easily accessible and well publicized;Be easily accessible and well publicized;
ii. Be simple to understand and use;ii. Be simple to understand and use;
iii. Be speedy, with established time limits for action andiii. Be speedy, with established time limits for action and
keeping people informed of progress;keeping people informed of progress;
iv. Be fair, comprehensive and impartial in its investigation;iv. Be fair, comprehensive and impartial in its investigation;
v. Be confidential, to maintain the confidentiality of both thev. Be confidential, to maintain the confidentiality of both the
staff and the complainant;staff and the complainant;
vi. Be informative, providing information to top managementvi. Be informative, providing information to top management
so that services can be improved;so that services can be improved;
vii. Set out clearly the volume of complaints, broken down byvii. Set out clearly the volume of complaints, broken down by
different categories;different categories;
viii. Include an analysis of response time;viii. Include an analysis of response time;
ix. Inform the complainant of the proposed action.ix. Inform the complainant of the proposed action.

52. 52
Objectives……. Understand
 The Purpose of the Grievance Procedure
 How to Prevent a Grievance
 Grievance Timelines
 Benefits of Early Settlement
 Steps in the Grievance Process
 Preparing for a Grievance
 Conducting the Grievance Meeting
 Preparing the Grievance Response

53. “ can be any discontent or
dissatisfaction, whether expressed or
not, whether valid or not, and arising
out of anything connected with the
company that an employee thinks,
believes, or even feels as unfair,
unjust, or inequitable.”
A grievance……..”

54. Grievance vs Discipline
GRIEVANCE
Provides the
employer with a
process for resolving
a complaint they are
unable to resolve
through regular
communications
with their
superior/manager
DISCIPLINE
Gives employer a
process for handling
an employee who is
not meeting the
expected standards
of performance or
behaviour.
54

55. 55
Purpose of the Grievance
Procedure
Allow employees and management
to resolve problems
Allow employees to voice
concerns workplace and
environment
Keep lines of communication open

56. 56How to Prevent a Grievance
Identify potential causes
Correct problems promptly
Encourage corrective suggestions
Establish and reaffirm policies and work
rules
Communicate and give advance notice of
changes
Keep employees informed of their progress
Be objective
Learn to listen
Be consistent

57. 57
If you Receive an Employee Grievance
First and foremost…
 Don’t panic!
 Hold your temper!
 Take charge!
 Consider the possibility of early settlement…

58. Five Points to Prepare
Grievances
Listen to the
facts
from the worker
Listen to the
problem as
presented by the
worker and then
ask questions to
make sure you
have the facts
correct and
understand the
situation.

59. Five Points to Prepare
Grievances
Test for a grievance
Check the problem
with the contract to
see if there is a
violation involved.
The problem may not
involve the contract,
but may have a
solution elsewhere.

60. Five Points to Prepare
Grievances
Investigate
Before writing the
grievance, double
check the facts
as thoroughly as
you can with
whatever records
are available and
other persons
who may be
involved.

61. Five Points to Prepare
Grievances
Write the grievance
Our contracts call for
written grievances.
Write a simple
statement and
conclude with the
specific remedy
sought. Use the
proper forms.

62. Five Points to Prepare
Grievances
Present the grievance
Present the grievance to
management in a firm,
but polite, manner.
Discuss the grievance,
explaining the facts of
the case without getting
sidetracked.

63. The “5 W’s”
WHO was involved?
Names, employee number, jobs,
department, etc.
WHY is it a grievance?
Seniority bypass, pay shortage, unjust
treatment, violation of past practices,
safety hazards, etc.

64. When did it happen?
Date, time – Show the date the
grievance occurred, not when it is
written.
Where did it happen?
Station, department, section, base, etc.
What settlement is wanted?
Enforce contract, be put on job, adjust
seniority, retroactive pay, etc. – if the
settlement is to be retroactive, this
should be stated.

65. If the Grievance is Won/Lost…
WON
Obtain the
settlement in
writing and
keep it as
your record. It
may be useful
in later cases.
LOST
Appeal
without delay,
and keep the
grievant
informed of
the progress
of the case.

66. GRM (Grievance Redress
Mechanism)
Formats for GRM – it should contain
the three processes of receipt,
redress and prevention and should
contain information in the following
section.
1.Information on receipt
 Identify place, time and personnel for
receiving grievances
 Issuing the acknowledgement receipt
Particulars of citizen/ client Particulars of the grievances
S.
no
Date Name Address Conta
ct no.
Ack
recei
pt
Subje
ct of
grieva
nce
office Brief
descri
ption
Date
of
ack
Date
of
redre
ss

67. GRM (Grievance Redress
Mechanism)
2. Communication to complainant
 Grievance number for tracking
 Expected time for redress
 If not disposed in expected time, action to be
taken by complainant
 Information on reason for delay
 Updated expected time of redress
 Action taken for redress
 If complainant not satisfied with redress action,
further avenues.

68. GRM (Grievance Redress
Mechanism)
3. Criteria for classification
 Charter related
 Policy related
 Personnel related
 Pensioners related
 Vigilance related
3. Time norm for redress based on grievance
category
4. Level of responsibility
S.no Type
of
grieva
nce
Time line for
redress at level 1
Level 2 Level 3 Level 4

69. GRM (Grievance Redress
Mechanism)
6. Analysis and prevention
 Deptt must analyse what type of grievance they are
receiving and how to overcome that
 Format for analysis of grievance
S.
n
o
Date of
dscription
of
grievance
Grieva
nce
prone
areas
identif
ied
Systematic
cause
identified
Action
required
to
improve
system
Planned
date and
authority
responsibl
e for taking
action
Action
taken
date

70. Grievance Redress Mechanism
Design and Implementation
Process
Step 1- Design of GRM
 Task 1- prepare list of data items to be captured in the
GRM
 Static or master data
 information on the offices
 RCs
 and all subordinate office for which grievances are received
 Dynamic or transaction data
 Complainant details
 Complainant description
 Any other information to be provided by the complainant
 Task 2- Prepare the internal process flow chart for GRM
through the organisational hierarchy of the Department
uptill the final point. Process flow should be simple and
fast.

71. Grievance Redress Mechanism
Design and Implementation
Process
Step 2- Implementation of GRM
 Task 1- Implement the process flow through existing
system
 Each Department should designate public grievance
officer as per hierarchy
 Task 2- Training workshops on GRM
 Task 3- Initiate process for automation related
decisions
 decide on the level of automation- manual, semi
automated or fully automated
 Task 4- Launch the GRM
 Enable service recipients to use it
 Phase wise launch
 Task 5- Publicise the GRM
 Task 6- Periodic Review of GRM

72. Grievance Redress Mechanism
Design and Implementation
Process
Step 3- Grievance Prevention
 Task 1- Conduct systemic analysis
 Use complaint data to analyse root cause for
grievances
 Task 2- identify grievance prone areas and
remedial actions
 Task 3- take follow up action to address grievance
prone area
 Localised process improvements
 Apex level policy changes

73. 73
Conducting the Grievance
Meeting
Discuss the matter rationally:
 Review the grievance with the grievant and
the representative.
 Do not bargain with the grievant or the
steward.
 Be certain that you have all of the
information you need before responding.
 Do not respond to a demand for an “instant”
answer. A possible exception is a matter of
health and/or safety.

74. 74
Preparing the Grievance
Response
 Adhere to the timeline for your response.
 Provide an answer that is concise and
complete. Brevity is important. If you need
help in providing an answer, obtain
assistance from Employee / Industrial
Relations officer/manager.
 Obtain acknowledgement of receipt of your
answer from the grievant/steward, including
time and date.

75. 75
Preparing for Grievance Meeting
with Employee / Industrial
Relations
Employee / Industrial Relations will
facilitate the process at this step. The
process includes:
Schedule ‘prep’ meeting with the
department and /or management before
the date of grievance meeting.
Serve as hearing officer.
Determine who should be involved in the
meeting, including identifying any
witnesses.
Determine what information must be
captured on record.
Discuss the format of the grievance
meeting.

76. Centralised Public Grievance
Redress & Monitoring System
(CPGRAMS)
Introduction- DARPG has developed PG portal that
empowers the citizens to lodge their
grievances/complaints online from anywhere
anytime and also enable the Government
Department to take action within a prescribed
limit
Highlights
 Online lodging of grievances, reminder, view status and
action taken reports
 System generated unique complaint registration number
 Online receipt of grievances by Government departments
 Online forwarding of grievances to subordinate office
 Loading of manual grievances with facility of uploading
scanned document

77. Centralised Public Grievance
Redress & Monitoring System
(CPGRAMS)
 Redress and monitoring process
by PGO
 Uploading of action taken /
disposal reports concerning each
grievance
 Forwarding of reminders for the
grievances lodged earlier
 Query based reports and system
generated correspondence letter.
 Feedback of complainant
regarding disposal of grievance.

78. PLEASE TAKE FEW MINUTES
AND READ THE IMPORTANT
FEATURES OF THE BILL HERE

79. RIGHT TO SERVICE
Every Individual Citizen Shall Have The Right
To Time Bound Delivery Of Goods And
Provision For Services And Redressal Of
Grievances.

80. OBLIGATIONS ON PUBLIC AUTHORITY
Obligation Of Public Authority To Publish
Citizens Charter Specifying The Category Of
Goods Supplied And Services Rendered
By It, The Time Within Which Such Goods
Shall Be Supplied Or Services Be Rendered.

81. HEADS OF DEPARTMENTS
The Head Of Department In Each Public
Authority Shall Be Responsible For Updating
And Verifying The Citizens Charter,Every Year
And The Accuracy Of The Contents Thereof.

82. HEADS OF DEPARTMENTS
Every Head Of Department Shall Ensure That
All Material Be Informed Taking Into
Consideration The Local Language And The
Most Effective Method Of Communication In
That Local Area Free Of Cost.

83. HEADS OF DEPARTMENTS
Every Head Of Department Shall To The
Extent Possible, Ensure That The Citizens
Charter Is Made Available At The
Website Of The Public Authority And In Other
Electronic Forms And Shall Be Available Free

84. INFORMATION & FACILITATION CENTRE
Every Public Authority Shall Establish
Information & Facilitation Centre For Efficient
And Effective Delivery Of Services And
Redressal Of Grievances, Which May Include
Establishment Of Customer Care Centre, Call
Centre, Help Desk, People’s Support Centre etc

85. GRIEVANCE REDRESS OFFICER
Appointment And Obligations
Of Grievance Redress Officers, Including For
Each Municipality And Panchayat

86. GRIEVANCE REDRESS OFFICER
The Grievance Redress Officer Shall Provide All
Necessary Assistance To Citizens In Filing
Complaints.

87. GRIEVANCE REDRESS OFFICER
Redress Officer To Ensure That The Grievance
Is Remedied In A Timeframe Not Exceeding
15 Days From The Date Of Receipt Of The
Complaint

88. GRIEVANCE REDRESS OFFICER
The Grievance Redress Officer Shall Ensure
That The Complainant Is Informed In Writing
The Manner In Which The Grievance Is
Redressed And Shall Give Him A Report In The
Form Of An Action Taken Report

89. NON REDRESSAL OF COMPLAINTS TO HEAD
OF THE DEPARTMENTS
After Expiry Of The Period Of 15days, Report
Every Complaint Which Has Not Been Redressed
Along Nature Of Complaint, And Reasons For
Non Redressal Of Complaints To The Head Of
The Department Of The Public Authority.

90. APPEAL TO HEAD OF DEPARTMENT
Appeal Can Be Made To Head Of Departments
Of The Public Authority After The Period Of 15
Days Gets Over And The Non-redressal Of The
Grievance

91. NON REDRESSAL OF GRIEVANCES TO BE
DEEMED AS CORRUPT PRACTICES IN
CERTAIN CASES IF PRIMA FACIE THE
COMPLAINT IS INDICATIVE OF A CORRUPT
ACT UNDER THE PREVENTION OF
CORRUPTION ACT, 1988

92. ESTABLISHMENT OF THE CENTRAL PUBLIC
GRIEVANCE REDRESSAL COMMISSION
Any Citizen Aggrieved By A Decision Of The
State Public Grievance Redressal Commission,
May Within 30 Days Appeal To The Central
Public Grievance Commission

93. CENTRAL PUBLIC GRIEVANCE REDRESSAL
COMMISSION
The Central Public Grievance Redressal
Commission Shall Have Original Jurisdiction To
Adjudicate Upon Every Application Made To It

94. CENTRAL PUBLIC GRIEVANCE REDRESSAL
COMMISSION
ProceedingsBefore Central Commission
To Be Judicial Proceedings Under Indian Penal
Code (IPC)

95. CENTRAL PUBLIC GRIEVANCE REDRESSAL
COMMISSION
Every Order Made By The Central Public
Grievance Redressal Commission Must Be
Enforced By The State Public Grievance
Redressal Commission

96. CENTRAL PUBLIC GRIEVANCE REDRESSAL
COMMISSION
ProceedingsBefore Central Commission
To Be Judicial Proceedings Under Indian Penal
Code (IPC)

97. PENALTY FOR MALAFIDE ACTION
A Lump-sum PenaltyAgainst Designated
Officials Responsible For Delivery Of Service
Or Grievance Redress Officers For Their
Malafide Action At The Rate Specified From
Time To Time

98. PENALTY FOR MALAFIDE ACTION
Disciplinary Proceedings Against Such Officer Of
The Public Authority, Who If Proved To Be
Guilty Of A Malafide Action In Respect Of Any
Provision Of This Act

99. PENALTY FOR MALAFIDE ACTION
Judicial Proceedings Against Such Officer Of The
Public Authority, Who If Proved To Be
Guilty Of A Malafide Action In Respect Of Any
Provision Of This Act

100. SEVOTTAM SUCCESS
Success of SEVOTTAM depends on…
High level
commitment
Political Administrative
Implementation
of framework
Criteria
Assessment
process
Stakeholder
involvement
Citizens
Government
staff
Change
Management
Mindset
Management
systems

101. Sevottam
Link with Results Framework Document
Link with Right to Services Act
Link with single window portals
Link with open government

105. Thank You