Sevottam: An Introduction

Nayana Renukumar, Centre for Good Governance

WHAT THIS PRESENTATION DOES DOES…
Presents th b kd P t the backdrop t th d l to the development of t f Sevottam standard Introduces the b i modules of S I d h basic d l f Sevottam

GENESIS OF SEVOTTAM
CITIZEN CHARTER PUBLIC GRIEVANCE REDRESS PUBLIC DELIVERY STANDARDS

Prepared without involvement of stakeholders No relation with y service delivery improvement Information about charter does not percolate down , the line, hence not implemented

Not in place in many organizations Grievances not taken as feedback p for improvement of services Employees not trained for improvement of tasks assigned g

Not prescribed or not met Non involvement , de-motivation and g lack of training of employees at the cutting edge level Lack of proper planning for p optimum resource utilization

BACKGROUND TO SEVOTTAM
Department of Administrative Reforms and Public Grievances (DAR&PG) saw th need t d l a standard i order t : the d to develop t d d in d to Align service delivery performance with citizen’s expectations Establish a benchmark of quality of service delivery Provide incentives to public service organizations to acquire ov ce t ves pub c s v c o ga at o s acqu and retain the mark Enable continuous improvement, performance assessment and grading of organizations
SEVOTTAM = Seva (Service) + Uttam (Excellent) Service Delivery Excellence in

SEVOTTAM: KEY FACTS
It is a mark of excellent quality of a public service It I is a mechanism to assess initiatives and best practices h db relating to service delivery It represents conformance to the Bureau of Indian Standards p (BIS) stipulations officially known as IS 15700:2005 Inspired by several Western models (Charter Mark – United Kingdom , Malcolm Baldridge) and ISO 9000 It is tailor-made for Indian government organizations Implementation driven by special DAR&PG team ‘India has become the first country to have a published standard for Public Service Delivery’ (6th Central Pay Commission)

MODULES OF SEVOTTAM
Citizen Charter Design and implement a citizen charter, monitor its implementation, and review it in the light of feedback received from citizens and employees Public Grievances Develop D l a mechanism of receiving, resolving and preventing h i f i i l i d ti public grievances Capability for Service Delivery Know customers’ and employees’ feedback Improve capabilities & resources to match them

INTEGRATED MODEL FOR ASSESSING SERVICE DELIVERY
Nine “QUALITY of compliance” criteria covering the three areas of (a) Citizen’s Charters, (b) Grievance Redress and (c) Service Delivery Capability ( ) ( ) y p y
Module (3) Citizen Charter Criteria (3) 1.1 1 1 Implementation 1.2 Monitoring 1.3 Review Public Grievance Redress 2.1 Receipt 2.2 Redress 2.3 2 3 Prevention Service Delivery Capability 3.1 Customers 3.2 Employers 3.3 Infrastructure
Source : DAR&PG

INTENDED OUTCOMES OF SEVOTTAM IMPLEMENTATION

IMPROVEMENT IN QUALITY OF PUBLIC SERVICE DELIVERY
Citizen empowerment Ci i Redress satisfaction R d if i Capacity enhancement C i h

Citizen’s Charter

Public Grievance Redress INTEGRATED APPROACH

Service Delivery Capacity

Source : DAR&PG

SEVOTTAM: PHASES OF IMPLEMENTATION
Initiation Implementation planning Implementation action based on self-assessment Implementation action based on client feedback Completion of Sevottam Certification requirements

SEVOTTAM IMPLEMENTATION PLAN
Source :DAR&PG S DAR&PG A Initiation
• A1 Familiarize key decision makers with Sevottam requirements • A2 Link Sevottam to current issues • A3 Establish Sevottam implementation mechanism

Start St t date

End d t E d date

B Implementation planning
• B1 Institutionalize Sevottam Progress Discussion Meetings • B2 External communication

C Initial implementation action from self assessment p
• C1 Baseline current status on immediate improvement areas • C2 Initiate improvements

D Implementation action based on customer feedback
• D1 Identify and approve improvement recommendations • D2 Initiate implementation actions

E Complete Sevottam certification requirements
• • • • E1 Re-baseline service delivery status E2 Conduct benefits assessment based on re-baseline status E3 Set up continual improvement mechanism E4 Undertake certification process

SEVOTTAM: ASSESSMENT – IMPROVEMENT FRAMEWORK
Source : DAR&PG Self-Assessment Format Generic Standard
Service Delivery Statement (SDS in Annual Report)

Assessment Framework

Sectoral standards

Feedback

GAP
Monitoring & Control

Not Successful
Successful Apply for Benchmarking Change Management

Detailed Gap Analysis

SEVOTTAM ASSESSMENT FRAMEWORK-I FRAMEWORK I
Compliance Assessment
A screening mechanism to filter out organizations that do not even enter assessment process Compliant Organizations should have: Published and approved a Citizen’s Charter Circulated Charter among service delivery units Appointed Public Grievance officer & nodal officer for Citizen’s Ch C ’ Charter Published grievance redress procedure and timelines

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 ti This is where the 3 modules of Sevottam come into play: Citizen charters Public Grievance Redress Service delivery capability Not to pass judgment, but to help start with a self-assessment and build b ild capacity f service d li i for i delivery

SEVEN STEPS TO SEVOTTAM
Define all services which a department provides and identify clients; Set standards and norms for each service; Develop capability to meet the set standards; p p y ; Perform to achieve the standards; Monitor performance against the set standards; p g Evaluate the impact through an independent mechanism Continuous improvement based on monitoring and evaluation results.

LEVELS OF APPLICATION OF FRAMEWORK
Assessment conducted at two levels: Parent Level (responsible for making policies)
Charter design & facilitation for implementation Grievance Redress Mechanism Design Service Delivery Capability enhancement

Outlet Level (responsible for implementation)
Charter Implementation Grievance Redress and Prevention Direct Service Delivery

SEVOTTAM SUCCESS
Success of SEVOTTAM depends on… on Change Management
Mindset Management systems

High level commitment
Political Administrative

Implementation p of framework
Criteria Assessment process

Stakeholder involvement
Citizens Government staff

SEVOTTAM MODEL: STRENGTHS
Citizens Perspective Citizens’ Perspective- from administration to service Emphasis on self assessment leading to improvement Dynamic model D i d l Greater employee participation Encourages attitudinal change in employees

Further reading
Guidelines for Sevottam Compliance, DAR&PG, June 2010
( p (http://darpg.nic.in/darpgwebsite_cms/Document/file/Guidelines_Sevottam_Complience_June pg pg p J _2010.pdf)

Guidelines for designing and implementing Sevottam compliant Citizen’s / Client’s Charter & Grievance Redress Mechanism by Central Ministries / y Departments, Performance Management Division, Cabinet Secretariat & DAR&PG, August 2010
(http://agricoop.nic.in/Sevottam/Sevottam_RFD16910.pdf) (http://agricoop.nic.in/Sevottam/Sevottam RFD16910.pdf)

DAR&PG website on Sevottam
(http://darpg.nic.in/)

Thank You

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