Sevottam (excellence in public service delivery)

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

1. Nayana RenuKumar
CENTRE FOR GOOD GOVERNANCE
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. Key components of service delivery
Reality
Prepared without involvement of
stakeholders
No relation with 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 for
improvement of services
Employees not trained for improvement of
tasks assigned
CITIZEN’S CHARTER
PUBLIC GRIEVANCE REDRESS
Standards Grievance redress+
Written declaration by a public
service provider that highlights
standards of service delivery
Empower citizens/clients to demand
services as per committed standards
Organizations needs to have
systems and processes to receive,
record, investigate, analyze,
prevent and redress grievances
Background to Sevottam

5. BACKGROUND TO SEVOTTAM
Need for a standard 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 and retain the mark
Enable continuous improvement, performance
assessment and grading of organizations

6. Sevottam components
Citizen’s Charter
Design and implement a citizen’s charter, monitor its
implementation, and review it in the light of feedback
received from citizens and employees
Public Grievances
Develop a mechanism of receiving, resolving and preventing
public grievances
Capability for Service Delivery
Know customers’ and employees’ feedback
Improve capabilities & resources to match them

8. Implementing Sevottam
Citizen’s Charter
Cover page - Uniform
Vision
Mission
Service Standards
Grievance Redress Mechanism
Stakeholders/ Clients
Responsibility centres and subordinate organisations under the
department
Indicative expectations from service recipients
Month and year for next review of the charter
No.Main servicesTime linesOfficer responsible for
delivery of services
Contact details of
the officer
Names and contact details of Public Grievance Officer
Helpline number/ website URL to lodge grievances
Responses to be expected
Time line for redress

9. Charter design and implementation process
Collect
information on
services standards
achieved/ can be
achieved by the
Department
Identify services
delivered
Identify
indicators to
measure service
standards
Estimate current
service
standards
Document
current service
standards
Collect information
on service standards
achieved by
responsibility centres
Prepare list of
field units
Prepare a list of
services offered
by field units
Estimate current
service standards
achieved by field
units
Document role
of department in
service delivery
by field units
Plan for stakeholder
consultations on service
standards of departments/ field
units
Identify stakeholder groups
to be consulted
Prepare plan to receive
stakeholder inputs
Design tool to collect data on
citizen expectations
Design tool for stakeholder
consultations on service and
service standards
Design tool for external
expert consultations on
service and service standards
Receive inputs through
stakeholder consultations
Administer survey tools
as per survey plan
Analyse data collected
through survey tools
Prioritize stakeholder
expectations
Consolidate internal
information and stakeholder
consultation results
Compare existing
service standards with
stakeholder
expectations
Finalise standards of
service delivered by
Department

10. Charter design and implementation process
Prepare Charter
and get approval
Prepare draft
citizen’s charter
Circulate for
comments
Finalise charter
Make bilingual
versions
Publish charter in
public domain
Upload on
department
website
Provide printed
copies to various
stakeholders
Disseminate
charter contents
through help
desks etc
Ensure
implementation of
charter by staff
Initiate process for
Sevottam
compliance by
responsibility centres
Send
communication
to all staff
Conduct
training/orientati
on session for
staff on charter
Provide inputs to
field units
Agree roadmap
with field units
Charters
Ministry of Drinking water supply

11. Grievance Redress Mechanism
Information on receipt
Communication to complainant
No.Date of
receipt
Name AddressLandline
/Mobile /
email
Whether
acknowledgeme
nt given at the
time of receipt
Subject of
grievance
OfficeBrief
Description
Date of
acknowle
dgement
Date of
redress
At the time of
complaint
Grievance number to
facilitate monitoring and
reminders
Expected time of redress
If not addressed in time,
action to be taken by
complainant
During redress, if not
redressed in time
Information on reasons for
delay
Updated expected time of
redress
At the time of final
redress
Actions taken for redress
If not satisfied with redress,
avenues for pursuing the
matter further

12. Grievance Redress Mechanism
Criteria for classification
Time norms for redress
Level of responsibility for redress
Analysis and Prevention
CriteriaGrievance
category
Timeline for
redress at
level 1
Timeline for
redress at
level 2
Timeline for
redress at
level 3
Timeline
for redress
at level 4
Charter related
Policy related
Personnel related
Pensioners’ related
Vigilance related
Date and
description of
grievance
Grievance
prone areas
identified
Systemic causes
identified
Action
required to
improve
system
Planned date and
authority
responsible for
taking action
Action
taken date

13. Design of GRM
Prepare list of data
item to be captured in
the GRM
Prepare the internal
process flow chart for
GRM
Implementation of
GRM
Implement the process flow
through existing systems
Training/workshop on GRM
Initiate process for
automation related decision
Launch the GRM
Publicize the GRM
Periodic review of GRM
Grievance Prevention
Conduct systemic
analysis
Identify grievance
prone areas ad
remedial actions
Take follow up action
to address grievance
prone areas
GRM design and implementation process

14. Service Delivery Capability
Understanding customer expectations
Motivation and training of employees
Availability of adequate hard and soft infrastructure
for service delivery

15. Baseline/As-is study
Process
mapping
Identify the cases where
service was not delivered
as per standards
Categorise the cases
according to the reason
for nota achieving
standards
Gap analysis
List issues to address
while settings standards
List the systems needed
for smooth delivery of
routine services
List the systems need
for continuous
improvement for
service delivery
Stakeholder feedback on
service standards
Identify service
recipient groups who
need to be better
informed
Develop method to
collect data on
information needs of
service recipients
Collect and analyse data
Break up the
service
delivery work
flow into
distinct steps
Gather
information
needed to
improve and
standardise
each step
Aggregate the
time needed
for
completion
and transition
for each
service
Identify
improvement
opportunities
List the documents containing
information necessary for managing
service quality
List activities need to monitor
achievement of standards contained
in charter
List activities needed to progressively
improve service standards
List periodic checks needed toe
ensure effectiveness of
communications
List areas where use of technology is
known to improve service delivery
List prizes /awards for motivating staff
to provide better services
List activities which are commonly
used to receive service recipient
List areas where periodic review is
required to keep up with changing
environment
List service delivery improvement
areas for regular review by top
management
Identify HR
requirements
Identify finance
requirements
Identify infrastructure
requirements
Office management
systems assessment
Resource Base AssessmentRoot cause analysis

16. Integrated model for assessing service delivery
Module (3) Criteria (3)
Citizen Charter 1.1 Implementation
1.2 Monitoring
1.3 Review
Public Grievance Redress 2.1 Receipt
2.2 Redress
2.3 Prevention
Service Delivery Capability 3.1 Customers
3.2 Employers
3.3 Infrastructure

17. Institutional arrangements
Steering group at apex level
Working Group at Apex level
Multiple implementation committees

18. Intended outcomes of Sevottam implementation %%$
INTEGRATED APPROACH 14=1
Citizen’s Charter
Citizen empowerment
IMPROVEMENT IN QUALITY OF PUBLIC SERVICE DELIVERY
Redress satisfactionCapacity enhancement6 #
&
Public Grievance
Redress5
1
Service Delivery
Capacity

19. Sevottam assessment framework
First level assessment
A screening mechanism to filter out organizations that do not
even enter assessment process
Has 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 Public
Grievances /nodal officer for citizen charter ?
Has the departments et up a task force for formulation, implementation and
review of citizen's charter as per standards and for conducting self assessment
with the involvement of representative citizen groups?
Has the department ppublished grievance redress procedure and timelines ?

20. 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 1
1 Citizen’s Charter
1.1Charter implementation
1.1.1How do you determine the citizen groups and
what services do you offer them?
1.1.2How do you meet the service expectation of
your citizen’s group?
1.1.3How do you ensure that frontline staff and
citizen groups are aware of the charter

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

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

23. Thank You