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Sevottam (Hindi Seva: Service + Uttam:
Excellent) is the name given to a framework for guiding public service
organisations in India
towards achieving “Service Excellence”. It symbolizes the intent of implementing
organizations to shift their mindset from “administration” mindset towards
“service orientation”. Sevottam guides public service organizations towards
better management of service quality. The framework is developed by
Department of Administrative Reforms and Public Grievances (DAR &PG),
Ministry of Personnel, Government of India, at par with international best
practice models like MBNQA, EFQM and their variants across the world. It is
also supported by a certifiable Indian standard IS 15700:2005 which is in
accordance with the requirements of ISO 9000 series of standards.
Currently
Government of India has identified 9 Central Government organizations
including KVS for focused effort to comply with Sevottam requirements. The
main focus areas of this initiative are:
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Implementation of the Citizen’s charter and
setting up of a mechanism for evaluating the performance of the department
§
Establishing a public grievance redress mechanism
of the department and the
quality of the processes incorporated therein
§
Examining service delivery enablers from the
citizen’s perspective and evaluating the performance of the departments in
improving its own capability to deliver
SEVOTTAM
FRAMEWORK
CITIZEN’S
CHARTER
SERVICES
IN K.V. SEC VIII, R. K. PURAM
REDRESSAL OF GRIEVANCES
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