The Sevottam model is a quality management framework for public service delivery in India. Developed by the Indian Bureau of Administration (IIPA) and the Department of Administrative Reforms and Public Grievances (DARPG), it aims to enhance the quality of public services and ensure citizen-centric governance. The term ‘Sevottam’ is a combination of two Hindi words: ‘Seva’ (Service) and ‘Uttam’ (Excellence). Here are its key features:
- Seven-Step Model: Sevottam is structured around seven key steps that are integral to any service delivery mechanism. These steps are Citizen’s Charter, Public Grievance Redress Mechanism, Service Delivery Capability, Customer Experience, Employee Motivation, Use of Technology, and Service Standards.
- Citizen-Centric Approach: It focuses on a shift from organization-centric to citizen-centric service delivery, ensuring that services meet the needs and expectations of citizens.
- Benchmarking Service Quality: Sevottam provides a standardized framework to assess the quality of services provided by government departments and agencies, ensuring a consistent approach to service delivery.
- Public Grievance Redressal: A significant aspect of Sevottam is its emphasis on effective and timely redressal of public grievances, fostering greater accountability and transparency in government operations.
- Performance Monitoring: It involves regular monitoring and evaluation of the performance of public service providers against predefined service quality standards.
- Feedback Mechanism: Sevottam encourages the use of feedback from citizens to continually improve the quality of service delivery.
- ISO Certification: Departments and agencies that successfully implement the Sevottam model and meet its standards can obtain ISO 9001 certification, internationally recognized for quality management.
- Capacity Building: The model emphasizes training and capacity building of government employees to enhance their service delivery capabilities.
Sevottam has been adopted by various government departments and public sector units in India as a tool to improve the efficiency, transparency, and user-friendliness of public services, thereby enhancing the satisfaction of the citizens they serve.