Nayana RenuKumarCENTRE FOR GOOD GOVERNANCE

SEVOTTAM

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

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

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

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

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

Implementing Sevottam

Citizen’s CharterCover 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 services

Time lines

Officer 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

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 expectationsConsolidate internal

information and stakeholder consultation results

Compare existing service standards with stakeholder expectations

Finalise standards of service delivered by Department

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/orientation session for staff on charter

Provide inputs to field units

Agree roadmap with field units

ChartersMinistry of Drinking water supply

Grievance Redress Mechanism

Information on receipt

Communication to complainant

No. Date of receipt

Name

Address

Landline/Mobile /email

Whether acknowledgement given at the time of receipt

Subject of grievance

Office

Brief Description

Date of acknowledgement

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

Grievance Redress Mechanism Criteria for classification Time norms for redress Level of responsibility for redress

Analysis and Prevention

Criteria Grievance 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

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

Service Delivery Capability

Understanding customer expectations

Motivation and training of employees

Availability of adequate hard and soft infrastructure for service delivery

Baseline/As-is studyProcess 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 Assessment

Root cause analysis

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

Institutional arrangements

Steering group at apex level

Working Group at Apex level

Multiple implementation committees

Intended outcomes of Sevottam implementation

INTEGRATED APPROACHINTEGRATED APPROACH

Citizen’s CharterCitizen’s Charter

Citizen empowerment

IMPROVEMENT IN QUALITY OF PUBLIC SERVICE DELIVERY

Redress satisfaction

Capacity enhancement

Public GrievanceRedress

Public GrievanceRedress

Service DeliveryCapacity

Service DeliveryCapacity

Sevottam assessment framework

First level assessmentA 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 ?

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

1.1 Charter implementation

1.1.1

How do you determine the citizen groups and what services do you offer them?

1.1.2

How do you meet the service expectation of your citizen’s group?

1.1.3

How do you ensure that frontline staff and citizen groups are aware of the charter

SEVOTTAM SUCCESS

Success of SEVOTTAM depends on…

High level commitment

PoliticalAdministrat

ive

Implementation of

frameworkCriteria

Assessment process

Stakeholder involvement

CitizensGovernmen

t staff

Change Managemen

tMindset

Management

systems

Sevottam

Link with Results Framework Document

Link with Right to Services Act Link with single window portals Link with open government

Thank You