Implementation of Sevottam - IS15700

The Department of Administrative Reforms and Public Grievances has developed a model for benchmarking Excellence in Public Service Delivery (Sevottam).

The model provides a framework to organizations to assess and improve the quality of service delivery for the citizens. It guides government departments to identify the services to be delivered, to set service norms, to align delivery capability with expectations of citizens, to gauge the quality of service delivery through an objective assessment and to improve quality using interventions like business process redesign and information technology.

This standard specifies requirements for a quality management system of a public service organization
a) needs to demonstrate its ability to consistently provide effective and efficient service that
meets customer and applicable legal, statutory and regulatory requirements,
b) aims to enhance customer satisfaction, and
c) aims to continually improve its service and service delivery process.

Sh. Anupam Kaul of CII spoke in length about Quality in Public services , the problems in service delivery (salary, transfer, weak accountability, shortage of technical staff), service quality dimension (Tangible, Reliability, Responsiveness, Empathy, Assurance etc).

Sh. P K Gambhir of BIS talked about Certification procedure during the training programme for trainers.

PPP model

The issue of adopting PPP model for economic sustainability and feasibility of the services provided by government organizations in India has been strongly advocated by consulting firm and private players. Initial findings does show remarkable benefits in adopting this model. The prime examples are e-governance model in AP and karnataka, e-choupal in MP etc. But there is a need to adopt the PPP model in India with some regulations. The government has to work like regualatory body to make sure that the services offered through this model is not monopolzed or compromised. The general opinioin of the delegates was that the PPP model cannot be applied to all the e-governance initiatives.