sevottam (excellence in public service delivery)
DESCRIPTION
This presentation was made to a group of government officials with the aim of introducing them to the concepts and processes of service excellence.TRANSCRIPT
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