Sevottam Model

Sevottam is a generic framework for achieving excellence in public service delivery and was proposed by the 2nd Administrative Reforms Commission (ARC). It has been developed with the overarching objective of improving the quality of public service delivery in the country.

The model was introduced by overcoming the drawbacks with the Citizen Charters (CC) and provides a framework to assess and improve the quality of service delivery to citizens. 

In this article, we shall discuss at length about the Sevottam Model, its objectives, different modules and the seven steps involved in the implementation of the model. All government and IAS Exam must analyse the information discussed below, important from the examination perspective. 

Sevottam Model [UPSC Notes]:-Download PDF Here

Three Components of Sevottam Model

(Image: darpg.gov.in)

• First Component – Citizens’ Charters
  • Opening a channel for citizens’ input to determine service delivery requirements
  • Declaring the information on citizens’ entitlements; ensuring they are better informed and empowered
•  Second Component – Public Grievance System
  • A well operating grievance redress system for satisfactory experience with complaints’ response from the organisation
• Third Component – Excellence in Service Delivery 
  • Managing the key ingredients for good service delivery
  • Building on the existing capacity for better performance in the future

ARC Seven Step Model for Citizen Centricity 

A seven step ARC model was also introduced in the Sevottam model. These simplify the approach outlined by the model, making it convenient for all organisations and their units to adopt. The commission also recommends this 7 Step ARC model to be mandatorily followed by all public sector organisations under the Central and State governments. 

Given below are the steps prescribed by the Model:

1. Define all services which you provide and identify your clients
2. Set standards and norms for each service
3. Develop the capability to meet the set standards
4. Perform to achieve the standards
5. Monitor performance against the set standards.
6. Evaluate the impact through an independent mechanism
7. Continuous improvement based on monitoring and evaluation of results

The 12th Report of 2nd Administrative Reforms Commission (ARC) extensively dealt with Citizen Centric Administration. To read about the same in detail, candidates can visit the linked article. 

Benefits of Sevottam Model

The word “Sevottam” is formed by combining two Hindi words: Seva (Service) and Uttam (Excellent). It was conceived by the Department of Administrative Reforms & Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions in 2006.

There are four broad ways in which the model can be used:

• As a self-assessment tool by organizations already motivated to improve service delivery
• As a requirement standard
• As a benchmark assessment process to be established
• As a rating model to recognize and reward organizations that are doing commendable work in service delivery

Drawbacks of the Citizens’ Charter

The Sevottam Model was introduced to rectify the drawbacks of the Citizens’ Charter. The same has been given below:

• There was no involvement of citizens
• Employees were not trained for improvement of tasks assigned
• The feedback taken from the grievances was not taken into consideration
• Drawbacks in the Public Grievance Redress Mechanism
• Lack of proper planning and then formulating its implementation
• Inadequate infrastructure

Aspirants looking for details about the Citizen’s Charter can visit the linked article and compare the two models based on their pros and cons. This may even build a stronger perspective for the UPSC mains answer writing section. 

Implementation and Dependencies of Sevottam Model

For the Sevottam model to be implemented on a large scale, appropriate institutional arrangements must be in place. If the model is critically implemented, it will help improve the service delivery and not just remain an academic scoring exercise. 

(Image: darpg.gov.in)

The critical success factors for the Sevottam model have been discussed below:

• For this model to be successful, commitment and enthusiasm on the part of organizations and implementing agencies play a very vital role
•  The success of this exercise will also depend on the involvement of stakeholders
• A shift from ‘administration management’ to ‘performance management’ shall be required for the government and other concerned officials

Conclusion

The model has been set up for assessing the quality of service delivery by Public Service Organizations in India but its outcomes will completely depend upon the commitment from the highest administrative levels to drive this exercise.

If the Sevottam model is implemented it shall meet the basic standards of healthy competition for bringing excellence in service delivery in the country. 

Sevottam Model [UPSC Notes]:-Download PDF Here

Also, candidates must acquaint themselves with the UPSC Syllabus for the upcoming civil service exam and include this topic in the polity section for the prelims and mains preparation. 

For any further information, latest exam updates, study material or preparation tips, visit BYJU’S.