Sevottam Model UPSC Notes: Meaning, Features, & Benefits

The Sevottam Model is a framework developed by the Department of Administrative Reforms and Public Grievances (DARPG) in India. It aims to enhance the quality of public service delivery by promoting citizen-centric governance. The model emphasizes three core components: Service Delivery, Public Grievance Redressal, and Public-Private Partnership. 

In this article on Sevottam Model UPSC, we delve into the intricacies of the Sevottam model, exploring its objectives, various components, and the essential steps for its implementation.

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About Sevottam Model

The Sevottam model of DARPG was conceived to overcome the limitations of Citizen Charters (CC) and to provide a structured framework for evaluating and improving service delivery to citizens.

Key Features of the Sevottam Model

The major features of the Sevottam model include the following:

Citizen-Centric Administration

The Sevottam model represents a significant shift towards citizen-centric administration. It focuses on:

• Opening channels for citizens' input to determine service delivery requirements.
• Declaring information on citizens' entitlements to empower them.

Public Grievance System

An efficient public grievance redress system is integral to the Sevottam model. It aims to ensure a satisfactory experience for citizens when addressing complaints.

Excellence in Service Delivery

This component emphasizes the management of critical elements for exceptional service delivery. It involves building and enhancing the capacity for superior performance.

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ARC's Seven-Step Model for Citizen Centricity

The Sevottam service delivery excellence model incorporates a seven-step model recommended by the ARC, making it accessible for all organizations, both central and state government units. These seven steps are:

• Define Services and Identify Clients: Organizations must outline the services they provide and identify their clients.
• Set Standards and Norms: Establish standards and norms for each service, ensuring clarity and consistency.
• Develop Capability: Build the necessary capability within the organization to meet the set standards.
• Perform to Achieve Standards: Implement processes and workflows to achieve the defined standards.
• Monitor Performance: Continuously monitor performance against the set standards.
• Evaluate Impact: Evaluate the impact through an independent mechanism, ensuring objectivity.
• Continuous Improvement: Drive continuous improvement based on monitoring and evaluation results.

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Benefits of Sevottam Model

The term "Sevottam" is a blend of the Hindi words 'Seva' (Service) and 'Uttam' (Excellent). Introduced by the Department of Administrative Reforms & Public Grievances (DARPG) in 2006, the model offers several benefits, including:

• Self-Assessment Tool: Organizations can use it as a self-assessment tool to improve service delivery.
• Requirement Standard: It sets a benchmark for service quality.
• Benchmark Assessment: Organizations can establish a benchmark assessment process.
• Rating Model: The model can also be used as a rating system to recognize and reward organizations excelling in service delivery.

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Rectifying Citizens' Charter Drawbacks

The Sevottam Model addresses the shortcomings of the Citizens' Charter:

• Lack of Citizen Involvement: Citizens were not actively involved in the Citizens' Charter.
• Untrained Employees: Employees were not adequately trained to improve task execution.
• Neglecting Feedback: Feedback from grievances was often ignored in the Citizens' Charter.

Addressing Public Grievance Redress Mechanism Issues

The Sevottam Model tackles issues within the Public Grievance Redress Mechanism:

• Inadequate Planning: The previous system lacked proper planning and implementation.
• Infrastructure Shortcomings: Insufficient infrastructure hindered effective grievance redressal.

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Implementation and Dependencies

To effectively implement the Sevottam model on a large scale, certain institutional arrangements are imperative. The success of the model relies on:

• Organizational Commitment: Commitment and enthusiasm from organizations and implementing agencies are crucial.
• Stakeholder Involvement: Engaging stakeholders is vital for the model's success.
• Shift to Performance Management: A shift from 'administration management' to 'performance management' is essential for government and concerned officials.

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Conclusion

The Sevottam model stands as a beacon of hope for transforming public service delivery into a citizen-centric, efficient, and accountable system. By addressing the shortcomings of previous frameworks and emphasizing continuous improvement, it sets the stage for a brighter future in public administration.

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