Sevottam Model

If Citizen’s Charter tells the citizen what to expect, the Sevottam Model tells the government how to deliver it well. In that sense, Sevottam is the operational backbone of citizen-centric governance.

What is the Sevottam Model?

The Sevottam Model has been developed with the overarching objective of improving the quality of public service delivery in India.

The word Sevottam is derived from two Sanskrit terms:

• Seva – Service
• Uttam – Excellence

👉 Together, Sevottam literally means “excellence in service”.

It provides a structured framework for public service organisations to:
→ Assess their current service delivery
→ Identify gaps
→ Systematically improve outcomes for citizens

The model was recommended by the Second Administrative Reforms Commission (2nd ARC) in its 12th Report on Citizen-Centric Administration.

Core Idea

Good intentions are not enough.
Good governance requires systems, standards, monitoring, and continuous improvement.

Three Modules of the Sevottam Model

The Sevottam Model rests on three interlinked modules:

1. Citizen’s Charter
2. Public Grievance Redress Mechanism
3. Service Delivery Capability

Together, these ensure that:

• Services are clearly defined
• Failures are addressed
• Delivery capacity is continuously strengthened

Seven Prescribed Steps of Sevottam

The model prescribes a step-by-step cycle for service excellence:

1. Define services and identify clients
   – What services are provided and to whom?
2. Set standards and norms
   – Time limits, quality benchmarks, service levels
3. Develop capability to meet standards
   – Human resources, processes, infrastructure, training
4. Perform to achieve standards
   – Actual service delivery
5. Monitor performance
   – Track outcomes against defined standards
6. Evaluate impact independently
   – Third-party or external assessment
7. Continuous improvement
   – Use feedback and evaluation to improve systems

👉 This makes Sevottam a continuous improvement model, not a one-time reform.

Implementation and Certification

• Implementation in government departments began in 2009
• Later, Sevottam was launched as a certification scheme
• Organisations complying with prescribed standards are awarded the Sevottam symbol of excellence

For this purpose, a dedicated standard was created:

• IS 15700:2005, developed by the Bureau of Indian Standards (BIS)
• This standard translates Sevottam principles into measurable management system requirements

Significance of the Sevottam Model

The importance of Sevottam lies in its practical orientation.

• It is a Quality Management Framework focused on citizen interface
• It acts as a tool for implementing organisations, not just policymakers
• It provides a systematic pathway for sustainable service delivery improvement
• It enables credible self-assessment (gap analysis)
• Improvements are embedded into day-to-day functioning, not treated as ad-hoc reforms

👉 In essence, Sevottam institutionalises citizen-centricity.

Components of the Sevottam Model

Let us briefly understand the three components in functional terms:

1. Effective Citizen’s Charter Implementation

• Opens a formal channel for citizens’ expectations
• Defines service standards and entitlements
• Acts as the foundation of accountability

2. Robust Public Grievance Redress Mechanism

• Focus is not only on the decision, but on the citizen’s experience
• Even if a grievance is rejected, the process must be fair, timely, and transparent

👉 Satisfaction depends on how grievances are handled, not just what is decided.

3. Excellence in Service Delivery

• Requires strong internal capacity
• Focus on processes, manpower, technology, and leadership
• Continuous learning and improvement

👉 Excellence is a capability, not an accident.

Time-Bound Delivery of Services

One of the biggest weaknesses in Indian governance has been delay without accountability.

To address this, the government introduced
“The Right of Citizens for Time-bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011” in the Lok Sabha.

However, the Bill lapsed with the dissolution of the House.

Key Highlights of the 2011 Bill

• Mandatory publication of Citizen’s Charter by every public authority within six months
• Citizens could file complaints regarding:
  • Violation of Citizen’s Charter
  • Malfunctioning of public authority
  • Violation of law, policy, or scheme
• Appointment of Grievance Redress Officers in all public authorities
• Mandatory redressal of grievances within 30 working days
• Establishment of Central and State Public Grievance Redressal Commissions
• Provision for penalty up to ₹50,000 on responsible officers for failure

Current Situation

• Several states have enacted Right to Public Services Acts
• However, there is no comprehensive Central legislation

👉 A central law is essential to ensure uniform, enforceable, and rights-based service delivery across India.