Objectives of Sevottam model
- Successful implementation of Citizen’s Charters : It requires opening up a channel for receiving citizens’ inputs into the way in which organizations determine service delivery requirements. Citizens’ Charter publicly declare the information on citizens’ entitlements; making citizens better informed and hence empowering them to demand better services.
- Service Delivery Preparedness and achievement of Results : An organization can have an excellent performance in service delivery only if it is managing the key inputs for good service delivery well, and building its own capacity to continuously improve delivery. This shall include identification of services rendered, the service delivery process, its control and delivery requirements.
- Sound Public Grievance Redress Mechanism : This requires a good grievance redress system operating in a manner that leaves the citizen more satisfied with how the organization responds to complaints/grievances, irrespective of the final decision.
Benefits of the Sevottam model
The framework enables implementing organizations to undertake a systematic, credible and authenticated self-assessment (or ‘gap analysis’) for citizen-centric service delivery. Using this analysis, practical solutions are gradually and systematically incorporated into the organization’s day-to-day routine thereby ensuring sustainable results.
There are four broad ways in which the Sevottam 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