What is it?
- The Sevottam model serves as a tool for assessing the efficiency of internal processes and their effect on service delivery quality.
- The Sevottam model aims to ensure efficient governance by enforcing the Citizens’ Charter, establishing and implementing a grievance resolution mechanism, and providing essential services to the citizens.
- The need for the Sevottam model arose from the Citizen Charter’s inability to yield the necessary results in terms of enhancing the quality of public services on its own.
Three Modules of Sevottam Model
- Citizen Charter: necessitates the successful execution of the charter, which establishes a channel for public input on how businesses determine what services are necessary.
- Public Grievance Redressal Mechanism: Requires an effective grievance redress procedure that makes citizens feel more at ease with how the organization handles grievances, regardless of the outcome of the legal proceedings.
- Service Delivery Capabilities: An organization can only achieve exceptional service delivery efficiency if it effectively manages the essential elements of successful service delivery and develops its capacity to improve delivery continuously.