The Sevottam model has been developed with the overarching objective of improving the quality of public service delivery in the country. The model has three components, and in addition to this overarching objective, there are intermediate outcomes expected from compliance of conditions designed for each of these three components.
The first component of the model requires effective charter implementation thereby opening up a channel for receiving citizens’ inputs into the way in which organizations determine service delivery requirements. Citizen’s Charters publicly declare the information on citizens’ entitlements; making citizens better informed and hence empowering them to demand better services.
The second component of the model, ‘Public Grievance Redress’ 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.
The third component ‘Excellence in Service Delivery’, postulates that an organization can have an excellent performance in service delivery only if it is managing the key ingredients for good service delivery well, and building its own capacity to continuously improve delivery.
The ability of such an assessment model in influencing service delivery quality will be a function of how tightly improvement actions are linked to assessment results. Further, any assessment model needs to be updated periodically to keep it abreast with emerging developments. Change Management as well as Research and Development have therefore, been identified as important focus areas for running this model, in addition to administration of the assessment process and its culmination in certification or awards.