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SEVOTTAM MODEL & Mission Karmyogi by Atrishekhar - Coggle Diagram
SEVOTTAM MODEL & Mission Karmyogi by Atrishekhar
CONCEPT
Sevottam is an assessment – improvement model that has been developed with the objective of improving the quality of public service delivery in the country.
Sevottam Model is a model proposed by 2nd ARC (Administrative Reforms Commission) for public Service Delivery.
The model was conceived by the Department of Administrative Reforms & Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions in 2006.
The word “Sevottam” is a combination of two Hindi words: Seva (Service) and Uttam (Excellent). It means “Service Excellence”, emphasizing the idea of “Service”.
It symbolises the change in mindset within the Government, from administration and control to service and enablement. The model was suggested by the 2nd ARC in its 12th report Citizen Centric Administration.
The model has three modules
Citizen Charter
Public Grievance Redressal Mechanism
Services Delivery Capabilities
Seven Steps for the implementation of the model:
Define services and identify services
Set standards and norms for each service
Develop capability to meet the set standards
Perform to achieve the standards
Monitor the performance against the set standards
Evaluate impact through an independent mechanism
Quality management principles:
Customer focus
Leadership
Engagement of people
Process approach
Improvement
Evidence based decision making
Relationship management.
The Law
To ensure Right of Citizens for Time Bound Delivery of Goods and Services, “the Right of Citizens for Time-bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011”, was introduced in the Lok Sabha in 2011, but it lapsed with the term of the last House.
The need of the hour is to identify delivery of services as a matter of right and bring legal provision for time bound delivery of services.
Highlights of “the Right of Citizens for Time-bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011”:
Every public authority was required to publish a Citizens Charter within six months of the commencement of the Act.
A citizen may file a complaint regarding any grievance related to
a) citizens charter;
b) functioning of a public authority; or
c) violation of a law, policy or scheme.
The Bill required all public authorities to appoint officers to redress grievances.
Grievances were to be redressed within 30 working days.
The Bill also provided for the appointment of Central and State Public Grievance Redressal Commissions.
A penalty of up to Rs 50,000 to be levied upon the responsible officer or the Grievance Redressal Officer for failure to render services.
There are four broad ways in which the Sevottam model can be used:
As a
self – assessment tool by organisations
already motivated to improve service delivery
As a
requirement standard
As a
benchmark assessment process
to be established
As a
rating model to recognise and reward organisations
that are doing commendable work in service delivery.
MISSION KARMYOGI
National Programme for Civil Services Capacity Building (NPCSCB):
It is also a Comprehensive reform of the capacity building apparatus at individual, institutional and process levels for efficient public service delivery.
It is a New National Architecture for Civil Services Capacity Building.
Institutional framework and implementation of the programme:
PM led Public Human Resources (HR) Council to approve and monitor Civil Service Capacity Building Plans.
Capacity Building Commission to harmonize training standards, create shared faculty and resources, and have supervisory role over all Central Training Institutions.
Wholly owned Special Purpose Vehicle to own and operate the online learning platform and facilitate world-class learning content market-place.
Coordination Unit headed by the Cabinet Secretary.
The core guiding principles of the Programme will be:
To emphasize on ‘on-site learning’ to complement the ‘off-site’ learning,
To create an ecosystem of shared training infrastructure including that of learning materials, institutions and personnel,
To calibrate all Civil Service positions to a Framework of Roles, Activities and Competencies (FRACs) approach and to create and deliver learning content relevant to the identified FRACs in every Government entity.
To make available to all civil servants, an opportunity to continuously build and strengthen their Behavioral, Functional and Domain Competencies in their self-driven and mandated learning paths.
To enable all the Central Ministries and Departments and their Organizations to directly invest their resources towards co-creation and sharing the collaborative and common ecosystem of learning through an annual financial subscription for every employee.
To encourage and partner with the best-in-class learning content creators including public training institutions, universities, start-tips and individual experts,
To undertake data analytics in respect of data emit provided by iGOT- Karmayogi pertaining to various aspects of capacity building, content creation, user feedback and mapping of competencies and identify areas for policy reforms.
Supporting Transition from ‘Rules based’ to ‘Roles based’ HR Management.
What is iGOT Karmayogi Platform?
The Programme will be delivered by setting up an Integrated Government Online Training-iGOTKarmayogiPlatform.
· The platform brings the scale and state-of-the-art infrastructure to augment the capacities of over two crore officials in India.
· The platform will evolve into a vibrant and world-class market place for content where carefully curated and vetted digital e-learning material will be made available.
· Besides capacity building, service matters like confirmation after probation period, deployment, work assignment and notification of vacancies etc. would eventually be integrated with the proposed competency framework.
