Day 46 – Q. 5. “The Sevottam model is a blueprint for transforming public service delivery through citizen-centric governance.” Critically analyse the key components of the Sevottam model. How far has it been successful in ensuring quality and accountability in government services? (250 words, 15 marks)

Q. 5. “The Sevottam model is a blueprint for transforming public service delivery through citizen-centric governance.” Critically analyse the key components of the Sevottam model. How far has it been successful in ensuring quality and accountability in government services? (250 words, 15 marks)

Introduction

Introduced in 2006 by the Department of Administrative Reforms and Public Grievances, the  Sevottam model is a citizen-centric quality management framework aimed at improving  public service delivery through transparency, accountability, and responsive governance  mechanisms. 

Body 

Key Components of the Sevottam Model 

1. Citizen Charter: Clearly outlines service delivery standards, timelines, and citizen  entitlements to promote transparency and accountability. 
2. Public Grievance Redress Mechanism: Sets up institutional processes to handle citizen  grievances in a time-bound, efficient, and accessible manner. 
3. Service Delivery Enablers: Focuses on internal capacity building, training, and process  reforms to enhance the quality of public service. 

Performance and Achievements 

1. Improved efficiency and citizen satisfaction: Led to quicker, more reliable delivery of  services. Example: The Passport Seva Kendra reduced turnaround time and improved satisfaction  through online appointments and tracking. 
2. Enhanced grievance redressal mechanisms: Strengthened the institutional handling of  public complaints. Example: The Income Tax Department’s e-Nivaran system resolved issues faster and  tracked grievances transparently. 
3. Standardisation of services and timelines: Encouraged departments to define and  adhere to fixed timelines. Example: Indian Railways introduced timelines for refunds and bookings in citizen  charters. 
4. Increased use of technology and monitoring tools: Improved transparency and real time performance tracking. Example: Integration with CPGRAMS allowed central ministries to respond quickly and  monitor grievances. 
5. Encouraged replication of best practices: Inspired sectoral reforms and adoption of  similar models. Example: Delhi Jal Board introduced SMS alerts and online complaints inspired by  Sevottam. 

Challenges in Implementation 

1. Patchy Adoption Across States: Despite its potential, the 2nd Administrative Reforms  Commission noted uneven implementation across states and departments.
2. Lack of Awareness Among Citizens: As per DARPG’s own assessments, citizen awareness  about charters and grievance mechanisms remains low. 
3. Weak Institutional Mechanisms: Reports by NITI Aayog highlight that many departments  lack dedicated cells or trained personnel for service delivery reforms. 
4. Inadequate Monitoring and Evaluation: The 2nd ARC underlined the absence of  performance audits and independent reviews as a major limitation. 
5. Resistance to Reform: The 2019 Performance Monitoring Evaluation Report cited  bureaucratic inertia and limited incentives as key barriers to reform. 

Way Forward 

1. Mandatory Adoption Across All Levels: Encourage adoption in municipalities and  panchayats, with DARPG support. 
2. Capacity Building Programs: Train staff regularly on service standards and grievance  handling. 
3. Strengthen Evaluation Mechanisms: Use third-party audits and dashboards to track  compliance. 
4. Incentivise Performance: Link funding or awards to Sevottam-compliant delivery and  grievance metrics. 
5. Promote Best Practices: Replicate successful cases like Delhi Jal Board across  departments. 

Conclusion

The Sevottam model reflects the 2nd ARC’s vision of citizen-first governance. With reforms  and public participation, it can ensure responsive, efficient, and accountable public service  delivery in India.