It is a service delivery excellence model which provides an assessment improvement framework.

Sevottam literally is the combination of Hindi words ‘SEWA + UTTAM’, meaning Uttam Sewa i.e.

excellence in services. The Model has three modules:

a. Citizen Charter

b. Public Grievance Redressal Mechanism

c. Service Delivery Capability


Significance of the Model

1. It is a quality management framework applicable to the activities of public service delivery

organizations at the point of interface with service recipients

2. It is a tool in the hands of implementing organizations

3. It guides them through systematic initiatives for sustainable improvements in service delivery

4. It enables implementing organizations to undertake a systematic, credible and authenticated

self-assessment for citizen centric service delivery

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