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
