Explanation: The citizens’ charter is one of the three modules/components of the “Sevottam Model”—the other two being public grievance redressal and service delivery capability.

• Sevottam is a “Service Delivery Excellence Model” which provides an assessment-improvement framework to bring about excellence in public service delivery.
• The term “Sevottam” is formed by joining two Hindi words “seva” and “uttam” meaning “service” and “excellence” respectively.

Source: Laxmikanth Governance