Sevottam model is framework for excellence in service delivery by government. It is an assessment-improvement model.
According to Department of Administrative Reform and Public Grievances, the model has 3 components-
- The first component of the model requires effective charter implementation thereby opening up a channel for receiving citizens’ inputs into the way in which organizations determine service delivery requirements.
- The second component of the model, ‘Public Grievance Redress’ requires a good grievance redress system operating in a manner that leaves the citizen more satisfied with how the organization responds to complaints/grievances, irrespective of the final decision.
- The third component ‘Excellence in Service Delivery’, postulates that an organization can have an excellent performance in service delivery only if it is managing the key ingredients for good service delivery well, and building its own capacity to continuously improve delivery
