Explanation:

Sevottam Model is a model proposed by 2nd ARC (Administrative Reforms Commission) for public Service Delivery. The word, Sevottam, is a combination of two Hindi words: ‘Seva’ (service) and ‘Uttam’ (excellence). Sevottam Model is now regarded as a standard model for providing services in citizen centric governance. The model is developed by rectifying the drawbacks in the earlier mechanisms of public service delivery like Citizen Charters (CC), and is gradually adopted by various departments under Central and State government.
Sevottam model, a quality management framework applicable to public service delivery organisations, in all its departments. Service Delivery Excellence Model provides a framework for organisations to assess and improve the quality of service delivery to citizens.

The model prescribes seven steps:

• Define services and identify clients.
• Set standards and norms for each service.
• Develop capability to meet the set standards.
• Perform to achieve the standards.
• Monitor performance against the set standards.
• Evaluate impact through an independent mechanism.
• Continuous improvement based on monitoring and evaluation.
• Three Modules in Sevottam Framework

The Sevottam framework has basically three modules. They are:

• Citizen Charter.
• Public Grievance Mechanism.
• Service Delivery Capability.