Sevottam Workshop

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Citizen Centric Quality Management Systems in
Public Service Delivery
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The three Sections of this presentation

• Section 1 The Citizen Centric Quality
  Management System Framework
• Section 2 Project Implementation
  structure
• Section 3 Highlights of the Initiative

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Pro Poor Service Delivery based on Quality for
Reduction in poverty

• Social Sector Research shows a strong and
  positive
• correlation between equitable and efficient
  service
• delivery to the poor and overall reduction in
  poverty

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Equitable Service delivery Systems need
to be-

• Based on Quality Standards that are well
  documented and well publicized

• Efficient in their delivery such that they
  can be measured both by the service providers and
  by the citizens

• Simple to Understand and Use

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BUT major Gaps exist between intent and
outcome due to which Public Service Delivery
Systems tend to fail the poor
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Quality Management System called Sevottam
framework aims at filling these gaps through a
simple process

• The Quality Management System (QMS)
  developed by the Department of
• Administrative Reforms and Public
  Grievances, Government of India, is
• called SEVOTTAM
• The term is a combination of two Hindi words
  Uttam Seva Sevottam
• It is backed by an Indian Standard IS 15700
  2005 that was especially created for certifying
  achievement of excellence in service delivery in
  the government service sector

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Sevottam seeks excellence by focusing on Quality
Standards based Public Service Delivery only
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Governments services delivery should not be
a game of dice - Citizens should know what to
expect ? how much to expect? from whom ? when ?
And where?

• Uncertainty
• is sought to
• be removed
• through
• published
• standards

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The QMS Sevottam framework provides the answer
through three modules that help to identify
Gaps in Service Delivery

• 1. Citizens Charter that specifies and
  publishes the
• standards of service delivery
• 2. The Grievance Redress
• Mechanism that process
• complaints from citizens when
• standards in Citizens Charter
• are not met in the service delivery
• 3. Capacity Building for service
• delivery to bring improvements
• on a continuous basis

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2 Common Understanding
1. Expectations
3. Promised Delivery
Common Understanding
4. Actual Delivery
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Identified Gaps are filled through the QMS
Sevottam framework for which the following logo
is used for awareness

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The Three Modules of QMS Sevottam Framework
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Simple Seven Steps that cover the entire QMS
Sevottam framework
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Sevottam Assessment/Improvement Model
Quality Criteria and Benefits
Critical Areas(3) Critical Areas(3) Criteria(9) Elements for assessment (33)
Integrated Model for Assessing Service Delivery Citizen Charter Implementation 5
Integrated Model for Assessing Service Delivery Citizen Charter Monitoring 3
Integrated Model for Assessing Service Delivery Citizen Charter Review 3
Integrated Model for Assessing Service Delivery Public Grievance Redress Receipt 3
Integrated Model for Assessing Service Delivery Public Grievance Redress Redress 3
Integrated Model for Assessing Service Delivery Public Grievance Redress Prevention 5
Integrated Model for Assessing Service Delivery Service Delivery Capability Customers 5
Integrated Model for Assessing Service Delivery Service Delivery Capability Employees 3
Integrated Model for Assessing Service Delivery Service Delivery Capability Infrastructure 3
BENEFITS
Healthy competition to achieve excellence
Citizen empowerment Redress Satisfaction Deliv
ery Capability enhancement
Compliance with basic standards
As questions which are rated on a five point
scale ranging from ad hoc to Systematic
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Project Implementation Structure and Stakeholders

• DARPG, GoI
• Project Sponsor
• Keen on improvement of public service quality
  across various departments / states
• DWCD, GoK (Client)
• Client state/ end-user department
• Piloting Sevottam/ QMS for improving service
  delivery
• Administrative Training Institute (ATI)
• State capacity building agency
• Absorb QMS support capacity
• To assist future Sevottam roll-outs to other
  departments in the state
• PricewaterhouseCoopers
• Implementation agency/ consultant
• Provide expertise and responsible to implement
  the project in pilot locations

Promoting Excellence in Service Delivery
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ICDS in pilot districts

• Chamrajnagar Project
• Chamrajnagar District
• Tribal Project 529 sanctioned AWCs
• Eligible 25,230 children 3,237 PW 3,023 LM
• Pilot in Badanaguppe Village (4 AWCs)
• Manvi Project
• Raichur District
• Rural Project 381 sanctioned AWCs
• Eligible 46,558 children 4436 PW 5017 LM
• Pilot in Mudlapura Village (3 AWCs)
• Both projects sanctioned in 1990-91

Promoting Excellence in Service Delivery
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Project Methodology
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Project Stages Key Activities Project
Documents
KEY ACTIVITY
Project Initiation meeting
Initial field visit to both pilot locations by PwC
Project Initiation meeting
Detailed AS-IS study in pilot locations
Document 1 Inception Report project brief, a
summary of the ICDS scheme and Sevottam model,
approach and methodology Document 2 AS-IS
Analysis report Project details and
benchmarking Detailed functional assessment of
15 key business processes of ICDS with process
maps Roles and views of all key stakeholders
Stage I ASSESS
KEY ACTIVITY
Stakeholder consultations at pilot locations set sector standards, identify targets and KPIs
Internal Stakeholder consultations
State level stake holder Workshop
Citizen consultation and Surveys
Document 3 Discussion note on Sector Standards
in ICDS in Karnataka Lists sector standards,
targets and KPIs identified based on citizen and
stakeholder consultations Document 4 Note on
Key issues in implementing QMS Citizen
Satisfaction Survey Identification of current
status and key issues in implementing in 5 areas
of Sevottam
Stage II DESIGN
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Project Stages Key Activities Project
Documents
KEY ACTIVITY
Draft Initial Action Items Note
Prioritization of implementation activities
Preparation of the QMS Framework
Concept Note Public Grievance Redress
Concept Note Better Monitoring with MIS
Infrastructure assessment tool
Document 5 Quality Management System and
Implementation Methodology for Pilot contains
citizens inputs regarding sector standards
compared with current provisions draft service
quality manual having detailed design of QMS
framework. implementation methodology and
activities for pilot implementation
Stage III CONSTRUCT
Document 6 Note on insight in to implementation
process for full service delivery chain Document
7 Users Manual for implementing QMS
KEY ACTIVITIES
Implementation activities in pilot locations
Documentation commenced across dept
Final Citizen satisfaction survey
Creation of institutional structures to take Sevottam implementation forward
Preparation of Citizen Charter
Document lessons learnt from Sevottam and prepare users manual
Stage IV IMPLEMENT
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Capacity Building and Involvement of State
Administrative Training Institute, Mysore

• Three day training and certification course on
  Implementation of Service Quality in Public
  Service Organizations as per IS 15700 2005 given
  to around 17 officials of department and 3
  faculty from ATI
• Sevottam Workshop at district level for field
  level functionaries
• Presentation on Sevottam to all personnel
  concerned in the State
• Capacity built through full time involvement of
  a faculty team of two coordinator from the
  State Administrative Training Institution, Mysore
• Funds released by DARPG to create Sevottam
  Training Cell to institutionalize and disseminate
  service quality to DWCD and other departments in
  the State Government

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Citizens Satisfaction Survey and the four
groups of initiatives

• All the 89 households eligible for availing the
  ICDS benefits in the 7 Anganwadi Centres in the
  two villages were surveyed at the beginning in
  September 2009 and again at the end of the pilot
  project in March 2010
• The results from the surveys were utilized for
  creation of service standards for the Citizens
  Charter
• Initiatives are clustered in to four Groups-
• Group 1. Citizens Charter and Grievance Redress
  Mechanism - creation and activation as a tool to
  empower service recipients
• Group 2. Pre-School Education
• Group 3. Supplementary Nutrition Packages
• Group 4 Infrastructure and others

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Citizen Satisfaction Survey and 10 Categories
of its Results

• Categories in the survey results
• Awareness about Integrated Child Development
  Services (ICDS)
• Integrated Child Development Services availed
• Access to ICDS services
• Citizen Satisfaction for each ICDS service
• Rating for each service and overall rating
• Satisfaction with AWW/ AWH/ BVS
• Feedback on Complaint Handling Process
• Specific responses Supplementary Nutrition
  Package (SNP)
• Awareness and Satisfaction about Pilot
  Initiatives (only in final survey)
• Suggestions for improvements/ changes

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Group 1. Citizens Charter and Grievance
Redress Mechanism creation and activation
S No Initiatives Details
1 Drafting of Citizen Charter containing standards of service delivery under ICDS
2 Grievance Redress Mechanism created and activated
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Formulation of Citizen Charter

• STAKEHOLDERS CONSULTED
• MODE
• Beneficiaries Mothers of Children, Pregnant and
  Lactating Women
• Citizen Survey on Sector Standards, Focus Group
  Discussions, Questionnaires
• Local Community -Bal Vikas Samiti members, Sector
  Help Group members, Gram Panchayat members,
• Focus Group Discussions, Structured
  Questionnaires
• Experts, Academicians and Researchers, NGOs,
  Sector experts
• Workshops, Structured Questionnaires, Interviews
• Health Department staff ANMs, LHVs, BHEO,
  Medical Officers, THO
• Focus Group Discussions, Structured
  Questionnaires, Interviews
• DWCD Department staff AWHs, AWWs, Supervisors,
  ACDPOs, CDPOs, DPOs, Head office staff
• Focus Group Discussions, Structured
  Questionnaires, Interviews, Meetings
• Working group for Citizens Charter
• Meetings
• Citizen charter prepared in both English and
  Kannada and available in both print and online
  versions
• Summary chart is to be put up across all 65,000
  Anganwadi Centres in state

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Group 2 - Pre-school Education
S No Initiatives Details
3 Annual Bal Mela Function
4 New PSE Kits
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Pre-school Education - continued-
S No Initiatives Details
5 Uniform and Footwear for all PSE children Identified from Citizens Survey Chamarajnagar GP provided funds Raichur Funds raised from Community Mobilization
6 Support group of elderly ladies and kishoris (unmarried women) to assist AWW Initiated to increase community participation and quality Core Groups formed in all pilot AWCs and sessions running at least once a week
7 Child Progress Card implemented to be repeated annually Checklist of child development milestones for Socio-emotional development, Language cognitive skills, Motor skills etc. CPC was done for all children attending the pre-school activity and results shared with parents
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Citizen Survey - Sector Standards - Pre School
Education
PSE starting Age PSE starting Age
1 year 30
2 years 29
3 years 41
PSE starting Time PSE starting Time
8 AM 1
9 AM 57
930 AM 36
10 AM 6
PSE completion Age PSE completion Age
3 years 38
4 years 1
5 years 3
6 years 57
PSE completion Time PSE completion Time
12 PM 4
1 PM 47
130 PM 9
2 PM 29
3 PM 3
4 PM 7
Topics Kannada English - numbers and
alphabets cultural activities sports
discipline story telling current topics
and activities are satisfactory
Suggestions Improvement in quality More AWW
training Sports equipment and event among
children Extra-curricular and cultural
activities Emphasis on writing and learning
Minimum PUC pass requirement for AWW Children
shown practical things around village
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Pre- School Education - Community Participation/
Monitoring
S No Initiatives Details
8 Mobilization of funds through community and other schemes (BRGF, NRHM)
9 Monthly Monitoring by BVS members
10 Grading of AWCs by using UNICEF methodology UNICEF has developed a methodology for grading of AWC by CDPO/ Supervisor Grading of AWC was carried out in the pilot locations with results of grading being displayed in the AWC.
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Group 3 Supplementary Nutrition
S No Initiatives Details
11 Akshaya Patra (Inexhaustible Vessel / Pot)
12 Assessment to foresee impact of new WHO growth norms
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Supplementary Nutrition continued -
S No Initiatives Details
13 Hemoglobin test to establish level of malnutrition
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Group 4 - Infrastructure and others
S No Initiatives Details
14 Infrastructure and Facilities assessment tool developed Conducted in pilot locations Has been scaled up across the state
15 Provision of LPG cylinders and Water filters in all AWCs
16 Re-introduction of Health Referral Slips and ICDS clinic Day
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Satisfaction with Project Initiatives from
Citizen Survey
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Citizen Satisfaction Survey - Sample results

• SNP Cooked Food
• Baseline Final

• Pre-School Education
• Baseline Final

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Citizen Satisfaction Survey Pre-School Education
Baseline
Very Poor
Poor
Fair
Good
Very Good
Final
Very Poor
Poor
Fair
Good
Very Good
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Citizen Satisfaction Survey Supplementary
Nutrition Packages
Baseline
Very Poor
Poor
Fair
Good
Very Good
Final
Very Poor
Poor
Fair
Good
Very Good
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Citizen Survey - Sector Standards - Pre School
Education
Citizens responses on sector standards in ICDS
Yes (unprompted) Yes (from list) Yes (Combined)
Uniform 50 43 93
Toys playthings 49 43 92
Books for children 43 45 88
Footwear 38 53 91
Slate and chalk pieces 32 62 94
Children to be taught 3Rs 19 73 92
Playground at AWC 12 65 77
Blackboard for children at AWC 11 57 68
Transfer Certificate (TC) 7 77 84
Mats for children to sit on 7 62 69
Benches for children to sit on 3 32 35
Report Card 1 84 85
Others bags, scholarships, pens Others bags, scholarships, pens Others bags, scholarships, pens Others bags, scholarships, pens
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Thank You!Floor open for Discussions