‘Sevottam’ to bring about a change in govt services
Harassed and tired of trying to get your legitimate work done by an unresponsive government department or ministry. Well, the department of administrative reforms is trying to bring about a change in the working of such departments and ministries by introducing the concept of Sevottam. Translated into English, Sevottam means “service excellence.”
While it remains to be seen if the department will succeed in its endeavour, it is trying to push ahead with the concept which importantly is trying to promote a “citizen friendly government”. It wants government officials to make a switch from a mindset that believes in administration and control to one that leans towards service and enablement. The administrative reforms department is trying to initiate the change in keeping with the observations of the Second Administrative Reforms Commission which had emphasised the need for a Citizen’s Charter wherein the citizen is “king” and government organisations exist to serve them.
As part of its attempts to change the way departments and ministries functions, the department of administrative reforms held a two-day worshop earlier this week for them on how they can design and implement a Citizen’s Charter and also formulate a Grievance Redressal Mechanism.
With citizens having several grievances against departments with a lot of public dealing, the grievance redressal mechanism formulated by the administrative reforms is significant. Not only has it laid down how grievances can be classified when received but has also suggested that time norms be put in place for disposing off complaints.
Yet another interesting concept introduced under Sevottam is to gague the satisfaction levels of members of the public with the services provided by government departments.
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