Sevottam Division
Mission
1. To build up capacity of
the state government
departments having large
public interface in
implementing Uttam Seva
model i.e. SEVOTTAM to
ensure delivery of quality
public services.
2. To establish benchmarks in governance, public policy, administration.
3. To motivate public servants through excellence awards.
4. To document best practice for replication.
5. To prepare case studies of innovative initiatives for inspiring trainees.
2. To establish benchmarks in governance, public policy, administration.
3. To motivate public servants through excellence awards.
4. To document best practice for replication.
5. To prepare case studies of innovative initiatives for inspiring trainees.
The Sevottam Division has been set up by the institute for concerted action in a holistic perspective for achieving efficiency in delivery of public services in regulatory, welfare and development spheres of governance through policy and procedural reforms and capacity building of the government employees. Training of government personnel, especially at the cutting edge for attitudinal change, behavioral skill and motivation is an important part of the scheme. The Division aims at achieving the following objectives:
I Objectives
(A) Capacity building & Sevottam certification
(A) Capacity building & Sevottam certification
1. To undertake capacity building in behavioral skills and attitudinal change of the personnel at cutting edge.
2 To sensitize officers regarding Citizens Charter and the related ingredients of SEVOTTAM
3 To achieve SEVOTTAM certification i.e. BIS IS:15700 for selected departments.
2 To sensitize officers regarding Citizens Charter and the related ingredients of SEVOTTAM
3 To achieve SEVOTTAM certification i.e. BIS IS:15700 for selected departments.
(B) Government Process Re-engineering
1 To organize training programmes / workshops for Government Process Re-engineering.
2 To assist and support the government departments in improving the quality of administration and services by simplifying procedures, reducing administrative and non-productive expenditure and using information and communication technology (ICT).
2 To assist and support the government departments in improving the quality of administration and services by simplifying procedures, reducing administrative and non-productive expenditure and using information and communication technology (ICT).
(C) Public Grievances Redressal
1 To identify causes contributing to public grievances and suggest possible solutions.
2 To support the state govt. and its departments for successful implementation of Centralized Public Grievances Redressal and Monitoring(CPGRAM)software.
3 To devise institutional mechanisms for redressal of public grievances at district, departmental & state government level
2 To support the state govt. and its departments for successful implementation of Centralized Public Grievances Redressal and Monitoring(CPGRAM)software.
3 To devise institutional mechanisms for redressal of public grievances at district, departmental & state government level
(D) Right To Service Act,2011
1 To undertake capacity building for effective implementation of Right to Service Act,2011
2 To assist Punjab Right to Service Commission (PRSC) in identifying additional services for inclusion under the act through appropriate studies and process /policy reforms.
3 To create awareness and get feedback from the stakeholders.
2 To assist Punjab Right to Service Commission (PRSC) in identifying additional services for inclusion under the act through appropriate studies and process /policy reforms.
3 To create awareness and get feedback from the stakeholders.
(E) Orientation of Institutes Regional & District Centres(RDCs)/Centres/
Cells
1 To orient the efforts of various subject specific Centers/ Cells and Regional/District Centres(RDCs) of the Institute towards the above objectives and introduce necessary interventions in their working.
II Initiatives proposed/in hand by the Division
1. Sevottam Training and Certification
1. Sevottam Training and Certification
(a) Capacity Building in Sevottam :- Training of officers of the citizen- centric departments for framing of Citizen Charter in consultation with the stakeholders and devising Grievances Redressal Mechanism was conducted from 18-21 January,2011 and 10-11 February, 2011.
(b) Sevottam Certification :- Six citizen cenrtic departments namely i.e. Dairy Development,Industry and Commerce, Rural Dev. & Panchayats, Social Security, Agriculture and Technical Education have been identified to achieve Sevottam Certification .i.e. BIS IS: 15700 by implementing the prescribed protocols. The Sevottam certification i.e. BIS IS:15700 standard has specifically been framed for achieving quality in delivery of public services by focusing on
i) Citizens Charter
ii) Pubic Grievances Redress Mechanism and
iii) Capacity building. Under the directions of the Chief Secretary, these departments have since constituted committees to work on the standards under the guidance of Sevottam Division which is also availing expertise from Bureau of Indian Standards(BIS) for the purpose.
2. Training in Government Process Re-engineering (GPR)
Training of officers of the six departments namely Industry and Commerce, Health, Local Govt. , Ayurveda and Animal Husbandry was conducted on Government Process Re-engineering(GPR) in application mode from 29.11.2011 to 10.12.2011. Three of them have identified key problem areas and suggested solutions through GPR. Necessary steps for hand holding for implementation of proposed solutions are being taken by dovetailing IT applications in these departments for ensuring effective delivery of services. GPR aims at improving the efficiency and effectiveness of the processes that exist within and across the departments.
3. Public Grievances Redressal
Centralized Public Grievances Redressal and Monitoring (CPGRAM) software is being introduced in the state for addressing the systematic deficiencies which lead to recurrent public grievances. Studies to identify the reasons of their recurrence are proposed to be undertaken to set in motion the corrective processes.
4. Training in Behavioural Skills
Personnel at the cutting edge level mainly deal with the delivery of the public services. Their attitude plays a significant role in ensuring the quality and timeliness of the public services delivered by them. Training in Behavioural Skills which primarily includes attitudinal change, change management, interpersonal skills, team building etc. will bring a significant improvement in their attitude towards work. It is proposed to impart training to approximate 1000 personnel drawn from selected citizen-centric departments.
5.Feedback and awareness conferences regarding Punjab Right To Service Act
It is proposed to organize fifty such conferences in a year so that at least one conference is held in all sub divisions in two years. Stakeholders, designated officers and the appellate authorities will be the participants and the feedback obtained from such conferences will be documented and utilized for examining the feasibilities and inclusion of additional services and improving efficiency in dealing with the notified services.
6. Documentation Of Best Practices / Examples Documentation of best practices adopted and examples set by the outstanding persons /institutions in administration, policy formulation, welfare, development etc. would be undertaken. Any work which is exemplary, replicable and has demonstrative impact will be taken up for documentation. The documentation will be done in the form of a success story, a case study or a documentary. It would inspire the trainee officers and other departments to emulate and foster good governance.
7. MGSIPAP Excellence Awards
A scheme MGSIPAP Excellence Awards to acknowledge, recognize and reward the extraordinary and innovative work done by officials in the field of public administration for improving governance, development and public welfare is being introduced.
(b) Sevottam Certification :- Six citizen cenrtic departments namely i.e. Dairy Development,Industry and Commerce, Rural Dev. & Panchayats, Social Security, Agriculture and Technical Education have been identified to achieve Sevottam Certification .i.e. BIS IS: 15700 by implementing the prescribed protocols. The Sevottam certification i.e. BIS IS:15700 standard has specifically been framed for achieving quality in delivery of public services by focusing on
i) Citizens Charter
ii) Pubic Grievances Redress Mechanism and
iii) Capacity building. Under the directions of the Chief Secretary, these departments have since constituted committees to work on the standards under the guidance of Sevottam Division which is also availing expertise from Bureau of Indian Standards(BIS) for the purpose.
2. Training in Government Process Re-engineering (GPR)
Training of officers of the six departments namely Industry and Commerce, Health, Local Govt. , Ayurveda and Animal Husbandry was conducted on Government Process Re-engineering(GPR) in application mode from 29.11.2011 to 10.12.2011. Three of them have identified key problem areas and suggested solutions through GPR. Necessary steps for hand holding for implementation of proposed solutions are being taken by dovetailing IT applications in these departments for ensuring effective delivery of services. GPR aims at improving the efficiency and effectiveness of the processes that exist within and across the departments.
3. Public Grievances Redressal
Centralized Public Grievances Redressal and Monitoring (CPGRAM) software is being introduced in the state for addressing the systematic deficiencies which lead to recurrent public grievances. Studies to identify the reasons of their recurrence are proposed to be undertaken to set in motion the corrective processes.
4. Training in Behavioural Skills
Personnel at the cutting edge level mainly deal with the delivery of the public services. Their attitude plays a significant role in ensuring the quality and timeliness of the public services delivered by them. Training in Behavioural Skills which primarily includes attitudinal change, change management, interpersonal skills, team building etc. will bring a significant improvement in their attitude towards work. It is proposed to impart training to approximate 1000 personnel drawn from selected citizen-centric departments.
5.Feedback and awareness conferences regarding Punjab Right To Service Act
It is proposed to organize fifty such conferences in a year so that at least one conference is held in all sub divisions in two years. Stakeholders, designated officers and the appellate authorities will be the participants and the feedback obtained from such conferences will be documented and utilized for examining the feasibilities and inclusion of additional services and improving efficiency in dealing with the notified services.
6. Documentation Of Best Practices / Examples Documentation of best practices adopted and examples set by the outstanding persons /institutions in administration, policy formulation, welfare, development etc. would be undertaken. Any work which is exemplary, replicable and has demonstrative impact will be taken up for documentation. The documentation will be done in the form of a success story, a case study or a documentary. It would inspire the trainee officers and other departments to emulate and foster good governance.
7. MGSIPAP Excellence Awards
A scheme MGSIPAP Excellence Awards to acknowledge, recognize and reward the extraordinary and innovative work done by officials in the field of public administration for improving governance, development and public welfare is being introduced.
Recent Activities
Public grievances redress and implementation of CPGRAMS
Public grievances of recurring nature arise due to faulty policies, procedures, lack of delegation of powers, citizens' lack of
awareness and absence of a regular system to invent solutions and
grey areas owned by none. A paradigm shift is therefore required
treatment of public grievances which are being dealt with at various
levels without any effort to analyze the causes leading to grievances.
It is imperative to formulate systemic solutions of lasting nature. To
achieve this objective, Sevottam Division of the Institute proposes to
provide an effective public grievances redress system and aims to do
the following:
(i) Identification of generic factors contributing to recurrent public grievances and suggesting possible solutions.
(ii) Supporting the state government and its departments for successful implementation of Centralized Public Grievance Redress And Monitoring System.
(iii) Devising institutional mechanisms for redress of public grievances at various levels in such a manner that causes of grievances are eliminated through streamlining of systems at following levels:-
a. District level: Continuous analysis and improvement of district level mechanisms so that best practices are studied and better solutions adopted.
b. Departmental level: Complaints which are departmental in nature can be sorted out by introducing appropriate changes which need to be pursued.
c. State Government level: Generic problems need to be studied at the government level for solutions which may be applied mutatis-mutandis across various departments.
(iv) Launching training and sensitization programmes to motivate the employees to contribute to the process of finding solutions and empathize with the suffering people.
Centralized Public Grievance Redress And Monitoring System (CPGRAMS) is an integrated web based application software designed by Department of Administrative Reforms and Public Grievance (DARPG), Government of India. It captures the entire workflow of grievances receipt, redress and monitoring. It covers the activities like lodging of grievance, generation of its acknowledgment, assessment of matter, forwarding of grievances, monitoring of redress procedures, actions and final closure of the case.
Looking at 'all-inclusiveness' and 'reachability' of the automated web based system CPGRAMS, it has been decided to customize the CPGRAMS as per the needs of Punjab state.
NIC Punjab state unit has undertaken the task of coordinating the same and facilitating the state government in customization and hosting of the application system. Though CPGRAMS is successfully implemented at the centre replicating it at the state level requires customization according to the administrative set-up, workflow of the grievance redress system and need for offering a bilingual interface to make the system more understandable and usable. Therefore, the application has been configured accordingly with Chief Minister's Office (CMO) user at the helm of the entire PB-PGRAMS with super administrative powers. Departmental/Sector HoD users have been assigned to the respective Principal Secretary/ Financial Commissioner/ Secretary rank officers. Subsequent level users of subordinate offices/departments shall be created to report to their respective departmental/ sector HoD and likewise users for Deputy Commissioners have been created. Consequently, the entire state level administrative hierarchy shall be covered. To provide facility to use Gurumukhi interface to the citizens for lodging a grievance, the citizen interface has been customized accordingly.
Since the impact of PB-PGRAMS will be widespread, it requires participation of all the departments/ organizations and officers and its implementation is going to change the perception of the people towards grievance redress mechanism and governance as a whole.
(i) Identification of generic factors contributing to recurrent public grievances and suggesting possible solutions.
(ii) Supporting the state government and its departments for successful implementation of Centralized Public Grievance Redress And Monitoring System.
(iii) Devising institutional mechanisms for redress of public grievances at various levels in such a manner that causes of grievances are eliminated through streamlining of systems at following levels:-
a. District level: Continuous analysis and improvement of district level mechanisms so that best practices are studied and better solutions adopted.
b. Departmental level: Complaints which are departmental in nature can be sorted out by introducing appropriate changes which need to be pursued.
c. State Government level: Generic problems need to be studied at the government level for solutions which may be applied mutatis-mutandis across various departments.
(iv) Launching training and sensitization programmes to motivate the employees to contribute to the process of finding solutions and empathize with the suffering people.
Centralized Public Grievance Redress And Monitoring System (CPGRAMS) is an integrated web based application software designed by Department of Administrative Reforms and Public Grievance (DARPG), Government of India. It captures the entire workflow of grievances receipt, redress and monitoring. It covers the activities like lodging of grievance, generation of its acknowledgment, assessment of matter, forwarding of grievances, monitoring of redress procedures, actions and final closure of the case.
Looking at 'all-inclusiveness' and 'reachability' of the automated web based system CPGRAMS, it has been decided to customize the CPGRAMS as per the needs of Punjab state.
NIC Punjab state unit has undertaken the task of coordinating the same and facilitating the state government in customization and hosting of the application system. Though CPGRAMS is successfully implemented at the centre replicating it at the state level requires customization according to the administrative set-up, workflow of the grievance redress system and need for offering a bilingual interface to make the system more understandable and usable. Therefore, the application has been configured accordingly with Chief Minister's Office (CMO) user at the helm of the entire PB-PGRAMS with super administrative powers. Departmental/Sector HoD users have been assigned to the respective Principal Secretary/ Financial Commissioner/ Secretary rank officers. Subsequent level users of subordinate offices/departments shall be created to report to their respective departmental/ sector HoD and likewise users for Deputy Commissioners have been created. Consequently, the entire state level administrative hierarchy shall be covered. To provide facility to use Gurumukhi interface to the citizens for lodging a grievance, the citizen interface has been customized accordingly.
Since the impact of PB-PGRAMS will be widespread, it requires participation of all the departments/ organizations and officers and its implementation is going to change the perception of the people towards grievance redress mechanism and governance as a whole.
Contact: Dr.A.K.Kundra, IAS(Retd.),Advisor,Sevottam Division E-mail: sevottam@mgsipap.org
Ph: 0172-2793589-91,Ext.-211
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