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Grievance Redressal

Explain the Concept of Grievance Redressal and Grievance Redressal Mechanism.

  • Grievances are expressions of resentment against specific acts of omission or commission that are wrong or perceived as wrong, and requiring corrective action to be taken.
  • In other words, if a grievance Redressal is received, it needs to be redressed.
  • For the present purpose, grievances include complaints by service recipients against non-delivery of services as expected by service recipients, but do not include requests for service delivery in the normal course.
  • Grievance Redress Mechanisms (GRMs) are process systems set up by organizations to receive record, investigate, redress, analyze, prevent, or take any other appropriate action in respect of grievances lodged against them.
  • Grievance Redressal Mechanisms in Central Ministries / Departments include grievances received by them from the public and clients / service recipients as well as from their own employees.
  • As such, these include issues related both to service delivery as well as to employment related matters (e.g. transfers, promotions, pensions, pay fixation).
  • Grievances Redressal are generally received from the public, but in some cases these could also be received from client departments / employees or retired employees.
  • For this purpose, the departments have to be Sevottam Compliant (See next topic)
  • g. Directorate of Estates is responsible for allocation of residential accommodation to central government officers.
  • This is a service delivery issue and not a service matter and therefore will be covered under Sevottam compliance by Directorate of Estates.
  • Similarly, Department of Pensions and Pensioner‟s Welfare is responsible for issuing clarifications regarding interpretation of pension rules.
  • This is also a service delivery issue and will be covered under Sevottam compliance by DoPPW.
  • A single window disposal system used by many Ministries/departments having a very large public interface is the system of organizing Lok Adalats and Jan Sunwai.
  • Citizens can file complaints from the comforts of their homes through a portal called CPGRAMS (Centralized Public Grievance Redress and Monitoring System).

Sevottam Service Delivery Excellence Model | Grievance Redressal

Q. What is Sevottam Model?

  • The word “Sevottam” is a combination of two Hindi words: Seva (Service) and Uttam (Excellent). It means “Service Excellence”, emphasizing the idea of “Service”.
  • It symbolizes the change in mindset within the Government, from administration and control to service and enablement.
  • It is an assessment – improvement model that has been developed with the objective of improving the quality of public service delivery in the country.
  • The model was conceived by the Department of Administrative Reforms & Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions in 2006.
  • Sevottam has also been launched as a certification scheme which provides for the award of the Sevottam symbol of excellence to public service organizations that implement and are able to show compliance to a set of management system requirements that have been specified in a specially created standard document.
  • This standard, known as IS 15700:2005, was developed by the Bureau of Indian Standards (BIS) based on the objectives of Sevottam.
  • The standard takes into account unique conditions of service delivery by Public service organisations in India and the sectoral and regional variations in service delivery standards.
  • It offers a systematic way to identify weaknesses in specific areas and rectify them through systemic changes and process reengineering.
  • India is among the first countries in the world to have a Quality Standard for public service delivery.

Q. What are the Objectives of Sevottam Model?

  • The key components of Sevottam are captured with the following objectives:
  1. Successful implementation of Citizen’s Charters: It requires opening up a channel for receiving citizens’ inputs into the way in which organizations determine service delivery requirements. Citizens’ Charter publicly declare the information on citizens’ entitlements; making citizens better informed and hence empowering them to demand better services.
  2. Service Delivery Preparedness and achievement of Results: An organization can have an excellent performance in service delivery only if it is managing the key inputs for good service delivery well, and building its own capacity to continuously improve delivery. This shall include identification of services rendered, the service delivery process, its control and delivery requirements.
  3. Sound Public Grievance Redress Mechanism : This 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.

Q. What is the Seven Steps Model for implementation of Sevottam?

The 2nd ARC report has recommended the following steps for the implementation of Sevottam:

  1. Define your services and identify your clients
  2. Set standards and norms for each service
  3. Develop capability to meet the set standards
  4. Perform to achieve the standards
  5. Monitor performance against the set standards
  6. Evaluate impact through an independent mechanism
  7. Continuous improvement based on monitoring and evaluation
  8. Watch Brainy IAS Video classes at my Youtube channel

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