Quality based Public Service Delivery and its Certification under IS 15700:2005

in India

1991 -Quality in Public Service Delivery introduced

• A ‘Charter Mark’ generic framework first

introduced by Prime Minister John Major, in

United Kingdom.

• Citizens’ Charter, empowers citizens with

information on services + quality standards

• Continued by Prime Minister Tony Blair

1997 –Citizens’ /Clients’ Charter (CCC) in India

- Adopted as a Resolution in a Conference of

Chief Minister, chaired by the Prime

Minister, on 24th May, 1997

- CCC, implemented simultaneously at the

Centre and in all States and Union

Territories

Malcolm Baldrige model of USA

• Defines ‘excellence in service delivery’ as

“a combination of process and results’.

• Department of Commerce, gives ‘Baldrige National Quality Award for bringing improvement in public service delivery.

• The model is adopted by all departments in the USA

2005 - Quality Management System (QMS) in India integrates - UK + USA model = Sevottam

• ‘Sevottam’ ?

It is a generic framework - for improving public service delivery on a continual basis, till excellence is achieved.

- Excellence here means improving processes to achieve

optimal point of timeliness and quality. It includes

reducing uncertainty from the viewpoint of Citizens

• Government organizations that adopt QMS Sevottam can be certified under Indian Standard 15700:2005, by Bureau of Indian Standards, New Delhi. 41 Central organizations certified from 2010 to 2013

Sevottam seeks excellence : (1) Citizen centricity + (2) Identify Gaps + (3) Quality Standards

Uncertainty for the citizen is sought to be removed through published standards includedin Citizens’ Charter

For Citizens, Public Service Delivery should not be a game of dice. They should know what to expect ? How much to expect? from whom ? when ? And where?

Public Service Delivery Systems tend to fail because major Gaps exist between intent and outcome

• Civil Servant

• citizen

• “How do we connect policy with

operations?”

• political

• “We sometimes assume that policies will implement

themselves.”

• “The civil service requires a better delivery culture.”

2 Common Understanding1. Expectations

Extent of Gap

6. Perceived Delivery

3. Promised Delivery

4. Actual Delivery

5 Experience

PricewaterhouseCoopers

• to be well documented and well publicized

• simple to understand and use

• easy to measure

Quality Standards for Public Service Delivery are -

QMS Sevottam makes public service delivery more certain and transparent

Citizens know - What service or goods to expect and What are the eligibility criteria?

• What documents and fee are to be given for availing the services ?

• How much to expect? from whom ? When ? Where? And How to avail a particular service?

• If service delivery is not as per standards, a grievance system is included in the Citizens’ / Clients’ Charter, for time bound redress.

Three Modules of QMS Sevottam Framework that help to identify and fill gaps in service delivery

‘Sevottam’ – Assessment/Improvement Model: Quality Criteria and Benefits

Critical Areas(3) Criteria(9) Elements for assessment* (33)

Integrated Model for Assessing Service Delivery

Citizen CharterExcellence

Implementation 5

Monitoring 3

Review 3

Public Grievance Redress

Receipt 3

Redress 3

Prevention 5

Service Delivery Capability

Customers 5

Employees 3

Infrastructure 3

Healthy competition to achieve excellence

Compliance with basic standards

BENEFITS

Citizen empowerment

Redress Satisfaction

Delivery Capability enhancement

* As questions which are rated on a five point scale ranging from “ad hoc” to “Systematic”

How? 3 Modules(M) 9 Criteria (C) 33 Elements cover all essential aspects of service delivery

• M1 - Citizen’s Charter has Criteria 1 to 3 - )• C1 Implementation ) 11 Elements• C2 Monitoring ) to Empower Citizens / Clients• C3 Review )

 

• M2 - Grievance Redress System has Criteria 4 to 6 - )• C4 Receipt )• C5 Redress ) 11 Elements• C6 Prevention ) for Redress satisfaction

• M3 - Capability Building for Service Delivery has Criteria 7 to 9 - ) 11 Elements• C7 Citizens / Clients ) for capability • C8 Employees ) enhancement• C9 Infrastructure )

Total Framework Three Modules   Nine Criteria 33 Elements

 

Sevottam simplified in Seven Steps

Why are Quality Management Systems needed in Public Service Delivery?

• To improve the prevailing public perception and negative image about public services being of poor quality and uncertain

• To improve the rate of economic growth by reducing existing levels of poverty

• To make development more equitable and sustainable

Pilot tested successfully in 10 Central Ministries / Departments

• India post - New Delhi, GPO 1st to be certified• Pensions - Grievance Desk• Railways - Nizamuddin Station, New Delhi• Passport office – New Delhi• Income tax 18 services -ASK, Pune and Kochi

certified • Customs and Excise - 4 divisions certified• Kendriya Vidhyalaya – Sector 1 and 8 RK Puram• Corporate Affairs – Registrar of companies• Food processing – main ministry • Employees Provident Fund Office -Karnal unit

Implementation continued

• Initiated in 4 others: • M/o Overseas Indian Affairs, Immigration

Division• Council for Application of PART under M/o

Rural Development,• 5 Police Stations in Gurgaon,• Foreigners Regional Registration Office under

M/o Home Affairs

4 pilots in four States

• Water and Sanitation, Municipal Corporation, Shimla, Himachal Pradesh

• Integrated Child Development Scheme, Karnataka

• Public Health and Family Welfare, Madhya Pradesh

• Public Distribution System, Orissa

• THANK YOU

TQM versus QMSTotal Quality Management (TQM) principles

• TQM is for manufacturing and engineering sectors principles. 

• Standardization of processes across organizations

• Optimization of resources • Elimination of waste and removal

of stages that do not add any value• Systems to facilitate improvement• Benchmarking /competitiveness• Review and continuous

improvement • Cause – Effect relationship and

statistical analysis • Quality improvement teams and

divisions as ‘cost centres’.

Quality Management Systems (QMS) principles

• QMS is a service delivery system, based on the 8 principles of -

• Customer focus• Involvement of stakeholders• Process as the basis of organizing

service delivery• System as the basis of managing

service delivery• Continual improvement• Analysis of data and information for

decision making • Mutually beneficial relationship with

supplier chain to create value addition

• Leadership for keeping employees motivated and establishing a unity of purpose in the organization.