1

Initiative in KarnatakaFor Capacity Building

in

Public Service Delivery

Dr. Amita Prasad, IAS.,

Director General,

ATI, Mysore

(30

SEVOTTAM initiatives in Karnataka

Pre-Launching of SEVOTTAM Cell:

The DARPG-GoI selected Dept of Women &

Child Development, GoK for SEVOTTAM

initiatives wide letter dated 04.11.2008.

Appointed PWHC as consultants to guide the

initiatives Identified ATI Mysore for capacity

building activity.

The activities were funded under DfID-CBPR,

GoI.

Scope of Project

• Developing Methodology for implementation

of Quality Management System.

• Setting Standards with Stakeholders

participation.

• Six months operation of project to develop

implementation process.

• To help ATI to build capacity of its

Coordinators.

ICDS in Karnataka

Shows 71.3% coverage (2008-09).

Karnataka 18th in Health and Nutrition

Parameters.

Average performance in immunization

Hence Sevottam introduced as “Assessment

Improvement” Model for improving service

delivery.

Contd….!

ICDS scheme selected for Sevottam Initiative

(2009-10).

ATI, Mysore given responsibility for building

capacity and training.

Raichur and Chamrajanagara Districts

selected for pilot study.

5 Anganwadi is one circle selected.

Contd….!

Time Lines of Project

Inception Report February 2009.

User Manual March 2010.

User Manual for Implementation April

2010.

Sevottam Reports

Training at ATI ATI organised Training programme both at ATI

and District Level.

Training for Anganwadi workers.

ATI nominated two Faculties to coordinate

various activities under SEVOTTAM with PWHC

& DWC.

Chamarajanagar & Raichur Districts were

selected by the Dept for the Sevottam

Initiatives.

PWHC prepared Action Plan & discussed with

the DG ATI on 18.2.2009.

PWHC prepared following Reports & Discussed with

ATI:

Inception Report-February-2009.

AS IS Analysis Report-March-2009.

QMS & Implementation Methodology-Nov ’2009

Note on Insights into Implementation Process-

March-2010.

Documented Service Delivery Process-March-2010

User Manual for Implementation of SQS-April-

2010.

Annexure to User Manual-April-2010.Contd….!

Step 1 – Assess

Step 2 – Design

Step 3 – Construct

Step 4 – Implement

They included – Process related Beneficiary

feedback.

Insights into Implementation

Sevottam Requirement Action Taken

Commitment of topManagement

Project Coordination Mechanism

Service Quality Objectives andComplaints handling areestablished

Better training

Good Documentation Institutionalization of the Quality Management System.

Training Programme for DWCD interaction : Dr. Sanjeevan Bajaj & DG-ATI

Secretary DPARG addressing Participants during his visit

Training Activities

The Secretary, DARPG is looking to the Citizen Charter of DWCD Mysore District and Interacting with the officers

Training Programme for DWCD interaction : Dr. Sanjeevan Bajaj & DG-ATI

Formulation of Citizen Charter Group Activity in progress

Visit of Secretary DARPG-GoISri. R.C. Misra I.A.S., Secretary, DPPG

& DARPG-GoI Visited Sevottam Cell

on 28.07.2011.

His Observations as per Visit Report

dated 09.08.2011:

The Cell is fully Functional,

Very Good Infrastructure,

Impressed with the clear

understanding of the SEVOTTAM

Model by the Officers of Women &

Child Development trained by

SEVOTTAM Cell

Training Evaluation

Six Courses held as on July, 2011

No of Participants: 135

No of Dist represented: 15

Evaluation points (Average)

1. Most Useful for the job : 3.8/4

2. Met the objectives : 3.5/4

3. Training Enviornment (Overall): 3.6/4

4. Reading Material : 3.6/4

5. Overall weight average : 3.5/4

Feedback

Participants were made aware of Quality

Management and Sevottam Module.

Due to lack of support from department

pilot could not be upgraded.

Five (5) Anganwadis adopted in pilot

study are continuing with new initiative.

The department has changed its feeding

pattern making user friendly.Contd….!

The department has developed Citizen

Charters for all district offices and also all

Anganwadis.

Enabled the department to deliver services

under KGSC (SAKALA)

After withdrawal of PWC the programme

could not be sustained though ATI has

continued with Training in Sevottam for

selected departments.

Contd….!

Lessons Learnt

Revision of Citizen Charter taken up

with help of ATI.

Survey of Citizen Satisfaction.

Infrastructure facility Assessment Survey

undertaken.

What needs to be done

Internal Audit to be strengthened.

Management Review of Sevottam

implementation every six months.

Process performance needs to be

reviewed.

Govt. of Karnataka has constituted SEVOTTAM

Implementation Committee vide GO: Dated

09.11.2011.

SEVOTTAM Training Cell to take up Capacity

building Training activities for DWCD, Urban

Development, RDPR, Industries and Commerce

and Health and Family Welfare.

Conduct Perception studies as to the Quality,

Expectations of the People and Service

Providers.

Contd….!

Way Forward

Facilitate departments to Identify Gaps in

Service Delivery Mechanisms & means to

address those gaps.

Facilitate formulation of Citizen’s Charters

& PGRS.

Guide departments to prepare for

SEVOTTAM Certification.

Contd….!

THANK YOU