India: Chavan to inaugurate workshop on Sevottam Compliant Citizen’s Charter (Hamara News, 29 Aug 2010)

The Sevottam (excellence in service) framework was designed by DARPG in 2006 as an assessment-improvement framework for public service delivery.

It has basically three modules – Citizen Charter, Public Grievance Mechanism and Service Delivery Capability.

Each of the modules is further divided into three criteria and eleven elements each. The framework helps Government Departments towards improving their public service delivery.