Quality based Public Service Delivery and its Certification

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 24 th 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

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? Uncertainty for the citizen is sought to be removed through published standards included in Citizens’ Charter

Public Service Delivery Systems tend to fail because major Gaps exist between intent and outcome “How do we connect policy with operations? ” political “We sometimes assume that policies will implement themselves. ” citizen Civil Servant “The civil service requires a better delivery culture. ”

2 Common Understanding 3. 1. Expectations Promised Delivery Extent of Gap 4. Actual Delivery 5 Experience 6. Perceived Delivery

Quality Standards for Public Service Delivery are • to be well documented and well publicized Pricewaterhouse. Coopers • simple to understand use • easy to measure

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) Integrated Model for Assessing Service Delivery Citizen Charter Excellence Criteria(9) Elements for assessment* (33) BENEFITS Implementation 5 Monitoring 3 Review 3 Citizen empowerment Receipt 3 Redress Satisfaction Redress 3 Prevention 5 Service Delivery Customers Capability Employees 5 Public Grievance Redress Infrastructure Healthy competition to achieve excellence Delivery Capability enhancement Compliance with basic standards 3 3 * 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 • • M 1 - Citizen’s Charter has Criteria 1 to 3 - ) C 1 Implementation ) 11 Elements C 2 Monitoring ) to Empower Citizens / Clients C 3 Review ) • • M 2 - Grievance Redress System has Criteria 4 to 6 - ) C 4 Receipt ) C 5 Redress ) 11 Elements C 6 Prevention ) for Redress satisfaction • • M 3 - Capability Building for Service Delivery has Criteria 7 to 9 - ) 11 Elements C 7 Citizens / Clients ) for capability C 8 Employees ) enhancement C 9 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 1 st 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

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TQM versus QMS Total Quality Management (TQM) principles Quality Management Systems (QMS) 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’. 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.