Sevottam comes from the Hindi words "Seva" and "Uttam" and means excellence in service delivery. It is a citizen- centric administrative measure to improve the quality of public services India and includes the following three main components. 1. Citizen Charter and Service Standards- Citizen Charter is the document where a public sector Organization declares its key services along with delivery timelines and requirements. Sevottam focuses on the forrmulation, monitoring and review of Citizen Charter to ensure the organization promises what it can deliver and delivers what it has promised. 2. Public Grievances - Here Sevottam focuses on receipt, redressal and prevention of grievances. 3. Service Delivery Enablers - This includes the key pillars which are required to give excellent service and includes Customer Feedback, Employee Motivation and infrastructure.


1991: Charter Mark by UK PM, John Major fixing ‘National Standard for Excellence in Customer Service.’
1993: US President Bill Clinton’s Exectutive Order ‘Setting Customer Service Standard’.
1992: Service Charter, France.
1997: Service Charter, Australia.
1992: Service Standards Initiative, Canada.
1997: Citizens’ Charter, India.
Dec, 2005: IS 15700: 2005 published. India became the 1st country to fix standards for PSOs


  1. Timeliness: time norms for specific services are enumerated in Citizens’ Charter.
  2. The services and norms are set as per active discussions with different stakeholders.
  3. Effectiveness: a single window system for service deliverables is targeted for delivery to cut down on assessees shuttling from one desk to another to get services.
  4. Responsiveness: a robust grievance redress system is needed to listen to assessees grievance as well as redress them timely.
  5. Courteous behaviour: norm for behaviour, specially in assessees facing positions, is described in the Citizens’ Charter and pro-active feedback on service delivery is gathered to judge this.
  6. Information: facilitation centers and help centers are targeted to meet assessees needs of information.
  7. Empathy: public grievance officers are needed to listen to assessees in their time of need



  1. Acknowledge all written communication within 7 working days.
  2. Convey decisions on the matters within 15 working days.
  3. Disposal of Refund claims within 3 months.
  4. Complete Central Excise Registration within 2 working days.
  5. Complete examination and clearances of export consignments at factory premises within 24 hours.
  6. Give 15 days advance intimation before undertaking audit of Assessee’s record.
  7. Release of seized documents within 30 days if they are not required by the Department.
  8. Acknowledge complaints within 48 hours and attempt to provide final replies within 30 working days.