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
CENTRAL EXCISE & SERVICE TAX