2nd Administrative Reforms commission in its 12th report entitled "Citizen Centric Administration-the Heart of Governance" has recommended for making government organisations transparent accountable and citizen friendly. To achieve this objective the "seven steps model for citizen centricity" has been documented by the department of Administrative Reforms and Public Grievances(DARPG), Government of India as "Sevottam" framework meaning "Uttam-Seva" or Service Delivery Excellence. Sevottam is a continuing journey to revamp and refurbish our public service delivery mechanism to a level of excellence desired by the citizens. It incorporates e-Governance solutions, capability building of public servants and partnership with social groups to achieve transparency and accountability .With this object in mind, DARPG has designed the Sevottam framework as an assessment tool of the public service delivery. Accordingly, it has established Sevottam Cells in Administrative Training Institutes of most of the states including Haryana. The proposed Sevottam framework is a commitment to raise the standard of public service, enhance the customer's satisfaction, provide effective and efficient services besides bringing a continuous improvement in its services and delivery process. This model basically has three modules - Citizen's Charter, Public Grievance Redress Mechanism and Service Delivery Capability.
Citizen's Charter is a written declaration by a government that highlights the standard of service delivery that it subscribes to, availability of choice for consumers, avenues for grievance redressal and other related information. In brief, it is a set of commitments made by a department regarding the standard of services provided by it. Thus, Citizen's Charter is intended to empower the citizens by enabling them to demand committed standards of services and avail remedies in case of non-compliance by the service provider organisation/department. The basic thrust of the charter is to make the public services "citizen Centric" i.e. demand driven rather than supply driven.
Grievance has been defined as an indignation or resentment arising out of a feeling of being wronged. It is an expression of dissatisfaction made to an organisation related to its services. It includes complaints by the service recipients against the non delivery of the services in a standardised manner. It is a protest against the denial of the due. Many a times it results in to contempt against the service provider and sometimes leads to the social unrest as well.
Grievance Redressal Mechanism is a process set up by the organisation to receive, record, investigate, redress, analyse, prevent or take any appropriate action in respect of grievances lodged against them.
Capability building is the process of training and equipping the individuals with the knowledge, skill and preparedness that enables them to perform effectively and promptly. The goal of capacity building is to enhance the ability to evaluate and address the crucial needs and aspirations of the public in an efficient manner. It is a long term, continuing process in which all the functionaries of the service providing department/organizations, stakeholders and NGOs participate to make the process of service delivery transparent, people friendly and effective.
The Seven Steps to Citizen's Charter in Sevottam are - define all services which a department provides and identify clients; set standards and norms for each service; develop capability to meet the set standards; perform to achieve the standards; monitor performance against the set standards; evaluate the impact through an independent mechanism and continuous improvement based on monitoring and evaluation results.
Seven Steps to Grievance Redress System in Sevottam are-well established system of receipt of grievances; convenient for all users and its wide publicity; timely acknowledgement; time norm for redress; communication of action taken on redress; platform for appeal and analysis of grievance prone areas for making
Haryana Institute of Public Administration (HIPA) is an apex State Training Institute funded by the Govt. of Haryana. HIPA was established in 1983 with the objective of providing training, research and consultancy to improve efficiency and effectiveness in administration. The Institute endeavors to realize its objectives by enhancing professional knowledge, skills and inculcating attitude necessary for better performance of an individual and also of an organisation.
HIPA is an autonomous society registered under the Societies Registration Act, 1860. The governing body is headed by the Chief Minister. The managing committee called the Executive Council, is headed by the Chief Secretary of the State, looks after the functioning of the Institute. The Director who is a senior IAS officer normally in the rank of Financial Commissioner & Principal Secretary to the State Government is the Principal Executive Officer of the Institute.
The Institute’s professional structure consists of the following core faculties:-
Each faculty functions with considerable autonomy and flexibility and is responsible for designing, developing and carrying out training programmes, research and consultancy.
The Institute maintains a permanent core faculty of well-qualified and experienced members, while the subject specialists and management experts are invited as guest faculty from time to time.
The Institute maintains a permanent core faculty of well-qualified and experienced members, while the subject specialists and management experts are invited as guest faculty from time to time.
For IAS probationers alloted to Haryana cadre and also for Haryana Civil Service (Executive Branch) probationers.
For category ‘A’ & ‘B’ officers of all Government Departments recruited through Haryana Public Service Commission.
The Institute organises compulsory inservice training programmes for the HCS (Executive Branch) Officers.
The Institute organises subject-specific in-service training programmes for officers of different departments of the State Government on various areas.
These are organised for various Corporations/Boards and other autonomous bodies of the State Government and Central Government.
To improve the efficiency of officials right at the cutting edge level, the Institute also conducts training for supervisory level and class III employees of the State Government through its Secretariat Management School (SMS) Gurgaon and Divisional Centre (DTC), Panchkula.
HIPA conducts various training programmes sponsored by DOPT, Government of India such as 1-week/3-weeks in-service training programmes for IAS officers. In addition, some training programmes on subjects sponsored by various other National and International Agencies are also conducted.
In view of growing multidisciplinary approaches, the Institute conducts seminars and workshops so as to facilitate frequent interaction among the administrators, academicians and professionals on various subjects of interest.
The Institute undertakes, promotes and coordinates research and analytical studies on its own and in collaboration with other Government and Non-government organisations.The research and consultancy services offered by the Institute basically aim at problem diagnosis, preparation of action plans and redesigning and restructuring systems. The institute offers research and consultancy in the following areas :
The major achievements of HIPA in the area of research and consultancy includes a number of research projects successfully completed and publically acknowledged.
The Institute shifted to its own campus at Gurgaon in 1993, located at Plot No. 76, Sector -18, Gurgaon over a plot of 7 acres of Land. HIPA is just 10 kms. away from the International Airport on the Delhi-Jaipur Highway.
The Institute building has four stories and is equipped with excellent infrastructure facilities consisting of a number of class-rooms equipped with modern training aids, computer labs, spacious auditorium and conference rooms.
Library & Information Centre of the Institute is equipped with a core collection of over 25000 books in the area of Social Sciences, Management and Literature. The Centre subscribes to almost all leading Journals & Magazines of National and International repute.
Air-conditioned reading hall of the library provide conducive environment for study and research.
The Institute’s hostel provides well-furnished, comfortable accommodation for about 90 trainees at one time. It has spacious dining hall, mess facilities, indoor games like Table Tenis,Billards, Squesh Court etc. and sitting arrangements for smaller groups.
The working hours of library are 9.00 a.m to 5.00 p.m.HIPA library is use by employee of HIPA. It is not for public use.
Consultant
Phone No. : 0124-2340690 Ext.320
e-mail: sevottam_hipa@hipa.in
Cell Incharge, Associate Professor