Citizen Centric Quality Management Systems in Public
Service Delivery
Integrated Child Development Services in seven Service
Delivery Centres in two villages in Karnataka State in
India
8th Asian National Quality Congress, Delhi 2010
Presentation for Paper No. INI129
The three Sections of this presentation
Section 1
Section 2
Section 3
The Citizen Centric Quality Management System Framework
Project Implementation structure
Highlights of the Initiative
Pro – Poor Service Delivery based on Quality for Reduction in
poverty
Social Sector Research shows a strong and positive
correlation between equitable and efficient service
delivery to the poor and overall reduction in poverty
Equitable Service delivery Systems need to be:Based on
Quality
Standards that
are well
documented
and well
publicized
PricewaterhouseCoopers
Efficient in
their delivery
such that they
can be
measured both
by the service
providers and
by the citizens
Simple to
Understand and
Use
BUT major Gaps exist between intent and outcome due to
which Public Service Delivery Systems tend to fail the poor
“How do we connect
policy with operations?”
politician
“We sometimes assume
that policies will
implement themselves.”
PricewaterhouseCoopers
citizen
Civil Servant
“The civil service requires
a better delivery culture.”
Quality Management System called Sevottam framework aims
at filling these gaps through a simple process
The Quality Management System (QMS) developed by the Department of
Administrative Reforms and Public Grievances, Government of India, is
called
SEVOTTAM
The term is a combination of two Hindi words – ‘Uttam’ + ‘Seva’= Sevottam
It is backed by an Indian Standard IS 15700 :2005 that was especially
created for certifying achievement of excellence in service delivery in the
government service sector
Sevottam seeks excellence by focusing on Quality Standards
based Public Service Delivery only
Government’s services delivery should not be a game of dice Citizen’s should know what to expect ? how much to expect?
from whom ? when ? And where?
Uncertainty
is sought to
be removed
through
published
standards
The QMS Sevottam framework provides the answer through
three modules that help to identify Gaps in Service Delivery
1. Citizen’s Charter – that
specifies and publishes the
standards of service delivery
2.
The Grievance Redress
Mechanism that process
complaints from citizens when
standards in Citizen’s Charter
are not met in the service delivery
3. Capacity Building for service
delivery to bring improvements
on a continuous basis
2 Common
Understanding
1.
3.
Promised
Delivery
Expectations
Desired
Delivery
Common Understanding
4.
Actual Delivery
Perceived
Delivery
8th Asian National Quality Congress, Delhi 2010
Presentation for Paper No. INI129
Identified Gaps are filled through the QMS Sevottam
framework for which the following logo is used for awareness
The Three Modules of QMS Sevottam Framework
PricewaterhouseCoopers
Simple Seven Steps that cover the entire QMS Sevottam
framework
PricewaterhouseCoopers
‘Sevottam’ – Assessment/Improvement Model: Quality Criteria and
Benefits
Critical Areas(3)
Integrated Model for Assessing Service Delivery
Citizen
Charter
Criteria(9)
Elements for
assessment*
(33)
Implementation
5
Monitoring
3
Review
3
BENEFITS
Healthy competition to
achieve excellence
Citizen empowerment
Redress Satisfaction
Public
Grievance
Redress
Service
Delivery
Capability
Receipt
3
Redress
3
Prevention
5
Customers
5
Employees
3
Infrastructure
3
Delivery Capability
enhancement
Compliance with basic
standards
* As questions which are rated on a five point scale ranging from “ad hoc” to “Systematic”
Project Implementation Structure and Stakeholders
DWCD
DARPG
ATI
PwC
DARPG, GoI
• Project Sponsor
• Keen on improvement of public service
quality across various departments /
states
DWCD, GoK (Client)
• Client state/ end-user department
• Piloting Sevottam/ QMS for improving
service delivery
Administrative Training Institute (ATI)
• State capacity building agency
• Absorb QMS support capacity
• To assist future Sevottam roll-outs to
other departments in the state
PricewaterhouseCoopers
• Implementation agency/ consultant
• Provide expertise and responsible to
implement the project in pilot locations
Promoting Excellence in Service Delivery
8th
Asian National Quality Congress, Delhi 2010
Presentation for Paper No. INI129
ICDS in pilot districts
• Chamrajnagar Project
− Chamrajnagar District
− Tribal Project: 529 sanctioned AWCs
− Eligible 25,230 children; 3,237 PW & 3,023 LM
− Pilot in Badanaguppe Village (4 AWCs)
• Manvi Project
− Raichur District
− Rural Project: 381 sanctioned AWCs
− Eligible: 46,558 children; 4436 PW & 5017 LM
− Pilot in Mudlapura Village (3 AWCs)
• Both projects sanctioned in 1990-91
Promoting Excellence in Service Delivery
Project Methodology
ASSESS PHASE
(Dec 08 to Mar 09)
DESIGN PHASE
(Apr-09 to Aug-09)
CONSTRUCT PHASE
(Sep 09 to Oct 09)
IMPLEMENT PHASE
(Nov 09 to Mar 10)
8th Asian National Quality Congress, Delhi 2010
1
Initial interactions with project
officials and study of existing
processes in the pilot locations
2
Stakeholder interactions on key
issues in ICDS and QMS rollout;
Framing sectoral standards
3
Preparation of draft QMS
manual & implementation plan;
Sevottam training for officials
4
Sevottam implementation in
pilot location, documentation &
preparation of QMS manual
Presentation for Paper No. INI129
Project Stages: Key Activities & Project Documents
Stage II: DESIGN
Stage I: ASSESS
KEY ACTIVITY
Project Initiation meeting
Initial field visit to both pilot
locations by PwC
Project Initiation meeting
Detailed AS-IS study in pilot
locations
KEY ACTIVITY
Stakeholder consultations at pilot
locations –set sector standards,
identify targets and KPIs
Document 1: Inception Report: project
brief, a summary of the ICDS scheme
and Sevottam model, approach and
methodology
Document 2: AS-IS Analysis report:
Project details and benchmarking;
Detailed functional assessment of 15
key business processes of ICDS with
process maps; Roles and views of all
key stakeholders
Document 3: Discussion note on
Sector Standards in ICDS in
Karnataka: Lists sector standards,
targets and KPIs identified based on
citizen and stakeholder consultations
Internal Stakeholder consultations Document 4: Note on Key issues in
implementing QMS: Citizen
State level stake holder Workshop Satisfaction Survey; Identification of
current status and key issues in
Citizen consultation and Surveys implementing in 5 areas of Sevottam;
8th Asian National Quality Congress, Delhi 2010
Presentation for Paper No. INI129
Stage IV: IMPLEMENT
Stage III: CONSTRUCT
Project Stages: Key Activities & Project Documents
KEY ACTIVITY
Draft Initial Action Items Note
Prioritization of implementation activities
Preparation of the QMS Framework
Concept Note: Public Grievance Redress
Concept Note: Better Monitoring with MIS
Infrastructure assessment tool
KEY ACTIVITIES
Implementation activities in pilot locations
Documentation commenced across dept
Final Citizen satisfaction survey
Document 5: Quality Management
System and Implementation
Methodology for Pilot: contains
citizen’s inputs regarding sector
standards compared with current
provisions; draft service quality
manual having detailed design of
QMS framework. implementation
methodology and activities for pilot
implementation
Document 6: Note on insight in to
implementation process for full
service delivery chain
Document 7: Users’ Manual for
implementing QMS
Creation of institutional structures to take
Sevottam implementation forward
Preparation of Citizen Charter
Document lessons learnt from Sevottam
and prepare users manual
8th Asian National Quality Congress, Delhi 2010
Presentation for Paper No. INI129
Capacity Building and Involvement of State Administrative
Training Institute, Mysore
•
Three day training and certification course on “Implementation of Service
Quality in Public Service Organizations as per IS 15700: 2005 given to
around 17 officials of department and 3 faculty from ATI
•
Sevottam Workshop at district level for field level functionaries
•
Presentation on Sevottam to all personnel concerned in the State
•
Capacity built through full time involvement of a faculty team of two
coordinator from the State Administrative Training Institution, Mysore
•
Funds released by DARPG to create Sevottam Training Cell to
institutionalize and disseminate service quality to DWCD and other
departments in the State Government
Citizen’s Satisfaction Survey and the four groups of initiatives
 All the 89 households eligible for availing the ICDS benefits in the 7
Anganwadi Centres in the two villages were surveyed at the beginning in
September 2009 and again at the end of the pilot project in March 2010
The results from the surveys were utilized for creation of service standards
for the Citizen’s Charter
 Initiatives are clustered in to four Groups:Group 1. Citizen’s Charter and Grievance Redress Mechanism - creation and
activation as a tool to empower service recipients
Group 2. Pre-School Education
Group 3. Supplementary Nutrition Packages
Group 4
Infrastructure and others
Citizen Satisfaction Survey and 10 Categories of its Results
•Categories in the survey results:
1.Awareness about Integrated Child Development Services (ICDS)
2.Integrated Child Development Services availed
3.Access to ICDS services
4.Citizen Satisfaction for each ICDS service
5.Rating for each service and overall rating
6.Satisfaction with AWW/ AWH/ BVS
7.Feedback on Complaint Handling Process
8.Specific responses Supplementary Nutrition Package (SNP)
9.Awareness and Satisfaction about Pilot Initiatives (only in final survey)
10.Suggestions for improvements/ changes
Group 1. Citizen’s Charter and Grievance Redress Mechanism
– creation and activation
S No Initiatives
1
Drafting of Citizen
Charter containing
standards of service
delivery under ICDS
2
Grievance Redress
Mechanism created
and activated
Details
Formulation of Citizen Charter
STAKEHOLDERS CONSULTED
MODE
Beneficiaries – Mothers of Children, Pregnant and Lactating Women
Citizen Survey on Sector Standards, Focus Group Discussions, Questionnaires
Local Community -Bal Vikas Samiti members, Sector Help Group members, Gram Panchayat
members,
Focus Group Discussions, Structured Questionnaires
Experts, Academicians and Researchers, NGO’s, Sector experts
Workshops, Structured Questionnaires, Interviews
Health Department staff– ANMs, LHV’s, BHEO, Medical Officers, THO
Focus Group Discussions, Structured Questionnaires, Interviews
DWCD Department staff– AWHs, AWW’s, Supervisors, ACDPOs, CDPOs, DPOs, Head office
staff
Focus Group Discussions, Structured Questionnaires, Interviews, Meetings
Working group for Citizens Charter
Meetings
Citizen charter prepared in both English and Kannada and available in both print and
online versions
Summary chart is to be put up across all 65,000 Anganwadi Centres in state
Group 2 - Pre-school Education
S No Initiatives
3
Annual Bal Mela
Function
4
New PSE Kits
Details
Pre-school Education - continued-
S No Initiatives
Details
5
Uniform and
Footwear for all PSE
children
•Identified from Citizens Survey
•Chamarajnagar – GP provided funds
•Raichur – Funds raised from Community
Mobilization
6
Support group of
elderly ladies and
kishoris (unmarried
women) to assist
AWW
• Initiated to increase community participation and
quality
•Core Groups formed in all pilot AWCs and sessions
running at least once a week
7
Child Progress Card
implemented – to be
repeated annually
•Checklist of child development milestones for Socioemotional development, Language cognitive skills,
Motor skills etc.
•CPC was done for all children attending the preschool activity and results shared with parents
Citizen Survey - Sector Standards - Pre School Education
PSE starting Age
PSE starting Time
1 year
30%
8 AM
1%
2 years
29%
9 AM
57%
3 years
41%
9:30 AM
36%
PSE completion Age
3 years
38%
4 years
1%
5 years
3%
6 years
57%
Topics – “Kannada & English - numbers and
alphabets”; “cultural activities”; “sports”; “discipline”;
“story telling”; “current topics and activities are
satisfactory”
10 AM
6%
PSE completion Time
12 PM
4%
1 PM
47%
1:30 PM
9%
2 PM
29%
3 PM
3%
4 PM
7%
Suggestions – “Improvement in quality”; “More AWW training”; “Sports equipment and event
among children”; “Extra-curricular and cultural activities”; “Emphasis on writing and learning”;
“Minimum PUC pass requirement for AWW”; “Children shown practical things around village”
Pre- School Education - Community Participation/ Monitoring
S No
Initiatives
8
Mobilization of funds
through community
and other schemes
(BRGF, NRHM)
9
Monthly Monitoring
by BVS members
10
Grading of AWCs by
using UNICEF
methodology
Details
UNICEF has developed a methodology for grading of
AWC by CDPO/ Supervisor
Grading of AWC was carried out in the pilot locations
with results of grading being displayed in the AWC.
Group 3 Supplementary Nutrition
S No Initiatives
11
Akshaya Patra
(Inexhaustible Vessel
/ Pot)
12
Assessment to
foresee impact of
new WHO growth
norms
Details
Supplementary Nutrition – continued S No Initiatives
13
Hemoglobin test to
establish level of
malnutrition
Details
Group 4 - Infrastructure and others
S No Initiatives
14
Infrastructure and
Facilities assessment
tool developed
15
Provision of LPG
cylinders and Water
filters in all AWCs
16
Re-introduction of
Health Referral Slips
and ICDS clinic Day
Details
Conducted in pilot locations
Has been scaled up across the state
Satisfaction with Project Initiatives from Citizen Survey
Citizen Satisfaction Survey - Sample results
SNP – Cooked Food
Baseline
Final
Pre-School Education
Baseline
Final
Citizen Satisfaction Survey – Pre-School Education
Baseline
Very Poor
Poor
Fair
Good
Very Good
Final
Very Poor
Poor
Fair
Good
Very Good
Citizen Satisfaction Survey –Supplementary Nutrition Packages
Baseline
Very Poor
Poor
Fair
Good
Very Good
Final
Very Poor
Poor
Fair
Good
Very Good
Citizens’ responses on sector standards in ICDS
Citizen Survey - Sector Standards - Pre School Education
Yes (unprompted)
Yes (from list)
Yes (Combined)
Uniform
50%
43%
93%
Toys & playthings
49%
43%
92%
Books for children
43%
45%
88%
Footwear
38%
53%
91%
Slate and chalk pieces
32%
62%
94%
Children to be taught 3Rs
19%
73%
92%
Playground at AWC
12%
65%
77%
Blackboard for children at AWC
11%
57%
68%
Transfer Certificate (TC)
7%
77%
84%
Mats for children to sit on
7%
62%
69%
Benches for children to sit on
3%
32%
35%
Report Card
1%
84%
85%
Others – bags, scholarships, pens
Thank You!
Floor open for Discussions