The Sevottam Model, proposed by the 2nd Administrative Reforms Commission, aims to improve the quality of public service delivery across government departments. It replaces earlier ineffective mechanisms like Citizen Charters and weak grievance systems.

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• Proposed by 2nd ARC for improved service delivery
• Combines “Seva” and “Uttam” meaning service excellence
• Framework sets standards for citizen-centric governance
• Includes seven steps from defining services to improvement
• Three modules: Citizen Charter, Grievance System, Capability
• Focus on quality, accountability and responsiveness
• Aims for citizen empowerment and better grievance satisfaction
• Fixes gaps in old Citizen Charters lacking stakeholder input
• Earlier grievance system weak or absent in many bodies
• Past service standards failed due to poor planning, training