8 th Asian National Quality Congress, Delhi 2010 Presentation for Paper No. INI129 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
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8 th Asian National Quality Congress, Delhi 2010Presentation for Paper No. INI129 Citizen Centric Quality Management Systems in Public Service Delivery.
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8th Asian National Quality Congress, Delhi 2010 Presentation for Paper No. INI129
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
Section 1 The Citizen Centric Quality Management System Framework
Section 2 Project Implementation structure
Section 3 Highlights of the Initiative
The three Sections of this presentation
Social Sector Research shows a strong and positive
correlation between equitable and efficient service delivery to the poor and overall reduction in poverty
Pro – Poor Service Delivery based on Quality for Reduction in poverty
PricewaterhouseCoopers
Based on Quality Standards that are well documented and well publicized
Efficient in their delivery such that they can be measured both by the service providers and by the citizens
Simple to Understand and Use
Equitable Service delivery Systems need to be:-
PricewaterhouseCoopers
Civil Servant
citizen
“How do we connect policy with operations?”
politician
“We sometimes assume that policies will implement
themselves.”
“The civil service requires a better delivery culture.”
BUT major Gaps exist between intent and outcome due to which Public Service Delivery Systems tend to fail the poor
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
Quality Management System called Sevottam framework aims at filling these gaps through a simple process
Sevottam seeks excellence by focusing on Quality Standards based Public Service Delivery only
Uncertainty is sought to be removed through published standards
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?
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
The QMS Sevottam framework provides the answer through three modules that help to identify Gaps in Service Delivery
8th Asian National Quality Congress, Delhi 2010 Presentation for Paper No. INI129
Common Understanding
2 Common Understanding
1. Expectations
Experience Perceived
Delivery
Desired Delivery
3. Promised Delivery
4. Actual Delivery
Identified Gaps are filled through the QMS Sevottam framework for which the following logo is used for awareness
PricewaterhouseCoopers
The Three Modules of QMS Sevottam Framework
PricewaterhouseCoopers
Simple Seven Steps that cover the entire QMS Sevottam framework
‘Sevottam’ – Assessment/Improvement Model: Quality Criteria and Benefits
Critical Areas(3) Criteria(9) Elements for assessment*
(33)
Inte
gra
ted M
odel fo
r Asse
ssing S
erv
ice D
eliv
ery
Citizen Charter
Implementation 5
Monitoring 3
Review 3
Public Grievance Redress
Receipt 3
Redress 3
Prevention 5
Service Delivery Capability
Customers 5
Employees 3
Infrastructure 3
Healthy competition to achieve excellence
Compliance with basic standards
BENEFITS
Citizen empowerment
Redress Satisfaction
Delivery Capability enhancement
* As questions which are rated on a five point scale ranging from “ad hoc” to “Systematic”
8th Asian National Quality Congress, Delhi 2010 Presentation for Paper No. INI129
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
Project Implementation Structure and Stakeholders
Promoting Excellence in Service Delivery
DARPG
PwCATI
DWCD
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 1990-91Promoting Excellence in Service Delivery
8th Asian National Quality Congress, Delhi 2010 Presentation for Paper No. INI129
Project Methodology
Initial interactions with project officials and study of existing processes in the pilot locations
ASSESS PHASE (Dec 08 to Mar 09) 1
Sevottam implementation in pilot location, documentation & preparation of QMS manual
IMPLEMENT PHASE(Nov 09 to Mar 10) 4
Stakeholder interactions on key issues in ICDS and QMS rollout; Framing sectoral standards
DESIGN PHASE(Apr-09 to Aug-09) 2
Preparation of draft QMS manual & implementation plan; Sevottam training for officials
CONSTRUCT PHASE(Sep 09 to Oct 09) 3
8th Asian National Quality Congress, Delhi 2010 Presentation for Paper No. INI129
Initial field visit to both pilot locations by PwC
Project Initiation meeting
Detailed AS-IS study in pilot locations
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
Sta
ge
II: D
ES
IGN
KEY ACTIVITY
Stakeholder consultations at pilot locations –set sector standards, identify targets and KPIs
Internal Stakeholder consultations
State level stake holder Workshop
Citizen consultation and Surveys
Document 3: Discussion note on Sector Standards in ICDS in Karnataka: Lists sector standards, targets and KPIs identified based on citizen and stakeholder consultations
Document 4: Note on Key issues in implementing QMS: Citizen Satisfaction Survey; Identification of current status and key issues in implementing in 5 areas of Sevottam;
8th Asian National Quality Congress, Delhi 2010 Presentation for Paper No. INI129
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
Sta
ge
IV: I
MP
LE
ME
NT KEY ACTIVITIES
Implementation activities in pilot locations
Documentation commenced across dept
Final Citizen satisfaction survey
Creation of institutional structures to take Sevottam implementation forward
Preparation of Citizen Charter
Document lessons learnt from Sevottam and prepare users manual
Document 6: Note on insight in to implementation process for full service delivery chain
Document 7: Users’ Manual for implementing QMS
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
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 EducationGroup 3. Supplementary Nutrition PackagesGroup 4 Infrastructure and others
Citizen’s Satisfaction Survey and the four groups of initiatives
• 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
Citizen Satisfaction Survey and 10 Categories of its Results
S No Initiatives Details
1 Drafting of Citizen Charter containing standards of service delivery under ICDS
2 Grievance Redress Mechanism created and activated
Group 1. Citizen’s Charter and Grievance Redress Mechanism – creation and activation
STAKEHOLDERS CONSULTEDMODE Beneficiaries – Mothers of Children, Pregnant and Lactating WomenCitizen Survey on Sector Standards, Focus Group Discussions, QuestionnairesLocal Community -Bal Vikas Samiti members, Sector Help Group members, Gram Panchayat
members,Focus Group Discussions, Structured QuestionnairesExperts, Academicians and Researchers, NGO’s, Sector expertsWorkshops, Structured Questionnaires, InterviewsHealth Department staff– ANMs, LHV’s, BHEO, Medical Officers, THOFocus Group Discussions, Structured Questionnaires, InterviewsDWCD Department staff– AWHs, AWW’s, Supervisors, ACDPOs, CDPOs, DPOs, Head office
staffFocus Group Discussions, Structured Questionnaires, Interviews, MeetingsWorking group for Citizens CharterMeetingsCitizen charter prepared in both English and Kannada and available in both print and
online versionsSummary chart is to be put up across all 65,000 Anganwadi Centres in state
Formulation of Citizen Charter
S No Initiatives Details
3 Annual Bal Mela Function
4 New PSE Kits
Group 2 - Pre-school Education
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 Socio-emotional development, Language cognitive skills, Motor skills etc.•CPC was done for all children attending the pre-school activity and results shared with parents
Pre-school Education - continued-
Citizen Survey - Sector Standards - Pre School Education
PSE starting Age
1 year 30%
2 years 29%
3 years 41%
PSE completion Age
3 years 38%
4 years 1%
5 years 3%
6 years 57%
PSE starting Time
8 AM 1%
9 AM 57%
9:30 AM 36%
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%
Topics – “Kannada & English - numbers and alphabets”; “cultural activities”; “sports”; “discipline”; “story telling”; “current topics and activities are satisfactory”
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”
S No Initiatives Details
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
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.
Pre- School Education - Community Participation/ Monitoring
S No Initiatives Details
11 Akshaya Patra (Inexhaustible Vessel / Pot)
12 Assessment to foresee impact of new WHO growth norms
Group 3 Supplementary Nutrition
S No Initiatives Details
13 Hemoglobin test to establish level of malnutrition
Supplementary Nutrition – continued -
S No Initiatives Details
14 Infrastructure and Facilities assessment tool developed
Conducted in pilot locations Has been scaled up across the state
15 Provision of LPG cylinders and Water filters in all AWCs
16 Re-introduction of Health Referral Slips and ICDS clinic Day
Group 4 - Infrastructure and others
Satisfaction with Project Initiatives from Citizen Survey