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As per the Sevottam model, a citizen charter must display-
1. Vision and mission statement of the organisation.
2. Define a grievance and mechanism to resolve it.
3. Organisational structure for better understanding of public.
4. List of key service(s) being offered by the organisation.
5. Annual expenditure for improving service delivery in the particular organisation.
Which of the above is/are correct. Choose the best option among given –
1. Vision and mission statement of the organisation.
2. Define a grievance and mechanism to resolve it.
3. Organisational structure for better understanding of public.
4. List of key service(s) being offered by the organisation.
5. Annual expenditure for improving service delivery in the particular organisation.
Which of the above is/are correct. Choose the best option among given –
- a)1, 3, 5
- b)2, 3, 4, 5
- c)1, 2, 3, 4
- d)None of the above
Correct answer is option 'D'. Can you explain this answer?
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Verified Answer
As per the Sevottam model, a citizen charter must display-1. Vision an...
Statement 1, 2, 4 are correct only.
Sevottam19 is a Service Delivery Excellence Model which provides an assessment-improvement framework to
bring about excellence in public service delivery. The need for a tool like Sevottam arose from the fact that
Citizens’ Charters by themselves could not achieve the desired results in improving quality of public services. The
Second Adminstrative Reform Commission has studied the Sevottam model and is of the view that it is a step in
the right direction. However, it would require further strengthening and refinement. Second ARC recommended
IS 15700:2005. The IS 15700:2005 of the Bureau of Indian Standards is an Indian Standard for Quality
Management Systems.
Some Stipulations in IS 15700:2005 regarding citizen charter
Sevottam19 is a Service Delivery Excellence Model which provides an assessment-improvement framework to
bring about excellence in public service delivery. The need for a tool like Sevottam arose from the fact that
Citizens’ Charters by themselves could not achieve the desired results in improving quality of public services. The
Second Adminstrative Reform Commission has studied the Sevottam model and is of the view that it is a step in
the right direction. However, it would require further strengthening and refinement. Second ARC recommended
IS 15700:2005. The IS 15700:2005 of the Bureau of Indian Standards is an Indian Standard for Quality
Management Systems.
Some Stipulations in IS 15700:2005 regarding citizen charter
The Citizens’ Charter shall contain:
1. Vision and mission statement of the organisation.
2. List of key service(s) being offered by the organisation, and
3. Measurable service standards for the service(s) provided and remedies available to the customer for noncompliance
to the standards. The Citizens Charter shall:
1. Represent a systematic effort of the organisation to focus on its commitment towards its customers.
2. Be simple and easily understandable and also printed in local languages, as required.
3. Be non-discriminatory.
4. Describe or refer to complaint handling process.
5. Include the name, address, telephone number and other contact details of the public grievance officer.
6. Be periodically reviewed for up-dates and continual improvement.
7. Highlight expectations of the organisation from its customers where required.
8. Provide information on the date of issue of the Citizens Charter and persons who were consulted during its
preparation.
1. Vision and mission statement of the organisation.
2. List of key service(s) being offered by the organisation, and
3. Measurable service standards for the service(s) provided and remedies available to the customer for noncompliance
to the standards. The Citizens Charter shall:
1. Represent a systematic effort of the organisation to focus on its commitment towards its customers.
2. Be simple and easily understandable and also printed in local languages, as required.
3. Be non-discriminatory.
4. Describe or refer to complaint handling process.
5. Include the name, address, telephone number and other contact details of the public grievance officer.
6. Be periodically reviewed for up-dates and continual improvement.
7. Highlight expectations of the organisation from its customers where required.
8. Provide information on the date of issue of the Citizens Charter and persons who were consulted during its
preparation.
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As per the Sevottam model, a citizen charter must display-1. Vision and mission statement of the organisation.2. Define a grievance and mechanism to resolve it.3. Organisational structure for better understanding of public.4. List of key service(s) being offered by the organisation.5. Annual expenditure for improving service delivery in the particular organisation.Which of the above is/are correct. Choose the best option among given –a)1, 3, 5b)2, 3, 4, 5c)1, 2, 3, 4d)None of the aboveCorrect answer is option 'D'. Can you explain this answer?
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As per the Sevottam model, a citizen charter must display-1. Vision and mission statement of the organisation.2. Define a grievance and mechanism to resolve it.3. Organisational structure for better understanding of public.4. List of key service(s) being offered by the organisation.5. Annual expenditure for improving service delivery in the particular organisation.Which of the above is/are correct. Choose the best option among given –a)1, 3, 5b)2, 3, 4, 5c)1, 2, 3, 4d)None of the aboveCorrect answer is option 'D'. Can you explain this answer? for UPSC 2024 is part of UPSC preparation. The Question and answers have been prepared according to the UPSC exam syllabus. Information about As per the Sevottam model, a citizen charter must display-1. Vision and mission statement of the organisation.2. Define a grievance and mechanism to resolve it.3. Organisational structure for better understanding of public.4. List of key service(s) being offered by the organisation.5. Annual expenditure for improving service delivery in the particular organisation.Which of the above is/are correct. Choose the best option among given –a)1, 3, 5b)2, 3, 4, 5c)1, 2, 3, 4d)None of the aboveCorrect answer is option 'D'. Can you explain this answer? covers all topics & solutions for UPSC 2024 Exam. Find important definitions, questions, meanings, examples, exercises and tests below for As per the Sevottam model, a citizen charter must display-1. Vision and mission statement of the organisation.2. Define a grievance and mechanism to resolve it.3. Organisational structure for better understanding of public.4. List of key service(s) being offered by the organisation.5. Annual expenditure for improving service delivery in the particular organisation.Which of the above is/are correct. Choose the best option among given –a)1, 3, 5b)2, 3, 4, 5c)1, 2, 3, 4d)None of the aboveCorrect answer is option 'D'. Can you explain this answer?.
As per the Sevottam model, a citizen charter must display-1. Vision and mission statement of the organisation.2. Define a grievance and mechanism to resolve it.3. Organisational structure for better understanding of public.4. List of key service(s) being offered by the organisation.5. Annual expenditure for improving service delivery in the particular organisation.Which of the above is/are correct. Choose the best option among given –a)1, 3, 5b)2, 3, 4, 5c)1, 2, 3, 4d)None of the aboveCorrect answer is option 'D'. Can you explain this answer? for UPSC 2024 is part of UPSC preparation. The Question and answers have been prepared according to the UPSC exam syllabus. Information about As per the Sevottam model, a citizen charter must display-1. Vision and mission statement of the organisation.2. Define a grievance and mechanism to resolve it.3. Organisational structure for better understanding of public.4. List of key service(s) being offered by the organisation.5. Annual expenditure for improving service delivery in the particular organisation.Which of the above is/are correct. Choose the best option among given –a)1, 3, 5b)2, 3, 4, 5c)1, 2, 3, 4d)None of the aboveCorrect answer is option 'D'. Can you explain this answer? covers all topics & solutions for UPSC 2024 Exam. Find important definitions, questions, meanings, examples, exercises and tests below for As per the Sevottam model, a citizen charter must display-1. Vision and mission statement of the organisation.2. Define a grievance and mechanism to resolve it.3. Organisational structure for better understanding of public.4. List of key service(s) being offered by the organisation.5. Annual expenditure for improving service delivery in the particular organisation.Which of the above is/are correct. Choose the best option among given –a)1, 3, 5b)2, 3, 4, 5c)1, 2, 3, 4d)None of the aboveCorrect answer is option 'D'. Can you explain this answer?.
Solutions for As per the Sevottam model, a citizen charter must display-1. Vision and mission statement of the organisation.2. Define a grievance and mechanism to resolve it.3. Organisational structure for better understanding of public.4. List of key service(s) being offered by the organisation.5. Annual expenditure for improving service delivery in the particular organisation.Which of the above is/are correct. Choose the best option among given –a)1, 3, 5b)2, 3, 4, 5c)1, 2, 3, 4d)None of the aboveCorrect answer is option 'D'. Can you explain this answer? in English & in Hindi are available as part of our courses for UPSC.
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