DoPT - Grievances Redressal Mechanism, Sevottam 4ETHICS

Mrunal (http://mrunal.
org/)
[GS2] Department of Administrative Reforms & Public Grievances (DARPG),

Sevottam Framework, E-O ce
Ethics (http://mrunal.org/category/ethics-2) / 1 year Ago /

35 Comments (http://mrunal.org/2013/10/gs2-department-of-administrative-reforms-public-grievan
For ACIO & Insurance AO

Maths: Fast-track Rajesh Verma
(http://www.flipkart.com/fast-track-objectivearithmetic-3rd/p/itmd68vjuzdcmrs7?
pid=9789351760146&affid=mrunalrugm)
Reasoning: RS Agrawal
(http://www.flipkart.com/modern-approachverbal-non-reasoningrevised/p/itmdytg8ghhmrq75?
English: SP Bakshi
(http://www.flipkart.com/objective-generalenglish-2012/p/itmdyuqqgafhtehp?
1.
Prologue
2.
Functions of department
3.
Administrative Reforms
4.
Sevottam Service Delivery
5.
National e-Governance Plan (NeGP)
6.
E-Office
7.
CPGRAM: Online Redressal
8.
Governance Knowledge Centre
9.
National E-Governance Conference
10.
Record Retention Schedule (RTI)
11.
Misc. Functions of DARPG
12.
e-Sugam
13.
Aarogyam
14.
Awards/conferences
15.
United Nations Public Service Awards

1.
#1: Mass Contact Programme of Kerala
16.
2.
#2: Swavalamban initiative, Dhanbad (Jharkhand)
3.
#3: Graamin Haat, Madhya Pradesh
Mock Questions
Prologue
UPSC SYLLABUS
TOPICS IN THIS ARTICLE
(GS2) Ministries and Departments of the

Government-Structure, organization and functioning
Department of Administrative
Reforms & Public Grievances
1. E-office model
2. Centralised Public Grievance
(GS2) e-governance: applications
Redress and Monitoring System

3. E-Sugam
4. Arogyam
1. Sevottam Model
(GS2) transparency & accountability and institutional

and other measures.
2. Mass Contact Programme of

Kerala
3. Swavalamban initiative, Dhanbad
4. Graamin Haat, Madhya Pradesh
+Same topics also relevent for Public Administration Syllabus.

Ministry of Personnel, Public Grievances and Pensions. Has three departments.
1. Department of Administrative Reforms & Public Grievances (DARPG)
2. Department of Personnel & Training (DOPT)
3. Department of Pensions & Pensioners Welfare (DOP&PW)
In this article, we see the first department: the Department of Administrative Reforms &
Public Grievances (DARPG)
Functions of department
1. Administrative Reforms, including e-governance
2. redress of public grievances in general and central government in particular;
3. Liaison with State Governments, UT, professional institutions and foreign countries for
Public Administration related matters.
4. Office Procedure Manual for Central Secretariat.
5. fancy things (details in later part)
6. O&M (Organization and Methods)*
*O&M is part of Public administration syllabus, but not much relevant for GS. But just for the
curious souls: O&M helps simplifying and improving work systems, accounting system, file
management etc.
Administrative Reforms
This department helps implementing the recommendations of 2nd ARC in various ministries and
departments of union, state and UTs.
REPORT
SUBJECT
1st Report
Right to Information-Master key to governance
2nd Report
Unlocking human capital. Entitlements and Governance a Case Study
3rd Report
Crisis Management- From Despair to Hope
4th Report
Ethics in Governance
5th Report
Public Order- Justice for each, Peace for all.
6th Report
Local Governance
7th Report
Capacity Building for Conflict Resolution Friction to Fusion
8th Report
Combating Terrorism
9th Report
Social Capital A Shared Destiny
10th Report
Refurbishing of Personnel Administration Scaling New Heights
11th Report
Promoting e-Governance The Smart Way Forward
12th Report
Citizen Centric Administration The Heart of Governance
YEAR
2006
2007
2008
13th Report
Organizational structure of Government of India
14th Report
Strengthening Financial Management System
15th Report
State and District Administration
2009
Sevottam Service Delivery

SEVOTTAM , meaning Uttam Seva= service delivery excellence.
Ok we should have service delivery excellence. but how? One practical difficulty= lack of a
common understanding on what is acceptable quality for service delivery across different
organizations and geographical locations.
Here, Dept. of ARPG comes to help, lays down the Sevottam guidelines, helps various
ministries and departments, states and union territories to implement them.
You implement them in your office, and send a report to DARPG. Then you can brag in front
of your parents, batchmates, neighbors, relatives, journalists and citizens that My
office/department/ministry is Sevottam compliant.
To implement Sevottam, you (bureaucrat) do three things:
First thing
You put a nice billboard in your office, that show
1. what services you provide?
2. under what time limit?
3. Whom to contact in case of problem?
This is your citizen charter. Most of the central ministries and departments have citizen
characters in their offices and on their websites. For more on citizen charters click me
(http://mrunal.org/2013/03/polity-citizens-charter-bill-2011-salient-features-issues-criticismexplained.html)
Second thing
You put in a grievance redressal mechanism.
Grievance=feeling of being wronged.
A grievance can be real, or imaginary, legitimate or ridiculous, rated or unvoiced, written or

oral.
But when a grievance is received, it needs to be redressed.
You setup a Grievance Redress Mechanism (GRM). This system helps you receive record,
investigate, redress, analyze, prevent any grievances.
For central ministries and departments, there is already a Centralized Public Grievance
Redress and Monitoring System (CPGRAMS). [separately discussed in other paragraph]
Third thing
You improve your public service capability. But How? Three main methods
#1: Root Cause Analysis (RCA)
(http://www.flickr.com/photos/97816112@N02/10050722885/)
under this method, you create fishbone charts to identify root of a problem. Who/what is
responsible for the given problem. example see following image.
Then you take measures to fix that root problem.
#2: 5s/Kaizen
5s is based on the Japanese concept of Kaizen
Kaizen means elimination of waste.
Kaizen is a technique to improve functioning and solving problems without throwing
money at them.
In 5s technique, you focus on five s: Sort, Stabilize, Shine, Standardize and Sustain
Benefits of 5s technique
1. Removes old records= increases physical space in the office and cupboards.
2. Reduces time wasted in searching for documents.
3. Many organizations have used 5S tools to achieve 30-second search time for documents.
4. Removes useless furniture and machinery=increase physical space and ambience in the
office.
#3: Gap Analysis:
Here you classify various activities/issues of your organization and give them color codes. E.g.
red for problematic, green for smooth and thus prepare a color chart. This helps you identify
the culprit behind inefficiency.
(http://www.flickr.com/photos/97816112@N02/10050723285/)
Now to put this Sevottam Topic in formal English:

2nd ARC =>12th Report=> Citizen Centric Administration
the Heart of Governance.
In this report, 2nd ARC recommended the government organizations to become

1. Transparent
2. Accountable
3. Citizen friendly
Government accepted this recommendation, asked all ministries to adopt the Seven Step
Model for Citizen Centricity.
DARPG documented this Seven Step Model under the name SEVOTTAM.
SEVOTTAM means Uttam Seva= service delivery excellence.

SEVOTTAM has three modules:
module
description
1. CITIZEN CHARTER
These charters enumerate services provided by an organization,

its time limits and quality standards.
focus on
I. implementation
II. monitoring
Citizen charters empower people to demand quality service and

seek remedies in case of non-delivery.
Thus, Citizens / Clients Charter makes the public services citizen
centric by making them demand driven rather than supply
III. review
driven.
2. GRIEVANCE
REDRESS
MECHANISM
focus on
I. receipt
II. redress
To redress citizens grievances in a time bound and systemic

manner.
with the help of Grievance Redress Mechanism (GRM) and
Centralised Public Grievance Redress and Monitoring Sysytem
(CPGRAMs)
III. prevention
3. PUBLIC SERVICE
DELIVERY
CAPABILITY
focus on
I. customers
To augment human and technological resources for better

service delivery
with help of management techniques such as 5s tools, root
cause analysis, gap analysis etc.
II. employees
III. infrastructure
Bene ts of Sevottam implementation

1. Makes the public organization
a. Citizen friendly
b. Accountable
c. Transparent
2. Improves the speed and quality service delivery.
3. improve cleanliness and physical space in the office
4. Reduces causes of complaints, corruption and negligence.
5. Solves maximum complaints immediately on receipt.
6. Eliminates fire-fighting style of working.
7. Eliminates outdated activities, wastage of money and resources.
ON A NON-SERIOUS NOTE
TM
Just like Sevottam there should be MevottamTM.

Because Mewaa means sweet/bribe/commission.
Thus, if a department/ministry has this certificate = means its bribe potential is very high.
Presently, the MevottamTM compliant ministries are: coal, telecom and defense ministry.
National e-Governance Plan (NeGP)

In 2006, jointly formulated by
1. Department of Administrative Reforms & Public Grievances (DARPG)
2. Department of Electronics and Information Technology (Deity)
NeGP aims
1. To make the government services accessible to the common man with help of ICT
2. Setup massive countrywide IT-infrastructure to reach down to the remotest of villages
3. large-scale digitisation of records
4. Bring public services closer home to citizens.
Under NeGP there are 31 Mission Mode Projects (MMP).
These MMPs serve as vehicles for electronic service delivery @Central, State and Local levels.
for more schemes on e-governance, read the 10th chapter summary of Economic survey, click
me (http://mrunal.org/2013/05/economic-survey-ch10-part-2-of-5-telecommunication-and-it-enayana-boss-sameer-nixi.html)
E-O
ce
Under National e-Governance Plan there are many Mission Mode Projects
One such Mission Mode Projects= e-Office
DARPG is the nodal department to implement this e-office project.
E-office aims for e-file (electronic files) + digital signature for authentication +
Computerized workflows=paperless office.
e-Office MMP will be implemented in phased manner, to all Department/Ministries of
central government
Deadline: when 12th Five Year Plan ends (i.e. 31st March 2017)
DARPG gives following support to implement E-office Project:

1. government process re-engineering frameworks
2. e-Manual
3. e-Office product suite (software)
4. Hardware-computer, UPS, scanners, network and bandwidth
5. Product awareness, training and capacity building, handholding and post-deployment
support.
(~110 words. The aukaat of e-office topic is not beyond 12 marks, so not going in further details)
CPGRAM: Online Redressal

Centralised Public Grievance Redress and Monitoring System (CPGRAMs)
Handled by this department.
Setup in more than 80 Ministries / Departments and 6000 subordinate organizations
@central levels. Also includes selected States and UT.
Anyone can lodge grievance from anywhere, anytime to any Ministry/ Department- using the
webportal (link: http://pgportal.gov.in/)
Citizen can even upload a document along with the grievance application.
Citizen can track his/ her complaints.
Departments are supposed to dispose of grievances within two months.
Senior officials are given online dashboards to monitor the overall progress in grievance
redressal.
by DARPG.
a web based digital repository of best practice and
Governance
Knowledge Centre
knowledge resources
for good governance and Public Administration.
link: http://indiagovernance.gov.in/
(http://indiagovernance.gov.in/)
National E-Governance Conference

held every year
jointly organized by
Department of Administrative Reforms & Public Grievances
Department of Electronics & Information Technology
Any one State government
2012 Conference held in Odisha.
2013 Conference held in Rajasthan, Theme: Towards an Open Government.
During this conference, National Awards on e-Governance also given for the year 2012.
Many projects won the award but Im only listing the ones with fancy names/abbreviation
fancy name
what?
Computerisation of Registration (Panjeeyan) Project
1. Panjeeyan
by Assam government
category
Government Process
Re-engineering
Online Voting System (OVS), State Election

Commission, Gujarat
Using webportal, voters can register themselves
as e-voters.
2. OVS
on election day, they can cast their votes using

internet from the comforts of their residences /
Government Process
Re-engineering
offices.
successfully applied in the elections o municipal
corporations in Gujarat.
Students Academic Management System (SAMS)
Odisha government
3. SAM
E-Admission (applying in common application

form for various colleges.)
E-Administration (issuing library card, hostel
room etc.)
Bihar Infrastructure Mapping Geomatics Oriented
Citizen-Centric
Service Delivery
4. iBHUGOAL
Application Model
Bihar Government
Mineral Administration and Governance Using ICT.
Geology and Mining Dept of Gujarat
5. MAGIC
Innovative use of
Technology in eGovernance
E-Auction of new leases to mineral blocks.

RFID for vehicle tracking to curb unauthorized
transportation of minerals
6. iMINE
Gujarat Mineral Development Corporation Limited

(GMDC)
use of ICT by PSUs for

Customers Benefits
Special Project for Assistance, Rehabilitation &

Strengthening of Handicapped
SMS to the registered users on the schemes and
camps organized in any area
7. SPARSH
Voice CallAlert System to createawareness

about disability, opportunities, schemes, rights
use of ICT in Social

Sector Programme
of PwDs
Toll free Call centre to provided for guidance
and assistance
by MP government
More projects: These are not given award in 2012- but mentioned in the ministers speechhelps as fodder material.
Bangalore Traffic Improvement Project

B-TRAC
Bangalore city police initiated

out reporting, generating notices, collecting fines, receiving complaints,
payment of fines, and reducing traffic congestion and accidents in the city
health insurance scheme by AP government for BPL
Aarogyasri
has a Website Portal that deals with registrations of a patient to the

discharge, claim settlement etc.
by Bihar government
Jaankari
Helps RTI filling through phone call.

Solves digital divide and digital illiteracy problem.
CA$H
This Department gives financial assistance for:
Modernizing Central Government Offices. The Department gives 75% of project cost and
beneficiary Ministries/Departments will pay the remaining 25%. (but why is not named after
you know who?)

funding Good governance initiatives by the State/UT Governments on selective basis.
Record Retention Schedule (RTI)

Under the R.T.I, you can seek information from public authorities. But at the same time, it is
illogical for the government organizations to maintain records for infinite period e.g. file
showing the telephone-electricity bills of PMO during 1981-82.
Therefore, such not-so-important documents should be destroyed after 3 years, 5 years or
10 years. But who will decide which documents to keep for how long?
Answer. Department of Administrative Reforms and Public Grievances. They prepare Record
Retention Schedule common to all Ministries and Departments.
Misc. Functions of DARPG

1. Publishes books, journals and newsletters.
a. quarterly journal Management in Government
b. Monthly News Letter -Civil Services News
2. Human Resource Development, Training, Awareness & Assessment.
3. IR/Diplomacy
a. Collaboration with Other countries: for sharing ideas and experience in Public
Administration. Notable partners: Brazil, South Africa, China and Malaysia, Canada,
European Union, South Korea, Japan, Australia.
b. IBSA seminars/awards for Public Administration. (will be given to civil servants and public
sector institutions)
c. MoU with Singapore for cooperation in Public Administration.

4. Makes documentary films on success stories of good-governance, e-governance so
a. They can be replicated in other parts of India.
b. Can be shown to probationers in central and state services.
c. Panchayat members, delegates in conferences, seminars etc.
d. for telecast on Doordarshan
In 2013, they released seven documentary films on good governance initiatives:
documentary
film on
details
e-Sugam, an acronym for Simple Uploading of Goods Arrivals and
Movements
Online system, by Karnataka State with help of NIC.
Businessman have to submit details of every consignment (above
e-Sugam
20,000 rupees) to e-Sugam portal and gets a unique number.

This saves dealers from bribe-demand, inspection-harassment and
time-waste at the road check-post.
Ultimately the system aims to link e-sugam to invoices and VAT
refunds to reduce tax evasion.
by UP Govt. Health Department
a village-wise database of all the beneficiaries (pregnant/lactating
women, children up to 5 years) of an area is being maintained.
Aarogyam software sends automated alerts in the form of vernacular
Aarogyam
voice calls/SMS to the beneficiary

informing and reminding them about their pending antenatal care,
postnatal care and immunization appointments.
These alerts are also sent to local level health officials informing them
about due services in the area.
Remaining documentary films dont have fancy name worth a 2 marker, hence Im ignoring. but
If you want to see the list, goto http://pib.nic.in/newsite/erelease.aspx?relid=99684
(http://pib.nic.in/newsite/erelease.aspx?relid=99684)
Awards/conferences
Where this Department of Administrative Reforms & Public Grievances (DARPG) plays a part:
Given on Civil Services Day (21 st April) each year.

Prime Ministers Award for
Excellence in Public
Administration
total 15 awards
To officers of the Central and State Governments.
for extraordinary and innovative work in Public
Administration.
21st April earmarked as Civil Services Day
to celebrate the spirit of Civil Services
Civil Service Day
provides an occasion for introspection and selfevaluation

Both central and state service officers attend the event
started from 2006
for exemplary implementation of e-Governance
National e-Governance
Awards
initiatives are given in seven categories

Given in multiple categories e.g. best government
website, best ICT usage by PSUs etc.
held every year since 1997
National conference on Egovernance
It is a platform to discuss, exchange views and

experiences relating to e-governance initiatives.
organized by DARPG + Department of IT and one state
government
Provides platform to exchange views between the
Conference of Chief
Secretaries
Centre and the States.

For discussion on crucial national and international
issues.
IBSA awards for Public

Administration
extraordinary achievement and innovative work done

by the civil servants in public institutions in IBSA
countries
United Nations Public Service Awards

Although not under the purview of this department but was in news because 3 Indian
projects also got this award (http://www.thehindu.com/news/national/un-public-service-awardsfor-3-indian-projects/article4854050.ece). Lets take a look:
#1: Mass Contact Programme of Kerala

1. Initiated by the Chief Ministers Office, Kerala
2. Under the programme, the Chief Minister visits each town and organises massive events
where people can address their queries personally.
3. It enables interaction between the people and the government without delay or corrupt
practices.
4. The initiative has reduced the time usually taken to respond to complaints and actions and
has fast tracked problem solving.
#2: Swavalamban initiative, Dhanbad (Jharkhand)

Improved pension disbursement in the district.
before
after the project

database of all pensioners
was digitised with the help of
registration and disbursement of pension was done
a new software.
manually- very cumbersome, tedious, non-
automating payment into
transparent, lot of paper work,
pensioners bank accounts
A pensioner had to wait days, weeks or months and
also through Business
sometimes had to pay bribes to get pension.
Correspondent in remote
rural areas
no bribes or delays.
delay almost three months
just three days
for more on Swavalamban scheme, click me (http://mrunal.org/2013/04/economy-new-pensionscheme-swavalamban-nps-lite-pfrda-meaning-issues.html#264)
#3: Graamin Haat, Madhya Pradesh

Madhya Pradesh governments Graamin Haat project
Enables the Women Self Help Groups (SHGs) to run haats in the weekly markets (haats).
helps women get management skills, operate a business on their own and improve overall
living conditions in their communities.
This in turn created a new sense of self-confidence and earned them respect in the family
and society=women empowerment.
Mock Questions
5marks
1. NeGP
2. e-office
3. Sevottam
12 marks
1. Write a note the role and functions of Department of Administrative Reforms & Public
Grievances in promoting good governance.
2. Write a note on Sevottam framework.
25m
1. Define Good Governance and discuss the role of Sevottam framework and National eGovernance Plan in promoting good governance.
Essay
1. Good Governance and E-governance are the yin and the yang for a successful
democracy.
2. Among a people generally corrupt, liberty cannot long exist.
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So far 35 Comments posted
REPLY (/2013/10/GS2-DEPARTMENT-OF-ADMINISTRATIVE-REFORMS-PUBLIC-GRIEVANCESDARPG-SEVOTTAM-FRAMEWORK-E-OFFICE.HTML?REPLYTOCOM=96551#RESPOND)
Kamal Kishor
10.02.2013 AT 2:34 PM (HTTP://MRUNAL.ORG/2013/10/GS2-DEPARTMENT-OFADMINISTRATIVE-REFORMS-PUBLIC-GRIEVANCES-DARPG-SEVOTTAM-FRAMEWORK-EOFFICE.HTML/COMMENT-PAGE-1#COMMENT-96551)
Sir, Maine UPSC ko RTI send kiya tha registered post se, usko 40 days se
jyda ho Gya, abi Tk reply ni aya h.. Kya kru? Please help.
Vikas
Nice One Sir.Keep Going :).First one to Comment !
c anand kumar
good afternoon sir i say that very thankful sit sir because lot of
information given
karttik
Sir nice work. Could you pls refer some material on topics like social
empowerment, communalism, secularism,regionalism, role of women,
features of indian society, diversity,effects of liberalisation,industrial
policy, industrial growth and EIA
sameer
great article as always sir can you please notify what articles in this
series is to follow thank you
Chandralekha
Thank you mrunal sir..:)
Nitin
Keep going with ur good work sir
Sidhartha
great work mrunal sir as usual

i have a request for you
as u separately uploaded ma n ba material of pub adm,pol sc,socio
i request you to please upload
1)ignou tourism studies
2)ignou ba ma history
3)ignou ba ma philosophy
4)ignou ba ma economics
5)ignou school of agriculture
please do it as u have for other subjects
it will be easy for download for all of us and we will get some scattered
material from all these
Anand
Good One Mrunal Sir!!!
hari
excellent article
sudha
thank u sir
Sheelbhadra
Mevottam, nice one!
Mehul
Remaining documentary films dont have fancy name worth a 2 marker,

hence Im ignoring.
sahi baat hai!
jude_lucy
What a relief! Thanks !
mak
hi evry1..i have a doubt plss clarify..i keep seeing foreign investment will
finance CAD(curnt account deficit)foreign investments are categorized
under capital account..in such case how it can finance current account
deficit?? and what is the implicit meaning of financing CAD through
FDI?? CAD is just a number..how it is financed??
REPLY (/2013/10/GS2-DEPARTMENT-OF-ADMINISTRATIVE-REFORMS-PUBLICGRIEVANCES-DARPG-SEVOTTAM-FRAMEWORK-E-OFFICE.HTML?
REPLYTOCOM=103984#RESPOND)
devil's_tatto
11.03.2013 AT 8:19 AM (HTTP://MRUNAL.ORG/2013/10/GS2-DEPARTMENT-OFADMINISTRATIVE-REFORMS-PUBLIC-GRIEVANCES-DARPG-SEVOTTAM-FRAMEWORK-EOFFICE.HTML/COMMENT-PAGE-1#COMMENT-103984)
The term actually refers to reduction in CAD through inflow of FDI.
bhor
Paper 4 investment model ?
Mehul
for investment models, two good articles were given through this
competition
http://mrunal.org/2013/10/result-september-writing-competitionrevision-notes-for-everyone-representation-of-peoples-actinternal-security-infrastructure-and-more.html
(http://mrunal.org/2013/10/result-september-writing-competitionrevision-notes-for-everyone-representation-of-peoples-actinternal-security-infrastructure-and-more.html)
sudheer
sir how can i download this material relating to administrative reforms ?
Rahul
mrunal sir.. shukra manaiye aap china mein nahi hai.. Nahi to Mevottam
pe dande chal jaate
Dipankar
Granary of Information
amol jadhav
sir pls post articles on diplomacy
Gajendrasinh
Excellent Mrunal!!!
You are guiding us as an E-GURU!!!!
dhiraj s
ifs exam experience

Along with question cum answer booklet question paper is also
provided.
2.moreover for essay of 800 to 1000 words nine pages were provided
3.for eight and six markers same space was provided .one whole blank
page.
4.for gs more than 40 pages to write actually 45.expect lengthy paper.
5.paper quality now good.moreover name of upsc which appeared on
page is no more
Abhishek
bhai paper ruled thi kya?
Rohan
10.04.2013 AT 1:56 PM (HTTP://MRUNAL.ORG/2013/10/GS2-DEPARTMENT-OFADMINISTRATIVE-REFORMS-PUBLIC-GRIEVANCES-DARPG-SEVOTTAMFRAMEWORK-E-OFFICE.HTML/COMMENT-PAGE-1#COMMENT-96994)
Unruled Tha.
Rohan
Thank you
sonia
sir can u plz provide some detail on supreme courts order on immediate
disqualification of mps nd mlas
khokan
Bhaiya bahut bahut dhanyabad jo aap UPSC ka materials itne simple

roop mein hum logon ko de rahe hai..waise bhai me UPSC exam mein
successful hona chahta hoon aur jaldi karna chahta hoonmein chahta
hoon ki sirf aapke notes padhke clear karna hai kyon ki ye mujhe samajh
me aa jata haibrother I will appear the exam in english mediumso
please suggest me in this regard.
Thanking You,
khokan
odisha
aditya
Aarogyam initiative in UP won the UNPS award in 2012. along with MP

for Public Servie Delivery Act, which was the 1st state to enact a public
service delivery act
aditya
with ref to Documentary made by DARPG
ag (http://mrunal.org)
really impressive wrk sirworth appreciating
archana
I have filed complaint on PG PORTAL as to how my plot is demanded and

Rs two lacs by officer K to my husband Y. Y denied to K for illegitimate
demand. Therefore K gave Y a zerox copy of order dtd 28.9.2012 on Ys
chargesheet dtd 4.6 2008 dropping the chargesheet. Enormous pressure
was applied on Y for the demand through the touts. Having no
alternative Y filed RTI application dtd 21.12.2012 regarding this
chargesheet in the office of K and senior officers of K.As revenge K
altered the order dtd. 28.9.2012 and reduced the payment of Y and
stopped the promotion of Y on the basis of newly order dtd. 16.11.2012
not yet served to Y but served to K senior office etc as revealed in the
decision on PG PORTAL complaint by me.
So what RTI, ETHICS and PG PORTAL administration told by you, it is like
BOLBACHAN going in our country. Further Y has limits as per Service
Rules that Y cannot approach the media, giving full ground to the
bureaucracy to behave arbitarily and as per whims because K manages
seniors and seniors agree with report of K and the injustice is continuing
as per the film KUDRAT KA KANOON-HINDI.If CAT/COURTS are to be
approached there also delay and loss of money.
CITIZENS IN INDIA ARE WATERMELONS AND THERFORE BEFORE KNIFE
THE FATE OF WATERMELONS IS TO BE ULTIMATELY CUTTED.
Siddharth jain
SIR IF WE ALREADY HAVE CPGRAM , what is the use of creating a further

central public greivances redressal commission under the citizens
charter redressal mechanism , that you talked about in previous article
vikash
Thank u sir
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DoPT - Grievances Redressal Mechanism, Sevottam 4ETHICS

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Mrunal (http://mrunal.

[GS2] Department of Administrative Reforms & Public Grievances (DARPG),

Ethics (http://mrunal.org/category/ethics-2) / 1 year Ago /

For ACIO & Insurance AO

Sevottam Service Delivery

National e-Governance Plan (NeGP)

CPGRAM: Online Redressal

Governance Knowledge Centre

National E-Governance Conference

Record Retention Schedule (RTI)

Misc. Functions of DARPG

United Nations Public Service Awards

#1: Mass Contact Programme of Kerala

#2: Swavalamban initiative, Dhanbad (Jharkhand)

#3: Graamin Haat, Madhya Pradesh

TOPICS IN THIS ARTICLE

(GS2) Ministries and Departments of the

(GS2) e-governance: applications

Redress and Monitoring System

(GS2) transparency & accountability and institutional

2. Mass Contact Programme of

+Same topics also relevent for Public Administration Syllabus.

Right to Information-Master key to governance

Unlocking human capital. Entitlements and Governance a Case Study

Crisis Management- From Despair to Hope

Public Order- Justice for each, Peace for all.

Capacity Building for Conflict Resolution Friction to Fusion

Social Capital A Shared Destiny

Refurbishing of Personnel Administration Scaling New Heights

Promoting e-Governance The Smart Way Forward

Citizen Centric Administration The Heart of Governance

Organizational structure of Government of India

Strengthening Financial Management System

State and District Administration

Sevottam Service Delivery

A grievance can be real, or imaginary, legitimate or ridiculous, rated or unvoiced, written or

Now to put this Sevottam Topic in formal English:

the Heart of Governance.

In this report, 2nd ARC recommended the government organizations to become

SEVOTTAM means Uttam Seva= service delivery excellence.

These charters enumerate services provided by an organization,

Citizen charters empower people to demand quality service and

To redress citizens grievances in a time bound and systemic

To augment human and technological resources for better

Bene ts of Sevottam implementation

Just like Sevottam there should be MevottamTM.

National e-Governance Plan (NeGP)

DARPG gives following support to implement E-office Project:

CPGRAM: Online Redressal

National E-Governance Conference

Online Voting System (OVS), State Election

on election day, they can cast their votes using

E-Admission (applying in common application

E-Auction of new leases to mineral blocks.

Gujarat Mineral Development Corporation Limited

use of ICT by PSUs for

Special Project for Assistance, Rehabilitation &

Voice CallAlert System to createawareness

use of ICT in Social

Bangalore Traffic Improvement Project

Bangalore city police initiated

has a Website Portal that deals with registrations of a patient to the