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The Sevottam model for service delivery excellence, developed by DARPG, has three modules: Citizen's Charter, Public Grievance Redress, and ______.
- financial audit
- service delivery capability assessment
- political oversight
- judicial review
Answer: service delivery capability assessment
Sevottam model framework: (a) Module 1: Citizen's Charter — Commitment to service standards, timeframes, quality benchmarks, (b) Module 2: Public Grievance Redress — Mechanism for feedback, complaints, resolution tracking, (c) Module 3: Service Delivery Capability Assessment — Evaluate organizational capacity (staff, infrastructure, processes) to deliver promised services; identify gaps, plan improvements, (d) Certification: Departments can seek Sevottam certification after external assessment; not mandatory but promotes continuous improvement, (e) Impact: Encourages citizen-centric culture; challenges include awareness, capacity gaps, follow-up on assessments. Illustrates governance reform: voluntary framework promoting excellence through self-assessment and external validation.