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SEVOTTAM is a Service Delivery Excellence Model which provides an assessment improvement framework to bring about excellence in public service delivery. It is a programme for further improvement in system to deliver excellence in service delivery. The model works as an evaluation mechanism to assess the quality of internal processes and their impact on the quality of service delivery. The SEVOTTAM model seeks to assess an organization on (i) implementation of the Citizens’ Charter, (ii) implementation of grievances redress system and (iii) service delivery capability. This assessment is made through three modules.

The first component of the model requires effective Charter implementation thereby opening up a channel for receiving citizens’ inputs into the way in which organizations determine service delivery requirements. Citizens’ Charters publicly declare the information on citizens’ entitlements thereby making citizens better informed and hence empowering them to demand better services.

The second component of the model ‘Public Grievance Redress’ requires a good grievance redress system operating in a manner that leaves the citizen more satisfied with how the organization responds to complaints/grievances, irrespective of the final decision.

The third component ‘Excellence in Service Delivery’ postulates that an organization can have an excellent performance in service delivery only if it is efficiently managing well the key ingredients for good service delivery and building its own capacity to continuously improve service delivery.

Sevottam targets assessees’ stated as well as implied needs

Sevottam gives framework to understand and address assessees’ stated needs as well as implied needs.

Sevottam targets stated needs like

  • Timeliness: time norms for specific services are enumerated in Citizens’ Charter. The services and norms are set as per active discussions with different stakeholders.
  • Effectiveness: a single window system for service deliverables is targeted for delivery to cut down on assessees shuttling from one desk to another to get services.
  • Responsiveness: a robust grievance redress system is needed to listen to assessees grievance as well as redress them timely.


Sevottam targets implied needs like

  • Courteous behaviour: norms for behaviour are described in the Citizens’ Charter and pro-active feedback on service delivery is gathered to judge this.
  • Information: Facilitation centres and help centres are targeted to meet assesses needs of information.
  • Empathy: Public grievance officers are needed to listen to assessees in their time of need.


Tools for facilitation and Tax Payer Services

  • Discern: Promise what you can deliver. Keep focus on high value services for asseesses and deliver them as promised.
  • Automation: Automation allows timely and faster turnaround for delivery of a service
  • Dedicated centers: This allows ground level focus on a single window facility for specific or all assessee segments.
  • Smooth processes: Simplification of procedures allows responsive and reliable services
  • Database: A robust database allows better assessee management with faster transfer of data as well as quick cross checks. It allows better information sharing leading to trade facilitation.



SEVOTTAM programme was rolled out in Delhi-III Commissionerate on 10th December, 2010. The following services are taken up for implementation at the Commissionerate office.

  • Acknowledge all written communications immediately and in no case later than 7 working days of their receipt,
  • Convey decision on matters requiring approval/permission from the Commissionerate office within 15 working days of their receipt,
  • Give minimum 15 days advance intimation before undertaking audit of assessee’s records,
  • Release seized documents within 60 working days if they are not required by the department,
  • Acknowledge all complaints (other than vigilance complaints) within 48 hours of receipt and attempt to provide final replies within 30 working days of their receipt. In case it is not possible to send the final reply within the time specified, an interim reply shall be furnished to the complainant.



Central Excise, Delhi-III,
Telephone : 0124-2346348
Fax: 0124-2342586



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