[GS2] Department of Administrative Reforms & Public Grievances (DARPG), Sevottam Framework, E-Office

root cause analysis

[GS2] Department of Administrative Reforms & Public Grievances (DARPG), Sevottam Framework, E-Office

  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
    2. #2: Swavalamban initiative, Dhanbad (Jharkhand)
    3. #3: Graamin Haat, Madhya Pradesh
  16. Mock Questions


(GS2) Ministries and Departments of the Government-Structure, organization and functioning Department of Administrative Reforms & Public Grievances
(GS2) e-governance: applications
  1. E-office model
  2. Centralised Public Grievance Redress and Monitoring System
  3. E-Sugam
  4. Arogyam
(GS2) transparency & accountability and institutional and other measures.
  1. Sevottam Model
  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.

1st Report Right to Information-Master key to governance 2006
2nd  Report Unlocking human capital. Entitlements and Governance – a Case Study
3rd Report Crisis Management- From Despair to Hope
4th Report Ethics in Governance 2007
5th Report Public Order- Justice for each, Peace for all.
6th Report Local Governance
7th Report Capacity Building for Conflict Resolution – Friction to Fusion 2008
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 2009
12th Report Citizen Centric Administration – The Heart of Governance
13th Report Organizational structure of Government of India
14th Report Strengthening Financial Management System
15th Report State and District Administration

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

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

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