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DGPM
DIRECTORATE GENERAL OF PERFORMANCE MANAGEMENT
DGPM
DIRECTORATE GENERAL OF PERFORMANCE MANAGEMENT
DGPM
DIRECTORATE GENERAL OF PERFORMANCE MANAGEMENT
DGPM
DIRECTORATE GENERAL OF PERFORMANCE MANAGEMENT
DGPM
DIRECTORATE GENERAL OF PERFORMANCE MANAGEMENT
DGPM
DIRECTORATE GENERAL OF PERFORMANCE MANAGEMENT
DGPM
DIRECTORATE GENERAL OF PERFORMANCE MANAGEMENT

SEVOTTAM IMPLEMENTATION IN CBEC

As a part of the Central Government initiative to improve the quality of public services, the Central Board of Excise & Custom (CBEC) has been identified as one of the 10 organizations with large citizen interface to implement the quality management system for public services. This is based on Indian of Standard IS 15700: 2005, prepared by the Bureau of Indian Standards (BIS), under the name of "SEVOTTAM".

An 'Implementation Committee', was setup in August, 2007 by the Board (CBEC) WITH THE Director General of Inspection (DGI) as its Chairman, to carry out the task of 'Sevottam' implementation. A consultant was also nominated for CBEC in this matter by the Department of Administrative Reforms & Public Grievances(DARPG).

The Citizen's Charter, revised in terms of the requirements of IS 15700: 2005 (Quality Management Systems-REquirements for Service Quality by Public Service Organizations) was prepared by the Implementation Committee and issued on 1st December, 2008 after approval from the Board. Further on date 31.10.2012 service standard for release of seized document has been revised. The Service organizations are also required to establish a documented procedure for complaints handling process. After detailed presentation and deliberations CBEC has adopted the Centralized Public Grievance Redress and Monitoring (CPGRAM) System in May, 2009.

Creation of delivery infrastructure to meet Citizens' Charter promises is identified as essential to sustain services. CBEC decided to do it in phases. Accordingly in phase-I, four formations i.e. Central Excise Commissionerate Delhi-I, Customs Commissionerate (I&G), Delhi, Service Tax Commissionerate Delhi & Directorate General of Inspection as Apex Office, were identified by the Core Group / Implementation Committee in its meeting held on 16th June, 2009 as Pilot Commissionerates for implementation of Sevottam. A Service Quality Manual (SQM) approved by CBEC for replicating capability at all field formations.

After Internal assessment of Service delivery with time norms at all the pilot Commissionerates and gaps identified, the BIS has awarded the Pilot Commissionerates Sevottam Certificate License no. CRO/SQSC/L-8000035 as per IS 15700:2005 on 4th November, 2010.

In Phase-II, 20 more Commissionerates were selected by the Board vide letter dt. 11th Oct.,2010 for Sevottam Roll Out as below.

 Central Excise Commissionerate Ahmedabad-I, III, Rajkot, Delhi-II, Delhi-III, Rohtak, Mubai-III, Belapur & Jaipur-I

 Customs Commissionerates Bangalore, Mangalore, Channai (Sea-Import), Chennai (Sea-Export), Chennai (Airport & Air Cargo), Delhi (ICD), Mumbai (Airport), Mumbai (Import), Mumbai(EXport), Mumbai(General) & Kolkata(Port).

Out of these, this office has applied to BIS FOR Belapur CX, Rajkot CX, Ahmedabad I CX, Ahmedabad-III CX, Mumbai-III CX, Delhi-III CX, Jaipur-I CX and Mumbai (Airport), Bangalore CUS, Mangalore CUS, Chennai(Airport & Air Cargo0 and Mumbai General (Mulund CFS) Commissinerates for Sevottam certification as they have completed Sevottam work. Hyderabad-III Commissionerate implemented SEvottam their own and they are also certified by the BIS.

As such at present we have 7 offices Sevottam Certified with 5 more Sevottam ready in phase II.

Training on Sevottam have been organized by BIS/NACEN at NITS Noida, Bhopal, Jaipur, Mumbai, Kanpur, Nagpur, Bangalore & Chennai etc. for sensitizing the officers of Customs & Central Excise. Specific training at Commissionerate have been organized at Chandigarh, Delhi, Mumbai, Hyderabad, Bangalore, Kolkata, Bhubaneswar, Guwahati, Sillong, Vadodara, Jaipur, Chennai and Mysore.

An analysis of grievance redress system (CPGRAMS) has been completed for the grievances received in last 2 years. The report has been sent to Board with areas for improvement. A management review meeting to assess SEVOTTAM performance was conducted on 24th November 2011.

Start of phase III:

Board vide letter F.No. 296/34/2010-CX9 date 18.11.2011 has decided to roll out SEVOTTAM in 47 new formations in phase III. This includes 29 CX formations, 12 Custom Houses and 6 Service Tax formations.

Out of these, Chandigarh CX-I has already been certified. In addition Aurangabad CX & Vizag CX I are at BIS audit stage.

Present Status:

At Present we have 13 offices that are SEvottam Certified with 8 more at BIS audit stage.

BIS has completed renewal audit in October/November 2013 of selected Commissionerates i.e. Delhi Customs (I&G), Hyderabad-III (CX), Jaipur-I (CX), Belapur(CX) and DGICCE, Hqrs., New Delhi (Apex Office) and the auditors has recommended for renewal of licence as per IS 15700:2005

Next Steps:

To pro-actively provide hand holding support to Commissionerates in Ph-II & Ph-III of Sevottam & to adjudge their progress, an action plan has been chalked out to visit 4 zones during October, 2013 to November, 2013 and cover the Commissionerates. Further the inspection teams of CX and Customs are tasked to cover SEvottam review when these go to inspect field formations as per 2013-14 annual inspection plan.

 

 

 

 

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