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SEVOTTAM IMPLEMENTATION IN CBEC

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

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

The Citizens Charter was revised in terms of requirements of IS 15700: 2005 (Service Quality Management Systems Certification) was prepared by Implementation Committee and issued on 1st December, 2008 (amended from time to time) after approval of Board. The service organizations are also required to establish a documented procedure for complaint handling. 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 for delivering high quality public services. It was decided to make CBEC Sevottam compliant in phases.

Phase - I

In Phase-I, four formations were identified by Core Group / Implementation Committee on 16th June, 2009 as Pilot Commissionerates for implementation of Sevottam. A Service Quality Manual (SQM) was issued by CBEC for replicating in all field formations. After internal assessment of Service delivery systems (with time norms) in the aforesaid pilot Commissionerates, BIS has awarded Sevottam Certificate License no. CRO/SQSC/L-8000035 as per IS 15700:2005 on 4th November, 2010 which has been renewed on 4th November 2013 for three years. Renewal of timely Sevottam certificate reflects the zeal and dedication by CBEC to the cause of aforesaid programme.

Phase - II

Out of 20 Commissionerates selected by CBEC under Phase-II, 7 Commissionerates have been awarded BIS certification for Service Quality Management and 9 Commissionerates application are before BIS for certification.

Phase - III

Board vide letter F. No. 296/34/2010-CX9 date 18.11.2011 has decided to roll out Sevottam in 47 new field formations under phase III( to obtain Sevottam certification award from BIS by the end of June, 2014). This includes 29 Central Excise formations, 12 Custom Houses and 6 Service Tax formations.

Out of these, Chandigarh-I Central Excise, Aurangabad Central Excise & Bangalore-I Central Excise have already been certified as Sevottam compliant by BIS. Vizag-I Central Excise Commissionerate is at advanced stage before BIS for its certification. In the balance field formations efforts are being made to obtain the BIS certification by end June, 2014 as decided by CBEC.