फा.सं / FILE NO: A-33049/02/2017-ISTM


सचिवालय प्रशिक्षण तथा प्रबन्ध संस्थान


(आईएसओ 9001:2008 संस्था / AN ISO 9001:2008 INSTITUTION)

कार्मिक एवं प्रशिक्षण विभाग / DEPARTMENT OF PERSONNEL & TRAINING

प्रशासनिक ब्लाक.ने.वि. परिसर (पुराना) / ADMINISTRATIVE BLOCK, JNU CAMPUS (OLD),

ओलोफ पाल्मे मार्गनई दिल्ली - 110067/ OLOF PALME MARG, NEW DELHI – 110067

दूरभाष / TELEPHONE – 011-26185314;  टेलीफैक्स / FAX – 011-26104183

दिनांक / Date: 23rd May,2017


1.            All Central Ministries/Departments

2.            Head of the Departments, All Attached/Subordinate Offices

Sub:   Three days “Workshop on Citizen Centric Service Delivery Approach” to be held from 20th September, 2017 to 22nd September, 2017.  


            I am directed to say that this Institute will be conducting a three day Workshop on Citizen Centric Service Delivery Approach from 20th September, 2017 to 22nd September, 2017 for Group A & B Officers.

2.         Details of the Programme and eligibility requirements are given at Annexure-1. All Ministries/ Departments of Government of India are requested to nominate suitable Officers to attend the programme. The nominees must also fill up the nomination forms online at www.istm.gov.in/home/online-nomination form. Nomination forms of eligible officers duly countersigned by the sponsoring authority may please be forwarded to ISTM latest by 20th August, 2017.

3.         Name of selected candidates will be published on the website of ISTM. No individual communication of acceptance will be issued. Therefore, all sponsoring authorities are requested to ensure that only those candidates selected for the Programme are relieved to attend it, whose names are appearing on the ISTM website.

4.         ISTM has hostel facility with AC and Non-AC rooms on twin sharing basis, Participants are advised to contact Hostel Warden (Tel No. 26177058) or Caretaker (Tel No. 26172571) for hostel accommodation.

Yours faithfully,

Encl: Annexure – I                                                                                                                     sd/-


(Vadali Rambabu)

Deputy Director & Course Director

E-Mail- ram.vadali@nic.in

Mobile No. 9811646981

Tel.: 26185314




Course Brochure


Training module for

Citizen Centric Service Delivery Approach


Government of India

Institute of Secretariat Training and Management

An ISO: 9001:2008 Institution

(Department of Personnel & Training)


Background Note and Brief on Training Workshop




            The concept of Citizen Centric Administration is the order of the day. Traditionally too, Government is expected to work to improve the quality of life of the citizens by providing all the services required to achieve this objective. But the perception of the Government servants and their functioning in India has always been unfavourable. Therefore, earnest efforts are being made to make Government Departments seen as “Service Providers”. The Rights based approach being adopted by Government at the Central and State levels, requires the officials at the cutting edge level to re-orient their style of functioning. There is a constant increase in the complexity of subject matters being dealt by Governments such as pressure to balance the needs of inclusiveness and social welfare with the compulsions of a free market economy, due to changes occurring globally as well as locally. Proliferation of ICT technologies has increased awareness among the citizens about their rights.  Citizens deserve as well as demand transparent, accessible, and responsive service delivery from the Government.


2.         The Second Administrative Reforms Commission was set up in 2005 with the objective of preparing a detailed blueprint for revamping the public administration system. The Commission was given wide terms of reference covering all aspects of public administration. The Commission was requested to suggest measures to achieve a proactive, responsive, accountable, sustainable and efficient administration for the country at all levels of the government. It brought out recommendations in the form of fifteen reports on various subjects, which among others include “Right to Information”, “Ethics in Governance”, “Refurbishing Personnel Administration”, Citizen-Centric Administration, “Promoting e-Governance”, etc. which are all relevant to good governance. The report examined the concept of citizen centric administration in a more specific manner in relation to various functions of the government. The role of special institutional mechanisms such as the national and State commissions set up to safeguard the rights of vulnerable sections of the society, citizen charters as a means of improving performance and accountability of government departments, simplification of procedures, decentralization, delegation and its impact on efficiency to bring Government services to the doorstep of citizens were examined.


3.         A number of initiatives have been taken by the Government to bring in systemic reforms as well as change in the attitude of the personnel occupying various positions in the service delivery machinery. One of the steps taken by the Government to improve service delivery mechanism is introduction of the Sevottam framework with the overarching objective of improving the quality of public service delivery in the country. It has three components, namely, Citizen’s CharterGrievance Redress Mechanism and Service Delivery Capability. All Ministries and Departments in Government of India have adopted the Citizens Charters as declaration by the respective Departments highlighting the standards of service delivery that it subscribes to, availability of choices for citizen, avenues for grievance redress and other related information. In other words, it is a set of commitments made by a department regarding the standards of service which it delivers.

4.         Though the Citizen Charters are in vogue for some time now, implementation and periodic review of the same may not be getting enough attention. In some cases, it is possible that all the Officers in the Department may not be actually aware of their commitments under the Citizen Charter of the Department.

5.         However, good governance initiatives have also been taken by government Departments, group of officials or individual officers in an effort to improve the existing mechanisms for service delivery. There is a felt need for disseminating knowledge about these initiatives so that other Departments can also benefit from the innovative practices. A non-exhaustive list of such best practices is Annexed.   

6.         In this background, in addition to all the technological initiatives taken by the government through e-governance, there is need to change the attitude of government servants so that they fulfill their duty towards citizens of the country by ensuring Citizen-Centric Administration. There is also a need to inculcate a sense of responsibility in the officials at various levels to be alive to the commitments of the Government.

Need for Developing the Module

 7.         In order to fulfill above mentioned need, the Institute of Secretariat Training and Management, which is an Attached Office under the Department of Personnel & Training, has developed a module for three day workshop on “Citizen Centric Service Delivery Approach”. The workshop will cover a gamut of topics to increase awareness and understanding of the government officials about rights of the citizens and ways to ensure better service delivery. 


Aim & Duration

8.         The three day training programme/workshop aims to inculcate the citizen centric approach among the participants for effective service delivery.

Target Group


9.         The target group for the workshop is Group A & B Gazetted Officers up to the level of Director or equivalent.


 10.       The Workshop is designed based on extensive use of Experiential Learning Methodology (ELM). There will be experience sharing followed by individual and group work, which will thereafter be discussed in the plenary session.

 11.       National award winners/champions of best practices will be sharing their experience with the participants.  Further, involvement and participation by all the participants in the exercises and experience sharing will facilitate effective conduct of workshop. This is expected to help the participants in formulating Action Plans/ Strategy for implementation of effective service delivery.

Content Outline

 12.       During the workshop, the following topics would be covered:-

(i)            Concept of Governance and  Good Governance

(ii)            Administrative Reforms

(iii)          Citizen’s Charter

(iv)          Governance in the 21st Century

(v)          Instruments/ Tools available for citizens (Right to Time Bound service delivery, Public Grievance Redressal System, Right to Information and  Social Audits, etc.)

(vi)         Ethics and values in public governance, including recommendations contained in the 4th Report of 2nd ARC on Ethics in Governance

(vii)        Role of regulatory institutions such as CVC, CIC

(viii)       Briefing on Group / Individual work

(ix)         Capacity Building for improving Service Delivery and recent Best Practices/ new initiatives to improve service delivery such as -

a)    Abolition of affidavits and encouragement to self certification

b)    PDS in Chhattisgarh

c)    Monitoring of mid-day meal programme, Uttar Pradesh

d)     E-Governance in public service delivery

e)    Common Service Centres

f)      E-Awas


(x)  Business Process Re-engineering in Central Government Departments (Initiatives such as those taken by Income Tax Department, etc.)

13.       Keeping in tune with the methodology, the Workshop will provide an opportunity to all the participants to develop implementable modules on various services included in the citizen charters using the 3-I concept of identifying implications, imperatives, and implementation leading to improvement. The format for these exercises will be as follows:-

(i)    Preparation and presentation of Group exercise

(ii)   Action plan preparation -Individual exercise

(iii)  Sharing of Action plans

Expected Outcomes

14.       At the end of the workshop, participants will -

 (i) learn to identify importance of service delivery and setting standards for service delivery

(ii) identify areas for improvement in their own sphere of work and also the various techniques to improve the same during the course of the workshop and in the plenary session when Groups share the modules developed by them

(iii)  provide solution to redress the fourteen grievances/complaints voiced by citizens by their feedback to the Administrative Reforms Commission during its public hearings  and listed in the report on Citizen-Centric Administration, and

(iv) prepare modules identifying areas for improvement in their work sphere and come out with model solutions to the identified problems

Benefits for the Departments

15.       The Ministries and Departments /Government Organisations can benefit by taking ownership of the implementable modules prepared by the participants and implement that in their Ministries/Departments/Organisations. This will further motivate other officials.

 Assessment of Training

 16.       Through presentations by participants (Group/Individual) in the plenary session of the workshop which will be evaluated by a panel of experts.  



List of Case Studies which are likely to be discussed


1.    MCA21

2.    Process Re-engineering in Income Tax Department

3.    Simplification of Pension process/forms

4.    Rationalisation of Affidavits and Encouragement to Self Certification

5.    E-Awas House allotment system of Directorate of Estates

6.    Process Re-engineering of Passport Seva

7.    Central Public Grievance Redressal Portal of Department of AR & PG

8.    Training Management Information System, ISTM

9.    E-Procurement portal

10.  E-Office project under NEGP

11.  Common Service Centres under NEGP

12.  Implementation of Right to Time Bound Services and Goods Legislation by various State Governments- Sakala, Karnataka


List of Films/ Videos to be used

1.    E-Awas House allotment system of Directorate of Estates

2.    Simplification of Pension process/forms

3.    Sakala, Karnataka

4.    Geo-spatial ICT solutions to monitor MGNREGS

5.    Monitoring of Implementation of Schemes using Cloud Telephony