फा.सं / FILE NO: A – 33044/04/2016 -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 – 011-26105592;  टेलीफैक्स / FAX – 011-26104183

दिनांक / Date:    December 2016


1.            All Central Ministries/Departments

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


Sub:   Three day “Workshop on Citizen Centric Service Delivery Approach” from 13th March to 15th March 2017.  

Madam/ Sir,

I am directed to refer to ISTM Letter of even number dated 2nd May 2016 circulating thereby the year long schedule for holding Three-day Workshop on Citizen Centric Service Delivery Approach recently developed by ISTM.

2.         The three day workshop on Citizen centric service delivery approach is designed based on extensive use of Experiential Learning Methodology (ELM). There will be experience sharing with champions of some of the initiatives followed by individual and group work, which will thereafter be discussed in the plenary session. As an outcome of the workshop, each of the participants will be expected to develop a module consisting of standards for service delivery, identifying areas for improvement in their own sphere of work and also the various techniques to improve the same. 

3.        . Details of the course particulars and facilities available at ISTM are given at Annexure I. Nomination form for the course may be filled by online at  http://www.istm.gov.in/home/online_nomination_form form. It may kindly be noted that it is mandatory to fill form online. Nomination form of the eligible persons of the level of Under Secretary and above duly countersigned by the sponsoring authority may please be forwarded at the earliest by 13th February 2017. Advance copies of nominations may be sent to the undersigned by post or fax or email. 

4.         The nominees should be relieved by the sponsoring authority only after seeing the list of accepted nominations on ISTM’s website, receiving the e-mail and SMS alerts. The list of accepted nominations will be uploaded on the website. Hence, the e-mail ID and Mobile Numbers of both the nominee and the sponsoring authority are compulsory. Only such candidates, whose nominations are accepted for the training programme by Institute of Secretariat Training & Management, would be allowed to join the programme. 

5.         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                                                                                            

 Signature not Available!

(Moloy Sanyal)

Deputy Director & Course Director

E-Mail- moloy-sanyal@nic.in

Tel.: 26105592

















Course Brochure

Training module for

Citizen Centric Service Delivery Approach 

Government of India

Institute of Secretariat Training and Management

An ISO: 9001:2015 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.