CONTENTS Sl. No. 1. Background Page No. 1. Ice breaking & Inaugural Address Technical Session -1 (Curtain raiser on Sevottam) Technical S

Transcription

1 REPORT TRAINING cum - WORKSHOP ON SEVOTTAM 5th - 7th November 13 Course Director: H.K.SHARMA Consultant/Faculty (SEVOTTAM) H.P. Institute of Public Administration, Fairlawns, Shimla-1711.

2 CONTENTS Sl. No. 1. Background Page No. 1. Ice breaking & Inaugural Address Technical Session -1 (Curtain raiser on Sevottam) Technical Session - (Excellence in Public Service Delivery through Sevottam Compliant Citizen s Charter, Formulation of Citizen Charter) Technical Session -3 (Grievance Redress Mechanism) Technical Session -4 (Achieving Excellence at work place-a perspective) Technical Session -5 (Group Activities and Peer Evaluation) Technical Session -6 (Group Presentation before Panel & Way forward) Vote of Thanks 1. Appendix (I-V)

3 BACKGROUND The Prime Minister of India held a conference of Chief Ministers of all States in May, 1997 in New Delhi with a view to focus attention on issues relating to citizen services an Action Plan was adopted for Effective and Responsive Government. Since then the issues relating to citizen centric governance remained on high agenda of the Union Government. In 5 Department of Administrative Reforms and Public Grievance, Government of India, New Delhi developed a generic framework called SEVOTTAM. It was implemented in many Departments of Government of India. It found e tio i Ce tral Pa Co issio s eport for Performance Related Incentives and also in Result Framework Document for assessment of service delivery by various Departments. The nd Administrative Reform Commission in its `1th Report also laid emphasis on Citizen Centric Administration. The Department of Administrative Reforms and Pu li Grie a e has pio eered i i ple e ti g e otta odel and disseminated it for implementation on pilot basis in many States of the country. The Right of Citizens for Time Bound Delivery of Goods And Services and Redressal of Their Grievances Bill, has been introduced by the Union Government in the Lok Sabha on December, 11. The Bill aims to create an overarching mechanism to ensure timely delivery of goods and services to citizens across the country. The Department of Administrative Reforms and Public Grievance has approved Administrative Training Institute (HIPA) as a nodal agency under Sevottam project in Himachal Pradesh. It is in this context that the present training programme has been organized and many more are proposed to be organized in future at the regional/district/sub-district levels as well. 1

4 Welcome address Mr. H.K. Sharma, Consultant/Faculty (Sevottam) welcomed Sh. Anupam Kashyap, HAS, Additional Director, Himachal Pradesh Institute of Public Administration, Shimla and all nominated Officers from Fifteen Departments of State Government who were present to attend the three day Training cum-workshop on SEVOTTAM a tool for Citizen Centric Governance. Highlighting the aims and objectives of the training cum-workshop, he laid emphasis on importance of achieving excellence in public service delivery by all service departments. All participants gave their brief introduction and shared their views on citizen friendly governance. Expressing gratitude to all those present, the Course Director requested the Additional Director, HIPA for his words to set the ball rolling. Inaugural Address by Sh. Anupam Kashyap, HAS. Addl. Director,HIPA Sh. Anupam Kashyap, HAS, Addl. Director, H.P. Institute of Public Administration inaugurated the Training-cum-Workshop and welcomed the trainee officers from different departments. He laid emphasis on making the training programme more interactive and participative. He also appreciated the Sevottam staff for their efforts to organize this training-cum-workshop. He hoped that many more such trainings will be organized in future to spread the message of citizen centric governance. Talking about the need and utility of Citizen Centric Governance in perspective, he drew attention towards 1th Report of nd Administrative Reform Commission and highlighted the importance of Sevottam Model hi h helps to Create Citize s Charter through consultative process. He strongly advocated the need for change in the mindset of service providers at departmental level. He expressed his concern that governmental machinery has to

5 come up to the expectations of common man. Many service providers still work with the nuisance power and live with the phenomena- Phir Kau Poo hega. Such an attitude on their part is causing lot of inconvenience to the citizens. He asserted that with the introduction of Sevottam compliant Citizens Charter we shall be able to serve the people in a better way. It may not be possible for all departments to formulate citizen charter in one go. We can move ahead step by step and select one or two service centers on pilot basis at the cutting edge level and the lesson learnt can be rolled over to other service centres for Sevottam Compliant Citizen Charter. He called upon all departments to join hands to usher an era of new beginning in this direction. Dated: Curtain raiser on Sevottam-A Film by DARPG on SEVOTTAM Technical Session-1: 1.1 Objectives:- To expose the participants to Citizen Centric Administration through Sevottam Model. Curtain raiser on Sevottam Mr. H.K. Sharma, Consultant/Faculty, (Sevottam) exposed the trainees to principles of good governance with transparency, accountability and responsiveness of the administration. He explained as to ho itize s harter initiative is a response to the quest for solving the problems which a common man encounters while seeking benefits of public services. (S-M-A-R-T Governance). The trainees participated in the discussions and shared their concern 3

6 to establish alignment and convergence in governance by keeping citizen at heart of governance. The need for Citizen Centric Governance was discussed at length. The inference drawn from the discussion was that monopoly and discretion should be diluted and accountability needs to be established to ensure excellence in service delivery by the departments. The benefits and utility of consultative and participatory approach in formulation of Citizen Charter and Quality Management System was also discussed in detail. Group exercise on team building organised was highly appreciated by all participants. Interaction was focused on achieving the objective with team efforts. Four groups were carved out with a view to ensuring fast learning and achieving the target in time. follow A film by DARGP on Generic Medicines was shown to the trainees followed by discussion in context of the State. The Course Director tag on a ppt. on Sevottam highlighting the following : 1. SEVOTTAM MEANING UTTAM + SEVA = SEVOTTAM. A system for quality management. It is a framework to achieve excellence in public service delivery through improvement in small steps taken on a continuous basis. 4

7 SEVOTTAM A model for Citizen Centric Governance and to achieve excellence in the public service delivery. All participants agreed in one voice to have citizen charter with specific services with standards/ timelines in each service department to ensure transparency and accountability. EXISTING GOVERNANCE SCENE Govt. Deptt. Citizen HIPA NEED TO ESTABLISH CONVERGENCE 1st STEP nd STEP Govt. Deptt. CITIZEN CENTRIC GOVERNANCE Citizen Govt. Citizen HIPA 1.3 QUALITY MANAGEMENT SYSTEM. QMS is a generic system conceived by the BIS, Government of India, in 5 after study of the best international practices such as Charter Mark of UK and the Malcom Model of United States of America. It is a framework for bringing continual improvements in service delivery by government organisations till excellence is achieved. Each 5

8 Department/Organisation is required to have a Service Quality Management system to achieve excellence in public service delivery. e otta is a Framework for Departments to Assess & Improve the quality of service delivered to citizens. A self-assessment tool that helps organisations to build internal capacity, to identify gaps in service delivery and implement an action pla ith a e e tual out o e that itize s alue. For measuring and certifying quality of service delivery by public organisation, a special standard has been created by Bureau of Indian Standard. The following features merit mention: IS :157:5 is a Generic Standard developed by the BIS based on objectives of Sevottam certification. Lays down Quality Management performance requirements for Public Service Organizations irrespective of size or type of service. It is a Certifiable Standard, the performance of department / organization on service delivery to be evaluated by independent Audit teams; License granted by BIS for a period of 3 years. It provides for systems to ensure continual improvement in services and processes. 1.4 Citizens Charter:A document for informing the citizens about the vision,mission,functions, obligations, duties, commitments of a public service organisations for providing goods or rendering of services effectively and efficiently, with time limits and information on the name, designation of the person responsible for each service. The 3 Criteria of the Citizen Charter are (1) Implementation That includes aligning the services with citizens expectations and creating the Charter with Service Standards. ()Monitoring- To ensure that services are being actually delivered as per commitment in the Charter by bridging the gaps between requirement and actual (3) ReviewUpdating and aligning the Charter with changed conditions. 1.5 Grievance Redress Mechanism:This is a system for lodging of complaints in cases where services are not delivered as per timelines and standards given in the Citizens Charter. The 3 Criteria for Grievance Redress mechanism include (1) Receipt A clearly identified place, person and method to receive the grievances () Redress Prescribing the time in which the grievance will be processed and 6

9 redressed (3) Prevention- Periodic analysis of the grievances to identify grievance prone area and taking remedial action. 1.6 Capability Building:For service delivery as per commitment in the Citizens Charter, involves re-engineering of processes, upgrading of infrastructure and training of personnel. The 3 Criteria for this include (1) Citizens- Measuring citizen satisfaction with services delivered () Employees- Training in courtesy punctuality and promptness in delivery (3) Infrastructure re-engineering of processes for service delivery, upgrading of systems/facilities/resources. BENEFITS OF SEVOTTAM Demonstrates the commitment to Quality Improvement Enhances the Service image of Public Service Accountability & Reassurance to Citizen Drives towards improvement of Process & Service Delivery Ensures Management Commitment Enables Staff Motivation Involves Citizen in Process & get their Services requirement / Expectations Technical Session- :-Excellence in Public Service Delivery through Sevottam Compliant Citizen s Charter, Formulation of Citizen Charter The Session was taken up by Dr.D.K. Gupta, HAS Director, Language, Art & Culture, H.P a resource person by giving his prese tatio o E elle e i Public Service Delivery through Sevottam Compliant Citize s Charter, For ulatio of Citize Charter. An initiative to the quest for solving the citize s problems while dealing with government organizations providing public services. Citizen charter enshrines the trust between the service provider and its users. Aims to continuously improve the quality of public services. Respond to the needs and wishes of the service users. 7

10 .1 SEVOTTAM MODEL contains 3 Modules 9 Criteria and 33 elements: Modules(3) Criteria(9) Implementation Citizen s Charter & Service Standards 1. Monitoring Review Receipt Redress Grievance Redress Mechanism Prevention Elements(11*3=33) Identification of Services offered and their Standards Understanding Citizen Expectations Aligning Services offered with Citizen Expectations Preparatio of Citize s Charter Understanding of Charter Contents Comparison of Actual with Prescribed Standards Communication about differences in Actual and Prescribed standards Elimination of differences between Actual and Prescribed Standards Charter Effectiveness assessment Alignment of Charter with changes in environment Awareness about changes in Service Standards and Charter Public awareness of Grievance lodging process Convenience to Public in lodging Grievance Classification of Grievances at the point of receipt Determines the Time Norms for Grievance handling Adherence to Time Norms for Grievance handling Instant Disposal of Grievances Identification of Grievance prone areas Action on Grievance prone areas through Annual Action Plan Action on Grievance prone areas through Charter Review Action on Grievance prone areas through internal co-ordination Awareness about Progress on Controlling Grievance prone areas 8

11 Customers Service Delivery Capability 3. Employees Infrastructure Measurement of Citizen Satisfaction Levels Use of Citizen Satisfaction Measurement for Charter Review Differences in Citizen Satisfaction levels across delivery outlets Differences in Citizen Satisfaction Improvements across Outlets Differences in Service Delivery Performances across Outlets Employee Behavior for Courtesy, Punctuality, Delivery Promptness Employee Acceptance of Responsibility and Accountability Employee Motivation for service Delivery Improvement Basic Infrastructure for Physical Facilities to Service Recipients Infrastructure Up gradation to meet prescribed Service Standards Control on Resource Wastages and Leakages. FORMULATION OF CITIZEN CHARTER Expression of understanding between citizen and the provider of public service with respect to the quantity and quality of services. Essential Right of the Public and obligation of public servants. Rationale of the Charters to change the mindset of public official Effective tool to ensure transparency and accountability to help deliver good governance. A Film by DARPG on Public Distribution System was shown to the trainees. 9

12 Dated: Technical Session-3:- Grievance Redress Mechanism The session started with thought provoking real life situation examples on the topic by Dr. Rakesh Sharma, Associate Prof. (Eco.Admn.), HIPA, He focused on the need for having an effective Grievance Redress Mechanism and involved the trainees with group exercises which convinced the participants to formulate an effective Grievance Redressal Mechanism in their respective departments to take care of the itize s grievances. The trainees appreciated the methodology and initiatives. He also apprised the participants about the citizen centric initiatives of Himachal Pradesh Government:- e- SAMADHAN, LOK MITRA, SUGAM, SINGLE WINDOW, HELP LINES. From the discussion and group work following points emerged: The Grievance Redress Mechanism for a Department should cover the three processes of receipt, redress, and prevention and should contain information in the following sections: Information on receipt Communications to complainant Criteria for classification 1

13 Time norms for redress Level of responsibility for Redress Analysis and prevention Technical Session-4: Achieving Excellence at work place-a perspective 4.1 SEVOTTAM TO ACHIEVE EXCELLENCE IN SERVICE DELIVERY The session was taken by Sh. G.C. Raita, Adviser, HPPERC, Shimla as a Resource Person he involved the trainees in group exercise on going extra mile to achieve the objectives followed by Power Point presentation Excellence on A hie i g at work place-a perspe ti e. 11

14 CHANGE WORKING STYLE Earlier Style Present/Future Style Authoritative Democratic Monopolistic Collaborative Extracting Empowering Centralization Decentralization Standardization Diversification Top-Down Bottom-up PERFORMANCE-HOW TO IMPROVE ATTITUTINAL CHANGE CAPACITY BUILDING PROGRAMME STRUCTURAL CHANGE CHANGING FORM TO FUNCTION BETTER PROCESS CHANGE SIMPLIFYING PROCEDURES INNOVATIVE EFFORTS PEOPLE INITIATIVES TECHNOLOGY CHANGE TO COPE WITH INCREASED WORK LOAD 1

15 Points emerged from the discussion. Huge gap between the services desired by the citizens and citizen desire to pay for those services. Emphasis on input orientation rather than output orientation. The Governmental machinery has become so insensitive, in its approach, as to appear unresponsive to the needs of the people. There is lack of Accountability or Transparency. Under the present system neither good work can be rewarded nor sloppy work or deficiency punished. Deteriorated work culture-need for paradigm shift in administration with emphasis on citizen centric governance. 4. Capability Building and a Roadmap for Implementation of Sevottam Compliant Citizen Charter This session was taken by Sh. Rajeev Bansal, RO, one of the Trained Resource Persons at HIPA, He started discussion on Capability Building and a Roadmap for implementation of Sevottam compliant citizen charter and exercises on service standards. All participants were involved in the group discussion and group exercises and topics for presentation on citizen charter were assigned to four groups. Thereafter the session was followed by A Film by DARPG on Making Medicine Affordable, Reaching the Unreached (Chitorgarh) Rajasthan. The participants appreciated the methodology and took keen interest in the activities throughout the session. 13

16 Dated: Technical Session 5:- Group Activities and Peer Evaluation In the first session the Course Director generated discussion on Process Re-engineering and emphasized the need on having a service quality policy in each organisation. He also facilitated Group work on process re-engineering and highlighted its merits in present context. 14

17 Technical Session 6 :- Group Presentation before Panel & way forward 6.1 The following facilitators were present in the panel: 1. Dr. Rakesh Sharma, Associate Prof. (Eco. Admn.)HIPA. Sh. G.C. Raita, Adviser, HPPERC, Shimla 3. Sh. K.K. Sharma, Jt. Controller(F&A) HIPA 4. Sh. Rajeev Bansal, R.O. SIRD, HIPA 5. Mr. H.K. Sharma, Consultant(Sevottam)HIPA Group Topic of Presentation Name of Service Department A SERVICE STANDARDS FOR SEVOTTAM COMPLIANT Animal Husbandry CITIZEN CHARTER SERVICE STANDARDS AT FIELD LEVEL & B Ayurveda DEPARTMENT LEVEL C CITIZEN CHARTER Rural Development D CITIZEN CHARTER Agriculture Course Evaluation Think about the structure and organization of the Course to meet the objectives. 66.1% 76.1% How useful this training be to you to act as Trainer. How useful this training likely to be for the future jobs you may handle. 83.7% 81.% Practical Orientation of Course. 73.7% Interaction with the fellow participants during the course 76.% Overall impression of the Programme. 15

18 6. lesson learnt from the Group discussions/exercises/ ppts. and interactions with faculty. Revealed positive results and following inferences are drawn as Roadmap and Way- forward. All participants agreed that each department should provide services to citizens with assured timeline. Each Department must form a Task force for implementation of Sevottam compliant citizen charter. Stakeholders must be identified to fix the Accountability by each Department at both levels i.e. service providers/users. Each service department must conduct baseline study/ mapping of major services with timeline and standards to be declared and published in the citizen charter to facilitate gap analysis with itize s expectations. Each department must hold consultations with clients/stakeholders/staff and their representative association to achieve excellence in public service delivery and to ensure Citizen Centric Governance. Draft Charter should be prepared by the Task Force. Departments must nominate of Nodal Officer for Sevottam Way forward for Sevottam compliance by documentation of processes and working on continuous basis. Vote of Thanks: The Course Director Mr. H.K. Sharma thanked all panelists for their scholarly interventions.he thanked the trainees for their active participation, cooperation, discipline and making the training programme interactive. He was optimistic about their nomination as Nodal Officer in respective departments. He also appreciated the support staff for the hard work behind the scene. He placed on record thanks due to the Department of Administrative Reforms and Public Grievances, Government of India, on behalf of H.P. Institute of Public Administration, Shimla. ***** 16

19 Appendix-I Group Photo ***** 17

20 Appendix-II No.9-1/13 hipa{sevottam}h.p. Institute of Public Administration, Fairlawns, Shimla From Director, H.P. Institute of Public Administration, Fairlawns, Shimla To 1. All the Heads of Departments in Himachal Pradesh. All the Deputy Commissioners in Himachal Pradesh. th Dated Shimla-1711 the 11 October, 13.. Subject:- Citizen Centric Administration through "Sevottam". Madam/Sir, The Second Administrative Reform Commission, in its twelfth report has inter alia laid emphasis on Citizens Centric Administration. The Department of Administrative Reforms and Public Grievances is nodal agency at the Government of India level and H.P. Institute of Public Administration has been designated as nodal agency by the Department. of Administrative Reforms and Public Grievance, Government of India for implementing Sevottam in Himachal Pradesh. Accordingly, a cell has been created in the Institute with a view to facilitate implementation of "Sevottam" in the State. In this endeavor your participation and involvement is of utmost necessity. You will appreciate that the action already taken by the departments regarding formulation of citizens' charter has not been able to achieve the desired results. In order to make administration more accountable and transparent in service delivery the formulation and implementation of Sevottam compliant citizens' charter is essential. Such an action on your part will also be in line with the RFD of your department. In the meantime, you may designate two senior responsible officers of your department and sponsor their names to attend a training programme for implementation of "Sevottam" compliant citizen charter in your department. The training programme shall commence from 5th November to 7th November, 13. Therefore, you are requested to intimate the names and contact numbers with addresses of the officers sponsored, so that requisite reading material is forwarded to them well in advance. However, a copy of guidelines for implementing Sevottam is enclosed herewith for your information and guidance. You may also visit our website: hipa-hp@nic.in link Sevottam and for any inquiry you can contact Mr. H.K. Sharma, Consultant/Faculty {Sevottam},HIPA on mobile No and addresshksharma54@rediffmail.com. This is time bound and as such needs to be taken up on priority. The nominations must reach this office before 1th November, 13, positively. Ends: Guidelines for implementing Sevottam Yours faithfully, Director, H.P. Institute of Public Administration Fairlawns, Shimla

21 Appendix -III TRAINING-CUM- WORKSHOP ON SEVOTTAM 5 7 NOVEMBER 13 Organised under Sevottam project sanctioned by the Department of Administrative Reforms and Public Grievance, Govt. of India, New Delhi. VENUE: KAILASH HALL(HIPA) FACILITATORS: Sr.No. Name & Designation of Resource person 1 Dr.D.K. Gupta,HAS Director Language, Art & Culture, H.P Dr. Rakesh Sharma Associate Prof. (Eco.Admn.)HIPA Sh. Rajeev Bansal RO (SIRD)HIPA Sh. G.C. Raita, Adviser HPPERC, Shimla. Sh. K.K. Sharma JC (F&A), HIPA. H.K. Sharma Consultant/Faculty (Sevottam) HIPA. Timing: 93 hrs to 173 hrs Brief Profile Trained Resource Person (Excellence in public service through Sevottam CCC) Trained Resource Person concept of PGRM for better service delivery/panel discussion Trained Resource Person(Capability building & Roadmap for CC /Group Activity. Panel discussion Trained Resource Person (Achieving excellence at work place-a perspective) Panel discussion Trained Resource Person (Group work) panel discussion Trained Resource Person (Introduction to Sevottam, Need and utility-paradigm shift in mgmt. Process re-engineering/qms/group work. Panel discussion. WORKING SCHEDULE 5TH NOVEMBER,13 93 to 1 hrs 1 hrs to 145 hrs 145 hrs to 115 hrs 115 hrs to 114 hrs 114 hrs to 13 hrs 13 hrs to 133 hrs 133 hrs to 1415 hrs 1415 hrs to 155 hrs 155 hrs to 154 hrs 154 hrs to 163 hrs 163 hrs to 173 hrs Registration and Team formation Introduction and curtain raiser on Sevottam Model Thought provoking message and paradigm shift in Management ppts. Tea Break Brain Storming session and Group Activities Quality Management System ppt. and Group Discussion Lunch Break Excellence in Public Service Delivery through Sevottam Compliant Citizen Charter Tea Break Group exercise on process for formulation of Citizen Charter A film by DARPG on Public Distribution System 19

22 6th NOVEMBER, 13 93hrs to 1 hrs 1 hrs to 145 hrs 145 hrs to 115 hrs 115 hrs to 114 hrs 114 hrs to 14 hrs 14 hrs to 133 hrs 133 hrs to 1415 hrs 1415 hrs to 155 hrs 155 hrs to 154 hrs 154 hrs to 163 hrs 163 hrs to 173 hrs Recap of the previous day proceedings and A film Distinction between commercial and Public Services with group work on goods a d ser i es fro e d user a d stakeholder s perspe ti e Objectives and utility of Grievance Redressal Mechanism Tea Break Citizen Centric initiatives in Himachal Pradesh Group Discussion Formulation of effective Grievance Redressal Mechanism and group work Lunch Break Achieving excellence at work- A perspective Tea Break Capability Building and a Roadmap for implementation of Sevottam compliant Citizen Charter. Assignment of topics to groups and discussion on topics for presentations by the group and A Film by DARPG on making medicine affordable. 7th NOVEMBER, hrs to 1 hrs 1 hrs to 115 hrs Recap of the previous day proceedings Group activities 115 hrs to 114 hrs 114 hrs to 133 hrs Tea Break Group work and finalization of ppts and peer evaluation 133 hrs to 1415 hrs Lunch Break 1415 hrs to 155 hrs Group Presentations before panel 155 hrs to 154 hrs 154 hrs to 173 hrs Tea Break Feedback and way forward

23 Appendix-IV LIST OF PARTICIPANTS S.N o. 1 Sh. Rohit Chauhan Jt. E &T Commissioner Sh. Hitesh Sharma Excise & Taxation 3 4 Sh. Ashok Kumar I PS Sh. Digvijay Sharma Dy. E & T Commissioner Asstt. Insp. General Police Training Officer 5 Dr. H.S.Sekhon IGMC 6 Ms.Neelam Dulta, HAS Prof. Forensic Medicine AC to D.C 7 Sh. Vivek Kumar,HAS SDM D C Mandi 8 Sh. Dinesh Kumar OSD H.Q. Ayurveda 9 Dr. Tejsavi Azad SDA MO Deptt. of Ayurveda 1 Dr. Manjusha Pathania OSD(C) Higher Education Name Designation Department Name & Address Excise & Taxation H.P. Police Agriculture DC Mandi Contact No.& ranarchauhan@yahoo.in hitesh_716@yahoo.co.in aigpol-hp@nic.in sharmardv@gmail.com actodcmandi@gmail.com sdmmanksg@gmail.com dhanwantridinesh@gmail.com tejsvi.azad@gmail.com manjushapathaniashimla@gmail.com 11 Sh. Vipin Gupta Suptd. Grade-II Transport 1 S.O. H.P. Vidhan Sabha 13 Sh. Joginder Singh Verma Er. Vishal Jaswal Asstt. Engineer (IPH) IPH 14 Sh. Chunni Lal Kashyap Arch. Engineer 15 Sh. Hari Chauhan Registering Officer 16 Ms. Deepti Kapoor, H AS Ac to D C Chamba Language & Culture Deptt. Language & Culture Deptt. Deptt. of Revenue O/o D C Chamba 17 Dr. Kamlesh Shrama 18 Mrs. Tripta Sharma Deptt. of Community Medicine Suptd -II 19 Sh. R.C. Gupta A.E. Dr. Rajeev Mehta N.O. (IT) 1 Dr. Younus Ansari Deputy Director IGMC Printing and Stationary Deptt. U D Deptt. of Animal Husbandry Deptt. of Animal Husbandry guptavipin69@gmail.com joginderverma@gmail.com vthakur51@rediffmail.com kashyapcl@gmail.com hpahari@yahoo.com kapoordeepti7@gmail.com acdc-cha-hp@nic.in kamleshk_6@rediffmail.com drrajeevmehta@yahoo.com younusansari36@gmail.com 1

24 Appendix-V W.e.f. 5th to 7th November, 13 COURSE EVALUATION QUESTIONNAIRE (To be filled-in by individual participants at the end of the Programme) HP Institution of Public Name of Institution Administration.(Regional Resource Centre) Fairlawns, Shimla-1. Training-cum-Workshop on Title of the Programme & Dates conducted SEVOTTAM w.e.f to Course Objectives To enable the Participants to explain SEVOTTAM Model. To explain roadmap to Sevottam compliant citizen charter Did you receive advance intimation from the The participants answered in affirmative Institution about the programme? If so, did (Yes) you respond to the Institution? What do you think about the structure and organization of the Course to meet the objectives? (Pl. Tick) Very well Well Structured Some-What Very unstructured Weighted Average Structured Structured % 15 Very Well Structured 1 Well Structured 5 Some-what Structured Very Unstructured 6. How useful this training be to you to act as Trainer? (Pl. Tick) Very Useful Quite Useful Of limited Use Not at all useful Weighted Average 81.% 1 8 Very Useful 6 Quite Useful 4 Of Limited Use Not at all useful

25 7. How useful this training likely to be for the future jobs you may handle? (Pl. Tick) Very Useful Quite Useful Of limited Use Not at all useful Weighted Average % 15 Very Useful 1 Quite Useful Of Limited Use 5 Not at all useful 8. Practical Orientation of the course. (Pl. Tick) Highly practical Practically Practically oriented to a great oriented to a extent limited ext3ent 15 3 Not at all practically oriented Weighted Average 73.7% Highly Practical 15 1 Practically oriented to a great extent 5 Practically oriented to limited extent 9. How far have you been benefited from interaction with the fellow participants during the course? (Pl. Tick) Substantially Considerably Fairly Not at all Weighted Average % 1 8 Substantially 6 Considerably Fairly 4 Fairly Not at all 3

26 1. How far was the course material supplied relevant and related to the course contents? (Pl. Tick) Extremely relevant Considerably Fairly relevant Not at all relevant Weighted Average relevant % 15 Extremely relevant 1 Considerably relevant 5 Fairly relevant 11. To what extent are you satisfied with the following. Extremely Considerably Fairly relevant relevant relevant (Please Tick) 4 3 a) Reception & 6 8 Transport b) Residential 1 Accommodat ion c) Food quality 9 7 & Service d) Class room 5 1 facilities e) Library 1 facilities f) Computer facilities g) Interaction 1 8 with the faculty h) Reception 6 9 facilities Not at all relevant Not at all relevant 1 Weighted averages 81.5% % % 78.8% 91.6% 75% 85% 8.7% 13. Which part of the programme did you find most helpful? The participants found Group Activities and interactive style the most helpful. 14. Which part of the programme did you find least helpful? By and large trainees have indicated None under this option. 4

27 15. Your overall impression of the Programme (Pl.Tick) Excellent Very Good 11 Good Fair 5 Weighted Average 66.1% 15 Excellent 1 Very Good Good 5 Fair 16. Did the course give you any specific idea in your working situation when you get back? Yes 17. If yes, can you spell them out briefly? It will be of help to frame citizen charter of departments. 18. Any other comments/observations you wish to make about the Programme: The trainees in their feedback have stated that It was a well structured, informative, interactive program. This training should also be imparted to all functionaries in the departments. ***** 5