1.
INTRODUCTION
1.1
The word Sevottam is a combination of two Hindi words: Seva (Service)
and Uttam (Excellent). It means “Service Excellence”, emphasizing the
idea of “Service”. It symbolizes the change in mindset within the Government,
from administration and control to service and enablement. The
overarching objective of Sevottam is to continuously improve the
quality of public service delivery in the country.
1.2
Sevottam framework was created by the Department of Administrative Reforms and
Public Grievances, Government of India in 2005, after study of the best
international practices such as the Charter Mark of United Kingdom and the
Malcolm model of United States of America. It is a framework for bringing
continuous improvements in service delivery by government organizations.
1.3
The framework has a total of 3 modules with 3 criteria and 11 elements in each.
The first module is the Citizen‟s Charter that specifies the
standards for service delivery, the second is the Grievance Redress Mechanism
to get redress if service is not provided as per standards, and the third is
the Capability Building for building the capability and capacity of the
organization to deliver its services as per standards included in its
Charter.
2. Seven
Steps Model
2.1 There
are seven basic steps for implementation of Sevottam. These are as under:-
×
- Define your services and identify your clients
- Set standards and norms for each service
- Develop capability to meet the set standards
- Perform to achieve the standards
- Monitor performance against the set standards
- Evaluate impact through an independent mechanism
- Continuous improvement based on monitoring and evaluation
2.1.1
Step 1: Define Services
All
organizational units should clearly identify the services they provide. Here
the term service should have a broad connotation. Enforcement departments may
think that enforcement is not a service, but this view is not correct. Even the
task of enforcement of regulations has many elements of service delivery like
issue of licenses, courteous behaviour etc. Normally any legitimate expectation
by a citizen should be included in the term „service‟
Defining the services would help the staff in an organization in understanding
the links between what they do and the mission of the organization. In
addition, the unit should also identify its clients and if the number of
clients is too large it should categorize them into groups. This would be the
first step in developing an insight into citizens‟ needs.
2.1.2
Step 2: Set Standards
It
has been well said that „what cannot be measured, never gets
done’. Once the various services have been identified and defined, the
next logical and perhaps the most important step is to set standards for each
one of these services. A good starting point would be getting an input from the
clients as to what their expectations are about each one of the identified
services. Thereafter, based on their capability, the organization‟s
overall goals and the citizens‟ expectations the unit should set
standards to which they could commit. It is very important that these standards
are realistic and achievable. Complaints redress mechanism should form an
integral part of this exercise. These standards should then form an integral
part of the Citizen‟s Charter.
2.1.3 Step 3: Develop Capacity
Merely
defining the services and setting standards for them would not suffice unless
each unit has the capability for achieving them. Moreover, since the standards
are to be upgraded periodically, it is necessary that capacity building also
becomes a continuous process. Capacity building would include conventional
training but also imbibing the right values, developing a customer centric
culture within the organization and raising the motivation and morale of the
staff.
2.1.4 Step 4: Perform
Having
defined the standards as well as developed organizational capacity, internal
mechanisms have to be evolved to ensure that each individual and unit in the
organization performs to achieve the standards. Having a sound performance
management system would enable the organizations to guide individuals‟
performance towards organizational goals.
2.1.5 Step 5: Monitor
Well-articulated
standards of performance would be meaningful only if they are adhered to. Each
organization should develop a monitoring mechanism to ensure that the
commitments made regarding the quality of service are kept. Since all
commitments have to form a part of the Citizen‟s Charter, it would
be desirable that an automatic mechanism is provided which signals any breach
of committed standards. This would involve taking corrective measures
continuously till the system stabilizes. Compliance to standards would be
better if it is backed up by a system of rewards and punishments.
2.1.6
Step 6: Evaluate
It
is necessary that there is an evaluation of the extent of customer satisfaction
by an external agency. This evaluation could be through random survey, citizens‟
report card, obtaining feedback from citizens during periodic interactions or
even an assessment by a professional body. Such an evaluation would bring out
the degree to which the unit is citizen centric or otherwise. It would also
highlight the areas wherein there have been improvements and those which
require further improvements. This would become an input in the continuous
review of the system.
2.1.7
Step 7: Continuous improvement
Improvement
in the quality of services is a continuous process. With rising aspirations of
the citizens new services would have to be introduced, based on the monitoring
and evaluation, standards would have to be revised and even the internal
capability and systems would require continuous up-gradation.
3.
Module, Criteria and Elements of Sevottam (3 modules – 3 criteria -11 elements
approach)
3.1
With 3 criteria and 11 elements in each Module, the Sevottam has a total of 9
criteria and 33 elements that comprehensively cover all aspects of service
delivery to monitor gaps as well as improvement.
3.2 Three
modules of Sevottam Model are explained below:-
3.2.1
The first component of the model requires effective charter implementation thereby
opening up a channel for receiving citizens‟ inputs into the way in
which organizations determine service delivery requirements. Citizens‟
Charters publicly declare the information on citizens‟ entitlements;
making citizens better informed and hence empowering them to demand better
services.
3.2.2.
The second component of the model, „Public Grievance Redress’ requires
a good grievance redress system operating in a manner that leaves the citizen
more satisfied with how the organization responds to complaints/grievances,
irrespective of the final decision.
3.2.3
The third component „Excellence in Service Delivery’, postulates
that an organization can have an excellent performance in service delivery only
if it is managing the key ingredients for good service delivery well, and
building its own capacity to continuously improve delivery
4.
Assessment of Service Delivery
4.1
The main part of the Sevottam model consists of criteria that ascertain how
well the organization is tuned into the requirements of the three components
that form the Sevottam model. The assessment framework takes into account
two kinds of questions: to assess basic compliance, and to assess quality of
processes through which compliance is achieved.
4.2 The
basic Compliance is assessed on the following five criterions:-
(i)
Published an approved Citizens‟ Charter
(ii)
Circulated the Charter among service delivery units
(iii)
Appointed a senior officer as Director of Public Grievances / Nodal officer for
Citizens‟ Charter for the Department
(iv)
Set up a task force for formulation, implementation and review of Citizens‟
Charter as per standards & for conducting self-assessment with involvement
of representative citizen groups
(v)
Published grievance lodging and redress procedure, and timelines for redress
4.3 The
Process-Quality assessment:
It is done
on the following basic criteria:-
4.3.1
Charter Effectiveness
An
assessment will need to cover the entire range of processes right from charter
design and formulation to implementation of charter commitments and periodic
review of commitments based on stakeholder needs. Further, the organizational
readiness will be assessed on the basis of a wider connotation of “Charter
Effectiveness” consisting of three elements:
- how the contents of the charter are decided upon and disseminated,
- how far the contents reflect actual achievements, and
- how they are updated in accordance with citizen needs.
4.3.2
Public Grievance Redress
The
objective of any Public Grievance Redress Mechanism is to resolve public
grievances in an effective and speedy manner. In addition, complaints also
provide vital feedback that indicates efficiency and effectiveness of service
delivery. Based on such feedback, agencies can take remedial and preventive
actions to reduce complaint-prone areas. In the Indian context, it is important
to encourage an organizational approach that is focused on efficient handling
of grievances received, as well as on taking suitable actions that eliminate
chronic grievance prone areas. The assessment of Public Grievance Redress
Mechanism needs to take into account the three aspects of grievance handling:
how they are received, how they are resolved, and how they are prevented.
4.3.3
Service Delivery Capability
Organizational
Performance Excellence the world over is assessed on two kinds of parameters:
the results that the organization can show, and the manner in which the results
are being achieved. This aspect essentially focuses on actions taken by the
organization to enhance its delivery capability by strengthening the inputs
that go into better delivery such as quality of strategic planning, human
resources, information management, etc. In the Indian context, such assessments
need to encourage better resource utilization for improved infrastructure,
technology usage and human resource management, which are key ingredients for
improved service delivery
4 .4 Assessment
of Organisation/Department/Ministry
Any
Organizations is assessed on two aspects:
- the macro part of creating an environment that enables better service delivery, and
- the micro part of making best use of the available environment and delivering better services.
Therefore
the Sevottam model envisages assessment at two levels: parent and outlet.
4.4.1
Parent Level:
Primary
responsibility for the macro aspect lies with the Department that formulates
policy and issues guidelines to delivery outlets or agencies to function in
accordance with the do’s and don’ts conveyed through those guidelines.
In the context of our Department, it is CBEC and the Directorate General of
Inspection.
4.4.2
Outlet Level:
Primary
responsibility for the micro aspect lies with service delivery outlets or field
units under the Department that are designated for direct interaction with
citizens. In the context of our department, it is field Commissionerates/Customs
houses/divisions/ranges etc.
4.5
Application Model of Sevottam
The
model can be used in many ways depending on how far requirements go, how well
prospective assessees are performing and how far they are ready to take on
service delivery improvement initiatives. The extent to which an organization
is meeting the criteria as above can be assessed through a set of 33 questions
listed below.
Table I
No.
|
Module
|
Criteria
|
Element
|
1
|
Citizens‟ Charter
|
1.1
Charter
Implementation |
1.1.1 How do you determine and/or
distinguish the citizen groups as also your stakeholders and what services do
you offer to them?
|
1.1.2 How do you meet the service
expectations of your citizen groups?
|
|||
1.1.3 How do you ensure that
services and their standards as described in the charter are in accordance
with expectations of citizen groups identified above?
|
|||
1.1.4 How do you ensure that
preparation and/or review of the charter is participatory and inclusive of
all your citizen groups?
|
|||
1.1.5 How do you ensure that
frontline staff and citizen groups are aware of the charter and can
understand its contents easily for compliance?
|
|||
1.2
Charter
Monitoring |
1.2.1 How do you measure and track
service delivery performance of different outlets against charter contents?
|
||
1.2.2 How do you communicate the
gaps in service delivery to officer/team responsible for charter monitoring
and to the outlets concerned?
|
|||
1.2.3 How do you fill the observed
and/or reported gaps?
|
|||
1.3
Charter
Review |
1.3.1 How do you find out whether
your charter is serving its purpose and take measures to enhance its
effectiveness?
|
||
1.3.2 How do you incorporate
legislative changes (e.g. introduction of Right to Information Act, etc.) and
other relevant provisions/developments in your charter revision process?
|
|||
1.3.3 How do you ensure that
frontline staff and the citizens are aware of the basis for making changes as
above?
|
|||
2
|
Grievance Redress
|
2.1
Grievance
Receipt |
2.1.1 How do you prepare and
implement guidelines for spreading awareness on public grievance process and
ensure that citizens get the information they need?
|
2.1.2 How do you prepare and
implement guidelines for recording and classifying grievances?
|
|||
2.1.3 How do you prepare and
implement guidelines for multiple channels of grievance redress such as
toll-free telephone lines, web site, etc.?
|
|||
2.2 Grievance
Redress |
2.2.1 How do you determine time
norms for acknowledgement, and redress of grievances/ complaints received?
|
||
2.2.2 How do you ensure that the
time norms as above are adhered to?
|
|||
2.2.3 How do you continuously
improve the system and use forums like Jan Sunwai, LokAdalats and other
single window disposal systems to expedite grievance redress?
|
|||
2.3 Grievance
Prevention |
2.3.1 How do you use grievance
analysis while preparing annual action plans and strategy of the
organization?
|
||
2.3.2 How do you find out
grievance prone areas and communicate them to the officer/team responsible
for service delivery improvement and to the Public Grievance Redress Officer?
|
|||
2.3.3 How do you link grievance
analysis to charter review and to other
guidelines
so that complaint prone areas are improved upon?
|
|||
2.3.4 How do you measure and track
the progress on improvements required to reduce complaint prone areas?
|
|||
2.3.5 How do you ensure that
frontline staff and the citizens are aware of improvements made in grievance
redress mechanism?
|
|||
3
|
Service Delivery
|
3.1 Citizen Focus
|
3.1.1 How do you determine citizen
satisfaction levels and implement steps required for improving the same?
|
3.1.2 How do you measure citizen
satisfaction across the organization and for particular service delivery
outlets?
|
|||
3.1.3 How do you link citizen
satisfaction results to charter review and to other processes affecting
service delivery?
|
|||
3.1.4 How do you prepare and
implement guidelines that encourage your outlets for creating a citizen
focused organization?
|
|||
3.1.5 How do you find out and
distinguish among outlets on the basis of service delivery, and implement
steps required to improve the same?
|
|||
3.2 Employee
Motivation |
3.2.1 How do you encourage and
ensure courteous, punctual, and prompt service delivery by your front line
staff?
|
||
3.2.2 How do you prepare and
implement guidelines to encourage the willingness of the frontline staff to
accept responsibilities for service delivery as per citizen expectations?
|
|||
3.2.3 How do you encourage healthy
competition among your outlets for improved service delivery?
|
|||
3.3 Infrastructure Management
|
3.3.1 How do you determine and
implement minimum standards of service for convenience of citizens such as
putting signage, placing waiting benches, drinking water and other needs?
|
||
3.3.2 How do you determine the
resources that are required taking into account service delivery needs,
current budgets, current channels of service delivery to ensure resource
availability/ utilization as per plans/requirements and standards fixed for
service delivery?
|
|||
3.3.3 How do you prepare and
implement guidelines that encourage outlets to continuously improve service
delivery?
|
5.
Development of Indian Standards IS 15700: 2005 by BIS
5.1
To implement Sevottam in the various departments of Government of India which
are concerned with service delivery to the citizens or are having public
interface, the Bureau of Indian Standards (BIS) has developed Standard i.e. IS
15700: 2005. The IS 15700:2005 has been basically meant for certifying
organizations that fulfill the requirements of Quality Management System
(QMS)Sevottam. It is broadly based on the ISO 9000 standard series and has
additional citizen centric features such as of the Citizen‟s /
Client‟s Charter, Grievance Redress Mechanism, and nomination of an
Ombudsman etc.
Aims
and objectives of IS 15700: 2005
5.2
The crux of IS 15700:2005 is to provide “Good Governance”. The
governance may be defined as “process of decision making and the process by
which decisions are implemented”. Good governance must be participatory,
consensus oriented, transparent, responsive, accountable, equitable &
inclusive, follow the rule of law and effective and efficient.
Key
Element of IS 15700: 2005
5.3 The
key elements of IS 15700:2005 are as under:-
- Customer focus
- Citizens‟ Charter
- Service quality policy & service quality objectives
- Service provisions
- Effective grievance redressal mechanism
- Implementation, monitoring, measurement and improvement
- Single window system
- Information and facilitation centre
5.4 IS
15700:2005 may be implemented by public service organizations to demonstrate
their ability to consistently provide effective and efficient services which
meets customer and applicable legal, statutory and regulatory requirements, to
enhance customer satisfaction and for continual improvement in their services
and service delivery processes. However, it does not apply for employment
related disputes referred for resolution outside an organization. This standard
provides emphasis on `citizen focus‟ and includes following three
key elements:
- Formulation of a realistic Citizen‟s Charter through a consultative process
- Identification of services rendered, Service delivery processes, their control and delivery requirements
- An effective process for complaints handling
6.
Sevottam in the Context of CBEC
Nodal
Agencies:
6.1
CBEC with its large number of field offices is one of the organization which
has a large public interface and therefore, has been selected for
implementation of Sevottam for achieving excellence in service delivery. The
Customs and Central Excise department (as a service provider) interacts with
the large number of clients such as Importers /exporters / manufacturers
/service providers / international passengers / passengers getting goods by
post, courier or unaccompanied baggage.
6.2
On behalf of CBEC, the Directorate General of Inspection (Customs and Central
Excise) has been designated as the nodal agency/Directorate for implementation
of Sevottam in the department.
Citizens’
Charter by CBEC
6.3
The Central Board of Excise and Customs, in the Ministry of Finance, is the
apex body for administering the levy and collection of indirect taxes of the
Union of India viz. Central Excise duty,
Customs duty and Service Tax, and for facilitating cross border movement of
goods & services. In order to improve the delivery of its services, the
Board has formulated this Citizens‟ Charter.
Vision
Statement
6.4
Our Vision is to provide an efficient and transparent mechanism for
collection of indirect taxes and enforcement of cross border controls with a
view to encourage voluntary compliance.
Mission
Statement
6.5
Our Mission is to achieve excellence in the formulation and implementation of
Customs, Central Excise and Service Tax laws and procedures aimed at:
- realizing the revenues in a fair, equitable, transparent and efficient manner
- administering the Government‟s economic, taxation and trade policies in a pragmatic manner
- facilitating trade and industry by streamlining and simplifying Customs, Central Excise and Service Tax processes and helping Indian business to enhance its competitiveness
- ensuring control on cross border movement of goods, services and intellectual property
- creating a climate for voluntary compliance by providing information and guidance
- combating revenue evasion, commercial frauds and social menace
- supplementing the efforts to ensure national security.
CBEC
Strategy
6.6 The
strategy for achieving our mission shall comprise the following:
- Bench marking of operations and adopting best practices
- Enhancing the use of information technology
- Streamlining Customs, Central Excise and Service Tax procedures by employing modern techniques like risk management, non- intrusive inspections and accredited clients facilitation
- Evolving cooperative initiatives with other government and private agencies and building partnerships with trade, industry and other stakeholders
- Measuring conformance to service delivery standards
- Developing professionalism through capacity building.
Our
Standards
6.7.1 CBEC has prescribed the following
time norms to be followed in respect of services delivered by it‟s
field formations:
- Acknowledge all written communications including declarations, intimations, applications and returns immediately and in no case later than 7 working days of their receipt.
- Convey decision on matters relating to declaration or assessments within 15 days of their receipt.
- Dispose of a refund claim within 3 months of receipt of a complete claim
- Remit drawback within 7 working days of,
– filing
of manifest in the case of electronic processing of declarations
– filing
of a paper claim in the case of manual processing
- Clear the goods, where the declaration relating to any consignment is complete and correct,
– In case
of exports, within 24 hours of filling of declaration
– In case
of imports, within 48 hours of filing of declaration.
- Complete Central Excise Registration formalities within 2 working days of receiving a complete application.
- Complete examination and clearance of export consignment at factory premises within 24 hours of accepting the request.
- Give minimum 15 days advance intimation before undertaking the audit of assessees‟
- Release of seized documents, which have not been relied on for the issue of the show cause notice, within 30 days from the date of issue of the said notice, unless otherwise provided under the law.
- Time norms for other activities, as may be prescribed, shall also be observed.
We
shall Endeavour to achieve minimum compliance level of 80% of the
aforesaid time norms. Compliance levels shall be gradually enhanced through
close monitoring, standardization of processes, use of IT enabled services.
CBEC
Commitment
6.7.2 The CBEC has made the following
commitment to the public:-
We shall
strive to:
- be at the service of the country and its citizens
- work to uphold the economic security and sovereignty of the country
- make our procedures and transactions as transparent as possible
- encourage and assist voluntary tax compliance
- carry out our tasks with:
–
integrity and judiciousness
–
impartiality and fairness
– courtesy
and understanding
–
objectivity and transparency
–
uprightness and conscientiousness
–
promptness and efficiency.
Additional
Commitments by CBEC to the Public
6.7.3: We further commit that,-
- All officers will carry Identity Cards and all uniformed officers will wear name badges while on official duty.
- Personal and business information disclosed to us will be kept confidential subject to the provisions of the Right to Information Act, 2005.
- Assessees will be visited only by authorized officers.
- Due respect will be given to the tax compliance record of the assessees.
- Clearance of consignments will
be withheld only after explaining the reasons
thereof and an opportunity will be provided before passing any final order. - Baggage of international passengers will be opened only after explaining the reasons and in their presence.
- Before searching any premises or persons, the reasons thereof shall be Officers undertaking any search operations shall offer themselves for personal search beforehand.
- The investigating officer will explain the legal provisions and your rights and obligations.
- Full information about appeal procedure shall be provided alongwith details of the authorities with whom appeals can be filed.
Additional
Commitments by CBEC to the Public
6.7.3: We further commit that,-
- All officers will carry Identity Cards and all uniformed officers will wear name badges while on official duty.
- Personal and business information disclosed to us will be kept confidential subject to the provisions of the Right to Information Act, 2005.
- Assessees will be visited only by authorized officers.
- Due respect will be given to the tax compliance record of the assessees.
- Clearance
of consignments will be withheld only after explaining the reasons
thereof and an opportunity will be provided before passing any final order. - Baggage of international passengers will be opened only after explaining the reasons and in their presence.
- Before searching any premises or persons, the reasons thereof shall be Officers undertaking any search operations shall offer themselves for personal search beforehand.
- The investigating officer will explain the legal provisions and your rights and obligations.
- Full information about appeal procedure shall be provided along with details of the authorities with whom appeals can be filed.
- Stakeholders will be consulted continually while reviewing our policies and Timely publicity of all changes in the law and procedures shall be provided.
- Efforts will be made to enhance the use of information technology in all work areas and enable the trade to have IT based information access.
- Every possible assistance will be rendered by the Public Relations Officer in the Divisional Office/Commissionerate Office/Custom House. The name and telephone number of the Public Relations Officer will be prominently displayed at such offices. Relevant information and details of procedures, as may be required, will also be provided. The service attributes shall be measured through customer perception feedback on the above commitments with the intention of continuous improvement in service delivery.
Complaints
and Grievances
6.8 As a
responsive and taxpayer-friendly department, we (means CBEC) shall have in
place the following mechanism:
- We shall promptly acknowledge complaints within 48 hours of receipt and attempt to provide final replies within 30 working days of their receipt. In case it is not possible to send the final reply within the time specified, an interim reply shall be furnished to the complainant.
- In case, the complaint is not attended to, within the prescribed time norms or the remedy offered is not satisfactory, an appeal can be filed with the jurisdictional Commissioner / Chief Commissioner.
- Common complaints and grievances can also be taken up with the Public Grievance Committee, Permanent Trade Facilitation Committee, Regional Advisory Committee and in the Open House meetings. The detailed procedure for complaints handling process can be viewed on the CBEC website cbec.gov.in
At
the field level:
A
Public Grievance Officer (PGO) has been designated in each Commissionerate /
Customs House with whom all complaints and grievances can be taken up. The
contact details of the Commissioneratewise Public Grievance Officer are
available at www.cbec.gov.in.
At
the Board level:
Commissioner
(Publicity) has been nominated as the Public Grievance Officer for the Central
Board of Excise and Customs,
Time lines
for various Service Delivery Standards Prescribed by CBEC
7.
Service Delivery Standards prescribed by CBEC in the area of Service Tax,
Customs and Central Excise are as under:-
7.1
Central Excise: 8 Service Standards and Norms
- Acknowledge all written communications within 7 working days
- Convey decision on matters within 15 working days
- Dispose of a refund claim within 3 months
- Completer Central Excise Registration within 2 working days
- Complete examination and clearance of export consignment at factory premises within 24 hours
- Give 15 days advance intimation before undertaking the audit of assessees‟ records
- Release of seized documents within 30 working days if they are not required by the department
- Acknowledge complaints within 48 hours and attempt to provide final replies within 30 working days
7.2
Service Tax: 6 Service Standards & norms
- Acknowledge all written communications within 7 working days
- Convey decision on matters within 15 working days
- Dispose of a refund claim within 3 months
- Give 15 days advance intimation before undertaking the audit of assessees‟ records
- Release of seized documents within 30 working days if they are not required by the department
- Acknowledge complaints within 48 hours and attempt to provide final replies within 30 working days
7.3
Customs- 7 Service Standards and Norms
- Acknowledge all written communication within 7 working days
- Convey decision on matters within 15 working days
- Remit drawback within 7 working days
- Clear the import goods within 48 hours of filing of declaration
- Clear the export goods within 24 hours of filing of declaration
- Release of seized documents within 30 working days if they are not required by the department
- Acknowledge complaints within 48 hours and attempt to provide final replies within 30 working days
8.
Service Quality Manual (SQM):
8.1
As per Indian Standard Quality Management System‟s requirement for
Service Quality by Public Service Organizations, CBEC has developed Service
Quality Manual. The Service Quality Manual is available on CBEC as well as
DGICCE website and may be downloaded for study.
Key
Features of SQM
8.2 Key
features of the Service Quality Manual are:
–
Establish Service Quality Policy
– Set
Service Objectives
– Define
Your Customer
– Define
Each Service Standard
– Set
Standard Operating Procedures for each service standard
– Set
process controls for effectiveness in service delivery
– Balance
standardization with local flexibility
– Build
Quality Management System as per IS 15700 : 2005
9.
Grievance Redressal System.
9.1
Sevottam requires a good grievance redressal system operating in a manner that
leaves the citizens more satisfied with how the organization responds to
complaints/grievances, irrespective of the final decision.
- CBEC has adopted PG Portal– Centralized Public Grievance Redress And Monitoring System (CPGRAMS) i.e. the grievance redressal system of Department of Administrative Reforms and Public Grievances (DARPG).
- Public Grievance Officers have been appointed in each Commissionerate to attend to the grievances.
- The grievance redressal is monitored at CBEC level on a regular basis.
9.2
Service Delivery capability:
- This includes the key pillars which are required to give excellent service and includes Customer Feedback, Employee Motivation and Infrastructure
- Creation of delivery infrastructure to meet Citizen‟s Charter promises is essential to meet and sustain services.
- It consists of (a) Citizen Friendly Access, (b) Single Window Facility, (c) Facilitation Desk, (d) Feedback/Suggestion Form and (e) Back End Monitoring of Services to Citizens.
10.
Step-Wise Guide – to Implement SQM
(1).
Display the Citizen‟s Charter and Quality Policy prominently at all
office premises for the benefit of customer.
(2).
Put in place Infrastructure–like single window facility, facilitation centers
and feedback cum suggestion forms- for better customer experience.
(3).
Appoint one senior officer (preferably ADC/JC) to coordinate activities
(4). Train
three to five officers.
(5).
Sensitize all officers in the service deliverable sections on the Citizen‟s
Charter and Service Quality Manual requirement.
(6).
Appoint an officer at Group “A” level as Public Grievance Officer (PGO) to
listen to public grievances.
(7). Issue
Office orders to appoint officers as „Process Owners‟
in-charge of each Service.
(8). To
provide resources to each process owner as per need to meet service norms.
(9). The
documented procedures for services actually delivered are covered in SQM
3.2.1.1. to SQM 3.2.1.10.
(10).
Registers/ records should be maintained for each deliverable service. Records
keeping Format for each deliverable service is prescribed under the SQM -4.2
-Monthly abstracts shall be drawn to analyze conformance performance per month
and checked by each process owner.
(11).
Appoint two to three officers as internal auditors. The internal auditors shall
be trained to audit the processes created (deliverable services) are working
.trainers selected in step 4 above may be appointed as the internal auditors.
(12).
The internal auditors shall make periodic audits of records maintained by each
deliverable service process owner and highlight areas of non-conformance and
work with other officers to timely close the issues.
(13).
A Management Review Meeting is to be convened by the Nodal Officer twice in a
year as per SQM for consideration of internal audit reports and inputs from the
process owners.
(a) During
initial stages, such meeting may be conducted more frequently to quickly
stabilize the processes.
(14).
Once processes are stabilized and sustained performance is observed, the field
formation approaches Bureau of Indian Standards (BIS) for certification.
(15). Post
certification SQM is to be implemented as per the certifying agency
(16).
Any amendments to SQM shall be sent to field formation by Directorate General
of Inspection for implementation. Records for each step are to be maintained
systematically.
(17). In
case of difficulty, Director General of Inspection office may be approached for
guidance.
11.
Flow Chart Process of Service Quality Management System
11.1
On submission of Application for grant of IS Certification under IS 15700:2005,
the follow process of approval process has been explained in flow diagram as
given below:-
12.
Relevant Websites for further details:
(i)
Website of the Department of Administrative Reform and Public Grievances i.e.
www.darpg.gov.in for knowing about the concept of Sevottam and latest
development in this field.
(ii)
Website of Directorate General of Inspection of Customs and Central Excise i.e.
www.dgicce.nic.in for knowing more about implementation of Sevottam in
Central Board of Excise and Customs. The DGICCE is a nodal office
entrusted with the responsibility for implementation of Sevottam in
various field offices of CBEC.
(iii)
Website of Bureau of Indian Standards i.e. www.bis.orgfor knowing about
the Indian Standards including IS: 15700 and latest developments in the
area of standard development in India.
(iv)
Website of Central Board of Excise and Customs i.e. www.cbec.gov.in for knowing
about the indirect tax laws, rules, latest notifications, circulars,
instructions relating to Customs, central Excise and Service tax.
(v)
Website of the National Academy of Customs, Central Excise and Narcotics,
Kanpur i.e. www.nacenkanpur.gov.in for downloading free learning resources in
the form of e-books on various topics of Customs, Central Excise and Narcotics.
13. Points
of Critical Considerations for way forward
13.1
At present, for various service delivery standards, minimum compliance level of
80% of the various time norms has been mentioned. Further, it has been stated
that compliance levels shall be gradually enhanced through close monitoring,
standardization of processes, use of IT enable services. This commitment of 80%
minimum compliance level has remain static since beginning. The point for
consideration is as to whether this 80% minimum compliance level is enough and
second, whether the compliance level has gone up since introduction of Sevottam
in various field formations.
13.2
One of the major and key areas, where citizens are largely effected, is the
area of dispute settlement. In other words, timely completion of investigation
or timely adjudication of Show cause notice or a disposal of appeal is a key
objective of ensuring compliance with tax laws. The point for consideration is
as to why this key area has not been included in the Service delivery standards
and as to whether this should be included in service delivery standards.
13.3
Though this concept of Sevottam was introduced in 2008 in CBEC, there is still
considerable progress to achieve coverage of 100% of field formations. The
point for consideration is as to how much time will still be needed to achieve
100% coverage of field formations under the Scheme. In other words, what should
be the target date for achieving 100% coverage of field offices under the
Scheme.
13.4
After implementation of Sevottam, it is expected that there will be significant
improvement in actual delivery of service to the citizens. The point for
consideration is as to whether this has really happened and how much we have
achieved on this front. Is the progress satisfactory or what is required to be
done to improve our delivery of services further.
14.
Text of Relevant Guidelines for Sevottam (under IS 15700:2005)
14.1
Bureau of Indian Standards (BIS), the National Standards Body of India, has
been helping the Indian industry for about six decades by formulation of
National Standards, Operation of Product Certification Scheme, Management
Systems Certification Schemes and Training.
14.2
Central Government and State Governments are one of the largest service
providers. With a view that the public service organizations, including
Government organizations, establish and implement a system approach to provide
service quality to citizens, BIS has prepared an Indian standard, namely, `IS
15700:2005 Quality Management Systems – Requirements for Service Quality by
Public Service Organizations’. This standard has been published on the
initiative of the Department of Administrative Reforms and Public Grievances,
Ministry of Personnel, Govt. of India. This standard is a generic standard
specifically designed for public service organizations.
14.3 BIS
is operating Service Quality Management Systems Certification Scheme (SQMSCS)
for public service organizations according to IS 15700:2005 as one of its
Schemes under Management Systems Certification.
14.4
These guidelines contain useful information on processing of an application,
procedure for grant of licence, obligations and responsibilities of the public
service organizations interested in obtaining and operating licences according
to IS 15700:2005.
14.5
These guidelines are the extracted information from the applicable regulations.
For complete details, reference may be made to Bureau of Indian Standards
(Certification) Amendment Regulations, 2002.
IS
15700:2005
14.6
IS 15700:2005 may be implemented by public service organizations to demonstrate
their ability to consistently provide effective and efficient services which
meets customer and applicable legal, statutory and regulatory requirements, to
enhance customer satisfaction and for continual improvement in their services
and service delivery processes. However, it does not apply for employment
related disputes referred for resolution outside an organization. This standard
provides emphasis on `citizen focus‟ and includes following three
key elements:
- Formulation of a realistic Citizen‟s Charter through a consultative process
- Identification of services rendered, Service delivery processes, their control and delivery requirements
- An effective process for complaints handling
Who
are eligible
14.7
Public service organizations including Government Ministries and Departments,
Regulatory Bodies, Public Utility Service Provider, etc, which are either
directly providing service to society at large or those which through their
policies, directives, regulations, etc., indirectly affect the services being
provided by these service providers, are eligible for certification under this
scheme. For example, Government Ministries/Departments, Public transport
services, Public water supply services, Public distribution services, Insurance
companies, Public health care services, Postal services, Telecommunication
Services, Education services, Regulatory bodies, etc.
Organizations-
individual and multi-site
14.8
Organizations generally operate individually from one site. There may be other
organizations which operate through branches at different locations.
Individual
Organizations
14.9
Individual organizations interested in obtaining license for service quality
management system as per IS 15700:2005 should ensure that they are operating
service quality management system in accordance with the requirements of the
standard, IS 15700:2005 and shall be able to demonstrate the same.
Multi-site
Organizations
14.20
For the purpose of this scheme, a multi-site organization is an organization
having an identified central function (normally referred to as Central Office)
at which certain activities are planned, controlled or managed and a network of
local offices or branches (sites) at which such activities are fully or
partially carried out. The services provided by all the sites have to be
substantially of the same kind and have to be produced fundamentally according
to the same methods and procedures. Such an organization need not be a unique
legal entity, but all sites shall have a legal or contractual link with the
central office of the organization and be subject to a common quality management
system, which is laid down, established and subject to continuous surveillance
by the central office. This means that the central office has rights to
implement corrective actions when needed in any site. The Central Office being
the controlling will be referred to as the organization at “Apex level” and
units/sites as an organization at unit level. Examples of possible multi-site
organizations include:
1. Organizations operating with
franchises
2. Manufacturing organizations with a
network of sales offices
3. Organizations with multiple
branches
4. Indian Postal Department
5. State Jal Board
6. Public Distribution System
7. State Transport Corporation
14.21
The organization‟s quality management system shall be centrally
administered under a centrally controlled plan and be subject to central
management review. All the relevant sites (including the central administration
function) shall be subject to the organization‟s internal audit
programme and audited in accordance with that programme.
14.22
In case of very large organizations where an organization is providing services
through its multiple sites at different levels, for example
Central/State/District level, etc, then the Controlling Office at the first
point (for example, District level) will be the first Central Office. This
Central Office along with various units/sites under its control will be treated
as one entity if it establishes a Management System in accordance with the
standard i.e. IS 15700:2005 and monitors its implementation by all the service
outlets (units/sites) under it. For example, post offices at District level are
units/sites controlled by Central Office at District level, which in turn may
be under the control of Head Office at State level, which in turn may be under
the control of main Head Post Office at the Centre. In such cases, the Central
Office at District level with units under its control will be treated as one
entity (organizations with multiple service outlets/sites).
14.23
The organization shall demonstrate that the central office has established a
quality management system in accordance with IS 15700:2005 and that the whole
organization meets the requirements of the standard. It shall demonstrate its
ability to collect and analyze data (including but not limited to the items
listed below) from all sites including the central office and its authority and
ability to initiate organizational changes if required:
– System
documentation and system changes
–
Management review
–
Complaints
–
Evaluation of corrective actions; and
– Internal
audit planning and evaluation of the result.
14.24
Following organizations are considered as individual organizations and not
multiple service outlet organizations:
a)
Organizations that have multiple service outlets where dissimilar service processes
are administered at different units/sites.
b)
Organizations dealing with Public service delivery relating to the following
critical scope sectors:
i) Food
Products, beverages and tobacco (e.g. Food Chains)
ii)
Pharmaceuticals (e.g. Chain of chemist stores)
iii)
Aerospace (e.g. Airlines services)
iv)
Information technology (e.g. Ministry of Information Technology)
v) Health
(Chain of Hospitals/Nursing Homes)
vi)
Services related to coke and refined petroleum products (e.g. Petrol filling
stations, etc.)
vii)
Electricity supply (e.g. State Electricity Boards)
viii)
Construction (e.g. Construction sites by CPWD)
c) Units
having more than 1000 employees
15.
How to obtain Licence
Application
15.1
Organizations (Individual or Multi-site) interested in obtaining licence for
service quality management systems as per IS 15700:2005 should ensure that they
are operating service quality management system in accordance with the
requirements of the standard, IS 15700:2005. For this purpose, the organization
shall have conducted minimum one Internal Audit and one Management Review
Meeting. The application should be submitted in the prescribed proforma in
triplicate (Form-IV & Form XIV) at the concerned Regional Office of BIS
along with prescribed application fee, as applicable. The schedule of fee is
given at Annexure I. The application fee is non- refundable.
15.2
The application (Form IV) is to be signed by the Chief Executive Officer (CEO)
of the organization or any other person authorized to sign any declaration on
behalf of the organization.
15.3
Each application shall be accompanied by a supplementary questionnaire (Form-
XIV) duly filled in along with the documented service quality management system
(such as, service quality manual, citizens‟ charter, any other document
required by the standard, etc) prepared by the organization. The questionnaire
(Form XIV) is also to be signed by the Chief Executive Officer of the
organization or any other person authorized to sign any declaration on behalf
of the organization. The name and designation of the person signing the
application must be recorded legibly in a space set apart for the purpose in
the questionnaire.
NOTE:
BIS has also prepared Service
Quality Manual, which is hosted on BIS website ‘www.bis.org.in‘.
15.4
Organizations that have multiple service outlets shall declare the units to be
covered in the certification scope along with the organization structure.
Initially, option will be given to the organization to restrict the number of
attached offices (units) for certification with provision to include the
remaining outlets (units) gradually.
If
necessary, BIS may seek and shall provide to the applicant further information
about the scheme.
Processing
of Application
15.5 BIS
reserves the right to reject an application which is incomplete and does not
fulfill one or more of following requirements. .
i)
Application fee not accompanying the application;
ii)
Application form is incomplete;
iii)
Annexures to the application are incomplete
iv)
Service Quality Manual/Citizen Charter/any other document needed by the
organization for effective planning, operation and control of its service and
service delivery processes not submitted
However,
ample opportunity and information will be provided to applicant to fulfill the
requirements.
15.6 The
reason for rejection of the application will be communicated to the applicant
by BIS.
15.7
BIS will acknowledge the receipt of the application and application fee. Every
application will be given a serial number to be known as „Application
Number‟. In all future correspondence, reference must be made to the
„Application Number‟.
15.8
All multi-site organizations may not be eligible for sampling. Site sampling
may be restricted where BIS does not get sufficient confidence in the effective
implementation of the service quality management system as per IS 15700.
Therefore, on receipt of application, it will be examined for the complexity
and scale of service delivery process, size of sites eligible for multi-site assessment,
variations in local implementation of the service quality management system,
etc.
Preliminary
Visit
15.9
After the application has been accepted, BIS official(s) will carry out a visit
to the premises of the applicant/Central Office* to examine the documented
Service Quality Management System (Service Quality Manual), Citizens‟
Charter, etc.) for verifying the conformance to the standard and to acquaint
himself/themselves of the size, nature of job being performed by the
organization and organization’s readiness for the initial audit. Any
significant omissions or deviations from the prescribed requirements will be
intimated by BIS during the visit and will have to be corrected by the
applicant for further processing of their application.
*
For multi-site organizations, normally, this Documents Review/Preliminary Visit
will be carried out at Central Office (at first/second/third ……………….
level) of the organization before initial audit. Apart from Central
Office, other sites (units) may also be selected for preliminary visit based on
complexity of activities, risk factors, etc. The complexities and scale of
activities carried out at different sites will also be examined (by document
review/preliminary visit) and any difference between the sites will be
identified and intimated.
15.10
The visit will also be utilized to assess the number of man days for the
certification audit for grant of license, its duration and type of expertise
required. The number of man days for audit will vary according to the size and
nature of operations etc. of the applicant organization.
15.11
Based on the findings of preliminary visit, information relating `selection of
service outlets‟, number of audit man days‟, etc., will
be intimated to the auditee.
Assessment
(Initial) Audit
For
individual organization
15.12
An Audit Team from BIS will visit the organization for assessment of the
organization’s compliance to the requirements of IS 15700:2005 and service
delivery processes, procedures and activities as enumerated in the documented
service quality management systems.
For
Organizations with Multiple Service Outlets
15.13
For organizations having multiple service outlets, initial evaluation will be
done of the Central Office and attached office(s) on sampling basis as follows:
– Central
Office
– Attached
offices: (Number) 1/2 with minimum one in each level (state/district etc)
– Attached
offices/units at lower levels, if any: (Number) 1/2 with minimum one at each
level
16.
Responsibilities of Applicant during the Audit
16.1 The organization
is expected to provide following assistance to the audit team during audits:
a)
Arrangements of stay, local guidance and travel arrangements, etc.
b)
The CEO and the nodal officer (apex level/unit level) of the organization must
be present during the opening and closing meetings. As far as possible, all
responsible personnel of the organization should be present in these meetings.
c)
In the interest of the organization, all efforts should be made that time of
the audit team is not wasted on account of non- availability of relevant
personnel, documents, records, shut down of department(s) being audited, etc.
d)
The organization will arrange a place/room where members of the audit team can
meet to exchange their notes and findings and discuss during the day and at the
end of the day.
16.2
Before grant of license to the organization is considered,
corrective/preventive actions taken by the organization on the
non-conformities, if any, observed during the audit will have to be verified by
BIS. For multiple service outlets in case a non-conformity is observed,
either at the Central Office, or at a single outlet of the organization, the
corrective action(s)will have to be taken on all applicable outlets. This
may be verified during the audit or through a follow up audit. After
verification of necessary corrective action(s) taken by the organization the
assessment team may recommend grant of license.
16.3 At
the time of grant of license to the applicant, it shall give the following
undertaking:
“We
shall make no claim direct or implied that the license granted to us relates to
service(s) or delivery processes other than those set out in the said license
and the schedule thereof.”
17.
Grant of Licence
17.1
When the competent authority of BIS is satisfied with the recommendations of
the assessment team for grant of license, the same shall be granted. If any
site (Central Office or attached office) has a pending non-conformity,
certification may be denied to the whole organization. The scope of certification
will not be revised in order to overcome the non-conformity observed during
initial audit at a given site.
17.3
The license shall be granted for a period of three years. In case of multi-site
organization, one single certification will be issued with the name and address
of the Central Office of the organization having multiple service outlets. A
list of all the sites to which the licence relates will be issued either on the
license itself or in an annexure or as otherwise referred to the in the license
certificate along with the scope of the license. The scope or other reference
on the license certificate will make it clear that the certified activities are
performed by the network of sites in the list. If the scope of certification of
the sites is only issued as part of the general scope of the organization, its
applicability to all the sites will be clearly stated in the license
certificate and any annexure.
18.
Operation of Licence
18.1
Grant of license will be followed by normally three surveillance audits in
three years by the auditor(s) nominated by BIS to verify the effective
implementation and maintenance of the service quality management system
established by the organization; the third surveillance visit may be replaced
by renewal audit. An annual plan will be drawn for surveillance audits of
Central Office, and attached offices on sampling basis. Efforts will be made to
cover different sites for surveillance audits within the validity period of the
license. Renewal will be based on reassessment (similar to initial) audit after
three years.
18.2
During the operation of certification, when a licensee fails to observe the
conditions of the Service Quality Management Systems Certification Scheme or
where there have been significant departure from certification conditions,
license of the organization may be suspended and may call for special visits
for which organization will be liable to pay special visit charges as set out
in schedule of fees.
18.3
In case of organizations with multiple service outlets, the license certificate
will be withdrawn in its entirety if the Central Office or any of the sites
does not/do not fulfills the necessary criteria for maintenance of the license.
The organization shall inform about the closure of any of the site included in
the license and failure to provide such information will be considered as the
misuse of the license. Similarly, if the organization had added a new site, it
shall not claim certification of this site, which otherwise will be considered
as the misuse of license.
18.4
Additional sites may be added to an existing license based on recommendations
of the audit team leader during surveillance / renewal / special audits
when request has been made to BIS in advance.
19.
Renewal, expiry, suspension, and Cancellation of Licence
19.1
Any Licence granted automatically expires at the end of the period for which it
is granted. A renewal notice will be issued to the Licensee by the concerned
office of BIS about four months before the expiry of the operative period. The
Licensee is required to submit the renewal application atleast three months in
advance before the expiry of the License which will be followed by a complete
audit of service quality management system of the organization similar to
initial audit.
19.2
If some discrepancies are found during the audit, the Licensee will be asked to
take actions (corrective and preventive actions). For multiple service outlets
in case a nonconformity is observed, either at the Central Office, or at any
outlet of the organization, the corrective/preventive actions will have to be
taken on all applicable outlets. This may be verified during the audit or
through a follow up audit, full or partial, as the case may be. After
verification of necessary action or a corrective and preventive action plan as
proposed by the organization to remove discrepancies, the Service Quality
Management Systems License will be renewed for a period of three years.
19.3
For suspension and cancellation of License, please see Obligations of Licensee.
Obligations
of Licensee
A License
holder on grant of certification for service quality management system will:
a)
At all times comply with the requirements of the License as set out therein and
comply with BIS (Certification) Amendment Regulations, 2002 or any
amendments thereto.
b)
Only claim that he is holding a License in respect of the capability which is
the subject of the License and which relates to service delivery processes or
systems in accordance with its requirements.
c)
Not use the License in any manner to which the BIS may object and shall not
make any statement concerning the License which, in the opinion of the BIS, may
be misleading.
d)
Submit to the BIS for approval the form in which he proposes to use the License
or proposes to make references to the License.
e)
Upon expiry of its period of validity, suspension or termination of the
License, however determined, discontinue its use forthwith and withdraw all
promotional and advertising matter which contains any reference thereto.
f)
Not make any change in the Service Quality Management System which forms the
basis for the grant or renewal of the License and which prevents its compliance
with the Scheme without prior approval of the BIS.
g)
The license certificate will be withdrawn in its entirety if the Central Office
or any of the sites does not/do not fulfills the necessary criteria for
maintaining of the license. The certified organization shall inform about the
closure of any the site included in the license and failure to provide such information
will be considered as the misuse of the license.
h)
Submit to the BIS any amendments to the approved documented system.
i)
Document all changes made to the Service Quality Management System and make
records of such changes available to Bureau’s designated officers on request. A
change in key personnel in relation to management of the systems and
technological functions or senior management shall be notified to the BIS by
the License holder.
i)
Permit access to a team appointed by the BIS for purposes of assessment, audit
or The License holder shall give full details of all actions taken in response
to field problems arising from allegations of defects in products, processes or
systems covered in the license and allow BIS officers access to all relevant
records and documents for the purpose of verifying such details.
j)
Be required to produce evidence of continuing operations for the products,
processes or systems covered by the License. License holder shall notify to BIS
in writing of discontinuance in such operations exceeding three months.
Discontinuance of a License in excess of six months or more may lead to
cancellation of the License. In such cases, a fresh application shall be
submitted to the Bureau and assessment visit will be necessary prior to grant
of a new License.
k)
Pay all financial dues to the Bureau, in the manner specified by it, even for
the period of discontinuance or suspension of License.
l)
Operate and maintain procedures for handling and recording of complaints and
shall report any complaints against the service quality management system
operated and/or License, to BIS. Cooperate and assist BIS on the investigation
and resolution of such
m)
Operate within the provisions of the BIS Act 1986; Rules, 1987; BIS
(Certification) Amendment Regulations, 2002 and Certification Scheme
Procedure for grant of licence.
20.
Privileges of Licensee
20.1 The
privileges enjoyed by BIS License holder include:
a)
Original Service Quality Management Systems License which can be demonstrated
by the organization to anyone concerned. If need be, it can be photocopied
& displayed at various locations.
b)
Use of Service Quality Management Systems Certification Mark (Sevottam) on
letterheads in advertisements, brochures, complimentaries and for other promotional
purposes.
c) Each
license shall be listed in the register of certified organizations maintained
by
21.
Appeals
21.1
Under the Provisions of BIS Act 1986, any decision taken in respect of
granting, withholding, renewal, suspension or cancellation of certification
under the Bureau of Indian Standards Service Quality Management Systems
Certification Scheme (BIS SQMSCS) can be appealed against. For the Procedure
and Guidelines for making an appeal, contact Head (Management Systems
Certification) at BIS Headquarters, 9 Bahadur Shah ZafarMarg, New Delhi – 110
002.
22.
Schedule of Fees for Service Quality Management Systems Certification.
Application
fee
22.1
Application fee to be paid along with application shall be Rs.15,000/- +
(Taxes).
Preliminary
Visit
22.2
The application fee includes the adequacy audit (Document Review) of documented
Service Quality Management System and preliminary visit fee. However, expenses
for travel and stay of auditor(s) for preliminary visit will be charged at
cost. Consideration will be given to allocate auditors from nearby offices of
BIS to minimize travel/boarding cost.
Assessment/
Re-assessment Fee
22.2
Rs.7,000/- (+ Taxes) per auditor(s)/expert(s) per day towards assessment
(initial audit/renewal audit) fee plus expenses for travel and stay of
auditors/experts which will be charged at cost. Assessment/re-assessment fee
and estimated expenses to be paid in advance before the audit. Consideration
will be given to allocate auditors from nearby offices of BIS to minimize travel/boarding
cost.
Licence
Fee
For
Individual Organizations
22.3
Licence fee for a period of three years shall be of Rs. 60,000/- + Taxes, to be
paid at the time of grant/renewal of licence but before licence is issued to
the licensee.
For
Organizations with Multiple Service Outlets
22.4
Licence fee of Rs. 60,000/- (+Taxes) for a period of three years, to be paid at
the time of grant/renewal of licence but before licence is issued to the
licensee. For each additional site to be covered under the scope, additional
fee to be paid for each site shall be as follows:
No. of Sites with similar
activities to be covered under certification
|
Fee for three years (Rs.)
|
Upto10
|
@12,000 per site
|
11 and above
|
1,20,000 + @ Rs.8,000 for each
additional site above 10
|
Surveillance
Audits
22.5
Normally 3 surveillance audits (one audit per year) will be undertaken during
three years of validity period. Third surveillance audit may be replaced by
renewal audit. Charges for surveillance audits, towards mandays spent, shall be
Rs.7,000 per manday plus expenses for travel and stay of auditors which will be
charged at cost (surveillance audit fee and estimated travel and stay expenses
to be paid in advance before the audit).
Special
Visit Fees
22.6
Any other audit (follow-up audit) or special visit will be charged at Rs
7,000/- per auditor per day towards fee plus expenses for travel and stay of
auditors which will be charged at cost. Above charges will be leviable for any
other visit/audit covering additional requirement which cannot be assessed
during routine visits and/or visit(s) required to verify actions taken on
non-conformities (NCs) raised (unsatisfactory performance), complaints investigation,
etc. The special visit may also cover audits/visits for extension of scope,
change of structure, merger, change of address, etc., as requested by auditee.
BIS will decide about the conduct of special visits or any other audit
(follow-up audit). Special visit fees or any other audit (follow-up audit) fee
and estimated expenses for travel and stay shall be paid by the
applicant/licensee in advance.
Review
of Fees
22.7 Fees
are subject to review periodically.
Note:
Service
tax as applicable on all fees to be paid by applicants/licensees along with fee
in advance
Abbreviations
BIS: Bureau of Indian Standards
CBEC: Central Board of Excise and Customs
CPGRAM: Centralized Public Grievance
Redress and Monitoring
[Note:
It is a standardized web based solution and an integrated application to
register and to redress the grievances received online. The aggrieved person
can lodge their grievances online on web-based platform i.e.
www.pgportal.gov.in]
DARPG: Department of Administrative
Reforms and Public Grievances [in the Ministry of Personnel, Public Grievances
& Pensions]
DGICCE: Directorate General of
Inspection of Customs and Central Excise
DPG: Directorate of Public Grievances
[in the Cabinet Secretariat]
IS: Indian Standards
ISO:
International Organization of
Standardization.
NACEN: National Academy of Customs,
Central Excise and Narcotics
PGO: Public Grievances Officer
QMS: Quality Management System
SQM: Service Quality Manual
Note:
1.
In this E-book, attempts have been made to explain about SEVOTTAM. It is
expected that it will help departmental officers in their day to day work.
2.
Though all efforts have been made to make this document error free, but it is
possible that some errors might have crept into the document. If you notice any
errors, the same may be brought to the notice to the NACEN, RTI, Kanpur on the
Email addresses: rtinacenkanpur@yahoo.co.in or goyalcp@hotmail.com (Email
address of ADG, RTI, NACEN, Kanpur). This may not be a perfect E-book. If you
have any suggestion to improve this book, you are requested to forward the same
to us.
3.
If any officer is interested in preparing E-book on any topic relating to
Customs, Central Excise or Service Tax, he may forward the E-book prepared by
him to the Email addresses mentioned above. After necessary vetting, we will
include the same in our E-book library for benefit of all Departmental
officers.
Source-National
Academy of Customs Excise and Narcotics Regional Training Institute, Kanpur
(India)
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