BharatNotes Sevottam Framework
A service delivery excellence model developed by DARPG for assessing and improving the quality of public services through three modules: Citizen Charter, Public Grievance Redressal, and Service Capability.
Context & Background
"Sevottam" = "seva" (service) + "uttam" (excellence); launched 2006; aligned with BIS standard IS 15700.
UPSC Exam Relevance
Three pillars — Citizen Charter, Grievance Redressal, Service Capability; ISO 15700 certification for government departments; often asked with Right to Services Acts.
