Empowering the differently-abled

The Department of Women and Child Development in Karnataka has implemented a quality management system to improve service delivery under Integrated Child Development Scheme.


Sevottam, a quality management system, developed by the Department of Administrative Reforms and Public Grievances, Government of India aims to improve quality of public service delivery. The key to successful execution of the Sevottam framework is designing the three essential modules: citizen charter, grievance redressal mechanism and capacity building. Given that field level implementation of a framework often proves to be a challenge, the DARPG sponsored a pilot project to include Integrated Child Development Scheme (ICDS) in the Department of Women and Child Development in two districts of Karnataka.

A participatory process was followed in a systematic manner to ensure acceptance of the reforms by all stakeholders. Thorough assessments were conducted to understand the existing arrangement of service delivery to establish performance benchmark. Gaps in services and present grievances were recognised through a citizen satisfaction survey. Based on the learning, citizen charter and grievance redressal mechanisms were drafted.

Overall, the Sevottam model has enhanced the ICDS service delivery. Infrastructure at anganwadi centres have been upgraded; they were provided with LPG gas connections and water filters. The children and anganwadi workers/helpers now have uniforms from the government. It was noticed that the level of cleanliness has improved, and new teaching methods were adopted by the anganwadi workers because of the training provided to them. The DWCD has already upscaled few services to be included in all the anganwadi centres.

This case study was published in September 2011.

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