Sevottam implementation mandates SQM based process ownership, recordkeeping and grievance redressal for customs services. Implementation of Sevottam in the Custom Commissionerate, Tuticorin mandates time bound delivery of specified services under the Service Quality Manual and Citizens' Charter, centralised receipt and acknowledgement of citizen communications via a Sevottam Counter, nomination of Process Owners for defined service areas, mandatory recordkeeping in prescribed SQM formats subject to audit for certification, monthly interaction with the Nodal Officer, designation of a Public Grievance Officer for CPGRAMS, and appointment of a Nodal Officer for document control and exigency procedures.