Service Delivery Excellence (Sevottam) implemented to standardize acknowledgements, timelines and grievance redressal in customs services. Implementation of the Sevottam Service Delivery Excellence Model institutes a centralized dak receipt system as a Single Window System issuing immediate acknowledgements with unique identification; postal submissions receive acknowledgement within seven days. Service norms from the Citizen's Charter require acknowledgements within seven days, decisions and related correspondence within 15 working days, release of seized documents within 30 working days (or letter to collect within 15 days if no SCN), and complaint acknowledgement within 48 hours with final replies aimed within 30 working days. Designated operational staff and a Public Grievance Redressal Officer are specified.
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Provisions expressly mentioned in the judgment/order text.
Service Delivery Excellence (Sevottam) implemented to standardize acknowledgements, timelines and grievance redressal in customs services.
Implementation of the Sevottam Service Delivery Excellence Model institutes a centralized dak receipt system as a Single Window System issuing immediate acknowledgements with unique identification; postal submissions receive acknowledgement within seven days. Service norms from the Citizen's Charter require acknowledgements within seven days, decisions and related correspondence within 15 working days, release of seized documents within 30 working days (or letter to collect within 15 days if no SCN), and complaint acknowledgement within 48 hours with final replies aimed within 30 working days. Designated operational staff and a Public Grievance Redressal Officer are specified.
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