The Department of Administrative Reforms and Public Grievances (DARPG),Government of India, intoduced Sevottam, a quality management system, for public service delivery in 2008. Developed as a part of Caapcity Building Programme, Sevottam aims toa chieve excellence in quality of service delivery by creating citizen's charter, streamlining grievance redress mechanism and enhancing capability for service delivery. By implementing the three modules of sevottam, the governmnet envisions to improve services and empower citizens.