Time

Topics

Name of the Speaker

09.00-10.00 a.m.

Registration

DTC, HIPA

10.00-11.00 a.m.

Sevottam Framework for Service Delivery

1. Sevottam Framework
2. Right to Service Act,
3. Grievance Redressal through CM Window and CPGRAMS

Dr. Aarti Dudeja

In-charge,

Sevottam Cell,

HIPA, Gurugram

11.00-11.15 a.m.

Tea Break

11.15-12.15 p.m.

Key Note Address on

• Role and Responsibility of Government Functionaries in Providing Services to the Citizens
• Redressal of Public Grievances in an Efficient and Effective Manner
• Capacity Building of Government Functionaries

Smt. Urvashi Gulati,IAS (Retd.)

Former Chief Secretary,

Govt. of Haryana

12.15-01.15 p.m.

Key Note Address on

• Role and Responsibility of Government Functionaries in Providing Services to the Citizens
• Redressal of Public Grievances in an Efficient and Effective Manner
• Capacity Building of Government Functionaries

Smt. Urvashi Gulati,IAS (Retd.)

Former Chief Secretary,

Govt. of Haryana

01.15-02.00 p.m

Lunch Break

02.00-03.00 p.m.

Good Governance and Citizen Centric Administration

1. Citizen Centric Administration

1. Public Service Ethics

Prof. Pardeep Sahni, Former Director, IGNOU, Delhi

03.00-03.15 p.m.

Tea Break

03.15-04.15 p.m.

Behavioural Skills for Public Officials

1. Empathy in addressing the Public Grievances
2. Attitudes and Behaviour in addressing the Public Grievances
3. Feed-back skills and addressing public grievances

Prof. Pardeep Sahni

04.15-04.45 p.m.

Question-Answer Sessions

Sh. M.K.Midha,IAS (Retd.)

Consultant, Sevottam Cell

Sh. Shiv Prasad Sharma,IAS (Retd.)

Project Associate,

Sevottam Cell

Mrs. Aarti Dudeja