[Question not explicitly labeled on page - appears to be about quality in service delivery]

Quality in service delivery refers to the providing of adequate levels of service on time and also provision for grievance redressal in case of any shortcomings.

On time service delivery comprises of:

Ways and means of ensuring total quality:

i) Proper citizen charter by including all the stakeholders

ii) Re-engineering the processes to make them efficient

iii) Inclusion of technology to increase efficiency

v) Training and skill development of employees

vi) Infrastructural upgradation

Quality service delivery is an important part of civil services and needs an efficient, technological approach.