Citizens Charter: Nine Principles of Service Delivery and Citizen՚s Charter in India
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- Citizens are conscious of their rights as customers and demand timely delivery of the services as they pay for the Government services
- Citizens as “customer-focus” was result of Private Organization which impacted public organizations.
- Citizens Charter came into existence to change the passive attitude of government officials and make the administration functioning efficient.
- Transparency and Standard delivery of services he idea behind a Citizens Charter
- The charter is a Code of Conduct on the part of public officials
- The Citizens Charter is Voluntary and has no Sanctions
- The Charter is a commitment on the part of public officials as well as the citizens
- Idea of a Citizen՚s Charter was first put up by the United Kingdom՚s Conservative Government in 1991 to improve quality of services delivered
- It was relaunched by the Labour Government in 1998 and was labelled as “Service First”
The Citizens Charter had six principles:
- Quality
- Choice
- Standards
- Value
- Accountability
- Transparency
Nine Principles of Service Delivery (1998)
1 . Set Standards of Service |
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2 . Be open and provide full information |
3 . Consult and involve |
4 . Encourage access and promote choice |
5 . Treat all fairly |
6 . Put things right when they go wrong |
7 . Use resources effectively |
8 .Innovate and improve |
9 . Work with other providers |
Citizen՚s Charter in India
- The recommendations of the Conference of Chief Secretaries of States and Union Territories on “Effective and Responsive Administration” held in 1996
- The scheme was introduced from 1997 in India
Components of Indian Citizen՚s Charter
- Vision and Mission statement
- Details of business transacted
- Details of citizens
- Statement of Services
- Details of Grievance Redressal Mechanisms
- Expectations from the citizens
Initiatives for Citizens Charter in India
- From 1997 there is a Citizens Charter in all Central, State and Union Territories Ministries and Departments
- From 2010 Citizen՚s Charter is uploaded on the respective departments website
- Making Citizen՚s Charter as one of the three component of citizens Charter
- Making Citizen՚s Charter more interactive with citizens on the recommendation rof12th report of second Admirative Reforms Commission entitled “Citizen Centric Administration-Heart of Governance”
Creating Department Charters through pilot projects which was implemented in four states:
- Himachal Pradesh
- Karnataka
- Madhya Pradesh
- Odisha
SEVOTTAM Model
Sevottam Model is a “Service Delivery Excellence Model” which provides assessment improvement framework
It has three modules or components:
- Effective Citizens Charter
- Public Grievance Redress System
- Service Delivery Capability
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