Citizen Charter

Notes

A Citizens' Charter is a written, voluntary declaration by a service provider (government department or agency) stating the standards, quality, time-frames and grievance redress that citizens can expect. It originated in the UK (John Major, 1991). In India it was initiated at the Conference of Chief Ministers (1997) on an "Action Plan for Effective and Responsive Government"; the Department of Administrative Reforms and Public Grievances (DARPG) coordinates it.

Elements

Vision and mission of the organisation; services offered and clients.
Service standards, time limits and costs.
Grievance redress mechanism and contact details.
Expectations from citizens (obligations).

Principles: Quality, Choice, Standards, Value, Accountability and Transparency.

Related reforms

Sevottam (2005): a framework for service delivery excellence with three modules: Citizen's Charter, Public Grievance Redress, and Service Delivery Capability.
CPGRAMS: Centralised Public Grievance Redress and Monitoring System.
Right to Services/Public Services Guarantee Acts in States (Madhya Pradesh was first, 2010), giving statutory time limits with penalties.
The Citizens' Charter and Grievance Redress Bill, 2011 lapsed.
The Second ARC recommended that charters be drawn up with stakeholder consultation, have realistic standards, and be reviewed regularly.

Weaknesses: not legally enforceable, poor awareness, top-down drafting, lack of penalties and monitoring.

Key Points

Origin: UK, 1991; India: 1997 Conference of Chief Ministers.
Voluntary, non-justiciable declaration of service standards.
Sevottam (2005): charter, grievance redress, service capability.
Right to Services Acts add legal teeth (MP 2010).
DARPG coordinates the charters.

MCQs

Q1. The concept of Citizens' Charter originated in: (a) India (b) UK (c) USA (d) France Ans: (b). 1991.

Q2. Sevottam is a framework for: (a) Tax reforms (b) Service delivery excellence (c) Police reforms (d) Judicial reforms Ans: (b).

Q3. Which State enacted the first Public Services Guarantee Act in India? (a) Madhya Pradesh (b) Bihar (c) Kerala (d) Delhi Ans: (a). 2010.