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    M3.1 PPTCitizen's Charter

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    utkarsh
    Citizen's Charter aims to improve public services by specifying quality standards, transparency, and accountability. It outlines the vision, services provided, standards for those services, grievance processes, and responsibilities of both the organization and citizens. While not legally binding, it is a tool to facilitate service delivery. Developing a Citizen's Charter involves forming a task force, consulting stakeholders, drafting the charter, approval, implementation, and ongoing monitoring. Information technology can help effectively store and access complaint data to analyze and improve services over time. However, full implementation faces challenges such as lack of awareness, inadequate publicity, loss of trust, understaffing and lack of accountability.

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    M3.1 PPTCitizen's Charter

    Uploaded by

    utkarsh
    211 views11 pages
    Citizen's Charter aims to improve public services by specifying quality standards, transparency, and accountability. It outlines the vision, services provided, standards for those services, grievance processes, and responsibilities of both the organization and citizens. While not legally binding, it is a tool to facilitate service delivery. Developing a Citizen's Charter involves forming a task force, consulting stakeholders, drafting the charter, approval, implementation, and ongoing monitoring. Information technology can help effectively store and access complaint data to analyze and improve services over time. However, full implementation faces challenges such as lack of awareness, inadequate publicity, loss of trust, understaffing and lack of accountability.

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    M3.1 PPTCitizen’s Charter

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    Citizen's Charter aims to improve public services by specifying quality standards, transparency, and accountability. It outlines the vision, services provided, standards for those services, grievance processes, and responsibilities of both the organization and citizens. While not legally binding, it is a tool to facilitate service delivery. Developing a Citizen's Charter involves forming a task force, consulting stakeholders, drafting the charter, approval, implementation, and ongoing monitoring. Information technology can help effectively store and access complaint data to analyze and improve services over time. However, full implementation faces challenges such as lack of awareness, inadequate publicity, loss of trust, understaffing and lack of accountability.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    211 views11 pages

    M3.1 PPTCitizen's Charter

    Uploaded by

    utkarsh
    Citizen's Charter aims to improve public services by specifying quality standards, transparency, and accountability. It outlines the vision, services provided, standards for those services, grievance processes, and responsibilities of both the organization and citizens. While not legally binding, it is a tool to facilitate service delivery. Developing a Citizen's Charter involves forming a task force, consulting stakeholders, drafting the charter, approval, implementation, and ongoing monitoring. Information technology can help effectively store and access complaint data to analyze and improve services over time. However, full implementation faces challenges such as lack of awareness, inadequate publicity, loss of trust, understaffing and lack of accountability.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 11

    Citizen’s Charter

    Definition
    • Citizen’s Charter is a document which represents a systematic effort to
    focus on the commitment of the Organisation towards its Citizens in
    respects of Standard of Services, Information, Choice and Consultation,
    Non-discrimination and Accessibility, Grievance Redressal, Courtesy and
    Value for Money. This also includes expectations of the Organisation
    from the Citizen for fulfilling the commitment of the Organisation.
    Principles: Fundamental basics of Public
    Services
    • 1. Quality – Improving the quality of services
    • 2. Choice – Wherever possible
    • 3. Standards – Specifying the level of expectation and how to act if the set
    standards are not met
    • 4. Value – For the taxpayer’s hard-earned money
    • 5. Accountability – For various individuals as well as organisations
    • 6. Transparency – About the various rules/ procedures/ schemes/ grievances
    Components of a Citizen’s Charter
    • 1. Vision and Mission Statement of the Organisation
    • 2. Details of Business transacted by the Organisation
    • 3. Details of ‘Citizens’ or ‘Clients’
    • 4. Statement of services including standards, quality, time frame etc. provided
    to each Citizen/ Client group separately and how/ where to get the services
    • 5. Details of Grievance Redress Mechanism and how to access it
    • 6. Expectations from the ‘Citizens’ or ‘Clients’
    • 7. Additional commitments such as compensation in the event of failure of
    service delivery.
    Legally Enforceable?
    • The Citizen’s Charter is not legally enforceable and, therefore, is non-
    justiciable. However, it is a tool for facilitating the delivery of services to
    citizens with specified standards, quality and time frame etc. with
    commitments from the Organisation and its clients.
    To set up Citizen’s Charter
    • 1. Setting up of a Task Force in the Organisation to formulate the Citizen’s Charter
    • 2. Identification of all stakeholders in the Organisation and major services provided by Organisation.
    • 3. Setting up of a Core Group in the Organisation consisting of representatives from all stakeholders
    which inter-alia may include Top Management, Middle Management, staff representatives, strategic
    partners, Customers/ Clients etc.;
    • The Core Group shall oversee the formulation of the Citizen’s Charter and approve it. It shall monitor
    its implementation thereafter.
    • 4. Consultation with Clients/ Stakeholders/ Staff (Primarily at cutting-edge level) and their
    representative associations.
    • 5. Preparation of Draft Citizen’s Charter;
    • a. Circulation for comments/ suggestions
    • b. Modification of Charter to include suggestions.
    Setting up of the Charter (contd.)
    • 6. Submission of draft Charter to Department of Administrative Reforms and
    Public Grievances.
    • 7. Consideration of the Charter by Core Group.
    • 8. Modification of Charter by the Ministry/ Department on the basis of
    suggestions/ observations by the Core Group.
    • 9. Approval by Minister-in-charge.
    • 10. Formal issue/ release of Charter and putting up on website.
    • 11. Sending copies to People’s Representatives and all stakeholders.
    • 12. Appointment of a Nodal Officer to ensure effective implementation.
    Complaint Handling Pre-requisites
    • A complaint system should:
    • i. Be easily accessible and well publicized;
    • ii. Be simple to understand and use;
    • iii. Be speedy, with established time limits for action and keeping people informed
    of progress;
    • iv. Be fair, comprehensive and impartial in its investigation;
    • v. Be confidential, to maintain the confidentiality of both the staff and the
    complainant;
    Complaint Handling (contd.)
    • vi. Be informative, providing information to top management so that
    services can be improved;
    • vii. Set out clearly the volume of complaints, broken down by different
    categories;
    • viii. Include an analysis of response time;
    • ix. Inform the complainant of the proposed action.
    Role of I.T. in Citizen’s Charter
    • Information Technology has given an added feature to the way in which information can be
    stored in government departments.
    • The data on complaints is stored with ease and can be accessed comfortably without tedious
    record maintenance.
    • The database becomes accessible to every level of the administration and redress is also possible
    more effectively and quickly.
    • It becomes convenient to record and track complaints and produce reports on complaint redressal.
    • This also enables measurement of customer satisfaction through analysis of questionnaires
    generated amongst users.
    Drawbacks
    • 1. Lack of awareness and knowledge in the general public
    • 2. Inadequate publicity of the programme
    • 3. Loss of trust among the service seekers
    • 4. Undertrained operative and supervisory staff
    • 5. Lack of infrastructure and initiative
    • 6. Gap in the hierarchy between the levels of management
    • 7. Lack of team work between the service providers
    • 8. Insensitive superiors
    • 9. Lack of motivation and accountability in the authorities
    • 10. Complicated and restrictive rules & procedures

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