Siva Prasad is teaching live on Unacademy Plus
Citizen's Charters Siva Prasad
Contents Introduction .Evolution . Features * Significance Reasons for Failure * Reforms * Peoples' Charter & Precariat Charter . Questions
Features * Standards: The Charter should lay out explicit standards of service delivery so that users understand what they carn reasonably expect from service providers. These standards shoulc be time-bound, relevant, accurate, measurable and specific. * Information and openness: The Charters should contain, in plain language, full and accurate information about services available, levels and quality of service to be expected, available channels for grievance redressal etc. * Choice and consultation: The Charter should provide choice of services to users wherever practicable. There should be regular and systematic consultation with the users of the service to fix service standards and to ascertain quality of service delivery.
. Courtesy and helpfulness: The Charter can help embed a culture of courteous and helpful service from public servants. In addition, small initiatives such as 'name badges', 'May I help you' counters etc. can go a long way in building customer confidence e Grievance redressal and complaints handling: There is a strong link between the provision of quality service and effective handling of complaints. Firstly, by facilitating and responding to complaints, the causes for complaint can be reduced. Secondly, by identifying 'trends' in complaints, the service provider can resolve systemic and recurring problems
Citizens' CharterLIC Our Commitment to the Community Provide insurance cover and financial security to every insurable person. Conduct all aspects of our business keeping in view its interest and national priorities. Provide them prompt, efficient and courteous service. Act as trustees of their funds and invest the funds to their best advantage. Conduct our business with utmost economy and on sound business principles.
India Pot Citizen's Charter of Department of posts Ministry of Communications and Information Technology,Government of India (Website:http://www.indiapost.gov.in Our Vision Misioo: . To provide the mail parel mney tranfer,wnking imurance aod netail ervies with ypend and reliablity To provide services l' estimers on valo mnry buth cuetinoe to deliver secial security services and to enable lest mile cvenectvity as a Gonernment of da pladors SERVICE STANDARDS Service/Tramactos Sacces Service/Trasaction Saccess Indicator Service Sandard l be Dep
Significance . It enhances accountability by providing citizens with a clear understanding of service delivery standards, including timetables, user fees for services, and options for grievance redress It increases organizational effectiveness and performance b making a public commitment to adhere to measurable service delivery standards It creates a way for both internal and external actors to objectively monitor service delivery performance It creates a more professional and client-responsive environment for service deliverv. . It fosters improvements in staff morale.
It decreases opportunities for corruption and graft by increasing transparency and educating citizens about their rights. It increases government revenues by ensuring that the money citizens pay for services goes into the government's coffers (and not into employees' pockets). -
Reasons for Failure The term Citizen's Charter has become a misnomer because in every govt dept it is prepared bv bureaucracy without involving stakeholders * Since it's a voluntary commitment to implement * Absence of awareness among citizens esp. in rural *Citizen's Charter doesn't define services & Citizen's Charter, these are never taken seriously areas about Citizen's Charter. standards in an objective & quantifiable term so that performance can be evaluated
As described by 2nd ARC, Citizen's Charter are nothing but "pious Statements with noble intentions having no practical significance' Performance of bureaucracy in implementation of Citizen's Charter has no impact on their career advancement. There is no motivation for bureaucracy to implement it. Most of the Citizen's Charters are in English language which becomes difficult for people from rural areas to understand it .Recommendations of Social Audit Committees which help in preparing Citizen's Charters are only advisory in nature & not taken seriouslv. High levels of corruption in implementation as there is no accountability & improper grievance redressal mechanism
Reforms . Making consultation with citizens mandatorv SAC be given proper training so that Citizen's Charter can be formulated effectively bv them Real time updation of info on the govt websites esp regarding allocation of finances Citizen's Charter can be formulated in vernacular languages. . Citizen's Charter should clearly specify outlays, time & output . Quality of services should be defined in objective terms. These should be defined on the basis of global standards.
Peoples' Charter & Precariat Charter In development administration, govt implements various developmental & welfare schemes for socially economically backward sections of the society e.g., govt provides food, education, health, etc to these sections. But the problem is govt is not accountable in providing quality services. Peoples' Charter can help these sections make govt accountable in ensuring quality service delivery mechanism In recent times, Precariat Charter has become an imp instrument to ensure participation & accountability
Questions 1. "Right from the days of the 'Peoples' Charter' to the new concept of 'Precariat Charter', the concept of Citizen's Charter & its scope is constantly evolving". Comment. (2015) 2. "Citizen's Charter is the most important innovation in the context of promotion of customer orientation of administration". Discuss. (2003) Explain the basic principles underlying Citizen's Charter with special reference to: 3. (a) Its administrative philosophy (b) Promoting public accountability (c) Ensuring standards of public service