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Citizen's Charters Siva Prasad
Contents Introduction .Evolution . Features * Significance Reasons for Failure * Reforms * Peoples' Charter & Precariat Charter . Questions
Introduction The Citizens' Charter is an instrument which seeks to make an organization transparent, accountable and citizen friendly. A Citizens' Charter is basically a set of commitments made by an organization regarding the standards of service which it delivers.
Evolution * In early 1990s, John Major govt in UK introduced Citizens' Charter to achieve twin objectives of development : participation of citizens & making bureaucracy accountable This experiment was successful & resulted in participatory democracy. In 1997, CM's Conference in India was held in New Delhi to discuss on the issue of rising corruptioin . It had suggested implementation of Citizens' Charter in govt machinery
. Initially Citizens' Charter was introduced in Ministry of Railways & later it was implemented by other ministries & dept at the centre. Finally state govt also implemented Citizens' Charter However like other reforms Citizens' Charter was implemented only in letters not in spirit.
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.
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
*Failure to protect whistleblowers. Those members of CSO & SAC who makes corruption in implementation public are routinely killed by contractors. * Colonial attitude of bureaucracy due to which it has failed to understand the importance of Citizen's Charter in empowering of citizens. * All this has ultimately led to failure of development administration.
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
. Because of LPG, govt. & private sector are keen on exploiting the natural resources of the country to ensure apid growth & development . It has created a strange situation wherein the govt. compromises the interest of poor sections of the society in the name of their own development. E.g., people from tribal areas rural areas whose sole livelihood is the land on which they have been residing for 100s of years are facing acquisition of land by the govt in the name of utilizing resources without providing them alternative source of livelihood Precariat Charters are an instrument to address these imbalances *
As part of Precariat Charter govt will ensure participation of stakeholders (farmers & tribals in this case) before taking any decision . It will provide safety & security to their lives by ensuring that development is more equitable & inclusive
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