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Citizen's Charters Siva Prasad
About Me Bachelors and Masters in Physics from Indian Institute of Science (ISc), Bangalore . INSPIRE Scholar, DST Govt. of India . Interested in Physics, current affairs, economics... . Physicist, Blogger, Teacher.... Wrote UPSC CSE Mains 2017 . Research Publication in Journal of Applied Physics
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
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). -
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
. Civil Services Code be amended to include effective implementation of Citizen's Charter as one of the parameters upon which their career advancement would depend . Proper accountability & Grievance Redressal Mechanism. . Citizen's Charter should come under purview of Lokpal Proper implementation of Whistleblowers (Protection) Act. . Citizen's Charter should be further expanded into People's Charter or Precariat Charter.
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