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Citizen Charter..The power of people is stronger than the people in power......

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Jamesadhikaram land matter consultancy 9447464502
Jamesadhikaram land matter consultancy 9447464502

The POWER of PEOPLE is stronger than the People in power............PPT on citizen charter uploaded by T J Joseph Mob-9447464502

Business
1 of 137
Citizen Charter. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],They Expect MORE…….
The need for a citizen charter arises from the dissatisfaction of the customer Citizen charter
Citizen Charter. ,[object Object]
Expectation of the Customer People Expect Good service---- -------But few are willing to give it.
Citizen Charter Is For Good Governance. ,[object Object]
Good Governance ,[object Object],[object Object],[object Object]
Transparency. ,[object Object]
Transparency ,[object Object],[object Object]
Accountability To my customer, I may not have the Answer, But I will find it. I may not have the time, But I will make it.
RESPONSIVENESS ,[object Object]
Value for money ,[object Object],[object Object]
Cost of Governance. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Citizen Charter is for effective Service delivery. ,[object Object]
Equity ,[object Object]
Inclusiveness ,[object Object]
Efficiency. ,[object Object],[object Object]
Efficiency. ,[object Object],[object Object],[object Object]
Effectiveness ,[object Object]
Expectation of the Customer If we don’t take care of our customers, some one else will--------
Go Extramile There are no traffic jams along extramile -------
A simple, but powerful rule Always give people more than they expect to get-----------
Every complaint is a gift. Your most unhappy customers are your greatest source of learning.
Sustainablity. ,[object Object]
Participation ,[object Object],[object Object]
Citizen Charter for Participation ,[object Object],[object Object]
Citizen Charter is for Citizen Centric Administration. ,[object Object]
Citizen-centric Administration ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Citizen Charter is for Right to information
Citizen Charter. ,[object Object]
6 Principles ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Citizen ,[object Object]
The Customer A Customer is the most important visitor in our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider to the institution. He is the part of it. We are not doing him a favor by serving him. He is doing a favor by giving an opportunity to do so.
To my customer……. I may not have the Answer, But I will find it. I may not have the time, But I will make it.
Go Extramile You are serving a customer, not a life sentence, Learn to enjoy your work.
Basic Rules Rule .1 Customer is always right. Rule. 2 In case of doubt, refer rule 1.
Citizen Charter. ,[object Object]
Change in mindset. ,[object Object]
Whether CC is legally enforceable ,[object Object]
Origin of CC ,[object Object]
[object Object],[object Object],CITIZEN CHARTER
Cc-Inter national scene ,[object Object]
Cc-Inter national scene ,[object Object],[object Object],[object Object]
Cc-Inter national scene ,[object Object],[object Object],[object Object]
Cc-Inter national scene ,[object Object],[object Object],[object Object]
Cc-Inter national scene ,[object Object],[object Object],[object Object]
Cc-Inter national scene ,[object Object],[object Object],[object Object]
Cc-Inter national scene ,[object Object],[object Object],[object Object]
Cc-Inter national scene. ,[object Object],[object Object],[object Object]
Cc-Inter national scene. ,[object Object],[object Object],[object Object]
Cc-Inter national scene ,[object Object],[object Object],[object Object]
[object Object],[object Object],CITIZEN CHARTER 24/5/97
Cc-The Indian Scenario ,[object Object]
Cc-The Indian Scenario ,[object Object]
Role of DARPG ,[object Object],[object Object]
www.goicharters.nic.in ,[object Object]
   Compendium on Citizen’s Charters in Government of India ,[object Object]
The 9 principles of the Citizen’s Charter movement as originally framed(1998) were : ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
   The approach to CC. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],CITIZEN CHARTER
[object Object],[object Object],CITIZEN CHARTER
6 COMPONENTS :- ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],CITIZEN CHARTER
‘ expectations from the clients ’ ,[object Object]
Evaluation of Citizen’s Charters ,[object Object]
[object Object],CITIZEN CHARTER
Major findings-1 ,[object Object]
Major findings-2 ,[object Object],[object Object],[object Object]
Major findings-3 ,[object Object],[object Object]
Major findings-4 ,[object Object]
[object Object],[object Object],CITIZEN CHARTER
Problems faced-1 ,[object Object]
Problems faced-2 ,[object Object]
Problems faced-3 ,[object Object]
Problems faced-5 ,[object Object],[object Object]
Problems faced-6 ,[object Object]
[object Object],CITIZEN CHARTER
Lessons Learnt-1 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],implementation
Lessons Learnt-2 ,[object Object],implementation
Lessons Learnt-3 ,[object Object],[object Object],implementation
Lessons Learnt-4 ,[object Object],implementation
Lessons Learnt-5 ,[object Object],[object Object],[object Object],[object Object],[object Object],implementation
[object Object],[object Object],[object Object],CITIZEN CHARTER
Development of Charter Mark ,[object Object]
Development of Charter Mark ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Development of Charter Mark ,[object Object]
The Kerala Scene. ,[object Object]
[object Object],FORMULATION OF CITIZEN CHARTER
1.Formation of a Task Force ,[object Object],[object Object],[object Object],[object Object],[object Object]
Duties of Task Force ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Drafting of CC ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Drafting of CC ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Ingradients of a good CC ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Ingredients of a good CC ,[object Object]
1. Introduction. ,[object Object]
2. Vision ,[object Object]
3. Mission ,[object Object]
3. Location ,[object Object]
4. Identification of services ,[object Object]
5. Identification of levels of services ,[object Object]
6. Identification of Client groups ,[object Object]
7. Specification of time limit for each service. ,[object Object]
8. Specification of time frame at each level.
9. Specification of service quality standards. ,[object Object],[object Object]
10. Clear information about procedures to access service. ,[object Object]
11. Clear information about contact points to obtain service benefits.
12. Clear information about IFC ,[object Object]
13. Clear information about PG Cell ,[object Object]
14. Clear information about PG Cell ,[object Object],[object Object],[object Object],[object Object]
15. Procedures for inviting suggestions ,[object Object],[object Object],[object Object]
16. Procedures for inviting suggestions ,[object Object],[object Object],[object Object]
17. Information about online Charter
18. Information about Right to information.
18. Information about Right to information. ,[object Object]
[object Object],CITIZEN CHARTER
Implementation of Citizen’s Charter ,[object Object],[object Object]
[object Object],CITIZEN CHARTER
Monitoring of Citizen’s Charter   ,[object Object],[object Object]
[object Object],CITIZEN CHARTER ATTITUDE
Evaluation and Review of Citizen’s Charter   ,[object Object],[object Object],[object Object]
Evaluation   ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
External Evaluation   ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],CITIZEN CHARTER
Remember   ,[object Object]
Right attitude to Complaints   ,[object Object],[object Object],[object Object],[object Object]
Complaints   ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Complaints   redressal system ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Redress Options ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Gift formula ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],CITIZEN CHARTER
IFC ,[object Object],[object Object]
IFC ,[object Object],[object Object],[object Object],[object Object],[object Object]
IFC ,[object Object],[object Object],[object Object]
IFC ,[object Object]
IFC ,[object Object]
IFC ,[object Object],[object Object]
. ,[object Object],[object Object],[object Object]

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Citizen Charter..The power of people is stronger than the people in power......

  • 1.
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  • 3. The need for a citizen charter arises from the dissatisfaction of the customer Citizen charter
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  • 5. Expectation of the Customer People Expect Good service---- -------But few are willing to give it.
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  • 10. Accountability To my customer, I may not have the Answer, But I will find it. I may not have the time, But I will make it.
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  • 20. Expectation of the Customer If we don’t take care of our customers, some one else will--------
  • 21. Go Extramile There are no traffic jams along extramile -------
  • 22. A simple, but powerful rule Always give people more than they expect to get-----------
  • 23. Every complaint is a gift. Your most unhappy customers are your greatest source of learning.
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  • 29. Citizen Charter is for Right to information
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  • 33. The Customer A Customer is the most important visitor in our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider to the institution. He is the part of it. We are not doing him a favor by serving him. He is doing a favor by giving an opportunity to do so.
  • 34. To my customer……. I may not have the Answer, But I will find it. I may not have the time, But I will make it.
  • 35. Go Extramile You are serving a customer, not a life sentence, Learn to enjoy your work.
  • 36. Basic Rules Rule .1 Customer is always right. Rule. 2 In case of doubt, refer rule 1.
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  • 103. 8. Specification of time frame at each level.
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  • 106. 11. Clear information about contact points to obtain service benefits.
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  • 112. 17. Information about online Charter
  • 113. 18. Information about Right to information.
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