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Citizen charter

Citizen charter



This presentation on citizen's charters discusses its origin, key features, process flow as well as recent developments in an Indian context. The status of the initiative in Andhra Pradesh is also ...

This presentation on citizen's charters discusses its origin, key features, process flow as well as recent developments in an Indian context. The status of the initiative in Andhra Pradesh is also briefly discussed.



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  • Pioneered: First articulated and implemented by conservative party , John Major Aim: Continuously improving quality of public services for the people of the country so that these services respond to the needs and wishes of the users n July 1999 the Labour Government replaced the citizen's charter with the Service First programme to improve public services. By 2002 Service First incorporated at least 200 national citizen's charters covering all major areas of public service. The UK’s Citizens’ Charter initiative aroused considerable interest around the world and several countries implemented similar programmes e.g. Australia (Service Charter, 1997), Canada (Service Standards Initiative, 1995), France (Service Charter, 1992), India (Citizens’ Charter, 1997), Malaysia (Client Charter,1993) etc.(OECD, 1996) (Sharma and Agnihotri, 2001). New developments in public administration, The citizen’s charter: the Indian experience, Alok Sharma and Vivek K. Agnihotri, DAR&PG, International Review of Administrative Sciences 67(4), 2001
  • Quality - improving the quality of services Choice - wherever possible Standards - specify what to expect and how to act if standards are not met Value - for the taxpayers’ money Accountability – individuals and organizations Transparency - rules/procedures/ schemes/grievances

Citizen charter Citizen charter Presentation Transcript

  • What is a Citizen’s Charter Expression of an understanding Between citizens and provider of a publicservice With respect to the quantity and quality ofservicesEssentially about the rights of the public and theobligations of the public servants2
  • In practical terms…Citizen’s Charter is a written voluntary declaration by service providers that highlights standards of service delivery that they subscribe to, availability of choice for citizens, avenues for grievance redressal, and other related information3
  • Origin of Citizen’s Charter Pioneered by UK government in 1991 Aim : Establish measurable and accountable public services “Services First” replaces UK’s Citizen’s Charter in 1999 Service First incorporated at least 200 national Citizen’s Charters coveringall major areas of public service in 2002 UK’s initiative encouraged countries around the world to undertake similarprogrammes. France (Service Charter, 1992), Malaysia (Client Charter,1993), Canada (Service Standards Initiative, 1995), Australia (ServiceCharter, 1997) are notable among these programmes4
  • Key Principles of Citizen Charter Quality - improving quality ofservices Choice - wherever possible Standards - specify what to expectand how to act if standards are not met Value - for the tax payers money Accountability- individuals andorganizations Transparency - rules/procedures/ schemes/ grievancesSix principles of originalCitizens’ Charter Movement(1991)Six principles of originalCitizens’ Charter Movement(1991) Set standards of service Be open, provide full information Consult and involve Encourage access and promotion ofchoice Treat all fairly Put things right when they gowrong Use resources effectively Innovate and improve Work with other providersNine principles of ‘Service First’(1998) framed by Labour govt., UKNine principles of ‘Service First’(1998) framed by Labour govt., UK5
  • Citizen’s Charter in India Conference of Chief Secretaries of States on “Effective and ResponsiveAdministration” – 1996 Conference of Chief Ministers’ discussed the Action Plan for Effective &Responsive Government -1997 Decision to introduce Citizen’s Charters in Central and State Governmentdepartments DAR&PG assigned the responsibility of coordinating, formulating andoperationalising Charterso Guidelines for formulating the Charters and list of do’s and don’ts werecommunicated to various government departments/organisationso Departments/organisations advised to constitute a task force withrepresentation from users, senior management and the cutting edge staff.o Handbook on Citizens Charter sent to all the State Governments/UTAdministrations.6
  • Components of India’s Citizen’s Charters1. Cover Page2. Vision3. Mission4. Service standards5. Grievance redress mechanism6. Stakeholders/ Clients7. Responsibility centres8. Indicative expectations from service recipients9. Month and year for next review of CharterSource: DAR&PG/PMD guidelines (2010)7
  • Process of developing a citizen charterPublish charter in public domainCollect information on servicestandard achieved/ can be achieved bythe departmentCollect information on service standard achieved/ can beachieved by Responsibility Centres of the department(agencies under the department)Plan for stakeholder consultation on service standardsof the Departments and its agenciesReceive inputs through stakeholder consultationPrepare charter and get approvalEnsure implementation of charterby staffConsolidate internal information andstakeholder consultation results9
  • Impediments in Citizen’s Charter implementation Lack of political will Lack of awareness among the citizens and officials Average to poor services offered by agencies which haveenacted citizen’s charters Poor awareness of redress options Absence of end-users consultation in formulating charters Lack of precision on determining standards and commitments Little interest shown by the organizations in adhering to theirCharter Lack of regular updation mechanisms among othersSource: IIPA, PAC (among others)14
  • Citizen’s Charters-Post 200815
  • Second Administrative Reforms Commission onCitizen’s Charters – 12thReport Citizen’s Charters should be made effective byadopting the following principles: One size does not fit all Citizen’s Charter should be prepared foreach independent unit under the overallumbrella of the organization’s charter Wide consultation which include civil societyin the process Firm commitments to be made Internal process and structure should bereformed to meet the commitments given inthe Charter Redress mechanism is case of default Periodic evaluation of Citizen’s Charters Benchmark using end-user feedback Hold officers accountable for results The ARC Seven Step Model for CitizenCentricity Define all services which you provideand identify your clients Set standards and norms for eachservice Develop capability to meet the setstandards Perform to achieve the standards Monitor performance against the setstandards. Evaluate the impact through anindependent mechanism Continuous improvement based onmonitoring and evaluation of results16
  • Linking Citizen’s Charters with Right to PublicServices Limited success in addressing flaws in Citizen’s Charters through severalmeasures including ‘Sevottam’ (integrates the concepts of Citizen’s Charters,public grievance redressal and service delivery capability) led to legislativemeasures The draft Right Of Citizens For Time Bound Delivery Of Goods And ServicesAnd Redressal Of Their Grievances Bill, 2011, Government of India aims to: lay down an obligation upon every public authority to publish citizens charterstating therein the time within which specified goods shall be supplied andservices be renderedand provide for a grievance redressal mechanism for non-compliance of citizenscharter and for matters connected therewith or incidental thereto17
  • Linking Citizen’s Charters to Performance The Results Framework Documents (RFD) initiative ofPerformance management Division, Cabinet Secretariat,Government of India mentions preparation, implementationand updation of Citizens Charter as a key performancerequirement which will be evaluated annually by an ATF and aHigh Power Committee DAR&PG’s earlier guidelines and directions on Citizen’sCharters have been revised and updated in collaboration withPMD as discussed in slides 7&918
  • Citizen’s Charters in Andhra Pradesh GoAP initiated Citizen’s Charter formulation in early 2000s In 2004, the Centre for Good Governance (CGG) broughtout a compilation of around 90 charters of variousdepartments/agencies of GoAP Regular review of these charters took place till 2007-08 According to Public Affairs Centre (2007), Andhra Pradeshwas one of the few States providing better access to Citizen’sCharters and having end-users who are more aware of theprogram than agencies in other states19
  • Thank You20