The presentation includes an analysis of the case study of Chandigarh. The context is focused on the implementation of citizen charter in India.

1. CHAROTAR UNIVERSITY OF SCIENCE AND TECHNOLOGY (CHARUSAT)
FACULTY OF MANAGEMENT STUDIES (FMS)
INDUKAKA IPCOWALA INSTITUTE OF MANAGEMENT (I2IM)
MBA PROGRAMME, SEMESTER-III
LEGAL ENVIRONMENT & PUBLIC SYSTEM (MB802.3)
Case Study Presentation
Khushboo Bhatt
(19MBA007)
Semester 3
MBA- I2IM-CHARUSAT

2. Flow of the Presentation
• Introduction to the case
•Citizen’s Charter
•Background of the case (Why Chandigarh?)
•SWOT Analysis of the citizen’s charter implemented in Chandigarh
•Findings
•Suggestions

3. Introduction
Delivering Goods and
Services in effective and
efficient Manner
But often termed as
Ineffective, insensitive,
inefficient and hostile
The government is
divorced with the
people
To reduce the gap
between
Government &
people, Public Bodies
are expected to
Identify,
understand and
assure the
quality
Citizen’s Charter

4. Citizen’s Charter
United Kingdom: 1996
Later on Adopted by other developed and developing nations
To articulate the commitment of government towards citizens
Objectives of Citizen’s Charter:
• to improve the quality of public services and to provide better value for money.
• To give power to the citizens.
• Procedures and grievance redress system
Elements of Citizen’s Charter
• Service Delivery
• Timeframe
• Alternate services
• Corrective measures
• Value for money

5. Background to the case (Why Chandigarh?)
Union Territory as well as
joint capital of Punjab and
Haryana
Fastest growing city with
population of around
900,000
Diversified public
services under urban
development
Jurisdiction of
Administration is around
114Square Kilometers
Civic Functions are
actively performed.
Planned and Clean
city

6. SWOT Analysis of the citizen’s charter
implemented in Chandigarh
Strength
• Essential services
• Aim for continuous improvement
• Strive to achieve the timelines
• Citizen friendly services with courtesy
• Universal email address for all type of
complaints
Weakness
• Poor design
• Lack of awareness
• Poor display
• Updates issues
Opportunities
• Effective communication and involvement of
citizens can improve the awareness among the
people
• Timeframe for public delivery
• Regional language can add value
Threats/ Challenges
• The framework requires few more
attendant measures
• Multiple amendment within short period of
time may confuse the mindset of citizens

7. Findings/ Problems with the Initiative
Initiative Impact (Nice,
Moderate, Poor)
Identifying problems of citizens over social networking sites such as
Facebook.
Poor
Timeframe in which complaint will be resolved Poor
Displaying the information under RTI Act, 2005 Moderate to poor
(Information are
often incomplete and
misleading)
Interest of Stakeholder Moderate to Poor

8. Suggestions
Specific Quality Standards
Commitment on Service delivery
Timeframe for service delivery
Stakeholder management
Effective Communication
Understanding the role of Public Relation
Focusing on the regional and national languages to reach at the peak of awareness
Should be focused, Simple and Clear