The document outlines the objectives and principles of the Citizen’s Charter (CC), emphasizing its role as a contract between service users and providers to enhance service delivery standards. It highlights the importance of transparency, accountability, and accessibility, along with a structured approach to develop a Citizen’s Charter, which includes stakeholder consultation and grievance redress mechanisms. Additionally, the document identifies conditions for success and characteristics of effective CC implementation, while noting common weaknesses encountered in its application.

1. Title: Citizen’s Charter

2. OBJECTIVES OF THE
PRESENTATION
At the end of the presentation, participants will be
able to:
 Describe the concepts of citizen’s charter
 Identify principles of citizen’s charter
 Analyze the significance of citizen’s charter
 Develop conceptual skills on how to design
citizen’s charter

3. TABLE OF CONTENTS
1.What is citizen’s charter(CC)?
2. The basic principles of the citizen’s charter
3. The significance of CC
4. How to develop CC
5.Conditions under which CC is likely to be
successful
6. Characteristics of effective CC

4. WHAT IS CITIZEN’S
CHARTER(CC)?
 It is a kind of contract between service users and
service providers.
 public agreements between citizens and service
delivery providers that clearly codify expectations
and standards in the realm of service delivery.
 an official document of commitment symbolizing a
systematic effort of government to improve the
public services

5. WHAT IS CITIZEN’S CHARTER?
 It provides the essential information for citizen and
stakeholders regarding service delivery
 It would inform citizens of their entitlements to public
services
 It is a significant milestone in public service reform.
 CC was introduced by the United Kingdom in 1991, it
was being used in a wide range of countries—including
the United States, Portugal, Kenya, India, Jamaica,
Mexico, etc.

6. THE BASIC PRINCIPLES OF THE
CITIZEN CHARTER
 Standards: explicit standards, published and
prominently displayed at the point of delivery
 Openness: elimination of secrecy about
organizational arrangements, costs of service,
etc. Staff to be identified by name badges.
 Information: full, accurate information
should be readily available, in plain language,
about what services are being provided.
 Choice: the public sector should provide
choice wherever practicable

7. THE BASIC PRINCIPLES OF THE CITIZEN
CHARTER
 Courtesy and helpfulness: a culture of courteous
and helpful service is expected from public servants.
 Non-discrimination: services should be available
regardless of race or sex.
 Accessibility: services should be run to suit the
convenience of customers, not staff.
 Proper redress when things go wrong: there
should be a well-publicized and readily available
complaints procedure.

8. THE SIGNIFICANCE OF CC
 Enhances the quality of service delivery
 Enhances accountability by providing citizens
with a clear understanding of service delivery
standards
 Creates transparency
 Reduces opportunities for corruption
 Increase organizational effectiveness
 foster greater public satisfaction

9. THE SIGNIFICANCE OF CC
 Helps to monitor service delivery performance
 Helps to continuously re-engineer service processes
 Creates a more professional and client-responsive
environment for service delivery
 Changes culture and attitude at work place by
focusing efforts to customer satisfaction
 Empowers citizens to hold institutions and individual
officers accountable for quality, timely and responsive
services

10. HOW TO DEVELOP CC
 Step 1: Preparatory Work Step
 Step 2: Conduct Consultations with Stakeholders
 Step 3: Draft the Citizen Charter
 Step 4: Develop a Grievance Redress Mechanism
 Step 5: Train Staff, Launch the Charter, and
Publicize the Charter
 Step 6: Monitor, Evaluate and Improve

11. STEP 1: PREPARATORY WORK STEP
 Obtaining the support of the senior management
 Forming a team to lead the design and
implementation process
Develop action plan
Identify resources required
SWOT to implement CC
Develop communication strategy including
awareness training program for the staff

12. STEP 2: CONDUCT CONSULTATIONS WITH
STAKEHOLDERS
 Consultations should target a wide range of users
 Before getting input, devise a rough draft of a
proposal in advance of the consultations
 obtain input from stakeholders, users and civil
society organizations (CSOs) before drafting the
CC.

13. STEP 3: DRAFT THE CITIZEN
CHARTER
In terms of content, the CC contain the following
elements
 Mission and vision statements
 The services that are covered under the CC.
 The location of the office(s), hours of operation, and
relevant contact person.
 The forms that are required to make a service
request
 where the forms can be obtained, and where they
should be dropped off (if applicable).

14. STEP 3: DRAFT THE CITIZEN
CHARTER
 Standards (service cost, time required to process,
etc)
 Where and how stakeholders can access the
grievance redress mechanism
 Customers’ obligations and tips about how users can
help the organization most effectively implement
and adhere to the CC.

15. STEP 4: DEVELOP A GRIEVANCE
REDRESS MECHANISM
 Establish channels through which users can log
grievances
website, text messaging, customer surveys,
complaints boxes, mail, phone.
 Assign responsibilities to redress grievance.
 Outline the steps in the grievance redress process.
 Develop a clearly defined timetable for grievance
redress
 Establish a M&E system

16. STEP 5: TRAIN STAFF, LAUNCH THE
CHARTER, AND PUBLICIZE THE
CHARTER
 Provide training for the staff before implementation
 Hold a public ceremony to launch the CC and invite
a wide range of stakeholders
 Hang the CC in prominent positions at service
delivery points and in offices, and post it online.
 Use the radio, newspaper, other media, CSOs,
members of the local government, and community
members to increase awareness about the CC..

17. CONDITIONS UNDER WHICH CC IS
LIKELY TO BE SUCCESSFUL
 There should be strong management support
for the CC initiative.
 The CC should be developed with input from
both internal and external stakeholders
 There should be an incentive in achieving the
service standard
 A culture of accepting customers’ feed back & criticism

18. CONDITIONS UNDER WHICH CC IS
LIKELY TO BE SUCCESSFUL
 There should be continuous awareness
program of employees and citizens about the
CC initiative
 There should be M&E system and linked to
other social accountability interventions
 Establish an efficient feedback mechanism
and feedback loop.

19. CHARACTERISTICS OF EFFECTIVE
CC
Effective CCs typically share a number of key
characteristics, among these
 clear and simple language
 realistic and measurable performance
standards
 a dedicated grievance redress
mechanism
 an effective public relations strategy to
increase users’ awareness about the CC.

20. WEAKNESS OF IMPLEMENTING CC
 Less participatory: staff members and
stakeholders are not properly participated
 Weak/ limited communication: poor knowledge
about CC and its content
 Not implemented as per the standard
 No incentive for achieving the standard
 No M&E system

21. THANK YOU FOR
YOUR ATTENTION