This document outlines a proposed citizen charter for government offices with the objectives of filling gaps between acts and actions, simplifying and standardizing procedures, and enabling responsive administration. It discusses 14 parts that the charter would cover, including office arrangements, procedures, duties and responsibilities of officers, service delivery, tax collection, revenue recovery, implementing land and other laws, elections and census, registers, accounts, inspections, village administration, and annexures. The overall goal is to make the charter specific, measurable, achievable, results-oriented and time-bounded to improve quality, quantity and quickness of service.

1. Government offices.
PREPARATION OF CITIZEN CHARTER.
.

2. OBJECTIVES.
 Filling the gap between Acts and
Action..
 Simplification and standardisation
of procedures.
 Enables responsive administration.

3. INTRODUCTION.
 The need for a new charter.
Services and procedures should possess quality and speed. We have to
be task oriented rather than process oriented. Various office procedures,
Registers, Accounts and forms should be simplified and modified without
violating the laws/rules. New registers and pro forma for reports may be
introduced.
What should be the modified procedures…?
What are the registers that can be avoided…?
What are the registers/document that should be newly introduced…?
How can we standardise the procedures…?
What should be the arrangements for a citizen friendly office…?
Your suggestion may be good…..But always search for the BEST.
Remember……Good is the enemy of BEST.

4. Basic principle.
The charter must be SMART
 Specific.( No room for un certainty. There should be clarity in
procedures.)
 Measurable .( There are many items that are not defined .we have
to define them .Also procedures have to be standardised.)
 Achievable . ( There may be ambiguity in Act/rules.
So fill the gap )
 Result oriented.(process vs Task. Is there any better method to
achieve the result…?)
 Time bounded (3Qs …Quality/Quantity/Quickness. Quickness in
action can solve many issues. What can we do…..?)

5. PART ONE.
Office arrangements.
 Chamber of tahsildars.
 Counters of Deputy tahsildars.
 Sections.
 Boards to be displayed.(boards/maps/list of
offices/officers.etc)
 Front office.
 Facilities for public.
 Safety measures.
 Records.
 Quick response mechanism.
 E- Governance.
 Making available of Information.

6. PART TWO.
Office Procedures.
 Attendance.
 Manners and etiquette.
 Processing Tapal.
 Processing of Files.
 Ensuring effective and efficient communication.
Preparing letters/reports/reminders and other
documents.
 Handling of disposals.
 Destruction of records.
 Acceptance and remittance of cash.
 Fair copying .
 Despatching.
 Conducting Hearing,Conferences.Field visits.
Adalaths.raids.squadworks.etc.

7. PART THREE.
Duties and Responsibilities of Taluk Officers.
(Ensuring Accountability –Transparency-Responsiveness.)
 Taluk Charge Officer.
 Tahsildar.
 Tahsildar(LR).
 Deputy Tahsildar.(section wise responsibilities)
 Taluk surveyor.
 Revenue Inspector.
 Clerk.
 Typist
 Office assistant.
 Driver.
 Sweeper.
 IT wing.

8. PART FOUR.
Service delivery
 certificates.
 Information.(ready made/RTI/copy
application./countersigned documents.)
 Financial Assistance.
 Issue of licenses.
 Issue of various orders.
 Welfare schemes.
 Relief measures.
 RTI Act/Sevanavakasaniyamam.
 Etc….etc.

9. PART FIVE.
Collection of Taxes.DCB LR /misc Items)
 Basic Tax.
 LROBT.
 Building tax.
 Plantation Tax.
 Irrigation tax.
 KAWWF.

10. PART SIX.
Revenue recovery &Implementing court
orders.
 Issue and service of
notices.
 Realising the amount.
 Attachment.
 Auction.
 Handling stay cases.

11. PART SEVEN.
IMPLEMENTING LAND LAWS.
 General Guidelines.
 Protection of land
 Assignment of Land.
 Mutation of land.
 Maintaining Land Records.
 Taking over of land.
 Relinquishment of land.
 Conversion of land.
 Quarrying…..etc
Each of the above item covers many
acts……

12. PART Eight.
IMPLEMENTING OTHER LAWS.
 Magisterial duties.
 .
 .
 .
 .

13. PART NINE.
ELECTION & CENSUS.
 Magisterial duties.
 ELECTION.
 CENSUS

14. PART TEN.
REGISTERS TO BE MAINTAINED.
 PERMANENT REGISTERS.
 Other Registers.
 Misc documents.
Eg taluk map,village maps, list of villages,quarry
maps,taluk diary
State what are to be avoided…?
What are to be modified…..?
What are to be introduced…?

15. PART Eleven.
Accounts to be maintained.
 Cash Book.
 .
 .

16. PART TWELVE.
Inspection & Audit
 Internal Inspection.
 External Inspection.

17. PART THIRTEEN
MONITORING VILLGE ADMINISTRATION
 General Guidelines.
 Role of village charge
officers,
 Smart conferences
 .

18. PART FOURTEEN
Annexures.
 Sample of Taluk diary.(all
information useful for
administration)
 Proforma PV cancellation.
 Reminder diary.
 Quarry Register.
 Charge hand over register.
 Citizen complaint register.
 Etc..Etc

19. Thank You!!
 .
T. J JOSEPH MOB -9447464502
WEB- www.slideshare.net.in/mysandesham.
Face Book -Kerala Laws on Land