Citizen's Charter - from the perspective of Bangladesh Prepared according to cabinet division citizen charter's Updated Guideline of 2020 Presented By: Assistant Commissioners of Natore DC office - 38th BCS Batch Prepared By: Easin Sadek

1. Citizen’s Charter
Presented By:
Assistant Commissioners of 38th Batch
Prepared By: Easin Sadek, Assistant Commissioner

2. A customer is the most important visitor
in our premises. He is not dependent on us;
we are dependent on him. He is not
interruption in our work ; he is the purpose
of it. He is not an outsider to our business;
he is part of it. We are not doing favour by
serving him; he is doing us a favour by
giving us an opportunity to do so
~ Mahatma Gandhi
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3. Article 21(2): Every person
in the service of the
Republic has a duty to
strive at all times to serve
the people
Duties of Public Servants
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4. ▪ a plain simple document
▪ specifies and publicizes
▪ service related commitments of an organization to the
citizen
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5. Origin of Citizen’s Charter
Citizen’s charter
owes its origin
to the UK
where it was
launched in June
1991
by John Major
government.
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6. Accountability to the Citizens
Direct
accountabil
ity of the
public
servants to
the
citizenss
By
introducing
citizen’s
charter
accountabil
ity can be
enhanced
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7. To make administration
accountable and citizen
friendly
Transparency
To ensure Transparency
Stakeholder approach
To adopt a stakeholder
approach
Why Citizen’s Charter
Citizen Service
To improve citizen service
Saving time
To save time of citizen
Accountable
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8. Key Principles of Citizen’s Charter
Specific
Standards
Time for a
particular service
will be mentioned
Name, designation,
email, mobile number of
the contact person
should be mentioned
#Resumen
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9. Openness
Standards will be displayed at
important places, annual report
etc will be publicized.
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10. Citizen will be consulted to
reflect their views
Way of formation of Citizen’s Charter
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11. Service Providers
will be courteous
and helpful
Benefits of Citizen’s Charter
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12. Equal treatment of all citizen’s
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13. Complaint procedures
will be in place for not
conforming with the
commitments
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14. Characteristics of Citizen’s Charter
Specific
Clear and
Credible
Practical and Transparent
Continuous
Improvement
#Educaciónencasa
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15. Formation of Citizen’s Charter
2018
Identification of customer both internal and external
Identification of products
and services
Set standards,
identification after proper
study and consultation
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16. Lesson’s Learned from Citizen’s Charter
a. CC needs to be formulated based on stakeholder
consultation;
b. CC needs to be supported by a legal instrument;
c. Uniform standard needs to be established for a
particular service;
d. The capacity of the service provider needs to
be taken into account;
e. Clear guidelines needs to be disseminated for the
formulation of the CC;
f. Service Process Simplification exercise needs to be
conducted before finalization a service standard; 16

17. Building on Available Resources
o
Cabinet Division issued a circular to formulate CC
in 2007.
As Civil Service Change Management Programme
(CSCMP) of the Ministry of Public Administration has
piloted the 2nd generation Citizen’s Charter (CC)
GIU in collaboration with Cabinet
Division training .
Cabinet Division developed a uniform format on CC
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18. In the Context of Bangladesh
It was first recommended in the PARC report 2000
Introduced in the public offices
Imposed by the centre upon the subordinate offices
Introduce in 2007 (top to bottom approach )
Second Generation Citizen’s Charter Introduced in
2010
Participatory in nature (Bottom to top approach).
GIU initiatives to promote CC.
CC included in APA as a mandatory objectives.
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19. International Scenario
Australia (Service Charter, 1997)
Canada (Service Standards Initiative, 1995)
France (Service Charter, 1992),
India (Citizens’ Charter, 1997),
Jamaica (Citizens’ Charter 1994),
Malaysia (Client Charter,1993),
Portugal (The Quality Charter in Public Services, 1993),
Spain(The Quality Observatory, 1992)
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20. Essential Tool
Citizens’ Charter is
also about changing
the mindset of service
providers.
#Planificación
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21. Global Governance Index
Bangladesh is in 61th position in previous year ranking
#Educaciónencasa
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22. International Civil Service Effectiveness Index
Based on 13 criterias
One of them is Integrity
Indicators of integrity criteria are
corruption level perceptions
adherence to rules and procedures
work ethics
fairness and impartiality
striving to serve citizens
processes in place to preserve integrity
prevent conflicts of interest.
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23. International Civil Service Effectiveness Index
Indicators of Openness Criterion:
the degree and quality of consultation with society
the existence and quality of complaint mechanisms
government data availability and accessibility
government data impact
right to information
publication of laws
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24. SDG Goal 16
Peace, Justice and Strong
Institution
13 indicators
Target 16.6: Develop effective,
accountable and transparent
institutions
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25. Thank You
Any query?
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