The Citizens’ charter has been a landmark initiative in ensuring citizen-centric administration. But it is yet to reach its full potential. Identify the factors hindering the realisation of its promise and suggest measures to overcome them.

→ protect consumer's interest from false products and services → seeks accountability from organisation → educate and aware consumers about their rights → efficient service delivery

Complications in implementation :

1. Lack of citizen's awareness about citizen charter.
2. Poorly constituted without properly laying standards - vagueness.
3. Public consultation not done.
4. No regular monitoring and updates.
5. Improvement in governance structure not done previous to its implementation.
6. Lack of skills among officials for implementation training.
7. One size fit all approach not suited for all organisations.

In this background ARC- seven step model of citizen charter. Every organisation:

1. Define = the services available
2. Set = the standards for them
3. Capability = to achieve them
4. Perform = best manner to deliver service
5. Monitor = monitor the implementation
6. Evaluate = checks issues & seek solution
7. Continuous improvement