The capacity of Citizens' Charter to initiate any transformative process is conditioned upon it being appropriately designed and effectively executed. Discuss.

Lack of appropriate design

1. Not inclusive since not in vernacular
2. Not participatory since didnt include stakeholders in designing.
3. Not transparent since key information needed to hold people accountable is missing.

Lack of execution → not effective

1. Reluctance to change among the bureaucracy → against objectivity
2. Not responsive since feedback based upgrading is not done.

This calls for overall overhauling of the citizen charter movement -

1. Adopt Sevotham model (2nd ARC) for quality of service delivery.
2. Ensure rights based approach → pass legislation.
3. Prepare at departmental level and not at a one size fits all → ensure decentralization.
4. Efficient execution by ensuring social audit and participative overhaul → agile approach.