Ganesh Kumar BaskarAIR 7 · CSE 2019 · 98 wordsTheir whole copy
Opening · a definition
Citizen charters refer to the public declaration by government departments regarding standards of service and grievance redressal in case of non-satisfaction. Sevottam model was introduced by DARPG based on UK model. Clearly, given a citizen charter is only half the job. It requires 2 other factors as given by Sevottam model.
Body · points and prose
ency] | [Accountability] [Standard of service]
Sevottam model was introduced by DARPG based on UK model.
diagram [Grievance redressal] ----------- [Service delivery capability] \ / \ / \ [Sevottam] / \ / \ / [Citizen charter]
Clearly, given a citizen charter is only half the job. It requires 2 other factors as given by Sevottam model.
Grievance redressal (1) Needed for fixing accountability (2) Needed for feedback to improve quality (3) Transparency
Service delivery capability (1) Needed to enable achievement of standards (2) Required infrastructure and training to produce results
Close · a summary
Hence citizen charters need grievance redressal and service delivery capability to achieve success.