Anshu PriyaAIR 16 · CSE 2021 · 149 wordsTheir whole copy
Opening · a definition
Citizen charter refers to the promise regarding commitment of service by an organisation to its clients.
Socially sensitive conduct:
Body · points and prose
Better service delivery (Eg. adjusting time of water supply could save wastage of water)
Supplemented by grievance redressal
Development of a continuous feedback loop
Ensure accountability and responsibility to acts of omission and commission (Eg. complaint numbers)
Evolve according to the prevalent demands (Eg. inclusion of technology)
Develop a sense of service orientation
Develop a mechanism to train human resource
Eg- panchayati raj Ministry brought a citizen charter
Ethically oriented professional conduct → Respond to queries and lead to [inclusivity]
Eg- UPSC toll free number for OBC/SC/ST
- Behavioural techniques and Nudging the customers
- Capacity to hold onesy responsible for delays
Close · a way forward
The 'Sevottam Model' of citizen charter and National accessibility building Missions could help in making citizen charters more inclusive.