Aishwarya VermaAIR 4 · CSE 2021 · 143 wordsTheir whole copy
Opening · a definition
Citizen's charter is a public document that tells VMG (vision, mission & goals) of a organisation, standards and quality of services and grievance redressal mechanism in case of failure to do so. Failure due to complex set of factors:
Body · points
ency, accountability, standards, value pointing to central 'principles' bubble
Failure due to complex set of factors:
One size fit all does not provide effective mechanism -> 2nd ARC
lack of participation by people
poor design, Framing and over commitments.
Regional language issues with the charter.
Lack of will and bureaucratic apathy
Resolutions to resolve them:
- Inculcation of [Sevottam model].
diagram Sevottam model branches: Charter mark, Grievance redressal, Public service delivery
regular updation of charter with public feedback.
legal compliance to prepare a charter should be enforced.
public participation to contribute & review charter.
eg: Provision of drafts in public domain
- Realistic commitments should be done.
Close · a summary
Citizen's charter is an effective tool towards transparency which should be utilised effectively for ethical governance.