Jagrati AwasthiAIR 2 · CSE 2020 · 143 wordsTheir whole copy
Opening · a definition
Citizen charter refers to voluntary declaration by organisation or service providers highlighting the commitment to quality and timely delivery of service and grievance redressal mechanism.
Essential Information made available via citizen charter should include:-
Body · points
→ vision and mission of Organisation → details of service provider → details of services provided → Benchmarks for quality of service → time frame for service delivery → Grievance redressal mechanism → feedback mechanism → Details of places where services are delivered and nodal authorities. → Effective details of compensation if service is not provided
Steps for successful implementation (i) simple language / understandable (ii) Public awareness campaign (iii) online availability (iv) training of officials (v) Sensitising officials to follow charter in spirit (vi) Easy grievance redressal and effective and efficient system
Close · a summary
Citizen charter can transform the public service delivery mechanism and lead to accountable and responsive governance.