Karnati Varun ReddyAIR 7 · CSE 2018 · 258 wordsTheir whole copy
Opening · a definition
Citizen charter is the document of promise containing various services , including their quality being provided to customers , also obligations on the employees to meet the time deadlines, quality of service.
Body · points
objectives
(a) customer oriented delivery of service (b) Empower citizen to demand services from the Government organisation (c) Improve Accountability of the employees (civil servants) to deliver services. ∴ Grievance redressal mechanism is key (d) Transparency in the dealings of the Organisation (e) gives clarity to Civil servants against organisational goals and aims
Thus paving way for quality, efficient delivery of services.
Transparency and Accountability
- because citizen charter enlist both services provided, quality, time deadlines ∴ citizen can hold public official accountable for non-delivery, refusing to act without bribe.
- Grievance redressal mechanism with time bound replies will ensure lapses on the part of employees are regulated and checked.
Impediments in effective implementation
(a) poor drafting of citizen charter
- without consultation with citizens, or local level employees
- ∴ time lines/deadlines promised are often unrealistic (b) citizen awareness about citizen charter is very low. Therefore cannot demand services or hold public official responsible in case of non-delivery. (c) Grievance redressal mechanisms are either not constituted, not functioning efficiently, delays in response (d) Lack of stringent punishment if target mentioned in citizen charter are not met
- callous attitude towards citizen charter among public officials.
Close · a way forward
Citizen charter has huge potential to institutionalize citizen centric governance. It has to be drafted in consultation, put in place effective grievance redressal mechanism to check lapses.