Chhaya SinghAIR 65 · CSE 2023 · 175 wordsTheir whole copy
Opening · a definition
OECD has defined citizen charter as a document which provides information regarding service provided, the expected standards, delivery mechanism and a process of grievance redressal of an organisation.
Body · points
Role of citizen charter (I) Awareness to citizens about their rights (eg) CBDT Taxpayer charter. (II) Ensures Accountability & Transparency in working of organisation. (III) citizen centric approach → effective service delivery on lines of pvt. companies i.e. citizens as consumers (2nd ARC) (IV) Increases responsiveness of an organisation. (V) Regular feedbacks improve functioning.
challenges (i) Not updated on time (ii) Top-down approach, usually one size fits all. (iii) Lack of awareness - both citizens/dept. (iv) mere formality
Steps to make more effective As stated by 2nd ARC :- (i) consultative approach during formation: include stakeholder, civil society etc. (ii) Present in vernaculars. (iii) continuous upgradation + internal restructuring before framing charter. (iv) ensure doable goals than lofty goals. (v) capacity building of organisation. (vi) ensure simplified grievance redressal
Close · a way forward
citizen charters can lead to Sevottam model of service delivery. Required to be effective to ensure good governance.