Question 1 · 10 marks · 170 words written
Opening · a definition
Citizen charters are documents outlining commitment of an office towards public delivery of service. It includes rights of citizen, quality commitment, timebound delivery & grievance redressal mechanism among other things. Thus answerability of office towards public increases with public awareness about their rights and entitlement. Therefore citizen charters are important tool in increasing accountability and be responsive to people. However its use has decreased -
Body · points
(1) Not compulsory to release citizen charters. (2) No legal accountability and compulsion to adhere to promises (3) Grievance redressal mechanism not in place. (4) Rampant corruption and low public service values decrease quality. (5) Offices dont have moral & ethical obligation to follow citizen charters. They treat it as orders from seniors.
Measures to improve - (1) Along with citizen charters, need to enact public service guarantee act as e.g. in Madhya Pradesh. (2) Strengthen grievance redressal e.g. CPGRAMS → online tracking. (3) Code of conduct & ethics should include relevant provisions. (4) Training of officials on how to deliver promises. (5) Curb corruption
Close · no separate close
None written.