Citizen's Charter: An Instrument

for Citizen-Centric Governance

A Step Towards Good Governance,

Accountability & Transparency.

By: H.P. Nishad, AD (OM),

ISTM, New Delhi
Mob: 9716851501/
Email: [email protected]
 What is a Citizen's
Charter?
• A document that makes an organization transparent,
accountable, and citizen-friendly.
• It is a set of commitments regarding the standards of
service it delivers.
• The concept originated in the United Kingdom in 1991.
• It is a declaration of service commitment to customers.
• It is not legally enforceable but is a mechanism for public
accountability.
• Its primary goal is to empower citizens in relation to public
service delivery.
 Guiding Principles
• Standards: Clear and measurable standards of service
delivery.
• Quality: Ensuring continuous improvement in the quality
of services.
• Choice: Providing choices wherever possible.
• Value: Delivering value for taxpayers' money.
• Accountability: Holding individuals and organizations
responsible for their actions.
• Transparency: Providing transparent rules, procedures,
and grievance redressal.
 The Indian Context
• Initiated in India in 1997 at a Conference of Chief
Secretaries.
• The Department of Administrative Reforms and
Public Grievances (DARPG) is the nodal agency.
• Focuses on organizational commitment to citizens.
• Response to the need for good governance,
transparency and responsiveness.
• Implemented across Central Ministries,
Departments, and PSUs.
• Framework outlined in Central Secretariat Manual
of Office Procedure.
 Why is a Citizen's Charter
Important?
• Promotes good governance via transparency and
accountability.
• Clarifies the mandate of the organization to the
public.
• Improves citizen interface by setting clear
expectations.
• Acts as a guide for service providers and users.
• Helps identify constraints and supports for service
improvement.
• Outlines mutual responsibilities for effective delivery.
 Essential Components
(Part 1)
• Vision and Mission Statement: Defines purpose and
goals.
• Details of Business Transacted: Specifies services
covered.
• Customers/Clients: Identifies the target groups served.
• Statement of Services: Lists services for each client
group.
• Service Standards: Commits to measurable delivery
standards.
• Grievance Redressal Mechanism: Process for addressing
complaints.
 Essential Components
(Part 2)
• Format: Simple, transparent, easy to understand.
• Expectations from Citizens: Responsibilities of citizens.
• Process and Documentation: Details required
documents.
• Responsible Person: Identifies accountable officials.
• Online Information: Provides website and online
resources.
• RTI Information: Contact details for CPIO/Appellate
Authority.
 The Role of the Citizen
• Citizens must be aware of rights and
responsibilities.
• Use grievance redressal when services are
substandard.
• Feedback is crucial for improvement of the
Charter.
• Provide required documents for services.
• Active citizen participation is key to success.
• The Charter is a collaborative tool for better
service.
 Formulation of a Citizen's
Charter (Part 1)
• First step: Top-level commitment.
• Participatory consultation process is essential.
• Involve staff at all levels, especially frontlines.
• Define clear objectives before drafting.
• Base charter on department’s core functions.
• Form a small team to draft with wide inputs.
 Formulation of a Citizen's
Charter (Part 2)
• Draft vetted by Head of Department.
• Review by external agency/public committee.
• Charter must be simple and unambiguous.
• Publicize widely for citizen awareness.
• Periodic review mechanism must be in place.
• Charter should evolve with department’s
functions.
 Where to Find Citizen's
Charters?
• DARPG Website: Nodal agency maintains
compendium.
• Ministry/Department Websites: Publish charters
officially.
• Annual Reports: Must include charter info.
• Information & Facilitation Counters in offices.
• Search Engines: Simple search often helps.
• Digital India platforms https://goicharters.nic.in/
host integrated charters.
 Where to Find Allocation
of Business Rules?

• Cabinet Secretariat website.

https://cabsec.gov.in/allocationofbusinessrule
s/completeaobrules/
• Published in the Gazette of India.
• Departmental websites summarizing
functions.
• Central Ministries publish responsibilities.
• Available in Parliament Library.
The Model Charter Format
• Vision & Mission Statement.
• Our Business: overview of services.
• Our Clients/Stakeholders.
• Our Service Commitments.
• Grievance Redressal Mechanism.
• Expectations from Citizens.
Challenges in Implementation (Part 1)
• Lack of consultation with citizens and
staff.
• Low awareness among employees and
citizens.
• Unrealistic promises in charters.
• Poor adherence to commitments.
• Charters poorly designed for
display/access.
• Lack of training for staff.
Challenges in Implementation (Part 2)

• No monitoring or evaluation mechanism.

• Ground-level staff not involved in
drafting.
• No dedicated budget for implementation.
• No system of rewards or punishments.
• Charters remain static and outdated.
• Ineffective grievance redressal
mechanisms.
 Key Lessons Learned
• Charters must be participatory, involving
ground-level staff.
• Awareness campaigns are essential.
• Dedicated implementation team is needed.
• Commitments must be realistic and
achievable.
• Charters should be reviewed regularly.
• Effective and transparent grievance redressal
is vital.
 Dos and Don'ts for
Implementation
• Do involve stakeholders, survey services, set
realistic standards.
• Do publicize widely and train staff.
• Don’t make unrealistic promises.
• Don’t copy-paste from others.
• Don’t draft in isolation or as a one-time
activity.
• Don’t ignore citizen feedback or lack
monitoring.
 Case Study: Department of
Justice
• Vision: Timely and easy access to Justice.
• Mission: Adequacy of courts/judges,
modernization.
• Services: Judge appointments, legal aid.
• Stakeholders: State/UTs, SC, HCs, public,
NGOs.
• Grievance Redressal: Nodal officer identified.
• Expectations: Citizens' role outlined.
 Case Study: Department of
Posts
• Vision: Be the customer's first choice.
• Mission: Sustain largest postal network.
• Key Services: Mail, financial, counter.
• Customers: Individuals, corporates,
institutions.
• Service Standards: Timeframes specified.
• Grievance: Nodal officer & email for
complaints.
 Case Study: Dept of
Agricultural Research &
Education
• Vision: Science/tech for food &
livelihood security.
• Mission: Interface agri research with
policy.
• Key Services: Breeder seeds, planting,
soil mapping.
• Service Standards: Tables with
contacts.
 Case Study: DRDO
• Vision: Indigenous defence/security
technologies.
• Mission: Develop state-of-art sensors,
weapons.
• Key Activities: Advise RM, defence R&D.
• Clients: Defence services, partners, academia.
• Expectations: Clients’ stake in projects.
• Nodal Officer: Listed for charter issues.
 A Good Citizen's Charter:
Characteristics
• Participatory, involving citizens.
• Simple, understandable document.
• Precise and measurable commitments.
• Clear grievance redressal mechanism.
• Widely publicized/displayed.
• Reviewed and updated yearly.
 Effective Grievance
Redressal
• Clear grievance process.
• Multiple lodging channels.
• Unique tracking registration.
• Time-bound resolution.
• Escalation matrix.
• Public grievance portal:
pgportal.gov.in.
 The Link: Allocation of
Business & Charter
• Allocation of Business Rules foundation.
• Charter: service commitments based on rules.
• Charter reflects core departmental functions.
• Understanding rules is first step.
• Exercise: use rules to draft charter.
• Ensures relevance and grounding.
Citizen's Charter and Good
Governance
• Key for citizen-centric administration.
• Empowers citizens, increases accountability.
• Promotes transparency via service standards.
• Fosters responsiveness with grievance
redressal.
• Encourages continuous improvement
culture.
• Bridges citizens and government.
 Recapitulation
• What is a Charter? Service commitments.
• Principles: Standards, Quality, Choice, Value,
Accountability, Transparency.
• Components: Vision, Mission, Services,
Standards, Grievances.
• Challenges: Awareness, implementation
gaps.
• Where to find: DARPG & Ministry websites.
• Rules available on Cabinet Secretariat site.
 Preparing for the Exercise
• Next: hands-on drafting exercise.
• Work in groups to draft your charter.
• Use Allocation of Business Rules.
• Template and guidance provided.
• Objective: practical application of
knowledge.
• Get ready to build effective charters.
 The Role of Technology
• Technology enables interactive
charters.
• Portals and apps make access easy.
• SMS/email updates for citizens.
• Grievances tracked with IDs.
• Dashboards with service delivery
metrics.
• Automated monitoring/evaluation.
The Link to Right to Service
Act
• Some states have Right to Service Acts.
• Provides legal backing to
commitments.
• Penalizes officials for delays.
• Charters legally enforceable in states.
• Strengthens accountability framework.
• Empowers citizens with grievance
rights.
 Citizen's Charter &
Performance Appraisal
• Action Plan links charters to appraisals.
• Achievement of targets affects
evaluation.
• Aligns employee performance with
charter success.
• Incentivizes adherence to standards.
• Builds accountability culture.
• Crucial step to realize charter goals.
 The Importance of
Communication
• Effective communication vital.
• Use local/simple language.
• Publicize via print, digital, public
displays.
• Train employees on charters.
• Share citizen feedback with staff.
• Communication must be two-way.
 The Human Element
• Success depends on human factor.
• Positive attitude vital for satisfaction.
• Training should stress 'how' of delivery.
• Empower staff for issue resolution.
• Foster empathy and courtesy culture.
• Transforms governance into citizen-
centric.
 Charter and Citizen
Feedback
• Feedback mechanism is essential.
• Gather via suggestion boxes, online,
surveys.
• Feedback shows service delivery gaps.
• Helps identify urgent areas.
• Essential for review and revision.
• Makes citizens governance partners.
The Role of Nodal Officers
• Departments must appoint Nodal
Officer.
• Handles
formulation/implementation/review.
• Acts as single contact point.
• Contact details displayed in charter.
• Coordinates with DARPG and
agencies.
• Critical role in success.
 Creating a 'Charter
Culture'
• Charter is a culture, not a document.
• Shift mindset to citizen-centric
governance.
• Embed charter in daily functioning.
• Train all new employees.
• Routine quality service must be norm.
• Goal: citizen-first administration.
 Final Takeaways
• Citizen's Charter: key reform instrument.
• Needs participatory approach & political
will.
• Requires top-down & bottom-up
engagement.
• Technology & feedback are vital.
• Empowers citizens & improves governance.
• Commit to meaningful, effective charters.
 Session 2: Drafting Citizen
Charters
• Objective: To apply the concepts from the first
session in a practical setting.
• Goal: To draft a preliminary Citizen's Charter
for your own department.
• We will work in groups to make the process
collaborative and engaging.
• The outcome will be a tangible, actionable
plan for your department.
 Understanding Your
Department's Functions
• Your department's functions are the foundation of its
Citizen's Charter.
• Where to find them: The 'Allocation of Business Rules'
issued by the President of India.
• These rules are available on the Cabinet Secretariat's
website.
• Task: Identify the core functions and services your
department is mandated to perform.
• Think about the 'what' and 'why' of your department's
existence.
• This is the first and most critical step in drafting a
meaningful charter.
Group Activity: Identifying
Core Services
• Instructions: Divide yourselves into groups based on
your departments.
• Refer to the Allocation of Business Rules for your
department.
• Task: Brainstorm and list all the key services your
department provides to the public.
• Think from the citizen's perspective: What do they
come to your department for?
• Categorize the services into broad areas, e.g.,
'Regulatory Services,' 'Financial Services.'
• Document your findings on a flip chart or a shared
digital document.
 Drafting the Vision and
Mission Statement
• The Vision and Mission statement is the soul of your
charter.
• Vision: A long-term aspiration; where your department
wants to be in the future.
• Mission: What your department does, for whom, and
what value it provides.
• Task: Based on your department's functions, draft a
concise and inspiring Vision and Mission statement.
• Use simple, clear language that a common citizen can
understand.
• Ensure the statements align with the overall goals of the
Government of India.
Identifying Your Customers
and Stakeholders
• A charter is meaningless without a clear understanding of
its audience.
• Customers: The people who directly receive services from
your department.
• Stakeholders: Other organizations, groups, or individuals
who are impacted by your department's work.
• Task: List all your customers and stakeholders. Be as specific
as possible.
• Examples: 'General Public,' 'Other Ministries,' 'Public Sector
Undertakings,' 'NGOs.'
• Understanding your audience helps in tailoring the charter
to their needs.
 Setting Service Standards
and Benchmarks
• This is where you make concrete commitments.
• A standard must be measurable, time-bound, and
realistic.
• Task: For each service you identified, set a clear and
specific service standard.
• Example: 'Issuance of Passport: within 30 days of
application, provided all documents are in order.'
• Discuss and agree on realistic benchmarks within your
group.
• Consider the resources and processes required to
meet these standards.
 Designing a Grievance
Redressal Mechanism
• A robust grievance redressal mechanism (GRM) is
critical for accountability.
• The GRM should be simple, accessible, and
transparent.
• Task: Design a simple GRM for your department.
• Include: Contact details of a Nodal Officer, email ID,
and a designated helpline number.
• Mention a clear process for lodging and tracking
complaints.
• Specify a time-limit for resolving grievances.
Documenting Expectations
from Citizens
• A charter is a two-way street.
• Your department also has expectations from the
citizens for effective service delivery.
• Task: List the reasonable expectations you have
from the public.
• Examples: 'Submission of complete and correct
documents,' 'Adherence to specified timelines.'
• This section helps in managing citizen expectations
and promotes a collaborative relationship.
• Ensure the language is polite and respectful.
 Consolidating the Draft
Charter
• Now combine your outputs into a single draft
Citizen's Charter.
• Include: Vision, Mission, Services, Standards,
Grievance Redressal, Expectations from
Citizens.
• Task: Each group prepares a structured draft.
• Appoint one member as presenter for your
group.
• Keep it concise—no more than 3 pages.
 Group Presentations and
Feedback
• Each group presents its draft Citizen's Charter
to the class.
• Other participants provide constructive
feedback.
• Look for clarity, realism, and citizen-
friendliness.
• Final comments and suggestions for
improvement.
• This exercise strengthens cross-learning
among departments.