Citizens Charter

A Guide to Developing and Implementing a Citizen's Charter

A Guide to Developing and Implementing a Citizen's Charter

A Guide to Developing and
Implementing a Citizen's Charter

CENTRE FOR GOOD GOVERNANCE
K n o w l e d g e l Te c h n o l o g y l Pe o p l e
Dr. MCR HRD IAP Campus, Road No. 25 Jubilee Hills,
Hyderabad-500 033. Andhra Pradesh (India).

CENTRE FOR GOOD GOVERNANCE
K n o w l e d g e l Te c h n o l o g y l Pe o p l e

A Guide to Developing and Implementing a Citizen's Charter

A Guide to Developing and Implementing a Citizen's Charter

No part of this book may be reproduced in any form without permission

CONTENTS

in writing from the publisher, except by a reviewer or a research scholar who may quote brief passages in a review in a magazine or a newspaper

Introduction

1

or for research purposes as the case may be.

Background

1

Why have a Citizen's Charter?

3

What are the components of a Citizen's Charter?

4

How to develop and implement the Charter?

9

Copyright © CGG 2003

Appendix 1

:

Suggested Content for a Charter

21

Appendix 2

:

Flowchart on the Main Features of
Developing a Charter

23

Appendix 3

:

Citizen's Charter: Implementation of
Recommendations

25

Appendix 4

:

A Model Citizen's Charter Feedback Form

28

Appendix 5

:

Citizen's Charter Score Card

31

Printed and published by the Executive Director, Centre for Good
Governance, Dr MCR HRD IAP Campus, Road No. 25, Jubilee Hills,
Hyderabad 500 033.

CENTRE FOR GOOD GOVERNANCE
K n o w l e d g e l Te c h n o l o g y l Pe o p l e

A Guide to Developing and Implementing a Citizen's Charter

A Guide to Developing and Implementing a Citizen's Charter

A Guide to Developing and Implementing a
Citizen's Charter
1

Introduction

This guide has been developed in response to the evaluation of the
Citizen's Charter undertaken by the Centre for Good Governance between May and July 2002. It incorporates lessons learned from the evaluation and seeks to provide a practical guide to