Citizens Charter

Topics: Feedback, Service, Quality of service Pages: 19 (7073 words) Published: March 26, 2015
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 both developing and implementing a Charter. It therefore tries to answer the following questions:

2



Why have a Citizen's Charter?



What are the components of a Charter?



How should we implement the Charter?

Background

The Citizen's Charter programme was launched in 1991, in the U.K., by the then Prime Minister John Major as part of a series of initiatives to open up Government at all levels to drive up standards and to shift the balance of change in to the hands of people. “The Charter Programme” is now called “Service First.”

The introduction to the first report on the Citizen's Charters document under the signature of Prime Minister of U.K. clearly indicates, “The Citizen's Charter sees public services through the eyes of those who use them. For too long the provider has dominated and now it is the turn of the user…….. The Citizen's Charter will raise quality, increase choice, secure better value and extend accountability.” (Cabinet Office, U.K., 1992)

1

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

Elsewhere, the U.K. Model has influenced several countries in adopting variations on the Citizen's Charter:


Belgium

Public Service User Charter 1992



France

Service Charter 1993



Canada

Service Standards Initiatives 1995



Australia

Service Charter 1997



Malaysia

Clients Charter 1993



Spain

The Quality Observations 1993



Portugal

The Quality Charter in Public Services.

Development of the Charter in India began with a Conference of Chief Secretaries of all States and Union Territories held in 1996 on “Effective and Responsive Administration.” This conference gave high priority to Citizen's Charters and was followed by the development of an “Action Plan for...
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