Please enable JavaScript.
Coggle requires JavaScript to display documents.
imp but no idea where to place them - Coggle Diagram
imp but no idea where to place them
citizen charter(cc)
comprises of - components
vission n mission of org
expectations from clients
grievance redressal mechanism
standards of service - quality, timeframe etc
stakeholders involved
business transaction details of org
meaning
commitments regarding service provided by an organisation
origin/facts/status
1st time - 1991 in UK
1997 - cc adopted in conference of CMs at new delhi
DARPG(dept of admin reforms and public grievances) coordinated
cc bill - right of services for time bound delivery of goods and services redressal of their grievances bill,2011
hence currently - voluntary, not legally enforceable, non justiciable
challenges
wrt design
difficult language
rarely updated - one time exercise
lack of participation from stakeholders (eg from staff, citizens) in formulation
wrt implementation
measurable standards of delivery rarely defined - hard to assess if desried level achieved
tendency of same cc for all agencies under same parent org.
cc not adopted by all ministries/deps
no accountability in case of non fullfilment
wrt citizens
info asymmetry (- lack of awareness)
wrt human resource
lack of awareness and trained staff wrt cc
way forward
effective monitoring and evaluation system -(lead to) ensures regular review - responsive and accountable
easy and local language
adopt
sevottam model
facts
developed by rectifying the drawbacks in the earlier mechanisms of public service delivery like (CC)
is being gradually adopted by various departments under Central and State government.
proposed by 2nd ARC
includes 7 steps
Define services and identify clients.
Set standards and norms for each service.
Develop capability to meet the set standards.
Perform to achieve the standards.
Monitor performance against the set standards.
Evaluate impact through an independent mechanism.
Continuous improvement based on monitoring and evaluation.
includes 3 modules
Citizen Charter.
citizen empowerment
Public Grievance Mechanism.
redressal satisfation
improvement in public service quality
Service Delivery Capability.
capacity enhancement
meaning
standard model for providing services in citizen centric governance.
by 2nd arc
one size doesn't fit all - each dep to form its own cc
wide consultation in formulation
precision in standards
periodic evaluation of cc by external agency
hold officers accountable for results
significance
good governance
transparency, accountability, responsivenenss
enshrine trust b/w service provider and client
baki elaborate components
principles
transparency
accountability
value(of taxpayer money)
quality(of service)
standards (of service)
choice(for citizens)