Citizen's Charter

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  1. Who is Citizens Charter?
    Citizenís Charter is a document which represents a systematic effort to focus on the commitment of the Organisation towards its Citizens in respects of Standard of Services, Information, Choice and Consultation, Non-discrimination and Accessibility, Grievance Redress, Courtesy and Value for Money. This also includes expectations of the Organisation from the Citizen for fulfilling the commitment of the Organisation.
  2. Who is a 'Citizen' with reference to Citizens' Charter?
    The term 'Citizen' in the Citizens' Charter implies the clients or customers whose interests and values are addressed by the Citizens' Charter and, therefore, includes not only the citizens but also all the stakeholders, i.e., citizens, customers, clients, users, beneficiaries, other Ministries/ Departments/ Organisations, State Governments, UT Administrations etc.
  3. Whether Citizenís Charter is legally enforceable?
    No. The Citizenís Charter is not legally enforceable and, therefore, is non-justiciable. However, it is a tool for facilitating the delivery of services to citizens with specified standards, quality and time frame etc. with commitments from the Organisation and its clients.
  4. What is the role of Department of Administrative Reforms and Public Grievances in Citizenís Charter Initiative in the Government?
    Department of Administrative Reforms and Public Grievances in Ministry of Personnel, Public Grievances and Pensions, Government of India, in its efforts to provide more responsive and citizen-friendly governance, coordinates the efforts to formulate and operationalize Citizensí Charters in Central Government, State Governments and UT Administrations. It provides guidelines for formulation and implementation of the Charters as well as their evaluation.
  5. What are the components of a Citizenís Charter?
    A good Citizenís Charter should have the following components: -
    • Vision and Mission Statement of the Organisation
    • Details of Business transacted by the Organisation
    • Details of 'Citizens' or 'Clients'
    • Statement of services including standards, quality, time frame etc. provided to each Citizen/ Client group separately and how/ where to get the services
    • Details of Grievance Redress Mechanism and how to access it
    • Expectations from the 'Citizens' or 'Clients'
    • Additional commitments such as compensation in the event of failure of service delivery.

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