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A dumovahid duty 4 cluil oalely OHe raulually benedict fo eat Okie -4 ae eee - vs ne —— or owns iy L a a emp. che, 4 i pel fapprenti walwerhy deal weysokese he Paag £ vote atts wor doin Sahel feyclakor ‘ ton auAous ~ eae jachous kdustator Sold. couulable & i y Mon teeaaourly Aenn ike ido seed O i palo a ae Coa ne techie : Palle avarloble— yeuleriug yurrdo- — a0l4 — Liunwe to redewe oer CA ward Aw OF fp'ce “Temugalve + a delhy : me yee} ee Sn de =” public an sip tag pate ates Yup: 2 volun el ale “aul yen. fl pune endo 8 toda = UNKRC- Loyd FORA ae LL heii Ftd Tees Spey cle A, yet mranatie poser dusk "Sata nes Pre wnt e; aweroller avout dain atklow , public ule © Baad om cant ee eo puopensnvtt, yaual, eblcal, tostels TREN ak ousumts Kank ulti —Ueenesciad 8 ! yualrabnk tn a dyna nei Fe od, | puiouse af crsieoonlly crowing Haale OM ached disuiphixe ha uminiained & reooutes Ott optimally paloriliy narrow ourounta iby dauguucne 00d” ea el te ‘ y “ee | sa 6") Ls Uy Repo tard, dangle so tommewnitgalton pores plaglard dally ag MSO! h sroxamspanuvily, yo os : e a ae et ywolu to abi, ~& crciler an 4 GI r 4d muaalkon 0 (eo ptanoued 2 rrah'onal. uo paoruidea cbs villa dado: bathed He erg abuts ek dajon dig tovie Heceoate (ert ad tap Jenn rave poreny 1 9° portiouting jn Juda. ga Wh a Re er reAnotaur Mode & pevotlain - Ausra. Oh fo & vhontce deliueny peiellente vuodal wud, mut fuipuoveraerl upurtvore to today obo auilende _in_gublle dee delivony. Martel > ™” } 1, duuplamunlation of Gibiyen carte } li impel ca geeicuasnte Rudeuatal, | h Mpowie dlsuny lapel — (dunks) lyn tap eee \ <3) ot . Approas jam) — _utien soli sachin Bi ian EE) ops ectees ; duke apvutiua 2 tdudy divk | Ly, ovum oie _Blanadosda A mara / “he e Wiky Vo wl davrdond , . " Ws + anon to atluewe \ dust. Seeks. Lo fe ecoukimuous 4 funda b by diay, wonage l - Maludlns bridge us Deak [Ae | aan mn 1 aa (bee L es SS issue f u Delivery a 2 reat pire bowlce delivery -Dae / / 10, Page 40. i om poductpl Hat iw a dewowany dudalen | phowd ‘aceouul- ie He rae. of tooue tue im _wieanun' wen” orbjechves 8 oy or ok arkviCoa a a _& fe PE EB Duk - jee 4 lerwil soewke,hapa iy ee oe beflalng Anadis Bowndariba 4 tdedify tale held ___®! pou'ol tuountivn 4% Beok Kephaag — S| aspasiay 5 Uap dowd Becouced aodal adil x plesenPaatiionresi oG about poouss chow -eh- talaual psig 5 wach otucl ~ Pivd ty: A at Lal feuted —_Cowuuaphe A” Public bah'sjactionCitizen charters — i Iwsl'a 149° It was introduced in UK by the John Major Government andvis.considered-as a land mark shift in the delivery of public services. It is a demand side strengthening of public service * deli 6 Q p The z rs 6 e | That is, ah regarding the _It consists 1. ‘EROUINTEIITTS SL of the organtaetion Ivexplainethe-outcomes the organisation is desiring to achieve and the strategy it is adopting to achieve these goals. By-seeing thesethe user becomes aware of the intent of the organisation and make it accbuntable for any deviant and erratic behaviour. 2. the organisation “Rhe-organigationshatt-statecblearly what 4he jects it deal Services it delivers broadly to the people. a Foewredressalwmechanism—available to citizens, in case of default by the organisation. 4. : Gitizea Chacteralse_shalhtipulate thexesponsibilities need to fulfilled by the citizens in the context/of the’charters. fies A ‘ Empowers citizens to hold institutions and individual officers accountable for quality, timely and responsive services. It ensures public officers are conscious about quality of services offered. * value addition to taxes — value for money services | eee * Reduces comupion. | © Changes culture and attitude at work place by focusing efforts to customer satisfaction Enables systems to continuously re-engineer service processes —eee ae Page 10 of 15LO —tzen charter mark scheme It was improved in UK to improve the eff ‘cacy of citizen charters. In this certain criteria a re t i i is in criter framed and the Perk ic i aia hese lormance of various The process of evaluation was Carried by AW Delivery of Promised outcomes and Handling pro! Timeliness of service provisions 8-Accurate and comprehensiy “professionalism and compe! ~5-Gtaff attitude - polite, friendh Based on the recommendations of the above report, customer Service excellence scheme was launched. blems effectively @ information and tence of the staff ly and sympathetic Progress reports provided ‘ustomer service excellence scheme It started to assess the citizen char ters based on the following five criteria, qustomerinsight Culture of the organisation Information and access Delivery —st—~S~S Timeliness and quality of service. Imeliness and quality of service. "Indian Experience of ci ‘en charters - it was introduced in - The Chi Responsive Administration led to this ide: onal launched in 1997 itself. “~——_——"—" ~ 1444 ief_Ministers conference at National debate on a) DAR&PG provided Tor a Model charter and it was _ How a citizen charter has to be for a diverse country such as India? * Simple and shall be available in local language. Googledygook shal @ avoided. * It has to be framed involving alll the functionaries across Hi ierarchy. Ultimately, the ‘cutting edge functionaries Shall eliver, the services;to the .peoples-lnyolvement of the people Provides ine Necessary customer lnsight) |). ; : + Necessary:Responsive, Ihteractive-climate shall existinan organisation, : * The charter shall be accessible and feedback shall be available to improve the charter regularly. a Every department shall have its unique charter.es VAIIRAM & RAVI Fee cea eae ers made the ‘Report of public affairs centre Bangalore on following observations. (Poor design and content!- critical information that end users need to hold agencies accountable are mis ick of public aware - Efforts towards educating and communicating the public about charters are missing. End'users are unaware of these charters at many places. te .d and pasted in many cases Just the model charter is copie ; updated - only6% of charters reviewed made some ‘commitment to harters are rarel update later. .d users and NGOS are not con: Resistance to change)- Chalta Hai culture Raded to this, as citizen charter can be a threat to middle men men and government agencies are hand in hand in stalling them. = aad pO aq/- It is more a kind of a managerial charter. became stalling block for citizen charters. and touts, many middle «Provide them statutory status : of er formulations: (BPR) buLinuss Process Reofugincen Internal Restructuring shall precede chart One siz not fit-all., The formulation of citizen charters shall be a decentralised ~ o aElivity with head office providing broad guidelines. ‘wie consti Bosse Firm ‘commitments shall be made Redressal mechanism in case of default periodic evaluation of charters- citizen charter is a dynamic document Benchmarking of charters with end user feedback Hold officers accountable for Results. . uid po iw Hus prroed » si. | Factor Meaning Challenges Examples it has to be both| Charters are often | Chennai vertical _ and | criticised as | Metropolitan _water horizontal. Cutting | Managerial charters | supply and |.¢dge functionaries | as they are prepared | sewerage board has _the | at highest level of | a consultative user 8d t6)| hieratdhy Without |"grSlup/@nd’ advice on Stake | anycorigultation, . | | charters. holders need to be . consulted in : | preparation of the standards. Page 12 of 15VARA Met NE TE RAYy meen mS < Fuge asp. Seva It is changirig the 2 be cay Meon “the | resistance to the | Kendra ee ‘organisations change and reform. | external meee engineering. Perform. - "their | Established vested shea ane in eters on of weg | ilerest tO the cpanel simplification of work |S — . process to gain | 820 Wor) te atton efficiency. . Lack of adaptability Capacity building | ithe increasing | -FAST _ - fully involves building the | technology. automated software -human____and for transport of RTO institutional Hyderabad — It has capacities through Provided for a real training and/capacity time feedback on addition. work completion. 24 x 7 offices -Jan | : sunvayikendrastor 3. Professionalism, ~~. Lack of altitude of the statf,| behavioural initiative in information _shating training Malaysia “is. to with customers, and|- Authoritative rectify the flexibility to the tendency mistake of public situation improves |- Beneficiary servant when satisfaction of orientation to the things went citizens. (Bernard | —_ public services. wrong. Herdan Committee Report) 4. | Quantification) The objective shall] No proper ground | KVIC (Khadi& be “clear ~ and | work is done in the Village —Industiies measurable. ~~ | preparation of the | Commission) did ra charters. not & provide any 1 | eit, ugh gs in | Medpurable H | aie mah ee Gnfregeie "o We capacities of Serves organisation’ are | Kerala___ Police | used. declined to prepare a citizen charter. Page 13 of 15VAJIRAM & V; oe Uniqueness | Charter has/ to| The model atdprer Charters reflect vision and | of Department “of and_child welfare mission of the | Admin Reforms and | and Department _of organisation and Public_ grievances. is | Youth Affairs and distinctive services | replicated. in most of | Sports have very provided by it. Depariments. few differences. 6. Charters need to be | Only 6% of the | ~ updated to __ the | charter considered a changing _needs_ot | revision. the people and aT technology. 7. Citizen shall be|In most of the|Many state has | provided with | organisation in India, | enacted Right | mechanism to | grievance _redressal | Service Act. ecoaiate anda is elther_absent oF | bil) was introduced their ievances | ineffective. Tt 1S | in Loksabha — rédressed. increasing the an burden on judiciary. | Right of Citi timely delivery of goods and services sp and-redressal_ their \ grievances Bill, nT” - Hyderabad Metropolitan water___and sewerage board offered compensation if failed _to_ fulfil the corimitment.. 8. | Legality, it gives greater | In India, charters are | In Malaysia client tespect_ and | moral obligation not | charter_is.a legally attention ‘from | legal commitments. 19 commitment ls executive. on the organisation. 9. | ineentivisation | Best implemented | Servottam model in|- Charter mark VAJIGRE ee eforming oes apgee'bh “only |") sevattam in| identified | th rganisational |\ india’ and awarded: aspects of charter|- 6% Pay such as Cammission implementation but recommended not the citizen | _—_for integrating expectations _in| __Sevottam score ] Page 14 of 15ASL 8 charter evaluati to Performan step model to, improve charter efficacy. 10. | Awareness Charter is based on | No special funds are’) In UK, awareness | a demand driven | allocated for | generation is approach $0, | awareness considered as a awareness of | generation. ~~] special _component citizens leads to its “ tothe charter improvisation and . Implementation. better implementation. Previous questions 4. Though citizen charters organisations, there is no corresponding im and quality of services being provided?,Andlyse ze aw & Practice questions W Ake 3 ea . 4. Citizen charters need to be guided by the ideals of citizen centricity to make an impact on the public life. Elaborate. 2. Charters can be effective tools o challenge in India. Discuss .e country to the tune of its objectives. 3. Charter evaluation need to be improved in the Rey Analyse overt woxdo her da ee eblun Qualscooral Meche (pnanvee have been formulated by many public service delivery proverentjnthe level of citizen satisfaction good governance but their implementation is @ major Page 15 of 15UNESCAP we a a wuupt & ao old ao hone auilizabion « dk vneans fae prrowco_O4 ceu'oion snalulug & % Hae proceso by wl. deusiono asu fuplunenrted 6° gp ae te wad in geal Covkert = not 2 Nabiewal (yen loxperali cy oa . =< Tin pu wary in weet, Akak augue aud menu ia Huorily 40 ile ard x : Sa) ju duding bora public publ cportlo amd ae eei ree pti oda gy a ie Us Sa pale ae Ol le hts pute dalton asm. Youn? ee a} usnwsen Pabe_ yood? aagapad eam - ANatesabiepamuinaie | 0 pasneell CMA Ly Lagat « Sucbicta) Ly Adis bea ve L heal , Lor Hpchive dow salptement wool ta ¢ Rade 4 . mt * . we faskiapakien - Miuwolvewnl of slolerholdere on rab to , : Hager tuchy 2 qaudlhi's Talika, Lowodaya "* o o Tuelusiveney t L r “Tramapaneinty Ututenuy & _ mivluadice worlage = recounla fleck veers PR. £ cB: mm vitidy aim 40 puowide au Gen un vow. of Un, (ark % gevdux onyo ful -bruol. 1, Ubhyn_Pankicipelion veel” u dewarda penal quan mak del) re poor + wang | 0 Toprete pee peavey? fot ele C + pewaasl s1'da. = yee ube yep t eube | - apobag dats apply scale mrenvionk yesh Org « ae acMy Y piksrA — Ca duaabion ~ ot ttroelo will be wuneckeal toa as “eae ie el a Li fares - real Huw ? ject ees oy Tapa Ly weewnilig - - Mobde baad guwrgeruy serunice DNA dalabawe ee H _paales {yp onling wall, . a ote ya Nee a - ee Posten en dait - peri qs mame — als loaned dicen pa e. da gait peer teu Cond. Curr quo “4 ew wo todd; "bub pub: foe oddoorrl. Tre yurtieao Ye e- feed Mae a 7 fosigely _oleperde ou ava Pa sped hal, awd wotiovawide roll an eit d yor will aheeg tan He Kame - cen "4is tet tie howe peed nal Doel abs ridvan Nab > Eo - Pomal_cawaplvase + goo & 1B ean ut, trons Reef wns: ne vallountny | gents wa . dovowne - Cosh, -rerobill ee teogelted beonefictors | waduainadei We fervalelliry y chroug vod | 2% hy boty wt C. Kouial-_ aliens, Wot, Bika. a a AAO LS Teua- pukenopeacbiis , ulm Prtvaty , autobahn » 7 nl out e- (you. model 148% - NICKE T - fat. bared | at + Geer Seat Compal welea ide pete evally | BER Bio Pron ieetiug) b aa) fet PRAGA OCTNS | Uy ppulld 0 sess agai loraa naan on - | boul _dlynauuu'es vouridend im udook , Jon hoodund » (aad 4 Mea, e- NUN , aoe yen Nevo of pant: a aA, & - & ‘axe baa ncaa Paar hy aM ees coupe uatitasriy M,e-% Ge yoe- + = Allee 4 gn kawviles on ne ony wae any wlure eae] b rotatle lee en app store. 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