Citizen Charter :: Department of Education , Bihar

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Citizen Charter
A Citizen’s Charter is the expression of an understanding between citizens and the provider of a public service with respect to the quantity and quality of services the former receive in exchange for the public taxes. It is essentially about the rights of the public and the obligations of the public servants. As public services are funded by citizens, either directly or indirectly through taxes, they have the right to expect a particular quality of service that is responsive to their needs and is provided efficiently at a reasonable cost. The Citizen’s Charter is a written, voluntary declaration by service providers about service standards, choice, accessibility, non-discrimination, transparency and accountability. It should be in accordance with the expectations of citizens. Therefore, it is a useful way of defining for the customers the nature of service provision and explicit standards of service delivery. A further rationale for the Charters is to help change the mindset of the public official from someone with power over the public to someone with the right sense of duty in spending the public money collected through taxes and in providing citizens with necessary services. If successfully implemented, the charter can enable the following: Improved service delivery; Greater responsiveness of officials towards the public; Greater public satisfaction with services.
Citizen Charter In India
In India, the significant progress has been made in the field of economic, political and social development after independence. This, along with a substantial increase in the literacy rate, (from 51.63% to 65.38% in the last decade) has made Indian citizens increasingly aware of their rights. Citizens have become more articulate and expect the administration not merely to respond to their demands, but also to anticipate them. It was in this climate that a consensus began to evolve, since 1996, in the Government on effective and responsive administration. At a Conference of Chief Ministers of various States and Union Territories held on 24 May, 1997 in New Delhi, presided over by the Prime Minister of India, an “Action Plan for Effective and Responsive Government” at the Centre and State levels was adopted. The major decision has been formulated at that Conference to start with those sectors that have a large public interface (e.g., Railways, Telecom, Posts, Public Distribution Systems and the like). Through these Charters were to include first, standards of service as well as the time limits that the public can reasonably expect for the service delivery, avenues of grievance redressal and a provision for independent scrutiny through the involvement of citizen and the correspondent government body groups. The Department of Administrative Reforms and Public Grievances in Government of India (DARPG) has initiated the task of coordinating, formulating and executing Citizen’s Charters. The guidelines for formulating the Charters as well as a list of do’s and don’ts were communicated to various government departments/organizations to enable them to bring out focused and effective charters. The Charters is expecting to incorporate the following elements: Vision and Mission with statements Details of business transacted by the organization; Details of clients Details of services provided to each client group Details of grievance redressal mechanism and how to access it; Obligation from the users. As on March 2005, 107 Citizen’s Charters had been formulated by the Central Government Ministries/Departments/Organizations and 629 Charters by various agencies of State Governments & Administrations of Union Territories. Most of the national Charters are posted on the government’s websites and are open to public scrutiny. The organizations with Citizen’s Charters have been advised to give publicity to their Charters through such means as print/electronic media and awareness campaigns.
Evaluation of Citizen’s Charter
During the Year 2002-03, DARPG engaged a professional agency to develop a standardized model for internal and external evaluation of Citizen’s Charters in a more effective, quantifiable and objective manner. This agency also carried out evaluation of implementation of Charters in 5 Central Government Organizations and 15 Departments/Organizations of States of Andhra Pradesh, Maharashtra and Uttar Pradesh. This Agency was also required to suggest methods for increasing awareness, both within the organization and among the users, and to suggest possible methods for orientation of management and the staff in the task of formulating and deploying Charters. The major findings of the evaluation carried out by the agency:- In majority of cases Charters were not formulated through a consultative process; By and large service providers are not familiar with the philosophy, goals and main features of the Charter; In none of the departments evaluated, had adequate publicity been given to the Charters. In most Departments, the Charters were only in the early stages of implementation; No funds were specifically earmarked for awareness generation on Citizen’s Charter or for orientation of the staff on various components of the Charter. Further recommendations are: The need for citizens and staff to be consulted at every stage of formulation of the Charter; Orientation of staff about the salient features and goals/objectives of the Charter; vision and mission statement of the department; and skills such as team building, problem solving, handling of grievances and communication skills; The need for creation of database on consumer grievances and redress; The need for wider publicity of the Charter through print media, posters, banners, leaflets, handbills, brochures, local newspapers etc. and also through electronic media; Earmarking of specific budgets for awareness generation and orientation of staff, and Replication of best practices in this field.
Compendium on Citizen’s Charter In Government of India
Through the intention of generating awareness among the citizens as well as government functionaries about the commitments of various organizations enshrined in their Citizen’s Charter, the Department of Administrative Reforms and Public Grievances brought out a Compendium of abridged versions of all Citizen’s Charters in Government of India in a book as well as in CD form on 14 May, 2003. The Compendium contains the operative standards and quality of services proposed to be provided as also the public grievance redressal mechanism as committed in the Citizen’s Charters. It also contains the name, address, telephone number, e-mail address etc. of nodal officers for Citizen’s Charters in Central Government Ministries/Departments/Organizations and also the list of website addresses of Ministry/Department/Organization concerned. The Compendium is not only useful for the citizens for ready reference, but also enables them to critically review the functioning of these organizations. It would also help the organizations to compare the standards set by them, vis-à-vis, those set by other organizations.
Future Vision : Development of Charter Mark
The organization has to demonstrate excellence against the following nine Charter Mark criteria which correspond to the principles of public service delivery, namely, Performance Standards; Information and openness; Choice and Consultation; Courtesy and helpfulness; Putting things right; Value for money; Improvements in service quality In India, the DARPG has identified a professional agency to develop an appropriate Charter Mark scheme. This scheme will encourage and reward improvement in public service delivery with reference to the commitments and standards notified in the Charter. The ‘Charter Mark’ is proposed to be awarded after due assessment by an independent panel of judges. This would not only give a sense of achievement to the organization to be awarded the Charter Mark, but also promote a spirit of competitiveness amongst various organizations that have issued Citizen’s Charters and generate awareness among citizens. A prototype has been developed by a professional agency, which is in the process of validation in identified Departments/Organizations. The implementation of Citizen’s Charter is an on-going exercise. It has to reflect the extensive and continual changes taking place in the domain of public services. The Indian Government is committed to serve the citizens in an effective and efficient manner to not only meet but also to exceed their expectations. The Citizen’s Charter initiative is a major step in this direction. For More Details: Website: http://www.goicharters.nic.in/ Citzen Charter of D.o.E.

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