What is citizen’s charter?
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A Citizen's Charter is a public document or declaration that outlines the commitments, standards of service, and expectations that government or public service organizations pledge to provide to their citizens or clients. It serves as a mechanism for enhancing transparency, accountability, and efficiency in public service delivery. Key features of a Citizen's Charter include:
Service Standards: It specifies the quality, timeliness, and efficiency of services that citizens can expect from government agencies or public institutions.
Rights and Responsibilities: It outlines the rights of citizens to receive services without discrimination and the responsibilities of both service providers and recipients.
Grievance Redressal: It includes mechanisms for citizens to register complaints or grievances if the promised standards are not met.
Information Access: It ensures that citizens have access to relevant information about services, procedures, and contact points.
Accountability: It holds service providers accountable for adhering to the commitments made in the charter.
Citizen's Charters aim to empower citizens, improve service quality, reduce corruption, and build trust between government institutions and the public by clearly defining service expectations and the mechanisms for addressing grievances.