Concept, Origin and Principles of Citizen’s Charters

Citizen Charter is a document of commitment of organization towards the customers/user in respect of standard of services, accessibility to information redressal of grievances courtesy in public services.

Origin of Charter

The concept was first articulated and implemented in the United Kingdom by John Major in 1991, with the aim to improve the quality of public services for people of the country. The programme was re-launched in 1998 by the labour government of Tony Blaire as ‘Service First’.

The white paper by John Mayor initiated six principles, which may govern the provision of public services, namely:

• Quality – improving quality of services
• Choice – wherever possible
• Standards – specify what to expect and how to act if standards are not met
• Value – for the tax payer’s money
• Accountability- individuals and organizations
• Transparency – rules/procedures/ schemes/ grievances

Nine principles of ‘Service First (1998) by Tony Blaire’s Government

• Set standards of service: Monitor performance and publish results
• Be open, provide full information: Communicate clearly and effectively in plain language, to help propel using public services
• Consult and involve: Use the views of potential users to improve the service
• Encourage access and promotion of choice: Make services easily available to everyone who needs them
• Treat all fairly: Be helpful and courteous, respect their privacy and dignity
• Put things right when they go wrong: Put things right quickly and effectively; learn from complaints
• Use resources effectively: Use resources effectively to provide best value for taxpayers and users.
• Innovate and improve: Look for ways to improve the services and facilities
• Work with other providers: Work with other providers to ensure that services are simple to use, effective and coordinated.

Problems faced in implementing the citizen’s charters

Every Charter is a sole commitment of the government or Public offices for delivery of services to the beneficiaries, but there are certain drawbacks or problems faced in implementing the charter, they are

• Lack of awareness and knowledge
• Inadequate publicity,
• Loss of trust among service seekers
• Unprepared operative and supervisory staff
• Lack of infrastructure and initiative
• Gap in hierarchy between the officers and the second level Staff.
• Lack of team work
• Insensitive Supervisors
• Lack of motivation and accountability
• Irresponsible staffs
• Complicated and restrictive rules & procedures.