1. Example: Income Tax Department, Delhi Transport Corporation
  2. Recommendations:
    1. One size does not fit all.
    2. Citizens’ Charter should be prepared for each independent unit under the overall umbrella of the organisations’ charter.
  • Wide consultation which include Civil Society in the process
  1. Internal processes and structure should be reformed to meet the commitments given in the Charter.
  2. Periodic evaluation of Citizens’ Charters.
  3. Benchmark using end-user feedback.
  • Redressal mechanism in case of default
  • Hold officers accountable for results
  1. Sevottam Model (Monitoring and Implementation of Citizen Charters)
    1. Sevottam is a Service Delivery Excellence Model which provides an assessment improvement framework to bring about excellence in public service delivery.
    2. The need for a tool like Sevottam arose from the fact that Citizens’ Charters by themselves could not achieve the desired results in improving quality of public services.
    3. Besides, the absence of a credible grievances redressal mechanism within organizations was also becoming a major impediment in improving service delivery standards. Thus, it was felt that unless there is a mechanism to assess the outcomes of various measures, the reform initiatives would not yield the desired results. The Sevottam model works as an evaluation mechanism to assess the quality of internal processes and their impact on the quality of service delivery
    4. Components:
      1. Service Delivery Review
      2. Grievance Redressal Review
  • Standards and Quality inspections
  1. Citizen Participation
    1. Example:
      1. Citizen Giving Suggestions (BATF)
        • To illustrate, the Bangalore Agenda Task Force (BATF) was set up in 1999 with the goal of transforming Bangalore into a world class city with the participation of its leading citizens including the heads of its major IT companies, as well as prominent members of the Bangalore civic community.
      2. Citizens holding service providers accountable:
        • Example: Citizen Report Cards (CRCs) — three citizens’ report cards (CRC) on city services in Bangalore conducted by the Public Aff airs Centre (PAC) – in 1994, 1999 and 2003 – showed a signifi cant improvement in the quality of services provided by city agencies
  • Mandatory for all government organizations to develop a suitable mechanism for receipt of suggestions from citizens, which could range from the simple ‘Suggestion Box’ to periodic consultations with citizens’ groups.