Topic– Citizen’s Charters, Work culture, Quality of service delivery
8) “Citizens’ Charters” initiative is a response to the quest for solving the problems which a citizen encounters, day in and day out, while dealing with the organisations providing public services. Discuss.(250 words)
Discuss- this is an all-encompassing directive which mandates us to write in detail about the key demand of the question. we also have to discuss about the related and important aspects of the question in order to bring out a complete picture of the issue in hand.
Key demand of the question.
The question wants us to write in detail about the meaning, objectives and the elements of the citizen’s charter.
Structure of the answer
Introduction– write a few introductory lines about the Citizen’s Charter. E.g The concept of Citizens’ Charter enshrines the trust between the service provider and its users. The concept was first articulated and implemented in the United Kingdom by the Conservative Government of John Major in 1991 as a national programme with a simple aim: to continuously improve the quality of public services for the people of the country so that these services respond to the needs and wishes of the users.
- Discuss the objectives of a citizen’s charter. E.g The basic objective of the Citizens’ Charter is to empower the citizen in relation to public service delivery. The principles of the Citizens’ Charter movement are : (i) Quality : Improving the quality of services; (ii) Choice : Wherever possible; (iii) Standards :Specify what to expect and how to act if standards are not met; (iv) Value: For the taxpayers’ money; (v) Accountability : Individuals and Organisations; and (vi) Transparency : Rules/ Procedures/ Schemes/Grievances etc.
- Discuss the elements of a citizen’s charter. E.g The Charters are expected to incorporate the following elements :-(i) Vision and Mission Statement; (ii) Details of business transacted by the organisation; (iii) Details of clients; (iv) Details of services provided to each client group; (v) Details of grievance redress mechanism and how to access it; and (vi) Expectations from the clients.
Conclusion– based on your discussion, form a fair and a balanced conclusion on the given issue.