Aparna. M, BBA LL.B. (Hons.), Tamil Nadu Dr. Ambedkar Law University (TNDALU), School of Excellence in Law (SOEL).
ABSTRACT
Citizen’s charter is a document formulated with the aim of building a sense of commitment towards the citizens. It ensures the consumers about the quality of the services provided by the public service providers. Citizen’s charter has greater significance in the functioning of a governmental organisation in relation to providing services to the citizens. The main motto of formulating citizen’s charter is to ensure fairness, transparency and quality in the services provided. It aims at building a sense of commitment on the service providers towards the citizens. This sense of commitment is intended to hold the public officials accountable for their acts. Effectiveness of citizen charters majorly lies upon its implementation and the grievance redressal mechanisms. In India, citizen’s charter are not legally enforceable. Its legal enforceability is one of the major drawbacks in assessing its effectiveness. And also due to the lack of awareness among citizens regarding the citizen charter, its functionality is never questioned. This study aims at researching about how citizen charters are functioning to attain its motto and also analysing the areas of improvement of these documents. The research methodology includes studying various online resources including Government portals, academic journals, reports and blogs relating to citizen’s charter. This research is aimed at finding the major drawbacks in the implementation of citizen’s charter. The study is intended to put forth some recommendations to be fulfilled by the service providers as well as the citizens through which the functionality of the citizen’s charter can be improved which will assist in making it a better tool of administrative reform.
Keywords: Citizen’s charter, public services, transparency, standard, quality of services, grievance redressal.
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