citizen charter..the power of people is stronger than the people in power

Citizen Charter.Citizen Charter.A mysandesham presentation.A mysandesham presentation.

Presented byPresented by

T. J JOSEPHT. J JOSEPH

DEPUTY TAHSILDAR,DEPUTY TAHSILDAR,

Kottayam. Kerala.Kottayam. Kerala.

India.India.

..

They Expect They Expect MORE…….MORE…….

The need for a citizen charter The need for a citizen charter arises from the dissatisfaction arises from the dissatisfaction of the customerof the customer

Citizen charterCitizen charter

Citizen Charter.Citizen Charter.The concept of Citizen’s Charter The concept of Citizen’s Charter enshrines the enshrines the trusttrust between between the service provider and its the service provider and its users. users.

Expectation of Expectation of the the CustomerCustomer

People Expect Good service----People Expect Good service----

-------But few are willing to give it.-------But few are willing to give it.

Citizen Charter Citizen Charter Is For Is For

Good Governance.Good Governance.– The Charter should be an The Charter should be an

effective tool to ensure effective tool to ensure transparency and accountability transparency and accountability and and should help deliver good should help deliver good governancegovernance if implemented if implemented vigorously by the government vigorously by the government departments.departments.

Good GovernanceGood Governance

– TransparencyTransparency

AccountabilityAccountability

ResponsivenesResponsivenes

Transparency.Transparency.

“ “ Right to information.-Right to information.-Transparency reduces uncertainity and Transparency reduces uncertainity and un predictability in out come as relevant un predictability in out come as relevant facts are available to citizens.facts are available to citizens.

TransparencyTransparency

““The purpose of a government is to make it The purpose of a government is to make it easy for people easy for people to do goodto do good and and difficult to difficult to do evil”do evil”

- Sir Gladstone- Sir Gladstone

AccountabilityAccountability

To my customer,To my customer, I may not have the I may not have the Answer, But I will find it.Answer, But I will find it.I may not have the time, I may not have the time, But I will make it.But I will make it.

RESPONSIVENESSRESPONSIVENESS

As public services are funded by As public services are funded by citizens, either directly or citizens, either directly or indirectly through taxes, they indirectly through taxes, they have the right to expect a have the right to expect a particular quality of service that particular quality of service that is is responsiveresponsive to their needs and to their needs and is provided efficientlyis provided efficiently

Value for moneyValue for money

About 1.87% of Indians govern About 1.87% of Indians govern 1090 million people! This 1090 million people! This comes to about US$147 billion comes to about US$147 billion or nearly 25% of India’s Gross or nearly 25% of India’s Gross domestic product or GDP! domestic product or GDP!

Are Indian citizens getting their Are Indian citizens getting their moneys worth? moneys worth?

Cost of Governance.Cost of Governance.

By the 790 politicians at the Center,By the 790 politicians at the Center,the 4120 in the 35 States and the 4120 in the 35 States and the 18.7 million employees of the the 18.7 million employees of the

Central and State Central and State Govts.Govts.

use about Rs.2200 crore per dayuse about Rs.2200 crore per day or Rs. 760,000 crore per year,or Rs. 760,000 crore per year, both on capital & revenue acount. both on capital & revenue acount.

Citizen Charter is for Citizen Charter is for effective Service effective Service

delivery.delivery.

““Implementation of citizen charter ensures Implementation of citizen charter ensures better service delivery.better service delivery.

EquityEquity Non Discriminatory with respect Non Discriminatory with respect

to quality and quantity of services to quality and quantity of services delivered. delivered.

InclusivenessInclusiveness

“ “ Marginalised sections of the Marginalised sections of the society or very poor should not be society or very poor should not be byepassed.byepassed.

Efficiency.Efficiency.

“ “ Speed,technology based Speed,technology based applications and cost effective applications and cost effective service delivery to to maximise service delivery to to maximise citizens’ satisfaction and optimise citizens’ satisfaction and optimise the use of available public resources.the use of available public resources.

Eg- ATMEg- ATM

Efficiency.Efficiency.“ “ Quality in a service or product Quality in a service or product

is what you put into it ……..is what you put into it ……..

It is what the customers get It is what the customers get out of it……………..out of it……………..

..

EffectivenessEffectiveness

“ “ Service delivery should bring Service delivery should bring desired outcomes and makes significant desired outcomes and makes significant changes to the peoples’ lives as changes to the peoples’ lives as envisaged by the policy.envisaged by the policy.

Expectation of Expectation of the the CustomerCustomer

If we don’t take care of our If we don’t take care of our customers, some one else will--------customers, some one else will--------

Go ExtramileGo Extramile

There are no traffic jams There are no traffic jams along extramile -------along extramile -------

A simple, but powerful ruleA simple, but powerful rule

Always give people more Always give people more than they expect than they expect to get-----------to get-----------

Every complaint is a gift.Every complaint is a gift.

Your most unhappy Your most unhappy customers are your customers are your greatest source of greatest source of learning. learning.

Sustainablity.Sustainablity.

“ “ Service delivery by the state Service delivery by the state should have a long term commitment to should have a long term commitment to ensure service delivery.ensure service delivery.

ParticipationParticipation

Democracy is of the people, for the people Democracy is of the people, for the people and by the people. Citizens must play an and by the people. Citizens must play an active role. active role.

As President John F. Kennedy said, “ask not As President John F. Kennedy said, “ask not what the country has done for you, but what the country has done for you, but what you have done for the country”. what you have done for the country”.

Citizen Charter for Citizen Charter for ParticipationParticipation

““The punishment suffered by the wise who The punishment suffered by the wise who refuse to take part in the government, is refuse to take part in the government, is to suffer under the government of bad to suffer under the government of bad men”men”

- Plato- Plato

Citizen Charter is for Citizen Charter is for Citizen Centric Citizen Centric Administration.Administration.

““Implementation of citizen charter is part Implementation of citizen charter is part of citizen centric administration.of citizen centric administration.

Citizen-centric AdministrationCitizen-centric Administration Reform of Institutions.Reform of Institutions. Citizen charters.Citizen charters. Right to information.Right to information. Grievance redressal.Grievance redressal. Attitudinal Changes.Attitudinal Changes. Performance Management Frame Performance Management Frame

worksworks Monitoring, Evaluation and feed Monitoring, Evaluation and feed

back.back. Social Audit.Social Audit.

Citizen Charter is Citizen Charter is forfor

Right to information Right to information

Citizen Charter.Citizen Charter.A Citizen’s Charter is the A Citizen’s Charter is the expression of an understanding expression of an understanding between citizens and service between citizens and service provider with respect to the provider with respect to the quantity and quality of services quantity and quality of services the former receive in exchange the former receive in exchange for their taxes. for their taxes.

6 Principles6 Principles 1. 1. PPublished Standards;ublished Standards; 2. 2. OOpenness and Information;penness and Information; 3. 3. CChoice and Consultation;hoice and Consultation; 4. 4. CCourtesy and Helpfulness;ourtesy and Helpfulness; 5. 5. RRedress when things go wrong;edress when things go wrong; 6 . 6 . VValue for moneyalue for money;;

CitizenCitizen The term ‘Citizen’ in the Citizen’s The term ‘Citizen’ in the Citizen’s

Charter implies the clients or Charter implies the clients or customers whose interests and customers whose interests and values are addressed by the Citizen’s values are addressed by the Citizen’s Charter .Charter .

The CustomerThe Customer

A Customer is the most important A Customer is the most important visitor in our premises. visitor in our premises. He is not dependent on us. We are He is not dependent on us. We are dependent on him.dependent on him. He is not an interruption on our He is not an interruption on our work. He is the purpose of it.work. He is the purpose of it. He is not an outsider to the He is not an outsider to the institution. He is the part of it.institution. He is the part of it. We are not doing him a favor by We are not doing him a favor by serving him. He is doing a favor by serving him. He is doing a favor by giving an opportunity to do so.giving an opportunity to do so.

To my customer…….To my customer……. I may not have the I may not have the Answer, But I will find it.Answer, But I will find it.I may not have the time, I may not have the time, But I will make it.But I will make it.

Go ExtramileGo ExtramileYou are serving a customer, not a life You are serving a customer, not a life sentence,sentence,Learn to enjoy your work.Learn to enjoy your work.

Basic RulesBasic Rules Rule .1Rule .1

Customer is always right.Customer is always right.

Rule. 2Rule. 2

In case of doubt,In case of doubt, refer rule 1.refer rule 1.

Citizen Charter.Citizen Charter.It is should be an effective tool to It is should be an effective tool to meet the right to information of meet the right to information of the citizens the citizens

Change in mindset.Change in mindset.

It is also intended to help It is also intended to help change change the mindset of the public official the mindset of the public official from someone with power over the from someone with power over the public to someone with the right public to someone with the right sense of duty in spending the public sense of duty in spending the public money money

Whether CC is legally Whether CC is legally enforceableenforceable

No. The Citizen’s Charter is not No. The Citizen’s Charter is not legally enforceable and, therefore, is legally enforceable and, therefore, is non-justiciable. However, it is a tool non-justiciable. However, it is a tool for facilitating the delivery of services for facilitating the delivery of services to citizens with specified standards, to citizens with specified standards, quality and time frame etc. with quality and time frame etc. with commitmentscommitments from the Organisation from the Organisation and its clients. and its clients.

Origin of CCOrigin of CC It was first implemented in It was first implemented in the United Kingdom by the the United Kingdom by the Conservative Government of Conservative Government of John Major in 1991 John Major in 1991

INTER NATIONAL INTER NATIONAL SCENESCENE

CITIZEN CHARTERCITIZEN CHARTERCITIZEN CHARTERCITIZEN CHARTER

Cc-Inter national Cc-Inter national scenescene

The UK’s Citizen’s CharterThe UK’s Citizen’s Charter initiative aroused initiative aroused considerable interest around considerable interest around the world and several the world and several countries implemented countries implemented similar programmes.similar programmes.


19921992

France France Service Charter.Service Charter.,.,.


19921992

Belgium Belgium Public Service Users Public Service Users

CharterCharter,,


19921992

Spain Spain THE QUALITY THE QUALITY

OBSERVATORYOBSERVATORY,,


19931993

MALAYSIA MALAYSIA THE CLIENT CHARTERTHE CLIENT CHARTER,,


19931993

PORTUGALPORTUGAL

The quality Charter in The quality Charter in Public servicesPublic services


19941994

JamaicaJamaica

The Citizen CharterThe Citizen Charter

Cc-Inter national Cc-Inter national scene.scene.

19941994

JamaicaJamaica

The Citizen Charter.The Citizen Charter.

Cc-Inter national Cc-Inter national scene.scene.

1995.1995.

Canada.Canada.

Service Standards Service Standards Initiative.Initiative.


1997.1997.

Australia.Australia.

Service Charter.Service Charter.

INDIAN INDIAN SCENARIOSCENARIO

24/5/9724/5/9724/5/9724/5/97


Cc-The Indian Cc-The Indian ScenarioScenario

At a Conference of Chief Ministers of At a Conference of Chief Ministers of various States and Union Territories various States and Union Territories held on held on 24 May, 199724 May, 1997 in New Delhi, in New Delhi, presided over by the Prime Minister of presided over by the Prime Minister of India, an India, an Action Plan for Effective Action Plan for Effective and Responsive Government”and Responsive Government” at at the Centre and State levels was the Centre and State levels was adopted. adopted.

Cc-The Indian ScenarioCc-The Indian Scenario

One of the major decisions at that One of the major decisions at that Conference was that the Central Conference was that the Central and State Governments would and State Governments would formulate formulate Citizen’s ChartersCitizen’s Charters, , starting with those sectors that starting with those sectors that have a large public interface have a large public interface

Role of DARPGRole of DARPG DDepartment of epartment of AAdministrative dministrative

RReforms and eforms and PPublic ublic GGrievancesrievances coordinates the efforts to formulate coordinates the efforts to formulate and operationalise Citizen’s Charters in and operationalise Citizen’s Charters in Central Government, State Central Government, State Governments and UT Administrations. Governments and UT Administrations.

It provides guidelines for formulation It provides guidelines for formulation and implementation of the Charters as and implementation of the Charters as well as their evaluationwell as their evaluation

www.goicharters.nic.inwww.goicharters.nic.in

A comprehensive website on Citizen’s A comprehensive website on Citizen’s Charters in Government of India has been Charters in Government of India has been developed and was launched by the developed and was launched by the DARPG on 31 May, 2002. This contains DARPG on 31 May, 2002. This contains the Citizen’s Charters issued by various the Citizen’s Charters issued by various Central Government Central Government Ministries/Departments/OrganisationsMinistries/Departments/Organisations

Compendium on Citizen’s Compendium on Citizen’s Charters in Government of IndiaCharters in Government of India

DARPG brought out a Compendium of DARPG brought out a Compendium of abridged versions of all Citizen’s Charters abridged versions of all Citizen’s Charters in Government of India in a book as well in Government of India in a book as well as in CD form on 14 May, 2003. The as in CD form on 14 May, 2003. The Compendium contains the operative Compendium contains the operative standards and quality of services standards and quality of services proposed to be provided as also the proposed to be provided as also the public grievance redressal mechanism as public grievance redressal mechanism as committed in the Citizen’s Charterscommitted in the Citizen’s Charters. .

The 9 principles of the Citizen’s The 9 principles of the Citizen’s Charter movement as originally Charter movement as originally

framed(1998) wereframed(1998) were::i. Set standards of service;i. Set standards of service;

ii. Be open and provide full information;ii. Be open and provide full information;

iii. Consult and involve;iii. Consult and involve;

iv. Encourage access and the iv. Encourage access and the promotion of promotion of choice;choice;

v. Treat all fairly;v. Treat all fairly;

vi. Put things right when they go wrong;vi. Put things right when they go wrong;

vii. Use resources effectively;vii. Use resources effectively;

viii. Innovate and improve;viii. Innovate and improve;

ix. Work with other providersix. Work with other providers..

The approach to CC.The approach to CC.

1. A partnership between people and the 1. A partnership between people and the Government;Government;

2. Citizen’s Charter is not just a concept, but 2. Citizen’s Charter is not just a concept, but a programme of action;a programme of action;

3. They are a part of democratic reforms;3. They are a part of democratic reforms;

4. Citizen’s Charters give people orientation 4. Citizen’s Charters give people orientation and customer focus;and customer focus;

5. Citizen’s Charters are a pro-active 5. Citizen’s Charters are a pro-active approach to good governance;approach to good governance;

6. Political parties, administrators, and even 6. Political parties, administrators, and even judiciary must encourage Citizen’s Chartersjudiciary must encourage Citizen’s Charters. .

PRINCIPLEPRINCIPLES.S.


6 ESSENTIAL6 ESSENTIALCOMPONENCOMPONENTSTS


6 COMPONENTS6 COMPONENTS :- :-

((i) Vision and Mission Statements;i) Vision and Mission Statements;

(ii) Details of business transacted (ii) Details of business transacted by the by the organisation; organisation;

(iii) Details of clients; (iii) Details of clients;

(iv) Details of services provided to (iv) Details of services provided to each each client group; client group;

(v) Details of grievance redressal (v) Details of grievance redressal mechanism mechanism and how to access and how to access it; and it; and

(vi) Expectations from the clients.(vi) Expectations from the clients.

ExpectatiExpectation from on from the clientthe client


‘‘expectationsexpectations from the clientsfrom the clients’’

Primarily an adaptation of the UK Primarily an adaptation of the UK model, the Indian Citizen’s model, the Indian Citizen’s Charter has an additional Charter has an additional component of ‘component of ‘expectations expectations from the clients’from the clients’ or in other or in other words ‘words ‘obligations of the users’ obligations of the users’

Evaluation of Citizen’s Evaluation of Citizen’s ChartersCharters

As on March, 2008, 1700 Citizen’s As on March, 2008, 1700 Citizen’s Charters had been formulated by Charters had been formulated by the Central /state the Central /state GovernmentGovernment GovernmentGovernment Departments/Organisations . Departments/Organisations . Evaluation of Citizen’s Charters Evaluation of Citizen’s Charters was conducted by the DARPGwas conducted by the DARPG

MAJOR MAJOR FINDINGFINDINGSS


Major findings-1Major findings-1

In majority of cases Charters In majority of cases Charters were not formulated through a were not formulated through a consultative process;consultative process;


service providers are not familiar with service providers are not familiar with the philosophy, the philosophy,

goals and goals and

main features of the main features of the Charter; Charter;


) ) In none of the departments evaluated, In none of the departments evaluated, had adequate had adequate publicitypublicity been given to the been given to the Charters. Charters.

In most Departments, the Charters In most Departments, the Charters were only in the early stages of were only in the early stages of implementation implementation


) ) No funds No funds were specifically earmarked for were specifically earmarked for awareness generation on Citizen’s awareness generation on Citizen’s Charter or for orientation of the staff on Charter or for orientation of the staff on various components of the Charter.various components of the Charter.

PROBLEMPROBLEMSSFACEDFACED


Problems faced-1Problems faced-1. . The consultation process was minimal or The consultation process was minimal or

largely absent.largely absent. It, thus, became one of It, thus, became one of the routine activities of the organisation the routine activities of the organisation and had no focus; and had no focus;

Problems faced-2Problems faced-2

In many cases, the concerned In many cases, the concerned staff were not adequately staff were not adequately trainedtrained and sensitised; and sensitised;


Transfers and reshuffles of concerned Transfers and reshuffles of concerned officers at the crucial stages of officers at the crucial stages of formulation/implementation of the formulation/implementation of the Citizen’s Charter. Citizen’s Charter.


Awareness campaigns to educate clients Awareness campaigns to educate clients about the Charter were not conducted about the Charter were not conducted systematically systematically


The concept behind the Citizen’s Charter The concept behind the Citizen’s Charter was not properly understood. Information was not properly understood. Information brochures, publicity materials, pamphlets brochures, publicity materials, pamphlets produced earlier by the organisations produced earlier by the organisations were mistaken for Citizen’s Charters.were mistaken for Citizen’s Charters.

LESSONLESSONS S LEARNTLEARNT


Lessons Learnt-1Lessons Learnt-1

As with any new effort, the Citizen’s CharterAs with any new effort, the Citizen’s Charter

initiative is bound to be looked at initially with initiative is bound to be looked at initially with

skepticism by bureaucrats as well as citizens. skepticism by bureaucrats as well as citizens.

Hence, an effective awareness campaign amongstHence, an effective awareness campaign amongst

all the stakeholders at the initial stage is all the stakeholders at the initial stage is

essential to overcome this skepticism. These essential to overcome this skepticism. These

awareness campaigns should be designed and awareness campaigns should be designed and

delivered innovatively and effectively. delivered innovatively and effectively.

implementation


The issuance of Citizen’s Charter will not The issuance of Citizen’s Charter will not change overnight the mindset of the staff change overnight the mindset of the staff and the clients, developed over a period and the clients, developed over a period of time. Therefore, regular, untiring and of time. Therefore, regular, untiring and persistent efforts are required to bring persistent efforts are required to bring about about attitudinal changesattitudinal changes. .

implementation


A new initiative always encounters A new initiative always encounters barriers and misgivings from the staff. barriers and misgivings from the staff. There is a natural resistance to change, There is a natural resistance to change, particularly among the cutting-edge staff. particularly among the cutting-edge staff.

Involving and consulting themInvolving and consulting them at at all the levels of formulation and all the levels of formulation and implementation of Citizen’s Charter will implementation of Citizen’s Charter will go a long way in overcoming this go a long way in overcoming this resistance and will made them an equal resistance and will made them an equal partner in this exercise. partner in this exercise.

implementation


) ) Instead of trying to reform all the Instead of trying to reform all the processes at once and encounter massive processes at once and encounter massive resistance, it is advisable to resistance, it is advisable to break the break the tasks into small componentstasks into small components and tackle and tackle them one at a time. them one at a time.

implementation


The charter initiative should have a The charter initiative should have a built-built-in mechanismin mechanism

for monitoring, for monitoring,

evaluating and evaluating and

reviewing reviewing

the working of the Charters, preferably the working of the Charters, preferably through an outside agency through an outside agency

implementation

DEVELOPMENT DEVELOPMENT OfOfCHARTER MARKCHARTER MARK


Development of Charter MarkDevelopment of Charter Mark

) ) In 1992, the UK Government In 1992, the UK Government introduced introduced Charter MarkCharter Mark, a scheme for , a scheme for recognising and encouraging excellence recognising and encouraging excellence in public service in public service

Development of Charter MarkDevelopment of Charter Mark To win a Charter Mark, an organisation has to To win a Charter Mark, an organisation has to

demonstrate excellence against the following demonstrate excellence against the following nine Charter Mark criteria which correspond nine Charter Mark criteria which correspond to the principles of public service delivery, to the principles of public service delivery, namely, namely,

(i) Performance Standards; (i) Performance Standards; (ii) Information and openness; (ii) Information and openness; (iii) Choice and Consultation; (iii) Choice and Consultation; (iv) Courtesy and helpfulness; (iv) Courtesy and helpfulness; (v) Putting things right; (v) Putting things right; (vi) Value for money; (vi) Value for money; (vii) User satisfaction; (vii) User satisfaction; (viii) Improvements in service quality; and (viii) Improvements in service quality; and (ix) Planned improvements and innovations.(ix) Planned improvements and innovations.

Development of Charter MarkDevelopment of Charter Mark

In India, the DARPG has identified a In India, the DARPG has identified a professional agency to develop an professional agency to develop an appropriate Charter Mark scheme. This appropriate Charter Mark scheme. This scheme will encourage and reward scheme will encourage and reward improvement in public service delivery with improvement in public service delivery with reference to the commitments and standards reference to the commitments and standards notified in the Charter. This would not only notified in the Charter. This would not only give a sense of achievement to the give a sense of achievement to the organisation to be awarded the Charter Mark, organisation to be awarded the Charter Mark, but also promote a spirit of competitiveness but also promote a spirit of competitiveness amongst various organisations that have amongst various organisations that have issued Citizen’s Charters and generate issued Citizen’s Charters and generate awareness among citizens awareness among citizens

The Kerala Scene.The Kerala Scene. In Kerala, Government had issued In Kerala, Government had issued

orders for implementing the Citizen’s orders for implementing the Citizen’s Charter and had drawn up detailed Charter and had drawn up detailed guidelines on its implementation guidelines on its implementation G.O. (Ms.) 30/99/P&ARD G.O. (Ms.) 30/99/P&ARD dt.21/12/2009dt.21/12/2009

FORMATION FORMATION OFOFTASK FORCETASK FORCE

FORMULATION OFFORMULATION OFCITIZEN CHARTERCITIZEN CHARTERFORMULATION OFFORMULATION OFCITIZEN CHARTERCITIZEN CHARTER

1.Formation of a Task Force1.Formation of a Task Force

1.1. 1-2 representatives - 1-2 representatives - top management.top management.

2.2. 2- 3 Representatives - 2- 3 Representatives - Middle Management.Middle Management.

3.3. 2 – 3 Representatives - 2 – 3 Representatives - cutting-edge level.cutting-edge level.

3.3. Representatives - Representatives - Staff Associations.Staff Associations.

5. 2 - 3 Representatives - 5. 2 - 3 Representatives - Citizen’s/ Client’sCitizen’s/ Client’s. .

Duties of Task ForceDuties of Task Force(i)(i) Identification of all clients and services. Identification of all clients and services.

(ii) Determining the standards of outputs/ services etc. (ii) Determining the standards of outputs/ services etc.

(iii) Preparation of a draft Charter and obtaining (iii) Preparation of a draft Charter and obtaining suggestions. suggestions.

(iv) Modification of draft Charter to include suggestions(iv) Modification of draft Charter to include suggestions

(v) Submission of draft Charter for consideration by the (v) Submission of draft Charter for consideration by the ‘Core ‘Core

GroupGroup

(vi) Modification of the draft Charter on the basis of (vi) Modification of the draft Charter on the basis of suggestions/ observations made by the suggestions/ observations made by the

Core Core Group on Group on Citizen’s Charter. Citizen’s Charter.

(vii) Seeking the approval of Minister In-Charge (vii) Seeking the approval of Minister In-Charge

(viii) release/ publish the Charter in public domain. (viii) release/ publish the Charter in public domain.

Drafting of CCDrafting of CC– Simple Language.Simple Language.– Easy to read- font size (12).Easy to read- font size (12).– Introduction.Introduction.– Vision and mission statement.Vision and mission statement.– About the institution-Location .About the institution-Location .– About the staff- what to expect from them.About the staff- what to expect from them.– Commitment to Standards (Time frame, Quality ).Commitment to Standards (Time frame, Quality ).– Details of Business transacted by the Organisation;Details of Business transacted by the Organisation; Details of clients; Details of clients; Details of services provided to each client group; Details of services provided to each client group; Details of grievance redressal mechanism and Details of grievance redressal mechanism and how to access it; and how to access it; and Expectations from the clients.Expectations from the clients. Feed back.Feed back.

Ingradients of a good CCIngradients of a good CC–

1 1 Focus on Customer Focus on Customer Requirements;Requirements;

– ii. Simple Language;ii. Simple Language;– iii. Service standards;iii. Service standards;– iv. Effective Remedies;iv. Effective Remedies;– v. Training;v. Training;– vi. Delegation;vi. Delegation;– vii. Feedback Mechanism;vii. Feedback Mechanism;– viii. Close Monitoring;viii. Close Monitoring;– ix. Periodic Reviewix. Periodic Review

Ingredients of a good CCIngredients of a good CC

..

1. 1. Introduction.Introduction.

..

2. 2. VisionVision

Ultimate direction in which Ultimate direction in which the Organisation seek to the Organisation seek to move.move.

3.3.MissionMission

Specific objective which Specific objective which drive the organisation in drive the organisation in tune with vision.tune with vision.

3.3.LocationLocation

Location of the organization Location of the organization or institution. or institution.

4.4.Identification of Identification of servicesservices

All sevices should be clearly All sevices should be clearly mentioned.mentioned.

5.5.Identification of levels Identification of levels of servicesof services

This would enable the This would enable the citizen the levels at which citizen the levels at which they can access a specific they can access a specific service and not to waste service and not to waste their time and energy in their time and energy in approaching wrong levels.approaching wrong levels.

6.6.Identification of Client Identification of Client groupsgroups

The charter should list out The charter should list out the services of each the services of each client group and the client group and the commitment of each of commitment of each of such services.such services.

7.7.Specification of time Specification of time limit for each service.limit for each service.

This would save the orgn This would save the orgn from undue expectation.from undue expectation.

8.8.Specification of time Specification of time frame at each level.frame at each level.

9.9.Specification of service Specification of service quality standards.quality standards.

Clear commitment on service Clear commitment on service delivery standards such as delivery standards such as

Timeliness,access,accuracy, Timeliness,access,accuracy, reliability,affordability, reliability,affordability, responsiveness, responsiveness, fairness,sensitivity and fairness,sensitivity and courtesy.courtesy.

10.10. Clear information Clear information about procedures to about procedures to

access service. access service. ..

11.11. Clear information Clear information about contact points to about contact points to obtain service benefits. obtain service benefits.

12.12. Clear information Clear information

about about IFCIFC ..


about about PG CellPG Cell ..


about about PG CellPG Cell

Time frame for PG redress,Time frame for PG redress,Time frame for Time frame for

acknowledgement.acknowledgement.Time frame for response,Time frame for response,Time frame for systematic Time frame for systematic

review, Time frame for review, Time frame for outcome of review.outcome of review.

15.15. Procedures for Procedures for inviting suggestionsinviting suggestions

Time frame for processing Time frame for processing suggestions.suggestions.

Time frame for review of Time frame for review of suggestions,suggestions,

Time frame for outcome of Time frame for outcome of review of suggestions.review of suggestions.

16.16. Procedures for Procedures for inviting suggestionsinviting suggestions

Time frame for processing Time frame for processing suggestions.suggestions.

Time frame for review of Time frame for review of suggestions,suggestions,

Time frame for outcome of Time frame for outcome of review of suggestions.review of suggestions.

17.17. Information Information about online Charterabout online Charter

18.18. Information Information about Right to about Right to information.information.

18.18. Information Information about Right to about Right to information.information.

Information about Information about information handbook.information handbook.

implementatiimplementationon


Implementation of Citizen’s Implementation of Citizen’s CharterCharter

1 1 Ensuring wide publicity of the Charter. Ensuring wide publicity of the Charter. Conduct awareness campaigns. Putting up the Conduct awareness campaigns. Putting up the Charter on the Department/ Organisation’s Charter on the Department/ Organisation’s website and sending copies to all stakeholders website and sending copies to all stakeholders and their representative associations etc. and their representative associations etc.

2 Organising training programmes, 2 Organising training programmes, workshops etc. for orientation and motivation of workshops etc. for orientation and motivation of officers and staff of the Organisation for officers and staff of the Organisation for aligning the workforce to the commitments aligning the workforce to the commitments made in the Charter so as to ensure proper made in the Charter so as to ensure proper implementation of the Citizen’s Charter. implementation of the Citizen’s Charter.

MONITORINGMONITORING


Monitoring of Citizen’s CharterMonitoring of Citizen’s Charter – 11 Set up an Integrated Performance Set up an Integrated Performance

Monitoring System and monitor Organisation’s Monitoring System and monitor Organisation’s performance vis-à-vis commitments made in performance vis-à-vis commitments made in the Charter on a regular basis and keep the the Charter on a regular basis and keep the Head of the Department informed. Head of the Department informed.

– 22 Publish data relating to performance of the Publish data relating to performance of the Organisation, vis-à-vis, commitments made in Organisation, vis-à-vis, commitments made in the Citizen’s Charter, in the Annual Report and the Citizen’s Charter, in the Annual Report and share with citizens/ clients using appropriate share with citizens/ clients using appropriate media. media.

EVALUATIOEVALUATIONN

ATTITUDEATTITUDEATTITUDEATTITUDE


Evaluation and Review of Evaluation and Review of Citizen’s CharterCitizen’s Charter

– 1 Arrange for regular internal and external 1 Arrange for regular internal and external evaluation of implementation of Citizen’s evaluation of implementation of Citizen’s Charter in the Organisation and assessment of Charter in the Organisation and assessment of the level of satisfaction among citizen/ client. the level of satisfaction among citizen/ client. Report to the Head of the Department/ Report to the Head of the Department/ Organisation on a regular basis. Organisation on a regular basis.

– 2 Based on the feedback/ assessment/ 2 Based on the feedback/ assessment/ evaluation, taking necessary steps for review/ evaluation, taking necessary steps for review/ revision of the Citizen’s Charter. revision of the Citizen’s Charter.

– 3 Ensuring that activities related to 3 Ensuring that activities related to formulation/ implementation of Citizen’s formulation/ implementation of Citizen’s Charter form a part of the Annual Charter form a part of the Annual

Evaluation Evaluation i. Evaluation must be both internal and external;i. Evaluation must be both internal and external;ii. Evaluation and monitoring are necessary for improving ii. Evaluation and monitoring are necessary for improving

standards of services;standards of services;iii. Regular evaluation and monitoring of the performance standards iii. Regular evaluation and monitoring of the performance standards

builds confidence among the users of the service and standards builds confidence among the users of the service and standards may be made more acceptable; may be made more acceptable;

iv. Evaluation can be quarterly, half-yearly or yearly. Evaluation iv. Evaluation can be quarterly, half-yearly or yearly. Evaluation must be done at least once in a year;must be done at least once in a year;

v. Evaluation report must be widely publicized within and outside v. Evaluation report must be widely publicized within and outside the organization;the organization;

vi. Evaluation enables process review and re-engineering of vi. Evaluation enables process review and re-engineering of services provided by Government Departments;services provided by Government Departments;

vii. Evaluation and monitoring is better done through vii. Evaluation and monitoring is better done through computerization and online access of information to the top computerization and online access of information to the top management to help decision making; management to help decision making;

viii. Evaluation must provide a reward system for services of staff viii. Evaluation must provide a reward system for services of staff who provide excellent service.who provide excellent service.

External EvaluationExternal Evaluation – External Evaluation has the following advantagesExternal Evaluation has the following advantages– i. Improves transparency;i. Improves transparency;– ii. Validates Internal Evaluation;ii. Validates Internal Evaluation;– iii. Helps comparison with International Standards;iii. Helps comparison with International Standards;– iv. Makes known customer expectations;iv. Makes known customer expectations;– v. Helps in fixing correct user charges and to measure v. Helps in fixing correct user charges and to measure

willingness to pay;willingness to pay;– vi. It can be undertaken by involving NGOs, vi. It can be undertaken by involving NGOs,

professional bodies, consumer activists, academic professional bodies, consumer activists, academic bodies, research institutions etc.;bodies, research institutions etc.;

– vii. Voluntary channel for external evaluation can also vii. Voluntary channel for external evaluation can also include newspaper columns as sources;include newspaper columns as sources;

– viii. An appropriate Report Card system can be viii. An appropriate Report Card system can be developed. developed.

Complaint Complaint redressal redressal systemsystem


RememberRemember

Without a good complaint Without a good complaint redressal system, Citizen’s redressal system, Citizen’s Charters have no effect. Charters have no effect. Departments should establish Departments should establish highly credible & responsive highly credible & responsive complaints procedures and complaints procedures and redressal systems.redressal systems.

Right attitude to ComplaintsRight attitude to Complaints • • Listening sympathetically to people who Listening sympathetically to people who

have felt a cause to complain;have felt a cause to complain;– • • Recognizing that complaints handling is an Recognizing that complaints handling is an

integral part both of good service and customer integral part both of good service and customer care and not a nuisance;care and not a nuisance;

– • • Understanding the benefits of good Understanding the benefits of good complaints handling and consequences of poor complaints handling and consequences of poor complaints handling and welcome complaints complaints handling and welcome complaints as an opportunity;as an opportunity;

– • • Putting things right for the citizen and to Putting things right for the citizen and to learn the lesson and improve servicelearn the lesson and improve service..

ComplaintsComplaints i. i. Be easily accessible and well publicized;Be easily accessible and well publicized;– ii. Be simple to understand and use;ii. Be simple to understand and use;– iii. Be speedy, with established time limits for action iii. Be speedy, with established time limits for action

and keeping people informed of progress;and keeping people informed of progress;– iv. Be fair, comprehensive and impartial in its iv. Be fair, comprehensive and impartial in its

investigation;investigation;– v. Be confidential, to maintain the confidentiality of v. Be confidential, to maintain the confidentiality of

both the staff and the complainant;both the staff and the complainant;– vi. Be informative, providing information to top vi. Be informative, providing information to top

management so that services can be improved;management so that services can be improved;– vii. Set out clearly the volume of complaints, broken vii. Set out clearly the volume of complaints, broken

down by different categories;down by different categories;– viii. Include an analysis of response time;viii. Include an analysis of response time;– ix. Inform the complainant of the proposed actionix. Inform the complainant of the proposed action..

ComplaintsComplaints redressal systemredressal system i. Acknowledge complaints;i. Acknowledge complaints;– ii. Designate a location to receive complaints;ii. Designate a location to receive complaints;– iii. Develop a system for record keeping;iii. Develop a system for record keeping;– iv. Process and record complaints;iv. Process and record complaints;– v. Investigate and analyze the complaints;v. Investigate and analyze the complaints;– vi. Keep the customer informed of the vi. Keep the customer informed of the

progress;progress;– vii. Periodically analyze the complaints and vii. Periodically analyze the complaints and

improve the process..improve the process..

Redress OptionsRedress Options– A recommended menu of redress options A recommended menu of redress options

could be:could be:

i. An apology;i. An apology;

ii. An explanation;ii. An explanation;

iii. Assurance that the same thing will not iii. Assurance that the same thing will not happen again, backed up by action and happen again, backed up by action and monitoring;monitoring;

iv. Action taken to put things right;iv. Action taken to put things right;

v. Financial compensationv. Financial compensation..

The Gift formulaThe Gift formula – Say “Thank you”;Say “Thank you”;– ii. Explain why you appreciate the complaint;ii. Explain why you appreciate the complaint;– iii. Apologize for mistake(s);iii. Apologize for mistake(s);– iv. Promise to do something about the iv. Promise to do something about the

problem immediately;problem immediately;– v. Ask for necessary information;v. Ask for necessary information;– vi. Correct the mistake – promptly;vi. Correct the mistake – promptly;– vii. Check customer satisfaction;vii. Check customer satisfaction;– viii. Prevent future mistakes.viii. Prevent future mistakes.

INFORMATION INFORMATION AND AND FACILITATION FACILITATION COUNTERS COUNTERS (IFC)(IFC)


IFCIFCAn integral aspect of An integral aspect of administrativereforms is related to administrativereforms is related to the speedy and easy access of the speedy and easy access of information to the public on the information to the public on the services and activities of services and activities of Government and the development of Government and the development of an appropriate Management an appropriate Management Information System in GovernmentInformation System in Government

offices offices

IFCIFCProvide information regarding services, schemes Provide information regarding services, schemes

and procedure through and procedure through

brochures,brochures,

booklets, booklets,

reports etc. reports etc.

Provide information regarding position of waiting Provide information regarding position of waiting lists and applications through computer screens lists and applications through computer screens updated every day and through computerized updated every day and through computerized query to Departmental data base.query to Departmental data base.

IFCIFC– Provide information regarding such matters as Provide information regarding such matters as

bill payments, registrations, land/house bill payments, registrations, land/house allotment etc. over the phone or personally to allotment etc. over the phone or personally to the public.the public.

– Forms which are to be utilized for various Forms which are to be utilized for various procedures should be available at the procedures should be available at the Facilitation Centre, even if the processing is to Facilitation Centre, even if the processing is to be done elsewherebe done elsewhere..

– Receive complaints, issue acknowledgment Receive complaints, issue acknowledgment slips indicating the section dealing with the slips indicating the section dealing with the complaintscomplaints..

IFCIFC– A sufficiently Senior Officer is to man the A sufficiently Senior Officer is to man the

Facilitation Centres with appropriate Facilitation Centres with appropriate orientation, capable of speaking English and orientation, capable of speaking English and local language for handling customers and local language for handling customers and knowledge of use of computers. Time limits and knowledge of use of computers. Time limits and other details should be notified through display other details should be notified through display boards at the Facilitation Centres for boards at the Facilitation Centres for completion of various procedures and for completion of various procedures and for disposal of casesdisposal of cases

IFCIFC

– Ensure easy accessibility to Facilitation Centres Ensure easy accessibility to Facilitation Centres for the average citizen through publicity for the average citizen through publicity regarding the location and hours of access. regarding the location and hours of access.

– It will also be helpful to utilise the Interactive It will also be helpful to utilise the Interactive Voice System where feasible for enquiry Voice System where feasible for enquiry response.response.

..

T.J JosephT.J Joseph

Adhikarathil.Adhikarathil.

Kottayam.Kottayam.

citizen charter..the power of people is stronger than the people in power

Business

good service

customer citizen charter

effectiveness service

service provider

particular quality of

concept of citizens

citizens satisfaction

indian citizens