Question
Download Solution PDF2. The Citizens’ Charter is based on the following principles :
(a) Wide publicity on the standards of performance of public agencies
(b) Assured quality of services
(c) Access to information
(d) Simplified grievance redressal
Answer (Detailed Solution Below)
Detailed Solution
Download Solution PDFThe correct answer is - Option 2: (a), (b), (c) and (d)
Key Points
- The Citizens' Charter is a document that outlines the commitments of public service organizations to deliver specific standards of service.
- The correct answer includes the following principles:
- Wide publicity on standards of performance (Point (a)): Ensures that citizens are informed of the standards they can expect from public services.
- Assured quality of services (Point (b)): Guarantees that public services maintain a consistent and reliable quality in their delivery.
- Access to information (Point (c)): Promotes transparency by making information about services and processes easily available to the public.
- Simplified grievance redressal (Point (d)): Focuses on creating user-friendly mechanisms for citizens to lodge complaints and seek resolution effectively.
- Thus, all four principles—(a), (b), (c), and (d)—are fundamental to the Citizens' Charter.
Additional Information
- Origin of the Citizens' Charter:
- The concept of the Citizens' Charter originated in the United Kingdom in 1991 under the initiative of then-Prime Minister John Major.
- It was designed to improve public services by focusing on the needs of citizens and ensuring accountability.
- Key Components of a Citizens' Charter:
- Vision and mission: Defines the purpose and objectives of the organization delivering public services.
- Standards of service: Specifies measurable benchmarks for service delivery.
- Grievance redressal mechanisms: Provides clear procedures for addressing complaints and resolving issues.
- Expectations from citizens: Outlines the responsibilities of citizens in ensuring effective service delivery.
- Implementation in India:
- The Citizens' Charter framework was introduced in India in 1997 as part of administrative reforms.
- It is widely adopted by various government departments and organizations to enhance transparency, accountability, and service quality.
Last updated on Jun 9, 2025
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