HPAS/Allied Mains 2022 Answer Writing Challenge Day 08: Model Answer

Question: Citizens Charter cannot be an end in itself but is rather a means to an end. What are the challenges in making citizens charter more effective & how can it be improved? (4 marks, 60 words)

Answer: 

Introduction:

Citizen’s Charter is a document which represents a systematic effort to focus on the commitment of the Organisation towards its Citizens in respects of Standard of Services, Information, Choice and Consultation, Non-discrimination and Accessibility, Grievance Redress, Courtesy and Value for Money.

This also includes expectations of the Organisation from the Citizen for fulfilling the commitment of the Organisation.

Body:

Citizen’s Charter & its implementation suffers from the following challenges-

• Limited awareness of the Charter among the public
• Poor or inadequate consultations with stakeholders and lack of citizen involvement throughout the Charter cycle
• Poor service delivery standards and under-performance
• Inadequate feedback from citizens about quality of service, limiting the impact of the Charter
• Citizen’s Charter implementation can be made better through-
• A holistic approach to publicity through press, electronic media and user involvement
• Change in the behaviour of the officers, staff through coaching, training & incentive systems
• Creating customer friendly environment in the offices
• Improved accessibility of officers and staff

Conclusion:

Citizen Charters should be strengthened across government departments so that they can become accountable not only to their customers but to themselves also. Welcoming negative feedback and removing fear from customers &  assurance that information from feedback can be used to improve services.