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CITIZEN’S CHARTER

CITIZEN’S CHARTER. CENTRE FOR GOOD GOVERNANCE HYDERABAD. Citizen’s Charter: Objectives. Improve the quantity and quality of services rendered by Government Departments to the public Give people more choice

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CITIZEN’S CHARTER

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  1. CITIZEN’S CHARTER CENTRE FOR GOOD GOVERNANCE HYDERABAD

  2. Citizen’s Charter: Objectives • Improve the quantity and quality of services rendered by Government Departments to the public • Give people more choice • Tell people what kind of service to expect from Government and their responsibilities to facilitate the effective provision of services • Make sure people know what to do if something goes wrong in the process of service delivery

  3. Considerations of Service • Reliability – consistency in performance • Responsiveness – timely service • Credibility – having customer interest and confidence at heart • Empathy – attention to customer’s needs • Courtesy and care – physical evidence of willingness to serve

  4. The Six Principles of the Citizen’s Charter are : • Published service standards • Openness and information • Choice and consultation • Courtesy and helpfulness • Redress when things go wrong • Value for money

  5. Standards Explicit standards, published and monitored, which individual users can reasonably expect for each service. Publication of actual performance against these standards.

  6. Information and Openness Full, accurate information readily available in plain language about how public services are run, what they cost, how the public service providers perform and who is in charge.

  7. Choice and Consultation The provision of choice wherever applicable. There should be regular and systematic consultation with those who use a service. User’s views about services, and their priorities for improving them, to be taken into account in final decisions on standards.

  8. Courtesy and Helpfulness Courtesy and helpful service from public servants who will normally wear name badges. Services available equally to all who are entitled to them and run to suit their convenience.

  9. Putting Things Right • If things go wrong, an apology, a full explanation • and a swift and effective remedy. • Well publicized and easy-to-use complaints • procedures with independent review wherever • possible.

  10. Value for Money Efficient and economical delivery of public services within the resources the nation can afford. An independent validation of performance against standards.

  11. Citizen’s Charter - Key Themes • Better quality to people in every public service • People are enabled to have more choices • People are made to know what kind of service • they can expect from where and from whom • People know what to do – whom to complain, • etc. - if there are problems

  12. The Customer is Right Rule No. 1 The customer is always right. Rule No. 2 If you find the customer is wrong then return immediately to Rule 1. Stew Leonard

  13. Responsive Governance • Putting people first in all policy making, • procedure review, cost benefit analysis • May I help you – counters • Preparing customer needs analysis • Citizen Information Centres • Direct helpline • Publication of Handbooks & Guides

  14. Responsive Governance Contd….. • Come- Enquire- Submit- Receive- Leave System–Single Window (e-Facility where possible) • Call on your customers – visit them at their place • Telephone your customers, send e-mail • Write to your customers seeking their suggestions • Invite your customers to office, take them around

  15. Broad Categories of Critical Success Factors • Specific core competencies – Department • to improve efficiency, skills • Increase value – increase productivity, quality • Information technology application • People development – leadership qualities, team • building • Customer focus • Cost control – cost effectiveness, cost – benefit • analysis • Accountability

  16. Citizen’s Charter: Balanced Focus Financial Focus Citizen Focus Process Focus Human Development Focus Today & Tomorrow

  17. Accompaniments of the Citizen’s Charter • Has internal and external organizational • implications : talk of internal and external • customers • Organizations must have: clarity of vision, open, • honest and flexible culture, staff well-served • Abandonment of bureaucratic culture • Intensive, active involvement on part of senior • management and political leaders

  18. Accompaniments of the Citizen’s Charter Contd… • Customer must be central to government/ • organization philosophy • Sense of accompaniment and relevance • among down-the-line employees • Clear responsibilities for policy, implementation, • review, reporting and corrective action • Performance measurements and feedback • Decentralization • Team Work

  19. Accompaniments of the Citizen’s Charter Contd… • Organization of the consumers • Strengthen auditors and regulators • Legislative changes in relevant areas • Strong ombudsmanship • Training and awareness development for officials • Do away feeling of an all-powerful public servant

  20. Issues & Challenges of Institutionalization • Do you need a Charter? • What should be the scope? • How does it compliment other existing regulatory • instruments? • What institutional infrastructure is required and • already available? • Is a legislation required? • How do you get everyone, within and outside the • administration, to accept and commit themselves • to the idea?

  21. The Citizen Charter Process • Policy phase – decision to go in for Charter • Motivation and awareness – marketing idea • Identification of a core consultative group • Consultation with all stakeholders • Preparation of Charter • Publicity and launching of Charter • Continuous creation of awareness • Implementation plan with details • Feedback from staff and public • Review of feedback and improvements.

  22. Charter Mark Award System in UK • The Nine Criteria are : • Standards • Information & Openness • Choice & Consultation • Putting Things Right • Courtesy & Helpfulness • Value for Money • Customer Satisfaction • Measurable Improvements in Quality of Service • Innovative Enhancement to Service at no • Additional Cost

  23. The Citizen’s Charter :Improving Service Delivery • Elimination • Combination • Re-sequencing • Modification • Substitution • Outsourcing • Franchising

  24. The Spirit of Citizen’s Charter A Customer is the most important visitor on our premises. He is not dependent on us; we are dependent on him. He is not an interruption on our work; he is the purpose of it. He is not an outsider on our business; he is part of it. We are not doing him a favour by serving him; he is doing a favour by giving us an opportunity to do so. Mahatma Gandhi

  25. Thank You CENTRE FOR GOOD GOVERNANCE DR. MCR HRD IAP CAMPUS, ROAD NO. 25, JUBILEE HILLS, HYDERABAD, ANDHRA PRADESH (INDIA) Tel. No.: (+91- 40- 23541909), Fax No. (+91- 40- 23541953) E-mail: veekepi@cgg.gov.in www.cgg.gov.in

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