Citizens Charter

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Citizens Charter

• A Presentation byS.Krishnan, Director,Consumer
  Coordination Council20th August 2004

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In 1947 we became Independent

• In 1952
• We Declared Ourselves to be a
• Sovereign Secular Socialistic
• Democratic Republic

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In1997We Celebrated the Golden Jubilee of
OurIndependence

• In 2002
• We Celebrated the
• Golden Jubilee of
• Our Republic

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BUT WHAT HAVE WE AS CITIZENS GOT IN THESE 50 TO
57 YEARS?
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Let us first askWhat is Democracy?

• It is defined as Government
• OF the people
• BY the people
• FOR the people

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Let us answer some further Questions.

• Is our Democracy Of the people?
• Answer can be Yes because our election system
  is fairly good.
• Is it By the people?
• For the same reason the answer can be again Yes.

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Is our DemocracyFor the people?

• Looking at the state of our Public Utilities
  Govt. managed Services across the country an
  honest
• answer to this question cannot be an unqualified
  and categorical Yes

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This is NOT because

• Government is inherently
• apathetic or lacks concern for the people.
• On the other hand it has innumerable programmes
  for the benefit of the people

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It is because

• Little effort has been made either by Government
  or by organised groups of Citizens to make the
  Governmental Machinery
• More Citizen Friendly

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Or perhaps it is because

• The Citizens have not been able to overcome their
  inherited Colonial passivity, fear cynicism.
• MORE IMPORTANTLY
• They think they do not have the power, knowledge
  and initiative to demand better service and
  public accountability.

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In the meanwhile

• The Governmental Machinery has become so
  impersonal, in its approach,as to appear
  unresponsive to the
• needs of the people

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. There is no Accountability or
Transparency . There has also been little or
no Public participation in the
Formulation of Policies by Government

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What the Citizens need therefore is

• An organised attempt to
• Build public opinion
• Bring the Citizens together on these issues
• Make those in authority appreciate the needs of
  the Citizens

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So, what should be done to make theGovernment
really FOR the people?

• The Answer lies
• In
• CITIZENS CHARTER

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What is Citizens Charter?

• It is about giving more power to the Citizens
• It is not a Recipe for more State action
• It is a testament to the belief in the Peoples
  right to be informed and choose for themselves
  

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Citizens Charter emphasises thatFar too long,
the Providerhas dominatedNow it is the turn of
the Userand thatInstitutional level systemic
changes are required-Not Ministerial
announcements.
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It is seldom realised that Government too has
customers

• Who pay for all Public Services through taxes
• They have therefore every right to expect quality
  service-responsive to their needs-which are
  provided efficiently at a reasonable cost

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It is therefore time to change,It is also time
to shift from top down bureaucracy,To an
entrepreneurial GovernmentThat empowers
citizens communities and encourages them, To
participate in the decision making process.
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There should be a Comprehensive Performance
AnalysisThrough a participative programme
betweenPublic Utilities, Governmental Agencies
themselves and The Citizens who use them
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• Performance should be judged against well laid
  down and well publicised basic minimum standards
  involving various categories of users
• Citizens Charter therefore sees Public Utilities
  Services through the eyes of those who use them

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• Citizens Charter is meant to be a tool kit of
  initiatives and ideas to raise standards,in the
  way most appropriate to each service.
• It believes that, there is a well-spring of
  talent,energy,care and commitment in our Public
  Services Utilities

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Citizens Charter aims to release these excellent
qualities to ensure services in which the
citizens can have confidence and the Public
servants Managers can have pride
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Citizens Charter DemandsI. Accountability

• It is the answerability of the man behind the
  counter
• He should not be anonymous. Every employee whose
  duties involve public contact must wear a name
  badge

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3.It holds both individuals and organisations
responsible for performance, measured
objectively4.It applies equally to all levels
of Govt.-viz.the Centre, State, District, Local
Bodies and Panchayats, as also other agencies
delivering Public Services to Citizens
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Citizens Charter DemandsII.Measurement of
Performance

• 1.By setting Standards-Citizens must know what
  service standards are be able to act if service
  is deficient or unacceptable
• 2.By ensuring Quality- And a commitment for
  improving Quality of Public Utilities Services

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3.By providing Choice- Choice wherever possible
between competing providers, is the best spur to
Quality improvement.4.By providing
Value-Citizens have a right to expect that Public
Services Utilities give Value for Money, within
a tax bill, the Nation can afford
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Citizens Charter Demands III. Transparency

• Through availability of relevant information in
  understandable and simple language
• Providing easy access to such information
• Simple rules and procedures

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4.Efficient and well publicised Grievance
redressal system5.Names addresses with telephone
numbers. who can be approached if things go
wrong6.Streamlined Complaint handling system
with provision of immediate acknowledgement and
time bound reply
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To Sum UpThe Basic Principles ofCitizens
Chartercan be identified as indicatedin the
subsequent slides
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1.Set Standards of ServiceSet clear standards
of Service that users can expectmonitor and
review performanceand publish the results,
following independent validation where possible
to instill confidence in the users.
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2 Be open and provide full informationBe open
and communicate clearly and effectively in plain
language and provide full information about
services, their cost and how well they
perform.Respect Right to Information and be
ready to respond positively
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3.Consult and InvolveConsult and involve
present and potential users of Public Services as
well as those who work in themand use their
views to improve the Service provided.
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4.Encourage access and the promotion of
choiceMake Services easily available to every
one who needs them, including using technology to
the full, and offering choice wherever possible

continued-----------
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Continued from previous slidePromote easy
physical access to physically handicappedProvide
signage and directions that can be easily
understoodHave flexible hours to suit
usersMake more use of telephone to answer
queries and deliver servicesMake full use of
modern Internet facilities

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5.Treat all fairlyTreat all people fairly
regardless of race,religion,sex,age or ability
respect their privacy and dignitybe helpful and
courteous pay attention to those with special
needs
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6.Put things right when they go wrongPut
things right quickly and effectivelylearn from
complaints have a clear,well publicised easy to
use complaints procedure with independent
reviewComplaints must be encouragedand not
feared
continued--------------
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Continued from previous slideComplaints provide
valuable information regarding performance and in
identifying potential weaknesses and
problemsAll complaints should be dealt with
promptly and redressal monitored Complainants
must be informed on action taken
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7.Use resources effectivelyTo provide value
for money for tax payers and usersBalance
between efficiency and effectiveness-Quality must
not be sacrificed for savingsShare information
with users in case of constraints
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8.Innovate and Improve.Continuously look for
ways to improve the Services and
facilitiesEncourage creativity and the pursuit
of excellence by inviting suggestions from
front-line staff and feedback from
usersContinuously strive using new technology
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Some further thoughtsPublic Services are
generally monopolisticIn the absence of Choice
Citizens must use their VoiceAn aware Citizen
will help drive out the bad and encourage the
goodDont view consumers as mere complainants
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Things do go wrong and if Citizens dont
complain confusion will prevail, inefficiency
will go unchecked, errors will remain
uncorrected, official arrogance will continue
unrestrained and injustice will become accepted.
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Some Basic Principles of effectiveComplaints
SystemsEasily accessible and
publicisedSimple to understand and useSpeedy
effective with time limitsFair with impartial
investigationConfidential handlingEffective
in providing redressProvide correction for
future
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Three things stand in the way for changeFear-
Of recriminationApathy- Getting ones own work
done some how or the other and not bothering
about the systemCynicism- Lack of confidence
in the systemnothing will happen even if
complaint is lodged
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In the present system neither good work can be
rewarded nor sloppy work or deficiency
punishedOur system does not provide easy fixing
of responsibility for lapsesThere are no bench
marks for judging performanceEven if complaints
are made there is no feed back on action taken
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• Three Suggestions for Immediate
• Action to Establish
• The Bonafides of the Delhi Government
• For Implementing
• The Essential Principles of
• The Citizens Charter-
• Suggestions which do not cost any money

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Declare that with immediate effect

• All Citizens Letters shall be acknowledged
  within a week
• All Citizens Letters will be replied within one
  month or say at most 45 days.
• Every Official who has public contact shall wear
  a name badge

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However framing of Citizens Charter is not the
end of the exercise

• It has to reach and be accepted at the Cutting
  Edge level of delivery of services.
• Attitudinal changes and Motivation must be
  inculcated from top to bottom.
• Continued---

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• Evaluation procedures have to be put in place
• both internally and
• Externally through regular feedback from the
  public
• Benchmarks of Performance need to be identified
  for every service
• both for individual Performance
• Collective achievement
• Continued---

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• Charter mark system based on overall Performance
  have to be developed for each Organisation
• Results of periodic Performance w.r.t. to
  targets should be made public
• Standards as fixed should be continuously
  monitored for improvement
• Above all there must be a commitment from top to
  bottom in each Organisation for successful
  implementation of Charter Principles.

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Thank youI am now open toQuestions