Citizens Charter
A Guide to Developing and Implementing a Citizen's Charter
A Guide to Developing and Implementing a Citizen's Charter
A Guide to Developing and
Implementing a Citizen's Charter
CENTRE FOR GOOD GOVERNANCE
K n o w l e d g e l Te c h n o l o g y l Pe o p l e
Dr. MCR HRD IAP Campus, Road No. 25 Jubilee Hills,
Hyderabad-500 033. Andhra Pradesh (India).
CENTRE FOR GOOD GOVERNANCE
K n o w l e d g e l Te c h n o l o g y l Pe o p l e
A Guide to Developing and Implementing a Citizen's Charter
A Guide to Developing and Implementing a Citizen's Charter
No part of this book may be reproduced in any form without permission
CONTENTS
in writing from the publisher, except by a reviewer or a research scholar who may quote brief passages in a review in a magazine or a newspaper
Introduction
1
or for research purposes as the case may be.
Background
1
Why have a Citizen's Charter?
3
What are the components of a Citizen's Charter?
4
How to develop and implement the Charter?
9
Copyright © CGG 2003
Appendix 1
:
Suggested Content for a Charter
21
Appendix 2
:
Flowchart on the Main Features of
Developing a Charter
23
Appendix 3
:
Citizen's Charter: Implementation of
Recommendations
25
Appendix 4
:
A Model Citizen's Charter Feedback Form
28
Appendix 5
:
Citizen's Charter Score Card
31
Printed and published by the Executive Director, Centre for Good
Governance, Dr MCR HRD IAP Campus, Road No. 25, Jubilee Hills,
Hyderabad 500 033.
CENTRE FOR GOOD GOVERNANCE
K n o w l e d g e l Te c h n o l o g y l Pe o p l e
A Guide to Developing and Implementing a Citizen's Charter
A Guide to Developing and Implementing a Citizen's Charter
A Guide to Developing and Implementing a
Citizen's Charter
1
Introduction
This guide has been developed in response to the evaluation of the
Citizen's Charter undertaken by the Centre for Good Governance between May and July 2002. It incorporates lessons learned from the evaluation and seeks to provide a practical guide to
A Guide to Developing and Implementing a Citizen's Charter
A Guide to Developing and
Implementing a Citizen's Charter
CENTRE FOR GOOD GOVERNANCE
K n o w l e d g e l Te c h n o l o g y l Pe o p l e
Dr. MCR HRD IAP Campus, Road No. 25 Jubilee Hills,
Hyderabad-500 033. Andhra Pradesh (India).
CENTRE FOR GOOD GOVERNANCE
K n o w l e d g e l Te c h n o l o g y l Pe o p l e
A Guide to Developing and Implementing a Citizen's Charter
A Guide to Developing and Implementing a Citizen's Charter
No part of this book may be reproduced in any form without permission
CONTENTS
in writing from the publisher, except by a reviewer or a research scholar who may quote brief passages in a review in a magazine or a newspaper
Introduction
1
or for research purposes as the case may be.
Background
1
Why have a Citizen's Charter?
3
What are the components of a Citizen's Charter?
4
How to develop and implement the Charter?
9
Copyright © CGG 2003
Appendix 1
:
Suggested Content for a Charter
21
Appendix 2
:
Flowchart on the Main Features of
Developing a Charter
23
Appendix 3
:
Citizen's Charter: Implementation of
Recommendations
25
Appendix 4
:
A Model Citizen's Charter Feedback Form
28
Appendix 5
:
Citizen's Charter Score Card
31
Printed and published by the Executive Director, Centre for Good
Governance, Dr MCR HRD IAP Campus, Road No. 25, Jubilee Hills,
Hyderabad 500 033.
CENTRE FOR GOOD GOVERNANCE
K n o w l e d g e l Te c h n o l o g y l Pe o p l e
A Guide to Developing and Implementing a Citizen's Charter
A Guide to Developing and Implementing a Citizen's Charter
A Guide to Developing and Implementing a
Citizen's Charter
1
Introduction
This guide has been developed in response to the evaluation of the
Citizen's Charter undertaken by the Centre for Good Governance between May and July 2002. It incorporates lessons learned from the evaluation and seeks to provide a practical guide to