A citizen’s charter is a document or initiative that outlines the rights, entitlements, and expectations of citizens regarding public services provided by government agencies or organizations.
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Its primary purpose is to promote transparency, accountability, and good governance.
Typically, a citizen’s charter includes information about the services offered, service standards, timelines for service delivery, procedures for grievance redressal, and mechanisms for feedback and evaluation. By clearly stating citizens’ entitlements, the charter empowers them and holds public service providers accountable for efficient and effective service delivery.
The citizen’s charter acts as a communication channel between the government and its citizens, fostering greater awareness, understanding, and citizen participation. It cultivates a customer-centric approach to public service and helps build trust between citizens and government institutions. Citizen’s charters are commonly implemented in sectors such as healthcare, education, transportation, and public utilities, where the quality and accessibility of services directly impact citizens’ lives.