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Develop Citizens / Clients Charter (CCC) for Government Departments

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Perception about performance of a government depends not only on achieving the promised results but also on the quality of interface with its citizens and clients. As they say in the private sector, customer is king. Similarly, citizens and clients of the government are also kings.

Most governments want to be citizen-centric but are not able to convert their intentions into concrete action. Our group has the experience of designing one of the most sophisticated systems of Citizens’/Clients’ Charter in the world.

A Citizens’/ Clients’ Charter is a written declaration by a Government department that highlights the standards of service delivery that it subscribes to, availability of choice for consumers, avenues for grievance redress and other related information. In other words, it is a set of commitments made by a department regarding the standards of service which it delivers.

Though not enforceable in the court of law, the Citizens’/ Clients’ Charter is intended to empower citizens and clients so that they can demand committed standards of service and avail remedies in case of non-compliance by service providing organizations. The basic thrust of the Citizens’/ Clients’ Charter is to render public services citizen centric by making them demand driven rather than supply driven.

We can assist not only in the design and implementation of CCCs but also facilitate third party evaluation for greater credibility and wider acceptance.

 

Compendium of Citizens’/Clients’ Charter

CCC in Government of India

Background and Purpose

The Prime Minister approved the outline of a "Performance Monitoring and Evaluation System (PMES) for Government Departments" vide PMO I.D. No. 1331721/PMO/2009-Pol dated 11.9.2009. Under PMES, each department is required to prepare a Results-Framework Document (RFD). A RFD provides a summary of the most important results that a department/ministry expects to achieve during the financial year.

The High Power Committee (HPC) on Government Performance chaired by the Cabinet Secretary decided that all RFDs for 2010-11 will include the following madatory success indicators:

Manadatory Success Indicators Unit Weight Target/ Criteria Value
Excellent (100%) Very Good (90%) Good (80%) Fair (70%) Poor (60%)
Create a Sevottam compliant system to implement, monitor and review Citizen's Charter Date 1% Dec. 30 2010 Jan, 10 2011 Jan, 15 2011 Jan, 20 2011 Jan, 25 2011
Create a Sevottam compliant system to redress and monitor public grievances Date 1% Dec. 30 2010 Jan, 10 2011 Jan, 15 2011 Jan, 20 2011 Jan, 25 2011
Independent Audit of Implementation of Citizen's Charter % 1% 100 95 90 85 80
Independent Audit of Implementation of Public Grievance Redressal System % 1% 100 95 90 85 80

The purpose of these Guidelines is to provide guidance to Ministries/ Departments to design and implement Citizen's/ Client's Charter and Grievance Redress Mechanism for Sevottam compliance.

Concept of Citizen's/ Client's Charter

The Citizen's/ Client's Charter is a written declaration by a Government department that highlights the standards of service delivery that it subscribes to, availability of choice for consumers, avenues for grievance redress and other related information. In other words, it is a set of commitments made by a department regarding the standards of service which it delivers.

Though not enforceable in court of law, the Citizen's/ Client's Charter is intended to empower citizens and clients so that they can demand committed standards of service and avail remedies in case of non-compliance by service provider organizations. The basic thrust of the Citizen's/ Client's Charter is to render public services citizen centric by making them demand driven rather than supply driven.

 

Other Guidelines