QUE: Mention the ethical principles on the basis of which the Bill of Rights is framed. Also, discuss its objectives and effectiveness in India.

The concept of a Citizens’ Charter establishes trust between a service provider and its users. A Citizens’ Charter outlines the service commitment of organizations or service providers to provide quality, high-standard services, including mechanisms for grievance redressal.

• The moral principles upon which the Bill of Rights is framed.

• Quality: It focuses on improving the quality of services by setting adequate standards. It also clarifies what to expect and how to act if the set standards are not met.
• Choice: Making services more accessible by providing different options.
• Fairness: It aims to provide appropriate services in return for taxpayers’ money.
• Accountability: It ensures the accountability of the individuals and institutions concerned.
• Transparency: There is transparency in terms of rules, procedures, schemes and complaints.

• The purpose of the Citizens Charter as outlined by the Department of Administrative Reforms and Public Grievances (DARPG) is as follows:

• Establishing a citizen-friendly system: Promoting good governance by focusing on the commitment of the institution towards the citizens.
• Ensuring accountability: Holding institutions or officials working for public service accountable for their duties.
• Empowering citizens: Removing the difficulties faced by citizens in getting their work done in public offices and availing public services.
• Citizens’ Charter has increased the participation of the common man in the efficient functioning of the institution by making the citizens aware of the aims and objectives of the institution. Moreover, it has helped in reducing corruption by ensuring transparency and accountability and can be considered as a successful effort towards developing a system that promotes good governance.

• However, there are some shortcomings in terms of its effective implementation, as follows:

• Lack of inclusive framework: The Citizens Charter has become a ‘one size fits all’ document.
• Not all stakeholders are consulted.
• Insensitive and untrained staff: Lack of innovation in the Charter is observed due to lack of skilled officers.
• Insufficient publicity of the Charter: The Citizens Charter has not been given the necessary publicity in most of the departments.
• Bureaucratic Obstacles: Frequent transfers and reshuffles of concerned officials at crucial stages of drafting/implementing the Civil Rights Act hamper its progress.
• Vulnerable people are deprived of the benefits of services due to language barriers and legal complexities.

The Bill of Rights essentially focuses on the rights of the public and the responsibilities of public servants. The Bill of Rights should be redesigned, re-engineered and restructured according to the needs of the time after surveying its shortcomings.