QUE : Mention the ethical principles on which a Citizens Charter is prepared. Also, discuss its objectives and effectiveness in India.

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

• Ethical principles on which a Citizens Charter is formulated.
  

•  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 at providing the right services in return for the taxpayers’ money.
•  Accountability : It ensures accountability of the individuals and institutions concerned.
• Transparency : There is transparency in terms of rules, procedures, schemes and complaints.
  
•  The objectives of the Citizens Charter as outlined by the Department of Administrative Reforms and Public Grievances (DARPG) are as follows:
  

• To establish a citizen-friendly system: To promote peace by focusing on the commitment of the institution towards the citizens.
  
•  To ensure accountability: To hold the institutions or officials working for public service accountable for their duties.
  
• To empower the citizens: To remove the difficulties faced by the citizens in getting their work done in public offices and availing the benefits of public services.
  
• The Citizens Charter has increased the participation of the common man in the efficient functioning of the institution by making the citizens aware of the objectives and goals of the institution. Moreover, it has helped in reducing corruption by ensuring transparency and accountability and can be considered as a successful attempt towards developing a system that promotes good governance.
  

• However, there are some shortcomings in terms of its effective implementation, which are as follows.
• Lack of inclusive framework: The Citizens Charter has become a ‘one size fits all’ document.

•  Not all stakeholders are consulted.
•  Unresponsive and untrained staff: Lack of innovation in the charters 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 hurdles: Frequent transfers and reshuffles of the concerned officers at the crucial stage of drafting and implementation of the Charter of Citizens hinders its progress.
• Vulnerable people are deprived of the benefits of the service due to language barriers and legal complexities.
  

                        The Citizens Charter essentially focuses on the rights of the public and the responsibilities of public servants. The charters should be redesigned, re-engineered and restructured as per the needs of the time after surveying the shortcomings in it.