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The Citizen’s Charter was a British political initiative launched by the then Prime Minister, John Major, on 22 July 1991. It aimed to improve public services in the UK by:
• Making administration accountable and citizen friendly.
• Ensuring transparency and the right to information.
• Taking measures to cleanse and motivate civil service.
• Adopting a stakeholder approach.
• Saving time of both executant and the clientele.
One part of the initiative was the granting of “Charter Marks” to those public bodies meeting defined standards.
In India the main objective of the exercise to issue the Citizen's Charter of an organisation is to improve the quality of public services. This is done by letting people know the mandate of the concerned Ministry/ Department/ Organisation, how one can get in touch with its officials, what to expect by way of services and how to seek a remedy if something goes wrong. The Citizen's Charter does not by itself create new legal rights, but it surely helps in enforcing existing rights.
Bilaspur Municipal Corporation Citizen Charter (2011): ENGLISH HINDI
FAQ: CITIZENS' CHARTERS IN GOVERNMENT OF INDIA
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