64.

Citizen’s/Client’s Charter-

Citizen‟s/Client‟s Charter are required to be maintained by all the

Ministries/Departments/Offices of the Government of India and the State/Union
Territory Governments also and prominently display it on the Website, on a Notice
Board of the Information Facilitation Centre. Citizen‟s Charter is a document which
represents a systematic effort to focus on the commitments of the Organization
towards its Citizens in respect of the Standards of services, information, choice &
consultation, non-discrimination & accessibility, redress courtesy and value for
money. It is also said as a tool for facilitating delivery of services to citizens with
specified standards, quality and time frame etc. with commitments of the
organization towards its clients.

A good Citizen‟s Charter should have the following components:-

(i) Vision and Mission Statement of the Organization.

(ii) Details of the Business transacted by the Organization.

(iii) Details of „Citizens‟ or „Clients‟

(iv) Statement of service including standards, quality, time frame etc. p54rovided
to each Citizen/Client group separately and how/where to get the services.

(v) Details of Grievance Redress Mechanism and how to access it.

(vi) Expectations from the „Citizens‟ or „Clients‟.

(vii) Additional commitments such as compensation in the event of failure of

service delivery.

The format for preparing Citizen Charter is available on the SEVOTTAM

Manual of the Department of Administrative Reforms & Public Grievances
(www.darpg.in).
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