Presentation on Citizen Charter. pptx ...

law based presentation

1. Citizen Charter

2. What is a Citizen’s Charter? A citizen’s charter is a document that specifies and publicizes the service related commitments of an organization to the citizens . British political initiative Jhon Major, British PM 22 July, 1991

3. Citizen Charter It is a written declaration by service providers towards its citizens regarding: Standard of service delivery; Availability of information; Availability of choice for consumers; Non-discrimination and accessibility; Avenues for grievance redress

4. 4 Why Citizen’s Charter required ? Effective tool to ensure transparency and accountability Recognized governance tool to improve the quality of services Address the needs of citizens’ rights Improve service delivery process Part of democratic reforms Ensure citizens participation Set clear standards of performance

5. i .        Focus on Customer Requirements; ii.       Simple Language; iii.      Service standards; iv.      Effective Remedies; v.       Training; vi.      Delegation; vii.     Feedback Mechanism; viii.     Close Monitoring; ix.      Periodic Review. The elements of a good citizen charter

6. Collect information on service standard that achieved or can be achieved by the organization Plan for stakeholder consultation on service standards of the organization and its agencies Receive inputs through stakeholder consultation Consolidate internal information and stakeholder consultation results Prepare Citizen Charter and get approval Publish Charter in Public domain Periodic Review and ensure implementation Process of developing of a Citizen’s Charter

7. Citizen’s Charter in Bangladesh The thought of Citizen’s Charter is the direct outcomes of the recommendations given by Public Administration Reform Commission (PARC) in 2000 Bangladesh introduced citizen charter in 2007 Circular from Cabinet Division, 2007; Inclusion of CC in the Secretariat Instruction in 2014 ‘ Sarkari Chakori Ain, 2018

8. 25 January 2025 8

9. 25 January 2025 সরকারি চাকুরি আইন ২০১৮

10. 25 January 2025 সরকারি চাকুরি আইন ২০১৮

11. Responsibilities of Focal Point Updating citizen charter time to time; coordination among service providers; monitoring; Organize stakeholders meeting; set example of best practices; Reporting to the higher authority/ ministry/cabinet division

12. Expectations from service Recipients Submission of a complete application; Waiting for the certain time No persuasion up to stipulated time

13. Grievances Redress System Grievance redress officer; Appeal officer; Grievance Management Cell in the Cabinet Division;

14. Most of the cases Charters are not formulated through a consultative process Some service providers are not familiar with the philosophy, goals and main feature of the Charter The concerned staffs are not adequately trained and sensitized Some service providers are not motivated to accept the new initiatives Challenges

15. Most of the Citizen’s Charter are publicized on the website but not properly. Citizen’s Charter is not reviewed regularly; All the services are not included in the Citizen’s Charter Most of the service recipients are ignorant about the charter. The charters are mainly producer-dominated and far away to achieve in reality. Challenges (cont’d)

16. Thank you