Though Citizens’ charters have been formulated by many public service delivery organizations, there is no corresponding improvement in the level of citizens’ satisfaction and quality of services being provided. Analyse.

Theme

T105 Citizens' Charter & citizen-centric administration

What UPSC asks in this theme

A repeated question: the Citizens' Charter looks ideal but has not improved satisfaction. UPSC asks for its limitations and measures to make it work.

What to cover

• Origin (UK 1991) and India's adoption (1997)
• Limitations: no legal backing, no consultation, no grievance redress, poor awareness, rigid
• Sevottam model and its components
• Right to Services Acts in states
• Grievance redress: CPGRAMS

Writing the answer

• Problem-solution format; cite 2nd ARC and Sevottam

These notes are for the whole theme, built from all 3 of its PYQs. UPSC does not publish model answers.