The Citizens' charter has been a landmark initiative in ensuring citizen-centric administration. But it is yet to reach its full potential. Identify the factors hindering the realisation of its promise and suggest measures to overcome them.

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.