Theme T105 · Governance

Citizens' Charter & citizen-centric administration

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What UPSC asks

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

Prepare these

• 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

Answer writing

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

Directive words in these PYQs: Identify (2), Suggest (2), Analyse (1).

Linked themes

Builds on: study these first

These come earlier in the roadmap. Questions in this theme use them.

Syllabus lines covered

• GS2-L15 — Important aspects of governance, transparency and accountability, e-governance- applications, models, successes, limitations, and potential; citizens charters, transparency & accountability and institutional and other measures.

All 3 PYQs, newest first

1. GS2202415 marks · 250 wordsGS2-GOV-07-M2024-Q16

   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.

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2. GS22018GS2-GOV-07-M2018-S02

   The Citizens’ Charter is an ideal instrument of organizational transparency and accountability, but it has its own limitations. Identify the limitations and suggest measures for greater effectiveness of the Citizens’ Charter.

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3. GS22013GS2-GOV-07-M2013-S02

   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.

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