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Highlighting their significance, discuss the issues with Citizen’s Charter in India.

Topic: Citizen’s Charters

7. Highlighting their significance, discuss the issues with Citizen’s Charter in India.(250 words)

Reference: Ethics, Integrity and Aptitude by Lexicon Publications

Why the question:

The question is premised on the concept of citizen’s charter; its importance and issues associated with it.

Key Demand of the question:

Discuss briefly the concept of citizen’s charter, its significance and bring out the associated issues while suggesting solutions to address the same.


Discuss – This is an all-encompassing directive – you have to debate on paper by going through the details of the issues concerned by examining each one of them. You have to give reasons for both for and against arguments.

Structure of the answer:


Define citizen’s charter; A Citizen’s Charter is a document of commitments made by an organization regarding the delivery of services to citizens with specified standards, quality and time frame. It seeks to make an organisation transparent, accountable and citizen friendly. The 2nd Administrative Reforms Commission describes it as a tool to ensure that the citizen is always at the heart of any service delivery mechanism.


Introduce by defining Citizen’s Charter and its objective.

 Proceed to discuss the significance of Citizen’s Charter – It enshrines trust between the service provider and its users, It ushers in a regime of transparency and openness, enhances administrative efficiency and promotes good governance, helps to enhance the quality of the services to be provided etc.

Analyse the issues facing Citizen’s Charter in India such as – Non-existent and out-dated Charters, Bureaucratic rigidity, Unrealistic targets, Lack of awareness amongst citizens etc. among others.


Conclude by suggesting a way forward.