Implementation of citizen charter in India

  • In India, the concept of citizen’s charter was first adopted at a ‘Conference of Chief Ministers of various States and Union Territories’ held in May 1997 in the national capital.
  • A major outcome of the conference was a decision to formulate Citizen’s Charters by the central and state governments, beginning with sectors with a large public interface such as the railways, telecom, posts, PDS, etc.
  • The Indian model of citizen’s charter is an adaptation from the UK model. One additional component of the charter in the Indian version is the inclusion of the point ‘expectation from clients.
  • The Right of Citizens for Time Bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011 (Citizens Charter) was introduced in the Lok Sabha in December 2011. It was referred to a Standing Committee which submitted its report in 2012. The bill, however, lapsed due to the dissolution of the Lok Sabha in 2014.