Problems faced in implementation of Citizen’s charter:

 

  • One size fits all: Tendency to have a uniform CC for all offices under the parent organization. CC have still not been adopted by all Ministries/Departments. This overlooks local issues.
  • Silo operations: Devoid of participative mechanisms in a majority of cases, not formulated through a consultative process with cutting edge staff who will finally implement it.
  • Non-Dynamic: Charters are rarely updated making it a one-time exercise, frozen in time.
  • Poor design and content: lack of meaningful and succinct CC, absence of critical information that end-users need to hold agencies accountable.
  • Lack of public awareness: only a small percentage of end-users are aware of the commitments made in the CC since effective efforts of communicating and educating the public about the standards of delivery promise have not been undertaken.
  • Stakeholders not consulted: End-users, Civil society organizations and NGOs are not consulted when CCs are drafted. Since a CC’s primary purpose is to make public service delivery more citizen-centric, consultation with stakeholders is a must.
  • Measurable standards of delivery are rarely defined: making it difficult to assess whether the desired level of service has been achieved or not.
  • Poor adherence: little interest shown by the organizations in adhering to their CC. since there is no citizen friendly mechanism to compensate the citizen if the organization defaults.