- Wide consultation process: CC be formulated after extensive consultations within the organization followed by a meaningful dialogue with civil society.
- Participatory process: Include Civil Society in the process: to assist in improvement in the contents of the Charter, its adherence as well as educating the citizens about the importance of this vital mechanism.
- Firm commitments to be made: CC must be precise and make firm commitments of service delivery standards to the citizens/consumers in quantifiable terms wherever possible.
- Redressal mechanism in case of default: clearly lay down the relief which the organization is bound to provide if it has defaulted on the promised standards of delivery.
- One size does not fit all: formulation of CC should be a decentralized activity with the head office providing only broad guidelines.
- Periodic updation of CC: preferably through an external agency.
- Fix responsibility: Hold officers accountable for results: fix specific responsibility in cases where there is a default in adhering to the CC.
Recommendations of Indian Institute of Public Administration (IIPA):
- Need for citizens and staffto be consulted at every stage of formulation
- Orientation of staffabout the salient features and goals/ objectives of the Charter
- Need for creation of database on consumer grievances and redress.
- Need for wider publicity of the Charter
- Earmarking of specific budgets for awareness generation
