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Citizen Charter

Citizen Charter

Citizen Charter is a document or declaration made through the participation of the people in the initiative of a service organization to improve the quality of service, in which the service provider will provide what kind of service, what amount will be provided, and within what time period. A detailed description of what services will be provided, how much it will cost, and where and by what process people can file complaints for redressal of inadequate services. In other words, citizen charter is a type of understanding between people and service providers about the quality of government services, which reflects the expectations of the people and the commitment of service providers.

 Why Citizen Certificate?

The main objective of promulgation of civic charter is to facilitate access to government services and to improve the quality of services. Four main objectives of citizen services can be identified-

Firstly, through the participation of the people, determining the quality of the service in accordance with their expectations and re-determining it regularly with their opinions, so that it is possible to continuously improve the quality of the service and make the service more people-friendly.

Second, empowering people by providing them with information about their entitlements so that they can demand those rights from service providers and ensuring social accountability of service providers through various mechanisms (eg, grievance redressal mechanisms).

Third, improving the behavior of service providers through various initiatives (eg, setting up help desks) including capacity building and developing a culture of courtesy in the organization.

Fourth, gaining public confidence through initiatives such as service quality improvement, public participation, grievance redressal etc.

সিটিজেন চার্টার.pdf