GOVERNMENT OF INDIA
Ministry of Personnel, Public Grievances and Pensions
(DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)
UNSTARRED QUESTION No. 3784
(TO BE ANSWERED ON May 10, 2012)
Displaying of Citizens Charter
3784. SHRI RAJEEV CHANDRASEKHAR:
Will the PRIME MINISTER be pleased to state?
(a) whether it is a fact that Government has directed all the Ministries, Departments, Public Sector Enterprises and other Government organizations to display their citizens charter to ensure time bound delivery of services by them;
(b) if so, the details thereof; and
(c) the present status of implementation of this directive by the Ministries, Departments etc.?
Minister of State in the Ministry of Personnel, Public Grievances and Pensions and
Minister of State in the Prime Minister’s Office.
(SHR1 V. NARAYANASAMY)
(a) & (b): The Central Government of India has issued guidelines and circulars, from time to time since 1997, to Ministries/Departments/Organizations and to State Governments and Union Territory Administrations, to prepare Citizens Charters and give them a Wide publicity and display them to the public. In 2005, Sevottam Quality Management System Framework for quality service delivery was prepared by the Central Government in which Citizens Charter is one of the three modules, the other two being Grievance Redress System and Capability Building. Guidelines on Sevottam have been issued from time to time to sensitize Ministries/Departments/Organizations to adopt this framework.
(c): The above guidelines are implemented by Ministries/Departments/Organizations in a decentralized manner. The Department of Administrative Reforms and Public Grievances does not maintain a centralized data base on implementation of the aforesaid guidelines by the Central Ministries/Departments/Organizations.