The purpose of Citizen’s Charters is to improve the accountability, transparency and quality of public services. A Citizen’s Charter outlines and asserts promises of standards. It is crucial instrument to bring about a positive change in existing administrative culture by reinforcing responsiveness.
- Set standards of service that meet the needs and expectations of citizens
- Focus on the needs of citizens and the capacity of providers
- Engage citizens and service providers in the formulation process
- Encourage collaboration between citizens and civil servants