Citizen’s Charter: What, Why & How?
- Sets standards of service that meet the needs and expectations of citizens
- Focuses on the needs of citizens and the capacity of providers
- Engages citizens and service providers in the formulation process
- Encourages collaboration between citizens and civil servants
The purpose of Citizen’s Charter is to improve the accountability, transparency and quality of public services. A Citizen’s Charter outlines and asserts promises of standards. It is a crucial instrument to bring about a positive change in existing administrative culture by reinforcing responsiveness.