The Citizen's Charter initiative in India, launched in 1997, aims to improve public service delivery by:
- Making all government services free of cost
- Setting standards of service quality, timeframes, and grievance redressal mechanisms
- Privatizing all public services
- Eliminating bureaucratic hierarchies
Answer: Setting standards of service quality, timeframes, and grievance redressal mechanisms
Citizen's Charter: Voluntary commitment by public authorities to: (a) Specify services offered, (b) Set quality standards and timeframes for delivery, (c) Provide grievance redressal mechanism, (d) Publish contact information for accountability. Coordinated by DARPG (Department of Administrative Reforms and Public Grievances). Not legally enforceable but promotes transparency and accountability. Sevottam model (service excellence framework) builds on Charter principles.