Citizen Charter
A Citizen Charter is an official document that specifies the services provided to the public by a government agency or local government, the procedures for obtaining services, the required documents, the time limit for obtaining services, and the responsible officials.
Main objectives
To provide clear information about the services available to the public.
To provide services in a timely manner.
To ensure transparency and accountability.
To promote a people-friendly administration.
Information included
1. Panchayat services
Birth certificate
Death certificate
Marriage registration related services
Building permit
Licenses
Tax related services
Applications for welfare schemes
2. Service time limit
It states the time limit within which each service will be provided.
Example:
Birth certificate – specified working days
Building permit – legal time limit
Tax certificate – within the specified time
3. Required documents
Documents to be submitted while applying for each service.
4. Responsible Officers
Secretary
Assistant Secretary
Head Clerk
Related Section Clerks
5. Grievance Redressal Mechanism
Information on who to approach if the service is not provided on time, how to file a complaint etc.
Importance
The Citizens' Rights Document gives the people a clear understanding of their rights. It helps them to know when and how to get the services they need from the Panchayat. It is also an important tool for the effective implementation of the Right to Service Act.