(a) whether the Government has made the concept of citizen`s
charter mandatory for all Departments of Administration;
(b) if so, the status of implementation of citizen`s charter in
various Departments of the Union Government;
(c) whether the Government has an effective monitoring system in
place to ensure efficiencies in implementation of citizen`s charter;
(d) if so, the details thereof; and
(e) if not, the reasons therefor?
MINISTER OF STATE IN THE MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
AND MINISTER OF STATE IN THE PRIME MINISTER’S OFFICE (SHRI V. NARAYANASAMY)
(a): No, Madam. The concept of citizen charter is voluntary. However, as a
result of persuasive efforts, 131 Central ministries/departments/organizations
had created their citizen charters by 2012.
(b) to (e): Each Central Ministry/Department/Organization is responsible for
implementation and monitoring of its own citizen charter. The Government has
introduced ‘The Right of Citizens for Time Bound Delivery of Goods and Services
Redressal of Their Grievances Bill, 2011, in the Lok Sabha, on 20.12.2011. The
Bill lays down an obligation upon every public authority to publish citizens
charter stating therein the time within which specified goods shall be supplied
and services be rendered and provide for a grievance redressal mechanism for
non-compliance of citizens charter. In addition, intensive review of pending
grievances is carried out by the Department of Administrative Reforms and Public
Grievances through review meetings. 14 such meetings have been held during the
current year.