Q. Consider the following statements with reference to the Citizen Charters in India:
1. They contain standards for transparent and time-bound public service delivery.
2. ‘Sevottam’ is a model for Citizen Charters proposed by First Administrative Reforms Commission in India.
3. Theys are enforceable in the court of law.
How many of the above-given statements are correct?

[A] Only one

[B] Only two

[C] All three

[D] None

Answer: A
Notes:

Exp) Option a is the correct answer

Citizen’s Charter is a document of commitments made by a government organization to the citizens/client groups in respect of the services/schemes being provided to them or to be provided to them.

Statement 1 is correct: The basic objective of the Citizens Charter is to empower the citizens in relation to public service delivery. The Charter should lay out explicit standards of service delivery so that users understand what they can reasonably expect from service providers. These standards should be transparent, time‐bound, relevant, accurate, measurable and specific.

Statement 2 is incorrect: Sevottam Model is a model for Citizen Charters proposed by 2nd ARC (Administrative Reforms Commission) (and not the First ARfor public Service Delivery. The word, Sevottam, is a combination of two Hindi words: ‘Seva’ (service) and ‘Uttam’ (excellence). Sevottam Model is now regarded as a standard model for providing services in citizen centric governance. The model is developed by rectifying the drawbacks in the earlier mechanisms of public service delivery like Citizen Charters (CC), and is gradually adopted by various departments under Central and State government.

Statement 3 is incorrect: The Citizen’s Charter is not legally enforceable and, therefore, is non-justiciable. However, it is a tool for facilitating the delivery of services to citizens with specified standards, quality and time frame etc. There can be provisions for grievance redressal but legal recourse to the courts is available.

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