Manuscript Number : SHISRRJ25836

Citizen Charters in Public Service Delivery : A Systematic Literature Review

Authors(2) :-Dr. Chandan Singh, Savita

Citizen Charters as a reform agenda originated in the UK in the early 90s and were subsequently adopted by numerous developed and developing states. Citizen Charteraims to enhance public sector organisations' service delivery, transparency, efficiency, and accountability. Initiated by UK Prime Minister John Major in 1991, this concept decentralises public service focus to ordinary citizens, emphasising their rights and active participation. It is viewed as a powerful tool for improving service standards, ensuring accountability and transparency, and empowering citizens. The concept involves a shift towards customer-led services, and its primary goal is to establish a mutual understanding between citizens and service providers.

Authors and Affiliations

Dr. Chandan Singh
Assistant Professor, Department of Public Administration, Government College Uklana
Savita
Assistant Professor, Department of Public Administration, Smt. A.A.A. Govt. P.G. College, Kalka (Panchkula)

Citizen Charter, Citizen-Centric Governance, Public Service Delivery, Transparency

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Publication Details

Published in : Volume 8 | Issue 1 | January-February 2025
Date of Publication : 2025-01-15
License:  This work is licensed under a Creative Commons Attribution 4.0 International License.
Page(s) : 203-208
Manuscript Number : SHISRRJ25836
Publisher : Shauryam Research Institute

ISSN : 2581-6306

Cite This Article :

Dr. Chandan Singh, Savita , "Citizen Charters in Public Service Delivery : A Systematic Literature Review", Shodhshauryam, International Scientific Refereed Research Journal (SHISRRJ), ISSN : 2581-6306, Volume 8, Issue 1, pp.203-208, January-February.2025
URL : https://shisrrj.com/SHISRRJ25836

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