GS4 › Probity in Governance in Depth

Revision note: Citizen's Charters, Work Culture and Quality of Service Delivery

  • Citizen's charter: UK 1991 (John Major), six principles; "Service First" 1998; India 1997 CM conference; DARPG
  • Problems: no consultation, vague standards, no remedy, no publicity
  • Sevottam: charter + grievance redress + capability; 2nd ARC 12th report seven steps
  • Right to Services: MP 2010 first, Bihar 2011, Karnataka Sakala 2012; fines on officials
  • CPGRAMS, PRAGATI 2015; e-Office, biometric attendance 2014, PM's awards 2006
  • SERVQUAL (1988): reliability, responsiveness, assurance, empathy, tangibles
Revision card summarising Citizen's Charters, Work Culture and Quality of Service Delivery
One-page visual summary of the key points to revise.

Source: https://upscprep.in/upsc/gs4/probity-in-governance-in-depth/citizens-charters-work-culture-and-quality-of-service-delivery/ · UPSCPrep.in

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