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UPSC 2024 GS-II · 15 marks · 250 words

The Citizens' charter has been a landmark initiative in ensuring citizen-centric administration. But it is yet to reach its full potential. Identify the factors hindering the realisation of its promise and suggest measures to overcome them.

नागरिक घोषणापत्र नागरिक-केंद्रित प्रशासन सुनिश्चित करने की एक युगांतरकारी पहल रही है, किंतु यह अभी अपनी पूर्ण क्षमता तक नहीं पहुँच सकी है। इसके वचन की सिद्धि में बाधक कारकों की पहचान कीजिए तथा उन्हें दूर करने के उपाय सुझाइए।

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  • Origin: UK 1991 → India 1997 conference; now near-universal in ministries yet toothless
  • Hindrances: no statutory force, one-size templates, no penalty for breach, staff unawareness, no citizen consultation in drafting (Sevottam gap)
  • 2nd ARC (12th Report): make charters outcome-specific, hold officers accountable, periodic revision with user groups
  • Measures: Sevottam certification, RTS Acts of states (MP's 2010 first) as the statutory model, grievance-linked dashboards (CPGRAMS), social audit of charter compliance

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