Impact of Citizen Charter on District Administration in Bangladesh: A Case Study of Narsingdi District.

Abstract

Service delivery improvement is a challenge in developing countries. Government strives to act in a better way to meet the citizens’ need by enhancing the service quality. It adopts policies and implements those by new legislation, guidelines, instructions and provisions. Citizen Charter is recognized as an administrative tool introduced and used by the government policy makers in many countries for enhancing better service for the citizens. Citizen Charter is a declaration of commitments by a service providing agency. It is an agreement between citizens and service providers that presents the standards of service and expectations of the service users. Though the concept is first introduced by UK Government in 1991, it becomes popular in a wide range of countries including United States, Australia, France, Canada, Malaysia, Kenya, Jamaica, Philippines, India and Bangladesh. Effective Citizen Charter consists of a number of key elements including clear and simple language, realistic and measurable standards, and choice of alternate service, Grievance Redress System, courtesy to the service users, equality for all and value for money. If implemented properly, Citizen Charter has the potential to foster greater public satisfaction in terms of public service delivery and to reduce risk of corruption in public sector. For ensuring good governance Citizen Charter is a useful way to enhance accountability, efficiency and transparency. In District Administration, Citizen Charter is introduced and implemented with greater expectation to serve better for the public. Citizen Charter compliance provides commitments with service standards that build trust between the service providers and the service receivers. It is not only a mere declaration of available service but it is an agreement of trust between District Administration and its stakeholders. After eleven years practice, Citizen Charter has produced some impacts on District Administration in Bangladesh. Case study reveals that implementation of Citizen Charter has brought changes in service delivery system, information disclosure and administrative practice of District Administration. Citizen Charter compliance ensures good governance and reduces corruption in the public sector. But to achieve greater effects of successful implementation of Citizen Charter, participation of all stakeholders needs to be ensured in the whole process. As improvement of public service delivery is a continuous process, Citizen Charter therefore provides scope for endless efforts to become perfect. This indicates the importance of Citizen Charter in District Administration as well as in other public sectors serving to the citizens.