Citizens’ Charters are a vital component of good governance, aimed at improving accountability, transparency, and responsiveness in public service delivery. They formalize the relationship between service providers and citizens, ensuring that public institutions commit to specific service standards.

Definition and Objectives

Definition

A Citizens’ Charter is a document that publicly declares the services provided by an organization, along with the rights of citizens, the responsibilities of service providers, and the timelines for service delivery.

Key Objectives

1.Improving Transparency

Clearly defines the services, procedures, and timeframes, reducing ambiguity and corruption.

Example: A municipal charter may specify the time required to issue a birth certificate.