3.7 Public Service Charter

Public Service Charter (Nepalese Perspective)

Introduction and Definition

A Public Service Charter is a tool that informs service recipients about the types of services they can expect from public officials and the requirements needed to access those services. It is a written document publicly displayed by a service-providing entity, detailing the nature, standards, procedures, and grievance redressal mechanisms of the services offered.

It serves as a medium to define the nature and quality of service delivery with stakeholder participation. The charter represents an agreement between citizens and service providers regarding the nature and methods of service delivery.

It is also a quality management tool that sets service standards, communicates them, and enables service providers to regulate their activities based on these standards. The charter expresses the service provider’s commitment to the nature, process, and quality of services offered to recipients.

Transparent communication of service standards creates external pressure on service providers to deliver as committed, thereby promoting accountability. The charter includes the organization’s long-term vision, goals, and objectives, the services provided, contact officials, applicable fees, required documents, procedures, timeframes, grievance officers, and compensation mechanisms for service failures, displayed prominently in the office premises.

A citizen charter essentially consists of the 3 C's:

1. Customer-driven service standards
2. Communication
3. Control

Process of Implementing a Public Service Charter

1. Decide to implement a citizen charter.
2. Draft a set of service standards.
3. Consult about service standards.
4. Write a citizen charter, including:
   • Adopted service standards
   • Publication plan
   • Embedding in the organization
5. Publish in an accessible and appealing style.
6. Control: Organize the embedding of the charter in the organization.
7. Integrate the citizen charter into the improvement cycle.

Objectives and Importance

• Provide services to citizens in a simple and accessible manner.
• Enhance the quality and effectiveness of services.
• Promote public trust in the government.
• Improve the relationship between service providers and recipients.
• Ensure equal access to services for all.
• Promote openness and transparency in public operations.
• Make public entities accountable to the government and community.
• Address grievances of service recipients.
• Control misuse of authority and irregularities.
• Provide compensation for losses due to service failures.
• Identify and resolve issues in service delivery, creating opportunities for improvement.
• Provide a basis for monitoring service providers’ performance.
• Enhance the organization’s image and performance level.
• Promote good governance.

Principles of Public Service Charter

• Performance standards
• Information and openness
• Choice and consultation
• Courtesy and helpfulness
• Timely resolution of issues
• Value for money
• Customer satisfaction
• Improvements in service quality
• Planned improvements and innovations
• Quality
• Accountability
• Transparency

Historical Background

The concept of the citizen charter originated in the United Kingdom in 1991 under Prime Minister John Major’s government, named the "Citizen’s Charter." It was based on six principles: Quality, Choice, Standards, Cost, Accountability, and Transparency (QCSCAT).

Subsequently, the concept was adopted globally:

• USA (1993): Customer Service Standard
• Canada (1995): Service Standard Initiative
• Australia, Belgium, and India (1997): Service Charter, Public Service Users’ Charter, and Citizen’s Charter, respectively

In Nepal, the use of the Public Service Charter began in 2056 BS (1999 AD). It is now recognized globally as a significant governance effort to improve public services and enhance public trust in the government. Its popularity stems from its ability to deliver change and modernization without requiring structural changes, significant financial burdens, or extensive timeframes.

Elements of Public Service Charter

1. Organization’s long-term vision and goals
2. Detailed description of the organization’s functions
3. Identification of service recipients
4. Details of services provided to recipients
5. Grievance redressal mechanisms and access methods
6. Evidence and procedures required from service recipients
7. Compensation for service failures and methods to obtain it

Prerequisites for Successful Implementation

• Active stakeholder participation in the formulation process
• Full involvement of all levels of organizational staff in implementation
• Enhanced communication and awareness among service recipients
• Specialized training and orientation for all staff levels on the charter’s concept and implementation
• Regular monitoring of implementation through an authorized and capable mechanism

Public Service Charter in Nepal

The High-Level Administrative Reform Commission of 2048 BS (1991 AD) recommended establishing service delivery standards without explicitly mentioning a citizen charter. The Corruption Control Suggestion Committee of 2056 BS (1999 AD) recommended implementing the citizen charter, and its use began in government offices from that year.

The Good Governance (Management and Operation) Act, 2064 BS (2007 AD) mandated all government offices providing public services to maintain a citizen charter, covering:

• Services offered and their nature
• Procedures to be followed by service recipients
• Details of the responsible officer and their office
• Details of applicable fees or charges
• Other specified matters

The Right to Information Act, 2064 BS (2007 AD) requires public entities to publish:

• Their structure, nature, duties, and powers
• Services provided
• Responsible branches and officers
• Fees and timeframes for service delivery
• Decision-making processes and officers
• Grievance redressal officers

The Government of Nepal issued the Citizen Charter with Compensation Directive, 2069 BS (2012 AD). Currently, departments such as Immigration, Transport Management, Agriculture, Survey, Food Technology and Quality Control, Land Reform and Management, and Animal Services, along with their subordinate offices, have implemented citizen charters with compensation provisions.

Existing Problems

• The citizen charter does not adequately define service quality or developmental standards, making it generic and unscientific.
• Lack of stakeholder participation in formulation, implementation, and monitoring.
• Despite being displayed in most offices, the charter is underutilized.
• Lack of effective communication leads to insufficient awareness among service recipients.
• Not all recipients are capable of reading or understanding the charter.
• Intermediaries dominate key service-providing offices, limiting recipients’ access to charter information.
• Lack of employee training hinders effective implementation.
• Cultural practices based on favoritism, pressure, or influence undermine adherence to the charter’s impartial standards and processes.
• While charters with compensation provisions are being introduced, insufficient attention is given to resource availability, manpower, and technological capacity.
• Weak record-keeping and information management systems hinder effective implementation.
• Regular review and improvement of the charter are not conducted.

Solutions to Problems

• Define service quality and developmental standards in the charter.
• Make the charter more specific and scientific.
• Ensure meaningful stakeholder participation during formulation.
• Enhance communication and awareness about the charter.
• Establish regular monitoring by an authorized body.
• Provide necessary training and orientation for employees.
• Improve the work culture of public entities.
• Display the charter prominently and clearly in public places.
• Eliminate intermediaries in service-providing offices.
• Effectively implement charters with compensation provisions.
• Ensure adequate resources for implementation.
• Hold all employees accountable for adhering to the charter.
• Establish an effective grievance redressal mechanism.
• Regularly review and improve the charter.

Questions for Practice

1. What is a Public Service Charter? Discuss its role in improving public services. (5+5 = 10)
2. Mention the principles of the Public Service Charter and discuss what needs to be considered for its effective implementation. (5+5 = 10)
3. The Public Service Charter promotes an open and transparent government while enhancing public trust. Substantiate this statement. (10)
4. What are the objectives of the Public Service Charter? Review the status of its implementation in Nepal. (4+6 = 10)
5. What elements are included in a Public Service Charter? Mention the process of its implementation. (5+5 = 10)
6. What is a Public Service Charter with compensation? Discuss its practice in Nepal and explain why its effective implementation has been challenging. (4+6 = 10)