Information Provided to Service Recipients through a Citizen Charter
A Citizen Charter is a document displayed at a conspicuous and easily accessible place in a public office to inform service recipients about the services available, the procedures to obtain them, and the responsibilities of the service provider. It promotes transparency, accountability, and citizen-friendly public service delivery.
According to the Good Governance (Management and Operation) Act, 2064 and its Rules, a Citizen Charter should provide service recipients with at least the following information:
Services available: The types and nature of services provided by the public entity.
Service procedures: The procedures and steps that must be followed to obtain a service.
Required documents: The documents that applicants must submit to receive the service.
Time limit: The time required to deliver each service.
Fees and charges: Details of applicable fees or charges, if any.
Responsible officials: The name or designation of the responsible service-providing official and the location of their office or workroom.
Grievance-handling officer: The details of the officer responsible for receiving and addressing complaints.
Supervising office and contact number: The name of the higher-level or supervising office and its contact number.
Service delivery priority: The order of priority to be followed while providing services.
Compensation provisions: Details of services for which compensation is available and those for which it is not available.
Conclusion
A Citizen Charter makes information about public services easily accessible to citizens. By clarifying service procedures, required documents, fees, time limits, responsible officials, and complaint-handling arrangements, it helps make public administration more transparent, accountable, predictable, and responsive to citizens' needs.
Citizen Charter, Good Governance, Public Service Delivery, Public Administration, Loksewa Preparation, PSCInsight
Reference: Nepal’s Good Governance (Management and Operation) Act, 2064 and Rules, 2065. The Ministry of Home Affairs’ published Citizen Charter also illustrates details such as service procedures, required documents, duration, charges, and responsible officials