Citizen’s Charter

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1 SIHFW: an ISO 9001: 2008 Certified Institution

In 1947 we became Independent: 

In 1947 we became Independent In 1952 We Declared Ourselves to be a Sovereign Secular Socialistic Democratic Republic 2 SIHFW: an ISO 9001: 2008 Certified Institution

In1997 We Celebrated the Golden Jubilee of Our Independence: 

In1997 We Celebrated the Golden Jubilee of Our Independence In 2002 We Celebrated the Golden Jubilee of Our Republic 3 SIHFW: an ISO 9001: 2008 Certified Institution

But what have we as citizens got in these 50 to 57 years?: 

But what have we as citizens got in these 50 to 57 years? 4 SIHFW: an ISO 9001: 2008 Certified Institution

Let us first ask What is Democracy?: 

Let us first ask What is Democracy? It is defined as Government OF BY & FOR the people 5 SIHFW: an ISO 9001: 2008 Certified Institution

Let us answer some further Questions: 

Let us answer some further Questions Is our Democracy “Of” the people? Answer can be “Yes” because our election system is fairly good. Is it “By” the people? For the same reason the answer can be again “Yes”. 6 SIHFW: an ISO 9001: 2008 Certified Institution

Is our Democracy ‘For’ the people?: 

Is our Democracy ‘For’ the people? Looking at the state of our Public Utilities & Govt. managed Services across the country an honest answer to this question cannot be an unqualified and categorical “Yes” 7 SIHFW: an ISO 9001: 2008 Certified Institution

This is NOT because: 

This is NOT because Government is inherently Apathetic or lacks concern for the people. On the other hand it has innumerable programs for the benefit of the people 8 SIHFW: an ISO 9001: 2008 Certified Institution

It is because…..: 

It is because….. Little effort has been made either by Government or by organized groups of Citizens to make the Governmental Machinery More Citizen Friendly 9 SIHFW: an ISO 9001: 2008 Certified Institution

What the Citizens need therefore is: 

What the Citizens need therefore is An organized attempt to: Build public opinion Bring the Citizens together on these issues & Make those in authority appreciate the needs of the Citizens 10 SIHFW: an ISO 9001: 2008 Certified Institution

So, what should be done to make the Government really ‘FOR’ the people?: 

So, what should be done to make the Government really ‘FOR’ the people? The Answer lies In Citizen’s Charter 11 SIHFW: an ISO 9001: 2008 Certified Institution

What is Citizens’ Charter?: 

What is Citizens’ Charter? It is about giving more power to the Citizens It is a testament to the belief in the People’s right to be informed and choose for themselves It is not a Recipe for more State action 12 SIHFW: an ISO 9001: 2008 Certified Institution

Does Government has customers? Yes !: 

Does Government has customers? Yes ! Payers for all Public Services through taxes They have therefore every right to expect quality service-responsive to their needs-which are provided efficiently at a reasonable cost 13 SIHFW: an ISO 9001: 2008 Certified Institution

Performance should be judged against well laid down and well publicized basic minimum standards involving various categories of users : 

Performance should be judged against well laid down and well publicized basic minimum standards involving various categories of users 14 SIHFW: an ISO 9001: 2008 Certified Institution

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‘Citizens’ Charter therefore sees Public Utilities & Services through the eyes of those who use them 15 SIHFW: an ISO 9001: 2008 Certified Institution

Citizens’ Charter Demands : 

Citizens’ Charter Demands Accountability Measurement of Performance Transparency 16 SIHFW: an ISO 9001: 2008 Certified Institution

Basic Principles of Citizens’ Charter: 

Basic Principles of Citizens’ Charter 17 SIHFW: an ISO 9001: 2008 Certified Institution

1. Set Standards of Service: 

1. Set Standards of Service 18 SIHFW: an ISO 9001: 2008 Certified Institution

2. Be open and provide full information: 

2. Be open and provide full information 19 SIHFW: an ISO 9001: 2008 Certified Institution

3. Consult and Involve: 

3. Consult and Involve 20 SIHFW: an ISO 9001: 2008 Certified Institution

4. Encourage access and the promotion of choice: 

4. Encourage access and the promotion of choice 21 SIHFW: an ISO 9001: 2008 Certified Institution

5.Treat all fairly: 

5.Treat all fairly 22 SIHFW: an ISO 9001: 2008 Certified Institution

6. Put things right when they go wrong: 

6. Put things right when they go wrong 23 SIHFW: an ISO 9001: 2008 Certified Institution

7. Use resources effectively: 

7. Use resources effectively 24 SIHFW: an ISO 9001: 2008 Certified Institution

8. Innovate and Improve: 

8. Innovate and Improve 25 SIHFW: an ISO 9001: 2008 Certified Institution

Three things stand in the way for change: 

Three things stand in the way for change Fear Apathy Cynicism 26 SIHFW: an ISO 9001: 2008 Certified Institution

What is a Citizen Charter?: 

What is a Citizen Charter? Systematic Documentation of the commitment of the Organization towards its Citizens in respects of: Standard of Services, Information, Choice and Consultation, Non-discrimination and Accessibility, Grievance Redress, Courtesy and Value for Money. This also includes expectations of the Organization from the Citizen for fulfilling their commitment 27 SIHFW: an ISO 9001: 2008 Certified Institution

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The Citizen’s Charter is not legally enforceable and, therefore, is non-justifiable . it is a tool for facilitating the delivery of services to citizens with specified standards, quality and time frame etc. with commitments from the Organization and its clients. 28 SIHFW: an ISO 9001: 2008 Certified Institution

Citizen of the Citizen Charter: 

Citizen of the Citizen Charter implies the clients or customers whose interests and values are addressed by the Charter includes, Stakeholders customers , clients , users , beneficiaries , other Ministries/ Departments/ Organizations, State Governments, UT Administrations etc. 29 SIHFW: an ISO 9001: 2008 Certified Institution

Citizen’s Charter covers: 

Citizen’s Charter covers Central Government Ministries/ Departments/ Organizations Departments / Agencies of State Governments and UT Administrations. 30 SIHFW: an ISO 9001: 2008 Certified Institution

Good Governance: 

Good Governance 31 SIHFW: an ISO 9001: 2008 Certified Institution

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32 SIHFW: an ISO 9001: 2008 Certified Institution

Components of good Citizen’s Charter : 

Components of good Citizen’s Charter Vision and Mission Statement Details of Business transacted Details of ‘Citizens’ or ‘ Clients’ Statement of services How/Where/What/When/Which Details of Grievance Redress Mechanism and how to access it Expectations from the ‘Citizens’ or ‘ Clients’ Additional commitments such as compensation in the event of failure of service delivery. 33 SIHFW: an ISO 9001: 2008 Certified Institution

Charter of Citizen's Health Rights: 

Charter of Citizen's Health Rights What services are available? The quality of services they are entitled to? The means through which complaints regarding denial or poor quality of services will be addressed 34 SIHFW: an ISO 9001: 2008 Certified Institution

Other information on Citizen charter:: 

Other information on Citizen charter: Information regarding grants received Medicines and vaccines in stock Outcomes for various monitoring mechanisms 35 SIHFW: an ISO 9001: 2008 Certified Institution

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A Charter of Citizen’s Health rights should be displayed outside all: District Hospitals CHC’s PHC’s 36 SIHFW: an ISO 9001: 2008 Certified Institution

Citizen Charters under Ministry of Health and Family Welfare : 

Citizen Charters under Ministry of Health and Family Welfare Model Charter for Public Hospitals -Department of Health Dr. Ram Manohar Lohia Hospital, Delhi Safdarjung Hospital, Delhi Smt. Sucheta Kriplani Hospital, Delhi Morarji Desai National Institute of Yoga, New Delhi Central Research Institute of Ayurveda , New Delhi Department of Indian Systems of Medicine and Homeopathy (AYUSH) National Medicinal Plants Board 37 SIHFW: an ISO 9001: 2008 Certified Institution

However framing of Citizens’ Charter is not the end of the exercise : 

However framing of Citizens’ Charter is not the end of the exercise 38 SIHFW: an ISO 9001: 2008 Certified Institution

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It has to reach and be accepted at the Cutting Edge level of delivery of services. Attitudinal changes and Motivation must be inculcated from top to bottom. 39 SIHFW: an ISO 9001: 2008 Certified Institution

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Evaluation procedures have to be put in place both internally and Externally through regular feedback from the public Benchmarks of Performance need to be identified for every service both for individual Performance & Collective achievement 40 SIHFW: an ISO 9001: 2008 Certified Institution

Let’s make a difference….: 

Let’s make a difference…. SIHFW: an ISO 9001: 2008 Certified Institution 41

Thank You : 

Thank You For more details log on to www. Sihfwrajasthan.com or contact : Director-SIHFW on sihfwraj@yahoo.co.in 42 SIHFW: an ISO 9001: 2008 certified institution