Citizen character

• Document that outline commitment of a public body toward standard , quality & timeframe of service delivery along with GRM
• DARPG under MoPPGP - coordinate CC formulation & implementation
• Vision & mission statement
• Detail of business transacted
• Details of citizens / client
• Standard , quality , timeframe of service provided
• Detail of GRM
• Expectation from client / citizen
• Addition commitment  - compensation event of failure of service delivery

• No legal backing
• Poor design content
• X consultation with ngo , citizen
• Inadequate groundwork
• X prepared in vernacular
• Lack of review
• Resistance to change
• Public awareness
• Need of vulnerable section - elders, female
• X Detail of public GRM

• Benefits - quality , choice , standards, value for taxpayer money , accountability , transparency , responsive , ppl participation
• 2nd ARC 4th report - ethics in governance
• 1 sixe does not fit all
• CC for each independent unit under overall umbrella of org character
• Wider consultation - cs, citizen
• Redressal mech - in case of default
• Periodic evaluation - independent , continuous
• End user feedback
• Develop capability
• Firm commitment

Sevottam model

• I quality of service delivery
• 2nd arc - 12th report - citizen centric admin
• CC - implementation monitoring , review
• Delivery capabilities - customers , employees & infra
• Public GRM - receipt , redress, prevention

• BIS standard , certification
• 7 step formulation - define , set , develop cap, perform , monitor , evaluate , continuous

• Benefit - sustainable improvement, authentic s- assessment , applicable at point of interface , citizen centric service delivery
• Right of citizen for time bound delivery of G& S & redressal of grievance bill , 2011
• Public service delivery guarantee act
• CPGrams - central level
• RBI ombudsman, NHRC, NWC, NCSC,NCST

Social audit

• Mandatory in MGNEREGA , Meghalaya social audit Act , Raj & AP PRI social audit
• Regular , multiperspective , comprehensive , participatory , multi dimensional , disclosed , verified 

• Scope is localized , sporadic & adhoc , informal & unprocessed , lack of action on reports, malpractices , lack of expertise

• Benefit - I reputation , alert policy maker of stakeholders trend , I accoutbly, +ve org change, assit in prioritizing
• Wf- I inst capacity to conduct SA - info storage & distribution mech, inst framework , proactive disclosure