Performance of Service Charters: Assessment of Their Values and Significance in an Indian Perspective

Abstract

Citizens all over the world nowadays perceive the Governments as service providers rather than mere regulators. This perception has created growing expectations among citizens about how and in what manner their governments should serve them. To meet this perception and expectation of the citizens, various initiatives are being taken and implemented by the Government so that the quality of public service and the modalities of its delivery is viewed as convenient and acceptable by the citizens. Service Charter is a significant tool to ensure, monitor, and continuously improve public service delivery. This article has discussed the values of service charters which are fundamental for the performance of a service charter and ultimately meeting public expectation. The article then analyzed the performance of service charter in an Indian state called ‘Karnataka’ and demonstrated how the core values of services charters have been manifested in the public service delivery excellence in that state.

Keywords: service charter, citizen’s charter, India, public service delivery