Main Objectives of the Citizen Charter

• To provide clear information about the services available to the public
• To explain the procedures for obtaining services
• To ensure a fixed time limit for processing applications
• To ensure a people-friendly and transparent system of administration
• To establish a mechanism for grievance redressal

Matters Usually Included in the Citizen Charter

1. Services Provided by the Panchayat

Major services provided by the Grama Panchayat include:

• Birth / Death Certificates
• Marriage Registration
• Building Construction Permit
• Trade License
• Tax Collection
• Social Security Pension Services
• Public services such as drinking water, sanitation, and street lighting
• Employment Guarantee Scheme Services

2. Documents Required for Services

The documents required for each service are clearly specified.

Example:

3. Time Limit for Service Delivery

The Panchayat specifies the time frame within which services will be delivered.

Example:

4. Responsible Officials

The name/designation of the responsible officer for each service is mentioned.

Example:

• Secretary
• Assistant Secretary
• Health Inspector
• V.E.O (Village Extension Officer)
• Clerk

5. Grievance Redressal System

In case of delay or non-delivery of services, the Charter specifies:

• Where complaints should be submitted
• Whom to contact
• Time limit for grievance resolution

Benefits of the Citizen Charter

For the Public

• Provides clear knowledge about services
• Reduces unnecessary delays
• Helps reduce corruption
• Ensures timely delivery of services

For the Panchayat

• Improves administrative efficiency
• Enhances public trust
• Ensures accountability

In Simple Terms

The Citizen Charter is an official assurance document that clearly explains “what services the Grama Panchayat provides, how they are delivered, and within what time frame.”

Example Sentence

“The Grama Panchayat has published the Citizen Charter to ensure timely and transparent delivery of services to the public.”