Citizen’s Charter in Public Services: Development, Principles and Practice
Keywords:
citizen; citizens’ charter; citizens’ role; public administration; public service
Abstract
This paper presents the consequences and development of the citizen’s charters over the decades after their introduction in the United Kingdom (UK) on 22 July 1991. It has used a systematic literature review to organize and present the development process of the citizens’ charter over the years. It does not focus on or target any specific zone or state but is initiated more to connect the links between Commonwealth nations. However, the citizen’s charter is a process to link citizens and public administrators in a more formal/official manner. It has changed a lot over the last three decades. The paper tried to critically investigate the degree of change, development, and practice.
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References
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Taylor, I. (1999), Raising the expectation interest: new labor and the Citizen. Charter’, Public Policy and Administration, Vol 14, No 4, pp. 29-38. https://doi.org/10.1177/095207679901400403
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Wasson, D., L. (2016, January 27). Roman Citizenship. World History Encyclopedia. Retrieved from https://www.worldhistory.org/article/859/roman-citizenship/
Barron, A., and Scott, C. (1992). The Citizen’s Charter Program, The Modern Law Review, Vol. 55, No.4, pp. 526-547.
Beale, V. and Pollitt, C. (1994). Charters at The Grassroots: A First Report, Local Government Studies, 20:2, pp.202-225.
Drewry, G. (2005). Citizens as Customers – Charters and the Contractualisation of Quality in Public Services, EGPA Conference Bern, Switzerland,
Drewry, G. (2002), ‘Whatever happened to the citizen’. charter?’, Public Law, pp. 9-12
Edelenbos, J. N., & Gerrits, L. (2009, May 5). Organizing interfaces between government institutions and interactive governance. Policy Sciences, 43(1), 73–94. https://doi.org/10.1007/s11077-009-9086-2
Government of United Kingdom, (1991). The Citizen’s Charter: Raising the Standard, 1991, Cabinet Meeting. Memo No. 1599.
Haque, S. (2005). Limits of The Citizen’s Charter in India: The Critical Impacts of Social Exclusion, Public Management Review, Vol.7, Issue 3, pp.391-416.
Hebert, Y., M., ed. (2002). Citizenship in transformation in Canada. chapters by Veronica Strong-Boag, Yvonne Hebert, and Lori Wilkinson. Toronto: University of Toronto Press. pp. 3–35.
James, S., Murphy, K., & Reinhart, M. (2005). The Citizen’. Charter: How Such Initiatives Might Be More Effective. Public Policy and Administration, 20(2), 1–18. https//doi.org/10.1177/095207670502000201
Jela, E., D. (2015). An evaluation of the effect of citizen charters on service delivery in state corporations in Kenya: The case of the Kenya civil aviation authority. Kenyatta university. Retrieved February 3, 2022, from https://ir-library.ku.ac.ke/bitstream/handle/123456789/13785/An%20evaluation%20of%20the%20effect%20of%20citizen%20charters%20on%20service%20delivery%20in%20state%20corporations%20in%20Kenya%20the%20case%20of%20the%20Kenya%20civil%20aviation%20authority.pdf
Kavanagh, D. (2009). John Major’s political legacy. Observatoire de la société britannique (7): 27–35. Doi: 10.4000/osb.717
Kundo, H. K. (2018) Citizen’s Charter for Improved Public Service Delivery and Accountability: The Experience of Land Administration at the Local Government in Bangladesh, International Journal of Public Administration, 41:3, 226-237, DOI: 10.1080/01900692.2016.1262872
Mark, J. J. (2013, January 13). Ancient Egyptian Culture. World History Encyclopedia. Retrieved from https://www.worldhistory.org/Egyptian_Culture/
Mills, P., L. and Serageldin, I. (1991). Governance and the External Factor, World Bank Annual Conference on Development Economics, World Bank: Washington DC.
Mullen, J. (2006). John Major’s Citizens Charter - fifteen years later. In Raphaële Espiet-Kilty; Timothy Whitton (eds.). Citoyens ou Consommateurs. Presses Universitaire Blaise Pascal.
Ohemeng, F., L., K. (2010). The Charter System in Ghana: The Holy Grail of Public Service Delivery, International Review of Administrative Sciences, Vol.76(1), pp.115-136.
Parolin, G., P. (2009). Citizenship and the three levels of membership. In Citizenship in the Arab World: Kin, Religion, and Nation-State (pp. 115–130). Amsterdam University Press. http://www.jstor.org/stable/j.ctt46ms9p.10
Paul, S. (2008). India’s Citizen’s Charters: In Search of a Champion. Economic and Political Weekly, 43(7), 67–73. http://www.jstor.org/stable/40277614
Rahman, H., Z. and Robinson, M. (2006). Governance and State Effectiveness in Asia, Dhaka: PPRC.
Razzaque, F. (2012). Citizen’s Charter and Its Effectiveness: A Case Study of Department of Immigration and Passports of Bangladesh, IGS Working Paper Series No. 01/2012, Institute of Governance Studies, BRAC University, Dhaka.
Schiavo L. L., (2000). Quality standards in the public sector: Differences between Italy and the UK in the Citizen’s Charter initiatives, Public Administration, Vol. 78 No. 3:679–698.
Taylor, I. (1999), Raising the expectation interest: new labor and the Citizen. Charter’, Public Policy and Administration, Vol 14, No 4, pp. 29-38. https://doi.org/10.1177/095207679901400403
Torres, L. (2003). Service Charters: Reshaping the Government-Citizen Relationship - The Case of Spain’, paper delivered at the Conference of the European Group of Public Administration (EGPA), Lisbon, Portugal (September).
Torres, L. (2006) Service Charters in Spain: Transparency and Citizen Empowerment or Government Marketing?, Public Money & Management, 26:3, 159-164, https://doi.org/10.1111/j.1467-9302.2006.00517.x
UNHR, (2018). Human rights and constitution-making, United Nations Publications, NY, USA. Retrieved on 10 August 2022 from https://www.ohchr.org/sites/default/files/Documents/Publications/ConstitutionMaking_EN.pdf
Warner, D. (2012) Encyclopedia of Applied Ethics (Second Edition), Rights and Privileges, Retrieved on 11 July 2022 from: https://www.sciencedirect.com/topics/social-sciences/rights-and-privileges
Wasson, D., L. (2016, January 27). Roman Citizenship. World History Encyclopedia. Retrieved from https://www.worldhistory.org/article/859/roman-citizenship/
Published
2022-10-31
How to Cite
Rushni Korishi, Buddha Dev Biswas, & Mizanur Rahman. (2022). Citizen’s Charter in Public Services: Development, Principles and Practice. Britain International of Humanities and Social Sciences (BIoHS) Journal, 4(3), 557-563. https://doi.org/10.33258/biohs.v4i3.799
Section
Articles
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