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PROBLEMS FACED IN IMPLEMENTING THE CHARTERS

PROBLEMS FACED IN IMPLEMENTING THE CHARTERS

As pointed out earlier, the Citizen’s Charters initiative in India had started in 1997 and most of the Charters formulated there upon are in a nascent stage of implementation.

Introduction of new concepts is always difficult in any organization. Introduction and implementation of the concept of Citizen’s Charter in the Government of India was much more difficult due to the old bureaucratic set up/procedures and the rigid attitudes of the work force.                PROBLEMS FACED IN IMPLEMENTING THE CHARTERS 

The major obstacles encountered in this initiative were:‑

  • The general perception of organizations which formulated Citizen’s Charters was that the exercise was to be carried out because there was a direction from above.
  • The consultation process was minimal or largely absent. It, thus, became one of the routine activities of the organization and had no focus;
  • For any Charter to succeed the employees responsible for its implementation should have proper training and orientation, as commitments of the Charter cannot be expected to be delivered by a workforce that is unaware of the spirit and content of the Charter. However, in many cases, the concerned staff were not adequately trained and sensitised;
  • Sometimes, transfers and reshuffles of concerned officers at the crucial stages of formulation/implementation of the Citizen’s Charter in an organization severely undermined the strategic processes which were put in place and hampered the progress of the initiative;
  • Awareness campaigns to educate clients about the Charter were not conducted systematically;
  • In some cases, the standards/time norms of services mentioned in Citizen’s Charter were eithertoo lax or too tight and were, therefore, unrealistic, thereby creating an unfavourable impression on the clients of the Charter;                        PROBLEMS FACED IN IMPLEMENTING THE CHARTERS
  • The concept behind the Citizen’s Charter was not properly understood. Information brochures, publicity materials, pamphlets produced earlier by the organisations were mistaken for Citizen’s Charters.

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