With reference to the Citizen Charter, consider the following statements:

1.  The term 'Citizen' in the Citizen's Charter includes not only the citizens but also other stakeholders.
2. Citizen's Charter reflects the duty of government department and the right of citizens.
3. Department of Personnel and Training provides guidelines for formulation and implementation of the charters.

Which of the statements given above is/are correct?

Citizen Charter

1. Citizen Charter is an important aspect of good governance.
2. Governance refers to the process of decision-making and the implementation of those decisions.
3. Good governance refers to the governance that is Simple, Moral, Accountable, Responsive and Transparent.
4. According to the United Nations, good governance has eight major characteristics. It is

i. Participatory

ii. Consensus-oriented

iii. Accountable

iv. Transparent

v. Responsive

vi. Effective and efficient

vii. Equitable and inclusive and,

viii. Follows the rule of law.

5. Citizens' Charter is a good governance initiative

6. It is a response to the quest for solving the problems which a citizen encounters, day in and day out, while dealing with the organisations providing public services.

7. Citizen Charter was implemented first in the United Kingdom to improve the quality of public services.

8. It is a set of commitments and guarantees that is given by a public office regarding the quality and standards of the services it provides.

9. The Charters are expected to incorporate the following elements:

i. Vision and Mission Statement

ii. Details of business transacted by the organisation

iii. Details of clients

iv. Details of services provided to each client group

v. Details of grievance redress mechanism and how to access it

vi.Expectations from the clients

10. The Right of Citizens for Time Bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011 was introduced in the Lok Sabha. It lapsed  due to dissolution of the 15th Lok Sabha.

11. Evaluation of the Citizen Charters in India by Department of Administrative Reforms and Public Grievances in Government of India (DARPG) brought to light the following findings:

i. In majority of cases, Charters were not formulated through a consultative process.

ii. By and large service providers are not familiar with the philosophy, goals and main features of the Charter.

iii. Adequate publicity to the Charters had not been given in any of the Departments evaluated. In most Departments, the Charters are only in the initial or middle stage of implementation.

iv. No funds have been specifically earmarked for awareness generation of Citizens' Charter or for orientation of staff on various components of the Charter.