Citizen-centric administration
Topic: Transparency, Accountability and e-Governance · NCERT: Beyond NCERT
Meaning
Citizen-centric administration means designing public services around what citizens need, not around what suits government offices. The 2nd ARC set out this approach in its 12th Report (2009). It calls for feedback and grievance redress at the point where the service is delivered. It gives a seven-step model, starting from defining services and standards and ending with continuous improvement. It links good governance to how ordinary people actually experience government.
Example
Sevottam (DARPG, 2006) puts this idea into practice. It has three modules: the citizen's charter, grievance redress and service delivery capability. Right to Services Acts, starting with Madhya Pradesh's in 2010, made time-bound delivery enforceable.
Don't confuse with
- Citizen's charter: this is one tool within citizen-centric administration. It is a public statement of an office's services and standards, and it is not legally enforceable.
Related concepts
- Citizen's charter
- Sevottam
- Right to Services Acts
- Centralised Public Grievance Redress and Monitoring System