As per the Sevottam model a citizen charter must display 1 Vision and mission stateme...........

Governance Issues Citizen Charter

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As per the Sevottam model, a citizen charter must display-

1. Vision and mission statement of the organisation.

2. Define a grievance and mechanism to resolve it.

3. Organisational structure for better understanding of public.

4. List of key service(s) being offered by the organisation.

5. Annual expenditure for improving service delivery in the particular organisation.

Which of the above is/are correct. Choose the best option among given –

1, 3, 5

2, 3, 4, 5

1, 2, 3, 4

None of the above

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Explanation:

Sevottam targets stated needs like
•    Timeliness: time norms for specific services are enumerated in Citizens’ Charter.
•    The services and norms are set as per active discussions with different stakeholders.
•    Effectiveness: a single window system for service deliverables is targeted for delivery to cut down on assessees shuttling from one desk to another to get services.
•    Responsiveness: a robust grievance redress system is needed to listen to assessees grievance as well as redress them timely.
•    Courteous behaviour: norm for behaviour, specially in assessees facing positions, is described in the Citizens’ Charter and pro-active feedback on service delivery is gathered to judge this.
•    Information: facilitation centers and help centers are targeted to meet assessees needs of information.
•    Empathy: public grievance officers are needed to listen to assessees in their time of need.