 Limits of the Citizen's Charter in IndiaM Shamsul Haque Public Management Review, 2005, vol. 7, issue 3, 391-416 Abstract: In line with the current neoliberal public sector reforms, there has recently emerged the so-called Citizen's Charter in many developed and developing nations. In most cases, this Citizen's Charter aims to ensure the delivery of services based on quality, promptness, transparency and customer choice realized through the display of information related to services expected, their quality standards, feedback options and complaint and redress mechanisms. In the case of India, although this Citizen's Charter may benefit affluent customers, it is less likely to ensure access to services for the majority who suffer from various forms of social exclusion based on class, caste and gender. This article explores how such social exclusion may render the Charter ineffective for the less privileged citizens. It concludes by stressing the need for appropriate initiatives to overcome such social exclusion as a precondition for the success of the Citizen's Charter in India. Date: 2005 Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:taf:pubmgr:v:7:y:2005:i:3:p:391-416 Ordering information: This journal article can be ordered from DOI: 10.1080/14719030500180971 Access Statistics for this article Public Management Review is currently edited by Professor Stephen P. Osborne, Jenny Harrow and Tobias Jung More articles in Public Management Review from Taylor & Francis Journals |
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