{"product_id":"towards-economic-crisis-2012-14-and-beyond-copy","title":"Enhancing Accountability in Public Service Delivery through Citizens’ Charters","description":"\u003ch2 class=\"d_normalheder\"\u003e\u003cspan\u003eAbout the Book\u003c\/span\u003e\u003c\/h2\u003e\n\u003cdiv\u003e\n\u003cdiv class=\"more\"\u003e\n\u003cp\u003ePublic services are used by majority of the Indian population, and the Government of India has been pushing reforms to bring in greater transparency, accountability and responsiveness in public service delivery. This book focuses on citizens’ charter which is one of the most effective tools used by governments world over to improve service delivery especially to the poor. Over a period of time, this concept has brought in a mindset change in both the govern-ment and the governed on the aspects of service delivery. It narrates the Indian experience of using citizens’ charter, at the Centre and states, as a tool for improving governance and bringing in greater efficiency and accountability. \u003c\/p\u003e\n\u003cp\u003eThe volume will be especially useful for scholars and students working in the area of governance and public policy, as also, policy-makers, civil society groups and individuals working on citizen-centric reforms.\u003c\/p\u003e\n\u003cspan class=\"morecontent\"\u003e\u003cspan\u003e\u003c\/span\u003e \u003c\/span\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"more\"\u003e\u003cspan class=\"morecontent\"\u003e\u003c\/span\u003e\u003c\/div\u003e\n\u003ch2 class=\"d_normalheder\"\u003e\u003cspan\u003eAbout the Author(s) \/ Editor(s)\u003c\/span\u003e\u003c\/h2\u003e\n\u003cdiv class=\"more\"\u003e\n\u003cp\u003e\u003cstrong\u003eR.K. Mishra\u003c\/strong\u003e, Senior Professor and Director, Institute of Public Enterprise (IPE), Hyderabad, did his PhD from University of Rajasthan. A Visiting Fellow at London Business School (UK), he also studied for International Teachers programme at SDA Bocconi, Milan. Dr Mishra taught at the University of Bradford and was a Visiting Professor at Maison Des Sciences De L’ Hommes, Paris and Faculty of Economics, University of Ljubljana, Slovenia. He is a member of the UN Task Force on International Standards of Excellence in Public Administration and Education. He is special invite on OECD Working Group on Privatisation and Corporate Governance of SOEs and Asian Network of Corporate Governance. He is Non-Executive Director on some of the public and private enterprise boards in India. He has considerable experience of teaching and guiding research for doctoral degree in management, economics, public administration and commerce. His areas of interest include: corporate governance, international management, international finance, public-private partnership and restructuring and environmental administration.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eGeeta Potaraju,\u003cspan\u003e \u003c\/span\u003e\u003c\/strong\u003eAssistant Professor at the IPE, Hyderabad, is a PhD in Management with specialisation on public sector enterprises. She has over 15 years of experience in management and development consulting. Her areas of expertise include: participatory governance and civic engagement, health system strengthening, administrative reforms, institutional reforms, change management and capacity building. She has been involved in a number of key assignments with DFID, UNDP, World Bank, World Bank Institute, Family Health International, Government of India and state governments. She is an expert on participatory governance tools like citizens’ charters and community score cards, and has trained a number of officials from Government of India as well as other state governments on these tools.\u003c\/p\u003e\n\u003cspan class=\"morecontent\"\u003e\u003cspan\u003e\u003c\/span\u003e \u003c\/span\u003e\u003ca class=\"menuitem submenuheader\" href=\"https:\/\/academicfoundation.org\/#\"\u003e\u003cspan class=\"accordsuffix\"\u003e\u003c\/span\u003e\u003c\/a\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"more\"\u003e\u003cspan class=\"morecontent\"\u003e\u003c\/span\u003e\u003c\/div\u003e\n\u003ch2 class=\"more\"\u003e\n\u003cspan class=\"morecontent\"\u003eContents in Detail\u003c\/span\u003e\u003cspan class=\"morecontent\"\u003e\u003c\/span\u003e\n\u003c\/h2\u003e\n\u003cdiv class=\"glossymenu\"\u003e\n\u003cdiv class=\"submenu\"\u003e\n\u003cp\u003e\u003cstrong\u003e1.Evolution of Citizen’s Charter\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e   Standards; Openness; Information; Choice; Non-discrimination;\u003cbr\u003e   Accessibility; Grievance Redressal; Global Interest in Adopting \u003cbr\u003e   Citizen’s Charter Programme; Adoption of Citizen’s Charters \u003cbr\u003e   in India; Citizen Empowerment and Citizen’s Charter Implementation;\u003cbr\u003e   Concept of Citizen’s Charter: The Indian Version; Published Standards;\u003cbr\u003e   Information and Openness; Choice and Consultation; Courtesy and\u003cbr\u003e   Helpfulness; Grievance Redressal: An Integral Part of Charter\u003cbr\u003e   Implementation; Proactive Role of Government of India and\u003cbr\u003e   Charter Implementation.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e2.Citizen’s Charter: Toolkit\u003c\/strong\u003e\u003cbr\u003e    \u003cbr\u003e   Step 1: Preparatory Groundwork; Step 2: Identifying the\u003cbr\u003e   Service Delivery Parameters and Service Standards; \u003cbr\u003e   Step 3: Essential Features of a Citizen’s Charter; \u003cbr\u003e   Step 4: Design and Develop Information and Facilitation \u003cbr\u003e   Counter; Step 5: Establishing a Grievance Redressal \u003cbr\u003e   Mechanism; Step 6: Evaluation and Monitoring;\u003cbr\u003e   Conclusion.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e3.Legal Framework for Public Service Delivery in India\u003c\/strong\u003e\u003cbr\u003e    \u003cbr\u003e   Implementation Experiences of Few States; Proposed\u003cbr\u003e   Legislation by Government of India; Role of Public \u003cbr\u003e   Authorities; Obligation of Head of Department(s) \u003cbr\u003e   (Section 5); Establishment of Information and Facilitation\u003cbr\u003e   Centres (IFCs) (Section 6); Grievance Redress Officers\u003cbr\u003e   (including Municipalities and Panchayat) (Section 7);\u003cbr\u003e   Acknowledgement (Section 8); Report Requirements\u003cbr\u003e   (Section 10); Penalties and Compensation (Section 45);\u003cbr\u003e   Conclusion.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cbr\u003e\u003cstrong\u003e4.Grievance Redressal Management System\u003c\/strong\u003e\u003cbr\u003e    \u003cbr\u003e   Initiatives by Government; Essentials of a Grievance\u003cbr\u003e   Redressal System; Steps for Grievance Redress; Salient\u003cbr\u003e   Features; Duties and Responsibilities of the Contact\u003cbr\u003e   Officers of IFCs; Review and Monitoring of Grievance\u003cbr\u003e   Redress Mechanism; Feedback from Citizens; Use\u003cbr\u003e   Information Technology (IT) Tools; Grievance Handling\u003cbr\u003e   and Right to Information Act 2005.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e5.Best Practices in Citizen’s Charter\u003cbr\u003e   Implementation\u003c\/strong\u003e\u003cbr\u003e    \u003cbr\u003e   The Andhra Pradesh Experience; An Integrated\u003cbr\u003e   eGovernance Programme in Andhra Pradesh: Mee Seva\u003cbr\u003e   Experiment; The Gujarat Experience; Fixing Delivery\u003cbr\u003e   Standards.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e6.Best Practices in Grievance Redressal Mechanism\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e   The Andhra Pradesh Experience; Parishkaram:\u003cbr\u003e   Call Centre Application; Lokvani Experiment Online\u003cbr\u003e   Grievance Redressal Tracking System in Andhra Pradesh;\u003cbr\u003e   Grievance Redressal System: A Case Study of a\u003cbr\u003e   Tertiary Hospital in Andhra Pradesh; In Conclusion.\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e7.Conclusion\u003c\/strong\u003e\u003cbr\u003e    \u003cbr\u003e   Some Tips to Make the Charters a Success.\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003ctable width=\"100%\" style=\"width: 100.707%; height: 85px;\"\u003e\n\u003ctbody\u003e\n\u003ctr style=\"height: 21.25px;\"\u003e\n\u003ctd style=\"width: 51.5957%; height: 21.25px;\"\u003ePublisher\u003c\/td\u003e\n\u003ctd style=\"width: 48.0496%; height: 21.25px;\"\u003eAF Press\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr style=\"height: 21.25px;\"\u003e\n\u003ctd style=\"width: 51.5957%; height: 21.25px;\"\u003ePublication Date\u003c\/td\u003e\n\u003ctd style=\"width: 48.0496%; height: 21.25px;\"\u003e2015\u003cmeta charset=\"utf-8\"\u003e\n\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr style=\"height: 21.25px;\"\u003e\n\u003ctd style=\"width: 51.5957%; height: 21.25px;\"\u003eNumber of Pages\u003c\/td\u003e\n\u003ctd style=\"width: 48.0496%; height: 21.25px;\"\u003e178\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr style=\"height: 21.25px;\"\u003e\n\u003ctd style=\"width: 51.5957%; height: 21.25px;\"\u003eISBN\u003c\/td\u003e\n\u003ctd style=\"width: 48.0496%; height: 21.25px;\"\u003e\n\u003cmeta charset=\"utf-8\"\u003e\n\u003cmeta charset=\"utf-8\"\u003e\n\u003cspan\u003e9789332703094\u003c\/span\u003e\u003cbr\u003e\n\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/tbody\u003e\n\u003c\/table\u003e","brand":"R.K. Mishra‚ Geeta Potaraju","offers":[{"title":"Hardcover \/ ENG- English \/ Public Policy","offer_id":51552483672385,"sku":null,"price":895.0,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0938\/9067\/5009\/files\/9789332703094-web-305-Enhancing-Accountability-Mishra.jpg?v=1774934388","url":"https:\/\/www.academicfoundation.com\/products\/towards-economic-crisis-2012-14-and-beyond-copy","provider":"Academic Foundation | AF Press","version":"1.0","type":"link"}