Indian Experience of Citizens Charter

Government of India in 1996 commenced a National Debate for Responsive Administration. A major suggestion which emerged was bringing out Citizens’ Charters for all public service organisations. Idea received strong support at the Chief Ministers’ Conference in May 1997; one of the key decisions of the Conference was to formulate and operationalise Citizens’ Charters at(…)

Public Service Guarantee Act

Public Service Guarantee Act 2010 is the first-of-its-kind in the country and Madhya Pradesh is the first state to implement an Act like this. The Act guarantees delivery of time bound services to common people, failing which officials will have to pay a fine. In case, citizens fail to get services on time, ‘they could(…)

ARC Seven Step Model for Citizen Centricity

ARC Seven Step Model for Citizen Centricity is model draws from the principles of the IS 15700:2005, the Sevottam model and the Customer Service Excellence Model of the UK. Each organization should follow a step by step approach which would help it in becoming increasingly more citizen centric This approach should be followed not only(…)

Sevottam Model

The term Sevottam is formed by joining two Hindi words seva and uttam meaning service and excellence respectively. It is a Service Delivery Excellence Model which provides an assessment-improvement framework to bring about excellence in public service delivery. The need for a tool like Sevottam arose from the fact that Citizens’ charters by themselves could(…)


Ethics is a set of principles of right conduct. It has been defined as a set of values and principles which helps guide behaviour, choice and actions. It helps to decide whether ones’ actions are right or wrong. Organizations as well as individuals have ethical standards. These standards help ensure that individuals belonging to an(…)


No administrator functions in a vacuum. As one is influenced heavily by the current cultural milieu: i.e. values, belief and attitude prevalent in society, well as the culture unique to the organization. Culture basically represents a pattern of values and behaviour, where response pattern persists over a period of time and gets institutionalized. Culture refers(…)


The ultimate goal prescribed in the National Training Policy is to attain “Training for All” which means that training would be imparted to all rungs of the Civil Services starting from the lowest to the highest in policy making. Accordingly, the Department of Personnel and Training has taken up a number of programmes to address(…)

Capacity Building related to the Right to Information Act 2005

The DAR&PG is implementing the DFID funded Capacity Building for Poverty Reduction (CBPR) Programme. The intent of the programme is to promote and support improvements in Public Administration for improving the service delivery to the poor. It supports the evolving governance and fiscal reforms agenda and the state level initiatives to promote and achieve reforms(…)


DARPG initiated a study for measuring governance at State level to provide a tool which could be used by State Governments to identify areas which need improvement. It was the expectation that assessing the state of governance for identifying parameters would help the policymakers and development practitioners to understand implications of certain decisions. Keeping these(…)

Capacity Building for Poverty Reduction

DARPG has undertaken a project funded by the Department for International Development (DFID), UK on ‘Capacity Building for Poverty Reduction’ (CBPR). The purpose of CBPR programme is to assist the Ministry of Personnel, Public Grievances and Pensions in its efforts to promote and support improvements in public administration, which will benefit the poor and the(…)