MIME-Version: 1.0 Content-Type: multipart/related; boundary="----=_NextPart_01C911C3.86F13760" This document is a Single File Web Page, also known as a Web Archive file. If you are seeing this message, your browser or editor doesn't support Web Archive files. Please download a browser that supports Web Archive, such as Microsoft Internet Explorer. ------=_NextPart_01C911C3.86F13760 Content-Location: file:///C:/964ADD12/Keynote_Paper_on_CitizenCharter.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" RbMY miKvi‡K cÖZ¨¶ I c‡iv¶fv‡e = Ki w`‡q _v‡K| RbM‡Yi GB K‡ii UvKvq cwiPvwjZ miKvi I Gi wewfbœ Kvh©µg| RbM‡Yi †`qv Ki UvKv‡ZB miK= vi RbMY‡K w`‡q _v‡K bvbv iKg †mev ev mvwf©m; †hgb ¯^v¯’¨, wk¶v, K…wlm¤cÖmviY, †hvMv‡hvM, AvBb-k„sLjv, wbivcËv, wePvi, ÎvY I cyb

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Kg©m~wP e¨e¯’vcK (Mf‡b©Ý), gvby‡li Rb¨ dvD‡Ûkb

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bvMwiK mb`: wK, †Kb I wKfv‡e[1]

= Avwid GBP. Lvb

 

bvMwiK mb` wK (What is Citizen’s Charter)?

 

ÔcÖRvZ‡š¿i mKj ¶gZvi gvwjK RbMYÕ[2] Ges ÔmKj mg‡q RbM‡Yi †mev Kwievi †Póv = Kiv cÖRvZ‡š¿i K‡g© wbhy³ cÖ‡Z¨K e¨w³i KZ©e¨Õ[3]| msweav‡bi GB eva¨evaKZv AbymiY K‡i miKvi RbMY‡K w`‡q _v‡K bvbv iKg †mev ev mvwf©m; †hgb ¯^v¯’¨, wk¶v, K…wl m¤cÖmviY, †hvMv‡hvM,cvwb I we`y¨r mieivn, AvBb-k„•Ljv, wbivcËv, wePvi, ÎvY I cybe©vmb cÖf„wZ| G me †mev w`‡Z †h‡q miKv‡ii †h LiP nq Zvi GK= wU D‡j­L‡hvM¨ Ask cÖZ¨¶ I c‡iv¶ K‡ii gva¨‡g RbMYB †hvMvb w`‡q _v‡K | Kv‡RB GKw`‡K cÖRvZ‡š¿i gvwjK Ab¨w`‡K Ki`vZv wn‡m‡e Gme †mevi GKwU wbw`©ó gvb cÖZ¨vkv Kivi AwaKvi RbM‡Yi Aek¨B Av‡Q| Aciw`‡K miKv‡ii mvg‡_©iI _v‡K wKQy mxgve×Zv| miKv‡ii mvg_© we‡ePbvq †i‡L hZ= `~i m¤¢e RbM‡Yi cÖZ¨vkv Abyhvqx Zv‡`i‡K †mev †`qv miKvwi †mev cÖ`vbKvix cÖwZôvb¸‡jvi Acwinvh© KZ©e¨| Gme †mev nIqv DwPZ RbM‡Yi Pvwn`vi cÖwZ ms‡e`bkxj, `¶= ;Zvi mv‡_ cwiPvwjZ Ges A‰ea †jb‡`b weewR©Z| †= mev cÖ`v‡bi mgqmxgv I wd (cÖ‡hvR¨ †¶‡Î)-Gi cwigvY nIqv DwPZ †hŠw³K| bv= MwiK mb` (Citizen’s Charter) n‡”Q †mev cÖ`vbKvix ms¯’vi c¶ †_‡K D‡j­wLZ ai‡Yi †mev cÖ`v‡bi GKwU †NvlYvcÎ (declaration)| Ab¨ K_vq, bvMwiK mb` n‡”Q miKvwi †mevi ¸YMZ I cwigvYMZ gvb m¤ú‡K© RbMY I †mev cÖ`vbKvix‡`i g‡a¨ GK ai‡Yi mg‡SvZv ¯§viK (A Citizen’s Charter is the expression of understanding between citizen’s and the provider of a public service = with respect to the quantity and quality of service the former receive in exchan= ge of their taxes)|[4] Av‡iKUz mnR I we¯—vwiZfv‡e ej‡Z †M‡= ;j, GKwU †mev cÖ`vbKvix cÖwZôvb Kv‡`i wK ai‡Yi †mev cÖ`vb Ki‡e, KZ mg‡qi g‡a¨ cÖ`vb Ki‡e, wK cwigvY wd-Gi wewbg‡q cÖ`vb Ki‡e, †mevi DrKl© mva‡b wK wK c`‡¶c MÖnY Ki‡e Ges h_vh_fv‡e †mev bv †c‡j RbMY †Kv_vq I wK cÖwµqvi Awf‡hvM `vwLj Ki‡e Zvi weeiY m¤^wjZ G= KwU WKz‡g›U hv RbM‡Yi AskMÖn‡Yi gva¨‡g cÖ¯‘Z Kiv nq| Z‡e g‡b ivLv `iKvi, bvMwiK mb` †Kvb AvBbMZ `wjj (legal document) bq| GwU bZzb †Kvb AwaKv‡ii Rb¥I †`q bv, eis we`¨g= vb AwaKv‡ii wbðqZv weavb K‡i gvÎ| RbMY wK cvIqvi AwaKvi iv‡L A_©vr †mev cÖ`vbKvixiv wK w`‡Z eva¨ Zv= B bvMwiK mb‡`i cÖwZcv`¨ welq (it is essentially about the righ= ts of the public and the obligations of the public servants)|[5]

 

bvMwiK mb‡`i DrcwË= (Origin of Citizen’s Charter)

&nbs= p;

bvMwiK mb‡`i DrcwË nq hy³iv‡R¨ 1991 mv‡j Rb †gR‡ii †bZ…Z¡vaxb i¶Ykxj miKv‡ii k= vmb Avg‡j| †m mgq †`kwU‡Z GKwU cÖkœ Lye e¨= ;vcK fv‡e Av‡jvwPZ nw”Qj| Zv nj, †emiKvwi ms¯’v¸‡jv hw` gvbm¤úbœ †mev w`‡Z cv‡i Z‡e miKvwi ms¯’v¸‡jv †Kb cvi‡e bv? (If private companies can deliver quality services, then why can’t public agencies do the same?)[6] bvMwiKiv AviI cÖkœ Ki‡Z ïi“ K‡i †h, miKvwi †mevi gvb hw` fvj bv nq Zvn‡j RbMY †mB †mevi Rb¨ K‡ii gva¨‡g †h UvKv w`‡q‡Q Zv †Kb †diZ cv‡e bv - †hgbwU Zviv †Kv‡bv †emiKvwi e¨emv-cÖwZ&oci= rc;vb ev †mev-ms¯’vi KvQ †_‡K †diZ †cZ? = (if the public service which people hav= e paid for through taxation is no good, why should they not get their money back, = as they would have the right to with any shop or service provider in the priva= te sector?) |[7] g~jZ GB cÖkœ¸‡jvi cwi‡cÖw¶‡ZB <= /span>hy³iv‡R¨ bvMwiK mb` Kg©= m~wPi m~ÎcvZ nq, hvi g~j j¶¨ wQj †`‡ki bvMwiK‡`i Rb¨ miKvwi †mevi ¸YMZ gv‡bi Ae¨vnZ DrKl© mvab hv‡Z Zv e¨enviKvix‡`i Pvwn`v I AvKv•¶v c~i‡= ;Y m¶g nq (to continuously improve the quality of public services for the people of the country so that these services respond to the needs and wishe= s of the users) |[8] GB Kg©m~wPi QqwU g~jbxwZ wba©viY Kiv nq[9]-

1)      ¸= ;YMZgvb (Quality): †mevi ¸= YMZ gv‡bi Dbœqb mvab Kiv;

2)   &n= bsp;  cQ›` (Choice): †hme †¶‡Î m¤¢e e¨enviKvix‡`i cQ‡›`i ¯^vaxbZv †`qv;

3)      gvb (Standard): wK cÖZ¨vkv Kiv mgxwPb Ges cÖZ¨vwkZ gv‡bi †mev bv †c‡j wK Kiv DwPZ Zv mywbw`©ó Kiv;=

4)      g~j&um= l; (Value): Ki`vZv‡`i A‡_©i g~j¨ †`qv;

5)      Revew`= wnZv (Accountability): e¨w³MZ I mvsMVwbK Revew`wnZv wbw&= eth;Z Kiv;

6)      ¯= ^”QZv (Transparency): wbqg-Kvbyb †g‡b Pjv Ges Awf‡hvM wb®úwËi †¶‡Î ¯^”QZv wbwðZ Kiv|

 

1998 mv‡j Uwb †e­qv‡ii †bZ…Z¡vaxb †jevi cvwU©i kvmb Avg‡j GB Kg©m~wPwU Òmevi Av‡M †mevÓ (Services First) bv‡g cybivq ïi“ Kiv nq| G mgq bvMwiK mb‡`i bqwU g~jbxwZ wba©viY Kiv nq| †m¸‡jv nj[10]= -

= 1)      †= ;mevi gvb wba©viY (Set standards of service);

= 2)     Z̶= 5;_¨i e¨vcv‡i Db¥y³ _vKv I cwic~Y© Z_¨ cÖKvk (Be open and provide full information);

= 3)     civgk&= copy; I Aš—f~©³ Kiv (Consult and involve);

= 4)      †mevMÖnY Ges cQ‡›`i Dbœq‡b DrmvwnZ Kiv (Enco= urage access and the promotion of choice);

= 5)     mKR= 25;ji mv‡_ b¨vh¨ AvPiY Kiv (Treat all fairly);

= 6)     †= ;Kv‡bv ΓwU-wePz¨wZ †`Lv w`‡j Zv ms‡kvab Kiv (Put things right when they go wrong);

= 7)     m&curr= en;ú‡`i Kvh©Ki e¨envi wbwðZ Kiv (Use resources effectively);

= 8)     bZybZ&= iexcl; Avbqb I Dbœqb mvab Kiv (Innovate and improve); Ges

= 9)     Ab¨= ;vb¨ †mev cÖ`vbKvix‡`i mv‡_ mgš^‡qi gva¨‡g KvR Kiv (Work with other providers)|

 

bvMwiK mb` †Kb? (Why Citizen’s Charter)

 

hy³iv‡R¨ bvMwiK mb‡`i D‡Ïk¨ m¤ú‡K© †`kwUi †Kwe‡bU Awdm †_‡K ejv nq, bvMwiK mb` cÖYq̶= 5;bi g~j D‡Ïk¨ n‡”Q miKvwi †mevq RbM‡Yi cÖ‡ekMg¨Zv evov‡bv Ges †mevi gv‡bvbœq= b| G Rb¨ bvMwiK mb` †mev m¤úwK©Z Avjvc-Av‡jvP= bvq †mev MÖnYKvix I bvMwiK‡`i Aš—f~©w³‡K DrmvwnZ K‡i Ges RbMY‡K e‡j †`q †mevi Rb¨ wKfv‡e †hvMv‡hvM Ki‡Z n‡e, wK gv‡bi †mev cÖZ¨vkv Kiv DwPZ n‡e Ges h_vh_fv‡e †mev bv †c‡j †Kv_vq Z= vi cÖwZKvi PvB‡Z n‡e| (The main purpose of developing a charter is to improve access to public services and promote quality. It does this by encouraging the involvement of users and others in discussions about the service, telling them how to make contact, what level of service to expect, and how to seek a remedy if somet= hing goes wrong)|[11] wewfbœ †`‡ki AwfÁZvi Av‡jv‡K Avgiv bvMwiK mb‡= `i PviwU cÖavb D‡Ïk¨ wPwýZ Ki‡Z cvwi- cÖ_gZ, RbM‡Yi AskMÖn‡Yi gva¨‡g Zv‡`i cÖZ¨= ;vkvi mv‡_ msMwZ †i‡L †mevi gvb ev standard wba©viY Ges Zv‡`i gZvgZ wb‡= ;q wbw`©ó mgq Aš—i Zv wbqwgZ cybtwba©viY| hv‡= ;Z K‡i Ae¨vnZfv‡e †mevi gv‡bvbœqb Ges †mev‡K RbevÜe (citizen friendly) Kiv m¤¢eci nq| wØZxqZ, RbMY= ‡K Zv‡`i cÖvc¨ AwaKvi (entitlements) m¤ú‡K© Z_¨ cÖ`v‡bi gva¨‡g ¶gZvwqZ Kiv hv‡Z K‡i Zviv †mev c&Ou= ml;`vbKvix‡`i Kv‡Q †mme AwaKvi `vwe Ki‡Z cv‡i Ges wewfbœ g¨vKvwbRg (†hgb, Awf‡hvM wb®úwËi e¨e¯’v) cÖwZôvi gva¨‡g †mevcÖ`vbKvix‡`i mvgvwRK Revew`wnZv (social/horizontal accountability) wbwðZ Ki= v| Z…ZxqZ, †mev cÖ`vbKix‡`i m¶gZv e„w×mn (capacity building) wewfbœ D‡`¨v‡Mi (†hgb, mnvqZv KvD›Uvi cÖwZô= v) gva¨‡g Zv‡`i AvPi‡Yi Dbœqb Ges cÖwZôv‡b GK ai‡Yi †mŠRb¨Zvi ms¯‹…wZi (culture of courtesy) weKvk NUv‡bv| PZz_©Z, †mevi g‡bvbœqb, RbM‡Yi AskMÖnY, Awf‡hvM wb®úwË cÖf„wZ D‡`¨v‡Mi gva¨&= #8225;g RbM‡Yi Av¯’v AR©b| D‡j­L Kiv †h‡= ;Z cv‡i †h, bvMwiK mb` mswk­ó †mev-ms¯’= ;vi cÖwZ RbM‡Yi Av¯’v e„w×i mv‡_ mvR= 25;_ mvwe©Kfv‡e miKv‡ii Dci RbM‡Yi Av¯’v e„wׇZ f~wgKv cvjb K‡i|

 

bvMwiK mb‡`i ˆewkó¨ (Salient Features of Citizen’s Charter)=

&nbs= p;

bvMwiK mb‡`i D‡Ïk¨¸‡jv ch©v‡jvPbv Ki‡j G K_v ¯úó n‡q D‡V †h, bvMwiK mb` GKwU †= ;mev cÖ`vbKvix cÖwZôv‡bi †mev m¤úwK&co= py;Z Z‡_¨i GKwU = brochure gvÎ bq, eis mywbw`©ó KZ¸‡jv j¶¨ AR©‡= ;bi Rb¨ GKwU living d= ocument| Kv‡R= B  bvMwiK mb`‡K wbQK GKwU `wjj = (document) wn‡m‡e we‡ePbv bv K‡i GKwU cÖwµqv (process) wnmv‡e we‡ePbv KivB hyw³m½Z|

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


wPÎ: bvMwiK mb` cÖwµqv=

 

 

bvMwiK mb` cÖwµqv‡K mdj Ki= vi Rb¨ Gi KZ¸‡jv ˆewkó¨ eRvq ivLv DwPZ| hy³ivR&um= l;mn wewfbœ †`‡ki AwfÁZvi Av‡jv‡K bvMwiK mb` cÖwµqvi KZ¸‡jv g~j ˆewkó¨ wPwý= ;Z Kiv hvq| †m¸‡jv njt[1= 2]

  1. †mevi gvb wba©viY (Set standards): †= ;mevi gvb wba©viY‡K bvMwiK mb‡`i †gi“`Û wnmv‡e AwfwnZ Kiv nq (backbone of the Charter) |[13] bvMwiK mb‡` †mevi ¸YMZ I cwigvYMZ gvb Ges mgqmxgv my¯úófv‡e wba©viY Kiv nq hv‡Z K‡i †mev MÖnYKixiv wbw`©ó gv‡bi †mev (wbw`©ó mg‡qi g‡a¨) `vwe KiR= 25;Z Ges Zv †`qv n‡”Q wK bv Zv gwbUi Ki‡Z cv‡= i| †mev cÖ`vbKvix cÖwZôvb wK gv‡bi †mev cÖ`v‡bi j¶¨ (¸YMZgvb, mgqmxgv cÖf„= ;wZ) wba©viY K‡iwQj Ges Zvi wecix‡Z wK gv‡bi †= mev cÖ`vb K‡i‡Q Zv ¯^vaxb †Kvb cÖwZôv‡bi Øviv g~j¨vqb (independently validate) Kiv Ges Zvi djvdj cÖKvk Kiv DwPZ| †mev cÖ`vbKvix‡`i g‡a¨ RbM‡Yi Pvwn`v we‡ePbv bv K‡i wb‡R‡`i myweavgZ j¶¨ wba©vi‡Yi †h cÖeYZv †= ;`Lv hvq Zv cwinvi Kiv DwPZ|
  2. cwic~Y© Z_¨ cÖ`vb (Information):= bvMwiK mb‡`i GKwU Ab¨Zg j¶¨B n‡”Q bvMwiK‡= ;`i Z_¨ cÖ`v‡bi gva¨‡g ¶gZvwqZ Kiv| G Kvi‡Y bvMwiK mb` wbfy©j I cwic~Y© Z_¨ cÖ`vb&#= 8225;K DrmvwnZ K‡i, hv‡Z e¨enviKvixiv Rb‡Z cv‡i mswk­ó cÖwZôv‡b wK ai‡bi †mev = KZ mg‡qi g‡a¨ cvIqv hvq Ges †Kvb ai‡bi †mevi Rb¨ wK cwigvY g~j¨ (cÖ‡hvR¨ †¶‡Î) cwi‡kva Ki‡Z nq | Z_¨ Aek¨B mnR‡eva¨ Ges mnRjf¨ n‡Z n‡e | mwVK mg‡q Ges mwVK ¯’v‡b Zvi cÖvc¨Zv wbw&et= h;Z Ki‡Z n‡e|
  3. civgk© (C= onsultation): bvMwiK mb` cÖwµqvi mv‡_ mswk­ó †mevi eZ©gv= b I m¤¢ve¨ e¨enviKvix Ges D³ cÖwZôv‡bi Kg©x‡`i we‡klZ gvVch©v‡qi Kg©x‡`i (cutting-edge staff) Aš—f~©³ Kiv Ges Zv‡`i mv‡_ civgk© Kiv AZ¨vek¨K| Zv‡`i mv‡_ civg‡k©i wfwˇZB †mevi gvb (se= rvice standard) wba©viY Ges Dbœqb Ki‡Z n‡e| ïay mb` cÖYq‡bi mgqB bq, eis cy‡iv cÖwµqvi mv‡_B Zv‡`i‡K Aš—f~©³ Kiv Avek¨K| A_©vr cÖYqb, ev¯—evqb gwbUwis Ges ch©v‡jvPbv (r= eview) cÖwZwU †¶‡ÎB Zv̶= 5;`i AskMÖnY Ri“ix Ges wbqwgZfv‡e Zv‡`i gZvgZ MÖ= ;nY Kiv DwPZ|
  4. †mŠRb¨= Zv I mn‡hvwMZv (Courtesy and helpfulness):= <= /span>bvMwiK mb‡`i gva¨‡g mK‡ji mv‡_ b¨vq m½Z I f‡`ªvwPZ AvPiY wbwðZ K= iv DwPZ| bvMwiK mb‡`i GKwU j¶¨B n‡”Q GK ai‡bi †mŠRb¨Zvi ms¯‹…wZ M‡o †Zvjv| cÖ‡Z¨‡Ki e¨w³MZ †Mvcb= xqZv I AvZ¥gh©v`vi (privacy and dignity) cÖwZ kª×vkxj nIqv Ges hv‡`i we‡kl ai‡Yi cÖ‡qvRb i‡q‡Q (†hgb cÖwZ= eÜx e¨w³eM©) Zv‡`i w`‡K we‡kl bRi †`= qv DwPZ| †QvU †QvU A‡bK D‡`¨vM †hgb, bv‡gi e¨vR (na= me badges), mvnqZv KvD›Uvi (‘May I help you’ counters) BZ¨vw` †mev e&u= ml;enviKvix‡`i Av¯’v AR©‡b h‡_ó mnvqK f~wgKv cvjb = Ki‡Z cv‡i|
  5. Awf&= #8225;hvM wb®úwË (Grievance redressing): <= /span>Awf‡hvM MÖ= nY I wb®úwË †mevi gv‡bvbœq‡bi mvR= 25;_ IZ‡cÖvZfv‡e RwoZ| GB Kvi‡Y bvMwiK mb‡` Awf‡hvM wb®úwËi welqwU‡K AZ¨šR= 12; ¸i“‡Z¡i mv‡_ †`Lv nq| Awf‡hvM MÖnY I `ª“Z wb®úwË ïay †mev MÖnxZv‡`i Av¯’vB evovq bv, GwU †mev cÖ`vbKvix‡`i Rb¨I wk¶Yxq wnmv‡e KvR K‡= i| G‡¶‡Î wZbwU wel‡qi cÖwZ ¸i“Z¡ †`qv cÖ‡qvRb- cÖ_gZ, Awf‡hvM MÖn‡Yi c×wZ mnR I mK‡ji e¨envi Dc‡hvwM Kiv; wØZxqZ, Awf‡hv‡Mi KviY wPw&yacut= e;Z K‡i Zv `~i Kivi D‡`¨vM †bqv Ges Awf‡hvMKvix‡K Rvbv‡bv; Ges Z„ZxqZ, †h me wel‡q evi evi Awf‡hvM Av‡m †m¸‡jv wPwýZ Kiv (iden= tifying ‘trends’ in complaints) hv‡Z K‡i c×wZMZ mgm¨v (systemic problems) `~i Kiv hvq|

 

bvMwiK mb‡`i welqe¯‘ (Contents of a Citizen’s Charter)

&nbs= p;

bvMwiK mb‡`i Dc‡iv‡j­wLZ ˆewk󨸇= ;jvi Av‡jv‡K Avgiv ej‡Z cvwi GKwU bvMwiK mb‡`i WKz‡g‡›U Aš—Zt c‡¶ wbæwjwLZ D= cv`vb¸‡jv _vKv DwPZ-

  1. mswk­ó †mev cÖ`v= bKvix ms¯’vi wfkb I wgkb (Vision and mission statement): <= /b>mswk­ó ms¯’vi wf= kb I wgkb bvMwiK mb‡`i GKwU ¸i“Z¡c~Y© Dcv`vb| ms¯’vwU P~ovš—fv‡e †h j¶¨ AR©‡bi ¯^cœ †`‡L ZvB n‡”Q ms¯’vi wfkb| Avi GB wfk‡b †cuŠQv‡bvi Rb¨ ms¯’vwU hv Ki‡e e‡j w¯’i K‡i ZvB n‡”Q Zvi wgkb| bvMwiK mb‡` ms¯’vi wfkb I wgkb my¯úófv‡e D‡j­L Kiv DwPZ| wfkb I wgkb wba©vwiZ bv _vK‡j bvM= wiK mb` cªYq‡bi mgq Zv RbM‡bi AskMÖn‡Yi gva¨‡g wba©viY Kiv †h‡Z cv‡i| =
  2. mswk&sh= y;ó AvBb ev bxwZ (Relevant policy and legal fr= amework) bvMwiK mb‡` ewY©Z AwaKvi mg~n †Kvb& AvBb ev b= xwZi e‡j wba©vwiZ n‡q‡Q Zv ïi“‡ZB D= ‡j­L Kiv †h‡Z cv‡i, hv‡Z K‡i RbMY Ggb wKQy cÖZ¨vkv bv K‡i hv we`¨gvb AvBb Aby‡gv`b KR= 25;i bv| D³ AvBb ev bxwZ m¤ú‡K©  †Kvb Am‡šR= 12;vl _vK‡j RbMY †hb bxwZ-wba©viYx ch©v‡q †hvMv‡hvM Ki‡Z cv‡i Ges mswk­ó cÖwZôv‡bi c‡¶ wb®úwË Kiv m¤¢eci bq Ggb Awf‡hvM wb‡q Ah_v mgq bó = Kiv †_‡K weiZ _vK‡Z cv‡i|
  3. †= mevi weeiY I gvb (Details of service and qulit= y): mswk­ó cÖwZôvbwU Kv‡= `i‡K wK ai‡bi †mev w`‡q _v‡K Zvi we¯—vwiZ weeiY Ges †m¸‡jv wKfv‡e cvIqv hv‡e Zv bv= MwiK mb‡` D‡j­L Kiv DwPZ| †mev MÖnxZviv cÖwZôvbwUi Kv‡Q wK gv‡bi Ges wK cwigvY †m= ev KZ mg‡qi g‡a¨ cÖZ¨vkv Ki‡Z cv‡i Ges †m Rb¨ wK cwigvY wd/PvR© w`‡Z n‡e  Zv mb‡` my¯úó Kiv DwPZ|
  4. †= mev MÖnxZv‡`i weeiY (Details of the clients): D³ cÖwZôvb ev ms¯’vi †mev MÖnxZv Kviv, K= viv †Kvb ai‡bi †mevi cvIqvi AwaKvi iv‡L Ges †mevi cvIqvi Rb¨ Zv‡`i KiYxq wK Zvi we¯—vwiZ weeiYI bvMwiK mb‡`i GKwU ¸i“Z¡c~Y© Ask|
  5. †= mevi gv‡bvbœq‡b M„nxZ cwiKíbv (Plan for further improvement): †mevi gvb h= Z fvjB †nvK bv †Kb, Zv‡K AviI fvj Kivi my‡hvM me mgqB †_‡K hvq| †mevi gvb AwaKZi DbœZ Kivi Rb¨ mswk­ó cÖwZôv‡bi wK cwiKíbv i‡q‡Q (D`vniY¯^iƒc, bZzb †Kvb e¨e¯’v ev cÖhyw³i cÖeZ©b) Zv bvMwiK mb‡` D‡j­L Kiv DwPZ|
  6. AwfR= 25;hvM wb®úwËi e¨e¯’v (Grievance reddressal mechanism): c~‡e©B Av‡jvPbv Kiv n‡q‡Q †h, Awf‡hvM wb®úwË bvMwiK mb` cÖwµqvi GKwU g~j ˆewkó¨| Kv‡RB Awf‡hvM wb®úw&Eum= l;i e¨e¯’v bvMwiK mb` WKz‡g‡›Ui GKwU AZ¨š— ¸i“Z¡c~Y© I Awe‡”Q`¨ Ask| †Kvb †mev MÖnxZv hyw³msMZ KviY Qvov †mev wKsev †mevi ¸YMZ ev cwigvYMZ gvb Ges/A_ev †mev cÖ`vbKvix‡`i KvQ †_‡K cÖZ¨vwkZ AvPiY bv †c‡j wKsev Zv&= #8225;K †Kvb ai‡Yi nqivwb Kiv n‡j (†hgb, †hŠw³K mg‡qi g‡a¨ †mev bv †= ;`qv ev wba©vwiZ wd-Gi AwZwi³ wKQy `vwe Kiv)  †m m¤ú‡K© Aek¨B Awf‡hvM `vwLj Kivi e¨e¯’v _vK‡Z n‡e| G ai‡bi Awf‡h= vM wK cÖwµqvq †Kv_vq `vwLj Ki‡Z n‡e, KZw`‡bi g‡a¨ Zvi cÖvwß ¯^xKvi Kiv n‡e Ges KZw`‡bi g‡a¨ wb®úwË K= 225;i Awf‡hvMKvix‡K Rvbv‡bv n‡e Zvi weeiY bvMwiK mb‡`i ¸i“Z¡c~Y© Ask| G‡¶‡= ;Î Awf‡hvM MÖnYKvixi bvg, c`ex, Ae¯’vb, †hvMv‡hv‡Mi wVKvbv Ges Zv‡K KLb cvIqv hv‡= ;e Zv D‡j­L Kiv Avek¨K|
  7.  cwiex¶Y I g~j¨vqb (Evaluation of service): mswk­ó cÖwZôv‡bi Kvh©µg bvMwiK mb‡`i mvR= 25;_ mvgÄm¨c~Y© wKbv Zv mve©¶wYKfv‡e gwbUwis = Ges wbqwgZ g~j¨vqb Kiv  m= b` ev¯—evq‡bi †¶‡Î AZ¨š— ¸i“Z¡c~Y©| Kvh©µ‡gi g~j¨vqb bv Kiv n‡j bvMwiK mb` wbQK Kv¸‡R ev‡N cvwiYZ nq (a service charter without a performance measurement system will always remain a paper tiger) |[14] GB g~j¨vqb I cwiex¶‡Y mswk­ó mKj †÷BK‡nvìv‡ii AskMÖnY wbwðZ Ki= v cÖ‡qvRb| GKwU wbw`©ó mgq Aš—i wbqwgZ (eQ‡i Aš—Z GKevi) mswk­ó cÖwZôv‡bi †mevi gvb, Zvi Dci e¨enviKvix‡`i mš‘w&oacut= e;i gvÎv hvPvB (D`viY¯^iƒc, wi‡cvU© KvW© R= wic ev Gw·U B›UviwfD-Gi gva¨‡g) Ges Zv‡`i gZv= gZ I mycvwi‡ki Av‡jv‡K bvMwiK mb‡` cÖ‡qv= Rbxq cwieZ©b Avbvi weavb mb‡`i g‡a¨B D‡j­L _= vKv cÖ‡qvRb|
  8. †= hvMv‡hv‡Mi wVKvbv (Contact):  †mev MÖnxZviv ̶= 4;mev m¤ú‡K© AwaKZi Z‡_¨i Rb¨ †Kv_vq KLb †hvMv‡hvM Ki‡e Zvi we¯—v= wiZ wVKvbv, †dvb b¤^i BZ¨vw` bMwiK mb‡`i Av‡i= KwU ¸i“Z¡c~Y© Ask|
  9. †= mev MÖnxZv‡`i wbKU †_‡K cÖZ¨vkv (Expectation from clients): bvMwiK mb` ev¯—evq‡b = Z_v †mevi g‡bvbœq‡b †mev cÖ`vbKvix‡= ;`i f~wgKv g~L¨ n‡jI †mev MÖnxZv‡`i f~wgKv̶= 5;K Lv‡Uv K‡i †`Lvi my‡hvM †bB| †Kv= 225;bv cÖwZôv‡bi KvQ †_‡K cÖZ¨vwkZ gv‡bi †mev †c‡Z PvB‡j †mev MÖnxZv‡`i wK Kiv DwPZ Avi wK Kiv DwPZ bq A_©vr D³ cÖwZôvb Zvi g‡°j‡`i wbKU †_‡K wK ai‡bi AvPiY cÖZ¨vkv K‡i Zvi weeiYI bvMwiK mb̶= 5;` Aš—f~©³ Kiv DwPZ|
  10. mb` c&O= uml;bqY/ch©v‡jvPbvi ZvwiL (Publication/review date): <= span lang=3DSV style=3D'font-family:SutonnyMJ;mso-ansi-language:SV'>bvMwiK = mb` cÖYqb/ch©v‡jvPbvi ZvwiL ¯úófv‡= ;e D‡j­L _vKv cÖ‡qvRb, hv‡Z mb`wU nvjbvMv` (updated) Av‡Q wKbv = Zv e¨enviKvixiv mn‡RB eyS‡Z cv‡i| cieZ©x‡Z KLb GwU ch©v‡jvPbv Kiv n‡e ZvI mb‡` D‡j­L _vKv cÖ‡qvRb|

 

bvMwiK mb` I RbM‡Yi AskMÖnY (Citizen’s Charter and People’s Participati= on)

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3D"Rounded&= Ocirc;bvMwiK mb`Õ Gi msÁvi g‡a¨B wbwnZ Av‡Q †h, GB m= b` bvMwiK‡`i Rb¨ Ges bvMwiK‡`i AskMÖn‡Yi gva¨‡gB ˆZwi Kiv nq (charter for the citizens and by = the citizens)| RbM‡Yi AskMÖnY = e¨wZ‡i‡K †Kv‡bv bvMwiK mb`B cÖK…Z A‡_© bvMwiK mb` n‡q DV‡Z cv‡i bv| c~‡e©B ejv n‡q‡Q= , bvMwiK mb‡`i g~j j¶¨ n‡”Q bvMwiK‡`i cÖZ¨= vkv Abyhvqx †mevi g‡bvbœqb| bvMwiK‡`i mv‡_ Avjvc-Av‡jvPbv (consultation) bv K‡i bvMwiK mb` ˆZwi Kiv n‡j Zv‡Z RbM‡Yi cÖZ¨vkvi cÖwZdjb NUvi m¤¢vebv  AZ¨š— ¶xY| c&Ou= ml;vqktB †`Lv hvq †h, miKvwi Kg©Pvwiiv hv wKQy‡K RbM‡Yi= cÖZ¨vkv e‡j g‡b K‡i Zvi mv‡_ RbM‡Yi mwZ¨Kv‡= ii cÖZ¨vkvi GKai‡bi dvivK (gap) †_‡KB hvq| G‡K mPivPi ÔcÖZ¨vkvi e¨eavbÕ (expectation gap) wn‡m‡e AwfwnZ Kiv nq|[15] GB e¨eavb †NvPv‡bvi Rb¨ bvMwiK mb` cÖYq‡b Rb= M‡Yi AskMÖnY Acwinvh©| bvMwiK‡`i A_©c~Y© AskMÖnY = Qvov cÖYxZ bvMwiK mb‡`i cÖwZ bvMwiK‡`i gvwjKvbv‡eva = (ownership) m„wó nq bv| d‡j †= mev MÖnxZv‡`i ¶gZvqb Ges †mevcÖ`vbKvix‡`i mvgv= wRK Revew`wnZv (social accountability) wbwðZ Kivi nvwZqvi (tool) wn‡m‡e bvMwiK mb`  †Zgb Kvh©Ki f~wgKv cvjb Ki‡Z cv‡i bv| Kv‡RB bvMwiK mb`‡K wbQK GKwU Kv¸‡R wel‡q (paper exercise) cwiYZ bv K‡i GKwU living document wn‡m‡e †`L‡Z PvB= 225;j Aš—Zt wZbwU †¶‡Î RbM‡Yi AskMÖnY cÖ‡qvRb- cÖ_gZ, bvMwiK mb` cÖbq‡Yi c~‡e&co= py; G‡Z wK wK welq Aš—f©~³ Kiv DwPZ †m e¨v= cv‡i Zv‡`i gZvgZ †bqv; wØZxqZ, cÖYq‡bi ci G‡Z Zv‡`i cÖZ¨vkvi cÖwZdjb N‡U‡Q wK bv Zv hvPvB‡qi D‡Ï‡k¨ Zv‡`i mv‡_ Av‡jvPbv Kiv; Ges Z…ZxqZ, wbw`©ó mgq Aš—= i wbqwgZ (eQ‡i Aš—Zt GKevi) bvMwiK mb` ch©v‡jvPbv (review) K‡i cÖ‡qvRbxq cwieZ&= copy;b mva‡bi Rb¨ RbM‡Yi mv‡_ Av‡jvPbv Kiv| Zv Qvov, bvMwiK mb` ev¯—evqb gwbUwis-G RbM‡Yi AskMÖn‡Yi Rb¨ bvMwiK mb` I Zvi Av‡jv‡K cÖ`Ë †mev m¤ú‡K© cÖwZwbqZ RbM‡Yi gZvgZ †bqvi e¨e¯’v _vKv cÖ‡qvRb| g‡b ivLv `iKvi †= h, bvMwiK‡`i AskMÖnY wbwðZ Kivi †¶‡Î bvMwiK‡`i ga¨Kvi ˆewP‡Î¨i (diversity)= cÖwZ  we‡kl bRi †`qv DwPZ| A_= ©vr †Kvb †kªYxi (D`vniY¯^iƒc bvix, Avw`evmx, cÖwZeÜx cÖgyL) cÖwZwbwaZ¡ †hb ev` bv c̶= 5;o Zv wbwðZ Kiv Avek¨K| g~jZ, me †kªYxi RbM‡Yi AskMÖn‡Yi gva¨‡gB m¤¢e bvMwiK mb‡`i j¶¨ AR©b Z_v †mevi gv‡bvbœqb| hy³iv‡óªi ZrKvjxb fvBm †cÖwm‡W̹= 0;U Avj& †Mvi bvMwiK‡`i e³e¨ †kvbv‡K (miKv= wi †mevi) ¸YMZ gvb Dbœq‡bi PvweKvwV wn‡m‡e AwfwnZ K‡i‡Qb (Listening to citizens is the key to quali= ty improvement)|[16]

 

bvMwiK mb` †`‡k †`‡k (International Senar= io)

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hy³iv‡R¨i bvMwiK mb` Kg©m~wPi mvdj¨ c„w_exi wewfbœ †`k‡K D³= Kg©m~wP‡Z AvMÖnx K‡i †Zv‡j| wewfbœ †`k wewfbœ bv‡g GKB ai‡bi Kg©m~wP Pvjy K‡i| D`vniY¯^iƒ= ;c d«vÝ Ser= vice Charter (1992), †¯= ;úb The Quality Observato= ry (1992), †ejwRqvg Public Service Users= 217; Charter (1992), gvjqwkqv Client Chart= er (1993), cZz©Mvj The Quality Charter in Public Services (1993), R¨vgvBKv Citizen’s Charter (1994), KvbvWv Service Standards Initiative (1995), A‡&di= vide;ªwjqv Service Charter (1997) G= es fviZ = Citizen’s Charter (1997) Kg&co= py;m~wP Pvjy K‡i| Gi †Kv‡bv †Kv‡bvwU cy‡ivcywifv‡e hy³iv‡R¨i Av`‡j, Avevi †KvbwU wKQyUv wfbœ Av`‡j Pvjy nq|

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gvjqwkqv 1993 mv‡j A‡bKUv hy³iv‡R¨i Av`‡j Citizen’s Charter Kg©m~wP ïi“ K‡i| wewfbœ †mev-ms¯’v‡K mb` ˆZix‡Z mn‡hvwMZv K= ivi Rb¨ †`kwUi miKvi GKwU MvBWjvBb Bmy¨ K‡i| GKB eQi gvjwkq= vq miKvi Best Charter Aw= ard Pvjy K‡= ;i| GQvov †mev cÖ`v‡bi †¶‡Î †Kvb ΓwU-wePz¨wZ †`Lv w`‡j Zv ms‡kvab K‡= ;i †mev MÖnxZv‡`i wek¦vm I Av¯’v cybi“×v‡ii Rb¨ Service Recovery Concept cÖeZ©b Kiv nq|

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A‡÷ªwjqvi KgbIj‡q_ miKvi 1997 mv‡j Service Charter = Pvjy K‡i| Gi gva¨‡g Rb-‡mev‡K (pulic service) = GKwU wbQK AvgjvZvwš¿K cÖwµqv †_‡K &#= 8224;ei K‡i G‡b MYgyLx Drcv`‡b (from bureaucratic process to customer focused outcome) cwiYZ Kivi D‡`¨vM †bqv nq|

 

1995 mv‡j `¨ †UªRvwi †evW© Ae KvbvWv †m‡µUvwi‡qU Service Standard Initiative Avi¤&= cent; K‡i| hy³iv‡óªi AbyKi‡Y GB Kg©m~wP MÖnY Kiv n‡jI Gi cwiwa AviI e¨vcK Kiv nq| GB Kg©m~wPi gva¨‡g bvMwiK‡`i cÖZ¨vkv Abyhvqx †mevcÖ`vbKvix ms¯’v¸‡jv‡K eÜzm= yjf, kª×vkxj Ges `vwqZ¡kxj Kivi D‡`¨vM †bqv nq| GQvov miKvwi Awdm¸‡jv‡Z AwZwi³ mgq KvR Kivi weavb Ge= s ‘one-stop-shopping’ Pvjy Kiv nq|=

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bvMwiK mb`: fviZxq AwfÁ= ;Zv (Citizen’s Charter: Indian Experience)

 

fvi‡Z 1994 mv‡j †fv³v AwaKvi Av‡›`vj‡bi Kg©xiv ¯^v¯’¨ †mev cÖ`vbKvix‡`i Rb¨ GKwU bvMwiK mb‡`i Lmov cÖYqb Kivi gva¨‡g ̶= 4;`kwU‡Z bvMwiK mb` Av‡›`vj‡bi m~ÎcvZ K‡ib| bvMwiK‡`i Av‡›`vj‡bi cwi‡cÖw¶‡= ;Z 1996 mv‡j fvi‡Zi cÖavbgš¿x bvMwiK mb` Kg©= m~wPi D‡`¨vM MÖnY K‡ib| 1997 mv‡ji 24 †g cÖavbgš¿xi mfvcwZ‡Z¡ AbywôZ gyL¨gš¿x‡`i GK m‡¤§j‡b “Action Plan for Effective and Responsive Government at the Centre and the State Levels” M„nxZ nq| m‡¤§j‡b M„= ;nxZ Ab¨Zg GKwU wm×vš— wQj †Kw›`ªq I cÖv‡`wkK miKvi¸‡jv bvMwiK mb` cÖYqb Ki‡e|= †hme ms¯’vi mv‡_ RbM‡Yi ms‡hvM (public interface)= Lye †ewk †m me ms¯’v mevi Av‡M bvMwiK mb` cÖb= qY Ki‡e| †hgb †ijI‡q, WvK, †Uwj‡hvMv‡= ;hvM cÖf„wZ|

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The Department of Adminis= trative Reforms and Public Grievances (DARPG)-= = 224;K  bvMwiK mb` cÖYqb Kg©m~wP= wU ZË¡veav‡bi `vwqZ¡ †`qv nq| wWGAviwcwR cy‡= ;iv Kg©m~wPwUi mgš^‡qi `vwqZ¡ cvjb K‡i|  ms¯’vwU bvMwiK mb` cÖYq‡bi Rb¨ cÖ‡qvRbxq w`K wb‡`©kbv n&u= ml;vÛeyK AvKv‡i Ges wK Kiv DwPZ Avi wK Kiv DwPZ n‡e bv (dos and don’ts) Zvi= GKwU ZvwjKv ˆZwi K‡i wewfbœ miKvwi cÖwZôv‡b †cÖiY K‡i| wWGAviwcwR †Kw›`ªq I cÖv‡`wkK ch©v‡qi wewfbœ †mev cÖ`vbKvix ms¯’v‡K †mev e¨enviKvix, DaŸ©Zb KZ&cop= y;„c¶ Ges gvV ch©v‡qi Kg©x‡`i mgš^‡q GKwU Uv¯‹‡dvm© MVb Kivi Dc‡`k †`q| wWAviwcwRi n¨vÛey‡K ejv nq, “These charters were to incl= ude first, standards of services as well as time limits that the public could reasonably expect for service delivery, avenues of grievance redress, and a provision for independent scrutiny through the involvement of citizens and consumer groups|”[17] bv= MwiK mb` Kg©m~wP PjvKv‡j wWAviwcwR GKwU ‡m±‡i `„óvš—g~jKfv‡e wmwU‡Rb PvU©vi cÖwZôvi D‡`¨vM MÖnY K‡i hv‡Z Ab¨vb¨ ms¯’v †mwU‡K AbyKiY Ki‡Z cv‡i| RbM‡Yi mv‡_ cÖwZwbqZ ms‡hvM N‡U, †mev cÖ`v‡b Ges Z_¨cÖhyw³i e¨env‡i= Zzjbvg~jKfv‡e AMÖmi wn‡m‡e we‡ePbv K‡i e¨vwKs LvZ‡= K G Kv‡Ri Rb¨ †e‡Q †bqv nq| 2000 mv‡j wWAviwc= wR wZbwU e¨vsK h_v cvÄve b¨vkbvj e¨vsK, c¨vÄve G&Uci= rc; wm›` e¨vsK Ges Iwi‡q›Uvj Kgwk©qvj e¨vsKÕ†K †e‡Q wb‡q Zv‡`i‡K nv‡Z-Kj‡g bvMwiK mb` ev¯—evq‡bi wk¶v (hand-holding exercise) †`q  hv‡Z K‡i Zviv G †¶‡Î Ab¨ mKj cÖwZôv‡bi Rb¨ †ivj g‡Wj wnmv‡e KvR Ki‡Z cv‡i|

 

wWAviwcwRÕi 2006 mv‡ji wnmve g‡Z mviv‡`‡k †gvU bvMwiK mb‡`i msL¨v wQj 767wU, hvi g‡a¨ †Kw›`ªq ch©v‡q 112wU, cÖv‡`wkK ch©v‡q 588wU Ges BDwbqb †UwiUwi¸‡jv‡Z 67wU bvMwiK mb` cÖYxZ n‡qw= Qj| wWAviwcwR Z…Zxq c‡¶i Øviv †ek wKQy mgx¶v cwiPvjbvi D‡`¨vM MÖnY K‡i| G me mgx¶vq †`Lv hvq AwaKv= sk bvMwiK mb` cÖYq‡b RbM‡Yi AskMÖnY cÖZ¨vwkZ ch©v‡qi wQj bv| mb`¸‡jv‡Z †mev cÖ`v‡bi †h mgqmxgv wba©viY Kiv n‡q‡Q A‡bK †¶‡Î Zv wQj †ek Kg, Avevi A‡bK †¶‡Î Zv wQj A‡hŠw³Kfv‡e `xN&co= py;| †mev-ms¯’v¸‡jvi Kg©x‡`i mb` ev¯—evq‡bi Rb¨ cÖ‡qvRbxq cÖwk¶Y G= es RbM‡Yi g‡a¨ mb` m¤ú‡K© e¨vcK cÖPviYvi h‡_ô Afve wQj| cÖPviYvi Rb¨ ˆZix DcKiY¸‡jvI wbfy©j wQj bv| mgx¶vi djvd‡ji wfwˇZ wWGAviwcwR bvMwiK mb`¸‡jvi Dbœq‡b †ek wKQy c`‡¶c MÖnY K‡i| †hgb, mKj bvMwiK mb‡`i Rb¨ GKwU mgwš^Z I‡qemvBU (ww= w.goicharters.nic.in) ˆZix, mb`¸‡jv‡K evwn¨K Ges Af¨š—ixYfv‡e g~j¨vq‡bi Rb¨ GKwU g‡Wj ˆZix, wewfbœ †÷BK‡nvìv‡i g‡a¨ m‡PZbZv m„wói Rb¨ AvÂwjK ch©v‡q †mwgbv̶= 5;ii Av‡qvRb, `¶Zv Dbœq‡bi Rb¨ cÖwk¶Y BZ¨vw`|[18] G Qvov m¤cÖwZ wWAviwcwR hy³iv‡R¨i AwfÁZvi A= v‡jv‡K PvU©vi gvK© ¯‹xg Pvjy Kivi D‡`¨vM MÖnY K‡i‡Q| PvU©vi gvK© AR©‡bi Rb¨ GKwU cÖwZôvb‡K bvMwiK mb‡`i Av‡jv‡K †me= vi DrKl© cÖ`k©b Ki‡Z nq| GKwU ¯^vaxb wePviK-c¨v‡bj KZ¸‡jv wbw`©ó µvB‡Uwiqvi Av‡jv‡K cÖwZôv‡bi cÖ`Ë †mev= 225;K wePvi K‡i PvU©vi gvK© G¨vIqvW© cÖ`vb K= 225;i| PvU©vi gvK© ¯‹xg Pvjy n‡j GKw`‡K †hg= b bvMwiK mb‡` e¨³ Aw½Kvimg~n i¶vq †mev cÖ`vbKv= ix ms¯’v¸‡jv DrmvwnZ n‡e, Ab¨w`‡K †Zgwb ms¯’v¸‡jvi g‡a¨ GKwU my¯’ cÖwZ‡hvwMZv m„wó Kiv m¤¢= ;eci n‡e|

 

evsjv‡`‡k bvMwiK = mb` D‡`¨vM (Citizen’s Charter Initiative in Bangladesh= )

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2000 mv‡j Public Administration Reform Commission (PARC) evsjv‡`‡ki wZbwU gš¿Yvjq Ges cuvPwU ¸i“Z¡c~Y© cÖwZôv‡b bvMwiK mb` cÖYq‡bi mycvwik K‡i|[19] wKš‘ `xN©w`b hver GwU ev¯—evwqZ nq wb| 2007 mv&#= 8225;ji Rvbyqvwi gv‡m eZ©gvb ZË¡vavqK miKvi `vwqZ¡ †bqvi ci †m eQi Ryb gv‡m cÖavb Dc‡`óvi Kvh©vjq †_‡K mKj gš¿Yvj‡q ÔcÖkvmwbK Kg©Kv‡Û MwZkxjZv AvbqbÕ welqK = GKwU cÎ cvVv‡bv nq| D³ c‡Î gš¿Yvjq&cedi= l;‡jv‡K KwZcq wb‡`©‡ki mv‡_ bvMwiK mb` cÖYq‡bi wb‡`©kI †`qv nq| c‡Î ejv nq, Ô....Awdm/c= ÖwZôv‡b †mevi gvb wba©viY, citizen charter cÖYqb.... BZ¨vw` msµvš— Dc‡`óv cwil‡`i wm×vš— h_vh_fv‡e ev¯—evwqZ n‡j cÖkvm‡b Kvw•¶Z MwZkxjZv AwR©Z n‡e|[20]Õ

 

D³ wPwVi cwi‡cÖw¶‡Z cÖvq mKj gš¿Yvjq Ges †ekwKQy Aaxb¯— wefv‡M bvMwiK mb` cÖYqb KwgwU MV= ‡bi gva¨‡g bvMwiK mb` cÖYqb Kiv nq| ¯’vbxq ch©v‡q bvMwiK mb` cÖYq‡bi Rb¨ ms¯’vcb gš¿Yvjq mKj wefvMxq Kwgkbvi I †Rjv cÖkvmK‡K wb= ‡`©k †`q|[21] GB wb‡`©‡ki d‡j †`‡ki †Rjv cÖkvmK‡`i Kvh©vjq¸‡jv‡ZI bvMwiK mb` cÖYqb Kiv nq|

 

evsjv‡`‡k bvMwiK mb‡`i BwZevPK w`K (Citizen’s Charter in Bangladesh: Positive Aspects)=

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evsjv‡`‡ki bvMwiK mb` D‡`¨v‡M †ek KZ¸wj BwZevPK w`K j¶¨Yxq, †hgb-

  • cÖ_gZ, evsjv‡`‡k bvMwiK mgv̶= 5;Ri c¶ †_‡K bvMwiK mb` cÖYq‡bi †Zgb †Kvb `vwe DÌvwcZ nq wb| Zv m‡Ë¡I miKvi ¯^Ztù~Z©fv‡eB GB D‡`¨vM MÖnY K‡i‡Q hv miKvwi †mevi g‡bvbœq‡b miKv‡ii Avš—wiKZviB ewntcÖKvk|=
  • wØZxqZ, bvMwiK mb` D‡`¨v‡Mi cv= kvcvwk miKvi GKB mg‡q Ggb KZ¸‡jv D‡`¨vM MÖnY K‡i‡Q (†hgb, `yb©xwZ `gb Kwgkb Kvh©Ki Kiv, Z_¨-AwaKvi Aa¨v‡`k Aby‡gv`b BZ¨vw`) †h¸‡jv GKw`‡K †hgb bvMwiK mb` D‡`&= uml;vM‡K mdj Kivi †¶‡Î BwZevPK f~wgKv cvjb Ki‡e, Ab¨w`‡K †Zgwb bvMwiK mb`I Gme D‡`¨v‡Mi mdjZvi †¶‡Î ¸i“Z¡c~Y© Ae= `vb ivL‡e|
  • Z…ZxqZ, GB D‡`¨v‡Mi gva¨&#= 8225;g me©¯—‡ii bvMwi‡Ki Rb¨ miKvwi ms¯’v¸‡jvi `vwqZ¡vejx m¤ú‡K© Rvbvi my‡hvM m„wó n‡q‡Q| d‡j miKvwi ms¯’v¸‡jvi mvgvwRK Revw`wnZv wbwðZ Kivi †¶‡Î mykxj mgv= R I MYgva¨gmn me©¯—‡ii bvMwiK‡`i Rb¨ b= Zzb GKwU nvwZqvi (tool) cÖvwZôvwbK iƒc (institutionalized) jvf K‡i‡Q; A_©vr c&Ou= ml;kvmwbK Revw`wnZvi †¶‡Î GKwU bZzb gvÎv hy³ n‡q‡Q|

 

evsjv‡`‡ki bvMwiK= mb`¸‡jvi `ye©jZv (Weakness of Citizen’s Charters of Bangladesh)

 

†h †Kvb cÖwZôv‡b bZzb †Kvb Kb‡mÞ m~Pbv Kiv me mgqB P¨v‡jwÄs| we‡klZ, Avgv‡`i †`‡ki gZ †hme †`‡k mbvZbx a¨vb-aviYv wewkó Jcwb‡ewkK av‡Pi AvgjvZš¿ we`¨gvb †mme †`‡ki Rb¨ GwU AviI †ewk KwVb| evsjv‡= `‡k bvMwiK mb` cÖYq‡b †h cÖwµqv AbymiY Kiv n‡q‡Q †m cÖwµqvq cÖK…Z A‡_&co= py; bvMwiK mb` cÖYqb m¤¢eci wK bv Zv cÖkœ mv‡c¶|= evsjv‡`‡k bvMwiK mb` cÖYq‡bi cÖavb K‡qKwU c×wZMZ ΓwU n‡”Q-

<= o:p> 

  • cÖ_gZ, bvMwiK mb` cÖYq‡b RbM̶= 5;Yi Z_v †mev MÖnxZv‡`i AskMÖnY wbwðZ Kiv nqwb| R= bMY mswk­ó †mev-ms¯’vi Kv‡Q wK ai‡= bi †mev cÖZ¨vkv K‡i Zv Rvbvi †Kvb †PóvB Kiv nqwb| c~‡e©B ejv n‡q‡Q R= bMY Z_v †mev MÖnxZv‡`i AskMÖnY e¨wZ‡i̶= 5;K bvMwiK mb` cÖK…Z A‡_© bvMwiK mb` n‡q DV‡Z cv‡i bv|
  • wØZxqZ, cÖ‡Z¨K †`‡ki miKviB bvMwiK mb‡`i GKwU wbR¯^ msÁv Ges †mB Av‡jv‡K Gi j¶¨ wba©viY K‡i‡Q| D`vniY¯^iƒc, gvjqwkqvi miKvi Client’s Charter <= span style=3D'font-family:SutonnyMJ'>Kg©m~wP‡Z ClientR= 17;s Charter-†K  “a written commit= ment by an agency to deliver outputs or services according to specified standards of quality” wnmv‡e ms&Aacut= e;vwqZ K‡i‡Q|[22]  wKš‘ evsjv‡`‡k bvMwiK mb‡`i †Kvb mywbw`©&oacut= e; msÁv wba©viY Kiv nq wb| d‡j bvMwiK mb` wK Zv wb̶= 5;q miKv‡ii wewfbœ ms¯’vi g‡a¨ GKwU Awfbœ aviYv (common understanding) m„wó= nqwb; eis wewfbœ ms¯’v bvMwiK mb`‡K wewfbœfv̶= 5;e Abyaveb K‡i‡Q| AwaKš‘ miKvwifv‡e bvMwiK m= b` Kg©m~wPi j¶¨I h_vh_fv‡e wba©vwiZ bv nIqvq cÖYxZ bvMwiK mb`¸‡jv‡Z †mevi gvb Dbœq‡bi †Kvb cÖwZdjb N‡U wb|
  • Z…ZxqZ, GKB mv‡_ mKj gš¿Yvj= q Ges eûmsL¨K cÖwZôv‡b bvMwiK mb` cÖYq‡= ;bi D‡`¨vM †bqv n‡q‡Q| †Kvb we‡kl cÖwZôv‡b cix¶vg~jKfv‡e bvMwiK mb` cÖe= Z©b K‡i AwfÁZv AR©b Ges mgm¨vmg~n wPwýZ KR= 25;i †mB Av‡jv‡K Ab¨vb¨ ms¯’vi bvMwiK = mb`¸‡jv cÖYqb Kiv nqwb|
  • PZz_©Z, bvMwiK mb` Kg©m~wPi mgš^= 225;qi `vwqZ¡ †Kvb we‡kl ms¯’vi Dci b¨¯— Kiv nqwb| d‡j bvMwiK mb`¸‡jv A‡bKUv w`K wb‡`©kbvnxbfv‡e cÖYxZ n‡q‡Q|
  • cÂgZ, bvMwiK mb` ev¯—evq‡bi Rb¨ mswk­ó †mev cÖ`vbKvix cÖwZôv‡bi wewfbœ ch©v‡qi Kg©x= 225;`i we‡kl K‡i gvV ch©v‡qi Kg©x‡`i Aš—f©~³ Kivi Ges Zv‡`i m¶gZv e„w= ×i †Kvb D‡`¨vM j¶¨ Kiv hvq wb| d‡j Zviv †h ïay bvMwiK mb‡`i g~j †PZbv (spirit) <= span style=3D'font-family:SutonnyMJ'>Abyave‡b e¨_© n‡q‡Q ZvB bq, A‡bK †¶‡Î Zviv = wbR wefv‡Mi bvMwiK mb` cÖYq‡bi welqwUI AeMZ bb|
  • lôZ, bvMwiK mb‡`i mdjZvi Rb¨ G m¤ú‡K© e¨vcK cÖPvi Ges Rbm‡PZb= Zvi cÖ‡qvRb nq| wKš‘ evsjv‡`‡k G ch©š— G ai‡Yi †Zgb †Kvb D‡`&um= l;vM cwijw¶Z nq wb| gywó‡gq K‡qKwU ms¯’v (†hgb, cywjk I cj­xwe`y¨r) msev` c‡Î bvMwiK = mb` cÖKvk K‡i‡Q Ges †ek wKQy ms¯’vi mb` I‡qe mvB‡U Avc‡jvW Kiv n‡q‡Q (Gi AwaKvskB Bs‡iRx)| wewUwUweÕi (eZ©gv‡b wewUwmGj) gZ `y&O= tilde;GKwU cÖwZôvb mb`¸‡jv‡K d¬vBqvi AvKv‡i gy`ªY K‡i‡Q| Gi AwZwi³ †Kvb cÖPviYv cwiPvwjZ n‡q‡Q e‡j Rvbv hvq wb| Ggb wK A‡bK †¶‡Î cÖwZôvb¸‡jv‡Z bvMwiK mb` cÖ`k©‡bi ¯’vbI mwVKfv‡e wbe©vPb Kiv nq wb|[23]
  • mßgZ, mb` g~j¨vqb I cwiex¶‡Yi cÖwµqv wK n‡e Zv bvMwiK mb‡`i `wj‡jiB GKwU Ask (a part of the content of the charter document)| wKš‘ Avgv‡`i bvMwiK= mb`¸‡jv‡Z Gai‡Yi †Kvb As‡ki Dcw¯’wZ j¶¨ Kiv hvq bv| mb` cwiex¶Y ev g~j¨vq‡bi Rb¨ †Kvb g¨vKvwbRgI GLbI cÖwZwôZ nq wb|
  • AógZ, ¯’vbxq ch©v‡qi b= vMwiK mb`¸‡jv ¯’vbxq ch©v‡q ¯’v= bxq RbM‡Yi AskMÖn‡Yi gva¨‡g nIqv DwPZ wQj| wKš‘ AwaKvsk †¶‡ÎB Zv n‡q̶= 5;Q †Kw›`ªq ch©v‡q MwVZ KwgwUi Øviv| D`= vniY ¯^iƒc ejv hvq, cÖv_wgK wk¶vi wewfbœ ¯—‡ii 7wU bvMwiK mb‡`i (cÖv_wgK we`¨vj= q, Dc‡Rjv wk¶v Awdm, †Rjv cÖv_wgK wk¶v Awdm, wefvMxq Dc-cwiPvj‡Ki Kvh©vjq, Dc‡Rjv wi‡mvm&cop= y; †m›Uvi, wcwUAvB I cÖv_wgK wk¶v Awa`ßi) me KÕwUB cÖYqb Kiv n‡q‡Q †Kw›`ªq ch©v‡q MwVZ 7 m`‡m¨i GKwU KwgwUi Øviv| G f= v‡e Dci †_‡K Pvwc‡q †`qvi d‡j GKw`‡K †hgb mb`¸‡jv‡Z ¯’vbxq ch©v‡qi cÖ‡qvR‡bi cÖwZdjb N‡Uwb, Ab¨w`‡K †Zgwb ¯’vbxq cÖkvm‡b Gi ev¯—evq‡b †Kvb ZvwM` m„wó nq wb|[24]
  • begZ, A‡bK †mevi †¶‡Î †Kw›`ªqfv‡e GKwU gvÎ mgwš^Z (= generic) mb` cÖYqb Kiv n‡q‡Q = hv g~jZ  †mev †Kw›`ªK (service specific)|  wKš= 216; Gme †mevi †¶‡Î cÖwZôvb wfw&Eum= l;K Avjv`v Avjv`v (institution specific) bvMwiK mb` cÖ‡qvRb wQj| D`vniY¯^iƒc 1998 mv‡= ;j (eZ©gvb bvMwiK mb` D‡`¨v‡Mi c~‡e©) ¯^v¯’¨ gš¿Yvjq Clients’ Charter of Rights cÖYqb K‡i‡Q| wKš‘ wewfbœ nvmcvZvj I ¯^v¯’¨‡K‡›`ªi Rb¨ GLbI †Kvb bvMwiK mb` cÖYqb n‡q‡Q e‡j Rvbv hvq = bv|[25]

bvMwiK mb‡`i Gme c×wZMZ `ye©jZvi Kvi‡Y GKw`‡K †= hgb cÖYxZ bvMwiK mb`¸‡jvi welqe¯‘‡Z bvbv ai‡Yi `ye©jZv i‡q‡Q, Ab¨w`‡K †Zgwb m= b`¸‡jvi ev¯—evq‡bi †Zgb †Kvb cÖ‡PóvI j¶¨ Kiv hv‡”Q bv|

 

 

 

 

 

 

 

 

 

 

 


wPÎ: evsjv‡`‡k bvMwiK mb` cÖwµqv

 

K‡qKwU †mev-ms¯’vi bvMwiK mb` WKz‡g›U ch©v‡= ;jvPbvq †`Lv hvq AwaKvsk WKz‡g‡›UB AZ¨vek¨Kxq wewfbœ Dcv`vb Abycw¯’Z (cwiwkó -1 `ªóe¨)| D`vniY¯^iƒc-

  1. A‡bK bvMwiK mb‡` ms¯’vi wfkb-wgkb D‡j­L Kiv nq wb; †hgb, cywj‡ki bvMwiK mb‡`= [26] †Kej D‡j­L Kiv n‡q‡Q ÔGwU RbM‡= Yi †mev cÖ`vbKvix GKwU cÖwZôvbÕ| wKš= 216; ms¯’vi wfkb I wgkb ej‡Z hv †evSvq Zv G‡Z †bB| GKB fv‡e cÖv_wgK wk¶v[27], cj­xwe`y¨r[28] I XvKv wmwU Ki‡cv‡ik‡bi[29] gZ A‡bK bvMwiK mb‡` mswk­ó ms¯’vi wf= kb ev wgkb cvIqv hvq bv|
  2. †mevi we¯—vwiZ wee= iY I gv‡bi = &= #8224;¶‡Î A‡bK bvMwiK mb‡` cÖ`Ë Z_¨ Am¤ú~~Y©, †¶Î we‡k‡l `y‡e©va¨| cywj‡ki bvMwiK mb‡` †`Lv hvq GKgvÎ cvm©‡cvU© †fwiwd‡Kkb A_ev Av‡Mœqv‡¯¿i jvB‡mÝ BZ¨vw` wel‡q AbymÜvb Qvov Ab¨ †Kvb wel‡q †me= v cÖ`v‡bi mgqmxgv wba©viY Kiv nq wb| Dciš‘, Ôh_vkxwNÖÕ Ôh_vmva¨Õ Ôwba©vwiZ mg‡qÕ cÖf„wZ vague kã e&um= l;envi Kiv n‡q‡Q| evsjv‡`k K…wl Dbœqb Ki‡c= v‡ikb (weGwWwm)-i bvMwiK mb‡`[30] †`Lv hvq †mevi we¯—vwiZ weei‡Yi ¯’‡j ms¯’vi `vwqZ¡ I KZ©e¨ eY©bv Kiv n‡q‡Q gvÎ Ges †Kej cÖkvmwbK Kv‡Ri †¶‡Î mgqmxgv wba©viY Kiv n‡q‡Q| ivRDK[31] I wewUwUwe= [32]<= /span> (eZ©gv‡b wewUwmGj)-Gi bvMwiK mb‡` †`Lv hvq †ek wKQy ¯’v‡b ÔwdÕGi mywbw`©= ó cwigvY D‡j­L bv K‡i Ôwba©vwiZ wdÕ †jLv n‡q‡Q| wewUwUweÕi mb‡` †ek w= KQy cwifvlv (Bs‡iRx‡Z) e¨envi Kiv n‡q‡Q hv mva= viY MÖvnK‡`i †evaMg¨ bq|

 

wmwU‡Rb PvU©vi

evsjv‡`k cywjk

 

  1. evsjv‡`k cywjk RbM‡Yi †mev cÖ`vbKvix GKwU cÖwZôvb|=
  2. RvwZ, ag©, eY©= I ivR‰bwZK, mvgvwRK, A_©‰bwZK †kªYx wbwe©‡k‡l †`‡ki cÖwZwU _vbvq mKj bvMwi‡Ki mgvb AvBbMZ AwaKvi jv‡fi my‡hvM i‡q‡Q|
  3. _vbvq AvMZ mvnvh¨ cÖv_x©‡`i Av‡M Avmv e¨w³‡K Av‡M †mev cÖ`vb Kiv n‡e|
  4. _vbvq Avmv mvnvh¨ cÖv_x© mKj e¨w³‡K _vbv cywjk m¤§= ;vb cÖ`k©b Ki‡e Ges m¤§vbm~PK m‡&curre= n;^vab Ki‡e|
  5. _vbvq wRwW Ki‡Z Av= mv e¨w³i Av‡e`bK…Z wel‡q wWDwU Awdmvi me©vZ¥K mn‡hvwMZv cÖ`vb Ki‡e Ges Av‡e`‡bi wØZxq Kwc‡Z wRwW b¤^i, Zvwi= L, mswk­ó Awdmv‡ii ¯^v¶i I wmj‡gvnimn = Zv Av‡e`bKvix‡K cÖ`vb Kiv n‡e| ewY©Z wRwW msµvš— wel‡q h_vkxwNÖ m¤¢e e¨e¯’v MÖnY Kiv n‡e Ges M„nxZ e¨e¯’v cybivq Av‡e`bKvix‡K AewnZ Kiv n‡e|
  6. _vbvq gvgjv Ki‡Z A= vmv e¨w³i †gŠwLK A_ev wjwLZ e³e¨ fvicÖvß Kg©KZ©v GRvnvify³ Ki‡e Ges A= vMZ e¨w³‡K gvgjvi b¤^i, ZvwiL I aviv Ges Z`š—Kvix Awdmv‡ii bvg I c`ex AewnZ Ki‡e| Z`š—Kvix Awdmvi GRvnviKvixi mv‡_ wbqwgZ †hvMv‡hvM i¶v K‡i Zuv‡K Z`‡š—i AMÖMwZ m¤ú‡K© AewnZ Ki‡e Ges Z`š— mgvß n‡j Zuv‡K djvdj wjwLZfv‡e Rvwb‡q w`‡e|
  7. _vbvq gvgjv Ki‡Z A= vmv †Kvb e¨w³i gvgjv fvicÖvß Kg©KZ©v A_ev _vbvi wWDwU Awdmvi Gw›Uª Ki‡Z AcviMZv cÖK= vk Ki‡j ZLb D³ welqwUi Ici cÖwZKvi †P‡q wb‡æv³ wbq‡g Av‡e`b Ki‡eb -<= /o:p>

(K)   &= #8224;g‡UªvcwjUb GjvKvq mnKvix cywjk Kwgkbvi (†Rvb) A_ev †Rjvq mnKvix cywjk mycvi      (mv‡K©j) Gi wbKU Av‡e`b Ki‡eb|

(L)   w= Zwb D³ wel‡q e¨e¯’v MÖnY bv Ki‡j †WcywU cywjk Kwgkbvi A_ev †Rjv cywjk mycv‡ii wbKU Av‡e`b Kiv hv‡e|

(M)   A= Ztci wZwbI hw` D³ wel‡q †Kvb e¨e¯’v MÖnb = bv K‡ib Zv n‡j D³ e¨w³ mswk­ó cywjk Kwg= kbvi A_ev wWAvBwRÕi wbKU Av‡e`b Ki‡eb|

(N)   Zuviv †KD D³ wel‡q †Kvb e¨e¯’v MÖnY = bv Ki‡j gnv-cywjk cwi`k©‡Ki wbKU D³ wel‡q cÖwZKvi †P‡q Av‡e`b Kiv hv‡e|

  1. AvnZ wfKwUg‡K _vbv n‡Z mvwe©K mn‡hvwMZv cÖ`vb Kiv n‡e Ges G wel‡q _vbv mKj †gwWK¨vj mvwU©wd‡KU msM&Ou= ml;n Ki‡e|
  2. wkï A_ev wK‡k= vi Acivax msµvš— wel‡q wkï AvBb, 1974 Gi we= avb AbymiY Kiv n‡e Ges Zuviv hv‡Z †Kvbfv‡eB eq¯‹ Acivaxi ms¯ú‡k© bv Avm‡Z cv‡i Zv wbwðZ Kiv n‡e| G Rb¨ †`‡ki m= Kj _vbvq ch©vqµ‡g wK‡kvi nvRZLvbvi e¨e¯’v Kiv n‡e|
  3. gwnjv Avmvwg A_ev wfKwUg‡K h_vm¤¢e gwnjv cywj‡ki gva¨̶= 5;g mvwe©K wbivcËv wbwðZ Kiv n‡e|<= /li>
  4. ‡`‡ki wKQy msL¨K _vbvq Iqvb÷c †Wwjfvwi †m›Uvi Pvjy= Kiv n‡q‡Q| ch©vqµ‡g D³ †m›= Uvi †`‡ki mKj _vbvq Pvjy Kiv n‡e|
  5. AvnZ A_ev gvbwmKfv‡= ;e wech©š— wfKwUg‡K mvwe©K mn‡hvwMZvi Rb¨ †`‡ki mKj _vbvq ch©vqµ‡g wfKwUg mv‡cvU© BDwbU Pvjy Kiv n‡e|
  6. cvm©‡cvU© †fwiwd‡Kkb A_ev Av‡Mœqv‡¯¿i jvB‡mÝ BZ¨vw` wel‡q mKj AbymÜvb cÖvwßi wZb w`‡bi g‡a¨ Z`š— m¤úbœ K‡i _vbv n‡Z mswk­ó BDwb‡U cÖwZ‡e`b †cÖiY Kiv n‡e|
  7. _vbv n‡Z ewY©Z AvBbMZ mn‡hvwMZv bv cvIqv †M‡j ev †Kvb cywjk m`‡m¨i wei“‡× †Kvb Awf‡hvM _vK‡j Da©Zb KZ…©c‡¶i ievei Awf‡hvM `vwLj Kiv hv‡e|

        ‡mB‡¶‡Î Da©Zb KZ©„c¶ -

K)  &n= bsp; wjwLZ Awf‡hvM cÖvwßi c‡bi w`‡bi g‡a¨ Kvh©Ki AvBbMZ e¨e¯’v MÖnY Ki‡eb Ges Zv Awf‡hvMKvix‡K AewnZ Ki‡eb|

L)  &n= bsp;  e¨w³MZfv‡e nvwRi nIqv e¨w³i e³e¨ g‡bv‡hvM mnKv‡i ïb‡eb, cÖ‡qvRbxq e¨e¯’v MÖnb Ki‡eb Ges Zv Awf‡hvMKvix‡K Rvbv‡eb|

M)  &n= bsp;  †Uwj‡dv‡b cÖvß msev‡`i wfwˇZ cÖ‡qvRbxq e¨e¯’vMÖnY Ki‡eb|

  1. mKj _vbvq †g‡UªvcwjUb GjvKvi Rb¨ Kwgkbvi, AwZwi³ Kwg= kbvi, mswk­ó R‡q›U Kwgkbvi, wWwm, GwWwm I †Rv= bvj Gwm Ges †Rjvi Rb¨ cywjk mycvi, AwZwi³ cywjk mycvi, GG= mwc (†nW‡KvqvU©vm©), mswk­ó mv‡K©j GGmwc Ges _vbvi fvicÖvß Kg©KZ©= ;vi †Uwj‡dvb bv¤^vi _vbvq cÖKvk¨ ¯’v‡b cÖ`wk©Z n‡e|
  2. †g‡= ;UªvcwjUb I †Rjvq KZ©e¨iZ mKj ch©v‡qi AwdmviMY c&Oum= l;wZ Kvh©w`e‡m wba©vwiZ mg‡q mKj mvnvh¨ cÖv_x©‡K mvnvh¨ cÖ`vb Ki‡e|
  3. _vbvi cywjk m`m¨MY Kgy¨wbwUi mv‡_ wbiew”Qbœ †hvMv‡hvM i¶v Ki‡eb Ges Kgy¨wbwU Iwi‡q‡›UW cywjk mvwf©m Pvjy Ki‡eb|=
  4. Da©Zb cyw= jk Kg©KZ©vMY wbqwgZ Kgy¨wbwUi mv‡_ Aciva`gbg~jK A_ev Rbms‡hvMg~jK mfv Ki‡eb Ges mvgvwRK mgm¨vmg~‡ni AvBbMZ mgvav‡bi cÖqvm Pvjv‡eb|
  5. we‡`R= 25;k PvKzix A_ev D”P wk¶vi Rb¨ Mg‡b”Qy cÖv_x©‡`i cywjk wK¬qv‡iÝ mvwU©wd‡KU cÖ`vb Kiv n‡e|
  6. e¨vsK n‡Z †Kvb cÖwZôvb AwaK cwigvY UvKv D‡Ëvjb Ki‡j D³ UvKv wbivc‡` †bIqvi Pb¨ Pvwn`v Abyhvqx cywjk G¯‹‡U©i e¨e¯’v Kiv n‡e|
  7. †g‡= ;UªvcwjUb kni A_ev †Rjv kn‡i hvbevnb wbqš¿‡Y UªvwdK wefvM, UªvwdK mswk­ó Kx Kx †mev cÖ`vb Ki‡Q Zv cÖKvk¨ ¯’v‡b cÖ`wk©Z n‡e|

 

cywjk †nW‡KvqvU©vm©

m~Î: ˆ`wbK RbKÉ, 23 GwcÖj 2008

 

 

 

  1. †ek wKQy bvMwiK mb‡` †mev MÖnxZv‡`i weeiY †bB| D`vniY¯^iƒc cy= wjk, XvKv wmwU Ki‡cv‡ik, PÆMÖvg e›`i[33], mvaviY exgv Ki‡cv‡ikb[34], cj­x we`y¨r mwgwZ cÖf„wZ ms¯’vi bvMwiK mb‡`i K_v D‡j­L Kiv †h‡Z cv‡i|<= /o:p>
  2. A‡bK bvMwiK mb‡` Awf‡hvM wb®úwËi e¨e¯’v Aš—f~©³ Kiv nq wb| A_P GwU bvMwiK mb‡`i GKwU AZ¨š— ¸i“Z¡c~Y© Dcv`vb| GKwU K_v g‡b ivLv `iKvi †h, Awf‡hvM `vwLj (complaint logding) <= span style=3D'mso-spacerun:yes'> Ges Awf‡hvM wb®úwË (grievance redressing) GK K_v bq| Awf‡hvM `vwL‡= ;ji e¨e¯’v Awf‡hvM wb®úwËi cÖ_g avc|  A‡bK bvMwiK mb‡` Awf‡hvM wb®úwËi e¨e¯’v †Zv Abycw¯’Z e‡UB, GgbwK Awf‡hvM `vwL‡ji e¨e¯’vI ivLv nq wb| D`vniY¯^iƒc cÖv_wgK wk¶v, XvKv wmwU Ki‡cv‡ikb, mvaviY exgv Ki‡cv‡ikb, wewUwUwe cÖf„wZ ms¯’vi bv= MwiK mb‡`i K_v D‡j­L Kiv †h‡Z cv‡i| cywjk= I †cvó Awd‡mi[35] bvMwiK mb‡` Awf‡hvM `vwL‡ji e¨e¯’v iv= Lv n‡q‡Q e‡U, Z‡e hv‡`i Kv‡Q Awf‡hvM Ki‡Z n‡e Zv‡`i †Kvb wVKvbv D‡j­L Kiv nq wb| Ab¨w`‡K weGwWwm, PÆMÖvg e›`i cÖf„wZ cÖwZôv‡bi bvMwiK mb̶= 5;` Awf‡hvM wb®úwËi †Kvb mgqmxgv D‡j­= ;L Kiv nq wb| weGwWwm ev K…wl gš¿Yvj‡qi bvMwiK mb‡`= [36]<= /span> Awf‡hvM `vwL‡ji †h e¨e¯’v ivLv n‡q‡Q evsjv‡`‡ki cwi‡cÖw¶̶= 5;Z Zv ev¯—em¤§Z wK bv †f‡e †`Lv `iKvi| G `yÕwU ms¯’vi †mev MÖnxZv‡`i ZvwjKvq Ôme©¯—‡ii K…lKK~jÕ‡K Aš—f©~³ Kiv n‡q‡Q, A_P †h †Kvb Awf‡hvM `vwL‡ji Rb¨ h_vµ‡g gnv-e¨e¯’vcK (Z`š—= ;) Ges K…wl gš¿Yvj‡qi Dc-mwP‡ei B-†gBj G¨v‡Wªm †`qv n‡q‡Q|=
  3. `ytLRbK n‡jI mZ¨ †h= , AwaKvsk bvMwiK mb‡`B †mevi gv‡bvbœq&#= 8225;bi cÖ‡Póvi †Kvb cÖwZdjb N‡U wb| cywj‡ki bvMwiK mb‡` fwel¨‡Z Kiv n‡e Ggb wK= Qy cwiKíbv D‡j­L Kiv n‡q‡Q| PÆMÖvg e›`‡ii mb‡` ïay †mev MÖnxZv‡`i gZvgZ PvIqv n‡q‡Q, wKš‘ Zvi wfwˇZ †mevi gv‡bœvq‡bi †Kvb cÖwZkÖ“wZ †bB| K…wl gš¿Yvj‡qi AwZwi³ mwPe (wcwcwm) eQ‡i GKevi gš¿Yvj‡qi bvMwiK mb` cybtwbix¶Y/ch©v‡= ;jvPbv Ki‡eb e‡j D‡j­L Kiv n‡q‡Q| Z‡e= G †¶‡ÎI †mev MÖnxZv‡`i gZvg̶= 5;Zi wfwˇZ †mevi gv‡bvbœq‡bi †Kvb = Avk¦vm †bB| Kv‡RB bvMwiK mb‡`i g~j †PZbv †h †mevi Ae¨vnZ gv‡bvbœqb Zv Abyave‡b mb` cÖYqbKvixiv mdj n‡q‡Qb e‡j g‡b nq bv|
  4. mswk­ó cÖwZôv‡bi †mev m¤ú‡K© = AwaKZi Z‡_¨i Rb¨ †hvMv‡hv‡Mi wVKvbv AwaKvsk bvMwiK mb‡`B †bB| GKgvÎ cj­x we`y¨r mwgwZi bvMwiK mb‡` welqwU wbwðZ Kiv †Póv Kiv n‡q‡= Q| K…wl gš¿Yvjq Ges PÆMÖvg e›`‡ii mb‡` Z‡_¨i Rb¨ ïay I‡qe mvB‡Ui wV= Kvbv †`qv Av‡Q|
  5. †Kvb bvMwiK mb‡`B mb` cÖYq‡bi ZvwiL D‡j­L Kiv nq wb|=

 

`ye©jZv DËi‡Yi Rb¨ mycvwik (Recommendations)

 

wKQyUv †`wi‡Z n‡jI evsjv‡`k miKvi bvMwiK mb‡`i D‡`¨vM MÖnY K‡i‡Q| GwU wbtm‡›`‡= ;n GKwU cÖksmbxq D‡`¨vM| Z‡e G D‡`¨vM‡K m= dj K‡i Zzj‡Z n‡j cÖ‡qvRb wewfbœ †`‡ki AwfÁZv I evsjv‡`‡ki ev¯—eZv we‡ePbv K‡i myôz, mywPwš—Z I AskMÖnYg~jK cwiKíbv Ges mgwš^Z D‡`¨vM| bvMwiK mb`‡K A_©= ;en K‡i †Zvjvi Rb¨ K‡qKwU mycvwik wb‡æ †= ;`qv nj:

 

K. bxwZMZ wm×vš— (P= olicy decisions)

  1. bvMwiK mb` D‡`¨vM mgš^‡qi Rb¨ wbw`©ó GKwU †i¸‡jUwi ms¯’v‡K `vwqZ¡ ̶= 4;`qv †h‡Z cv‡i| bvMwiK mb` Kg©m~wPi j¶¨ wba©vY †_‡K ïi“ K‡i bvMwiK mb` cÖYq‡bi Rb¨ cÖ‡qvRbxq MvBWjvBb ˆZwi, Kg©KZ©v‡`i `¶Zv e„w×, bvMwiK mb` cÖYqb cÖwµqv ch©‡e¶Y, cÖYxZ mb`¸‡jvi g~j¨vqbmn G msµvš— hveZxq `vwqZ¡ GB ms¯’vi Dci b¨v¯— Kiv †h‡Z cv‡i|
  2. c~‡e©B ejv n‡q‡Q, †mev wfwËK bvMwiK mb‡`i †P‡q cÖwZôvb/ms¯’v wfwËK (institution specific) bvMwiK mb` AwaK ¸i“Z¡c~Y©| Kv‡RB gš¿Yvjq¸‡jv‡K gš¿Yvj‡qi bvMwiK mb‡`i †P‡q Zv‡`i Aaxb¯— R= 24;h me ms¯’v RbMY‡K †mev cÖ`v‡bi mv̶= 5;_ mivmwi RwoZ †m¸‡jvi bvMwiK mb‡`i cÖwZ Awa= KZi g‡bvwb‡ek Ki‡Z ZvwM` †`qv DwPZ| G †¶‡Î gš¿Yvj‡qi Rb¨ cÖ= ;YxZ bvMwiK mb`¸‡jv‡K MvBWjvBb wnmv‡e (cÖ̶= 5;hvR¨ †¶‡Î) e¨envi Kiv †h‡Z cv‡= i|

 

L. cÖwµqvMZ Dbœqb (P= rocedural development)

  1. bvMwiK mb` Kg©m~wP A_©vr mb` cÖYqb, ev¯—evqb, ch©v‡jvPbv cÖwZwU ch©v‡q bMvwiK Z_v †= mev MÖnxZv Ges gvV ch©v‡qi Kg©x‡`i AskMÖnY wbwðZ K= iv cÖ‡qvRb| G Rb¨ cÖwZwU ms¯’vq mb` cª= ;Yq‡bi Rb¨ GKwU Uv¯‹‡dvm© MVb Kiv †h‡Z cv‡i| GB Uv¯‹‡dv‡m© †mev M&Oum= l;nxZv‡`i Ges gvV ch©v‡qi Kg©KZ©v‡`i cÖwZwbwaZ&i= excl; wbwðZ Kiv cÖ‡qvRb| †mev MÖnxZv‡`i g‡a¨ me©¯—‡ii/†ckvi gvby‡l= i Ges bvix, Avw`evmx, cÖwZeÜxmn we‡kl cÖ‡qvRb m¤úbœ gvby‡li cÖwZwbwaZ¡ wbwðZ= Kiv DwPZ|
  2. GKB mv‡_ mKj cÖwZôv‡b bvMwiK mb` Kg©m~wP Pvjy = Kivi cwie‡Z© ch©vqµ‡g KvRwU Kiv †h‡Z cv‡i| G †¶‡Î RbM‡Yi mv‡_ R= 24;h me ms¯’vi wg_w®Œqv (interaction) Lye †ewk †m¸‡jv‡K me©vwaK ¸i“Z¡ †`qv DwPZ| (†hgb nvmcvZvj, †ijI‡q, cvm‡cvU© Awdm, f~wg Awdm BZ¨vw`)| µgvš^̶= 5;q RbMY‡K †mev cÖ`vb K‡i Ggb mKj cÖwZôv‡b bvMwiK mb` cÖeZ©b Kiv DwPZ|
  3. bvMwiK mb` cÖwµqvq RbMY‡K wb‡q Avmvi Rb¨ (m= obilisation) Ges cÖYxZ bvMwiK mb`¸‡jvi e¨vcK cÖPv‡ii Rb¨ wewfbœ = GbwRI, civil society organisations I community based organisations-Gi mn‡hvwMZv †bqv †h‡Z cv‡i| cÖm&frac1= 2;Z D‡j­L Kiv hvq, ¯^v¯’¨ gš¿Yvjq cÖYxZ †mev MÖnYKvixi AwaKvi (Clients’ Charter of Rig= hts) Ges †mevi cÖ`vbKvixi AwaKv= i (Providers’ Charter of Rights) m¤ú‡K© K‡qKwU GbwRI ¯^ZtcÖ= 225;Yvw`Zfv‡eB m‡PZbZvg~jK Kvh©µg cwiPvjbv K‡i Avm‡Q|[37]

 

 

M. mb‡`i welqe¯‘i Dbœ= qb (Content improvement)

  1. 3D"RoundedB‡Zvg‡a¨ †hme ms¯’vq bvMwiK mb` cÖYqb Kiv n‡q‡= ;Q †m¸‡jv‡K RbM‡Yi AskMÖn‡Yi gva¨‡g DbœZ Kiv cÖ‡qvRb hv‡Z K‡i mb`¸‡jv‡Z †mev cÖ`vb Kvix‡`i cÖ= ;Z¨vkv Ges †mevi gv‡bvbœq‡b M„nxZ cwiKíbvi cÖwZdjb N‡U|
  2. cÖwZwU bvMwiK mb` Ggbfv‡e cÖYqb Kiv DwPZ hv‡Z G‡Z AZ¨vek¨Kxq Dcv`vb¸‡jv (hv B‡Zvc~‡e&cop= y; Av‡jvPbv Kiv n‡q‡Q) we`¨gvb _v‡K| bvMwiK mb‡`i fvlv Ggb nIqv DwPZ hv‡Z †mev MÖnxZviv Zv mn‡RB eyS‡Z cv‡i| cwifvlv (technical term) hZ`~i m¤¢e cwinvi Kiv DwPZ= |
  3. ¯’vbxq ch©v‡q †mev cÖ`vbKvix ms¯’v¸‡jvi bvMwiK mb` ¯’vbxq ch©v‡q cÖYq‡bi e¨e¯’v Ki‡Z n‡e|  G †&par= a;‡Î D³ GjvKvi gvby‡li cÖ‡qvR‡bi w`‡K we‡kl bRi †`qv DwPZ| D`vniY¯^iƒc ejv hvq, K̷= 0;wl wefv‡Mi bvMwiK mb` cÖYq‡b wewfbœ GB‡RW (Agro-Ecological Zone)-Gi †÷BK‡= ;nvìv‡`i we‡kl cÖ‡qvRb¸‡jvi cÖwZ hZ`~i m¤¢e bRi w`‡q †m¸‡jv‡K mb‡` Aš—f~©³ Kiv cÖ‡qvRb|

<= o:p> 

N. ev¯—evqb I g~j¨vqb (Charter implementation and monitoring)

  1. bvMwiK mb‡`i mdj ev¯—evqb wbwðZ Kivi Rb¨ mswk­ó cÖwZôvb¸‡jv‡Z GKRb̶= 5;K `vwqZ¡cÖvß Kg©KZ©v wn‡m‡e wbw`©ó Kiv Ges †mev-ms¯’v¸‡jv= ‡Z cÖ‡qvRbxq AeKvVv‡gv cÖwZôv (†hgb, Awf‡hvM/gZvgZ e·, mnvqZv KvD›Uvi BZ¨vw`) Kiv cÖ‡qvRb|
  2. bvMwiK mb` m¤ú‡K© mswk­ó Kg©KZ©v‡`i we‡klZ gvV ch©v‡qi Kg©KZ©v A_©vr hviv Gi ev¯—evq‡b g~j f~= wgKv ivL‡e Zv‡`i‡K e¨vcK cÖwk¶Y cÖ`vb = Kiv cÖ‡qvRb| cÖwk¶‡Yi cvkvcvwk †mwgbvi, IqvK©kc cÖf„wZi Av‡qvRb Kiv †h‡Z cv‡i|
  3. miKvwi wewfbœ cÖwk¶Y cÖwZôvb †hgb BPAT= C, JATI, RDA, NILG, cywjk GKv‡= ;Wgx cÖf„wZi cÖwk¶Y KvwiKzjv‡g bvMwiK mb` welqwU Aš—f©~³ Kiv Ges †mB j‡¶¨ GKwU cÖwk¶Y g¨vby‡qj ˆZwi Kiv †h‡Z cv‡i|
  4. mswk­ó cÖwZôv‡bi Kg©x‡`i Kg© g~j¨vqbR= 25;K (performance appraisal) b= vMwiK mb‡`i mv‡_ mshy³ Kiv †h‡Z cv‡i|
  5. cÖwZwU bvMwiK mb` m¤ú‡K© RbM‡Yi g‡a¨ e¨vcK cÖPviYvi Rb¨ wewfbœ cÖPvi DcKiY ˆZwi, MYgva¨‡g cÖPvi cÖf„wZ Kvh©µg nv‡Z †bqv cÖ‡qvRb|
  6. cÖwZwU mb‡`i Af¨š—ixY Ges evwn¨K g~j¨vq‡bi e¨e¯’v ivLv Ges Zvi Av‡jv‡K wbw`©&oacu= te; mgq Aš—i (Kgc‡¶ erm‡i GKevi) ch©v‡jvPbv Kiv Avek¨K| evwn¨K g~j¨vq‡bi †¶‡Î Z…Zxq c‡¶i Øviv g~j¨vq‡bi (Third party evaluation) D‡`¨vM †bqv †h&#= 8225;Z cv‡i|
  7. bMwiK mb` cÖYqb I Gi ev¯—evq‡b hv wKQy KiYxq Zvi Rb&um= l; we‡kl ev‡RU eivÏ ivLv DwPZ|

 

Dcmsnvi (Conclusion)

 

cÖkvm‡b = bZzb †Kvb welq cÖeZ©b Kiv me mgqB P¨v‡jwÄs| we= 225;klZ evsjv‡`‡ki gZ †`‡k mbvZbx a¨vb aviYv I Abgbxq g‡bvfve m¤úbœ AvgjvZš¿ me mgqB cwieZ©b‡K cÖwZ‡iva Ges bZzbZ¡ cÖZ¨vLvb K‡i|[38] Zv m‡Ë¡I eZ©gvb miKvi bvMwiK mb` cÖYq‡bi †h D‡`¨vM MÖnY K‡i‡Q hv wbtm‡›`‡n cÖksmvi `vwe`vi| AwaKvsk bvMwiK mb‡` †ek wKQy `ye©jZv _vK‡jI wKQy wKQy bvMwiK mb‡`i gvb h‡_ó fvj| D`vniY¯^iƒc ejv hvq wKQy `ye©jZv m‡Ë¡I WvK wefv‡Mi cÖYxZ bvMwiK mb`wU GKwU fvj b= vMwiK mb‡`i g‡Wj n‡Z cv‡i (cwiwkó -2 `ªóe¨)| Z‡e GLb ch©š— †Kvb cÖwZôv‡bB bvMwiK mb` cÖYq‡bi Av‡Mi Ges c‡ii †mevi gv‡bi g‡a¨ D‡j­L‡hvM¨ †Kvb cv_©K¨ m~= wPZ nq wb weavq bvMwiK mb` wb‡q RbM‡Yi g‡a¨ †Zgb †Kvb †KŠZznj ev Av‡jvPbv j¶¨ Kiv hv‡”Q bv| h_vh_ cÖwµqv AbymiY bv K‡i we‡klZ RbM‡Yi AskMÖnY wbwðZ bv K‡i A‡bKUv ZwoNwo K‡i mb`¸‡jv cÖYxZ nIqvq bvMwiK mb‡`i g~j D‡Ïk¨ AR©‡b A_©vr †mevi gv‡bvbœq‡b G me mb` KZUv f~wgKv ivL‡Z cvi‡e †m e¨vcv‡i m‡›`n †_‡KB hvq| AwaKš‘ wmwfj mv‡f©›Uiv  bvMwiK mb‡`i †PZbv (spirit) h_vh_fv‡e Aby= aveb Ki‡Z bv cvi‡j Ges Zvi cÖwZ cÖwZkÖwZe× bv n‡j bvMwiK mb‡`i j¶¨ AR©b  †h e¨_© n‡e Z= v ejvi A‡c¶v iv‡L bv| MYgva¨‡gi mv‡_ Av‡jvP= bv Kv‡j ms¯’vcb mwPe Aek¨ e‡j‡Qb †h, bv= MwiK mb` n‡”Q Ggb GKwU WKz‡g›U hv miKvwi Kg©KZ©v-Kg©Pvix‡`i g‡b Kwi‡q †`̶= 5;e †h Zviv n‡jb †`‡ki gvby‡li †meK = (a citizen’s charter is a document which will remind government officials that they are servants of the country’s people)|[39] G †¶‡Î bvMwiK mb` KZUv mdj n‡e ZvI †`Lvi welq| B‡Zvg‡a¨ †KD †KD bvMwiK mb`‡K cy‡ivcywi e¨_© wnmv‡e AwfwnZ KiR= 25;jI[40] Gi mdjZvi m¤¢vebv †kl n‡q= hvq wb| c~‡e©B ejv n‡q‡Q, bvMwiK mb` cÖwµqv GKwU WKz‡g›U ˆZwii ga¨ w`‡q †kl nq hvq bv,= eis GwU Avi¤¢ gvÎ| Kv‡RB miKv‡ii DwPZ n‡e bvMwiK mb`¸‡jvi `ye©jZv `~i K‡i cÖkvm‡bi me©¯—‡i bvMwiK mb‡`i †PZbvi cÖwZ Aw½Kvi m„wói Kvh©Ki c`‡¶c †bqv| G e¨vcv‡i Dc‡i KwZcq mycvwik Kiv n‡q‡Q, miKvi †m¸‡jv‡K we‡ePbv Ki‡Z  cv‡ib Ges cÖ‡qvRb‡ev‡a we‡klÁ‡`i civgk© MÖnY Ki‡Z cv‡ib|


cwiwkó-1: KR= 25;qKwU †mev-ms¯’vi bvMwiK mb‡`i Dcv`vbmg~n

ms¯’vi bvg=

ms¯’vi wfkb I wgkb=

†mevi

we¯—vwiZ weeiY I gvb

†me MÖnxZv‡`i weeiY

Awf‡hvM wb®&uacu= te;wËi e¨e¯’v

†mevi gv‡bvbœq‡bi Rb¨ M„nxZ e¨e¯’v (g~j¨vqb)

Z‡_¨i Rb¨ †hvMv‡hv‡Mi wVKvbv

mb` cªYbq‡bi ZvwiL=

cywjk

 R= 24;bB

AwaKvsk †¶‡ÎB †mev cÖ`v‡bi mgqmxgv D‡j­L †bB

†bB

ïay Awf‡hvM `vwL‡ji e¨e¯’v Av‡Q, Awf‡h= vM MÖnxZv‡`i wVKvbv D‡j­L †bB

†bB, Z‡e fwel¨‡Zi Kiv n‡e Ggb wKQy cwiKíbv D‡j­L Kiv n‡q‡Q

†bB

†bB

†cv÷ Awdm

Av‡Q

Av‡Q

Av‡Q

Av‡Q, Z‡e Awf‡hvM MÖnYKvix‡`i wVKvbv D‡j­L †bB

†bB

†bB

†bB

cÖv_wgK wk¶v

†bB

Av‡Q

Av‡Q

†bB

†bB

Av‡Q

†bB

K…wl gš¿Yvjq

Av‡Q

Av‡Q

Av‡Q

Av‡Q, Z‡e Zv me ai‡bi †mev MÖnxZv‡`i e¨envi Dc= ‡hvwM bq

‡bB, Z‡e AwZwi³ mwPe (wcwcwm) PvU©vi eQ‡i GKevi cyb©ix¶Y/ch©v‡jvPbv Ki‡eb e‡j D‡j­L Kiv n‡q‡Q

ïay I‡qe mvB‡Ui wVKvbv †`qv Av‡Q

†bB

evsjv‡`k K…wl Dbœqb Ki‡cv‡ikb (weGwWwm)

Av‡Q

†mevi gvb D‡j­L †bB; †Kej cÖkvmwbK Kv‡Ri mgqmx= gv wbw`©ó Kiv Av‡Q

†bB

ïay Awf‡hvM `vwL‡ji e¨e¯’v Av‡Q, Z‡e Z= v me ai‡bi †mev MÖnxZv‡`i e¨envi Dc‡hvwM bq

 †bB

†bB

†bB

PÆMÖvg e›`i

Av‡Q

Av‡Q

†bB

Awf‡hvM MÖnxZvi wVKvbv †`qv Av‡Q, Z‡e Awf‡hvM wb®= ;úwËi mgqmxgv wba©viY Kiv nq wb

†bB, ïay †mev MÖnxZv‡`i gZvgZ PvIqv n‡q‡Q

ïay I‡qe mvB‡Ui wVKvbv †`qv Av‡Q

†bB

XvKv wmwU Ki‡cv‡ikb

†bB

Av‡Q

†bB

†bB

†bB

†bB

†bB

mvaviY wegv Ki‡cv‡ikb

Av‡Q

Av‡Q

†bB

†bB

†bB

†bB

†bB

cj­x we`y¨r

†bB

Av‡Q, Z‡e A‡bK †¶‡Î mgqmxgv D‡j­L †bB

†bB

Av‡Q

†bB

Av‡Q

†bB

evsjv‡`k moK cwienb KZ©„c¶ (weAviwUG)

Av‡Q

Av‡Q, wKš‘ †mev cÖ`v‡bi mgqmxgv D‡j­L †bB

†bB

Awf‡hvM `wL‡ji e¨e¯’v Av‡Q, Awf‡hvM MÖnYKvi= xi wVKvbv evmmg~‡n jvMv‡bv _vK‡e e‡j D‡j­L= Kiv n‡q‡Q| Ges cÖ‡qvRbxq †¶‡Î M„wnZ c`‡¶c Awf‡hvMKvix‡K Rvbv‡bv n‡e e‡j D‡j­L Kiv n‡q‡Q

†bB

†bB

†bB

wewUwUwe (eZ©gv‡b wewUwmGj)

Av‡Q

Av‡Q, Z‡e wd-Gi cwigvY D‡j­L †bB

†bB

†bB

†bB

†bB

†bB

 

cwiwkó - 2

Bangladesh Post Office

Cit= izens Charter

Our Vision

To provide a cheap but dependable and quality service = at the doorstep of the general mass with utmost sincerity, honesty and with the satisfaction of the customers keeping pace with the prevailing era of information technology. To provide all standard physical, financial and electronic services with a view to serve the people.

 

Our Missi= on

To provide high quality postal service both within and outside Bangladesh. To achieve these we are to be

  • Dedicated to the expectation of our customer.
  • To take necessary steps to provide efficient and sincere service.
  • To create atmosphere among the employees to provide service courteously w= ith the customer.
  • Run the organisation in accordance with the social and economic position of the country.
  • To provide standard service in all areas of the country.

 

Our Services

Bangladesh Post Office provides mainly two types of services :

  • Postal Services.
  • Agency services

 

Postal Services

  • Ordinary letters
  • Registry letters
  • GEP
  • EMS
  • Money order
  • Parcel service
  • VPP
  • VPL
  • Sale of postage stamps
  • Booking of postal articles, transmission and delivery

 

Agency service

  • Post office Savings Bank (Ordinary & Fixed Deposit) <= /li>
  • Postal Life Insurance.
  • Sanchaypatra (Sell & Discharge)
  • Prize Bond (Sell & Discharge)
  • Collection of Motor Vehicles Tax & Renewal of Driving License
  • Sell of Revenue Stamp and Non Judicial Stamp
  • Collection of presumptive income tax.
  • Printing and distribution of all kinds of postal and non postal stamps
  • Passport service (New service)

 

General Service:

S= l. No

N= ature of service

T= ime required for providing service

1=

Ordinary

Within the city next day, other city or town 2 days, Remote area 5 days.

2=

Registry letters

Within the city next day, other city or town 2 days, Remote area 5 days.

3=

GEP

Within the city next day, other District head quarte= r 2 days.

4=

EMS<= o:p>

Within 72 hours of booking it reaches the administra= tion of delivery.

5=

Air parcel

Within 72 hours of booking it reaches the administra= tion of delivery.

6=

Money order

Within the city next day other city or town 2 days, Remote area 5 days .

 

Financial Service:

S= l. No

N= ature of Monetary Service

T= ime required for providing service

1=

Ordinary & Fixed Deposit

The service is provided spontaneously in the same He= ad Post office, within 20 minutes manually and within 3 minutes by computer technology.

2=

Transfer of savings accounts

One district to other district, one post office to o= ther post office 10 days.

3=

Deceased case

One month from the date of application.

4=

Maturity service (Fixed Deposit Sanchaypatra)

The service is provided Spontaneously in the GPO &am= p; Head Post offices, within 10 days in Upazila, Sub-post office & Branch post offices of getting the application.

 

Postal Life Insurance:

S= l. No

N= ature of service

T= ime required for providing service

1=

Acceptance of policy

Supply the policy document within one month of start= .

2=

Transfer of policy

Within 15 days.

3=

Deceased case

Within 3 months from the date of application.

4=

Loan sanction

Within 1 months from the date of application.

5=

settlement of Maturity claim

Within 1 months from the date of application.

 

Lodging Complaint Relating Postal Service:<= /span>

N= ature of Complain

W= here to lodge

T= ime for settlement

Letter, Parcel, Money order

Controlling Postmaster or D.P.M.G<= /p>

Acknowledge spontaneously convey the result within 3 weeks to the complainant.

Grave financial irregularity/ irregularity in postal service

Controlling D.P.M.G or Postmaster General=

Acknowledge spontaneously convey the result within 1 month to the complainant.

Irregularity relating policy matter.

Postmaster General/ Directorate general.<= /span>

Acknowledge within 7 days conveying the result withi= n 1 month to the complainant.

 

 

Quality Service

In the domestic arena Bangladesh Post Office books the Guaranteed Express post (GEP) and transmits it very fast to  de= liver within 24 hours to the addressee. Express Mail Service (E.M.S) is for international mails which is delivered within  72  hours to international destination.

 

Our Customers

  • Those who buy postal service within and outside the country.
  • All the government and non government organisations who take postal service within and outside the country.
  • Different business organisations who sends documents and parcel through postal service.
  • Above all, all employees of the government ,non government, semi government = and autonomous bodies and the general people who keep up our service is our valued customer.

 

Commitment to Customers

  • To deliver services with regards, etiquette and utmost cooperation to our valued customer.
  • Eagerness to provide best possible service.
  • To provide secured and best postal services even to the remotest part of = the country.
  • To assure the depositors of their savings.
  • Bangladesh Post Office is committed to provide standard universal postal service = to all without any discrimination

 

Expectation From Our Customers

  • To write the full address of the sender and the addressee very distinctly= .
  • Write the postal code below the address lebel.
  • To fill in the relevant forms with caution at the time of booking Registe= red, Insured, GEP, EMS and Parcel articl= es.
  • To affix required and accurate postage on the article. · Not to po= st any contraband or illegal article.
  • Not to book any article beyond the prescribed size and shape determined by= the post office.
  • To maintain que & discipline at the time of booking articles in the p= ost office.
  • To establish letter boxes at the basement or the ground floor of the high raised building.
  • To use post boxes for business organisations or for bulk mail.
  • To collect any postal information from the web of Bangladesh Post Office.=

 

 

 

mnvqK iPbvejx:<= /span>

Adam Smith Institute: “Public Administration 53, Citize= n's charter: Consumer rights for public-services users”, Around the world in 80 Ideas, London= 26 Aug. 2008 <http://www.adamsmith.org/80ideas/idea/53.htm>

Cabinet Office of UK: “How to draw up a local charter”, 18 Aug. 2008 <http://archive.cabinetoffice.gov.uk/servicefirst>

Centre for Good Governance (CG= G): “Citizen’s Charter”, Hyderabad, India, 26 Aug 2008 <= ;http://www.sasanet.org/jsp/Tools.jsp>

D= ARPG: “Citizen’s Charter – A Handbook”, New Delhi, India, 26 Aug. 2008 <http://goicharters.nic.in/cchandbook.htm>

J= ahan, Ferdous: “Public Administration in Bangladesh”, Centre for Governance Studies, BRAC Uiversity, Dhaka 2006

K= han, Arif H.: “Towards an accountable Public Service”, The Daily Star, 20 July 2007

K= han, Professor Mohammad Mohabbat: “Governance in Administration and Judiciary in Bangladesh”,     20 †k AvMó 20= 08 Zvwi‡L XvKvq wmiWvc wgjbvZq‡b Women for Women Av&= #8225;qvwRZ Governance in Administration and Judiciary in Banglad= esh kxl©K †mwgbv‡ii Dc¯’vwcZ cÖeÜ<= /p>

Loffler, Elke et. al.: “Improving Customer Orientation through Service Charters”, OECD/Ministry of Interior of the Czech Republic/Governance International, 2007

Public Affairs Centre, “= India’s Citizen’s Charters- A = decade of Experience”, Bangalor= e, 2007

Quddusi, Kazi S.M. Khasrul Alam: “Quest for better public services”= , The New Nation, 3 Jul. 2007=

 

 

 

 

 

 


[1] cÖeÜwU iPbvi †¶‡Î ¸i“Z¡c~Y© civg‡k&c= opy;i Rb¨ †jLK W. Bd‡ZLvi“¾vgvb (wbe©vnx cwiPvj= K, wUAvBwe), dviRvbv bvCg (cwiPvjK - Mf‡b©Ý, gvby‡li Rb¨ dvD‡Ûkb), Ave`yj­v Avj gvgyb (Kg©m~wP e¨e¯’vcK, gvby‡li Rb¨ dvD‡Ûkb) Ges Zvb= fxi gvngy` (M‡elYv Kg©KZ©v, wUAvBwe)-Gi wbKU       Avš—wiKfv‡e K̷= 0;ZÁ

[2] MYcÖRvZš¿x evsjv‡`‡ki msweavb, Aby‡”Q` 7(1)

[3] MYcÖRvZš¿x evsjv‡`‡ki msweavb, Aby‡”Q` 21(2)

[4] DARPG: “Citizen’s Charter – A Handbook”, New Delhi, India, 26 Aug. 2008 <http://goicharters.nic.in/cchandbook.htm>

[5] Ibid=

[6] Loffler, Elke et. al.: “Improving Customer Orientation through Service ChartersR= 21;, OECD/Ministry of Interior of the Czech Republic/Governance International, 2= 007, p 16

[7] Adam Smith Institute: “= Public Administration 53, Citizen's charter: Consumer rights for public-services u= sers”, Around the world in 80 Ideas, <= /span>London 26 Aug. 2008 <http://www.adamsmith.org/80ideas/idea/53.htm>

[8] DARPG: o= p cit

[9] Ibid=

[10] Cabinet Office of UK: “How to draw up a l= ocal charter”, = 18 Aug. 2008 <http://archive.cabinetoffice.gov.uk/servicefirst><= /p>

[11] Ibid=

[12] †`Lyb, Centre for Good Governance (CGG): “Citizen’s Charter”, Hyderabad, India, 26 Aug 2008 <http://www.sasanet.org/jsp/Tools.jsp>

[13] Ibid

[14]  Loffler, Elke et. al.: op cit, p 18

[15] Zeithaml, Valarie A. et.  al.: “ Delivering quality Service: Balancing Customer Perception and Expectation”, The Free Pre= ss, New York and Toronto, 1990, p 37-39 qtd. in Loffler, Elke et. al.: op cit, p 16

[16] 2004 mv‡j i‡Ui‡W‡g AbywôZ 3rd Quality Conference for Public Administration-G cÖ`Ë e&sup= 3;e¨ qtd. in Elke, Loffler et. al.: op cit, p 16

[17] DARPG: op cit qtd. in Public Af= fairs Centre, “India&#= 8217;s Citizen’s Charters- A decade of Experience”, Bangalore, 2007, p 3

[18] DARPG: op cit

[19] Jahan, Ferdous: “Public Administration in Ba= ngladesh”, Centre for Governance Studies, BRAC Uiversity, Dhaka 2006, p 6

[20] cÖavb Dc‡`óvi Kvh©v= jq †_‡K mKj gš¿Yvj‡q †cÖwiZ ÔcÖkvmwbK Kg©Kv‡Û MwZkxjZv AvbqbÕ welqK cÎ, ZvwiL 11 Rby 2007

[21] New Age, The daily: September 03, 2007

[22] Government of Malaysia, 1998 qtd. in DARG: = op cit

[23] D`vniY¯^iƒc ivRavbxi GKwU cÖ= ;v_wgK we`¨vj‡q †`Lv hvq bvMwiK mb` cÖ`k©b Kiv n‡q‡Q cÖavb wk¶‡Ki K‡¶| hw`I ¯‹z‡j †mev wb‡Z Avmv mevB cÖavb wk¶&= #8225;Ki K‡¶ cÖ‡ek K‡ib bv|

[24] G wel‡q DARPG Zvi Handbook - †mev ms¯’v¸‡jv‡K ¯úó K‡i wb‡`©k w`‡q‡Q  ‘The Charter must be framed = not only by senior experts, but by interaction with the cutting edge staff who = will finally implement it and with the users’

[25] m¤úªwZ ¯^v¯’¨ gš¿Yvj‡hi GKRb EaŸ©Zb Kg©KZ©v ¯’vbxq ch©v‡q ¯^v¯’¨ †mev cÖ`vbKvix cÖwZôvb¸‡jvi bvMwiK mb` P~ovš— ch©v‡q e‡j GB †jLK‡K Rvwb‡q‡Qb|

[26] < http://www.police.gov.bd/index5.php?category=3D183>

[27] <www.dpe.gov.bd>

[28] ˆ`wbK mgKvj, RyjvB 28 GwcÖj 2007=

[29] <www.dhakacity.org>

[30] <www.badc.gov.bd>

[31] <http://www.rajukdhaka.gov.bd/ci= tizenCharter/index.htm>

[32] <www.bttb.net>

[33] <http://www.cpa.gov.bd/citizen_charter.html>=

[34] <h= ttp://www.sbc.gov.bd/charter.php>

[35] <http://www.bangladeshpost.gov.bd/Citizen_Charter.ASP>

[36] <http://www.moa.gov.bd/Citizen_Charter/Citizens.htm>

[37] Mari StopesClinic Society †`‡ki 6wU Dc‡Rjvq Ges gvby‡li Rb¨ dvD‡Ûk‡bi Avw_©K I KvwiMwi mn‡hvwMZvq = Population Service and Training Centre (PSTC) 10 wU Dc‡Rjvq wZb ermi †gqv`x cÖK‡íi gva¨‡g GB Kvh©µg cwiPvjbv K‡i‡Q|

[38] †`Lyb Jahan, Ferdous: op cit, p 5

[39] New Age, The daily: cÖv¸³

[40] MZ 20 †k AvMó 2008 Zvwi‡L XvKvq wmiW= vc wgjbvZq‡b Women for Women Av‡qvwRZ Governance in Administration and Judiciary in Bangladesh kx= l©K GK †mwgbv‡ii g~j cÖe‡Ü Professor Mohammad Moh= abbat Khan Lvb e‡jb, citizen charter initiat= ive, intended to provide effective and timely service to the citizens, has faile= d to improve service delivery in public organizations and remains merely a pious statement.

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