Performance of Service Charters: Assessment of Their Values and Significance in an Indian Perspective

Abstract

Citizens all over the world nowadays perceive the Governments as service providers
rather than mere regulators. This perception has created growing expectations
among citizens about how and in what manner their governments should serve
them. To meet this perception and expectation of the citizens,various initiatives are
being taken and implemented by the Government so that the quality of public
service and the modalities of its delivery is viewed as convenient and acceptable by
the citizens. Service Charter is a significant tool to ensure, monitor, and
continuously improve public service delivery. This article has discussed the values
of service charters which are fundamental for the performance of a service charter
and ultimately meeting public expectation. The article then analyzed the
performance of service charter in an Indian state called ‘Karnataka’ and
demonstrated how the core values of services charters have been manifested in the
public service delivery excellence in that state.