Citizens' Charter

an initiative launched by the UK government in 1991 to promote high-quality service delivery in the public services. The Charter sets out the government's view on what citizens should expect to get from public services. Public sector organizations are now encouraged to set public targets for service delivery e.g. that 90% of trains should arrive on time, and to communicate to the public the extent to which these targets are achieved. Those organizations judged by a government committee to have set and achieved targets which bring about significant improvements to services may be awarded a Chartermark. The philosophy behind the Charter is that public services do not experience the market pressures faced by commercial organizations and hence some mechanism like the Citizens' Charter is necessary to ensure responsiveness to consumers. See NEW PUBLIC MANAGEMENT.

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new public management

References in periodicals archive

"We need a clear set of Birmingham values and an embedded Birmingham Citizens' Charter, developed by the people of the city, embraced by everyone and promoted across Birmingham.

Call for 'citizens charter' after city school scandals

A discussion in the House over the issue saw the two sides moving closer to a consensus on most points, including the three sticky issues of including the lower bureaucracy, appointing Lokayuktas in states and having a Citizens' Charter, which were a bone of contention in the past.

Lokpal issue: Government draft agrees to all three conditions, Anna may end fast

Dikshit was speaking at a function organized at Delhi Secretariat to release Citizens' Charter for BSES consumers.

Dikshit said the release of Citizens' Charter is a step forward in empowerment of consumers, as they will become aware of their rights.

No power scarcity in Delhi: Dikshit

He was speaking after becoming the first force chief to sign a Police Pledge - a citizens' charter which tells the public what they can expect from officers.

Tackle crime not claptrap slams chief; POLICING

"By the Citizens' Charter we can't ignore Mr Borman.

MR MOANER; Battling Bernard's complaints cost ratepayers pounds 125,000 bill

Its aim is to remind customers on London's creaking transport system of the Citizens' Charter, which states that you are entitled to a fare refund if you are delayed by more than 15 minutes.

We argued that we were doing no more than reminding people of their Citizens' Charter rights.

Sorted: Plunderground bans our warning posters; YOUR RIGHT TO A FARE DEAL

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