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Training Module on
Customer Relationship management in Citizen Charter
May, 2015
Supported under
Comprehensive Capacity Building
Programme (CCBP)
Ministry of Urban Development
Government of India
Prepared by: Comprehensive Capacity Building Programme Team
Module Preparation Team:
1. Team Leader
Kota Savitrusree
Capacity Building Specialist, RPMC, Adoni
2. Editorial Advise, Guidance and Review
T.Panduranga Rao
Social Development Specialist, State RPMC
R.Srinivasa Rao
Social Development Specialist, Ongole RPMC
3. Content Contributions:
Venkateswar Reddy
Social Development Specialist, RPMC, Adoni
VSN Murthy
Social Development Specialist,
RPMC, Mahabub Nagar
Outline of the Module
O
COMPONENT DESCRIPTION
BACKGROUND
Capacity Building (CB) is widely recognized as one of the key ingredients of
sustaining reform and development. Capacity building of Urban Local Bodies
(ULB) to take up the challenging task of implementing projects and reforms
under JNNURM Phase –II of Comprehensive Capacity Building Programme.
INTENDED
AUDENCE(S)
ULB Elected Representatives/ULB Officials/ULB staff/TLF & SLF Leaders
LEARNING
OBJECIVES
At the end of the Session, participants will be able to:
1. Explain about the concept Citizen Charter in ULBs elaborate indicators.
2. Highlight and need of Citizen Charter in ULBS at different levels.
3. Explain about use of Citizen Charter and Services.
4. Integrate Citizen Charter reform, streamlining and online services.
MODULE
OVERVIEW
This module covers the Citizen Charter Concept, indicators, types, services and
Importance of Citizen Charter.
Strategies and implementation of Citizen Charter.
Features of Citizen Charter
Process of reform Service chart of citizen charter
MODULE
DEIVERY
OUTLINE
Awareness:
Importance of Citizen Charter.
Knowledge: Strategies and implementation of Citizen Charter.
Skills: Process of reform Service in chart of citizen charter
MODULE
ACTIVITIES
METHODS OF TEACHING: PPT, Lecture, Group Discussion and Interaction.
Media: LCD, White Board , Flip Charts
SUPPORTING
MATERIALS
Soft Copy of the Module in PDF Format
Reading Material in the form of hand outs
Training toolkit Power point presentation.
MODULE
FEEDBACK
Oral Question and Answers
Written Pre and Post Tests
MODULE
DEVELOPER
National Institute of Urban Management (NIUM)
Table of Contents
Customer Relationship management in Citizen Charter .................................................................... 1
1 What is Citizens' Charter? ........................................................................................................... 6
1.1 Citizens Charter in ULB’s ..................................................................................................... 6
1.2 Components of a Citizens' Charter ..................................................................................... 7
1.3 Citizen’s Charter implementation in ULBs .......................................................................... 8
1.3.1 Expectations from Mayors and Chairpersons: ............................................................ 8
1.3.2 Features of the Citizen’s Charter: ............................................................................... 8
1.4 Grievance/Complaint Redressal Mechanism .................................................................... 17
1.5 Expectations from Citizens ................................................................................................ 17
Summary of the Module: .................................................................................................................. 19
1 What is Citizens' Charter?
It is a set of commitments made by a department/agency/local body regarding the standards of service
which it delivers.
Purpose of Citizen’s Charter
It is intended to empower citizens and clients so that they can demand committed standards of service
and avail remedies in case of non-compliance by the service provider.
Citizen’s charter in India
Central and state governments have taken a decision to formulate Citizens’ Charters in 1997 in a
meeting at Delhi. Later, Department of Administrative Reforms and Public Grievances, Government
of India (GoI) has initiated the task of coordinating, formulating and operationalizing Citizens’
Charters.
The guidelines for formulating the Charters were communicated to various government
departments/organisations. They were also advised to constitute a task force with representation from
users, senior management and the cutting edge staff.
Citizen’s charter in United Andhra Pradesh
It was in 2002 that many departments and agencies in United Andhra Pradesh (AP), including
Municipalities and Municipal Corporations have prepared their citizens charter in 2002.
The Charter initiative has received renewed attention with the draft legislation on Right to Public
Services, 2011 modeled on the lines of GoI Bill. Government of AP has also prepared the draft AP
Citizens’ Right to Services Bill, 2013, which envisages a primary role for Citizens’ Charters.
1.1 Citizens Charter in ULB’s
The 74th Amendment to the Indian Constitution delineates the powers, authority and responsibilities
of municipalities, while identifying in Schedule 12 of the Constitution, eighteen functions to be
delivered by them:
1. Urban planning including town planning.
2. Regulation of land-use and construction of buildings.
3. Planning for economic and social development.
4. Roads and bridges.
5. Water supply for domestic, industrial and commercial purposes.
6. Public health, sanitation conservancy and solid waste management.
7. Fire services.
8. Urban forestry, protection of the environment and promotion of ecological aspects.
9. Safeguarding the interests of weaker sections of society, including the handicapped and
mentally retarded.
10. Slum improvement and up gradation.
11. Urban poverty alleviation.
12. Provision of urban amenities and facilities such as parks, gardens, playgrounds.
13. Promotion of cultural, educational and aesthetic aspects.
14. Burials and burial grounds; cremations, cremation grounds and electric crematoriums.
15. Cattle pounds; prevention of cruelty to animals.
16. Vital statistics including registration of births and deaths.
17. Public amenities including street lighting, parking lots, bus stops and public conveniences.
18. Regulation of slaughter houses and tanneries
Given the role of municipalities in a wide range of areas concerning public services, the key
considerations that ought to govern civic service delivery in the above areas include:
i. Reliability – consistency in service performance - quantity and quality,
ii. Responsiveness – timely service,
iii. Credibility – having customer interest and confidence at the centre,
iv. Empathy – attention to customer’s needs and
v. Courtesy and care – physical evidence of willingness to serve.
1.2 Components of a Citizens' Charter
Component Description
1) Cover Page To ensure instant recognition and user - friendliness, it is
important that all Citizens’ Charters have a uniform cover page
2) Vision Vision of the Municipality is mentioned here
3) Mission Mission of the Municipality is mentioned here
4) Objectives Objectives of the Municipality are mentioned here
5) Services & Standards List of services provided by the municipality are mentioned here
6) Grievance Redress
Mechanism
Information about grievance handling redressal is mentioned
here
7) Stakeholders/clients The list of stake holders who have been consulted for setting
service standards is mentioned.
8) Responsibility Centres
This section should indicate who are in charge of services, who
are to be contacted when service is not delivered, to who to
make a grievance and who are the chief officers at the
headquarters level to who to contact as the last resort.
9) Indicative Expectations from
Service Recipients
This section should contain responsibilities of the citizens/clients
if they are to avail efficient service delivery at the standards
stated in the Charter
10) Month and Year for next
review of the Charter.
This section should indicate the month and year for the next
review of the Charter
1.3 Citizen’s Charter implementation in ULBs
In the GOMS No. 325, dated 30-4-2013 of GA (GMP&AR), Government has instructed eleven
departments to prepare and implement citizen’s charter. Accordingly a model citizen’s charter has
been prepared for adoption by ULBs. As part of this charter a total of 23 services have been
identified. The model charter has been approved by the government and a GO has been issued on
15.5.2013.
Few of the important instructions in the GO are:
a. Efforts to notify and give publicity about citizen’s charter thru website, media and other
prominent displays
b. Review of the charter every week
c. Payment of compensation to citizen’s, in the event of failure to deliver the service within the
stipulated time frame.
As on date, Citizen’s Charter is being implemented in seventy municipalities and fourteen municipal
corporations in AP. Model Citizen’s Charter is given in Annexure 1.
1.3.1 Expectations from Mayors and Chairpersons:
Political and Administrative will and commitments: This is arguably the most important
ingredient for the successful implementation of the Charter. Leadership and teamwork are
also critical.
Imposing of stern penalties in case of defaults in service delivery
Discussions in ward committees to elicit the views of citizens about grievances, if any
Grievance handling: Ensure proper grievance redressal system is in place
Periodical updation: Review the charter and make necessary changes as per the felt needs of
citizens
Monitoring delivery of services in accordance with the procedure laid in citizen’s charter
1.3.2 Features of the Citizen’s Charter:
• The united Government of Andhra Pradesh in Municipal Administration & Urban
Development (R) Department, vide G.O.Ms No. 198 dated 15/05/2013 issued the revised
Municipal services to be provided to the community by Urban Local Bodies .
• The services are to be provided to Citizens within a time frame
• The citizen has to pay user charges as fixed by the Municipality to get the service
• The services are provided by Mee- Seva centres and Municipal Service Centres in
Municipality
• If the time frame is not adhered to , compensation would be paid to the applicants.
• Application Forms and leaflets are available at MeeSeva and Municipal Service Center and
also in the website of CDMA (www.cdma.gov.in)
S.No. Service
Documents
Required
(Copies)
Fee Time
Frame
Officer
Responsible
to render
services
Officer to
whom a
grievance/
complaint be
made in case of
delay or
default of
service
1 2 3 4 5 6 7
I. Revenue Section
1
Assessment of
property tax and
allocation of
Door Number
Registered
sale deed
15
days
Revenue
Officer /
Valuation
Officer
Commissioner
/Deputy
Commissioner
Building
permission
2
Transfer of
ownership of
property in
assessment
register
Registered
sale deed/
Revenue
Officer /
Valuation
Officer/
Commissioner
/Deputy
Commissioner
a) Where both
the parties –
seller and buyer
make an
application
Gift deed/
Partition
b) Where either
seller or buyer
makes an
application
deed/
Court Decree /
Succession
certificate
Property
tax receipt
a)15
days
showing upto
date payment
b)45
days
3
Certified copy of
assessment
register
Property tax
receipt duly
7 days
Revenue
Officer /
Valuation
Officer
Commissioner
/Deputy
Commissioner
showing upto
date payment
4
Disposal of
revision petition
on property tax
Submission of
Petition
30
days
Commissioner/
Deputy
Commissioner
Regional Director
cum Appellate
Commissioner of
Municipal
Administration
within 30 days
from the
service of
Special Notice.
5
Disposal of
appeal petition on
property tax
(Municipalities)
Submission
of Appeal
30
days
Regional
Director-cum-
Appellate
Commissioner
of Municipal
Administration
within 15 days
from
the date of
receipt
of orders on
revision
petition
Payment of
existing
tax
II. Engineering Section
6
Sanction/Disposal
of Water Supply
Connection
Property
tax receipt
15
days
Assistant
Engineer (where
distribution lines
are available)
showing upto
date
payment
7
Water supply
pipe lines
leakages
Application is
sufficient 1 day Asst. Engineer
III. Health Section
8
Issuance of Birth
Certificate
Application is
sufficient
a) in case of
digitization of
records
b) in case of other
than (a)
a)
across
the
counter
a) Meeseva
b) 5
days
b)Sanitary
Inspector/
Sanitary
Supervisor
9
Child name
inclusion in Birth
Certificate
Application is
sufficient 7 days
Sanitary
Inspector/
Municipal Health
Officer/ Asst.
Medical Officer of
Health
Sanitary
Supervisor
10
Name correction
in Birth
Certificate
Application is
sufficient 7 days
Sanitary
Inspector/
Sanitary
Supervisor
Municipal Health
Officer/ Asst.
Medical & Health
Officer
11
Non-availability
certificate for
Birth Entry
Application is
sufficient 7 days
Sanitary
Inspector/
Sanitary
Supervisor
Municipal Health
Officer/ Asst.
Medical Officer of
Health
12
Issuance of death
Certificate
Application is
sufficient
a)Meeseva
Municipal Health
Officer/ Asst.
Medical Officer of
Health
a) in case of
digitization of
records
b) in case of other
than (a)
a)
across
the
counter
b)Sanitary
Inspector/
Sanitary
Supervisor/
b) 5
days
13
Name correction
in Death
Certificate
Application is
sufficient 7 days
Sanitary
Inspector/
Sanitary
Supervisor/
Municipal Health
Officer/ Asst.
Medical Officer of
Health
14
Non-availability
certificate for
death entry
Application is
sufficient 7 days
Sanitary
Inspector/
Sanitary
Supervisor/
Municipal Health
Officer/ Asst.
Medical Officer of
Health
15
Sanction/Disposal
of application for
Trade License
Rental
agreement
15
days
Sanitary
Inspector/
Sanitary
Supervisor /
Municipal Health
Officer / Licensing
Officer/ Asst.
Medical & Health
Officer
( if applicable)
Property
tax receipt
showing upto
date
payment
16 Renewal of Trade
License
Existing
Trade License
7 days
Sanitary
Inspector/
Sanitary
Supervisor
Municipal Health
Officer / Licensing
Officer/ Asst.
Medical & Health
Officer
Rental
agreement
( if applicable)
Property
tax receipt
showing upto
date
payment
17
Sanitary
Certificate for
Educational
Institutions
Registration
/
15
days
Sanitary
Inspector/
Sanitary
Supervisor
Municipal Health
Officer / Licensing
Officer/ Asst.
Medical & Health
Officer
Recognition
certificate
from School
Education
Department.
Property
tax receipt
showing upto
date
payment
18 Garbage
clearance 2 days
Public Health
Maistry
Sanitary Inspector /
Sanitary
Supervisor
19 Drain cleaning 3 days Public Health
Maistry
Sanitary Inspector /
Sanitary
Supervisor
IV. TOWN PLANNING SECTION
20
Sanction/Disposal
of application for
Building
Permission
1. Govt. Orders,
if any.
30
days
Town
Planning and
Building
Overseer
/Town
Planning
Supervisor
Town Planning
Officer / Asst. City
Planner
2. NOC from
Collector / JC /
Tahsildar /
Revenue Dept.
(Wherever
required).
3. Previous
sanction Plan, if
approved
previously
4. NOC from
AAI,
(wherever
required
5. NOC from
Andhra Pradesh
State Disasters
Response &
Fire Services
Department,,
(wherever
required)
6. Structural
stability
certificate
issued by the
Competent
Authority
7. NOC from
Police
Department
(Traffic)
(wherever
required)
8. Traffic
Impact Study
by Qualified
Consultant
(wherever
required)
9. NOC from
Heritage
Conservation
Committee
(wherever
required)
10. NOC from
Irrigation
Department in
case of lands
abut water
bodies, Water
courses & nalas
(wherever
required)
11. NOC from
Revenue
Department in
case of lands
abut water
bodies, Water
courses & nalas
(wherever
required)
12. NOC from
Railways
(wherever
required)
13. NOC from
State
Environmental
impact
Assessment
Authority
(wherever
required)
14. NOC from
Defense
Authority
(wherever
required)
15. NOC from
State Naval
Science and
Technology
Laboratory,
Visakhapatnam
(NSTL)
(wherever
required)
16. NOC from
Oil / Gas
Authority
(wherever
required)
17. TDR
Certificate
(wherever
required)
21
Building
Occupancy
Certificate
Sanctioned copy
of Building Plan
15
days
Town
Planning and
Building
Overseer
/Town
Planning
Supervisor
Town Planning
Officer / Asst. City
Planner
22
Certified copy of
building
permission
Application is
sufficient
15
days
Town
Planning and
Building
Overseer
/Town
Planning
Supervisor
Town Planning
Officer / Asst. City
Planner
23
Land use
certificate as per
master plan
Application is
sufficient
15
days
Town
Planning and
Building
Overseer
/Town
Planning
Supervisor
Town Planning
Officer / Asst. City
Planner
Note:
1. These services are available in the MeeSeva and Municipal Service Centers in ULB.
2. Application Forms and leaflets showing the procedure to be followed to obtain these services
are available at MeeSeva and Municipal Service Center and also in the website of CDMA
(www.cdma.gov.in)
3. Cost of Application form and Fees/User Charges for obtaining the above services would be
fixed by the ULB concerned**.
4. The ‘days’ in timeframe referred above mean ‘working days’
5. If the above timeframe is not adhered to, compensation would be paid to the applicant at
Rs.50/- per day in case of services of revenue, engineering and health sections; and Rs.100/-
per day in case of services of town planning section by the ULB towards loss of valuable time
of the applicant. This compensation will be recovered from the person who delayed the
service delivery.
** Since the citizen charter is issued by the concerned ULB, the cost of application form and the fee
for the service may be indicated in table itself.
1.4 Grievance/Complaint Redressal Mechanism
The ULB has a well laid down mechanism for efficient and effective resolutions of grievances of
citizens.
The grievances/complaints can be filed in the following channels.
SL.No Channel of
filling
Whom to contact Mode of Contact
1 Manual Commissioner/Manager
Deputy Commissioner /
Asst. Commissioner
Personal visit
2 Post Commissioner Through letter
3 Phone Call center Through Phone
4 Email Website Through internet
5 Internet Website
On receiving a grievance/complaint through any of the channels referred above an
acknowledgement with complaint number will be given to the complainant. It would be
intimated to the complainant by adopting the cheapest mode of communication.
1.5 Expectations from Citizens
Citizens are expected to:
Submit the application in the prescribed form, and obtain the receipt.
In case the application is not prescribed, it may be made on a white paper.
Attach the document required for the service
Pay the prescribed fee and obtain receipt
Be prompt in payment of property tax, user charges and license fees etc.,
Construct buildings in approved layouts and as per approved plan
Avoid unauthorized constructions and deviation from the approved plan
Avoid throwing garbage on roads/drains/open places
Avoid wasting drinking water
Avoid open defecation Help the administration in rendering the services effectively
Summary of the Module:
Citizen’s Charter is a document which represents a systematic effort to focus on the
commitment of the ULBs towards its Citizens in respect of Standard of Services, Information,
Choice and C o n s u l t a t i o n , Non-discrimination and Accessibility, Grievances
Redress, Courtesy and Value for Money. This also includes expectations of the U L B s
from the Citizen for fulfilling the commitment of the Organization.
Reference Material
1. G.O.Ms No. 198 dated 15/05/2013 of Municipal Administration & Urban Development (R)
Department.
2. Citizen’s Charter Document of MA & UD Department, Government of Andhra Pradesh, May
2013.