Citizen's Charter Research Articles

APPLICATION CITIZEN’S CHARTER IN IMPROVING THE QUALITY OF POLRI PUBLIC SERVICES

Improving the quality of service requires support from all groups, including the integrity and commitment of the Police leadership and service officers as well as the community's commitment not to commit deviations in accordance with the Citizen's Charter (service contract) which has been formulated and established as a guideline for the implementation of Polri's public services. The public must always prioritize equal rights and justice regarding these services so that improvements in the quality of Polri's public services in the future can be achieved effectively and efficiently by achieving good governance which is characterized by clean governance. This is in accordance with the general principles of state administration (the general principle of organizational state) which consist of legal certainty, orderly state administration, public interest, openness, proportionality, professionalism and accountability.

Citizen Charter as Governance Reform Initiative for Quality Services

The Citizen Charter (CC) is implemented to enhance the capabilities of local government in delivering services to people. It represents the official commitment to providing quality services to the public, and all service recipients need to have clear and concise information about the services and goods being provided. At the heart of the discussion on governance reform and the CC lies the question of whether public institutions foster the creation, dissemination, and processing of knowledge on the CC, which could ultimately lead to improved service delivery quality. Thus, this study examines the role of institutional factors such as procedural transparency and clarity, timely service delivery, and grievance handling systems in municipal service delivery post-implementation of the CC. The philosophical underpinning of this study adopts a pragmatic approach, utilizing a sequential explanatory mixed method. The findings reveal that there is increasing procedural transparency, and timely service delivery is gradually improving. However, the grievance handling system within the municipality still appears to be weak. It is evident from the study that the implementation of the Citizen Charter as a governance reform practice must address issues of reliability, responsiveness, and accuracy (RRA) to ensure quality service delivery (QSD) at the local level.

Citizens’ Assessment of the Municipal Services Provided by Mymensingh City Corporation

City Corporations, which are crucial in defining the urban environment, have a significant impact on the quality of life of their residents. Hence, this study aims to explore citizens’ assessment and satisfaction with the different services provided by Mymensingh City Corporation. Employing an exploratory research approach, the study gathers quantitative data through surveys. The findings of the study revealed that 24% of participants strongly agreed that the Mymensingh City Corporation upholds the Citizen Charter while providing services, 38% were satisfied with the MCC’s present services, 12% claimed to have participated in the MCC decision-making process, 22% concurred that the MCC demonstrates an adequate level of transparency and accountability in its operations, 24% were satisfied with the MCC’s efforts to preserve public safety and civil defense, and 38% said that the MCC had done a good job of upholding urban planning. These statistics clearly indicate that MCC has enough scope to improve its overall performance regarding enhancing citizen satisfaction. Since the survey was conducted during the pandemic, it has restricted gathering data from an adequate number of respondents. However, there is a scope for further research by applying a mixed method with a large sample size. Finally, necessary policy recommendations have been discussed in the study that may improve the performance of the MCC.

Analysis of Citizen's Charter Policy as A Strategy for Improving the Quality of Public Services in the Issuance of Driving License

The service of driving licenses (SIM) is one of the public services of various other public services owned by the National Police. The state gives full authority to the Police to provide these services as stipulated in Law no. 22 of 2009 concerning Road Traffic and Transportation. The purpose of this study is to 1) analyze the issuance of SIMs at the Sorong Polres, 2) analyze the Citizen's Charter policy (service contract) as a strategy to improve the quality of public services in issuing SIMs at the Sorong Polres. This study uses a qualitative approach, using a case study research method. Data collection was carried out using interview techniques, observation and document review. This research was conducted in early September 2021 with a total of 15 respondents consisting of members of the Indonesian National Police and the public. The location of the research was carried out at the Sorong Police Station. From the results of the study it was concluded that the SIM issuance service at the Sorong Polres is still not optimally implemented for the community because the SIM issuance service at the Sorong Polres is still exclusive and elite capture, with a gap between service quality and cultural dimensions in the SIM issuance service at the Sorong Polres then a strategic policy formulation is needed to improve the quality of public services that are more excellent than the previous services. The advice given is to make fundamental improvements to the SIM issuance service at the Sorong Polres in order to improve the quality of service, build a good service culture, namely having dedication, integrity, discipline, honesty and trustworthiness in providing services to the community, using software that can be displayed directly on service room so that it can quickly find out what is the criticism and input from the community in service, on mobile SIM cars added to the product by issuing new SIMs, there is intense supervision from the Provos Polres Sorong to monitor service officers, and adopting a Citizen's Charter (service contract) compiled and designed between the Sorong Police and other stakeholders and the community.

Panchayat Citizen Charter (<i>Meri Panchayat, Mera Adhikaar - Jan Sevaayein Hamaare Dwaar</i> Campaign)

Panchayats implement many development programmes and provide basic public services to the citizens in their respective areas. All public services are paid for by individual citizens, either directly or indirectly through taxes. Therefore, the question arises - How to make Panchayats appreciate the needs of the citizens and improve the quality of public services? The answer probably lies in the ‘Citizen Charter.’ The citizens have the right to expect a particular quality of service that is responsive to their needs and Panchayats are obliged to provide the required services efficiently at a reasonable cost. Thus, the Citizen Charter is a practical proposition in terms of involving and motivating the elected representatives, Panchayat officials and the citizens to work out and adopt a more responsive Panchayat set-up with increased transparency and efficient service delivery as per citizens’ needs. Panchayat Citizens’ Charter preserves the trust between the citizens and Panchayats, helps to make the citizens aware of their rights and also makes Panchayats accountable to citizens.

Citizen Charter As An Innovation In Publik Service Management

Tracing the problems of public services in Indonesia can actually be seen in several periods of governance, for example starting during the New Order era and finally the reform period. The citizen charter service contract is one of the innovations in public service management towards responsive service delivery and in accordance with the needs of the community. In the citizen charter service contract requires active involvement of citizens, also empowering citizens through the introduction of rights and obligations between users and service providers which will raise citizen awareness to control the implementation of public services. citizens also have the right to participate in the delivery of services and citizens must also be empowered so that they have a bargaining position when dealing directly with the service provider bureaucracy. The implementation of the citizen charter service itself consists of five principles, namely service vision and mission, service standards, service flow, community complaint unit, service user survey

Strategy In Public Service

This study aims to determine the implementation of Know Your Customers (KYC) and Citizen Charter (Service Contract) strategies in increasing employee responsiveness in collecting retribution for Bone Regency. The type of research used is descriptive qualitative. Data collection used observation techniques, interviews, and documentation. The analysis technique is carried out through data collection, data reduction, data presentation, and concluding. The results of this study indicate that the implementation of the public service responsiveness strategy of Bone Regency in collecting retribution is considered to be less responsive based on each of the 3 indicators of the two responsive strategies, there is one indicator on the Know Your Customers strategy which is considered not good, namely approach, while two other indicators are considered good, namely (surveys, observations, interviews) and know customers. The indicators on the three Citizen Charter strategies (Service Contracts) are considered to be still not good, namely service users as the centre of attention, service contracts, and system determination. Of course, there are still shortcomings that need attention, namely paying more attention to the needs of traders, following up on merchant complaints quickly, and providing services according to existing regional regulations. If this is allowed to continue, it will harm the implementation of public services in the future, bearing in mind that the increasing needs of traders must be supported by managers who are alert and responsible for their main tasks and functions, so that responsive services can be created.

Problems Encountered in the Implementation of the Citizen's Charter: The Case of 4th District, Camarines Sur, Philippines

Problems Encountered in the Implementation of the Citizen's Charter: The Case of 4th District, Camarines Sur, Philippines

Implementing Citizen’s Charter in Urban Local Government in Bangladesh: Do Accountability and Public Awareness Matter?

This research looks at the possibilities and challenges of adopting a Citizen’s Charter in Paurashava. In this regard, introducing the Citizen Charter in government offices is a step forward. One Paurashava was selected as the study field to observe the current situation of Citizen’s Charter implementation and to recognize the problems in Citizen’s Charter implementation. This study is primarily qualitative in nature. Both primary and secondary sources of data were used. Besides, official records and other relevant documents were used as secondary sources. According to preliminary observations, the extent of Citizen Charter implementation in Paurashava is extremely poor. All of the services of the Paurashava are not covered by the Citizen’s Charter, and most citizens are unaware of it. A number of other problems also hamper the success of the Paurashava. Therefore, these factors constrain the successful implementation of the Citizens’ Charter at the Paurashava.

Analysis of Indonesian Public Service Issues in The New Era based on Public Administration Perspective

Public trust is an important variable in improving public services. However, the existence of unhealthy protests and demonstrations indicates the current bad public services. This study aims to analyze the issue of public services in Indonesia in a new era from an administrative perspective. The research method used in writing this scientific article is to use the method of literature study (library research) using qualitative and descriptive analysis. The New Public Service and Good Governance perspective is considered the most appropriate to answer the current condition of public service problems in Indonesia. This is supported by a more democratic political situation and open government. To effectively implement this point of view, it can be implemented using various models such as the Citizen Charter model, the KYC (Know Your Customer) model, and the Mobile Government model.

The effect of citizen charter on public service delivery quality: Evidence from urban local government (A study on Sylhet city corporation)

The effect of citizen charter on public service delivery quality: Evidence from urban local government (A study on Sylhet city corporation)

The Role of Citizen Charter in Accelerating Public Service Delivery in Land Management

The proactive disclosure of relevant information is very important to get services since it is one of the powerful tools in terms of dominating others. Hence, in land management services, information is a very important element both for service providers and service recipients. Therefore, information can be used as a means of providing smooth service delivery and concealing proper information, the service recipients can also be pushed in immoral practices on the other hand. Considering the existing situation, the government is always trying to provide services to its citizens smoothly and easily through adopting and introducing different mechanisms and initiatives. The introduction of the citizen-charter in public offices is one of such initiatives. Consequence of which the present study investigated the contribution of citizen charter in accelerating public service delivery in land management in the country. It also explored the perception of service recipients about the citizen charter and factors affecting in implementation of the citizen charter. The study administered qualitative methodology and data have been collected from primary and secondary sources. The study revealed that citizen charter brings a positive impact on public service delivery in land management. Information about different services, their rate of fees and stipulated time-frame is displayed openly on the citizen charter notice board at the land office and also on its website. It has become easier due to the introduction of digitization in land administration. However, the study explored that the educational status of the service recipients is not an impending factor to get services from the land administration offices. Rather, the middleman or vested interest group is found as criminal-agent to make the as usual process of getting service difficult. It is happened due to the complex nature of the land management system and its complicated process of service delivery. Therefore, it is recommended to appoint more IT expert officials with an uninterrupted power supply and high-speed net connection at the ACLs offices for ensure accountability and effective monitoring systems along with more publicity about the citizen charter to create more awareness about it. Moreover, a huge campaign is needed to create awareness about the process of receiving services, fees, and levies for different services, sources of land-related information, etc. Initiatives should also be taken to develop professionalism and cooperative manners among ACL staff. Introduction of feedback—both service providers and service recipients—the system would be an effective mechanism, among many others, at the ACL offices in the country to provide better services and that can be a part citizen charter.

Identifying the level of service receiver satisfaction using the time, cost, and visit model: A case study of the citizen's charter of Mymensingh City Corporation

Identifying the level of service receiver satisfaction using the time, cost, and visit model: A case study of the citizen's charter of Mymensingh City Corporation

Identifying barriers affecting citizen participation in community‐driven development projects in Afghanistan: A case study of Herat city

AbstractThe World Bank has prioritised and implemented the Citizen Charter National Priority Program (CCNPP) – a community‐driven development program aiming to broadly engage local communities in planning and implementation of the community‐driven development projects in Afghanistan. This paper has utilised Arnstein's model of citizen's participation – the eight stages of citizen participation ladder – to assess the major barriers affecting citizen engagement in community‐driven development projects in Afghanistan. Employing a qualitative approach, we have conducted semi‐structured interviews and focus group discussions with local communities, elders of the community development councils, community development experts and practitioners. The paper has found out that poverty, deinstitutionalised Community Development Councils (CDCs), low level of literacy, lack of volunteering culture, male‐dominance in decision‐making processes, defects in CCNPP operational processes including limited time frame, predefined services, power‐seeking facilitating partners, area selection, and weak CDCs are among the major barriers affecting citizen participation in community‐driven projects in Afghanistan. This paper concluded that citizen's participation in community‐driven development projects in Afghanistan is placed at informing and consultation stages and, in some projects, could be placed at the placation stage of Arnstein's model of citizen participation.

Citizen Charter in Ethiopia: The Case of Addis Ababa and Dire Dawa City Administration

As one instrument to improve service delivery in the public sector, citizens’ charter was introduced by “New Public Management theoreticians”. In Ethiopia citizens’ charter was implemented as one component of the civil service reform program BPR. The introduction of this charter was aiming to improve the government service delivery and to increase the satisfaction of citizens. Owing to this, the study investigates the role of citizens’ charter in enhancing citizens’ satisfaction and citizens’ participation in Addis Ababa and Dire Dawa selected government organizations. A structured questionnaire was designed and was randomly distributed to 800 respondents 400 from each city and four sectors was selected purposively based on the load of service they offer . The study employed both descriptive and inferential statistics. And it was found out that the overall satisfaction of citizens due to the introduction of citizens’ charter was low. Similarly service actually citizens got was low as compared to their expectations and even the status of service delivery before and after the implementation of the citizens charter was not changed and even in some case it was worse. Thus, we conclude from this analysis that introducing the citizen’s charter did not brought about any improvement in service delivery and enhancing citizens satisfaction. This was because: the design and implementation of the citizens charter was not participatory, the standards set in the charter were not clear, limited awareness of both the implementers and the citizens at large and the grievance handling mechanism was very weak. Keywords: Citizens’ charter, citizens’ satisfaction, perception, expectation DOI: 10.7176/PPAR/12-2-01 Publication date: April 30 th 2022

Pengembangan Model dan Strategi Reformasi Birokrasi Yang Berorientasi Pada Pelayanan Publik Untuk Mewujudkan Good Governance di Daerah

Bureaucracy of regional government in reformation era is demanded to affors in creating clean and good, transparency, responsive, efficient and effective government as well. The demand is increasingly avoidable by public distrust because of KKN (Corruption, Collution, Nepotism) practice in government bureaucracy wich is increasingly systemic and privade to areas of region. Bureaucracy reformation is the needy wich capable to lessen KKN practical, it is, however in appropriate if phenomena tern only in administrative technigues. Public servant status must be put to have main role from government bureaucracy to create good local governance.
 This study want to examine comprehensively how bureaucracy of government to increase public servant in the framework of good local governance and review the factors of causality relationship as well which influence either bureaucracy internal or external so it able to create clean and accountable in regions. The result from the study is : The development of participatory bureaucracy reformation model and equality wich oriented to public service. Among other creative, innovative and proactive public servant, low cost administration and easy license, transparency cost, fast and easily accessible, society as locust (citizen charter)

Development of Citizen's Charter to Improve the Service Provision at a Regional Health Services Directorate in Sri Lanka

Development of Citizen's Charter to Improve the Service Provision at a Regional Health Services Directorate in Sri Lanka

Strategy to Improve Accountability and Performance Management in Pamekasan Regency Government

The level of accountability for the performance of the Pamekasan Regency Government in recent years has experienced a significant increase, so a strategy is needed so that the value of accountability continues to increase. The purpose of this study is to provide an overview of strategies for improving accountability and performance management in the government in Pamekasan Regency. The results of the study indicate that strategies for increasing accountability and performance management in the Pangandaran Regency Government include the Regional Apparatus Organization conducting a satisfaction survey on the community in each of its services periodically, the need to strengthen SOP (Standard Operating Procedures) in public services, increasing standard adjustments and review programs with community involvement (citizen charter), increasing the intensity level of coordination between regional apparatuses in order to improve public service innovation, providing and managing public complaints facilities, encouraging service innovation in each regional apparatus, and conducting periodic socialization of service evaluation policies.

Health care manager commitment towards implementation of citizen charter standards and associated factors in public hospitals of Jimma zone, Southwest Ethiopia

BackgroundManagerial commitment is important for effective design and implementation of citizen charter to assure the quality of health service delivery as per the standards depicted in the document. Hence the objective of this study is to assess the level of managerial commitment towards implementation of the citizen charter standards and associated factor in Jimma zone public hospitals.MethodsA Facility based cross-sectional study design was employed in Jimma zone public hospitals from March 14 to May 16, 2019 and 422 health managers who were currently working at all levels of management were participated in the study. After checking its completeness, the data was entered into EPI data version 3.1 and exported to SPSS version 20 for statistical analysis. Factor analysis was conducted. Simple and multiple linear regression were done using 95%CI and significance was declared at P < 0.05. All assumptions of linear regression and principal component analysis were checked.ResultsThe percentages mean score of managerial commitment for health managers working in jimma zone public hospitals was 58%. Perceived value and care for managers (β = .329,95% CI,.245,.413, p-value<.001), Interaction between staff and managers’ (β = 0.077,95%CI,.032,.122, p-value< 001),involvement during implementation of citizen charter(β = 0.061,95%CI,.010,.112,p-value = 018) and positional level(β = − 122,95%CI,-.242,-.002,p-value = .046) as predictors of managerial commitment towards implementation of citizen charter standards.ConclusionsIn this study, the percentage mean score of managerial commitment for health care managers working in Jimma zone public hospitals was medium. Hence, all levels of managers to consider and maintain factors identified in this study in their management practice to foster a higher level of managerial commitment towards implementation of citizen charter standards in jimma zone public hospitals.

Customer-Driven Service Standards of Citizen Charter in Badan Kepegawaian Daerah Kabupaten Sidoarjo

The purpose of this study is to determine and describe the Customer-Driven Service Standards of Citizen Charter in Badan Kepegawaian Daerah Kabupaten Sidoarjo. This research is a qualitative descriptive study located Badan Kepegawaian Daerah Kabupaten Sidoarjo. The technique of determining informants using purposive sampling. The informants in this study were the Head of Badan Kepegawaian Daerah Kabupaten Sidoarjo, Head of Planning and Reporting, Planning and Reporting Staff, Civil Servants in Kabupaten Sidoarjo Government. Data collection techniques through interviews, observation, and documentation. The technique of analyzing data uses an interactive model consisting of data collection, data reduction, data presentation, and conclusion drawing. The results of this study indicate that customer-driven service standards are indicated by the formulation of service standards in accordance with the vision and mission of Badan Kepegawaian Daerah Kabupaten Sidoarjo and informed through the official website of the Badan Kepegawaian Daerah Kabupaten Sidoarjo.