Ethics (Paper IV)

The Citizen Charter: The Government’s Service Menu

by Prince Luthra Sir (UPSC CSE AIR 577) · 6 August 2025

Introduction

The concept of a Citizen Charter was introduced in India as a commitment towards improving the quality of public services. Originating from the UK in the early 1990s, the Citizen Charter movement was adopted in India in 1997 under the leadership of the then Prime Minister, aiming to make public services more responsive and accountable to the citizens. The Citizen Charter outlines the standards of service delivery, the rights of the citizens, and the responsibilities of public servants. Despite its noble intentions, the implementation and effectiveness of Citizen Charters in India have been mixed.

Let’s try to understand this with the help of an analogy…

The Citizen Charter: The Government’s Service Menu

Imagine walking into a quirky, government-run restaurant called “Bureaucracy Bistro.” Here, the Citizen Charter is like the whimsical menu handed to you by a super-serious waiter with a stiff upper lip. But don’t worry—this isn’t just any menu; it’s filled with promises, guarantees, and some fine print you should probably read!

The Appetizer Section: Basic Services

Water Supply Soup: Promised to be served 24/7, unless there’s an “emergency” (like when the chef forgets to turn on the faucet).
Electricity Salad: Fresh and crunchy, available all day. If it goes limp (blackout), call our “Electrician-on-Duty” hotline, and we’ll fix it before you finish your main course!

The Main Course: Core Services

Road Repair Ravioli: Guaranteed to fix potholes faster than you can say “speed bump.” Expect smooth driving (or at least fewer bumps) within 48 hours.
Trash Collection Tandoori: Collected daily with the efficiency of a roomba on a caffeine rush. Missed a pickup? Our Trash Troopers will swoop in within 12 hours.

The Dessert: Extra Sweet Services

Birth Certificate Brownie: Deliciously quick, served within 7 days of your order. Just make sure to fill out the form in triplicate!
Health Checkup Halwa: Available every Saturday at our public health kiosks. Free refills on advice and minor treatments.

The Waitstaff: Your Bureaucratic Baristas

In this Bistro, the waitstaff (aka public servants) are trained to deliver top-notch service with a smile (or at least a neutral expression). They’re here to ensure that your experience is pleasant, your needs are met, and your complaints are addressed promptly.

Grievance Grilled Cheese: Not satisfied with your service? Our grievance mechanism is like a grilled cheese sandwich—warm, comforting, and ready to handle your problems. Just fill out the complaint form (yes, another form), and our Complaint Chef will cook up a solution.

The Feedback Form: The Suggestion Sundae

Before you leave Bureaucracy Bistro, don’t forget to fill out the Suggestion Sundae! Your feedback helps us improve and ensures you get the service you deserve. Plus, you might just win a free “Priority Service Pass” for your next visit!

The Chef’s Promise: Accountability and Transparency

Our head chef, Mr. Government, promises that every dish is prepared with the finest ingredients of transparency and accountability. Here’s how:

Ingredient List (Service Standards): Every service comes with a clear list of what to expect—like knowing that your Pothole Pancakes will be patched within 48 hours.
Recipe Transparency (Process Clarity): No secret recipes here! All processes are open and transparent, from how your Birth Certificate Brownie is baked to the recipe for Road Repair Ravioli.
Customer Feedback (Citizen Participation): Your input is the secret sauce that makes our dishes better. Keep those suggestions coming!

The Fine Print: Terms and Conditions Apply

Of course, no good menu is without its fine print. Our service guarantees come with a few caveats:

Chef’s Discretion (Delays and Exceptions): Sometimes, due to unforeseen circumstances (like a missing form or an unexpected holiday), there might be delays. But rest assured, we’re working hard behind the scenes.
Seasonal Specials (Pilot Projects): Occasionally, we run special projects to test new services. Your patience and participation in these trials help us improve.

The Citizen Charter is essentially the government’s pledge to deliver high-quality services, much like a restaurant’s commitment to providing a great dining experience. By setting clear standards, ensuring transparency, and involving citizens in the process, the Charter aims to make public services as reliable and satisfying as your favorite meal.

So, next time you think about government services, picture the Bureaucracy Bistro, where the menu is filled with promises, the waitstaff are at your service, and your satisfaction is the ultimate goal. Bon appétit!

Components of a Citizen Charter

A Citizen Charter typically comprises several key components designed to ensure that public services are delivered effectively, transparently, and accountably. These components include:

Introduction and Objective: The charter begins with a clear statement of its purpose and objectives. This section outlines the commitment of the public authority to provide high-quality services to citizens and sets the tone for the rest of the document.
Details of Services Provided: This section lists all the services offered by the public authority. It includes descriptions of each service, eligibility criteria, required documentation, and any associated fees.
Service Standards: One of the core components of a Citizen Charter is the specification of service standards. These standards define the quality and timeliness of services that citizens can expect. For example, a municipal corporation might commit to resolving complaints about street lighting within 48 hours or issuing birth certificates within seven days.

Grievance Redressal Mechanisms: This section details the procedures for lodging complaints if the promised service standards are not met. It includes contact information for grievance officers, steps for escalating complaints, and timelines for addressing grievances.
Information Dissemination: Effective communication is crucial for the success of a Citizen Charter. This component outlines how information about the charter will be disseminated to the public, such as through websites, brochures, public notices, and media campaigns.
Rights and Responsibilities of Citizens: This part of the charter informs citizens of their rights regarding the services provided and their responsibilities to facilitate efficient service delivery. For instance, citizens might be required to provide accurate information and necessary documentation when applying for services.
Accountability Mechanisms: The charter specifies the accountability mechanisms in place to ensure that public servants adhere to the commitments made. This may include internal audits, performance reviews, and the publication of performance reports.
Feedback and Continuous Improvement: Regular feedback from citizens is essential for the continuous improvement of public services. This section outlines how feedback will be collected, analysed, and used to enhance service delivery.

Examples of Citizen Charters in India

To understand how Citizen Charters function in India, let’s examine a few examples from various public sectors.

Indian Railways: The Citizen Charter of Indian Railways outlines the services provided, such as ticket booking, train scheduling, and on-board facilities. It specifies service standards, including the punctuality of trains and cleanliness of stations and trains. The charter also provides information on how passengers can lodge complaints and seek redressal if services fall short of the standards.
Department of Posts: The Citizen Charter of the Department of Posts details the services offered, including mail delivery, money transfer, banking, and insurance. It specifies delivery standards for different types of mail and financial services. The charter also includes grievance redressal mechanisms and the responsibilities of customers to ensure smooth service delivery.
Municipal Corporations: Many municipal corporations in India have their own Citizen Charters. For example, the Delhi Municipal Corporation’s charter covers services such as the issuance of birth and death certificates, sanitation services, property tax collection, and building approvals. It specifies timelines for service delivery and provides details on grievance redressal mechanisms.
Public Health Services: Public hospitals and health departments often have Citizen Charters outlining the services provided, such as outpatient and inpatient care, emergency services, and diagnostic facilities. The charters specify the expected timeframes for various medical services and procedures for lodging complaints about service quality.

Challenges in Implementing Citizen Charters

Despite the good intentions behind Citizen Charters, their implementation in India has faced several challenges. These challenges have hindered the effectiveness of the charters in achieving their objectives.

Lack of Awareness and Publicity: One of the primary challenges is the lack of awareness among citizens about the existence of Citizen Charters and their rights under these charters. Without widespread publicity and education, citizens cannot effectively use the charters to demand better services.
Vague and Non-Specific Standards: Many Citizen Charters in India suffer from vague and non-specific service standards. This lack of clarity makes it difficult to measure whether the promised standards are being met, reducing the charters’ effectiveness as tools for accountability.
Insufficient Implementation and Monitoring: The implementation of Citizen Charters has often been lackluster, with insufficient monitoring and evaluation mechanisms. Without rigorous implementation and oversight, the commitments made in the charters remain largely on paper.
Limited Grievance Redressal Mechanisms: Although Citizen Charters are supposed to include clear grievance redressal mechanisms, in practice, these mechanisms are often weak or non-existent. This undermines the accountability aspect of the charters, as citizens have limited recourse when service standards are not met.
Resistance from Within: There is often resistance to the implementation of Citizen Charters from within the bureaucracy itself. Some employees and officials see these charters as additional work or as a threat to their autonomy and discretion. This resistance can hinder the effective implementation of the charters.
Cultural Factors: The effectiveness of Citizen Charters can also be impacted by cultural factors, including a general tolerance for poor service and a lack of assertiveness in demanding rights among the populace. This cultural aspect can diminish the pressure on service providers to adhere to the charters.
Absence of Incentives and Penalties: Many Citizen Charters lack mechanisms for incentivizing good performance or penalizing poor performance. Without incentives for compliance and penalties for non-compliance, there is little motivation for public servants to adhere to the commitments made in the charters.
Resource Constraints: In many cases, public agencies face resource constraints that hinder their ability to meet the service standards outlined in their Citizen Charters. These constraints can include insufficient staffing, inadequate funding, and lack of infrastructure.

Importance of Citizen Charters

Despite the challenges, Citizen Charters play a crucial role in improving public service delivery and governance. Their importance can be understood through several key aspects:

Promoting Transparency and Accountability: By publicly outlining the standards of service delivery and the rights of citizens, Citizen Charters promote transparency and accountability. They make it clear what citizens can expect from public services and provide mechanisms for holding public servants accountable when these expectations are not met.
Empowering Citizens: Citizen Charters empower citizens by informing them of their rights and the standards of service they are entitled to. This knowledge enables citizens to demand better services and hold public agencies accountable for their performance.
Improving Service Quality: By setting clear standards for service delivery, Citizen Charters encourage public agencies to improve the quality of their services. Regular monitoring and feedback mechanisms help identify areas for improvement and drive continuous enhancement of service quality.
Enhancing Public Trust: Transparent and accountable public service delivery, as promoted by Citizen Charters, helps build public trust in government institutions. When citizens see that their rights are respected and their grievances are addressed, their confidence in public agencies increases.
Facilitating Citizen Participation: Citizen Charters encourage citizen participation in governance by involving them in the monitoring and evaluation of public services. This participation fosters a sense of ownership and responsibility among citizens, leading to more engaged and active civic involvement.
Supporting Good Governance: By promoting transparency, accountability, and citizen participation, Citizen Charters support the principles of good governance. They help create a more responsive, efficient, and ethical public administration.

Recommendations for Improving Citizen Charters

To enhance the effectiveness of Citizen Charters in India, several recommendations can be considered:

Increasing Awareness and Education: Public agencies should invest in widespread publicity and education campaigns to raise awareness about Citizen Charters. Information about the charters should be easily accessible through various channels, including websites, social media, public notices, and community outreach programs.
Setting Clear and Measurable Standards: Citizen Charters should include specific, clear, and measurable service standards. These standards should be realistic and achievable, providing a clear benchmark for assessing service delivery performance.
Strengthening Implementation and Monitoring: Public agencies should establish robust mechanisms for implementing and monitoring Citizen Charters. This can include regular internal audits, performance reviews, and third-party evaluations to ensure compliance with the commitments made.
Enhancing Grievance Redressal Mechanisms: Effective grievance redressal mechanisms should be a core component of every Citizen Charter. These mechanisms should be easily accessible, responsive, and capable of addressing complaints in a timely manner. Public agencies should also provide multiple channels for lodging complaints, including online platforms, helplines, and physical offices.
Building Internal Support and Reducing Resistance: Efforts should be made to build internal support for Citizen Charters within public agencies. This can include training and sensitization programs for public servants to help them understand the importance of Citizen Charters and their role in improving public service delivery. Addressing concerns and resistance from within the bureaucracy is crucial for successful implementation.
Providing Incentives and Penalties: Public agencies should establish mechanisms for incentivizing good performance and penalizing non-compliance with Citizen Charters. This can include performance-based rewards, recognition programs, and disciplinary actions for failure to meet service standards.
Allocating Adequate Resources: Adequate resources, including staffing, funding, and infrastructure, should be allocated to ensure that public agencies can meet the service standards outlined in their Citizen Charters. Resource constraints should be identified and addressed proactively to prevent service delivery failures.
Encouraging Citizen Feedback and Participation: Public agencies should actively seek citizen feedback and involve citizens in the monitoring and evaluation of public services. Feedback mechanisms should be user-friendly and accessible, and public agencies should demonstrate that citizen input is valued and used to drive improvements.
Continuous Review and Improvement: Citizen Charters should be regularly reviewed and updated to reflect changing public needs and priorities. Public agencies should be committed to continuous improvement, using feedback and performance data to enhance service delivery standards.

Example of Citizen Charters in India

Example of Citizen Charters in India	Services Covered	Service Standards	Grievance Redressal
Indian Railways	Ticket booking, train scheduling, passenger amenities, complaint handling	Timely arrival and departure, clean coaches, timely resolution of complaints	Complaint registers at stations, online complaint filing, dedicated helpline
Department of Posts	Mail delivery, financial services, insurance, retail services	Timely delivery of mail, transparent financial transactions, customer support	Customer care centers, online grievance portal, escalation mechanisms
Municipal Corporations	Issuance of birth and death certificates, sanitation services, property tax collection	Certificates issued within a week, daily garbage collection, prompt tax assessment	Helplines, online portals, local municipal offices

Sample Citizen Charter for the Municipal Corporation

Introduction

The Metropolitan Municipal Corporation (MMC) is dedicated to providing high-quality civic services to the residents of Metropolitan City. This Citizen Charter outlines our commitment to delivering services efficiently, transparently, and accountably. It informs citizens about the services they are entitled to, the standards they can expect, and the mechanisms for redressal of grievances.

Our Services

Types	Service Provided	Standard	Complaint Resolution
Water Supply	Continuous water supply to all residential and commercial areas.	24×7 potable water supply.	Within 24 hours.
Waste Management	Regular garbage collection and disposal.	Daily collection from residential areas before 8:00 AM, twice daily from commercial areas.	Within 12 hours.
Road Maintenance	Maintenance and repair of municipal roads.	Repair of potholes within 48 hours of reporting.	Within 24 hours.
Public Health	Free health check-ups and emergency medical services.	Health check-ups every Saturday, 24-hour emergency services.	Immediate for emergencies, within 48 hours for others.
Birth and Death Registration	Issuance of birth and death certificates.	Certificates issued within 7 days of application.	Within 3 days.

Service Standards

We are committed to adhering to the following service standards:

Water Supply: Continuous and safe.
Waste Management: Timely and efficient.
Road Maintenance: Prompt and thorough.
Public Health: Accessible and reliable.
Registration Services: Accurate and timely.

Grievance Redressal Mechanism

If the promised service standards are not met, citizens can lodge complaints through the following channels:

Helpline Number
Online Portal
Email address
In-Person: Local municipal office

Escalation Process

First Level: Direct submission to the local municipal office or through our helpline.
Second Level: Escalation to the Zonal Municipal Commissioner if unresolved within the stipulated time.
Third Level: Appeal to the Municipal Ombudsman, an independent body overseeing service delivery standards.

Rights and Responsibilities of Citizens

Rights:
- Access to information about services and standards.
- Timely and quality service delivery.
- Transparent grievance redressal.
Responsibilities:
- Provide accurate information and necessary documentation.
- Use services responsibly.
- Follow procedures for grievance redressal.

Feedback and Continuous Improvement

We value citizen feedback and use it to continuously improve our services. Feedback can be provided through our website, feedback forms at municipal offices, or via email.

Contact Information

Helpline Number:
Email:
Website:

Conclusion

The Citizen Charter movement in India represents a significant step towards improving public service delivery by making it more transparent, accountable, and citizen-centric. While the implementation of Citizen Charters has faced several challenges, their potential to enhance governance and empower citizens remains substantial. By addressing the challenges and adopting recommended improvements, India can strengthen the impact of Citizen Charters, ensuring that public services are delivered efficiently, effectively, and in alignment with the needs and expectations of the citizens they serve.

Explain the basic principles of citizens’ charter movement and bring out its importance (2019/10 Marks)

The Citizens’ Charter movement represents a global initiative aimed at improving the quality of public services for the citizens of a country. It was first introduced in the United Kingdom in 1991 and has since been adopted in various forms by numerous countries, including India. The movement seeks to make public service organizations more citizen-centric by making them transparent, accountable, and user-friendly.

Basic Principles of the Citizens’ Charter Movement

Quality: Improving the quality of services provided to the public by setting clear standards that are expected in service delivery.
Choice: Providing options to the citizens wherever possible, which empowers them to choose the service that best suits their needs.
Value for Money: Ensuring that public services are provided economically and efficiently, ensuring the best utilization of taxpayers’ money.
Accountability: Establishing clear guidelines and standards for service delivery, which the service providers are accountable to uphold.
Transparency: Offering full disclosure of procedures and clear criteria of service delivery, which helps reduce corruption and increase trust.
Redressal Mechanisms: Ensuring that there is a system in place for feedback and corrective action if the standards of service are not met.

Importance of the Citizens’ Charter Movement

Improves Service Efficiency: By setting clear standards and benchmarks, the Citizens’ Charter helps in enhancing the efficiency of public service delivery. Service providers become more accountable to meet the standards, which reduces complacency and inefficiency.

Enhances Transparency and Accountability: The charter makes it mandatory for public service organizations to provide detailed information about the services they offer, the standards of service delivery, and the choices available to citizens. This openness is crucial for building trust between service providers and users.

Promotes Citizen Participation: The Citizens’ Charter encourages the involvement of the service users in the process of service delivery, which helps in making the services more user-oriented and effective. Citizen feedback is used to refine and improve services.

Streamlines Redressal Mechanisms: One of the key components of the Citizens’ Charter is the provision of a clear, easy-to-access grievance redressal mechanism. This ensures that citizens have a means to express dissatisfaction and seek remedial action, thereby making the system more responsive to their needs.

Fosters a Service-Oriented Approach: The movement shifts the focus of public services from a ‘ruler-centric’ to a ‘citizen-centric’ orientation, where the satisfaction of the citizen is paramount. This change in perspective is vital for the democratic empowerment of individuals.

In summary, the Citizens’ Charter movement is crucial for ensuring that public services are delivered in an effective, efficient, transparent, and accountable manner. It empowers citizens, enhances their satisfaction, and helps build a more responsive government. By implementing such charters, governments can improve public trust and reinforce the democratic values of accountability and transparency in public administration.PE 1 Summary/Intro: Done

PE 7 Case Study: Priya Mehta, an IAS officer, has recently been appointed as the District Collector of a large district. As part of her mandate, she is responsible for ensuring the smooth implementation of the Citizen’s Charter in all public institutions, including the district’s main public hospital. The hospital has been receiving complaints from citizens about long waiting times, poor service quality, unresponsive staff, and lack of basic medical supplies.

The Citizen’s Charter for the hospital mandates that:

Patients should not wait more than 30 minutes for basic services.
Critical medicines and basic supplies must always be available.
Hospital staff should be polite and responsive to patients’ needs.
There must be a mechanism for addressing grievances within 48 hours.

When Priya visits the hospital, she discovers that staff members are not adhering to the Citizen’s Charter. There is a clear lack of accountability among hospital staff, and corruption has led to the unavailability of medicines and basic supplies. The hospital is also understaffed, and employees are underpaid, creating further dissatisfaction among workers. Some political leaders are pressuring Priya to overlook these issues to avoid political unrest before the upcoming elections.

Stakeholders:

Priya Mehta (District Collector): Responsible for implementing the Citizen’s Charter and ensuring the hospital functions efficiently.
Hospital Staff: Understaffed, underpaid, and unmotivated; many are complicit in corrupt practices, and some resist change.
Patients (Citizens): The beneficiaries of public health services, currently facing long wait times, lack of medicines, and poor service.
Political Leaders: Pressuring Priya to avoid making significant changes to avoid political unrest before elections.
Hospital Management: Responsible for the hospital’s day-to-day operations but lacking proper accountability.
State Health Department: Overseeing public health services and expecting Priya to address citizen grievances effectively.
Civil Society and Media: Closely monitoring public services and highlighting failures in service delivery.

Ethical Dilemma:

Priya faces a conflict between two ethical responsibilities:

Duty to Implement the Citizen’s Charter: Priya’s responsibility as a public servant is to ensure that the hospital complies with the Citizen’s Charter, providing fair and timely healthcare to citizens.
Pressure from Political Leaders: Local politicians are pressuring Priya to maintain the status quo, fearing that any disruption or exposure of corruption may lead to political backlash before elections.

Alternatives:

Ignore the Issues Temporarily and Succumb to Political Pressure:
- Pros: Priya avoids immediate political conflict, and the risk of unrest before elections is minimized. Her career may remain stable without political interference.
- Cons: Violates her ethical duty to uphold the Citizen’s Charter, continues to neglect the citizens’ health needs, and allows corruption and inefficiency to persist.
Initiate Comprehensive Reforms Based on the Citizen’s Charter:
- Pros: Upholds the principles of transparency, accountability, and citizen welfare. Priya will address the grievances of the citizens and improve the quality of healthcare services. Sets an example of ethical governance.
- Cons: Immediate political backlash may arise. There could be resistance from hospital staff, and the reform process might lead to short-term disruptions in service delivery.
Gradually Implement Reforms While Negotiating with Political Leaders:
- Pros: Priya can maintain a balance by implementing necessary reforms without triggering a political backlash. By negotiating with political leaders, she may be able to secure better resources and support for the hospital, while slowly improving services.
- Cons: The gradual approach may not provide immediate relief to the citizens, and corruption may persist for longer. There is also a risk that delays in implementing the Charter could be seen as inaction.
Outsource Key Functions and Partner with Civil Society Organizations:
- Pros: Priya can outsource the hospital’s administrative functions, such as supply management and grievance redressal, to civil society organizations. This improves accountability and efficiency without directly confronting the political class.
- Cons: Outsourcing might create new challenges, including the need for additional oversight, and the hospital staff might resist these changes. It may also be viewed as a temporary solution rather than addressing the root cause of corruption.

Best Alternative: Gradually Implement Reforms While Negotiating with Political Leaders (Alternative 3)

Solution:

The best course of action for Priya is to gradually implement reforms while negotiating with political leaders. This approach strikes a balance between upholding the principles of the Citizen’s Charter and avoiding immediate political backlash. By ensuring slow but steady improvements, Priya can address the grievances of the citizens without creating political instability.

Key Steps for Implementation:

Engage Hospital Management and Staff:
- Priya should work with hospital management and staff to ensure that the Citizen’s Charter is clearly understood. She can provide training and support to improve their adherence to the standards outlined in the Charter.
- Address the issue of understaffing by requesting additional resources from the State Health Department and advocating for better pay and working conditions for hospital employees.
Negotiate with Political Leaders:
- Priya should engage political leaders, explaining the long-term benefits of improving healthcare services. By focusing on the positive impact the reforms will have on citizens, she can potentially secure their support.
- Priya can frame the reforms as gradual improvements to avoid a sudden backlash and ensure that the political leaders understand the importance of addressing public grievances before they escalate.
Set Up a Transparent Grievance Redressal Mechanism:
- Priya should implement a grievance redressal system as mandated by the Citizen’s Charter, ensuring that citizens’ complaints are addressed within 48 hours.
- This can be done by appointing a dedicated officer or outsourcing the function to civil society organizations that specialize in public service delivery.
Involve the Media and Civil Society for Monitoring:
- Priya can invite civil society groups and local media to monitor the hospital’s performance and the reforms being implemented. This would create external pressure on the hospital staff and political leaders to maintain accountability and transparency.
- Positive media coverage of the reforms could help counterbalance any political resistance.
Gradual Rollout of Reforms:
- Priya should introduce changes in phases to ensure a smoother transition. She can start by improving the availability of essential medicines and supplies, then move to reduce waiting times and improve staff responsiveness.
- During each phase, she should monitor progress and make necessary adjustments to address unforeseen challenges.

Justification:

Upholds Accountability: Priya ensures that the hospital functions according to the Citizen’s Charter, improving services for citizens and addressing their grievances, which is her ethical duty.
Balances Political Pressures: By negotiating with political leaders and taking a gradual approach, Priya avoids immediate political backlash while still implementing much-needed reforms.
Leadership and Communication: Priya demonstrates strong leadership by prioritizing the needs of citizens and communicating the importance of reforms to stakeholders. She effectively uses her problem-solving skills to balance competing interests.

By adopting this approach, Priya upholds her ethical responsibilities while navigating political challenges, ensuring that the Citizen’s Charter improves public services without causing unnecessary unrest

PE 8 Practice Q

What is a Citizen’s Charter? Discuss its significance in promoting transparency and accountability in public service delivery

Examine the role of Citizen’s Charters in enhancing good governance in India.

Identify and explain the key components of an effective Citizen’s Charter.

PE 9 Glossary

Citizen’s Charter: A document outlining the rights of citizens to access public services, along with service standards, timelines, and mechanisms for grievance redressal to ensure accountability and transparency in governance.

Service Quality: The standard of services provided to citizens, measured by factors such as efficiency, reliability, and responsiveness in meeting public needs.

Good Governance: The process of governing that is transparent, accountable, participatory, responsive, and ensures the rule of law, aiming to meet the needs of citizens effectively and fairly.

Public Trust: The confidence and belief that the public has in government institutions and public officials to act in the public’s best interest, ethically and transparently.