2 Constitution, Polity, Social Justice & International Relations · 2.4.3 Governance, public policy and e-Governance

2.4.3.5 Citizen-centric administration: citizen charters, Sevottam, right to services and CPGRAMS

Citizen-centric administration puts the citizen, not the department, at the centre of service delivery: charters say what to expect, Sevottam sets a quality standard, right-to-services laws make delivery time-bound, and CPGRAMS lets anyone complain online.

  • APPSC Group 1
  • Advanced level
  • 7 min read
  • Full course

Key terms

  • citizen centric administration
  • citizen's charter
  • Sevottam
  • IS 15700
  • right to services
  • Public Services Delivery Guarantee Act
  • CPGRAMS
  • DARPG
  • Second ARC
  • grievance redressal

What this note covers

  1. Core factsFoundation
  2. ExplainedStandard
  3. DeeperAdvanced
  4. AP angleStandard
  5. Mains writingMains writing
  6. Common trapsFoundation
  7. Quick revisionFoundation

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