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Daily Reading 15th February

Citizen’s Charter: Relevance in Service Delivery

The Citizen’s Charter is a quintessential tool for good governance, representing a significant paradigm shift from a bureaucratic, top-down approach to a citizen-centric model. At its core, a Citizen’s Charter is a public commitment made by a government department or organization regarding the standards of service delivery it aims to provide. This voluntary declaration is designed to make administration more transparent, accountable, and responsive to the needs of the citizenry, thereby empowering the public. The concept, which originated in the UK, is based on the principle that citizens, as taxpayers, are entitled to high-quality public services.

A well-drafted charter typically outlines the vision of the organization, details of services offered, and clear standards for performance, including timelines. It also specifies grievance redressal mechanisms, which are crucial for ensuring accountability. By setting clear expectations, a charter helps to reduce ambiguity and provides citizens with a benchmark against which they can judge the performance of a public body. This mechanism is intended to ameliorate the quality of services and foster a culture of professionalism within public institutions.

Despite its laudable objectives, the implementation of Citizen’s Charters in India has faced numerous impediments. A primary challenge is their non-justiciable nature; they are often treated as mere guidelines rather than legally enforceable rights. The process of formulation frequently lacks genuine public consultation, resulting in charters that are disconnected from ground realities and filled with technical jargon. Furthermore, bureaucratic apathy and a lack of mechanisms for monitoring and evaluation have rendered many charters ineffective, undermining their overall efficacy.

To make Citizen’s Charters more effective, a robust reform strategy is imperative. Providing them with some form of statutory backing would increase their legal weight. A more participatory formulation process and regular performance audits are also essential. Ultimately, the success of a Citizen’s Charter lies not just in its drafting but in the commitment of the organization to its principles, which is vital for restoring public credibility in governance.

नागरिक चार्टर: सेवा वितरण में प्रासंगिकता

नागरिक चार्टर सुशासन के लिए एक सर्वोत्कृष्ट (quintessential) उपकरण है, जो एक नौकरशाही, ऊपर से नीचे के दृष्टिकोण से नागरिक-केंद्रित मॉडल की ओर एक महत्वपूर्ण प्रतिमान (paradigm) परिवर्तन का प्रतिनिधित्व करता है। मूल रूप से, एक नागरिक चार्टर एक सरकारी विभाग या संगठन द्वारा की गई एक सार्वजनिक प्रतिबद्धता (commitment) है, जो सेवा वितरण के मानकों के बारे में है जिसे वह प्रदान करना चाहता है। यह स्वैच्छिक (voluntary) घोषणा प्रशासन को अधिक पारदर्शी, जवाबदेह और नागरिकों की जरूरतों के प्रति उत्तरदायी बनाने के लिए डिज़ाइन की गई है, जिससे जनता को सशक्त (empowering) बनाया जा सके। यह अवधारणा, जिसकी उत्पत्ति ब्रिटेन में हुई, इस सिद्धांत पर आधारित है कि नागरिक, करदाताओं के रूप में, उच्च गुणवत्ता वाली सार्वजनिक सेवाओं के हकदार हैं।

एक अच्छी तरह से तैयार किए गए चार्टर में आम तौर पर संगठन की दृष्टि, प्रदान की जाने वाली सेवाओं का विवरण और समय-सीमा सहित प्रदर्शन के लिए स्पष्ट मानक उल्लिखित होते हैं। इसमें शिकायत निवारण (redressal) तंत्र भी निर्दिष्ट होते हैं, जो जवाबदेही सुनिश्चित करने के लिए महत्वपूर्ण हैं। स्पष्ट अपेक्षाएं निर्धारित करके, एक चार्टर अस्पष्टता (ambiguity) को कम करने में मदद करता है और नागरिकों को एक बेंचमार्क प्रदान करता है जिसके आधार पर वे किसी सार्वजनिक निकाय के प्रदर्शन का मूल्यांकन कर सकते हैं। इस तंत्र का उद्देश्य सेवाओं की गुणवत्ता में सुधार (ameliorate) करना और सार्वजनिक संस्थानों के भीतर व्यावसायिकता की संस्कृति को बढ़ावा देना है।

इसके प्रशंसनीय उद्देश्यों के बावजूद, भारत में नागरिक चार्टरों के कार्यान्वयन में कई बाधाओं (impediments) का सामना करना पड़ा है। एक प्राथमिक चुनौती उनकी गैर-न्यायोचित प्रकृति है; उन्हें अक्सर कानूनी रूप से लागू करने योग्य अधिकारों के बजाय केवल दिशानिर्देश (guidelines) के रूप में माना जाता है। निर्माण (formulation) की प्रक्रिया में अक्सर वास्तविक सार्वजनिक परामर्श (consultation) का अभाव होता है, जिसके परिणामस्वरूप ऐसे चार्टर बनते हैं जो जमीनी हकीकत से कटे होते हैं और तकनीकी शब्दावली (jargon) से भरे होते हैं। इसके अलावा, नौकरशाही की उदासीनता (apathy) और निगरानी और मूल्यांकन के लिए तंत्र की कमी ने कई चार्टरों को अप्रभावी बना दिया है, जिससे उनकी समग्र प्रभावकारिता (efficacy) कम हो गई है।

नागरिक चार्टरों को और अधिक प्रभावी बनाने के लिए, एक मजबूत (robust) सुधार रणनीति अनिवार्य है। उन्हें किसी प्रकार का वैधानिक (statutory) समर्थन प्रदान करने से उनका कानूनी महत्व बढ़ेगा। एक अधिक सहभागी निर्माण प्रक्रिया और नियमित प्रदर्शन ऑडिट भी आवश्यक हैं। अंततः, एक नागरिक चार्टर की सफलता केवल उसके मसौदे में नहीं, बल्कि उसके सिद्धांतों के प्रति संगठन की प्रतिबद्धता में निहित है, जो शासन में सार्वजनिक विश्वसनीयता (credibility) को बहाल करने के लिए महत्वपूर्ण है।

নাগৰিক চনদ: সেৱা প্ৰদানত প্ৰাসংগিকতা

নাগৰিক চনদ সুশাসনৰ বাবে এক उत्कृष्ट (quintessential) সঁজুলি, যিয়ে এক আমোলাতান্ত্ৰিক, শীৰ্ষ-তল দৃষ্টিভংগীৰ পৰা এক নাগৰিক-কেন্দ্ৰিক মডেললৈ এক গুৰুত্বপূৰ্ণ আদৰ্শ (paradigm) পৰিৱৰ্তনক প্ৰতিনিধিত্ব কৰে। মূলতঃ, নাগৰিক চনদ হ'ল এখন চৰকাৰী বিভাগ বা সংস্থাই প্ৰদান কৰিব খোজা সেৱাৰ মানদণ্ড সম্পৰ্কে কৰা এক ৰাজহুৱা প্ৰতিশ্ৰুতি (commitment)। এই স্বেচ্ছামূলক (voluntary) ঘোষণাপত্ৰখন প্ৰশাসনক অধিক স্বচ্ছ, জবাবদিহি আৰু নাগৰিকৰ প্ৰয়োজনীয়তাৰ প্ৰতি সঁহাৰি জনাব পৰাকৈ ডিজাইন কৰা হৈছে, যাৰ দ্বাৰা জনসাধাৰণক সশক্ত (empowering) কৰা হয়। এই ধাৰণাটো, যাৰ উৎপত্তি যুক্তৰাজ্যত হৈছিল, এই নীতিৰ ওপৰত ভিত্তি কৰি গঢ় লৈছে যে নাগৰিকসকলে, কৰদাতা হিচাপে, উচ্চমানৰ ৰাজহুৱা সেৱা পোৱাৰ অধিকাৰী।

এখন ভালদৰে খচৰা কৰা চনদত সাধাৰণতে সংস্থাটোৰ দৃষ্টিভংগী, আগবঢ়োৱা সেৱাৰ বিৱৰণ, আৰু সময়সীমাকে ধৰি কাৰ্যসম্পাদনৰ বাবে স্পষ্ট মানদণ্ড উল্লেখ থাকে। ইয়াত অভিযোগ প্ৰতিকাৰ (redressal)-ৰ ব্যৱস্থাও নিৰ্দিষ্ট কৰা থাকে, যিটো জবাবদিহিতা নিশ্চিত কৰাৰ বাবে গুৰুত্বপূৰ্ণ। স্পষ্ট প্ৰত্যাশা নিৰ্ধাৰণ কৰি, এখন চনদে অস্পষ্টতা (ambiguity) হ্ৰাস কৰাত সহায় কৰে আৰু নাগৰিকক এক মাপকাঠী প্ৰদান কৰে যাৰ ভিত্তিত তেওঁলোকে কোনো ৰাজহুৱা সংস্থাৰ কাৰ্যক্ষমতা বিচাৰ কৰিব পাৰে। এই ব্যৱস্থাৰ উদ্দেশ্য হ'ল সেৱাৰ মান উন্নত কৰা (ameliorate) আৰু ৰাজহুৱা প্ৰতিষ্ঠানসমূহৰ ভিতৰত পেছাদাৰিত্বৰ এক সংস্কৃতি গঢ়ি তোলা।

ইয়াৰ প্ৰশংসনীয় উদ্দেশ্য থকা সত্ত্বেও, ভাৰতত নাগৰিক চনদৰ ৰূপায়ণত বহুতো প্ৰতিবন্ধকতা (impediments)-ৰ সন্মুখীন হৈছে। এক প্ৰাথমিক প্ৰত্যাহ্বান হ'ল ইয়াৰ ন্যায়সংগত নোহোৱা প্ৰকৃতি; ইয়াক প্ৰায়ে আইনগতভাৱে বলবৎযোগ্য অধিকাৰৰ পৰিৱৰ্তে কেৱল নিৰ্দেশনা (guidelines) হিচাপে গণ্য কৰা হয়। গঠন (formulation) প্ৰক্ৰিয়াত প্ৰায়ে প্ৰকৃত ৰাজহুৱা পৰামৰ্শ (consultation)-ৰ অভাৱ দেখা যায়, যাৰ ফলত এনেকুৱা চনদ সৃষ্টি হয় যিবোৰ ভূমিগত বাস্তৱতাৰ পৰা বিচ্ছিন্ন আৰু কাৰিকৰী শব্দাৱলী (jargon)-ৰে ভৰা। তদুপৰি, আমোলাতান্ত্ৰিক উদাসীনতা (apathy) আৰু নিৰীক্ষণ তথা মূল্যায়নৰ ব্যৱস্থাৰ অভাৱে বহুতো চনদক অকাৰ্যকৰী কৰি তুলিছে, যাৰ ফলত ইয়াৰ সামগ্ৰিক কাৰ্যকাৰিতা (efficacy) হ্ৰাস পাইছে।

নাগৰিক চনদক অধিক কাৰ্যকৰী কৰিবলৈ, এক শক্তিশালী (robust) সংস্কাৰ কৌশল অপৰিহাৰ্য। ইয়াক কোনো ধৰণৰ বৈধানিক (statutory) ভিত্তি প্ৰদান কৰিলে ইয়াৰ আইনী গুৰুত্ব বৃদ্ধি পাব। এক অধিক অংশগ্ৰহণমূলক গঠন প্ৰক্ৰিয়া আৰু নিয়মীয়া কাৰ্যক্ষমতাৰ হিচাপ-নিকাচও অপৰিহাৰ্য। অৱশেষত, এখন নাগৰিক চনদৰ সফলতা কেৱল ইয়াৰ খচৰাতে নহয়, বৰঞ্চ ইয়াৰ নীতিসমূহৰ প্ৰতি সংস্থাটোৰ প্ৰতিশ্ৰুতিত নিহিত থাকে, যিটো শাসনত ৰাজহুৱা বিশ্বাসযোগ্যতা (credibility) পুনৰুদ্ধাৰৰ বাবে গুৰুত্বপূৰ্ণ।

QUINTESSENTIAL

Meaning in English — Representing the most perfect or typical example of a quality or class.

Meaning in Hindi — सर्वोत्कृष्ट; आदर्श

Meaning in Assamese — উৎকৃষ্ট; আদৰ্শ

This Word is an English grammar: Adjective

Forms — Quintessence (Noun)

Synonyms — Typical, Archetypal, Classic, Ideal, Exemplary.

Antonyms — Atypical, Unusual, Abnormal, Unrepresentative, Deviant.

Usage in a sentence — This policy is the quintessential example of citizen-centric governance.

PARADIGM

Meaning in English — A typical example or pattern of something; a model or framework.

Meaning in Hindi — प्रतिमान; आदर्श

Meaning in Assamese — আদৰ্শ; নমুনা

This Word is an English grammar: Noun

Forms — Paradigmatic (Adjective)

Synonyms — Model, Pattern, Example, Standard, Prototype.

Antonyms — Anomaly, Exception, Deviation, Aberration, Irregularity.

Usage in a sentence — The Citizen's Charter represents a new paradigm in public service.

COMMITMENT

Meaning in English — The state or quality of being dedicated to a cause, activity, etc.

Meaning in Hindi — प्रतिबद्धता; वचन

Meaning in Assamese — প্ৰতিশ্ৰুতি; অঙ্গীকাৰ

This Word is an English grammar: Noun

Forms — Commit (Verb), Committed (Adjective)

Synonyms — Dedication, Devotion, Allegiance, Loyalty, Pledge.

Antonyms — Indifference, Apathy, Disloyalty, Inconstancy, Irresponsibility.

Usage in a sentence — The success of the project requires a strong commitment from the entire team.

VOLUNTARY

Meaning in English — Done, given, or acting of one's own free will.

Meaning in Hindi — स्वैच्छिक; अपनी इच्छा से

Meaning in Assamese — স্বেচ্ছামূলক; ইচ্ছাকৃত

This Word is an English grammar: Adjective

Forms — Voluntarily (Adverb)

Synonyms — Optional, Discretionary, Willing, Unforced, Uncompelled.

Antonyms — Compulsory, Mandatory, Obligatory, Forced, Involuntary.

Usage in a sentence — Participation in the survey is completely voluntary.

EMPOWERING

Meaning in English — Giving someone the authority or power to do something.

Meaning in Hindi — सशक्त बनाना; अधिकार देना

Meaning in Assamese — সশক্ত কৰা; ক্ষমতা প্ৰদান

This Word is an English grammar: Verb (Present Participle) / Adjective

Forms — Empower (Verb), Empowerment (Noun)

Synonyms — Authorizing, Enabling, Entitling, Sanctioning, Permitting.

Antonyms — Disempowering, Disenfranchising, Suppressing, Subjugating, Oppressing.

Usage in a sentence — The program is focused on empowering women in rural areas.

REDRESSAL

Meaning in English — Remedy or compensation for a wrong or grievance.

Meaning in Hindi — निवारण; প্রতিকার

Meaning in Assamese — প্ৰতিকাৰ; নিৰাময়

This Word is an English grammar: Noun

Forms — Redress (Verb)

Synonyms — Remedy, Compensation, Rectification, Amends, Restitution.

Antonyms — Wrong, Injury, Grievance, Injustice, Harm.

Usage in a sentence — The company has a grievance redressal mechanism for its customers.

AMBIGUITY

Meaning in English — The quality of being open to more than one interpretation; inexactness.

Meaning in Hindi — अस्पष्टता; अनेकार्थता

Meaning in Assamese — অস্পষ্টতা; দ্ব্যৰ্থকতা

This Word is an English grammar: Noun

Forms — Ambiguous (Adjective)

Synonyms — Vagueness, Obscurity, Uncertainty, Equivocation, Indefiniteness.

Antonyms — Clarity, Certainty, Precision, Explicitness, Lucidity.

Usage in a sentence — There was some ambiguity in the wording of the contract.

AMELIORATE

Meaning in English — To make something bad or unsatisfactory better.

Meaning in Hindi — सुधारना; बेहतर बनाना

Meaning in Assamese — উন্নত কৰা; ভাল কৰা

This Word is an English grammar: Verb

Forms — Amelioration (Noun)

Synonyms — Improve, Enhance, Better, Upgrade, Alleviate.

Antonyms — Worsen, Exacerbate, Aggravate, Impair, Harm.

Usage in a sentence — The new law is intended to ameliorate the conditions of workers.

IMPEDIMENTS

Meaning in English — Obstructions or hindrances that delay or prevent progress.

Meaning in Hindi — बाधाएँ; अवरोध

Meaning in Assamese — বাধা; প্ৰতিবন্ধকতা

This Word is an English grammar: Noun

Forms — Impede (Verb), Impediment (Singular)

Synonyms — Obstacles, Barriers, Hurdles, Obstructions, Hindrances.

Antonyms — Aids, Advantages, Catalysts, Benefits, Assistance.

Usage in a sentence — Bureaucratic delays are major impediments to business growth.

GUIDELINES

Meaning in English — A general rule, principle, or piece of advice.

Meaning in Hindi — दिशानिर्देश; मार्गदर्शिका

Meaning in Assamese — নিৰ্দেশনা; মাৰ্গদৰ্শিকা

This Word is an English grammar: Noun

Forms — Guideline (Singular)

Synonyms — Recommendations, Instructions, Directions, Principles, Standards.

Antonyms — Mandates, Laws, Rules, Orders, Commands.

Usage in a sentence — The government issued new guidelines for public safety.

FORMULATION

Meaning in English — The action of creating or preparing something methodically.

Meaning in Hindi — निर्माण; सूत्रीकरण

Meaning in Assamese — গঠন; প্ৰস্তুতি

This Word is an English grammar: Noun

Forms — Formulate (Verb)

Synonyms — Creation, Development, Devising, Preparation, Establishment.

Antonyms — Destruction, Demolition, Disorganization, Annihilation, Ruin.

Usage in a sentence — The formulation of the new policy involved extensive research.

CONSULTATION

Meaning in English — The process of formally consulting or discussing.

Meaning in Hindi — परामर्श; विचार-विमर्श

Meaning in Assamese — পৰামৰ্শ; আলোচনা

This Word is an English grammar: Noun

Forms — Consult (Verb)

Synonyms — Discussion, Deliberation, Dialogue, Conference, Meeting.

Antonyms — Unilateralism, Dictate, Command, Order, Solitude.

Usage in a sentence — The decision was made after extensive consultation with all stakeholders.

JARGON

Meaning in English — Special words or expressions that are used by a particular profession or group and are difficult for others to understand.

Meaning in Hindi — शब्दावली; पारिभाषिक शब्दावली

Meaning in Assamese — বিশেষ শব্দাৱলী; পৰিভাষা

This Word is an English grammar: Noun

Forms — N/A

Synonyms — Terminology, Lingo, Slang, Cant, Argot.

Antonyms — Standard language, Plain English, Common parlance, Layman's terms.

Usage in a sentence — The document was full of legal jargon that was hard to understand.

APATHY

Meaning in English — Lack of interest, enthusiasm, or concern.

Meaning in Hindi — उदासीनता; भावहीनता

Meaning in Assamese — উদাসীনতা; আগ্ৰহহীনতা

This Word is an English grammar: Noun

Forms — Apathetic (Adjective)

Synonyms — Indifference, Unconcern, Lethargy, Passivity, Listlessness.

Antonyms — Enthusiasm, Interest, Passion, Eagerness, Concern.

Usage in a sentence — There is widespread public apathy about the upcoming election.

EFFICACY

Meaning in English — The ability to produce a desired or intended result.

Meaning in Hindi — प्रभावकारिता; क्षमता

Meaning in Assamese — কাৰ্যকাৰিতা; ফলপ্ৰসূতা

This Word is an English grammar: Noun

Forms — Efficacious (Adjective)

Synonyms — Effectiveness, Success, Potency, Power, Virtue.

Antonyms — Inefficacy, Ineffectiveness, Uselessness, Inefficiency, Futility.

Usage in a sentence — The efficacy of the new treatment is still under investigation.

ROBUST

Meaning in English — Strong and healthy; vigorous; sturdy in construction.

Meaning in Hindi — मजबूत; शक्तिशाली

Meaning in Assamese — শক্তিশালী; মজবুত

This Word is an English grammar: Adjective

Forms — Robustly (Adverb), Robustness (Noun)

Synonyms — Strong, Sturdy, Tough, Powerful, Resilient.

Antonyms — Weak, Fragile, Feeble, Delicate, Flimsy.

Usage in a sentence — A robust monitoring mechanism is needed to ensure compliance.

STATUTORY

Meaning in English — Required, permitted, or enacted by statute (a written law).

Meaning in Hindi — वैधानिक; कानूनी

Meaning in Assamese — বৈধানিক; আইনগত

This Word is an English grammar: Adjective

Forms — Statute (Noun)

Synonyms — Legal, Lawful, Official, Enacted, Mandated.

Antonyms — Unofficial, Non-legal, Unlawful, Voluntary, Discretionary.

Usage in a sentence — The company has a statutory obligation to report its financial performance.

CREDIBILITY

Meaning in English — The quality of being trusted and believed in.

Meaning in Hindi — विश्वसनीयता; साख

Meaning in Assamese — বিশ্বাসযোগ্যতা; আস্থা

This Word is an English grammar: Noun

Forms — Credible (Adjective)

Synonyms — Trustworthiness, Reliability, Believability, Dependability, Integrity.

Antonyms — Unreliability, Untrustworthiness, Implausibility, Discredit, Doubtfulness.

Usage in a sentence — The scandal has damaged the government's credibility.

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