Mysuru Declaration on Service Delivery - Daily Current Affair Article

Why in News:

  • Ministry of Panchayat Raj, Government of India in association with National Institute of Rural Development and Panchayat Raj, Hyderabad and Abdul Nazir Sab State Institute organized one-day National Consultative Workshop on Citizen Charter and Delivery of Services.
  • The declaration is aimed at recognizing Citizen Centric Services as the “Heart of Governance”.
  • Steps taken by different states focusing on infrastructure related issues and also e-initiatives to improve service delivery have also been highlighted.

Principles of Citizens’ Charter:

  • Standards: The charter should follow standards by setting, monitoring and publication of explicit standards for the services that individual users can reasonably expect. Besides there should be publication of actual performance against standards defined.
  • Information and openness: The charter should available in full, accurate and plain language. It should detail about performance, responsibilities etc.
  • Choice and consultation: The public sector should provide choices wherever practical. There should be regular and systematic consultation with those who use the services. Users’ view about the services and their priorities are to be taken into account for the final decision on standards.
  • Courtesy and helpfulness: The services should be available equally to all who are entitled. Public servants should be courteous, helpful, cordial, cooperative, polite and well-mannered instead of callous, harsh, indifferent, rude and hostile.
  • Putting thing right: The government should accept the mistakes and failures and work better for the future. There should be sincere efforts to make things work effectively.
  • Value for money: The charter should promote for efficient and economic delivery of public services within the limits of what nation can afford. There should be independent validation of performance against standard.

Sevottam Model:

  • It is an assessment - improvement model that has been developed with the objective of improving the quality of public service delivery in the country.
  • The model was conceived by the Department of Administrative Reforms & Public Grievances (DARPG), Ministry of Personnel, Public Grievances and Pensions in 2006.

Challenges Pertaining to Public Service Delivery

  • Policy paralysis: Delays, inaction and inability to take policy decisions by the government or its various departments and agencies is one of the main causes of delay in service delivery.
  • Bureaucratic attitude: Sometimes despotic attitude and obstructionist attitude of officials especially in higher echelons of bureaucracy acts as hindrance in carrying out public service effectively.
  • Inadequate political will: Like recently due to inefficiency and underutilization of funds, the Members of Parliament Local Area Development Scheme (MPLADS) has been suspended for two financial years.
  • Red tapism : Due to over regulation and practice of requiring excessive paperwork and tedious procedures before official action hinders implementation of schemes and projects, thereby it affects process of effective public fund utilization
  • Lack of public participation: With a high level of illiteracy and ignorance about government policies and schemes, many citizens (especially poor) could not demand their rightful services from the Government.


  • Every service delivery model has been set up for providing the quality service by Public Service Organizations in India but its outcomes will completely depend upon the commitment from the highest administrative levels to drive this exercise.
  • Hence it requires a number of reforms such as efficient utilization of public funds, decentralization of power, plugging legislative loopholes, strengthening the public Institutions like CVC and RTI, enhancing administrative accountability and making society more democratic. These reforms could improve public service delivery more efficiently in the long run.


General Studies Paper 4
  • Citizen charter, Quality of Service Delivery

Key phrases: Citizen Centric Services, service entitlements, standards of performance , citizen empowerment ,capacity enhancement ,efficient utilization of funds ,legislative loopholes , red tapism

Mains Question:

  • Present government is emphasizing on public service delivery, with reference to this discuss various models and current developments in Public Service Delivery?