Training Module on

Customer Relationship management in Citizen Charter

May, 2015

Supported under

Comprehensive Capacity Building

Programme (CCBP)

Ministry of Urban Development

Government of India

Prepared by: Comprehensive Capacity Building Programme Team

Module Preparation Team:

1. Team Leader

Kota Savitrusree

Capacity Building Specialist, RPMC, Adoni

2. Editorial Advise, Guidance and Review

T.Panduranga Rao

Social Development Specialist, State RPMC

R.Srinivasa Rao

Social Development Specialist, Ongole RPMC

3. Content Contributions:

Venkateswar Reddy

Social Development Specialist, RPMC, Adoni

VSN Murthy

Social Development Specialist,

RPMC, Mahabub Nagar

Outline of the Module

O

COMPONENT DESCRIPTION

BACKGROUND

Capacity Building (CB) is widely recognized as one of the key ingredients of

sustaining reform and development. Capacity building of Urban Local Bodies

(ULB) to take up the challenging task of implementing projects and reforms

under JNNURM Phase –II of Comprehensive Capacity Building Programme.

INTENDED

AUDENCE(S)

ULB Elected Representatives/ULB Officials/ULB staff/TLF & SLF Leaders

LEARNING

OBJECIVES

At the end of the Session, participants will be able to:

1. Explain about the concept Citizen Charter in ULBs elaborate indicators.

2. Highlight and need of Citizen Charter in ULBS at different levels.

3. Explain about use of Citizen Charter and Services.

4. Integrate Citizen Charter reform, streamlining and online services.

MODULE

OVERVIEW

This module covers the Citizen Charter Concept, indicators, types, services and

Importance of Citizen Charter.

Strategies and implementation of Citizen Charter.

Features of Citizen Charter

Process of reform Service chart of citizen charter

MODULE

DEIVERY

OUTLINE

Awareness:

Importance of Citizen Charter.

Knowledge: Strategies and implementation of Citizen Charter.

Skills: Process of reform Service in chart of citizen charter

MODULE

ACTIVITIES

METHODS OF TEACHING: PPT, Lecture, Group Discussion and Interaction.

Media: LCD, White Board , Flip Charts

SUPPORTING

MATERIALS

Soft Copy of the Module in PDF Format

Reading Material in the form of hand outs

Training toolkit Power point presentation.

MODULE

FEEDBACK

Oral Question and Answers

Written Pre and Post Tests

MODULE

DEVELOPER

National Institute of Urban Management (NIUM)

Table of Contents

Customer Relationship management in Citizen Charter .................................................................... 1

1 What is Citizens' Charter? ........................................................................................................... 6

1.1 Citizens Charter in ULB’s ..................................................................................................... 6

1.2 Components of a Citizens' Charter ..................................................................................... 7

1.3 Citizen’s Charter implementation in ULBs .......................................................................... 8

1.3.1 Expectations from Mayors and Chairpersons: ............................................................ 8

1.3.2 Features of the Citizen’s Charter: ............................................................................... 8

1.4 Grievance/Complaint Redressal Mechanism .................................................................... 17

1.5 Expectations from Citizens ................................................................................................ 17

Summary of the Module: .................................................................................................................. 19

1 What is Citizens' Charter?

It is a set of commitments made by a department/agency/local body regarding the standards of service

which it delivers.

Purpose of Citizen’s Charter

It is intended to empower citizens and clients so that they can demand committed standards of service

and avail remedies in case of non-compliance by the service provider.

Citizen’s charter in India

Central and state governments have taken a decision to formulate Citizens’ Charters in 1997 in a

meeting at Delhi. Later, Department of Administrative Reforms and Public Grievances, Government

of India (GoI) has initiated the task of coordinating, formulating and operationalizing Citizens’

Charters.

The guidelines for formulating the Charters were communicated to various government

departments/organisations. They were also advised to constitute a task force with representation from

users, senior management and the cutting edge staff.

Citizen’s charter in United Andhra Pradesh

It was in 2002 that many departments and agencies in United Andhra Pradesh (AP), including

Municipalities and Municipal Corporations have prepared their citizens charter in 2002.

The Charter initiative has received renewed attention with the draft legislation on Right to Public

Services, 2011 modeled on the lines of GoI Bill. Government of AP has also prepared the draft AP

Citizens’ Right to Services Bill, 2013, which envisages a primary role for Citizens’ Charters.

1.1 Citizens Charter in ULB’s

The 74th Amendment to the Indian Constitution delineates the powers, authority and responsibilities

of municipalities, while identifying in Schedule 12 of the Constitution, eighteen functions to be

delivered by them:

1. Urban planning including town planning.

2. Regulation of land-use and construction of buildings.

3. Planning for economic and social development.

4. Roads and bridges.

5. Water supply for domestic, industrial and commercial purposes.

6. Public health, sanitation conservancy and solid waste management.

7. Fire services.

8. Urban forestry, protection of the environment and promotion of ecological aspects.

9. Safeguarding the interests of weaker sections of society, including the handicapped and

mentally retarded.

10. Slum improvement and up gradation.

11. Urban poverty alleviation.

12. Provision of urban amenities and facilities such as parks, gardens, playgrounds.

13. Promotion of cultural, educational and aesthetic aspects.

14. Burials and burial grounds; cremations, cremation grounds and electric crematoriums.

15. Cattle pounds; prevention of cruelty to animals.

16. Vital statistics including registration of births and deaths.

17. Public amenities including street lighting, parking lots, bus stops and public conveniences.

18. Regulation of slaughter houses and tanneries

Given the role of municipalities in a wide range of areas concerning public services, the key

considerations that ought to govern civic service delivery in the above areas include:

i. Reliability – consistency in service performance - quantity and quality,

ii. Responsiveness – timely service,

iii. Credibility – having customer interest and confidence at the centre,

iv. Empathy – attention to customer’s needs and

v. Courtesy and care – physical evidence of willingness to serve.

1.2 Components of a Citizens' Charter

Component Description

1) Cover Page To ensure instant recognition and user - friendliness, it is

important that all Citizens’ Charters have a uniform cover page

2) Vision Vision of the Municipality is mentioned here

3) Mission Mission of the Municipality is mentioned here

4) Objectives Objectives of the Municipality are mentioned here

5) Services & Standards List of services provided by the municipality are mentioned here

6) Grievance Redress

Mechanism

Information about grievance handling redressal is mentioned

here

7) Stakeholders/clients The list of stake holders who have been consulted for setting

service standards is mentioned.

8) Responsibility Centres

This section should indicate who are in charge of services, who

are to be contacted when service is not delivered, to who to

make a grievance and who are the chief officers at the

headquarters level to who to contact as the last resort.

9) Indicative Expectations from

Service Recipients

This section should contain responsibilities of the citizens/clients

if they are to avail efficient service delivery at the standards

stated in the Charter

10) Month and Year for next

review of the Charter.

This section should indicate the month and year for the next

review of the Charter

1.3 Citizen’s Charter implementation in ULBs

In the GOMS No. 325, dated 30-4-2013 of GA (GMP&AR), Government has instructed eleven

departments to prepare and implement citizen’s charter. Accordingly a model citizen’s charter has

been prepared for adoption by ULBs. As part of this charter a total of 23 services have been

identified. The model charter has been approved by the government and a GO has been issued on

15.5.2013.

Few of the important instructions in the GO are:

a. Efforts to notify and give publicity about citizen’s charter thru website, media and other

prominent displays

b. Review of the charter every week

c. Payment of compensation to citizen’s, in the event of failure to deliver the service within the

stipulated time frame.

As on date, Citizen’s Charter is being implemented in seventy municipalities and fourteen municipal

corporations in AP. Model Citizen’s Charter is given in Annexure 1.

1.3.1 Expectations from Mayors and Chairpersons:

Political and Administrative will and commitments: This is arguably the most important

ingredient for the successful implementation of the Charter. Leadership and teamwork are

also critical.

Imposing of stern penalties in case of defaults in service delivery

Discussions in ward committees to elicit the views of citizens about grievances, if any

Grievance handling: Ensure proper grievance redressal system is in place

Periodical updation: Review the charter and make necessary changes as per the felt needs of

citizens

Monitoring delivery of services in accordance with the procedure laid in citizen’s charter

1.3.2 Features of the Citizen’s Charter:

• The united Government of Andhra Pradesh in Municipal Administration & Urban

Development (R) Department, vide G.O.Ms No. 198 dated 15/05/2013 issued the revised

Municipal services to be provided to the community by Urban Local Bodies .

• The services are to be provided to Citizens within a time frame

• The citizen has to pay user charges as fixed by the Municipality to get the service

• The services are provided by Mee- Seva centres and Municipal Service Centres in

Municipality

• If the time frame is not adhered to , compensation would be paid to the applicants.

• Application Forms and leaflets are available at MeeSeva and Municipal Service Center and

also in the website of CDMA (www.cdma.gov.in)

S.No. Service

Documents

Required

(Copies)

Fee Time

Frame

Officer

Responsible

to render

services

Officer to

whom a

grievance/

complaint be

made in case of

delay or

default of

service

1 2 3 4 5 6 7

I. Revenue Section

1

Assessment of

property tax and

allocation of

Door Number

Registered

sale deed

15

days

Revenue

Officer /

Valuation

Officer

Commissioner

/Deputy

Commissioner

Building

permission

2

Transfer of

ownership of

property in

assessment

register

Registered

sale deed/

Revenue

Officer /

Valuation

Officer/

Commissioner

/Deputy

Commissioner

a) Where both

the parties –

seller and buyer

make an

application

Gift deed/

Partition

b) Where either

seller or buyer

makes an

application

deed/

Court Decree /

Succession

certificate

Property

tax receipt

a)15

days

showing upto

date payment

b)45

days

3

Certified copy of

assessment

register

Property tax

receipt duly

7 days

Revenue

Officer /

Valuation

Officer

Commissioner

/Deputy

Commissioner

showing upto

date payment

4

Disposal of

revision petition

on property tax

Submission of

Petition

30

days

Commissioner/

Deputy

Commissioner

Regional Director

cum Appellate

Commissioner of

Municipal

Administration

within 30 days

from the

service of

Special Notice.

5

Disposal of

appeal petition on

property tax

(Municipalities)

Submission

of Appeal

30

days

Regional

Director-cum-

Appellate

Commissioner

of Municipal

Administration

within 15 days

from

the date of

receipt

of orders on

revision

petition

Payment of

existing

tax

II. Engineering Section

6

Sanction/Disposal

of Water Supply

Connection

Property

tax receipt

15

days

Assistant

Engineer (where

distribution lines

are available)

showing upto

date

payment

7

Water supply

pipe lines

leakages

Application is

sufficient 1 day Asst. Engineer

III. Health Section

8

Issuance of Birth

Certificate

Application is

sufficient

a) in case of

digitization of

records

b) in case of other

than (a)

a)

across

the

counter

a) Meeseva

b) 5

days

b)Sanitary

Inspector/

Sanitary

Supervisor

9

Child name

inclusion in Birth

Certificate

Application is

sufficient 7 days

Sanitary

Inspector/

Municipal Health

Officer/ Asst.

Medical Officer of

Health

Sanitary

Supervisor

10

Name correction

in Birth

Certificate

Application is

sufficient 7 days

Sanitary

Inspector/

Sanitary

Supervisor

Municipal Health

Officer/ Asst.

Medical & Health

Officer

11

Non-availability

certificate for

Birth Entry

Application is

sufficient 7 days

Sanitary

Inspector/

Sanitary

Supervisor

Municipal Health

Officer/ Asst.

Medical Officer of

Health

12

Issuance of death

Certificate

Application is

sufficient

a)Meeseva

Municipal Health

Officer/ Asst.

Medical Officer of

Health

a) in case of

digitization of

records

b) in case of other

than (a)

a)

across

the

counter

b)Sanitary

Inspector/

Sanitary

Supervisor/

b) 5

days

13

Name correction

in Death

Certificate

Application is

sufficient 7 days

Sanitary

Inspector/

Sanitary

Supervisor/

Municipal Health

Officer/ Asst.

Medical Officer of

Health

14

Non-availability

certificate for

death entry

Application is

sufficient 7 days

Sanitary

Inspector/

Sanitary

Supervisor/

Municipal Health

Officer/ Asst.

Medical Officer of

Health

15

Sanction/Disposal

of application for

Trade License

Rental

agreement

15

days

Sanitary

Inspector/

Sanitary

Supervisor /

Municipal Health

Officer / Licensing

Officer/ Asst.

Medical & Health

Officer

( if applicable)

Property

tax receipt

showing upto

date

payment

16 Renewal of Trade

License

Existing

Trade License

7 days

Sanitary

Inspector/

Sanitary

Supervisor

Municipal Health

Officer / Licensing

Officer/ Asst.

Medical & Health

Officer

Rental

agreement

( if applicable)

Property

tax receipt

showing upto

date

payment

17

Sanitary

Certificate for

Educational

Institutions

Registration

/

15

days

Sanitary

Inspector/

Sanitary

Supervisor

Municipal Health

Officer / Licensing

Officer/ Asst.

Medical & Health

Officer

Recognition

certificate

from School

Education

Department.

Property

tax receipt

showing upto

date

payment

18 Garbage

clearance 2 days

Public Health

Maistry

Sanitary Inspector /

Sanitary

Supervisor

19 Drain cleaning 3 days Public Health

Maistry

Sanitary Inspector /

Sanitary

Supervisor

IV. TOWN PLANNING SECTION

20

Sanction/Disposal

of application for

Building

Permission

1. Govt. Orders,

if any.

30

days

Town

Planning and

Building

Overseer

/Town

Planning

Supervisor

Town Planning

Officer / Asst. City

Planner

2. NOC from

Collector / JC /

Tahsildar /

Revenue Dept.

(Wherever

required).

3. Previous

sanction Plan, if

approved

previously

4. NOC from

AAI,

(wherever

required

5. NOC from

Andhra Pradesh

State Disasters

Response &

Fire Services

Department,,

(wherever

required)

6. Structural

stability

certificate

issued by the

Competent

Authority

7. NOC from

Police

Department

(Traffic)

(wherever

required)

8. Traffic

Impact Study

by Qualified

Consultant

(wherever

required)

9. NOC from

Heritage

Conservation

Committee

(wherever

required)

10. NOC from

Irrigation

Department in

case of lands

abut water

bodies, Water

courses & nalas

(wherever

required)

11. NOC from

Revenue

Department in

case of lands

abut water

bodies, Water

courses & nalas

(wherever

required)

12. NOC from

Railways

(wherever

required)

13. NOC from

State

Environmental

impact

Assessment

Authority

(wherever

required)

14. NOC from

Defense

Authority

(wherever

required)

15. NOC from

State Naval

Science and

Technology

Laboratory,

Visakhapatnam

(NSTL)

(wherever

required)

16. NOC from

Oil / Gas

Authority

(wherever

required)

17. TDR

Certificate

(wherever

required)

21

Building

Occupancy

Certificate

Sanctioned copy

of Building Plan

15

days

Town

Planning and

Building

Overseer

/Town

Planning

Supervisor

Town Planning

Officer / Asst. City

Planner

22

Certified copy of

building

permission

Application is

sufficient

15

days

Town

Planning and

Building

Overseer

/Town

Planning

Supervisor

Town Planning

Officer / Asst. City

Planner

23

Land use

certificate as per

master plan

Application is

sufficient

15

days

Town

Planning and

Building

Overseer

/Town

Planning

Supervisor

Town Planning

Officer / Asst. City

Planner

Note:

1. These services are available in the MeeSeva and Municipal Service Centers in ULB.

2. Application Forms and leaflets showing the procedure to be followed to obtain these services

are available at MeeSeva and Municipal Service Center and also in the website of CDMA

(www.cdma.gov.in)

3. Cost of Application form and Fees/User Charges for obtaining the above services would be

fixed by the ULB concerned**.

4. The ‘days’ in timeframe referred above mean ‘working days’

5. If the above timeframe is not adhered to, compensation would be paid to the applicant at

Rs.50/- per day in case of services of revenue, engineering and health sections; and Rs.100/-

per day in case of services of town planning section by the ULB towards loss of valuable time

of the applicant. This compensation will be recovered from the person who delayed the

service delivery.

** Since the citizen charter is issued by the concerned ULB, the cost of application form and the fee

for the service may be indicated in table itself.

1.4 Grievance/Complaint Redressal Mechanism

The ULB has a well laid down mechanism for efficient and effective resolutions of grievances of

citizens.

The grievances/complaints can be filed in the following channels.

SL.No Channel of

filling

Whom to contact Mode of Contact

1 Manual Commissioner/Manager

Deputy Commissioner /

Asst. Commissioner

Personal visit

2 Post Commissioner Through letter

3 Phone Call center Through Phone

4 Email Website Through internet

5 Internet Website

On receiving a grievance/complaint through any of the channels referred above an

acknowledgement with complaint number will be given to the complainant. It would be

intimated to the complainant by adopting the cheapest mode of communication.

1.5 Expectations from Citizens

Citizens are expected to:

Submit the application in the prescribed form, and obtain the receipt.

In case the application is not prescribed, it may be made on a white paper.

Attach the document required for the service

Pay the prescribed fee and obtain receipt

Be prompt in payment of property tax, user charges and license fees etc.,

Construct buildings in approved layouts and as per approved plan

Avoid unauthorized constructions and deviation from the approved plan

Avoid throwing garbage on roads/drains/open places

Avoid wasting drinking water

Avoid open defecation Help the administration in rendering the services effectively

Summary of the Module:

Citizen’s Charter is a document which represents a systematic effort to focus on the

commitment of the ULBs towards its Citizens in respect of Standard of Services, Information,

Choice and C o n s u l t a t i o n , Non-discrimination and Accessibility, Grievances

Redress, Courtesy and Value for Money. This also includes expectations of the U L B s

from the Citizen for fulfilling the commitment of the Organization.

Reference Material

1. G.O.Ms No. 198 dated 15/05/2013 of Municipal Administration & Urban Development (R)

Department.

2. Citizen’s Charter Document of MA & UD Department, Government of Andhra Pradesh, May

2013.