3.6. Recommendations of 2nd ARC report

To address the above issues and to make these Charters effective tools of accountability in public service, the 2nd ARC has given following recommendations:

♤ One size does not fit all

♤ Citizen’s Charter should be prepared for each independent unit under the overall umbrella

of the organization’s charter

♤ Wider consultation which should include civil society in the process

♤ Firm commitments to be made

♤ Internal process and structure should be reformed to meet the commitments given in the Charter

♤ Redress mechanism in case of default

♤ Periodic evaluation of Citizen’s Charters

♤ Benchmark using end-user feedback

♤ Hold officers accountable for the results