The Service Delivery Lens: A Study of Citizen’s Charter Implementation from Service Provider's Perspective
Citizen Charter is a crucial framework in public organisations, highlighting the importance of transparency, accountability, and responsiveness in providing citizens with high-quality services. This qualitative research study investigates the implementation of the Citizen's Charter in public or...
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| Формат: | Online |
| Язык: | английский |
| Опубликовано: |
Jahangirnagar University
2024
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| Online-ссылка: | http://journals.juniv.edu/index.php/tjr/article/view/302 |
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| _version_ | 1873958302639980544 |
|---|---|
| author | Asad, Md. Asaduzzaman Mondol |
| author_facet | Asad, Md. Asaduzzaman Mondol |
| author_sort | Asad, Md. Asaduzzaman Mondol |
| collection | OJS |
| description | Citizen Charter is a crucial framework in public organisations, highlighting the importance of transparency, accountability, and responsiveness in providing citizens with high-quality services. This qualitative research study investigates the implementation of the Citizen's Charter in public organizations within Chandpur and Rangpur District of Bangladesh, from service provider's perspective. Using structured questionnaires for in-depth interviews, data were collected from 40 key stakeholders, including Chairman/Mayors, members, and service providers, selected through purposive sampling techniques. The findings reveal a notable improvement in the quality of services provided by both municipalities and union parishads following the Citizen's Charter's implementation. However, the study also uncovers several challenges in the implementation process, such as a lack of expertise, limited awareness, resource constraints, budget limitations, inadequate monitoring, and issues related to politicization. The research concludes with recommendations to address these challenges and enhance the Citizen's Charter's effectiveness, ultimately aiming to encourage more participatory, equitable, and accountable practices among stakeholders and prompt authorities to take necessary steps for improvement. |
| format | Online |
| id | ojs-302 |
| institution | My University |
| language | eng |
| publishDate | 2024 |
| publisher | Jahangirnagar University |
| record_format | ojs |
| spelling | ojs-3022025-11-25T06:02:57Z The Service Delivery Lens: A Study of Citizen’s Charter Implementation from Service Provider's Perspective Asad, Md. Asaduzzaman Mondol Citizen Charter Local government Public service delivery Service Providers Challenges Citizen Charter is a crucial framework in public organisations, highlighting the importance of transparency, accountability, and responsiveness in providing citizens with high-quality services. This qualitative research study investigates the implementation of the Citizen's Charter in public organizations within Chandpur and Rangpur District of Bangladesh, from service provider's perspective. Using structured questionnaires for in-depth interviews, data were collected from 40 key stakeholders, including Chairman/Mayors, members, and service providers, selected through purposive sampling techniques. The findings reveal a notable improvement in the quality of services provided by both municipalities and union parishads following the Citizen's Charter's implementation. However, the study also uncovers several challenges in the implementation process, such as a lack of expertise, limited awareness, resource constraints, budget limitations, inadequate monitoring, and issues related to politicization. The research concludes with recommendations to address these challenges and enhance the Citizen's Charter's effectiveness, ultimately aiming to encourage more participatory, equitable, and accountable practices among stakeholders and prompt authorities to take necessary steps for improvement. Jahangirnagar University 2024-06-30 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Peer-reviewed Conference Proceedings Submission application/pdf http://journals.juniv.edu/index.php/tjr/article/view/302 10.59185/tjr.v48i2.302 The Jahangirnagar Review; Vol. 48 No. 2 (2024); 115-128 1682-7422 10.59185/tjr.v48i2 eng http://journals.juniv.edu/index.php/tjr/article/view/302/259 Copyright (c) 2025 The Jahangirnagar Review |
| spellingShingle | Citizen Charter Local government Public service delivery Service Providers Challenges Asad, Md. Asaduzzaman Mondol The Service Delivery Lens: A Study of Citizen’s Charter Implementation from Service Provider's Perspective |
| title | The Service Delivery Lens: A Study of Citizen’s Charter Implementation from Service Provider's Perspective |
| title_full | The Service Delivery Lens: A Study of Citizen’s Charter Implementation from Service Provider's Perspective |
| title_fullStr | The Service Delivery Lens: A Study of Citizen’s Charter Implementation from Service Provider's Perspective |
| title_full_unstemmed | The Service Delivery Lens: A Study of Citizen’s Charter Implementation from Service Provider's Perspective |
| title_short | The Service Delivery Lens: A Study of Citizen’s Charter Implementation from Service Provider's Perspective |
| title_sort | service delivery lens a study of citizen s charter implementation from service provider s perspective |
| topic | Citizen Charter Local government Public service delivery Service Providers Challenges |
| topic_facet | Citizen Charter Local government Public service delivery Service Providers Challenges |
| url | http://journals.juniv.edu/index.php/tjr/article/view/302 |
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