The Citizen’s Charter and Public Service Delivery in Bangladesh

At present, approximately 80 per cent of public offices display their CCs as a condition set by the government. The main objective underlying the introduction of the CC is to make public servants more accountable, transparent, responsive and people-friendly. The main objective of this chapter is to evaluate the effectiveness of the CC program in terms of delivering public services in Bangladesh and to assess the challenges of making it a success. It explores and analyzes the factors and actors that affect the effectiveness of the CC program in public organizations in Bangladesh. The chapter provides a case study of the Department of Immigration and Passports (DIP), examining different dimensions of the CC introduced in it. Data for the study were collected in 2010. A mixed approach was adopted to conduct this research. Both open-and close-ended questionnaires were used to collect information. Three categories of respondents—customers of the DIP, service providers and experts in the relevant fields—were interviewed to gain a first-hand impression of their views of the way the system of the CC worked in the DIP. The total number of respondents was 52. Both qualitative and quantitative approaches were used to analyze and interpret the data. The chapter provides a general introduction to the CC, exploring its different dimensions including a review of relevant literature, and describes the CC in the context of Bangladesh along with examples from the DIP.

Author: Razzaque, Farhana
Type: Book Chapter
Year: 2016