Citizen Charter Program

In order to make administrative mechanism more effective and responsible and to dispose the application of complains/problems within certain time limit along with making people aware about their rights, it was declared to introduce the scheme of the citizen charter by the Hon. Chief Minister in 1998.


  • To dispose the applications/complains/problems within stipulated time limit.
  • Along with that, to create trust in people about the administrative mechanism.
  • To adopt attitude so as to make administrative mechanism more transparent and result oriented.


The Citizen Charter has been implemented from 08-10-98 in the State of Gujarat.

How to implement?

Under the programme of the citizen charter in the concern offices, citizen facility centers are to be set up. Sitting, writing and drinking facilities are made to be available along with accepting the applications from the applicants and giving them proper guidance regarding proper documents of proof. The acknowledge receipt is given. The proper work of the disposal of the application in the stipulated time limit is assured to be done. It is instructed to set up necessary mechanism for the effective implementation of citizen charter. Among them the services given by the government servants are specially concentrated.

As per the instructions given by the Government of India, for the effective implementation of the citizen charter in all 23 departments, setting up citizen facility centre, popularizing this programme, holding seminars and public meetings and putting details of the programmes on the websites are included in them.

Administrative Features

  • For implementation of the citizen charter, this programme is reviewed by the Hon. Chief Minister and Chief Secretary quarterly.
  • It is reviewed in the Secretaries’ meeting.
  • In the concern department, deputy secretary and under secretary are appointed as nodal officer for the effective implementation of this programme.
  • All the district collectors are assigned the responsibility as a co-coordinator for the easy implementation of this programme.
  • The committee of MLAs regarding administrative reforms also reviews the citizen charter.

Citizen Charter computerization - e-Governance

It is necessary to use the computer and internet broadly in the government offices and for the modernization of the administrative mechanism in the modern age. Along with other developmental work, for more development of the state, giving priority to information technology, it is emphasized by the Hon. Chief Minister to make its effective use. With that, in order to take people’s complains, applications quickly and to take quick actions and to make proper monitoring, to exchange the information at the district and taluka level and reach at the Sachivalay level without delay so that quick decision can be taken at the government level, the state government has started to implement Computerized E-governance.

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