The Status of Citizen Charter in the Rangamati and Naniarchar Upazila in Bangladesh: An Insight from the Service Recipients' Point of View

Abstract

This research explores the citizen charter’s dynamic circumstances from the perspective of the citizen in the Rangamati and Naniarchar Upazilas. Citizen charter, a key element of administrative changes, seeks to improve the delivery of public services and facilitate citizen participation. This study aims to get an in-depth understanding of respondents' awareness levels, satisfaction with the quality of the services they receive, and effects on their well-being. Using a mixed-methods approach, 200 respondents from both Upazilas were questioned using structured questionnaires. The results show various degrees of awareness, satisfaction, and effect. The conclusions reached here contribute to the continuing conversation on citizen-centric government.

References

Adhikary, R. P. (2023). Reform and Change in Early 20th Century Bengali Society: A Study of Chattopadhyay's Novel Nishkriti. Inverge Journal of Social Sciences, 2(1), 51-71.

Bellamy, R., & Greenaway, J. (1995). The New Right Conception of Citizenship and the Citizen’s Charter.    Government and Opposition, 30(4), 469–491. https://doi.org/10.1111/j.1477-7053.1995.tb00139.x

Bhuiyan, D. (2022). CITIZENS’ CHARTER: TOWARDS A TRANSPARENT, ACCOUNTABLE AND CITIZEN FRIENDLY GOVERNANCE. Shodhasamhita : Journal of Fundamental & Comparative Research, VIII(2). http://goicharters.nic.in/ccinitiative.html

Bhuiyan, Md. S. J., Islam, Md. S., Mamun, M., & Hosen, S. (2022). The Role of Citizen Charter in Accelerating Public Service Delivery in Land Management. Bangladesh Journal of Public Administration, 30(3), 25–50. https://doi.org/10.36609/bjpa.v30i3.376

Gupta, A. K., & Laxmi Shrestha, G. (2021). Citizen Charter in Nepali Public Sector Organizations: Does it Really Work? Policy & Governance Review, 5(1), 18. https://doi.org/10.30589/pgr.v5i1.368

Jahan, F. (2006). Public Administration in Bangladesh. www.cgs-bu.com

Kamrul Ahsan, A., & Shafiqul Huque, A. (2016). Reforming Urban Governance in Bangladesh: The City Corporation View project Handbook of Development Policy View project Citizen’s Charter and Implementation Failure: Performance of Local Councils in Bangladesh. https://www.researchgate.net/publication/355980419

Mushfiqur Rahman, M., Khalilur Rahman, M., Mamunur Rashid Bhuiyan, M., & Saiful Islam, M. (n.d.). Status of the Implementation of Citizen’s Charter at Public Offices in Bangladesh: An Assessment. In Bangladesh Journal of Public Administration (BJPA): Vol. ISSN.

Nikos, M. (2014). TRENDS OF ADMINISTRATIVE REFORM IN EUROPE: TOWARDS ADMINISTRATIVE CONVERGENCE?

Panday, P. K., & Chowdhury, S. (2023). Implementation of Citizen Charter: Role of Different Actors. In Citizen Charter and Local Service Delivery in Bangladesh (pp. 51–68). Springer Nature Singapore. https://doi.org/10.1007/978-981-99-0674-1_4

Panday, P. K., & Chowdhury, S. (2023). Service Delivery Process: An Analysis of the Content and Context. In Citizen Charter and Local Service Delivery in Bangladesh (pp. 37–50). Springer Nature Singapore. https://doi.org/10.1007/978-981-99-0674-1_3

Panday, P. K., & Chowdhury, S. (2023). Theoretical and Conceptual Discussion. In Citizen Charter and Local Service Delivery in Bangladesh (pp. 15–36). Springer Nature Singapore. https://doi.org/10.1007/978-981-99-0674-1_2

Rab, A., & Rahaman, M. M. (2017). Challenges and Prospects of Implementing Citizen Charter: A Study of Union Parishad in Bangladesh (Vol. 7, Issue 3). www.iiste.org

Sharma, A., & Agnihotri, V. K. (2001). New developments in public administration the citizen’s charter: The Indian experience. International Review of Administrative Sciences, 67(4). https://doi.org/10.1177/0020852301674010