Effective public service delivery through innovative governance knowledge exchange
Effective public service delivery through innovative governance knowledge exchange
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Right to Service
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The Government of Madhya Pradesh has implemented legally enforced penalties for 19 services if they are not delivered within a stipulated timeframe to citizens who demand them.

In 1991, the UK government first articulated and implemented a Citizen’s Charter to provide quality services within specified time frames to its citizens. On 24 May, 1997, a conference was held by chief ministers from various states of India and chaired by the country’s Prime Minister, during which an “Action Plan for Effective and Responsive Government” was adopted at the Centre and State levels. The central department of administrative reforms and public grievances (DARPG) took on the whereby there neglect in quality service delivery is a punishable offense.

Despite the achievement of framing a charter, the Government of Madhya Pradesh realised that the charter alone would not serve the objective of effective and efficient service delivery without a support mechanism that would operationalise the commitment. As such, the government enacted Lok Sewaon Ke Pradan Ki Guarantee Adhiniyam on 18 August 2010 to give its citizens the ‘Right to Service’ in a timely manner.

Today, this scheme includes 19 services for which there are legal consequences if they are not delivered within a stipulated timeframe to citizens who demand them. Penalties and compensation for service delays have been outlined clearly within the scheme.

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