R.K. Mishra, Senior Professor and Director, Institute of Public Enterprise (IPE), Hyderabad, did his PhD from University of Rajasthan. A Visiting Fellow at London Business School (UK), he also studied for International Teachers programme at SDA Bocconi, Milan. Dr Mishra taught at the University of Bradford and was a Visiting Professor at Maison Des Sciences De L’ Hommes, Paris and Faculty of Economics, University of Ljubljana, Slovenia. He is a member of the UN Task Force on International Standards of Excellence in Public Administration and Education. He is special invite on OECD Working Group on Privatisation and Corporate Governance of SOEs and Asian Network of Corporate Governance. He is Non-Executive Director on some of the public and private enterprise boards in India. He has considerable experience of teaching and guiding research for doctoral degree in management, economics, public administration and commerce. His areas of interest include: corporate governance, international management, international finance, public-private partnership and restructuring and environmental administration.

Geeta Potaraju, Assistant Professor at the IPE, Hyderabad, is a PhD in Management with specialisation on public sector enterprises. She has over 15 years of experience in management and development consulting. Her areas of expertise include: participatory governance and civic engagement, health system strengthening, administrative reforms, institutional reforms, change management and capacity building. She has been involved in a number of key assignments with DFID, UNDP, World Bank, World Bank Institute, Family Health International, Government of India and state governments. She is an expert on participatory governance tools like citizens’ charters and community score cards, and has trained a number of officials from Government of India as well as other state governments on these tools.

1.Evolution of Citizen’s Charter

   Standards; Openness; Information; Choice; Non-discrimination;
   Accessibility; Grievance Redressal; Global Interest in Adopting 
   Citizen’s Charter Programme; Adoption of Citizen’s Charters 
   in India; Citizen Empowerment and Citizen’s Charter Implementation;
   Concept of Citizen’s Charter: The Indian Version; Published Standards;
   Information and Openness; Choice and Consultation; Courtesy and
   Helpfulness; Grievance Redressal: An Integral Part of Charter
   Implementation; Proactive Role of Government of India and
   Charter Implementation.

2.Citizen’s Charter: Toolkit
    
   Step 1: Preparatory Groundwork; Step 2: Identifying the
   Service Delivery Parameters and Service Standards; 
   Step 3: Essential Features of a Citizen’s Charter; 
   Step 4: Design and Develop Information and Facilitation 
   Counter; Step 5: Establishing a Grievance Redressal 
   Mechanism; Step 6: Evaluation and Monitoring;
   Conclusion.

3.Legal Framework for Public Service Delivery in India
    
   Implementation Experiences of Few States; Proposed
   Legislation by Government of India; Role of Public 
   Authorities; Obligation of Head of Department(s) 
   (Section 5); Establishment of Information and Facilitation
   Centres (IFCs) (Section 6); Grievance Redress Officers
   (including Municipalities and Panchayat) (Section 7);
   Acknowledgement (Section 8); Report Requirements
   (Section 10); Penalties and Compensation (Section 45);
   Conclusion.

4.Grievance Redressal Management System
    
   Initiatives by Government; Essentials of a Grievance
   Redressal System; Steps for Grievance Redress; Salient
   Features; Duties and Responsibilities of the Contact
   Officers of IFCs; Review and Monitoring of Grievance
   Redress Mechanism; Feedback from Citizens; Use
   Information Technology (IT) Tools; Grievance Handling
   and Right to Information Act 2005.

5.Best Practices in Citizen’s Charter
   Implementation
    
   The Andhra Pradesh Experience; An Integrated
   eGovernance Programme in Andhra Pradesh: Mee Seva
   Experiment; The Gujarat Experience; Fixing Delivery
   Standards.

6.Best Practices in Grievance Redressal Mechanism

   The Andhra Pradesh Experience; Parishkaram:
   Call Centre Application; Lokvani Experiment Online
   Grievance Redressal Tracking System in Andhra Pradesh;
   Grievance Redressal System: A Case Study of a
   Tertiary Hospital in Andhra Pradesh; In Conclusion.

7.Conclusion
    
   Some Tips to Make the Charters a Success.

R.K. Mishra, is ONGC Subir Raha Chair Professor on Corporate Governance and Senior Professor and Director, Institute of Public Enterprise (IPE), Hyderabad. A PhD from the University of Rajasthan and a visiting fellow at London Business School, he studied for International Teachers programme at SDA Bocconi, Milan. Dr Mishra taught at the University of Bradford, and was a visiting Professor at Maison Des Sciences De L’ Hommes, Paris, Faculty of Economics, University of Ljubljana and Accountancy Research Institute (ARI), Universiti of Technologi Mara, Malaysia. He has conducted research for Finance Commission, Planning Commission and Indian Council of Social Science Research. He is special invitee on OECD Working Group on Privatization and Corporate Governance of SOEs and Asian Network of Corporate Governance; a Member ‘Panel of Experts on Reforms in Central Public Sector Enterprises’ set up by the Planning Commission, Government of India; Member, Adhoc Taskforce set up by the Cabinet Secretariat, to review the Results Framework Documents of the various ministries of the Government of India; Member, Adhoc Taskforce on Memorandum of Understanding, Government of India. His areas of interest include: urbanisation, corporate governance, corporate social responsibility, sustainable development, public enterprise management, corporate and international finance. 

K. Trivikram, MA and PhD in Economics, is a senior faculty member at the IPE. With more than three-and-a-half decades of experience, he has designed and conducted a number of Management Development Programmes for Central and State Level Public Enterprises for Senior and Middle Level Executives, Civil Servants and Corporate Executives, and has recently coordinated International Conference in partnership with CESS on Inclusive Development. He has published several research articles and working papers in leading national and international journals. He is currently the Area Head, Economics Division and Head of the Publications Division of IPE and also PhD supervisor for Osmania University and Madras University. He was formerly the Programme Director of MBA (Public Enterprises), Programme Director, Exe. PGDM for the practicing executives, also the Programme Director & Advisor for the PGDM—a full- time two-year programme. He is the Editor of the Journal of Institute of Public Enterprise, besides Founder Editor of both the Journal of Economic Policy and Research and the IPE Journal of Management. His areas of interest include: corporate governance, corporate social responsibility, public enterprise management, and infrastructure management.