Our Projects

Citizens' Charter

Citizen’s Charter was the first project that Praja conceptualized and executed in partnership with the MCGM. The primary objective was to develop standards for public service delivery i.e., how services should be delivered, within what time period, and the manner in which complaints should be serviced. The Charter clearly explained who within the MCGM was responsible for what services. The presentation of this information helped people to understand what to expect from their local government and also helped to establish accountability among the bureaucrats in the municipality.

In the months following the launch of the Charter, Praja members conducted motivation exercises and training workshops with the MCGM staff to make them aware of the Citizen’s Charter concept. This was because it was felt that the Charter would be a meaningless exercise if the information were only to be used by the citizens but there was no corporation and response from the municipal staff who actually work at the point of citizen interface. These workshops were effective in eliciting feedback from the municipal staff about the content of the charter and the standards of performance outlined therein.

An initiative by Praja Foundation