ABSTRACT
This chapter examines the effectiveness of the Citizen's Charter (CC) program in terms of ensuring quality in delivering public services. The Government of Bangladesh has adopted the CC with the aim of bringing efficiency and effectiveness within its service delivery system, thereby seeking to raise the quality of administrative performance at the point of contact. Razzaque explores and analyzes the factors that affect the effectiveness of CC in public organizations in Bangladesh. She argues that although CC has had some positive impact on the demand side of public service delivery, there is hardly any effect on the supply side owing to public servants' lack of empathy toward clients' needs and demands. The chapter provides a case study of the Department of Immigration and Passports (DIP), examining different dimensions of the CC introduced in it. The timeliness of DIP services may be identified by measuring the rate of delivery of services passports in time to its clients.
