In lieu of the decision taken in the Conference of Chief Ministers held on 24 May, 1997 presided by Hon’ble Prime Minister, formulation of Citizen’s Charter by Central & State Governments began. The process started with sectors having large public interface (e.g. Railways, Telecom, Posts, Public Distribution Systems). Charters were required to include (i) standards of service (ii) time limits for public service delivery (iii) avenues for grievance redress. Guidelines for formulating the Charters as well as a list of do's and don'ts were communicated to various government departments/organizations by DARPG to enable them to bring out focused and effective Citizen charters. The Department of Administrative Reforms and Public Grievances in its efforts to provide more responsive and citizen-centric governance provides guidelines for formulation and implementation of the Citizen’s Charters.
A comprehensive Website of Citizens' Charter, www.goicharters.nic.in was launched by the DARPG on 31 May, 2002 which apart from guidelines contains the Citizens' Charters existing in Ministries/Departments, States/UTs / and Organizations.
The Citizen’s/Client’s Charter of DARPG has been reviewed and updated in February, 2019 which has been uploaded on the website of the Department as well as on the “goicharters.nic.in”.
In the year 2018, a Pilot Project of Study of Citizens’ Charters of two Ministries/Departments viz., Ministry of External Affairs (MEA) and Central Board of Direct Taxes (CBDT) was conducted for improvement of public service delivery through effective implementation of Citizens’ Charter. The single objective of the Project was to undertake a diagnostic study of services provided by these two Ministries/Departments with a view to enhancing the respective Citizen’s Charters by making it more citizen-centric. The Study has been completed and final report of the Study has been shared with MEA and CBDT. The MEA have revised the Citizen’s Charter based on the recommendations made in the study.