What exactly is the e-Citizen Charter? Describe how the PRAGATI platform can aid in the successful resolution of grievances. (150 Words)


  • Briefly define the e-citizen charter and its significance.
  • Examine its main principles and components.
  • Define PRAGATI in a few words.
  • Describe its features and how it resolves complaints.
  • Briefly conclude


E-Citizen Charter is a type of e-governance in which government services are delivered via information and communication technologies (ICT). A Citizen’s Charter is the statement of an agreement between residents and the supplier of public services regarding the amount and quality of services received by the former. It is essentially about the public’s rights and the responsibility of public servants.


In 1991, the notion was developed and executed for the first time in the United Kingdom. The Citizen’s Charter’s fundamental six principles are as follows:

Quality: Improving service quality;

Choice: Wherever possible;

Specifying what to expect and how to respond if standards are not reached;

Value: For the money paid by taxpayers;

Individuals and Organizations are held accountable; and

Transparency: The rules and procedures for resolving grievances.

The following are the main components of a citizen’s charter:

  • Statement of Vision and Mission
  • Details of the Organization’s transactions;
  • Client information;
  • Services supplied to each client category in detail;
  • Information on the grievance redressal system and how to use it; and
  • The clients’ expectations

PRAGATI application: An Efficient Grievance Resolution Mechanism

PRAGATI is an acronym that stands for Pro-Active Governance And Timely Implementation. Its goal, as the name implies, is to establish a culture of Pro-Active Governance and Timely Implementation. It is also a strong mechanism for delivering e-transparency and e-accountability to important stakeholders through real-time presence and exchange. In the following ways, the PRAGATI App contributes to an effective grievance redressal mechanism:

The PRAGATI platform is unusual in that it combines three cutting-edge technologies: digital data management, video conferencing, and geospatial technology.

This allows the Prime Minister to debate concerns with important officials while having full information and the most up-to-date images of the ground level situation, which is a unique project in e-governance.

It is a three-tier arrangement that brings together the PMO, Union Government Secretaries, and State Chief Secretaries on one platform. The Prime Minister will be able to directly discuss the concerns with the relevant central and state officials as a result of this.

The Prime Minister will organise a monthly programme in which he will interact with officials via video-conferencing facilitated by data and geo-informatics visualisations; the programme will be held once a month on the fourth Wednesday at 3.30 PM, and will be known as PRAGATI Day.

Issues to be brought before the authorities will be selected from the accessible database, and public concerns will be resolved accordingly.

It provides a comprehensive and timely procedure for successful grievance redressal.


A citizen charter is a strong institutional structure for ensuring proper law implementation and delivery. Applications like PRAGATI would undoubtedly aid in effective grievance redressal, thereby reducing red tape and corruption.


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