Model
Citizen
Charter for
Panchayats
June, 2021
Model Citizen Charter for Gram Panchayats
2
Table of Content
Message from Hon’ble Minister, Rural Development, Agriculture
and Farmers Welfare & Panchayati Raj ................................................ 3
Message from Secretary, Ministry of Panchayati Raj ......................... 4
1. Introduction ........................................................................................ 5
2. Gram Panchayat Citizens’ Charter .................................................. 5
3. Objectives of ‘Gram Panchayat Citizens’ Charter ......................... 6
4. Process of Preparation of ‘Gram Panchayat Citizens’ Charter’ ... 6
Annexure: Gram Panchayat Citizens’ Charter ................................... 11
Model Citizen Charter for Gram Panchayats
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1. Message from Hon’ble Minister, Rural Development,
Agriculture and Farmers Welfare & Panchayati Raj
Model Citizen Charter for Gram Panchayats
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2. Message from Secretary, Ministry of Panchayati Raj
Model Citizen Charter for Gram Panchayats
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3. Introduction
A Citizens’ Charter is a tool to achieve good governance. Successful implementation
of Citizens’ Charter improves service delivery, brings responsiveness on the part of
Panchayat functionaries and enhances Citizens’ satisfaction.
4. Gram Panchayat Citizens’ Charter
The need for ‘Gram Panchayat Citizens’ Charter arises for better service delivery. It
is a document that represents the commitment of the Panchayat towards standard,
quality and time frame of service delivery, grievance redressal mechanism,
transparency and accountability.
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5. Objectives of ‘Gram Panchayat Citizens’ Charter
The basic objective of ‘Gram Panchayat Citizens’ Charter is to empower the Citizens
in relation to public services and improve service quality on the lines of Citizens
expectations. The creation of Charter brings professionalism in Panchayat functioning
and helps to reach out to all sections of community without any discrimination. The
standards committed by the Panchayats are useful yardsticks for monitoring and
evaluation of service delivery.
6. Process of Preparation of ‘Gram Panchayat Citizens’
Charter’
The Citizens’ Charter is to be formulated by each Panchayat separately. For
preparing the charter the Panchayats shall discuss the various services provided
to the Citizens, the conditions Citizens shall have to fulfil for getting a service
and the time limit of each service. While preparing the charter the Panchayat
Model Citizen Charter for Gram Panchayats
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should seek the views of the Panchayat Secretary and other officers of the
concerned line departments. The charter should include only those services that
are delivered by the Panchayat on a regular basis. Simultaneously the Panchayat
should also decide the fee leviable for particular services.
The ‘Gram Panchayat Citizens’ Charter should include the following information.
i. Vision and Mission of the Panchayat: The first key component of Citizens’
charter is a clear statement of Panchayat “Vision and Mission”. The vision
implies ultimate direction in which the Panchayat seeks to move. The Mission
statement provides the specific objectives which drive the Panchayat in tune
with the vision.
ii. Service Standards / Procedure for obtaining services: For obtaining a service
listed in the charter, the eligible citizen shall apply to the designated officer
along with the essential documents and also pay the prescribed fee if any. The
designated officer upon receipt of the request shall record the details in a
Model Citizen Charter for Gram Panchayats
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register and assign a serial number and issue an acknowledgement to the
applicant indicating the probable date by which the service will be rendered.
The designated officer / functionary of the Panchayat have obligation to render a
service to the eligible applicant within the given time. On receipt of an application
he /she shall within the stipulated period either provide service or reject and in case
of rejection the reasons for not providing service shall be intimated in writing.
Following information need to be provided under service standards.
• Name of the service
• Details of the service (including beneficiaries and eligible persons)
• Time frame to deliver the service
• Name and contact details of the person in the Panchayat responsible for
providing the service.
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iii. Grievance redressal: The Sarpanch and the Panchayat Secretary must be
accessible to the Citizens to listen to the grievances and make arrangements to
address the complaint effectively. Timely redressal of Citizens grievances not only
reduces discontent, but also helps Panchayat to improve its functioning. If the
citizen feels that the Panchayat has failed to provide a service, he can file an appeal
before the designated higher authority. The contact details of the authority to whom
citizen need to contact for any such complaint need to be included in the charter.
Template / Model for a ‘Gram Panchayat Citizens’ Charter’ is provided in the
Annexure.
The model charter is only a guideline for the Panchayats and they can adapt it as per
their local context. The draft charter prepared by the Gram Panchayat shall be widely
circulated among the people and get approved in Gram Sabha.
Model Citizen Charter for Gram Panchayats
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It may also be noted that in instances, wherein Panchayats are not competent enough
to directly offer services at the local level, they would act as the facilitators for the
residents to avail the requisite services.
Panchayats would collect and collate the necessary paperwork from the service
seeker and forward it digitally to the concerned line department for processing. They
would also evolve suitable mechanisms for following up with and ensuring timely
closure of the service requests by the respective line department.
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Annexure
GRAM PANCHAYAT CITIZENS’ CHARTER
Name of the Panchayat :………………………………..
Block: …………………. District: ………………....
Details of Elected Representatives: ………………………
Details of Panchayat Staff: …………………………
Details of Committees :…………………………………………………………
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PREAMBLE
WE, the Elected Representatives and Officials of<Gram Panchayat>, realizing
the importance of transparent and effective delivery of public services for sustainable
development as well as the need for continuous innovation, solemnly resolve to
• Recognize the relevance of inclusive and accountable Local Self Governments
in delivery of services
• Incorporate diverse views when designing and delivering services
• Ensure timely delivery and quality delivery of services; enhancing citizen service
experiences
• Improve public service delivery by embracing innovation, leveraging e-
Governance & ICT tools.
In furtherance of our resolve, we adopt and give to ourselves this Model
Gram Panchayat Citizen’s Charter.
Model Citizen Charter for Gram Panchayats
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VISION
Timely delivery of Services for empowering citizens, promoting the inclusive and
sustainable growth of rural India.
MISSION
Improving quality of Life through efficient and effective service delivery mechanisms
for Panchayat residents, specifically for the welfare women, children, senior citizens,
physically challenged persons and other vulnerable and marginalized sections of
society
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Services offered by the Panchayat & Service Standards
S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
Certificate / License / Permissions
1
Issue of Certificates such
as Birth/ Death/ Marriage/
property ownership
As determined by the
competent authority
As
determined
by the
competent
authority
3 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
2
Issue of Trade License
-do-
-do-
3 days
-do-
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
3
Layout approvals, if
Panchayat is competent
i. Ownership
document
ii. Site Plan
iii. Layout Plan
iv. NoC from the
dept concerned, if
required.
-do-
30 days
-do-
4
Recommendations for
grant of layout permission
if beyond competence of
Panchayats
i. Ownership
document
ii. Site Plan
iii. Layout Plan
iv. NoC from the
dept concerned, if
required.
-do-
15 days
-do-
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
5
Issue of construction
permissions for
residential / commercial
i. Ownership
Document
ii. Building Plan
iii. Location Plan
iv. NoC from the
dept concerned if
required.
-do-
15 days
-do-
6
Issue of NOC for setting
up Small industry in
village
As determined by the
competent authority
-do-
15 days
-do-
Administrative / Governance
1
Request for convening
Gram Sabha
As determined by the
competent authority
As
determined
by the
competent
authority
7 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
Pradhan/ Other
Panchayat
nominated
person
Development Related
1
Issue of MGNREGA Job
card
Aadhar Card, photo,
bank account number
Nil
15 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
2
Request for work under
MGNREGA
Plain paper/ app-
based appln, need, ID
-do-
15 days
-do-
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
3
Provision of facilities at
work-site for beneficiaries
under MGNREGA
-do-
-do-
3days
-do-
4
Request to arrange
veterinary care services
Plain paper/ app-
based appln, need, ID
-do-
7 days
-do-
5
Request to recommend
for skill training under
SANKALP, Recognition
of Prior Learning (RPL)
and PM KVY
As determined by
District Skill
Committee
-do-
7 days
-do-
6
Request to arrange water
supply, Toilets and
Rainwater harvesting etc.
in Government Schools/
AWC
-do-
-do-
30days
-do-
7
Request to construct
Rainwater harvesting
-do-
-do-
30 days
-do-
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
structures in Government
Schools/ AWC
COVID/ Public Health Related measures
1
Sanitization of Public
Places such as Roads,
drains, marketplaces,
Government schools,
AWC, etc.
Plain paper/ app-
based appln, need, ID
As
determined
by the
competent
authority
1 day
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
2
Provision of COVID Kits
-do-
-do-
3 days
-do-
Taxation
1
Assessment of property
tax
Registered sale
deed/ bldg. permit,
Prop. Register entry
As
determined
by the
competent
authority
15 days
Panchayat
Secretary/
Sarpanch/
Panchayat
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
President/
Pradhan/ Other
Panchayat
nominated
person
2
Transfer of ownership of
property/ Mutation
Registered sale
deed/
Gift deed/ Partition
deed/Succession
certificate
-do-
15 days
-do-
3
Appeal petition against
Tax assessment
Copy of demand
notice
-do-
30 days
-do-
4
Allotment of Door Number
i. Copy of house
building
permission
ii. Ownership
document in case
of old house
-do-
7 days
-do-
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
5
Issue of property value
certificate
Ownership document
-do-
3 days
-do-
Drinking Water Supply
1
Sanction of Water Supply
Connection
Property tax receipt
showing up to date
payment
As
determined
by the
competent
authority
7 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
2
Leakage of water pipeline
Plain paper/ app-
based appln, proof, ID
-do-
3 day
-do-
3
Repairs to hand pumps
-do-
-do-
2 days
-do-
4
Collection and
transportation of waste
-do-
-do-
7 days
-do-
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
from households to
village level treatment site
and management of
compost centre
5
Issues relating to water
quantity- Regularity
-do-
-do-
3 days
-do-
6
Issues relating to water-
quality
-do-
-do-
3 days
-do-
7
Provision for drinking
water for animals
-do-
-do-
7 days
-do-
Sanitation
1
Complaining overflowing
drain/ stagnation of water
on road
Plain paper/ app-
based appln, proof, ID
As
determined
by the
competent
authority
2 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
nominated
person
2
Repairs/ maintenance of
community toilets
-do-
-do-
7 days
-do-
3
Request for supply of Bin
for waste disposal
-do-
-do-
2 days
-do-
4
Hygiene issue in Markets
(cleanliness of
marketplace, etc.)
-do-
-do-
3 days
-do-
5
Request for petty repairs/
maintenance of toilets
and water supply
pipelines in Government
schools/ AWC.
-do-
-do-
7days
-do-
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
6
Cleaning of Rainwater
harvesting structures
installed in community
areas
-do-
-do-
7days
-do-
Street Lighting
1
Complaint against non-
functional streetlights
As determined by the
competent authority
As
determined
by the
competent
authority
1 day
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
2
Request to install street
light poles in new locality
-do-
-do-
3 days
-do-
3
Request to fix high mast
lights
-do-
-do-
7 days
-do-
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
Community Assets
1
Maintenance &
Improvements in burial/
cremation grounds
Plain paper/ app-
based appln, proof, ID
As
determined
by the
competent
authority
30 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
2
Maintenance/
Improvements in
Playground/ Public Parks
-do-
-do-
30 days
-do-
3
Maintenance
&Improvements in Yoga
Centre
-do-
-do-
30 days
-do-
4
Removal of
Encroachment on Public
Properties
-do-
-do-
7 days
-do-
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
Welfare Related
1
Forwarding of application
for Pension for old, widow
and disabled
i. Income Proof
ii. Age Proof-
iii. Death Certificate
of Deceased
Husband
iv. Disability
Certificate
-do-
7 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
2
Request for organizing
Sports/ Cultural program
As determined by the
competent authority
-do-
30 days
-do-
3
Forwarding application for
sanction of IHHL
i. Aadhaar / Job
Card
ii. Bank Account
details
-do-
7 days
-do-
4
Preparation of New
Ration Card
i. Residential Proof
ii. Income Proof
iii. Age Proof
-do-
15-30 days
-do-
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
iv. Aadhar Card
5
Addition/ Deletion of
Name in Ration Card
i. Ration Card
ii. Residential Proof
iii. Age Proof
iv. Aadhar Card
-do-
15-30 days
-do-
6
Request to include under
the beneficiary list for
allocation of food grains
under Targeted Public
Distribution system
(TPDS)
i. Income Proof
ii. Age Proof
iii. Aadhaar Card
-do-
15-30 days
-do-
7
Request to arrange
Health check-up for
students in Government
schools
As determined by the
competent authority
-do-
7 days
-do-
8
Issues related to
provision of Mid-day meal
Plain paper/ app-
based appln, proof, ID
-do-
3 days
-do-
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
for students in
Government schools
9
Issues related to
admission in Government
Primary school
-do-
-do-
7 days
-do-
10
Request for enrolling in
Skill training programmes
As determined by the
District Skill
Committee
-do-
15 days
-do-
11
Request to setup
community kitchen for
feeding destitute
Entity registration
proof, proof of quality
etc.
-do-
3 days
-do-
12
Issues related to feeding
programmes of AWC
Plain paper/ app-
based appln, proof, ID
-do-
3 days
-do-
13
Issues related to
immunization of children
and mothers by Asha &
Anganwadi centres
Plain paper/ app-
based appln., proof,
ID
-do-
7 days
-do-
Model Citizen Charter for Gram Panchayats
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S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
Public Libraries
1.
Provision of Public
libraries with adequate
number of books and
periodicals
As determined by the
competent authority
-do-
30 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
Connectivity
1.
Maintenance of Village
roads
As determined by the
competent authority
-do-
30 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
Model Citizen Charter for Gram Panchayats
30
S.
No
Name of the service
Documents need to
be submitted
Fee for the
service
(Rs.)
Indicative
Time limit
for delivery
of the
service*
Whom to
contact for the
service**
Digital Services
1.
Improvements in
Common Service Centre
As determined by the
CSC-SPV
As
determined
by the
competent
authority
15 days
Panchayat
Secretary/
Sarpanch/
Panchayat
President/
Pradhan/ Other
Panchayat
nominated
person
2.
Availability of Wi-fi
Service in Panchayat
As determined by the
CSC-SPV/ BSNL/
other competent
authority
-do-
30 days
-do-
3.
Issues related to internet
Service in Panchayat
-do-
-do-
7 days
-do-
* Indicative timelines, to be customized/ aligned with Service Level Agreements (SLAs), as applicable at local level
** To be customized per the local responsibilities, in coordination with the representatives of concerned Line
departments
***************
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Citizen Charter:
Empowering Citizens through
Transparent and effective
delivery of public services