Citizen Charters

The Citizen’s Charter programme introduced to the Public Sector in 1994 was one of the first service improvement programmes in the public sector.

What is the Citizens Charter?

The Citizen’s Charter is a document produced by a Government Ministry, Department or Agency which outlines:

• The entity’s service portfolio
• Standards for service
• The service delivery mechanisms
• a commitment to the citizen’s of Jamaica and related stakeholders to deliver on these services as indicated in stated standards

What does the Citizen charter aim to do?

Development and dissemination of citizens charters encourage:

• development and implementation of specific service standards in government entities
• public awareness about what levels of service to expect therefore making entities more accountable for the service it provides

How far along is the project?

Citizens Charters have been developed for 106 of approximately 212 entities. The charters are monitored to ensure that agencies adhere to the standards outlined in the document.

To date 108 entities have developed or have published Citizen’s Charters. A number of entities have also revised their Citizen’s Charter several times so as to keep the standards depicted within them current and relevant.