Regulatory Alerts2022-10-20
Added
DFIM Circular No. 13: Implementation of Citizen's Charter
The document mandates all public institutions to implement the Citizen's Charter by publishing a standardized service directory, establishing a Review Committee of at least seven members, and conducting annual awareness campaigns. It requires the appointment of focal and vicar focal persons, regular website updates, and the submission of quarterly progress reports and annual action plans. Additionally, institutions must align their operations with Bangladesh Bank's Institutional Development Department-1 guidelines and provide public assistance.
Central Bank of Bangladesh Department of Financial Institutions Management
DFIM Circular No. 13 Implementation of Citizen's Charter
Date: 20 A‡±vei 2022
Subject: Implementation of Citizen's Charter.
The Citizen's Charter is a document that informs citizens about the services provided by various government/non-government organizations, their rights and responsibilities, and the accountability of officials/employees. Its implementation is necessary.
- To ensure proper Citizen's Charter implementation, the following instructions are issued:
a) The Citizen's Charter directory of public institutions must include all existing services, service delivery procedures, required documents and procedures, service charges/fees, standard time for service delivery, redressal mechanisms (complaints/appeals), and contact details of responsible officials. This must be prepared in the format given in 'Annex-A' and updated periodically. Updates must be uploaded to the institution's website with the update date and displayed prominently in the main office and relevant branches. Furthermore, the names, phone numbers, and email addresses of the Focal Person and Vicar Focal Person for the Citizen's Charter must be mentioned on the website.
b) The Citizen's Charter must be available in both Bengali and English on the institution's website. All updates to the Citizen's Charter must be uploaded to the website. The following information must be included in the Citizen's Charter link/page: (i) Updated Citizen's Charter; (ii) Names, phone numbers, and email IDs of the Focal Person and Vicar Focal Person; (iii) Citizen's Charter Implementation Report; (iv) List of Main/Branch/Office/Section implementing the Citizen's Charter; and (v) List of Review Committees.
c) The main office of each public institution must form a Review Committee [of at least seven (7) members] and a Citizen's Charter Main/Branch/Office Section. The Review Committee must plan and review the Citizen's Charter implementation at least once every six months. The Main/Branch/Office Section will handle planning, implementation, updating, reporting, and website uploads. The Review Committee will regularly review whether all activities are being carried out on time. Furthermore, using the format in 'Annex-B', each Main/Branch/Office must prepare an implementation report and upload it to the institution's website.
d) Awareness campaigns regarding the implementation of the Citizen's Charter must be conducted annually by the officials/employees of public institutions.
-
The implementation of this circular by public institutions will be monitored by the Institutional Development Department-1 of the Bangladesh Bank, and periodic monitoring visits will be conducted. Public institutions will receive necessary assistance from the Institutional Development Department-1 of the Bangladesh Bank. Additionally, relevant information will be available on the Bangladesh Bank website.
-
According to Section 18(Q) of the Bangladesh Bank Order, 1993, failure to comply with this circular is a punishable offense.
(Md. Abul Kalam Azad) Deputy Governor (DFIM) Ext: 9530178
Annex-A Format for Public Institutions Citizen's Charter Update Date:
Name of Public Institution: (Special Note: Update Date)
1. Vision and Mission: Vision: (Institution's Vision) Mission: (Institution's Mission)
2. Services Provided: (The Citizen's Charter must be prepared by dividing the institution's services into three categories: Citizen Services, Inter-governmental Services, and Intra-governmental Services, using the format below.)
2.1) Citizen Services
| S.No | Name of Service | Required Documents & Procedures | Charges & Additional Procedures | Time Limit for Delivery | Responsible Official (Name, Designation, Phone, Email) |
|---|---|---|---|---|---|
| (1) | (2) | (3) | (4) | (5) | (6) |
| 1 | Phone: | ||||
| 2 | Email: | ||||
| 3 |
2.2) Inter-governmental Services
| S.No | Name of Service | Required Documents & Procedures | Charges & Additional Procedures | Time Limit for Delivery | Responsible Official (Name, Designation, Phone, Email) |
|---|---|---|---|---|---|
| (1) | (2) | (3) | (4) | (5) | (6) |
| 1 | Phone: | ||||
| 2 | Email: | ||||
| 3 |
2.3) Intra-governmental Services
| S.No | Name of Service | Required Documents & Procedures | Charges & Additional Procedures | Time Limit for Delivery | Responsible Official (Name, Designation, Phone, Email) |
|---|---|---|---|---|---|
| (1) | (2) | (3) | (4) | (5) | (6) |
| 1 | Phone: | ||||
| 2 | Email: | ||||
| 3 |
3. Responsibilities of Service Seekers: (Public institutions should provide necessary advice to service seekers for proper service delivery. For example, if the following advice is provided:)
| S.No | Responsibilities of Service Seekers for Proper/Quick Service Delivery |
|---|---|
| 1. | Submit application with necessary documents to the concerned office. |
| 2. | Pay the required service fee and additional procedures as per rules. |
| 3. | Follow instructions via SMS/Email. |
| 4. | Be available at the designated time and place for verification. |
| 5. | Do not make unnecessary calls/inquiries. |
4. Redressal Mechanism for Service Seekers if Services are Not Delivered or Quality is Unsatisfactory: (If services are not delivered or quality is unsatisfactory according to the Citizen's Charter, the redressal mechanism or complaint/appeal procedure must be mentioned clearly. Institutions may provide a flowchart for redressal using the format below.)
| S.No | When to Complain? | Against Whom? | Whom to Complain? | Time Limit for Redressal |
|---|---|---|---|---|
| 1. | If the responsible official does not resolve the issue | Responsible Official (Name: ) | Responsible Official (Name: )<br>Designation:<br>Phone:<br>Email:<br>Website: | ---- Working Days |
| 2. | If the Responsible Official does not resolve the issue | Appellate Authority | Appellate Authority<br>Name & Designation:<br>Phone:<br>Email:<br>Website: | ---- Working Days |
| 3. | If the Appellate Authority does not resolve the issue | Public Institution's Complaint Redressal Cell | Public Institution's Complaint Redressal Cell<br>---- Working Days |
Annex-B Format for Public Institutions Name of Public Institution: Department Implementing Citizen's Charter: Subject: "Quarterly Progress Report and Annual Plan for Citizen's Charter Implementation" (1st/2nd/3rd/4th) Quarter (Month - Month, Year) Progress Report and Annual Plan.
Annual Plan for Citizen's Charter Implementation for 20...... -- .........
Activity Completion Status
Annual Budget 20... -- ......
Implementation Budget 20.... -...
Annual Expenditure 20...... -- ......
Implementing Department
Standard Targets
| 1st Quarter (Jan-Mar, 20......) | 2nd Quarter (Apr-Jun, 20......) | 3rd Quarter (Jul-Sep, 20......) | 4th Quarter (Oct-Dec, 20......) |
|---|---|---|---|
| 1 | 2 | 3 | 4 |
Total (4+5+6+7)=8
| S.No | Activity | Quarterly Update Status | Has it been updated? | Updated 4 times? |
|---|---|---|---|---|
| 1 | Citizen's Charter Update | |||
| 2 | Awareness Campaigns | |||
| 2a. Staff Awareness | ||||
| 2b. Public Awareness | ||||
| 2c. Joint/Public Awareness | ||||
| 3 | Meetings for Citizen's Charter Issues | |||
| 3a. Meetings Held | ||||
| 4 | Review Committee Meetings | |||
| 4a. Report Preparation | ||||
| 4b. Report Upload to Website |
Prepared by: Name & Signature of Focal Person - Citizen's Charter Implementing Institution
Annex-B