Foreword vi
Acknowledgement vii
List of Abbreviations xi
Chapter 1
Citizen’s Charter: Emerging New Culture Around the World 13
Introduction 13
Practice of New Public Management in Public Service Delivery 14
State of service delivery in DIP 16
Methodology and Data Sources 18
Chapter 2
Literature Review on CC and Analytical Framework 21
Introduction 21
New Public Management and Spread of Citizen’s Charter Recipe 21
Concept of Citizen’s Charter: What is it? 24
Principles of Citizen’s Charter 24
Making the CC Recipe Effective: An Organizational Cultural Perspective 26
Acceptance of CC Recipe: A Public Personnel Perspective 29
Effectiveness of Citizen’s Charter Program 30
Factors responsible for effectiveness of CC program 34
Chapter 3
Evolution of Citizen’s Charter 43
Origin of Citizen’s Charter 43
Objectives of Citizen’s Charter 44
Theoretical Underpinnings of Citizen’s Charter 45
Views of Scholars’ on Citizen’s Charter 45
Critics of Citizen’s Charter 46
Citizen’s Charter in International Context 47
Citizen’s Charter Initiative in Bangladesh 48
Chapter 4
Service Quality of Department of Immigration and Passports 53
Timeliness Quality in DIP 53
Accessibility or Tangibility Quality in DIP 55
Responsiveness and Friendliness Quality in DIP 59
Cost Effectiveness Quality of DIP Services 62
Grievance Redressal Quality of DIP 64
Discussions on Findings 66
Chapter 5
Analysis on How Organizational Culture and Human Resources
Affect the Effectiveness of Citizen’s Charter Program 69
Analyses on Organizational Culture 69
Delegation of Authority between Superiors and Subordinates
Power Distance 69
Impact of High Power Distance Culture on Effectiveness of CC program in DIP 76
Uncertainty Avoidance 79
Impact of Strong Uncertainty Avoidance Culture on
Effectiveness of CC Program 88
Data Presentation and Analyses on Human Resources 90
Chapter 6
Summary and Discussions 95
Major Findings on Service Delivery Quality: The Extent of Success of CC Program at DIP 95
How is CC Influenced by Organizational Culture and Human Resources? 96
A Model for Making CC Initiative Effective in Public Organizations of Bangladesh 97
Conclusions
