(Report) 2nd Administrative Reforms Commission :Citizen Centric Administration

Contents :

Chapter 1 Introduction 1

Chapter 2 The Concept of Citizen Centric Administration 8

Chapter 3 Functions of Government 25

Chapter 4 Citizens’ Charters 33

Chapter 5 Citizens’ Participation in Administration 58

Chapter 6 Decentralisation and Delegation 73

Chapter 7 Grievance Redressal Mechanism 79

Chapter 8 Consumer Protection 93

Chapter 9 Special Institutional Mechanisms 103

Chapter 10 Process Simplification 121

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