Citizen’s Charter and the Factors Affecting its Successful Establishment (in Persian)

Citizen’s charter (CC) is a formal document that identifies obligations of government agencies to citizens based on specified transparency criteria. Needless to say, the establishment of CC in such agencies is one of the demands of the people. Hence, the assessment of organization’s compliance with the CC and identifying the barriers to it is the purpose of this study. The study is a field survey. The statistical sample was randomly and systematically selected, and the questionnaires were distributed among state agencies. Results suggest that responsiveness and accountability dimensions are relatively explained but transparency and participation are not. In addition, exploratory factor analysis shows that four factors affect the establishment of CC: 1) process-orientation, 2) quality orientation, 3) needs orientation, and 4) organizational openness. Examining the effects of these four factors on the four dimensions of the CC also indicates the following: process orientation affects transparency and participation; quality orientation affects responsiveness and accountability; needs orientation affects responsiveness, participation and transparency; and organizational openness affects transparency, accountability and participation.