Does implementation of ’citizen’s charter make any difference in service delivery? Comparing the performance of local councils between plain and hilly areas—A case of Bangladesh

This paper compares the impact of citizen’s charters in delivering services by Union Parishads in Bangladesh in Bengali-majority and tribal areas. Using a qualitative research method, the case study was used to look at CC implementation in a comprehensive and in-depth way. Interview and observation methods were employed to collect data. One hundred interviewees from each union, including service providers, service users, and LG officials, were consulted in equal numbers from May to July 2019. The findings of this study reveal that, although Union Parishads of both areas are implementing charters, their performance differs. Subjects of performance variation are timeliness of service delivery, cost of services and responsiveness of the service providers. Performance variation results from varying degrees of implementation of the citizen’s charter, attributable to several factors that include citizens’ awareness, knowledge and skills, implementation willingness, and performance monitoring of the local officials.