The perceptions about the Government Departments were not good. On one hand corruption was rampant. The general impression was that nothing would get done unless some palms were greased. Corruption had been institutionalized. If a contract had to be signed, you paid 1 percent. You paid ten percent of the contract value as bribes. The contractor did not object. In fact they felt bad that their money had not been accepted. The officer or person who refused a bribe had to do so apologetically and politely so that no offense was taken. The person who did not take a bribe was considered a fool and not trust worthy.
On the other hand was total apathy. A Government Servant just did not bother about the ordinary man. His business could wait while the Government Servant had his cup of tea or gossip. It did not matter if there was no water in the tap or no electric power. It did not matter if the roads had potholes and was a traffic hazard. It did not matter if trains and planes ran late. It did not matter if government vehicles were the most polluting. It did not matter if food grain was allowed to rot in the open for lack of storage facility. It did not matter if the grain in the public distribution system was not fit for human consumption. It did not matter if life saving equipment in government hospitals did not function and a patient died. There was an explanation for everything and no one was accountable. It was necessary to change this image. It was essential to introduce some form of accountability. It was necessary to lay down a "Citizens Charter" which laid down the acceptable time limits for providing government services.
The President had already announced incentives and punishments. He now laid down some norms for operation of government departments both at the center and the states.
If any retired person was not paid his pension, gratuity and provident fund within one month of retirement, the clerk and officer dealing with the case will be immediately suspended. If an independent inquiry found them guilty of delaying the payments, they will be dismissed from service.
If any government payment to any contractor or supplier was not made within 15 days of submission of the bill the clerk and accounts officer dealing with the case would be immediately suspended. If an independent inquiry found them guilty of delaying payment, they would be dismissed from service.
If any government officer delayed the passing of a bill for payment for more than fifteen days or passed a bill for payment without the goods and services being provided as per the terms of the contract, the officer will be immediately suspended and if found guilty of either delaying payment or colluding with the contractor or supplier and passing excess payment would be dismissed from service.
If action is not taken against the errant officer or clerk in time, his next superior will also be suspended and dealt with in a similar fashion.
Any government servant, once posted on an assignment, will not be posted to any other post or place unless his minimum tenure as per the service rules is completed. The only exception is if the person gets promoted. Any person who posts the person before his term will be jailed for interfering with the functioning of a government. Inadequate performance will not be a ground for transfer. In case of serious acts of omission or commission, the individual will be suspended and if found guilty by an independent inquiry will be dismissed from service.
All Government departments who provide goods or services to the public will fall under the preview of the Consumers Act. Every time the Government looses a case, the person responsible for the loss will be identified and punished.
Any Government servant who does not proceed on transfer after his tenure is completed for any reason whatsoever will be dismissed from service.