A field review in Mymensingh found that citizen charters were available in only five of at least 40 government offices, leaving many residents without clear information on public services. The offices surveyed included the district administration, police superintendent’s office, public works, roads, agriculture, social services, passport, BRTA, land offices and hospitals. Where charters were present, they were often not displayed prominently, covered in dust, incomplete or outdated.
The absence of accessible charters means citizens often do not know required documents, official fees, service timelines or responsible officers. Residents said this forces them to visit multiple officials and increases dependence on staff, acquaintances or brokers. Ferdousi Begum, seeking service at the district administration’s land acquisition branch, said she had no way to know beforehand where to apply, what documents were required or how much she would need to pay.
The 2017 cabinet division guideline requires service details, payment methods, timelines and responsible officers’ contact information. It also provides complaint channels and specified resolution periods. District Commissioner Md Saifur Rahman said every office should have a charter and that offices lacking one would be monitored and face action.
জনগণের সরকারি সেবা পাওয়ার অধিকার নিশ্চিত করতে প্রতিটি দপ্তরে সিটিজেন চার্টার থাকার কথা থাকলেও ময়মনসিংহের অনেক অফিসে এর অস্তিত্ব নেই। এতে করে সেবা পেতে প্রয়োজনীয় কাগজপত্র, নির্ধারিত ফি, সময়সীমা এবং দায়িত্বপ্রাপ্ত কর্মকর্তা কে—এসব তথ্য জানতে গিয়ে ভোগান
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