The second Administrative Reforms Commission, in its report on Citizen-Centric Administration, noted that for these Charters to serve as effective tools for holding public servants accountable, they should explicitly outline remedies, penalties, or compensations for failing to meet the standards described in the Charter. The commission made the following suggestions– 

• Internal restructuring should precede Charter formulation: A meaningful Charter aims to enhance service quality; merely stating this in the Charter is insufficient. There needs to be a thorough evaluation of the current systems and processes within the organization, and if necessary, these should be redesigned with new initiatives introduced. Citizens’ Charters implemented following these internal reforms are likely to be more credible and useful than those created as mere theoretical exercises without any system transformation. 
• One size does not fit all: A uniform approach presents considerable challenges and becomes even more complicated as the capabilities and resources required for implementing Citizens’ Charters vary widely across the country. Additionally, local conditions differ. The unequal distribution of Citizens’ Charters among States clearly illustrates this reality. For example, some agencies may require additional time to define and agree upon realistic service standards. In other cases, extra effort will be needed to motivate and prepare staff to engage in this reform initiative. Such organizations should be allotted time and resources to experiment with standards, grievance redress systems, or training. They may also need a longer period for restructuring the service delivery chain or implementing new systems. Hence, the Commission believes that the formulation of Citizens’ Charters should be a decentralized process, with the head office providing general guidelines. 
• Wide consultation process: Citizens’ Charters should be developed after thorough discussions within the organization and meaningful engagement with civil society. Expert insights should also be taken into account during this phase. 
• Firm commitments to be made: Citizens’ Charters need to be clear and provide definite promises regarding service delivery standards to citizens/consumers in quantifiable terms wherever feasible. Over time, efforts should focus on establishing more stringent service delivery standards. 
• Redressal mechanism in case of default: The Citizens’ Charter must explicitly outline the remedies that the organization is obligated to provide in the event it fails to meet the promised delivery standards. Additionally, citizens should have a complaints resolution mechanism available to address any service delivery failures by the organization.
• Periodic evaluation of Citizens’ Charters: Each organization is required to perform regular evaluations of its Citizens’ Charter, preferably through an independent agency. This agency should conduct an objective review of whether the commitments outlined are being fulfilled within the specified criteria. The findings of such evaluations must be utilized to enhance the Charter since it is a living document that should adapt to the evolving needs of citizens as well as advancements in processes and technology. A regular review of the Citizens’ Charter is thus essential. 
• Benchmark using end-user feedback : Continuous monitoring and evaluation of Citizens’ Charters is crucial even after their approval and publication. The quality of a Charter’s design and implementation can suffer if officials are not held accountable. In this regard, feedback from end-users can be a valuable tool for assessing the progress and outcomes of an agency implementing a Citizens’ Charter. This practice is standard for Charters introduced in the UK. 
• Hold officers accountable for results: All aforementioned points emphasize the necessity of making the leaders of agencies or appointed senior officials responsible for their respective Citizens’ Charters. The monitoring framework should assign specific accountability in cases of non-compliance with the Citizens’ Charter. 
• Include Civil Society in the process: Organizations must acknowledge and support the contributions of civil society groups in the development of the Charters, their dissemination, and facilitating transparency. In several States, involving civil society throughout this process has led to significant enhancements in the Charter’s content, compliance, and public awareness about the importance of this critical tool.