Citizen Charter

Responsible Citizen : Friendly Government

A Democracy is based on the principle of Government for the People. Citizens have the right to procure the services of the State’s administrative system. The queries and issues of the citizens will be accepted at the Citizen Grievance Centers and they will be issued a receipt for the same. The records of their queries and issues would be maintained in up to date and specific registers. A Board/ Information Table will be placed which would inform citizens about the activities of the particular department.

Most citizens are not aware of whom to contact for any particular issue, how to make an application, how to register a complaint, etcetera. Moreover, there is a maximum time limit for most of the executive tasks. The citizen can approach a senior officer for registering a complaint in case his issue is not attended to in the prescribed time limit. But this could happen only if the citizen is aware about all these facts. Ideally, such information should be accessible to every citizen in a Democracy. A government memorandum giving such details could be called a "Citizen’s Rights Charter”.

The Horticultural Department was separated from the Agricultural Department in 1991. The "Citizen Charter” is essential for giving administrative guidance and spreading awareness about Aid schemes among the farmers of Gujarat so that they progress quickly and in the right direction towards the cultivation of Horticultural Crops. It will also help in increasing the co-operation between the farmers and the Government so that Gujarat can progress and reach to greater heights in the field of Horticultural Crops. The Citizen Charter has been instituted with this end in mind and to provide more facilities by the Horticultural Crops Administrative Wing, in a prescribed time limit. The farmers can also forward their recommendations or complaints through this Charter.

In order to be able to constantly keep in touch with the Horticultural Department for co-operation as well as to be able to produce Television and Radio Programmes, the Citizen Charter contains information about the Contact Centres. The Horticultural Department wishes that horticultural farmers become increasingly aware about modern farming practices, and that all the interactions between the Department and the farmers are transparent and fair, so that everybody can make a contribution towards the State’s progress.

Structure of the Horticultural Department


State Level

Director of Horticulture




Departmental Level

Joint Director of Horticulture




District Level





(a) Expansion

Deputy Director of Horticulture


All Districts


(b) Canning

Assistant Director of Horticulture





Horticultural Officer


All Districts


Area Level (Expansion)

Horticultural Officer


2 - 4 Talukas


Area Level (Nursery)

Horticultural Officer


Each District

Whom to contact for any Horticulture related Query

No Detail (Level) Who to contact


At Taluka Level

Horticultural Officer


At District Level

Deputy Director of Horticulture


At Departmental Level

Joint Director  of Horticulture (1) Rajkot (2) Vadodara


At State Level (Gandhinagar)

Director of Horticulture, Krushi Bhavan, Sec 10/A

Citizens who visit the Citizen Grievance Centers will be treated with courtesy and respect. Arrangements to provide Application forms and other services will be made so that they do not have to wait in queues.

Whom to contact for any Grievance


If the issue related to the Horticultural Department at the village and Taluka level has not been resolved even after consulting the Horticultural Officer?

Deputy Director of Horticulture of the concerned District


If the issue at the village, Taluka and District level has not been resolved even after consulting the concerned Deputy Commissioner of Horticulture?

The concerned Joint Director of Horticulture Rajkot /Vadodara


If the issue at the district level has not been resolved even after consulting the concerned Deputy Commissioner of Horticulture?

Director of Horticulture,


Time limit for the resolution of each Activity

No Detail Time limit for resolution (Days)
1 Aid for cultivation of Fruits, Medicinal/Aromatic, Oil palm crops 60
2 Aid for cultivation of Flowers/ Betel crops 60
3 Net house for seedlings and Firm Structures for climbing plants 60
4 Aid for coordinated Fertilization/Pest Control 45
5 Aid for organic farming 45
6 Aid for Farm Mechanization 45
7 Aid for purchase of tools to maintain the quality of horticultural crops 45
8 Aid for onions and garlic/potato 60
9 Aid for establishing a productive co-operative society for fruits, flowers and vegetables 60

Documents necessary for procuring Aid under existing schemes

1. An application in the prescribed pro forma
2. A transcript of the 7-12 document
3. A transcript of the 8-A document
4. The farmer’s Affidavit
5. The Affidavit of Acceptance
6. The details of the farmer’s bank account
7. A reference letter of the Government accountant or Revenue officer

This is the way of sensitive Administration

Why has the common man’s faith in our government declined? I have made a common observation that all those who have had to deal with the government system have always had a sense of helplessness.

What causes this helplessness?

Due to some deficiency or rigidity in the structure of the governance system, it has become insensitive towards the common man. This is the impression, which any person who steps into a Government office, carries with him. It is a reality that the employees and officers of government offices hail from the same society which constitutes of the common man who visits these offices to get his work done. But as soon as the former become part of the government structure, they lose their sensitivity! Everyone has experienced this mentality.

If the people’s faith in democracy has to be re-established, then they need to be made confident about the government structure. The feeling of helplessness, aloofness and dependence that arise due to the present system need to be removed, if the belief of people in government has to be re-established. The sense of empathy needs to be present in the employees and officers at all levels of the government.

I have presented this aspect of the government structure as there is no alternative to reaffirm people’s faith in the government.

I have felt that the common man has no knowledge of his rights and the duties of the government system. And there is no system of informing people about what the government owes them. Nobody has wished or worried about this aspect even after fifty years of Independence. And this neglect has led to the desire for change in Gujarat’s system of governance: change in the structure, the need for awareness in the common man, and the responsible attitude that government employees need to adopt towards the people they serve.

This is the role that the Citizen Charter needs to perform.

If any person walking into a government office has fundamental information about his rights, at least he will be able to assert those rights. I know that it is unfortunate that even after fifty years of Independence such an arrangement needs to be made, but it is the stark reality.

The Citizen Charter has been implemented in the government structure, not only in the Office of the District Collector, but also in all the government offices which come in direct contact with the people they serve. The Citizen Charter has been enforced in Panchayats, Ration Shops, Local Police, Departments of Accounts, Road Transport Offices, Octroi and Taxes, City Development Organizations and Departments of Health Education. This is due to the fact that the duties and obligatory activities differ at different levels of the government. Every citizen who approaches a government department should be aware of his rights, how his affair or petition will be handled, how much time will be taken to resolve the issue, and in case his petition is rejected, the department is bound to provide a valid reason. Any citizen approaching any government office has a right to this information. I believe that this is a quiet revolution which will have far-reaching effects. The Citizen Charter is not an idealized arrangement which will be published in a booklet for self gratification. The District Collector will be directly responsible for its enforcement at the district level.

Every government employee or officer will have to be aware and sincere towards his duties. He will need to provide assurance of his responsibilities. Rejected petitions will have to be justified in detail. The exact process and the time limit for each activity will have to be displayed publicly. Computers will be employed to make sure that petitions are not misplaced or mismanaged. Transparency will take the place of the corruption and malpractices in the system.

These rights belong to the citizens. For complete information the Citizen Charter will be placed in such a way that it would be easily accessible. The citizens will be provided with complete information about the documents that they need to supply with each petition. An attitude of discipline to work systematically, and clear definition of work profiles, needs to be inculcated in the employees and officers in order to avoid bottlenecks and unnecessary burden of work.

It is hoped that the Citizen Charter will be the foundation of the common man’s enjoyment of his rights, and his confidence in the government.

The Desired Path

This is the way to make the democracy responsible towards its citizens. It is the road that will lead to people’s awareness of their rights. This is the path which will lead to the resolution of the problems of the rigidity, the paralysis, the stagnancy and the insensitivity present in our democratic system.

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