Good Governance and Accountability

What to remember

• Good governance means a government that is participatory, transparent, accountable, responsive, fair and efficient, and that follows the rule of law. Tools for it are e-governance, Citizen's Charters, the Right to Information Act, 2005, social audit and laws that guarantee public services.
• The RTI Act, 2005 gives every citizen the right to ask for information from public authorities. A reply is due within 30 days (48 hours where life or liberty is involved).
• Social audit is checking of a programme by the people it is meant for. It is compulsory under MGNREGA and Andhra Pradesh was an early leader in it.

Meaning and features of good governance

Governance is the way power is used to manage a country's economic and social resources. The idea of "good governance" became popular after the World Bank used it in 1989. In India, the Second Administrative Reforms Commission and many reports promote it.

Eight characteristics (as listed by the United Nations)

• 1. Participation
• 2. Rule of law
• 3. Transparency
• 4. Responsiveness
• 5. Consensus orientation
• 6. Equity and inclusiveness
• 7. Effectiveness and efficiency
• 8. Accountability

Accountability means that those who hold power must explain and answer for their actions and can be made to face results. It can be:

Transparency means that people can see how decisions are taken and how money is used. Accountability and transparency work together: without information, no one can ask questions.

Nolan principles for public life (from the United Kingdom) are selflessness, integrity, objectivity, accountability, openness, honesty and leadership. They are widely used in lessons on public ethics.

E-governance

E-governance means the use of information and communication technology to give government services and to make government work more efficient and open.

Models of interaction: G2C (government to citizen), G2B (government to business), G2G (government to government) and G2E (government to employee).

Key steps in India

• National e-Governance Plan (NeGP), 2006: built common service centres, state data centres and a state wide area network.
• Digital India (2015): aims to give digital infrastructure, services on demand and digital empowerment of citizens.
• Aadhaar: a unique 12-digit identity number issued by the Unique Identification Authority of India (UIDAI). The Aadhaar Act, 2016 supports its use in the delivery of subsidies and benefits.
• Direct Benefit Transfer (DBT): sends subsidy money straight to bank accounts and reduces leakage. The JAM trinity is Jan Dhan, Aadhaar and Mobile.
• UPI for instant payments, DigiLocker for digital documents, UMANG for many services on one app, MyGov for citizen participation and GeM for public purchase online.
• CPGRAMS is the central online system for public grievances.
• Andhra Pradesh examples: Mee Seva centres and portals for certificates and bills; the Public Grievance Redressal System (PGRS, earlier called Spandana); and the village and ward secretariat system for service delivery.

Challenges: digital divide, weak connectivity in remote areas, low digital skill, data privacy and cyber security.

Citizen's Charter

A Citizen's Charter is a public promise by a department about the standard, time limit and cost of its services, and about how to complain if the promise is not kept.

• The idea began in the United Kingdom in 1991 (during the time of Prime Minister John Major).
• In India, a Conference of Chief Ministers in 1997 adopted an action plan to make administration accountable and citizen friendly, and Citizen's Charters were part of it.
• Sevottam (2005) is a quality model for service delivery, with three parts: charter, grievance redress and capability.
• The Charter is not a law, so a citizen cannot go to court only because a charter promise was broken. This is its weakness. A Right to Services law gives legal force.

Right to Information Act, 2005

• Aim: make government open and reduce corruption. It applies to Union and State public authorities and to bodies funded by government. Enacted in 2005; came fully into force on 12 October 2005.
• Public Information Officer (PIO): receives requests. Assistant PIO helps at sub-district level.
• Section 4: public authorities must publish information on their own (proactive disclosure).
• Section 6: how to apply; no need to give reasons for the request.
• Section 7: reply within 30 days; within 48 hours if life or liberty of a person is concerned.
• Section 8: exemptions, such as threats to national security or sovereignty, information protected by court, cabinet papers during deliberation, and personal information without public interest. Parts that can be separated are still given.
• Section 24: certain intelligence and security organisations are excluded, but allegations of corruption and human rights violation are covered.
• Appeals: first appeal to a senior officer in the same department; second appeal to the Information Commission (Central or State). The Central Information Commission is headed by the Chief Information Commissioner.
• Penalty: the Commission can fine a delaying or refusing officer. The fine is Rs 250 per day, up to a maximum of Rs 25,000.
• Link with Official Secrets Act: the RTI Act overrides it where it conflicts.

Social audit

Social audit is a process in which people check records of a programme, compare them with the work on the ground, and discuss results in a public meeting (Gram Sabha).

• MGNREGA Section 17 requires a social audit of works by the Gram Sabha. MGNREGA is being replaced by the Viksit Bharat-Guarantee for Rozgar and Ajeevika Mission (Gramin) Act, 2025 (VB-G RAM G, in force from 1 July 2026), which keeps Gram Panchayat social audits (twice a year).
• Andhra Pradesh set up an independent society for social audit, which became a model for other states.
• Meghalaya was the first state to pass a Social Audit law (2017).
• Social audit differs from financial audit: the CAG checks money by accounts; social audit asks the beneficiary whether the work was really done and whether it helped.

Public service guarantee and the Public Service Act

• Right to Public Services (service guarantee) laws fix the time within which a service must be given and punish officers who delay. Madhya Pradesh (2010) was the first state to pass such a law. Many states, including Bihar (2011), followed.
• At the Centre, the Citizens' Charter and Grievance Redress Bill, 2011 was introduced but it lapsed.
• A Public Services Act in general means a law that treats delivery of services as a legal right and links it to penalty and appeal. Another sense is the law governing civil servants' recruitment, promotion and conduct. Candidates should read the exact title of the law in a question.
• Other accountability tools: Lokpal and Lokayukta; Whistle Blowers Protection Act, 2014; the Central Vigilance Commission; CAG audit; parliamentary committees; and the media.

Ethics, grievance redress and the accountability chain

Good governance needs honest officers as well as good laws. Public service values include integrity, impartiality, objectivity, dedication to public service, empathy towards the weak and non-partisanship. A civil servant faces an ethical dilemma when two duties conflict, for example loyalty to a superior and duty to the public. The answer is to follow law, public interest and conscience, in that spirit.

Grievance redress is the process by which a citizen's complaint about a service is heard and settled. A good system has a single window for complaints, a time limit for reply, an appeal and regular review of data. Online systems such as CPGRAMS at the national level and state portals like the Public Grievance Redressal System (PGRS, formerly Spandana) in Andhra Pradesh make tracking easy. The Second Administrative Reforms Commission also advised that each department should have a clear grievance officer.

Chain of accountability: citizen to legislator, legislator to minister, minister to civil servant, civil servant to the field office. Each link is checked by a tool: elections, legislative committees, audit, courts, the Information Commission, vigilance bodies, the media and social audit. If one link is weak, the whole chain fails. This is why India uses many overlapping tools together and not just one law.

Participation: Gram Sabhas, ward committees, citizen's feedback, online polls and public hearings let people shape decisions. Good governance in a federal country also needs strong local governments, so the 73rd and 74th Amendments to the Constitution support panchayats and municipalities.

Exam traps

• 1. Citizen's Charter vs Right to Services law: The charter is a promise without legal force; the law is enforceable.
• 2. RTI time limit: 30 days normally; 48 hours for life or liberty.
• 3. Section 4 vs Section 6: Section 4 is proactive disclosure; Section 6 is how to apply.
• 4. Section 8 vs Section 24: 8 lists exemptions; 24 covers the excluded organisations.
• 5. Social audit vs financial audit: one by the people, the other by the CAG or auditors.
• 6. NeGP vs Digital India: NeGP 2006; Digital India 2015.
• 7. First Right to Services law: Madhya Pradesh in 2010, not Bihar.
• 8. DBT vs Aadhaar: DBT is a payment method; Aadhaar is the identity.

One-liners

• 1. The RTI Act was enacted in 2005.
• 2. A PIO must reply to an RTI request within 30 days.
• 3. Section 4 of the RTI Act deals with proactive disclosure.
• 4. The penalty for delay is Rs 250 per day, up to Rs 25,000.
• 5. The Citizen's Charter idea began in the UK in 1991.
• 6. Sevottam was introduced in 2005.
• 7. The National e-Governance Plan began in 2006.
• 8. Digital India was launched in 2015.
• 9. The Aadhaar Act was passed in 2016.
• 10. MGNREGA Section 17 requires a social audit.
• 11. Meghalaya passed the first Social Audit law in 2017.
• 12. Madhya Pradesh passed the first public service guarantee law in 2010.

Practice questions

1. In which year was the Right to Information Act enacted in India?

   1. 2005
   2. 2010
   3. 2002
   4. 1997
   Answer

   A. 2005

   The RTI Act was enacted in 2005.

2. Within how many days must a Public Information Officer normally reply to an RTI request?

   1. 45 days
   2. 15 days
   3. 30 days
   4. 60 days
   Answer

   C. 30 days

   The normal limit is 30 days.

3. If an RTI request concerns the life or liberty of a person, the reply must be given within what time?

   1. 10 days
   2. 48 hours
   3. 24 hours
   4. 7 days
   Answer

   B. 48 hours

   Life or liberty cases need a reply within 48 hours.

4. Which section of the RTI Act deals with proactive disclosure by public authorities?

   1. Section 4
   2. Section 6
   3. Section 8
   4. Section 19
   Answer

   A. Section 4

   Section 4 requires authorities to publish information on their own.

5. Which section of the RTI Act lists the exemptions from disclosure?

   1. Section 6
   2. Section 4
   3. Section 20
   4. Section 8
   Answer

   D. Section 8

   Section 8 lists exemptions.

6. What is the penalty per day for an officer who unreasonably delays an RTI reply, subject to a maximum of Rs 25,000?

   1. Rs 500
   2. Rs 1,000
   3. Rs 250
   4. Rs 100
   Answer

   C. Rs 250

   The Commission can impose Rs 250 per day up to Rs 25,000.

7. Where is the second appeal under the RTI Act made?

   1. Lokpal
   2. Supreme Court
   3. High Court
   4. Information Commission
   Answer

   D. Information Commission

   The second appeal goes to the Central or State Information Commission.

8. In which country did the idea of the Citizen's Charter begin in 1991?

   1. Canada
   2. United States
   3. United Kingdom
   4. France
   Answer

   C. United Kingdom

   The Citizen's Charter idea began in the UK in 1991.

9. Sevottam, a quality framework for public service delivery, was introduced in which year?

   1. 2005
   2. 2011
   3. 1997
   4. 2015
   Answer

   A. 2005

   Sevottam was introduced in 2005.

10. The National e-Governance Plan (NeGP) was launched in which year?

    1. 2010
    2. 2006
    3. 2015
    4. 2000
    Answer

    B. 2006

    NeGP was approved in 2006.

11. Digital India programme was launched in which year?

    1. 2019
    2. 2012
    3. 2015
    4. 2006
    Answer

    C. 2015

    Digital India was launched in 2015.

12. Aadhaar numbers are issued by which authority?

    1. Election Commission
    2. NITI Aayog
    3. Reserve Bank of India
    4. UIDAI
    Answer

    D. UIDAI

    UIDAI issues the 12-digit Aadhaar number.

13. What does the JAM trinity stand for?

    1. Jan Dhan, Aadhaar, Mobile
    2. Justice, Audit, Merit
    3. Jobs, Aid, Money
    4. Jan Dhan, Aadhaar, Market
    Answer

    A. Jan Dhan, Aadhaar, Mobile

    JAM means Jan Dhan accounts, Aadhaar and Mobile.

14. Which Section of MGNREGA requires social audit of works by the Gram Sabha?

    1. Section 4
    2. Section 17
    3. Section 22
    4. Section 30
    Answer

    B. Section 17

    Section 17 of MGNREGA provides for social audit.

15. Which state passed the first Social Audit law in India in 2017?

    1. Odisha
    2. Andhra Pradesh
    3. Meghalaya
    4. Rajasthan
    Answer

    C. Meghalaya

    Meghalaya enacted the first state Social Audit Act in 2017.

16. Which state passed the first public service guarantee law in India in 2010?

    1. Gujarat
    2. Kerala
    3. Bihar
    4. Madhya Pradesh
    Answer

    D. Madhya Pradesh

    Madhya Pradesh passed the Lok Sewa Guarantee Act in 2010.

17. Which of the following is NOT one of the eight characteristics of good governance?

    1. Secrecy
    2. Transparency
    3. Participation
    4. Rule of law
    Answer

    A. Secrecy

    Secrecy goes against transparency, so it is not a characteristic.

18. The online portal CPGRAMS is used for what purpose?

    1. Land survey
    2. Public grievance redress
    3. Passport printing
    4. Tax filing
    Answer

    B. Public grievance redress

    CPGRAMS is the central public grievance system.

19. Which Act of 2016 supports the use of Aadhaar for delivery of subsidies and benefits?

    1. RTI Act, 2005
    2. Information Technology Act, 2000
    3. Aadhaar Act, 2016
    4. Digital Services Act, 2016
    Answer

    C. Aadhaar Act, 2016

    The Aadhaar Act, 2016 supports Aadhaar use for subsidies and benefits.

20. Which one of the following is an e-governance model where the government interacts with businesses?

    1. G2B
    2. G2E
    3. G2C
    4. C2C
    Answer

    A. G2B

    G2B means government to business.

21. A citizen's charter promise is not met by a department. What is the main legal weakness of the charter?

    1. It is written in English only
    2. It is valid only in cities
    3. It is not legally enforceable
    4. It is a criminal law
    Answer

    C. It is not legally enforceable

    A charter is a promise with no legal force.

22. A villager wants to see the muster rolls of a rural job scheme works. Which tool lets citizens check records and work on the ground in a public meeting?

    1. Cabinet note
    2. Social audit
    3. Judicial review
    4. Budget speech
    Answer

    B. Social audit

    Social audit lets beneficiaries check records and work in a Gram Sabha.

23. A citizen applies to a Public Information Officer. Which of the following must the citizen provide under the RTI Act?

    1. A court order
    2. The reasons for the request
    3. A recommendation by an MLA
    4. The application with fee as prescribed, but no reason
    Answer

    D. The application with fee as prescribed, but no reason

    The applicant need not give reasons for seeking information.

24. The Right to Information Act does not apply in full to which kind of bodies listed in Section 24?

    1. Certain intelligence and security organisations
    2. Public sector banks
    3. Municipal corporations
    4. Universities
    Answer

    A. Certain intelligence and security organisations

    Section 24 excludes certain intelligence and security organisations, with exceptions for corruption and human rights violations.

25. Which of the following is the digital locker service for storing government-issued documents?

    1. UMANG
    2. DigiLocker
    3. MyGov
    4. GeM
    Answer

    B. DigiLocker

    DigiLocker stores documents digitally.

26. Which of the following is the government online marketplace for public procurement?

    1. DBT
    2. UPI
    3. MyGov
    4. GeM
    Answer

    D. GeM

    GeM (Government e-Marketplace) is used for public purchase.

27. In Andhra Pradesh, which of the following is a grievance redress programme of the state government?

    1. Spandana
    2. Digital India
    3. Aadhaar
    4. Sevottam
    Answer

    A. Spandana

    Spandana is the AP grievance redress programme; Sevottam and Digital India are national.

28. Who gave the seven principles of public life (selflessness, integrity, objectivity, accountability, openness, honesty and leadership)?

    1. Hunter Commission
    2. Nolan Committee
    3. Santhanam Committee
    4. Kautilya Committee
    Answer

    B. Nolan Committee

    The Nolan Committee in the UK set out these principles.

29. Consider the statements. 1. The RTI Act applies to Union and State public authorities. 2. An applicant must state why he wants the information. Which is/are correct?

    1. Both 1 and 2
    2. 2 only
    3. 1 only
    4. Neither
    Answer

    C. 1 only

    No reason is required, so only statement 1 is correct.

30. Consider the statements. 1. A Citizen's Charter is a legally enforceable guarantee. 2. A Right to Services law fixes time limits and penalties. Which is/are correct?

    1. 1 only
    2. Both 1 and 2
    3. Neither
    4. 2 only
    Answer

    D. 2 only

    A charter is not enforceable; the law is, so only statement 2 is correct.

31. Consider the statements. 1. Social audit is done by the beneficiaries of a programme. 2. Financial audit of government accounts is done by the CAG. Which is/are correct?

    1. Both 1 and 2
    2. 1 only
    3. 2 only
    4. Neither
    Answer

    A. Both 1 and 2

    Both are correct.

32. Consider the statements. 1. NeGP started in 2006. 2. Digital India started in 2015. Which is/are correct?

    1. 1 only
    2. Both 1 and 2
    3. 2 only
    4. Neither
    Answer

    B. Both 1 and 2

    Both are correct.

33. Consider the statements. 1. Section 4 of the RTI Act requires proactive disclosure. 2. Section 8 lists exemptions from disclosure. Which is/are correct?

    1. 1 only
    2. 2 only
    3. Both 1 and 2
    4. Neither
    Answer

    C. Both 1 and 2

    Both are correct.

34. Consider the statements. 1. Accountability means those in power must answer for their actions. 2. Transparency means decisions and use of money are open to people. Which is/are correct?

    1. 1 only
    2. 2 only
    3. Neither
    4. Both 1 and 2
    Answer

    D. Both 1 and 2

    Both statements correctly define the terms.

35. Consider the statements. 1. Madhya Pradesh passed the first public service guarantee law. 2. Meghalaya passed the first social audit law. Which is/are correct?

    1. Both 1 and 2
    2. 1 only
    3. 2 only
    4. Neither
    Answer

    A. Both 1 and 2

    Both are correct.

36. Consider the statements. 1. DBT sends subsidy money directly to bank accounts. 2. DBT is an identity number issued by UIDAI. Which is/are correct?

    1. Both 1 and 2
    2. 1 only
    3. 2 only
    4. Neither
    Answer

    B. 1 only

    Aadhaar, not DBT, is the identity number from UIDAI.

37. Match the term with its meaning: 1. G2C - government to citizen; 2. G2B - government to business; 3. G2G - government to government. Which pairs are correct?

    1. 1 and 2 only
    2. 2 and 3 only
    3. 1, 2 and 3
    4. 1 and 3 only
    Answer

    C. 1, 2 and 3

    All three pairs are correct.

38. Match the tool with its use: 1. CPGRAMS - grievance redress; 2. UMANG - many services on one app; 3. GeM - tax audit. Which pairs are correct?

    1. 2 and 3 only
    2. 1 and 3 only
    3. 1, 2 and 3
    4. 1 and 2 only
    Answer

    D. 1 and 2 only

    GeM is for public procurement, not tax audit.

39. Match the RTI Section with its subject: 1. Section 4 - proactive disclosure; 2. Section 7 - time limit for reply; 3. Section 24 - exempt organisations. Which pairs are correct?

    1. 1, 2 and 3
    2. 1 and 2 only
    3. 2 and 3 only
    4. 1 and 3 only
    Answer

    A. 1, 2 and 3

    All three pairs are correct.

40. Match the item with its year: 1. RTI Act - 2005; 2. Aadhaar Act - 2016; 3. Citizen's Charter idea in the UK - 1997. Which pairs are correct?

    1. 2 and 3 only
    2. 1 and 2 only
    3. 1 and 3 only
    4. 1, 2 and 3
    Answer

    B. 1 and 2 only

    The UK charter idea began in 1991, not 1997.

41. Match the accountability type with its example: 1. Political - ministers answer to the legislature; 2. Legal - court review; 3. Financial - media report only. Which pairs are correct?

    1. 1 and 3 only
    2. 2 and 3 only
    3. 1 and 2 only
    4. 1, 2 and 3
    Answer

    C. 1 and 2 only

    Financial accountability is audit by the CAG, not just media reports.

42. Match the body with its role: 1. UIDAI - Aadhaar; 2. Information Commission - RTI appeals; 3. Gram Sabha - social audit meeting. Which pairs are correct?

    1. 1 and 2 only
    2. 2 and 3 only
    3. 1 and 3 only
    4. 1, 2 and 3
    Answer

    D. 1, 2 and 3

    All three pairs are correct.

43. Which of the following best describes the Mee Seva system in Andhra Pradesh?

    1. A police force
    2. Citizen service delivery through centres and portals
    3. A court for service cases
    4. A bank for farmers
    Answer

    B. Citizen service delivery through centres and portals

    Mee Seva delivers government services to citizens through centres and portals.

44. Which of the following is a weakness of e-governance in India?

    1. Digital divide in remote areas
    2. Too many cash payments
    3. Too little paperwork
    4. Lack of any law
    Answer

    A. Digital divide in remote areas

    Uneven connectivity and digital skills create a digital divide.

45. The idea of 'good governance' became widely used after which international body used it in 1989?

    1. World Health Organization
    2. International Court of Justice
    3. World Bank
    4. UNESCO only
    Answer

    C. World Bank

    The World Bank popularised the term in 1989.