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Governance Mains - Thank you
Corporate Law (BLAW 2001)
Savitribai Phule Pune University
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- Need and importance of Government Policies o Growth and development o Human development and human capital formation o Equality (interpersonal and interregional) and social justice o Unity and integrity o Trust between state and citizens
- Effective Implementation o What is effective implementation? Best outcomes in view of given time, resources and constraints o Analysis of different important schemes
- Government intervention Good Governance-Role of institutions, bureaucrats and other stakeholders Transparency and accountability Optimum use of resources- Right targeting, plugging leakages and wasteful expenditure, use of available knowledge, research and innovation. Monitoring and evaluation- Outcome budget, zero base budgeting, input output analysis, cost-benefit analysis Setting up institutions and regulatory norms task forces, steering committees and review committees.
- Development process and industry Difference between Growth and Development Main Constraints of development Main Stakeholders in development process Self Help Groups Meaning Importance Objectives Institutional Structure and organization Funding Micro Finance Meaning and importance Objectives Structure and Organization Advantages Micro Finance in India Non-Government Organizations What are NGOs? Difference between Non Government Organizations (NGOs) and International Non Governmental Organizations (INGOs) United Nations Criteria for INGO and NGO NGOs and development projects NGOs and Community development NGOs involved in relief and rehabilitation NGOs involved in disaster management NGOs and advocacy
- Important aspects of governance, transparency and accountability Citizen centric governance Features of good governance Legislative accountability Administrative accountability
Judicial accountability Ombudsman Whistleblowers concept Anti corruption machinery Role of citizens Role of media Social audit Systematic reforms 6. e-Governance Introduction Applications Models Successes Limitations Future prospects 7. Citizens Charters Citizens Charters Introduction Models Features CC in India Issues in CC implementation Reform needed 8. Role of civil services in a democracy Concept of civil services Need for civil services Different role of civil services Law making Policy formulation Policy implementation Policy evaluation Civil services as protector of democracy To protect minorities (religious and linguistic) To promote Inclusive and sustainable growth 9. Pressure groups and formal/informal associations and their role in the Polity What are pressure groups? Types The significance of pressure groups in India Differentiate between a pressure group and a political party Evaluation of pressure groups role
- Appointment to various Constitutional posts, powers, functions and responsibilities of various Constitutional Bodies Appointment of CAG (procedure of appointment) - composition of CAG Functions and responsibilities of CAG Powers and privileges of CAG (provided by constitution and different ACTs of Parliament.) Appointment of ECI (procedure of appointment) - composition of ECI Functions and responsibilities of ECI Powers and privileges of ECI (provided by constitution and different ACTs of Parliament) Appointment to UPSC (procedure of appointment)- composition of UPSC
Pressure groups and Democracy Criticism of pressure groups
Table of Contents
I. Governance – A Conceptual Introduction........................................................................................... 4
II. Representation of People Act............................................................................................................. 10
III. Citizen Centric Administration........................................................................................................ 10 1. Concept of Citizen Centric Administration..................................................................................................................... 10 2. Functions Of Government...................................................................................................................................................... 16 3. Citizen’s Charters...................................................................................................................................................................... 20 4. Citizen’s Participation in Administration....................................................................................................................... 25 5. Decentralisation and Delegation....................................................................................................................................... 29 6. GRIEVANCE REDRESSAL MECHANISM............................................................................................................................ 31 7. Consumer Protection............................................................................................................................................................... 33 8. Special Institutional mechanism........................................................................................................................................ 35 9. Process Simplification............................................................................................................................................................. 37
I. Governance – A Conceptual Introduction
Governance o Governance is the exercise of economic, political and administrative authority to manage a country’s affairs at all levels. It comprises the mechanisms, processes and institutions through which citizens and groups articulate their interests, exercise their legal rights, meet their obligations and mediate their differences
Government Governance Government is the structure which enables and facilitates the process of governance.
Governance is the process where-by various actors work for the welfare of the people It is the machinery and an organ which wields power of the State, it includes the Executive, legislature and the judiciary.
It is carried out by various entities including the State and other institutions existing outside of it, which includes Civil Society, NonGovernmental Organizations etc. It is a formal setup which interacts within itself and outside of it.
Though it evolves out of the formal setup of the State, it expands the scope of government and also intensifies the service delivery provided.
- Good Governance World Bank defines the term Good Governance o Good governance is epitomized by predictable, open and enlightened policy-making, a bureaucracy imbued with professional ethos acting in furtherance of the public good, the rule of law, transparent processes, and a strong civil society participating in public affairs Kautilya on Good Governance
o king of a welfare state = happiness of the king lies with the happiness of his subjects, their welfare is his welfare, he should not act for his own pleasure but for the pleasure of his subjects. o imperatives of good governance Guide the administration effectively Take the middle path, avoiding the extremes without missing the goal Maintain law and order of state Pay fixed salary and emoluments to the public servants Lay emphasis on the writers Lead a disciplined life with morality and ethics Merge his individual personality with his duty Display administrative qualities Carry out strong measures against corrupt officials Replace bad ministers with good ones Plato on Good Governance o conflicting values in society can be harmonised. o rational and righteous political order leads to harmonious unity of society where every part flourishes, without the expense of the other. Aristotle on Good Governance o first person to deal with the term ‘governance’ when he classified political organisation based on the manner they are ruled as Dictatorship, Autocracy and Democracy. o In his book Nicomachean Ethics, describes that only when man lives with virtue, he can live a happy life as intended by nature. o other book Politics ORIGIN OF THE MODERN CONCEPT OF GOOD GOVERNANCE o emerged at the end of 1980s, an era of tumultuous global political scenario. The collapse of Berlin wall on November 1989 triggered chain of events which ultimately led to the disintegration and collapse of Soviet Union o These political changes brought about the serious discussion on how a state has to be devised in order to achieve- economic development, or in other words a discussion on good governance
Elements of Good Governance Political accountability Regular election to legitimize the exercise of political power Rule of law Participation of various social, economic, cultural and professional groups in the process of governance Bureaucratic accountability Independence of judiciary Freedom of information Transparency Effective and efficient administrative system Cooperation between the civil society and government.
Three Dimensions of Governance Political Governance
o secures dignity and honour for all human beings, irrespective of their sex, colour, caste, and creed o provide them with opportunities for their well-being. o No human being should be excluded from the mainstream functioning of the society Responsiveness o All stakeholders = have to be served within a reasonable time frame by institutions Consensus oriented o not all individuals are bound to have same interests. o mediate difference of interests = through a broad consensus and arrive at a solution which is in best interest of the society as a whole. Effectiveness o governmental institutions & processes should make use of resources available effectively in optimal level for development and to meet the needs of society. o help government economically. Efficient o resource usage = efficient manner = sustainable, no wastage = environmentally conscious Responsibility o legislators responsible for keeping a constant vigil on administration to maintain strong value and spirit to serve the people. o duty of legislators, as people’s representatives, to listen to aspirations, political views and issues of people and create law that satisfies the collective interests of people. Fair judiciary: o George Washington = “administration of justice is the pillar of government”. o protect the citizens from the wrongful acts of the government Empowerment: o civil society should encourage and harness political energy of people by making them take part in societal development. o empowers the marginalized and disadvantaged people = by letting them be a part of decision-making process, since they are victims of the government’s inaction and apathy. Clean bureaucracy: o bureaucrats, who implement the policies = genuine and easy mechanism for information sharing, effective grievance redressal mechanism o free from all kinds of graft and corruption. o impartial, alert, dignified with ethical qualities imbibed.
- Forms of Good Governance Catalytic Government = gov be steering rather than rowing = bring in public sector, private sector & non-governmental sector players into administrative action to solve societal problems. Community-owned Government = gov should empower rather than serve = include communities, citizens and families in service delivery, since they are intended recipients Competitive Government = government, to increase performance and reduce cost, should inject competition among various service providers by rewarding efficiency and economy. Mission-driven Government = Transforming rule-oriented gov into goal-oriented government = driven by its goals and not by its rules and regulations Results-oriented Government = measure performance of its service agencies in terms of outcome & not inputs Customer-driven Government Enterprising Government emphasize more on earning money rather than spending it.
Anticipatory Government Governments should prevent problems rather than trying to cure them once when they occur. Decentralized Government Market-oriented Government should utilize a market mechanism rather than a bureaucratic mechanism to provide service to public
State, Market and Civil Society Present era of neoliberalism demands a minimalist state. But UNDP report portrays = that human development indices = have dropped significantly in countries where state’s role got shrunk. As per World Bank, 1992 =state has a new and far more important role to play in bringing together interests of public & private institutions while taking social actions. taking over the role of state by market forces has been propounded = by Public Choice Theory.
Public Choice Theory Public choice theory refers to the use of tools of economy to deal with the traditional problems associated with political science. analysis of collective decision making. evolution of public choice approach took place within the ambit of economics and focused on people’s choice in selecting the public services. o This theory envisages market-like competition in delivery of public services where the public are considered to be the customer Public choice theory = helped in understanding the actual basis of functioning of the bureaucrats & politicians o helped in creating an alternative to the formal setup, thereby empowering the citizens PCT = in strict opposition to formal bureaucratic model of the state. o in support of market forces taking over the role of the bureaucracy o theory developed because of the inefficiency and ineffectiveness of bureaucratic system. State seemed to function without any parallel system = only provider of certain services people had no choice but to be dependent on government Government barred with red-tape and corruption = not able to provide such essential services PCT o gave power and choice to people o tried to dilute the existing bureaucratic system and allow market forces to penetrate whereby competitive environment is created. o When such free-market competition is created, it would ensure that bureaucracy is faced with only choice that it either adapts to market mechanisms or withers away o Entry of market forces are a boon to public = have option to choose who provides them the services they need o Bureaucracy & state in order to survive will try to bring in changes to its functioning, thus it would naturally become efficient and effective in the longer run.
New Public Management conservative economists advocated that the government should have a lesser role to play and the space created by withdrawal of the government has to be occupied by the market which alone can bring economic efficiency.
because private sector will not venture into such acts = motivated by profit. o state also needs to protect its vulnerable section. Not all the section of the society get representation by the private players. o present concern about sustainable development and protection of environment can only be taken up by the state. private sector will tend to overlook such aspects in pursuit of profit
II. Representation of People Act
- Issues Related to Decriminalisation of Politics [K] Section 8 of Act, 1951 deals with disqualification on conviction for certain offences. o disqualification arises only on conviction & there is no disqualification prior to conviction even if a person is facing several serious charges. o EC proposed that Section 8 should be amended to disqualify those persons from contesting election who are accused of an offence punishable by an imprisonment of 5 years or more even when trial is pending, given that Court has framed charges against person. o To prevent misuse by ruling party, the Commission suggested a compromise whereas only cases led prior to six months before an election would lead to disqualification of a candidate. In addition, Commission proposed that candidates found guilty by a Commission of Enquiry should stand disqualified.
- Judgements 2002 = SC = PUCL v. UOI (2002) o every candidate, contesting an election = has to declare their criminal records, financial records and educational qualifications along with their nomination paper. 2005 = SC = Ramesh Dalal v. Union of India o sitting Member of Parliament (MP) or (MLA) shall also be subject to disqualification from contesting elections if he is convicted and sentenced to not less than 2 years of imprisonment by a court of law. 2000 = Lily Thomas v. Union of India o Section 8(4) of Act, 1951 is unconstitutional which allows MPs and MLAs who are convicted to continue in office till an appeal against such conviction is disposed off.
III. Citizen Centric Administration
- Preface American theologian Reinhold Niebuhr wrote, “Man’s capacity for justice makes democracy possible, but man’s inclination to injustice makes democracy necessary”. Inclusive Government o average citizen is concerned less with convolutions of governance and politics, or myriad structures and levels of government departments; than with obtaining rapid and equitable access to government services, preferably at his doorstep. o That is why, stability, transparency, efficency and continuity in governance systems that the citizens are most immediately concerned with, is necessary.
o This is idea of Inclusive Government.
Core Principles for making governance citizen centric: o Rule of Law - Zero tolerance strategy. o Making institutions vibrant, responsive and accountable. o Decentralization. o Transparency. o Civil Services Reforms. o Ethics in Governance. o Process Reforms. o Periodic and independent evaluation of the quality of Governance.
i) Concept of Citizen Centric Administration
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“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it.” - Mahatma Gandhi
How can the Government be citizen centric? Participative and transparent effective, efficient and responsive to citizens. ethos of serving the citizens should permeate all government organizations. government organisations should be accountable to the people. promote the welfare of its citizens o evaluation of functioning of institutions of governance will ultimately have to be based on satisfaction they provide to common man. o prominence would need to be attached to the voice of the citizens themselves.
Good Governance and Citizen Centric Administration Kautilya = Arthashastra o “in the happiness of his subjects lies his happiness, in their welfare his welfare, whatever pleases himself, he does not consider as good, but whatever pleases his subjects he considers as good”. Mahatma Gandhi = concept of ‘Su-raj’. 8 attributes of GG o Consensus oriented o Participatory o Follows the rule of law relevant not only for relations between government & individuals enabling individuals to demand their rights but also for relations between individuals or businesses. [11th Plan] modern economic society depends upon complex interactions among private entities and these interactions can be efficiently performed only if legal rights are clear and legal remedies for enforcing these rights are swift [11th Plan] o Effective & efficient effective and efficient in delivering social & economic public services, which are its primary responsibilities. requires constant monitoring & attention to the design of programmes.
o divorce of authority from accountability o tendency towards micromanagement o structure in which form is more important than substance and procedures are valued over end results and outcomes. 5 th Central Pay Commission = public impression about civil servants o absolute size of bureaucracy is overgrown beyond what is fundamentally necessary. referred to as being “bloated”. numbers are increasing at a rapid pace, with scant regard for the work-load. o bureaucracy being top-heavy. o believed that they do not contribute to GDP. o alleged to waste a lot of time = come late to office, spend a large part of day in sipping tea, smoking & gossip, leave office early. o Low productivity = estimates of their actual working hours ranging from one to two-and- a-half hours in a day. o felt that bureaucrats are a law into themselves. hide behind mountains of paper, maintain uncalled secrecy in their dealings with public issues, take surreptitious decisions for considerations that are not always spelt out on paper, and are accountable to no one. o have life-time contracts of service which cannot be cut short on any ground defended as they are by the safeguards under Article 311 of Constitution.
- What’s Ailing Public Services? A Centre for Media Studies (CMS) study shows that a majority of citizens are not satisfied with delivery of public services. In most cases, citizens are not even aware that such systems exist & departments make no effort to educate them. o Even those who are aware have little confidence in them. behaviour of cutting-edge level employees is another concern. not turned into changing expectations of the citizens. possible initiatives at department level o strategic outsourcing of services o use of technology (like e-seva in Andhra Pradesh) o better commercial practices o performance-linked incentive to staff, periodic tracking of user satisfaction and involving resident welfare associations. experiment has been demonstrated to hold potential in case of Rogi Kalyan Samitis in Madhya Pradesh. can draw valuable lessons from British experiment of having public service agreements (PSAs) - with local governments under which objective and measurable targets for various services are fixed together with an evaluation mechanism. o funds are allocated to local governments on the basis of their achievement on PSAs.
Global Competitiveness Index Report (2008-09) [Look at recent]
- Barriers to Good Governance deficiencies in existing institutional structures Sound & Relevant laws made by Legislature = but not properly implemented by government functionaries institutional structure = weak and ill-conceived at times
o neither the capacity nor the resources to implement the laws in letter and spirit. o Inadequate capacity building of personnel lack of awareness about rights and duties and callous approach to compliance to laws on the part of some of the citizens Attitudinal Problems of Civil Servants o become wooden, inflexible, self-perpetuating & inward looking. o indifference and insensitivity to the needs of citizens. o enormous asymmetry in wielding of power at all levels o officers perceive themselves as dispensing favours to citizens rather than serving them and given abject poverty, illiteracy, etc. a culture of exaggerated deference to authority has become the norm. Lack of Accountability o inability within system to hold Civil Services accountable for their actions. o Seldom are disciplinary proceedings initiated against delinquent government servants & imposition of penalties is even more rare. o leading to a system of realistic and plausible alibis o Cumbersome disciplinary procedures o safeguards provided to civil servants = often been misused. o performance evaluation systems within government have not been effectively structured.
o complacency = resulted in employees adopting an apathetic or lackadaisical attitude towards citizens and their grievances. Red Tapism o Bureaucracies = are expected to adhere to rules & procedures = However, at times, these rules & procedures are ill conceived & cumbersome = do not serve their purpose. o servants = become overly pre-occupied with rules and procedures and view these as an end in themselves. o Manmohan Singh = emphasizing procedural reforms, stated No amount of investment in capabilities & technologies can improve performance & service delivery beyond a point if we continue to be prisoners of archaic procedures and processes. gives rise to so-called Inspector Raj = makes interface of a common citizen with government a cumbersome & daunting Low levels of Awareness of Rights & Duties of Citizens o Inadequate awareness about their rights prevents citizens from holding erring government servants to account. o low levels of compliance of Rules by the citizens o vigilant citizenry, fully aware of its rights as well its duties, is perhaps best way to ensure that officials as well as other citizens, discharge their duties effectively and honestly Ineffective Implementation of Laws and Rules o weak implementation =great deal of hardship to citizens = erode faith in government machinery.
- Pre-requisites of citizen centric governance/Good Governance Sound legal framework o basic pre-requisite for any orderly society. o Constitution = cornerstone of our legal framework. o Parliament has enacted a large number of laws to further objectives in Constitution.
o Monitoring and evaluation = important managerial functions = assume significance because of their large size in terms of the workforce coupled with their wide reach. Grievance redressal mechanisms. o Meeting expectations of citizens is a challenging task for any Government. o Sometimes, task is compounded due to internal inefficiencies while at other times, despite best efforts of public agency, external constraints prevent them from meeting these expectations o Addressing grievances of those citizens whose expectations are not fulfilled o internal grievance redressal mechanisms that public agencies & Government should develop so that citizens do not have to resort to costly alternatives such as judicial interventions, to seek redressal of their grievances. Active citizens’ participation – Public-private partnerships, Information Dissemination, Mechanisms, Target Group Consultation o giving a voice to citizens in governance process. o citizens as stakeholders can directly participate in decision making. o besides institutions such as Gram Sabha, citizens participation can be promoted by identifying, for example, identifiable stakeholders in delivery of specific public services.
- Core Principles of Making Governance Citizen Rule of Law-Zero Tolerance Strategy o exists tendency for some enforcement agencies not to rigorously enforce provisions of law = traffic related violations, civic offences, infringement of pollution control laws etc. o citizens = equally to blame for flouting rules o crackdown on offences = through Courts or otherwise, have tended to operate as campaigns = may therefore be unable to create & sustain a long term impact because they are driven by personalities or by court verdicts rather than by institutions themselves. o All public agencies should adopt a zero tolerance strategy towards crime = in order to create a climate of compliance = leading to maintenance of public order o This strategy should be institutionalized in various public agencies by creating appropriate statistical databases, to monitor level and trends of various types of offences and link these to a system of incentives and penalties Making Institutions Vibrant, Responsive and Accountable o ‘Rule of Law’ requires institutions - which are adequately empowered, properly structured & have right quality of personnel & resources at their disposal – for effective implementation. Active Citizens’ Participation – Decentralization and Delegation Transparency o Transparency in decision making, disclosure of standards of delivery and openness in every day functioning of administration Civil Service Reforms o Civil servants = attitude, competence, efficiency and approach to governance determines the experience that a citizen has with government. Ethics in Governance o Ethics = set of standards that society places on itself and which helps guide behaviors, choices and actions. o Corruption & abuse of office = manifestation of failure of ethics. o across-the-board effort is needed to fight deviations from ethical norms.
o Such an effort needs to include corporate ethics and ethics in business; there is need for ethics in every profession, voluntary organization and civil society structures as these entities are now vitally involved in process of governance. o ethics in citizen behaviour = because such behaviour impinges directly on ethics in government and administration. Process Reforms o well designed citizens’ charters with in-built penalties for non-adherence to commitments made, independent, empowered and effective anti-corruption agencies and innovative tools to involve citizens in government’s functioning. Periodic & Independent Evaluation of the Quality of Governance o what is not monitored, never gets done o need to periodically evaluate the quality of governance at all levels
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ii) Functions Of Government
Functions of Government Self preservation o authority of State needs to be preserved both from external aggression & internal disturbances. Government discharges this function by raising and maintaining a national army, a police force & other enforcement agencies and empowering these agencies through legislations. Supervision & Resolution of conflicts o Strengthening of democratic practices & processes, ensuring equity to all citizens, setting up of conflict resolution mechanisms and fair governance are some ways for minimization of conflicts. Socio-economic development o Enactment & effective enforcement of laws, assuring welfare of weaker sections, bringing about desirable social change are some measures which governments adopt to bring about socio-economic development. Regulation of economy o Adopting sound fiscal & monetary policies Provision of goods and services o with increasing emphasis on socio-economic development, governments today are major providers of different types of goods and services such as education, health, public distribution of foodgrains etc.
Categorization of Functions of Government a. Regulatory functions b. Service providing functions c. Developmental functions.
Regulatory Functions o Thomas Jefferson said government is created to secure the inalienable rights of all citizens - i., right to life, liberty & pursuit of happiness. o If everyone were to be allowed to pursue complete freedom for doing whatever he wants to do and to pursue his happiness, then it could lead to a situation where rights and freedom of other persons may be affected. o This necessitates the regulatory role of government.
Regulatory procedures to be simple, transparent and citizen friendly: minimize scope for corruption. Involving citizens’ groups, professional organizations in regulation activities: burden of enforcement machinery can be shared by associating citizens’ groups as well as professional organizations to certify compliance and report violations of regulations to concerned authorities. Recently, in Delhi = procedure for grant of building permissions has been simplified & registered architects have been authorized to certify the building plans for houses. o has reduced work of civic agencies, delays & corruption. Service Providing Functions o Gov provides a variety of services to citizens = education and health to infrastructural services like power, road, transport and water o ARC examined the issue of service delivery & recommended: Need for shift in emphasis from centralized control to decentralized action, from accountability to State department to accountability to local communities from employment guarantee to service guarantee. Functionally self-sufficient schools basic facilities & classroom requirements are provided in all urban schools within next two years. Joint Efforts Municipalities = should seek help of NGOs, corporate sector & individual volunteers for assistance in running schools. initiate a voluntary service element Changed Approach in Health Sector trend in urban areas to shift towards private healthcare needs to be seen as opportunity by city authorities to concentrate on public health as distinct from clinical services, & on preventive & not only curative aspects Institution Specific standards for assessment Institution specific standards should be prescribed for schools & hospitals third party assessments carried out to monitor performance Performance based incentives linking permanence in service to performance. Changes in way of Recruitment Recruitment for hospitals & schools should be made to an institution/society, moving away from non accountable State level recruitment. Need to develop a set of performance indicators concerned Ministry should maintain a State-wise database about performance of various service delivery systems. State should have database for services covering all municipal bodies. o Single Window System for Delivery of Services So that citizens need not run around different government offices service providing organization = re-engineer its processes = so that all services provided by it get delivered through a single outlet/unit. Another approach is to establish an organization which would create an infrastructure through which different government organizations are able to provide services to citizens at a single point of delivery.
Single Window Multi Channel Government (SWMCG) – Germany SWMCG = create ‘one-stop shopping’ agencies. ‘multi-channel’ approach integrates physical access & webbased access systems and offers single window service delivery through the following channels: 1. Municipal Internet Portal 2. Call Centres 3. Citizen Service Centres (CSCs) Role of ICT USA Government’s official web portal for all government transactions, services, & information - “usa”. direct.gov provides a single window web-enabled access to information and public services delivered by the UK government. In India = National Portal (india.gov) provides an interface to a large number of government organizations at Union and State levels. o Similarly, State Governments have constituted Single Window Agencies, especially for grant of industrial clearances. o These Single Window Agencies have nominees of all departments concerned. o It has been observed that these agencies, many a time, give only ‘in principle approval’ & applicant has then to seek formal approvals from each agency. o need to sufficiently empower these ‘single window’ agencies to enable them to provide relevant services. Developmental Functions of Government o Government = welfare & development programmes for promoting socio-economic upliftment of its citizens = poverty alleviation, employment generation, schemes to strengthen infrastructure, health and nutritional status of citizens etc. o implemented largely by State Governments through their machinery and through Local Governments. o ARC suggested principle of subsidiarity = implementation machinery for any programme. Citizens should be actively involved in all stages of these programmes i. planning, implementation & monitoring Mandatory social audit = for all programmes. Impact assessment should be carried out for all programmes at periodic intervals.
iii) Citizen’s Charters
Citizens’ Charter = instrument which seeks to make an organization transparent, accountable & citizen friendly. o set of commitments made by organization regarding standard of service which it delivers o essential components Vision & Mission Statement of organization. This gives desired outcomes & broad strategy to achieve these goals & outcomes. makes users aware of intent of their service provider & helps in holding organization accountable.
Governance Mains - Thank you
Course: Corporate Law (BLAW 2001)
University: Savitribai Phule Pune University
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