John Major's introduction of the Citizen's Charter in July 1991 was intended to mark a watershed in the provision of public services in the United Kingdom. Its subsequent evolution has attracted international attention and, according to the Government, the Charter, although less than half-way through its ten-year timescale, has resulted in significant improvements in public service delivery and has been instrumental in effecting a cultural change in the attitudes of public service personnel. These improvements have occurred within the context of a much wider series of measures pursued by Conservative Governments since 1979, all of which have resulted in a radically transformed public sector. The real significance of the Charter, however, is not easily reconciled with Governmental rhetoric. This paper defines the Charter programme and evaluates its rationale and impact.
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