Bandingkan kaedah

	Citizen's Charter Evaluation	Regulatory Enforcement Analysis
Bidang	Public Administration	Public Administration
Keluarga	Process / pipeline	Process / pipeline
Tahun asal	1991	1992
Pengasas	UK Citizen's Charter programme / OECD service-charter practice	Ian Ayres & John Braithwaite
Jenis	Evaluation framework	Analytical / strategic framework
Sumber perintis	OECD. Public governance, service delivery and citizen-centred public administration resources. OECD, Paris.	Ayres, I., & Braithwaite, J. (1992). Responsive Regulation: Transcending the Deregulation Debate. New York: Oxford University Press. ISBN: 9780195070705
Alias	Service Charter Evaluation, Citizen Charter Assessment, Public Service Standards Evaluation, Service Commitment Review	Responsive Regulation Analysis, Enforcement Pyramid Analysis, Compliance and Enforcement Analysis, Regulatory Strategy Analysis
Berkaitan	4	4
Ringkasan	A citizen's charter is a public statement of the service standards that citizens are entitled to expect from a public organisation — waiting times, response times, accuracy, courtesy and avenues of redress. Citizen's charter evaluation assesses whether an organisation actually meets the commitments it has published, by operationalising each standard, measuring real performance, and comparing performance against the promised threshold. Originating in the UK's 1991 Citizen's Charter programme and now embedded in OECD service-delivery and citizen-centred public-administration practice, charter evaluation turns service promises into accountable, measurable obligations.	Regulatory enforcement analysis examines how regulators secure compliance — when they persuade, when they punish, and how they choose between the two. Its central framework is responsive regulation, set out by Ian Ayres and John Braithwaite in their 1992 book, which argues that enforcement should be tit-for-tat and proportionate: start with dialogue and persuasion, but escalate up an enforcement pyramid to warnings, civil penalties, licence suspension and ultimately prohibition for actors who persist in non-compliance. The analysis maps a regulator's strategies onto this pyramid and assesses how well its responses are matched to the motivations of the regulated.