The article talks about using a "citizen's charter" to make public services more democratic. Instead of just the government deciding how services are provided, citizens get a say too. In Yogyakarta city, Indonesia, they used this idea to improve how birth certificates are given out. Before, it was confusing and slow to get a birth certificate because of all the rules and different agencies involved. But by involving citizens in the process, the quality of public services got better. This also made government officials more responsible for providing good services.