This document is the 12th report of the Second Administrative Reforms Commission (ARC) of India on citizen centric administration. Some key points: - It discusses the concept of citizen centric administration and importance of placing citizens at the center of governance for stability, transparency and efficiency. - It outlines various prerequisites and core principles for citizen centric governance like rule of law, decentralization, transparency, civil service reforms etc. - It examines different strategies, tools and mechanisms to make administration more citizen centric like use of technology, citizens' charters, grievance redressal mechanisms, citizens' participation etc. - It provides details on functions of government, special institutional mechanisms, process simplification