The Citizen's Charter, which John Major launched as the Tories' "big idea" for the 90s, is rapidly breeding mini-charters setting new standards for most public services. Fred Emery reports from hospitals, schools, trains and refurbished benefits and job centres on how citizens are using their rights. Can the charters deliver their promise of public services more responsive to consumers or is the Prime Minister's initiative destined to be written off as a gimmick?