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Thursday, March 7, 2013

Citizen's/Clients Charter Document for Department of Pension and Pensioners' Welfare


CITIZEN'S /CLIENTS CHARTER
For
(Department of Pension and Pensioners' Welfare)
2012-13

Address
3rd Floor, Lok Nayak Bhavan
Khan Market, New Delhi 110003
Website ID
persmin.nic.in/pension
Date of Issue
February, 2013
Next Review.
January, 2014

2012-2013
Citizen's Charter Document for Department of Pension and Pensioners' Welfare

To ensure a life of dignity and respect for Central Government pensioners.
[         ]

  1. Formulation of pension Rules, Smooth and timely payment of pension and other retirement benefits for Central Government Employees.
  2. Constant review of rules/ regulations and procedures.
  3. Facilitating prompt redressal of the grievances and
  4. Promoting the welfare of pensioners.

[         ]

  1. Central Public Grievance Officers;
  2. Banks;
  3. Central Pension Accounting Office;
  4. Identified Pensioners Association.
[         ]
3rd Floor, Lok Nayak Bhavan, Khan Market, New Delhi.

[         ]

  1. Formulation of Pension Rules
  2. Issue of Guidelines/Instructions clarifying the Pension Rules
  3. Rendering advice/clarification on references received from various Ministries/departments concerning interpretation of various rules such as CCS (Pension) Rules, CCS (Commutation of Pension) Rules, etc.
  4. Issue of instructions regarding Fixed Medical Allowance to pensioners residing in non-CGHS areas.
  5. Convening meeting of SCOVA (Standing Committee on Voluntary Agencies) for getting suggestions and feed back from representatives of the pensioners on their problems.

Main Services/ Transactions
S. No Services/ Transaction Weight Responsible Person (Designation) Email Mobile (Phone) Process Document Required
Fees
Cate gory Mode Amount
1 Issuance of orders relating to grant of Dearness Relief to pensioners from time to time 30' Smt Sujasha Choudhary, DS, Under Secretary (G) sujasha choudhary.edu @nic.in 24635979 24644637 After receipt of the DA orders from Ministry of Finance, submit the draft order for approval of the concerned officer/ authorities. Ministry of Finance and C&AG to be referred for approval. DA Orders   NA. NA
            Convey the decision within the prescribed days. The number of days prescribed      
2 Redressal of grievances by Forwarding of grievances received in the department through CPENGRAM and monitoring thereof 30 Smt. Tripiti P.Ghosh, Director. tripti. ghosh @nic.in, 24624802 Acknowledgement of the receipt of grievances Citizen Charter of the Department   NA NA
Check the web for online grievances. Assessment of receipt Various web records, physical papers.      
3 Dissemination of information relating to pension Policy and Rules through Website/Pension Porta 30 Smt. Tripti P. Ghosh, Director (PP)Shri Harjit Singh, DS (PW) Tripti.ghosh @nic.inHarjit.singh59 @nic.in 2462480224624752 Update the portal as per the time limit prescribed in the Charter Documents effecting Pension Policies and Rules NA NA NA
4 Information Centre at Lok Nayak Bhavan   Sh. Kailash Chander, US Kailash. chander12 @nic. in 24644633          

Service Standards
S.No
Services/ Transaction
Weight
Source Indicators
Service
Standard
Unit
Weight
Data Source
1
Issuance of orders
relating to grant of
Dearness Relief to
pensioners from time
to time
35.0
Whether service standards met.
15
Days
5.00
Ministry of Finance instructions of
Dearness Allowance
2
Facilitating Redressal of
grievances
by Forwarding of
grievances received in
the department through
CPENGRAM and
35.0
Whether service standards met.
within 5 days
forwarded
and
reviewing
every 3
months
Days
10.00
Web records and receipts, CPENGRAMS,
CPGRAMS
-
3
Dissemination of
information relating to
pension Policy and Rules
through Website/
Pension Portal
30.0
Whether service standards met
30
Days
15.00
Web records and orders issued

Grievance Redress          Website url to lodge http://pgportal.gov.in/
S.No
Name of the Public Grievance Officer
Helpline
Email
Mobile
1
Smt. Tripti P.Ghosh
24624802


List of Stakeholders/ Clients
S.No
Stakeholders/ Client
1
User Government of India Ministries/ Departments
2
Pensioners/ Family Pensioners
3
Pensioners Associations
4
Banks/ Treasuries/ Post Offices        .
5
Serving Employees


Responsibility Centers and Subordinate Organizations
S.No
Responsibility Centers and Subordinate Organizations
Landline Number
Email
Mobile Number

Address
1.
Nil





Indicative Expectations from Service

S.No
Indicative Expectations from Service Recipients
1
Continuous feedback on quality of service rendered.
2
Approach first the concerned administrative Ministry/ Department/ fields formation for redress of grievances
3
Provide a clear statement of grievances, along with details of officers already approached for redressal, with documents.
4
Appreciate/understand that some grievances which involve intra and/or inter departmental consultations may take more time to be
redressed.
5
Use of Pensioners' Portal on regular basis particularly use of CPENGRAMS for filling on-line grievances where full information such as
a. Name
b. Full Address
c. Office from which retired (name of the office may be indicated in full)
d. Post held at the time of Retirement(and the scale of pay)
e. If Pension has been sanctioned, quantum may be specified
I. The particulars of the Accounts Officer who issued the PPO.
II The particulars of Pension Disbursing Authority and
III. PPO No./or a photocopy of the PPO.

Source: http://pensionersportal.gov.in/
[http://ccis.nic.in/WriteReadData/CircularPortal/D3/D03ppw/CitizenCharter_2_040313.pdf]

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