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
Pensioners’ Welfare
To ensure a life of dignity and respect for Central
Government pensioners.
[ ]
- Formulation of pension Rules, Smooth and timely payment of
pension and other retirement benefits for Central Government Employees. - Constant review of rules/ regulations and procedures.
- Facilitating prompt redressal of the grievances and
- Promoting the welfare of pensioners.
- Central Public Grievance Officers;
- Banks;
- Central Pension Accounting Office;
- Identified Pensioners Association.
[ ]
3rd Floor, Lok Nayak Bhavan, Khan Market,
New Delhi.
New Delhi.
[ ]
- Formulation of Pension Rules
- Issue of Guidelines/Instructions clarifying the Pension
Rules - 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. - Issue of instructions regarding Fixed Medical Allowance to
pensioners residing in non-CGHS areas. - 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) | 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/
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://documents.doptcirculars.nic.in/D3/D03ppw/CitizenCharter_2_040313.pdf]
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