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Citizen's/ Client's Charter 2022-23

Vision

Empowered women living with dignity and contributing as equal partners in development in an environment free from violence and discrimination. And, well-nurtured children with full opportunities for growth and development in a safe and protective environment.

Mission

Mission - Women

Promoting social and economic empowerment of women through cross-cutting policies and programmes, mainstreaming gender concerns, creating awareness about their rights and facilitating institutional and legislative support for enabling them to realise their human rights and develop to their full potential.

Mission - Children

Ensuring development, care and protection of children through cross-cutting policies and programmes, spreading awareness about their rights and facilitating access to learning, nutrition, institutional and legislative support for enabling them to grow and develop to their full potential.

SERVICE STANDARDS

S. No. Services/Transaction Success Indicators Service Standards (Tentative) Nodal Officer
A. Saksham Anganwadi and POSHAN 2.O
1. Anganwadi Services
a. Release of funds to State Governments / UT Administrations for providing services as per scheme norms under Anganwadi Services Average time taken for releasing funds to the State Governments/UT Administrations after receipt of complete and proper Statement of Expenditure (SoE), Physical Progress Report, Utilization Certificate and Statement of Expenditure (SoE) for the fourth quarter of previous year. 30 Working days Capt Prabhanshu Srivastav, Deputy Secretary 011-23385192 srivastavapk3@nic.in
b. Quarterly allocation of funds to State Governments / UT Administrations under Wheat Based Nutrition Programme of Supplementary Nutrition Average time taken for allocation of wheat/rice to State Governments/UT Administrations. Each quarter, after receipt of demand letter alongwith justification for the projected demand, status report on lifting of previous allocation and Utilisation Certificates. 30 Working days
c. Releaseof funds to State Governments/UT Administrations for Adolescent Girls. Average time taken for releasing funds to State Governments/UT Administrations after receiving relevant Statement of Expenditure (SoE) and Physical Progress Report. 30 Working days
2. POSHAN Abhiyaan-NNM
Release of funds to State Governments/ UT Administrations Average time taken for release of funds to States/UTs on receipt of relevant Statement of Expenditure (SoE)/Utilization Certificate 30 Working days Ms. Reshma Reghunathan Nair Deputy Secretary 011-23070494 reshma.nair@nic.in
B. Mission Vatsalya (Child Protection Services and Child Welfare Services)
1. Protection Scheme (CPS)
Release of funds to StateGovernments/ UT Administrations / implementing partners. a. Average time taken for releasing first installment of funds to State Governments / UT Administrations /NGO, after approval of Project Approval Board (PAB). 30 Working days Shri Navendra Singh, Director 011-23384714 navendra.singh@nic.in
b. Average time taken for releasing second installment of funds after approval of Integrated Finance Division (IFD). 05 Working days
C. Mission Shakti (Mission for protection and empowerment for women)
(a) Sambal
1. One Stop Centre:- Release of funds to DC/DM for implementation of the Scheme of One Stop Centre as per Guidelines. Average time taken for release of funds after receipt of complete and proper Utilization Certificate and Statement of Expenditure. 30 Working days Shri Daya Shankar Deputy Secretary 011-23386553 daya.shankar@nic.in
2. Universalisation of Women Helpline Scheme:- Release of funds to DC/DM for implementation of the Scheme of Women Helpline as per Guidelines. Average time taken for release of funds after receipt of complete and proper Utilization Certificate and Statement of Expenditure. 30 Working days
3. Beti Bachao Beti Padhao Campaign (BBBP): Average time taken for release of funds to State/UT upon receipt of complete documents viz. U.C., SoE, Financial Report and fulfilment of all procedures relating to SNA 30 days Shri Bhaskar, Deputy Secretary 011-23362376 bhaskar.irts@gov.in
(b) Samarthya
1. PMMVY:
Release of funds to State Governments / UT Administrations.
Average time taken for releasing funds after receiving the relevant Statement of Expenditure (SoE) and Physical Progress Report of last grant. 30 Working days Shri Bhaskar, Deputy Secretary 011-23362376 bhaskar.irts@gov.in
2. National Creche Scheme:
a. Release of funds to State Governments/ UT Administrations.
Average time taken for releasing funds to State Governments/UT Administrations after receipt of proposal/UCs/SOE and all required supporting documents. 30 Working days Shri Bhaskar, Deputy Secretary 011-23362376 bhaskar.irts@gov.in
b. Release of funds to monitoring agencies for monitoring Creche Centres in States /UTs. Average time taken for release of funds to monitoring agencies for monitoring Creche Centres in States/UTs after approval of Competent Authority. 30 Working days
3. Swadhar Greh Scheme:- Release of funds to the State Governments/UT Administrations etc. Average time taken for sanctioning and releasing first installment of funds to State Governments/ UT Administrations after approval of Project Sanctioning Committee (PSC) (for first installment); and after receipt of all required supporting documents (for second and subsequent installment). 30 days working Shri Ravi Kumar Srivastava Deputy Secretary 011-23385614 ravi.srivastava@gov.in
4. UJJAWALA: Release of funds to the implementingagencies such as NGOs, Govt. organisations/ State Governments/ UT Administrations etc. Average time taken for releasing 1st and subsequent installments of funds to State Governments/ UT Administrations after receipt of all required supporting documents in proper format. 30 Working days Shri Ravi Kumar Srivastava Deputy Secretary 011-23385614 ravi.srivastava@gov.in
5. Working Women Hostel: Release of fundsto State Governments/ UT Administrations. Average time taken for sanctioning and releasing first installment of funds to State Governments/ UT Administrations after approval of Project Sanctioning Committee (PSC) (for first installment); and after receipt of Statement of Expenditure (SoE) and all required supporting documents (for second and subsequent installment). 30 Working days Shri Ravi Kumar Srivastava Deputy Secretary 011-23385614 ravi.srivastava@gov.in
6. Research and Gender Budgeting:
a. Release of funds to State Governments/ UT Administrations / Identified Govt. Institutes/ Govt. Universities for GenderBudgeting trainings/ workshops.
Average time taken for releasing funds, after receipt of all required supporting documents. 30 Working days Shri Ravi Kumar Srivastava Deputy Secretary 011-23385614 ravi.srivastava@gov.in
b. Gender Budgeting: Organizing/ Facilitating Gender Budgeting trainings/workshops conducted by State Governments/ UT Administrations identified Percentage of trainings/workshops organised within three months of sanction. 80%
c. Release of funds to agencies for research studies, programme evaluations, seminars, workshopsand publications. Average time taken for releasing of funds to agencies, after administrative approvals. 30 Working days Santosh Kumar Tiwari Deputy Director 011-23340421 santosh.tiwari@dcmsme.gov.in
D. Nirbhaya Fund
1. Nirbhaya Fund
Release of funds to State Governments/ UTAdministrations/ Implementing agencies. Average time taken for sanction and release of funds to the State Governments/ UT Administrations through the respective Central Ministries/Departments for the proposals after examination appraisal and recommendation by the Empowered Committee and concurrence of IFD. 30 Working days Shri Daya Shankar Deputy Secretary 011-23386553 daya.shankar@nic.in
E. Public Grievances
1. Public Grievances:
Prompt redressal of public grievance
Average time taken to acknowledge grievance 10 Working days Concerned division
Sukh lal Meena Deputy Secretary 011-23380547 meena.sukh@nic.in
Average time taken for grievance settlement. 30 Working days
2. Client communication:
Promptly responding to written communication received fromclients.
Average time taken to respond, after receiving letter/e-mail from client. 15 Working days Concerned division
Sukh lal Meena Deputy Secretary 011-23380547 meena.sukh@nic.in

Grievance Redress Mechanism

S. No Name of the Public Grievance Officer Helpline Number Email Address
1 Sukh lal Meena, Deputy Secretary 011-23380547 meena.sukh@nic.in First Floor, Jeevan Tara Building, Parliament Street, New Delhi-110001.

Website url to lodge grievance: http://pgportal.gov.in

List of Stakeholders/Clients

S.No Stakeholders/Clients
1 State Governments/UT Administrations
2 Line Ministries/Departments with converging service delivery
3 Attached/Autonomous Bodies
4 Panchayati Raj Institutions/District and Local Level Administrations
5 NITI Aayog
6 Law Enforcement Agencies
7 United Nations Bodies
8 International NGOs and Aid Agencies
9 Service Providers/Implementing Partners/NGOs/Civil Society Organizations
10 Community Based Organizations/Community and Religious Leaders
11 Academic and Research Institutions
12 Independent Experts
13 Independent Evaluation Agencies

Responsibility Centres and Subordinate Organisations

S. No Responsibility Centres and Subordinate Organizations Landline Number Email FAX/Other Address
1 Central Adoption Resource Authority (CARA) 011-26760471
011-26760472
011-26760473
011-26760500
1800111311
carahdesk.wcd@nic.in ---- West Block, 8, Wing 2, 1st Floor, R.K.Puram, New Delhi-110066.
2 Central Social Welfare Board(CSWB) 011-26865474,
26851336
26543700
info-cswb@nic.in 011-26960057 (FAX) Dr. Durgabai Deshmukh Samaj Kalyan Bhawan, B-12 Qutab Institutional Area, New Delhi 110016
3 Food and Nutrition Board (FNB) 011-23346029 jh.panwal@nic.in 011-23346029 (FAX) 3rd Floor, Jeevan Vihar Building, Parliament Street, New Delhi-110001.
4 National Commission for Protection of Child Rights (NCPCR) 011-23478228
011-23478200
ms.ncpcr@nic.in 011-23724026 (FAX) 5th Floor, Chanderlok Building, 36, Janpath, New Delhi-110001
5 National Commission for Women (NCW) 011-26942369,
26944740,
26944754,
26944805,
26944809
ms-ncw@nic.in
ncw@nic.in
complaintcell-ncw@nic.in [Complaints Cell]
[Complaints Cell]
011-26944880,
26940148
Plot-21, Jasola Institutional Area, New Delhi - 110025
6 National Institute of Public Cooperation and Child Development ( NIPCCD) 011-26964373,
26515579
triptigurha.edu@nic.in EPABX Nos.
26963002,
26963204,
2696010
5, Siri Institutional Area, Hauz Khaz, New Delhi-110016.
7 Rashtriya Mahila Kosh (RMK) 011-26567187,
26567188
Bhaskar.irts@gov.in --- Dr. Durgabai Deshmukh Samaj Kalyan Bhawan, B-12, 4th Floor Qutab Institutional Area, New Delhi - 110016
8 Mahila Shakti Kendra 011-23386553 Bhaskar.irts@gov.in --- 6th Floor, A- Wing, Shastri Bhawan, New Delhi - 110001.

Indicative Expectations from Service Recipients

S. No. Indicative Expectations from Service Recipients
1 Implementation of projects/programmes/schemes as per norms prescribed by the Ministry
2 Assistance through attending Project Sanctioning Committee (PSC)/ Project Approval Board (PAB) meetings with all relevant informationand details
3 Using Ministry's website (https://wcd.nic.in/) for getting updates
4 Facilitating monitoring and review visits by officers of the Ministry and independent evaluation agency
5 Timely submission of complete applications with all details in prescribed format, along with authentic supporting document
6 Providing feedback on implementation of projects/programmes/schemes of the Ministry
7 Maintaining records of all communications with the Ministry
8 Participating in meetings/consultations/capacity building programmes/workshops/conferences/events as and when requested by the Ministry
9 Giving suggestions/inputs on drafts circulated or placed on the Ministry's website

Month and year of next review of the Charter: April, 2023

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