Introduction

Sufficient accretion has been done in formation, responsibilities and rights of Local Nagar Administration from various specific works in 74th amendment and its 12th Schedule of the Indian Constitution and accordingly Uttar Pradesh Nagar Nigam Act 1959 and Uttar Pradesh Nagar Palika Act 1916 also get amended. All Nagar Palikas, in which all Nagar Nigam, Nagar Palika Parishad and Nagar Panchayats are included, are dedicated to provide quality ample Nagar Public Services, along with transparency and accountable to Nagar Administration. 13 Nagar Nigams, 194 Nagar Palika Parishads and 423 Nagar Panchayats are dedicated and making every possible effort to provide all basic needs to its concerned citizens and also to solve related problems.

Objectives of Nagar Panchayat Citizen Charter

• To inform citizen regarding services which they can avail from departments, served by Nagar Palikas to citizens.
• To inform citizens of Nagar Palika region about registration of problems, grievances and suggestions.
• To inform about advance processing, in case if problem is not solved.
• To inform about punishment given to officers and employees, in case, if problem is not solved or delayed.
• To inform about services and defined time in Uttar Pradesh Janhit Guarantee Act 2011.

Basic Principles of Municipal Citizen Charter

• Responsibility: For various Nagar Services through Citizen Charter, specific responsibility should be established.
• Transparency: To maintain complete transparency in various services provided and to promote public support for the society.
• Standards: To take action as per mentioned citizen charter if services that are to be provided by Nagar Nigam, Nagar Palika Parishad and Nagar Palika Parishads are not served.
• Sankalp: Permanent modifications and improvement in quality of various services that are being provided by Nagar Palika, for which Administration, Local Body Directorate, Uttar Pradesh and all Nagar Palikas should be dedicated and responsible for fulfilling the changing needs of the citizens.
• Out Sourcing: With the motive to keep transparency in proceedings over Citizens' Conduct, Nagar Commissioner of Nagar Nigam and Chairman of Nagar Palika Parishad can handover the responsibility to eligible Non-Governmental Volunteer Organisation, so that they can register the problems, and after doing proper review it can be forwarded to concerned offices, so that proper and expected proceedings could be executed by various Zonal Offices of Nagar Nigam, Nagar Palika Parishad and Nagar Palika Parishads, and after its proper review, report can be forwarded to Nagar Commissioner and Executive Officer and Chairman for its settlement.
• Punishment: If proper decisions are not taken for accomplishing commitment made in Citizen Charter, then there should be provision of taking action against the concerned officer and employees.
• Feedback: By using Municipal Citizen Charter, making people aware of their rights and responsibilities.

Services

Cleaning and Solid Waste Management

Who will be responsible

• Each Zonal Officer of every zone and responsible representative officer to concerned Zonal Sanitation Officer and Chief Sanitation and Food Inspector or Sanitation and Food Inspector or Nagar Commissioner will be responsible.
• In every ward, for execution of work, deployed Chief Sanitation and Food Inspector/Sanitation and Food Inspector or Safai Nayak will be responsible.
• In Nagar Palika Parishad, Nagar Health Officer, Chief Sanitation and Food Inspector/Sanitation and Food Inspector or Executive Officer and in Nagar Panchayats Executive Officer and Safai Nayak will be responsible.

Important Work

• Cleaning of public roads and channels
• Cleaning and maintenance of public toilets
• Collecting, transporting and disposal of garbage
• Disposal of dead animals
• Other issues to keep the city clean
• Disposing of dirty water

Time period of grievance settlement

Birth-Death Certification

• Within 21 days of Birth or Death, at Zonal Office, Nagar Palika Parishad, Nagar Panchayat Office of concerned Nagar Nigam. Registration will be done free of cost.
• Registration will be done at concerned registration office Nagar Nigam, concerned Zonal Office and office of concerned Nagar Palika Parishad, and Nagar Panchayat under whose geographical region death or birth has taken place.
• Registration done after 21 days of birth/death till one year, late fees charge will be applied.
• After one year of birth or death, affidavit will be needed and order of first grade Magistrate/Concerned Deputy District Magistrate will be needed for registration.
• Within 12 month of birth certification, name registration of the child in registration records can be done for free.
• In case of registration done within 5 years, birth or death certificate will be issued within 30 days of registration.
• Mistake done in records can be rectified by presenting attested copy by two Honored citizens and for verification two records such as passport, school certificate etc. is needed.
• Certificate will be issued after investigation, whose days limit could exceed more than 30 days.
• Birth and Death Registering Officer will be Nagar Commissioner or authorized appointed officer by him in Nagar Nigam and concerned Executive Officer in Nagar Palika Parishad and Nagar Panchyatas.

Other

• Grievance regarding catching of stray animals will be received in concerned Zonal Office Nagar Palika Parishad, Nagar Panchayat Office in Nagar Nigam.
• License for domestic dogs will be released on the next day after giving application and depositing prescribed fee at concerned Zonal Office or Nagar Palika Parishad, Nagar Panchayat Office.
• Effective steps should be taken at office level in Nagar Palika Parishad, Nagar Panchayat and at Zonal level in Nagar Nigam regarding prevention of infectious diseases.
• Grievances will be received in Nagar Palika Parishad, Nagar Panchayat Office in concerned zone of Nagar Nigam regarding control over harmful occupations.

Water supply and Sewerage Work

• Supply of clean water for domestic use.
• Water supply regarding Non-domestic use.
• Water supply for commercial and industrial work.
• Operation of water supply and its maintenance.
• Revenue accumulation regarding water supply.
• New Water connection.
• Dissection and regulation of illegal water connection.

Responsibilities

• Under the representation of power of General Manager of Jal Kal Vibagh of Nagar Nigam and Nagar Commissioner, other Engineer/Executive Officer will be responsible for the work of Jal Kal Vibhag at Nagar Nigam level.
• Zonal Engineer/Executive Engineer of each Zone will be accountable for the execution of work of Jal Kal.
• At ward level, Assistant Engineer, Junior Engineer and Pipeline Inspector will be responsible for water supply and sewerage related work.
• Jal Kal Engineer and Junior Engineer will be completely responsible for work related to Jal Kal Vibhag in Nagar Palika Parishad/Nagar Panchayat.

Time period of grievance settlement

New water connection and sewer connection (Under Uttar Pradesh Janhit Guarantee Act 2011)

Road Maintenance Work

• Construction of roads and their maintenance
• Repairing and patch repair of pits occurred due to water Logging or some other reasons
• Repairing and expansion of specific roads
• Approval of construction of private roads
• Construction, maintenance and repairing of Footpath
• Removal of barriers to public roads.

Who will be responsible

• Chief Engineer will be responsible for construction, repair and maintenance of roads, kharanjas, sewers, drains in towns, diagnosis of drainage and settlement of drainage problems.
• At Zonal level, Executive Engineer (who will be the incharge of zone) will do the settlement of above responsibilities.
• At ward level, Junior Engineer and Assistant Engineer will be responsible.
• Executive Officer, Assistant Engineer and Junior Engineer will be accountable in Nagar Palika Parishad and Nagar Panchayat.

Drainage and Maintenance

• Construction and repairing of drainage
• Cleaning of drainages (Desilting)
• Removing of barriers/disturbance occurring while water drainage
• Installation of pump and operation of pumps for water drainage
• Planning to be done for avoiding water logging

Time Limit of Grievance Settlement

Works of Street Light Department

• Maintenance of street lights Public Routes, Roads, Streets.
• Arrangement of Street Lights in Public Parks.
• Arrangement of Street Lights in new areas of towns.

Who will be responsible

• In complete town, Executive Engineer (Electricity/Street Lights Incharge) and Executive Officer will be responsible for street lights.
• At ward level, in Nagar Nigam, Assistant Engineer, Junior Engineer and Light Inspector and In charge Street Light in Nagar Palika Parishad/Nagar Panchayat/Executive Officer will be responsible for arrangement of Street Light.

Grievance Settlement Time Period

Grievance Registration Procedure

• First Step- For settlement of any grievance, as per grievance mentioned in the table given below, grievance can be registered.
• Second Step- After the registration of grievance, for grievance settlement, if grievance is not settled in certain time period, grievance can be registered in second step in prescribed format.
• Third Step- If second grievance is also not settled and even if the grievance is not settled even after the third grievance registration, then in that case Nominated Officers will be responsible for it.
• Fourth Step- After the proceedings of third step at body level, if the grievance is not settled Concerned Grievance Director, Uttar Pradesh Nagar Development Department, Uttar Pradesh Government will be referred.

Copies of the record

• For receiving copy of any record, prescribed fees will have to be deposited (either for normal copy or for urgent copy) after which within three days or one day (as per the situation) copy can be received from archive.

Information under Right to Information Act 2005

• Information will be provided by the concerned Public Information Officer.
• Information will be provided within 30 days of receiving the application or as per the time period specified in Act 2005, with the deposition of fees.
• If information is not provided within the specified time, one can appeal to the Appellate Officer.