Government in General Administration Department requested the Municipal Administration and Urban Development Department to revise the Citizens charter immediately keeping in view of the following guidelines to review and revise, if necessary, the citizen charter in your Department in consultation with stakeholders. Fix a definite timeframe for delivery of services Introduce penal provision for non-delivery of service within the stipulated time period.
Government in General Administration Department have issued instructions for introduction and implementation of Citizen’s Charters in Department having large public interface, and accordingly, the Commissioner and Director of Municipal Administration has been entrusted with the implementation of Citizen’s Charter in 124 Municipalities with all the Services as listed in the Charter. In the said G.O., the following instructions were issued to the Heads of Departments.
They shall notify and give wide publicity to their Citizen’s Charter through their official website, media and prominent displays in the Offices concerned.
They shall review on a weekly basis, the delivery of services within the time limit and as per the standards stipulated in the Citizen’s Charter. Based on the inputs and experiences from the field, the time for delivery of various services may be reviewed with a view to achieving greater speed and efficiency.
Accordingly, in the reference 4th read above, the Commissioner and Director of Municipal Administration, Hyderabad has submitted a Model Citizen’s Charter for Urban Local Bodies to provide all the residents of Urban areas certain services, and commitments of ULBs to carry out their functions, and to arrange permission and Certificates within a timeframe through the Service Centres which are already functioning.
After careful examination of the proposal submitted by the Commissioner and Director of Municipal Administration, Hyderabad contained in the reference 4th read above, and considering that issuance of Citizen’s Charter and opening of service centres by all Urban local Bodies will go a long way in providing Municipal services to the community in an efficient manner within a reasonable time limit. The Government in partial modification of the G.O. issued in the reference 1st read above, hereby approve the Citizen’s Charter to be implemented by all Urban Local Bodies, and opening of Service centers by all Urban Local Bodies in the State will be with effect form 15.05.2013. The Commissioners of Urban Local Bodies are directed to follow the instructions as given below:
All Urban Local Bodies (124 ULBs) in the State except newly constituted ULBs (between 1.4.2011 to 31.03.2013) and Greater Hyderabad Municipal Corporation are directed to publish the Citizen’s Charter in English and Telugu, by adopting the Citizen’s Charter prepared by the Commissioner and Director of Municipal Administration on 15.05.2013.
Service Centers shall be continued, in addition to the Mee-seva Centers, in all Municipalities and Municipal corporations just like a Bank Counter with effect form 15.05.2013 to render the services as mentioned in the Citizen’s Charter, in a time bound manner.
These services will be available in the Mee-seva and Municipal Service Centers in Urban Local Bodies.
Application forms and leaflets showing the procedure to be followed to obtain these services are available to Mee Seva and Municipal Service Center and also in the website of CDMA (www.cdma.gov.in) Cost of Application form and Fees/User Charges for obtaining the above services shall be fixed by the ULB concerned.
The days in ‘timeframe’ referred in the ‘Service Standards’ mean working days
If the above timeframe is not adhered to, compensation would be paid to the applicant at Rs.50/- per day in case of services of Revenue, Engineering and Health Sections, and Rs.100/- per day in case of services of Town Planning Section by the ULB towards loss of valuable time of the applicant. This compensation will be recovered from the person who delayed the service delivery. Disciplinary action would be initiated against the defaulting officer who have paid fine at least 3 times in a year. Similar disciplinary action would be initiated against the persons responsible who failed to pay fines imposed.
The Urban Local Bodies shall notify and give wide publicity to Citizen’s Charter through their official website, media and prominent displays in the offices concerned and place before their Municipal Councils for information.
The Commissioners of the Urban Local Bodies shall review on a weekly basis, the delivery of services within the time limit and as per the standards stipulated in the Citizen’s Charter. The Regional Director-cum-Appellate Commissioners of Municipal Administration shall review the implementation of the Citizen’s Charter once in a month and submit a report to the Commissioner and Director of Municipal Administration. The Commissioner and Director of Municipal Administration is requested to review the implementation of Citizen’s Charter in Urban Local Bodies once in a Quarter and submit report to Government.
A Compliance report in this matter shall be furnished by all Urban Local Bodies to the Commissioner and Director of Municipal Administration, Andhra Pradesh, Hyderabad on 15.05.2013 by fax/e-mail.
Citizen’s Charter Corporation / Municipality
MA & UD Department Government of Andhra Pradesh May 2013
Citizen’s Charter Commissioner and Director of Municipal Administration
The Commissionerate and Directorate of Municipal Administration (CDMA) is an apex organization of Municipal Administration and Urban Development of Government of Andhra Pradesh (GoAP), which provides guidance to Urban Local Bodies (ULBs) in performing their day-to-day functions, in adherence to the policies, procedures and guidelines provided by the Department to achieve effective Urban Governance.
CDMA administers through the Head Office, 6 Regional Offices and 182 ULBs spread across the state. CDMA, in its supervisory role, monitors the functioning of the ULBs against key parameters such as:
Service delivery – sanitation, public health, water supply, street lighting etc
Creation of infrastructure
Regulatory activities – building constructions, trade licenses etc
Implementation of urban poverty alleviation programs
CDMA coordinates with other departments such as Public Health Engineering, Town & Country Planning, State Audit etc., to enable seamless delivery of urban services to the citizens.
About the ULB:
(A brief description on Urban Local Body concerned shall be written)
To have well planned, economically productive, inclusive, environmentally sustainable safe cities and towns with high quality services.
To anticipate and provide for urban infrastructure requirements through comprehensive integrated planning
To ensure planned urban development in all respects and inclusive of developing alternative urban centers as counter magnets
Operate municipal services on a competitive basis to provide adequate high quality services at affordable cost
Develop urban services and infrastructure by involving the private sector, wherever required
Mitigate urban problems by providing shelter and basic services for all
Transparent accountability and efficiency in Urban Governance
Improvement of municipal infrastructure services in ULBs.
Planned development of all urban areas in respect of planning, development and regulatory actions.
To strengthen the financial position of ULBs
To facilitate that all ULBs are kept clean and pleasant places to live in.
To facilitate implementation of programmes for Urban Poverty Alleviation in ULBs. To facilitate, finance and creation of infrastructure for urban transport and services including metro rail.
To facilitate improvement of capacities of key stakeholders in Urban Development. To formulate and pursue urban reforms.
IV. Service Standards
A. The services in ULBs are provided by various sections. The services rendered by various sections, and the officer responsible to render the service and the officer to whom a grievance/complaint be made in case of delay or default of service are listed in the following table.Note:
These services are available in the MeeSeva and Municipal Service Centers in ULB.
Application Forms and leaflets showing the procedure to be followed to obtain these services are available at MeeSeva and Municipal Service Center and also in the website of CDMA (www.cdma.gov.in)
Cost of Application form and Fees/User Charges for obtaining the above services would be fixed by the ULB concerned**.
The ‘days’ in timeframe referred above mean ‘working days’
If the above timeframe is not adhered to, compensation would be paid to the applicant at Rs.50/- per day in case of services of revenue, engineering and health sections; and Rs.100/- per day in case of services of town planning section by the ULB towards loss of valuable time of the applicant. This compensation will be recovered from the person who delayed the service delivery.
** Since the citizen charter is issued by the concerned ULB, the cost of application form and the fee for the service may be indicated in table itself.
B. The details of the officers concerned with the service delivery are given in the Annexure
V. Grievance/Complaint Redressal Mechanism
The ULB has a well laid down mechanism for efficient and effective resolutions of grievances of citizens.
The grievances/complaints can be filed in the following channels.
SL.No Channel of filling Whom to contact Mode of Contact
1 Manual Commissioner/Manager
Deputy Commissioner /
Asst. Commissioner Personal visit
2 Post Commissioner Through letter
3 Phone Call center
5 Internet Website
On receiving a grievance/complaint through any of the channels referred above an acknowledgement with complaint number will be given to the complainant. It would be intimated to the complainant by adopting the cheapest mode of communication.
A Stakeholders meeting was conducted in the office of CDMA, Hyderabad on 26.03.2013 and nearly 40 representatives from the following organizations have attended.
Engineer-in-Chief (Public Health)
Director of Town and Country Planning
Andhra Pradesh Municipal Development Project
Mission for Elimination of Poverty in Municipal Areas
Andhra Pradesh Urban Finance and Infrastructure Development Corporation
Urban Governance Expert, APUFIDC
Community Based Organizations – Representatives of Town Level/Slum Level Federations
Commissioners of ULBs
Center for Good Governance
The suggestions emerged during the meeting have been considered and incorporated, wherever appropriate in the document
VII. Indicative Expectations from Citizens
Citizens are expected to:
Submit the application in the prescribed form, and obtain the receipt.
In case the application is not prescribed, it may be made on a white paper.
Attach the document required for the service
Pay the prescribed fee and obtain receipt
Be prompt in payment of property tax, user charges and license fees etc.,
Construct buildings in approved layouts and as per approved plan
Avoid unauthorized constructions and deviation from the approved plan
Avoid throwing garbage on roads/drains/open places
Avoid wasting drinking water
Avoid open defecation
Help the administration in rendering the services effectively
VIII. Month and Year for the next review of the charter
The citizen charter is prepared by the department in the month of May 2013 and would be reviewed during April 2014.