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Citizen's / Client's Charter For Citizen's / Client's Charter for (Ministry of Tourism) (2011-2012) 1, Transport Bhawan, Sansad Marg, Address New Delhi - 110 001 Website ID www.tourism.gov.in Date Of Issue January 2012 Next Review January 2013 Citizen's / Client's Charter for Ministry of Tourism-(2011-2012) Vision Mission Vision Promoting India as a major tourist destination so as to achieve a superior quality of life for People of India through tourism, which would provide a unique opportunity for physical invigoration, mental rejuvenation, cultural enrichment and spiritual elevation. Mission 1. Attain the level of 6.2 million Foreign Tourist Arrivals and 725 million Domestic tourist visits in 2011-12. 2. Positioning and maintaining tourism development as a national priority activity 3. Enhancing and maintaining the competitiveness of India’s tourism industry 4 Improving India’s existing tourism products and expanding these to meet new market requirements 5 Creation of world class infrastructure 6 Improving the visibility and attraction of India’s tourism sector to expand the potential market 7 Augmenting human resource base in Hospitality and Tourism Sector 8 Implementing 5 mega tourist destinations/ circuits by 2015 9. Promoting sustainable tourism Objective Functions page : 2 of 23 Citizen's / Client's Charter for Ministry of Tourism -(2011-2012) Main Services / Transactions Responsible Fees S.No. Weight % Mobile Document Services / Transaction Person Email (Phone No.) Process (Designation) Required Category Mode Amount Timely approval of proposals for participation in overseas events 15 Sh. Anand Kumar(JS(T)) [email protected] a) Receipt of proposal in OM Division from NA N/A N/A N/A 1 Overseas Office of Indiatourism (23715084) b) Scrutiny of proposal by OM Division for NA N/A N/A N/A completeness of documentation, and suitability of proposal c) Final decision on approval/ rejection of NA N/A N/A N/A the proposal by Competent Authority in MOT HQs. 2 Timely approval of classification of Hotels of category 4 star, 5 15 Sh. Devesh Chaturvedi(ADG(T)) [email protected] a) Receipt of application alongwith Forms, guidelines and 4-Star DD 12000 star, 5 star deluxe and Heritage category enclosures checklist available on Ministry website (23718663) page : 3 of 23 Citizen's / Client's Charter for Ministry of Tourism -(2011-2012) Main Services / Transactions Responsible Fees S.No. Weight % Mobile Document Services / Transaction Person Email (Phone No.) Process (Designation) Required Category Mode Amount b) Scrutiny of application for completeness Guidelines on Ministry NA NA 0 Website page : 4 of 23 Citizen's / Client's Charter for Ministry of Tourism -(2011-2012) Main Services / Transactions Responsible Fees S.No. Weight % Mobile Document Services / Transaction Person Email (Phone No.) Process (Designation) Required Category Mode Amount c) Inspection of property by HRACC NA NA NA 0 d) Issue of classification certificate NA NA NA 0 3 Approval of application of inbound tour operators 5 Sh. Devesh Chaturvedi(ADG(T)) [email protected] a) Receipt of applications from tour operator Forms & guidelines Inbound tour DD 3000 in prescribed form. available on Ministry operator website (23718663) b) Scrutiny of application Scheme guidelines on NA NA 0 Ministry Website page : 5 of 23 Citizen's / Client's Charter for Ministry of Tourism -(2011-2012) Main Services / Transactions Responsible Fees S.No. Weight % Mobile Document Services / Transaction Person Email (Phone No.) Process (Designation) Required Category Mode Amount c) Inspection of office premises of tour NA NA NA 0 operator d) Communication of final decision about NA NA NA 0 approval to applicant 4 Timely holding of prioritization meeting with State Govts. for 5 Dr. R.N. Pandey(ADG (MR)) [email protected] a) Preparation of a draft schedule of NA N/A N/A N/A deciding the tourism projects on which proposals would be meetings with individual State Governments submitted by State Govts. to MOT for Central Financial Assistance (CFA) in the next financial year and for reviewing the (23018229) progress of projects sanctioned earlier. b) Communicating the schedule to all State NA N/A N/A N/A Govts. and rescheduling the meetings, if requested by them. page : 6 of 23 Citizen's / Client's Charter for Ministry of Tourism -(2011-2012) Main Services / Transactions Responsible Fees S.No. Weight % Mobile Document Services / Transaction Person Email (Phone No.) Process (Designation) Required Category Mode Amount c) Holding the meetings. Progress reports on old N/A N/A N/A projects and feedback on agenda items d) Issue of minutes of prioritization NA N/A N/A N/A meeting. 5 Timely release of First Instalment of CFA to State Govts. 40 Sh. Anand Kumar/ Sh. Devesh [email protected],d.chatur a) Receipt of project proposal Project report and other N/A N/A N/A Chaturvedi/ Sh. Umesh [email protected],umesh.kalra documents as per the Kalra(JS(T)/ ADG(T)/ Adv(T)) @nic.in Scheme guidelines given (23715084) on Ministry Website b) Scrutiny of proposal Scheme guidelines on N/A N/A N/A Ministry Website page : 7 of 23 Citizen's / Client's Charter for Ministry of Tourism -(2011-2012) Main Services / Transactions Responsible Fees S.No. Weight % Mobile Document Services / Transaction Person Email (Phone No.) Process (Designation) Required Category Mode Amount c) Processing of application for approval of NA N/A N/A N/A SFC/ EFC etc. d) Financial approval of SFC/ EFC etc. NA N/A N/A N/A d) Release of first instalment NA N/A N/A N/A 6 Timely release of final instalment of CFA to State Govts 15 Sh. Anand Kumar/ Sh. Devesh [email protected], a) Receipt of Utilization Certificate from Scheme guidelines on N/A N/A N/A Chaturvedi/ Sh. Umesh [email protected], State Govt. Min. Website Kalra(JS(T)/ ADG(T)/ Adv. (UK)) [email protected] (23715084) page : 8 of 23 Citizen's / Client's Charter for Ministry of Tourism -(2011-2012) Main Services / Transactions Responsible Fees S.No. Weight % Mobile Document Services / Transaction Person Email (Phone No.) Process (Designation) Required Category Mode Amount b) Scrutiny of UC for correctness & Scheme guidelines on N/A N/A N/A completeness Min. Website c) Approval of competent authority for NA N/A N/A N/A release of final instalment d) Release of final instalment. After recieving Utilisation N/A N/A N/A Certificate (UC) of CFA and Completion Certificate (CC) of project. Prompt grievance redressal 5 Sh. Sanjay Singh(Asstt.DG(TT)) [email protected] a) Entry of grievance on CPGRAMS portal NA N/A N/A N/A 7 http://pgportal.gov.in if grievance received in Ministry through e-mail or post. (23012805) page : 9 of 23 Citizen's / Client's Charter for Ministry of Tourism -(2011-2012) Main Services / Transactions Responsible Fees S.No. Weight % Mobile Document Services / Transaction Person Email (Phone No.) Process (Designation) Required Category Mode Amount b) Taking a final decision on the grievance NA N/A N/A N/A by the concerned Division/ responsibility centre with the approval of the competent authority in the Ministry c) Conveying the final decision to the NA N/A N/A N/A complainant by the concerned Division/ responsibility centre. page : 10 of 23 Citizen's / Client's Charter for Ministry of Tourism-(2011-2012) Service Standards Success Indicators Service S. No. Services / Transaction Weight Unit Weight Data Source Standar 1 Timely approval of proposals for 15.0 No. of days between the date 30 Days 12.00 Ministry records participation in overseas events of final decision by the Competent Authority and the date of beginning of the publicity event. Time taken for final decision of 45 Days 3.00 Ministry records Competent Authority from the date of receipt of proposal, complete in all respects, in OM Division. 2 Timely approval of classification of 15.0 Time taken to issue of 3 Months 15.00 Ministry records Hotels of category 4 star, 5 star, 5 star classification certificate from deluxe and Heritage category the receipt of fully complete application 3 Approval of application of inbound tour 5.0 Time taken for issue of 60 Days 5.00 Ministry records operators communication of decision on approval from the date of receipt of proposal complete in all respects. 4 Timely holding of prioritization meeting 5.0 No. of States/ UTs in respect of 30 No. 5.00 Ministry records with State Govts. for deciding the which prioritization meetings tourism projects on which proposals held by 31st March would be submitted by State Govts. to MOT for Central Financial Assistance (CFA) in the next financial year and for reviewing the progress of projects sanctioned earlier. 5 Timely release of First Instalment of 40.0 Time taken for informing 45 Days 18.00 Ministry records CFA to State Govts. deficiencies in proposal from dt. of receipt of proposal after consultation with Internal Finance Division. page : 11 of 23 Citizen's / Client's Charter for Ministry of Tourism-(2011-2012) Service Standards Success Indicators Service S. No. Services / Transaction Weight Unit Weight Data Source Standar Time taken for issue of 90 Days 10.00 Ministry records sanction order from the date of accepting the proposal as receipt of proposal complete in all respects, in cases involving appraisal by SFC. Time taken for issue of 60 Days 8.00 Ministry records sanction order from the date of accepting the proposal as receipt of proposal complete in all respects, in cases not involving appraisal by SFC. No. of days in release of first 10 Working 4.00 Ministry records instalment from the date of the days sanction order.
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