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"Immediate and urgent reference" means the

tapal

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telex message, fax messages, letters, e-mails, etc., which are marked by the competent

authority, after taking into consideration the seriousness of the matter, as immediate or

urgent, with an intention to complete the expected action within a time mentioned in sub-

section (1)

of section 10 of the Act ;

(k) "Minister-in-charge" means the Minister-in-charge to whomthe concerned subject or

work has been allotted according to the Maharashtra Government Rules of Business ;

(1)

Officer incharge of section or branch" means such officer working at the Taluka or

Sub-Divisional Office or District or Divisional or Departmental levels, who has been nominated

for disposal or final disposal of the concerned subject or work of a section ;

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responsible for submtting the matters for taking final decision to the officer, whom powers

having delegated for taking a final decision after taking into consideration the nature, level

and importance of various subjects being handled in the office or Department ;

(n)

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papers, description of issues or questions under consideration, analysis, instructions and

final orders issued in that regard for quick disposal of any case ;

(o)

wherever the words File, Case, Correspondence, Noting, Draft, Reference, Remarks,

Proposal, Forms, letters, Tapal

occur they will include the corresponding electronic versions

like e-file, e-case, e-correspondence, e-noting, e-draft, e-reference, e-remarks, e-proposal,

e-forms, e-mails etc. and the word Services (Seva or Suvidha) wherever used would also

cover the services delivered to the users by electronic means.

(II)

Words and expressions used but not defined herein shall have the meanings respectively

assigned to themin the Act.

3. Preparation of Citizens Charter.

1)

The Head of every administrative Department of

Mantralaya and the heads of all offices under their admnistrative control, that is, the Divisional

level, District level, Taluka level, sub-divisional level, or as the case may be, local level, shall

prepare separate Citizens Charter for their respective offices. The seperate Citizens Charter

shall be consistent with the Citizens Charter of its concerned Head Office and such Citizens

Charter shall be prepared and published on the basis of instructions contained in Circulars or

Letters issued by the Government, fromtime to time, and shall be displayed at a conspicuous

place in the concerned office. It shall also be displayed in electronic formon the website or portal

of the Department or Government.

(2)

The Citizens Charter published under the provisions of sub-rule (1),

shall be updated by

each office, from time to time, if necessary; and on the 2nd May of every succeeding year according

to the Government revised policy or plan or programme or project or rules or orders, etc. Each

office shall finalise and publish Citizens Charter after considering the objections or suggestions,

if any, and after thorough discussion on the difficulties of the officers concerned and suggestions

received in this behalf. IL shall also be displayed in electronic formon the website or portal of the

Department or Government.

(3) The prescribed papers for providing the facilities or services rendered by the office or

Department shall be kept minimum For that purpose, the Head of every office or Department

shall take a detailed review. The necessary Form "A" for availing the facilities or services rendered

by the office or Department shall be made easily available by the concerned office or Department

free of charge. The list of the optional papers shall also be specified in Form"B" by the Head of

every office or Department. It shall also be displayed in electronic formon the website or portal

of the Department or Government.

(4)

An application received in Form"A" fromany citizen, shall be checked immediately as

per the checklist provided in Form"C" regarding its fulfillment and if, after checking, the

application is found to be incomplete, then the applicant shall be informed about the shortfalls

immediately on the spot so that he can complete the formalities for filling the Form

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(5) hf the application of the citizen is complete then he shall be given the receipt of its

acknowledgment in Form"D", in which the period mentioned. in the Citizens Charter of that

office or Department for providing such services or facilities shall be mentioned clearly, and the

office shall ensure that the citizen. do not have to visit the concerned office time and again.

(6)Minimum period for providing services and facilities shall be specified taking into

consideration the time limt, mentioned as per concerned Acts and Rules. The concerned Head of

Office, Department on noticing or being brought to his notice any dereliction in providing service

and facilities will hold and complete the prelimnary enquiry within fifteen working days. If it is

found that the concerned officer or employee has shown habitual or willful or intentional delay or

negligence in discharge of official duty, the recommendation of Departmental

Enquiry shall be

forwarded to the Competent Authority. The Competent Authority ac(. ordingly shall issue order

of departmental enquiry as per the relevant Rues,

(7) Maximumuse of information technology shalt be made in the offices and e-governance

shall be given highest preference while rendering facilities or services to citizens. Every

administrative Department in Mantralaya in. consultation with the Commissioner, or Head of

Department and Head of office under themshall undertake time bound programme for providing

services and facilities by way of electronic mode. The services and facilities which are to be provided

by way of electronic mode to the citizens shall be determned within six months fromthe date of

commencement of these rules. Accordingly, services like licenses, certificates, approvals or cash

payment and application therefor shall be provided online. Information in this regard shall be

made available on Department's wehsite.The citizen who cannot avail online facilities shall be

provided services or facilities by following the prevalent procedure.

4..

Publication of list of powers delegated to subordinate officers fi)r taking final decision.—

The list of powers of the incharge Secretary of the concerned administrative Department at the

Mantralaya level, Head of the Department at the Divisional level or, as the case may be, at District

level and subordinate officers who are working under their supervision at various levels or the

officers who are delegated the subject-wise or file wise powers for taking the final decision, shall

be prepared and published and affixed at a conspicuous place in the concerned. office, as provided

under sub-section (.1) of section 9 of the Act. The said list of powers shall be updated and published

on the 2nd May of every succeeding year. It shall also be displayed in electronic form on. the

website

017

portal of the Department or Government.

5.

Prohibition of delegation of powers to Government officers against whom Departmental

inquiry is being conducted.—

Notwithstanding anything contained in rule 4,-

i) If, any Departmental inquiry under charges of serious nature is being conducted under

the concerned disciplinary rules against any employee or officer, or if any officer is required to

face any crimnal case or investigation, then such employee or officer shall not be empowered to

take any final decision on the work. of executive nature or sensitive work or subjects.

(2)

If, a charge sheet is served on any officer with the charges of misappropriation or financial

irregularities or embezzlement of the Government money or corruption, or if the decision to

serve the charge sheet against such officer has been taken at the level. of Departmental Inquiry

Officer, or such officer is suspended fromthe services for any such allegation, then in that

circumstances, even after reinstatement. of such officer in the services, he shall not be empowered

to take final decision on executive or sensitive subjects, till the decision of such inquiry or

investigation is completed and implementation of punishment awarded to himis completed or

such officer has been completely exonerated fromsuch charges or allegations:

Provided that, the Government may, after examning the merits and demerits of the case and

after recording the reasons, shall consider delegation of any power for finalisation of executive or

sensitive subject to such Government employee mentioned in sub-rules

(1)

and

(2).

6.

Determination. of level of powers for taking final decision.

.I) Subject to the provisions

of section 9 of the Act, the level for delegation of the powers for taking the final decisions shall be

determined by the Head of the office or Department, as the case may be, after considering

Government Resolutions and orders, issued fromtime to time, in this behalf, by the Secretary

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in-charge of the concerned admnistrative Department at the Mantralaya level, with the approval

of the concerned Minister-in-charge of the admnistrative Department

Provided that, the level of such submssions for the purpose of taking final decision shall not

be more than three officers.

(2)

Subject-wise list of distribution of authority or powers for every kind of officer shall be

maintained.

(3)

If a particular competent authority, who has been empowered to take final decision, is

not present or has proceeded on leave and the work of such competent authority cannot be held

up even for a temporary period, then, taking into the consideration the administrative convenience

and exigencies, the work of such competent authority shall be distributed amongst the other

officers of that establishment :

Provided that, more than three stages may be kept for very important matters like Cabinet

Note and the matters involving policy decisions :

Provided further that, the files of the existing policy or orders, which require the explanations

or directives to be given to the Regional Offices, shall not be submitted to the level higher than

the Secretary level :

Provided also that, reminders shall not be submitted upto the senior level.

(4)

The files involving the proposals of investments and infrastructure projects, files, proposals

regarding policy matter to be submitted before Cabinet received by advisery Department shall

not be sent to junior officers or to the Desk. In such cases the remarks or notings shall be recorded

by the Deputy Secretary or at least at the level of the Under Secretary. In the exceptional

circumstances, if Under Secretary is not available, then such files shall be submtted by the Desk

Officer.

7.

Updating list of level of officers.— 1)

The concerned administrative Department at the

Mantralaya level, Head of the Department at the Divisional level, or as the case may be, at the

District level, or Head of any other office, shall prepare the list of powers delegated to the

subordinate officers within three months of publication of these Rules and thereafter such published

list shall be updated on the day of 2nd May of every succeeding year. It shall also be displayed in

electronic formon the website or portal of the Department or Government.

(2)

The Head of the concerned administrative Department at the level of Mantralaya shall

take a randomreview of the activities of the offices or Departments in the month of January and

July of every year to ensure that the powers delegated to every officers are exercised adequately

and judiciously and proper decisions are taken on the matters falling under their purview.

8.

Acknowledgement of e-mails.

nacknowledgement of e-mails received shall be given by

concerned person. If the e-mail received is not concerned with the office or Department or Desk

then it shall be forwarded to the concerned office or Department or Desk and accordingly intimated

the same to the applicant by e-mail.

9.

Responsibility of every officer.

very officer of the Mantralaya and incharge officer of

the office of Divisional or District or Taluka level shall be primarily responsible for timely

submssion or final disposal of the cases within the time limt mentioned in the Act.

10.

Measures to be taken for keeping control on progress of works of Desk or Section or

Branch.

he incharge of Branch or Desk or Section officer shall keep watch on the progress of

the work carried in his Branch or Desk or Section and ensure that,—

(a)

no references or files or cases remain unattended and pending for want of action ;

(b)

himself will deal with the complicated and important references ;

(c)

scrutinize the notes and drafts submtted to himand record his opinion or suggestion on

the file wherever necessary before submtting it to the competent officer with a view to maintain

the accuracy of the notes and drafts ;

(d)

dispose of on his own initiative and responsibility as many cases as possible ;

(e)

adopt suitable and proper measures so as to dispose of references or cases ;

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(f)

if the original Department desires to mark any file to more than one Department, then

the file shall be routed through those Departments as per the order of marking of the original

Department

(g)

while adopting the above procedure prescribed in clause (f),if delay is likely to be caused

in disposal of the case and the remarks expected fromthe Departments are not likely to be

supporting or are inconsistent or contradictory to those of the concerned Department, then the

originating Department shall prepare separate proposals and obtain the remarks or opinion on it

by forwarding an independent file to each concerned Department

(h)

if the Department is of the opinion that a particular case received in its Branch or Desk

pertains to any other Department then in such circumstances the Department shall forward the

case to the concerned Department mentioning therein clearly the specific entry of the M aharashtra

Government Rules of Business, to which the subject matter relates after obtaining the approval

of the Secretary of the concerned Department ;

(i)

if a question arises as to whether the correspondence received in a Department should be

dealt with by such Department or any other Department, then both the Departments shall, after

discussion settle such question. If the question is not settled within a period of a week then ruling

of the Organization and Methods Branch (0.&M) of the General Administration Department

shall be obtained on such question and once such ruling is given at the level of the Secretary of the

Organization and Methods Branch (0, &M) of the General Admnistration Department the ruling

shall be final, unless there is any other direction of the Chief Secretary or the Chief Minister. If

such kind of question regarding dealing of the subject by another Department arises in any office

other than a Mantralaya Department, then the matter shall be referred within two office working

days, through the Head of the Department to the concerned Secretary-in-charge of the Mantralaya

Department ;

(j)

while the question regarding the transfer of a subject fromone Department to another is

under consideration, the Department, which has received the correspondence, shall continue to

handle such subject pertaining to it, until a decision is taken to transfer the subject to another

Department. In such cases, a separate proposal of transfer of the subject shall be taken up by that

Department ;

(k)

while making unofficial references of the cases of Investment and Infrastructures Facility

Projects to other Departments, such cases shall not be forwarded like other general cases. The

doubts shall be cleared by discussion at the Secretarial level or at least at the level of Joint

Secretary or Deputy Secretary, and after getting concurrence by initial procedure the noting

shall be prepared, so that time is not wasted in repetition of noting and presentation. In the office

of the Secretaries of Mantralaya Department and also in other offices, a Control Register of the

cases received on the subject of Investment and Infrastructure Facility Project shall be maintained

by the Personal Assistant to the Secretary or Head of the Department, as the case may be, and

either on the first day or on the last day of the week the Secretary of the Department or the Head

of the Department shall, on the basis of such Control Register, take review of the disposal or

implementation of such cases.

12.

Procedure for obtaining remarbi

,

or opinion from subordinate offices.—

If it is necessary

for the Mantralaya Department or Head of the Department or Office at the District level to obtain

the opinion or views fromthe subordinate offices, then the following procedure shall be followed,

namely :

(a)

generally the papers of cases shall not be sent to the officers of the subordinate office

unless it really becomes necessary. For such correspondence the e-mail services shall be used on

priority basis and it shall also be binding to send remnders by e-mail

(b)

wherever the papers in a case or the entire case is forwarded to any subordinate office,

the specific points on which the views or opinion is expected fromthe officer of the subordinate

office, shall be clearly and categorically mentioned

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(c)

the concerned officer of the subordinate office shall give the clear-cut opinion or views on

the point referred for opinion or views. The said concerned officer shall also clarify other relevant

and incidental points in relation to the case ;

(d)

the officer of the subordinate office, from whom the opinion is sought shall also suggest a

suitable line of action or opinion or views in certain situations prevailing in that specific matter ;

(e)

the subordinate office shall mention the relevant Acts, rules, administrative orders of

the Government, etc., in support of the recommendation made in any case ;

(f)

in cases wherein the information is called from subordinate or Regional Officer, the specific

date up to which the information is expected shall be mentioned in the letter sent by the Mantralaya

Department. The specific time limt for furnishing of the requisite information fromsubordinate

or Regional Office, shall be determned by considering the scope of the information, the possible

working days required by the concerned Department or District level office for collection of

information from its subordinate offices and the actual days required by that office for dispatching

the said information.

13.

Measures for taking final decision within prescribed period.

The period mentioned

in section 10 of the Act for final disposal of cases is maximumand the cases shall be disposed

of within that period. For avoiding delay on such cases, the following steps shall be taken,

namely

:-

(a)

the Head of every office or Department or any other officer in whomthe authority has

been vested shall take a periodical review at the end of every month to ensure that the official

work assigned to the Government servant is disposed of as per the norms specified in relation to

his work. If such kind of standards are not specified then such standards shall be specified by the

Head of every office or Department immediately ;

(b)

the powers shall be delegated as far as possible to the Head of every office or Department

working under the administrative control of the Mantralaya Departments for taking a decision

on cases. Necessary measures shall be adopted after taking of a periodical review to see that the

powers delegated are exercised effectively ;

(c)

a review of the procedure specified for processing of cases for taking a final decision shall

be taken and any modification, if necessary, shall

be

carried out therein.

14.

Assessment and preparation of list of matters or cases under section 11 of the Act.

he

concerned administrative Department at Mantralaya level, the Divisional Head or as the case

may be, the District Head shall determine and prepare the list of the matters or cases coming

under the purview of the provisions of section 11 of the Act to which the provisions of section 10

are not applicable in certain circumstances and prepare a list thereof and update it twice in a

year after taking the review of such list.

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FORM A

[See

rule 3(3)]

Name and Address of the Office :

Telephone No.

Fax No.

E-mail

ID

Date

Subject :

Applicant should fill up following information

Name of Applicant

Address

Telephone No. if any :

Mobile No. if any

E-mail if any

Signature

Name of Applicant (

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FORM B

[See

rule 3(3)]

Name and Address of the Office :

Telephone No.

Fax No.

E-mail ID

Date

Subject : — Request application for

List of documents required to be submitted with application

1.

2.

3.

4.

5.

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FORM C

[See

rule 3(4)]

Name and Address of the Office :

Telephone No.

Fax No.

E-mail ID

Date

Check list for examining the application received

1. Whether information filled by the applicant

es / No *

is complete

2. Whether required documents as per Form

 

es / No *

"B" are enclosed with the application

3. If no, the documents required to be submitted :

.

2.

3.

4.

5.

4. Whether applicant has been informed

es / No *

Name of the Examiner :

Designation

Stamp of office

* strike off which is not applicable

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FORM D

[See

rule 3(5)]

Name and Address of the Office :

Telephone No.

Fax No.

E-mail

ID

Date

Receipt to the Applicant

To,

Name of Applicant,

Address with Pin Code

Subject : - Your application dated.

for

Sir/Madam,

Your application mentioned above has been received in this office on

mention

the date of receipt). The number of the said application is

The further information

regarding the action taken on your request will be communicated to you within

days *

after which enquiry if any can be made with this office on telephone or e-mail by quoting your

application number and subject.

Name

Designation :

* Mention the period stipulated in the Citizens Charter.

By order and in the name of the Governor of Maharashtra,

JAYANT KUMAR BANTHIA,

Chief Secretary to the Government.

ON BEHALF OF GOVERNMENT PRINTING, STATIONERY AND PUBLICATION, PRIN'T'ED AN ) PUBLISHED BY SHRI PARSIIURAM JAGANTNATFI GOSAVI, PRINTED

AT GOVERNMENT CENTRAL PRESS, 21-A, NETAJI SUBHASI I ROAD, CHARNI ROAD, MUMBAI 100 004 AND PUBLISHED AT DIRECTORATE OF GOVERNMENT PRINTING,

STATIONERY AND PUBLICATION, 21-A, NEI'AJI SUBHASH ROAD, CHARNI ROAD, MUMBAI 400 001, EDITOR SHRI PARSHURAM JAGANNATII

I GOSAVI.