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1. What is the vision of Administrative Reforms Department? 

The Administrative Reforms Department aims to facilitate the pursuit of excellence in

governance through:• Improvements in government structures and processes;

• Economy in government expenditure through conducting wor!studies of various

organi"ations of Delhi #overnment;• $iti"en!friendly initiatives including redressal of pu%lic grievances;• Dissemination of %est practices;

• &implification of procedures; and• Implementation of Right to Information Act' '

2. What is the mission of Administrative Reforms Deapartment? 

Its mission is to suggest remedial measures for good governance( economy in government

expenditure( improve organi"ational functioning through administrative reforms in thespheres of restructuring the departments)organi"ations( process improvement through re!

engineering of wor processes( organi"ation and methods( grievance handling( promoting

moderni"ation( citi"en*s charters( implementation of the Right to Information Act( awardschemes( inculcating discipline amongst staff through regular punctuality drives'

3. Who are its clients? 

+ur $lients are:!

• Departments of #overnment of ,$T of Delhi'• Autonomous -odies).u%lic &ector /ndertaings of #overnment of ,$T of Delhi'

• 0$D),D0$)Delhi $antonment -oard'• $iti"ens with grievances against departments of #overnment of ,$T of Delhi and its

allied %odies( etc'

4. What type of services are being provided? 

1e provide the following services to organi"ations of #overnment of ,$T of Delhi:!

• .olicy support to all departments of #overnment of ,$T of Delhi and coordination;• Administrative reforms pertaining to simplification of procedures and improvement oforgani"ational structure;• 0atters relating to organi"ation and method;• $onducting wor measurement study of various departments #overnment of ,$T ofDelhi;

• Re!organi"ation of departments;• +ffice inspections;• .u%lic grievances;• Implementation of Delhi Right to Information Act( 2334;• Implementation of Right to Information Act( 2335;• &ecretarial functions for office of 6oayuta;• &ecretarial functions for .u%lic #rievances $ommission;• Appointment of consultants for undertaing studies;• 7ormulation 8 coordination and implementation of $iti"en*s $harters'

5. What are the commitments toards citi!ens? 

The citi"ens seeing redress of their grievances with various Departments)Autonomous-odies)6ocal -odies)/ndertaings of #overnment of ,$T of Delhi can expect that:

i9 Their grievances shall %e acnowledged and forwarded to concerned departments'ii9 The visitors to our office will %e treated with courtesy and heard patiently to facilitatesolving of their pro%lems'iii9 ,ecessary guidance and assistance for getting information under the Right toInformation Act shall %e provided'iv9 0onitoring of pending pension cases shall %e done'

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%ntrod#ction8 

The innovation of citi"enBs charter was made %y the -ritish #overnment headed %y .rime 0inister

ohn 0a