‘Nagpur Resolution: A Holistic approach for empowering citizens’

The ‘Nagpur Resolution- A holistic  approach for empowering citizens’ was adopted during the Valedictory session of the two-day Regional Conference on ‘Improving Public Service Delivery – Role of Governments’.

• The conference was organised by the Department of Administrative Reforms and Public Grievances (DARPG), Government of India, in collaboration with the Government of Maharashtra and the Maharashtra State Commission for Right to Public Services.
• Positive approach, transparency, corruption-free system, fast track decision making and social sensitivity are essential to good governance.
• Performance audit of public servants should be done at regular intervals.
• The Conference also resolved to adopt a holistic approach of systemic public grievance reforms through improved mapping, formulation of monitoring matrix, data collection and evaluation in quality of grievance redressal, and to provide an enabling environment for States and Ministries/Departments of the Government of India for creating web portals and to adopt a holistic approach for improved service delivery through digital platforms.
• The Resolution focuses on dynamic policy making and strategic decisions, monitoring of implementation, appointment of key personnel, coordination and evaluation, and achieving a sense of common identity by exchange of technical expertise in the areas of Improved Service Delivery between paired States under the Ek Bharat Shreshtha Bharat Program.

Major Objectives

• To empower the citizens by policy interventions for better service delivery through timely updation of citizens charters, implementation of enactments and benchmarking standards for continuous improvement;
• To empower citizens by adopting a bottom-up approach to bring massive improvements in quality of grievance redressal and reduction in timelines of grievance redressal;
• To adopt a holistic approach of systemic public grievance reforms through improved mapping, formulation of monitoring matrix, data collection and evaluation in quality of grievance redressal;
• To provide an enabling environment for States and Ministries/ Departments of the Government of India for creating web portals and to adopt a holistic approach for improved service delivery through digital platforms;
• To focus on dynamic policy making and strategic decisions, monitoring of implementation, appointment of key personnel, coordination and evaluation;
• To achieve a sense of common identity by exchange of technical expertise in the areas of Improved Service Delivery between the paired States under the Ek Bharat – Shresht Bharat Program;
• To work towards long-term engagements in the areas of Improved Service Delivery for Empowering Citizens through greater cooperation between the DARPG and the participating States and,
• To ensure timely publication of Good Governance Index to identify the quality of governance in 10 sectors especially those pertaining to welfare and infrastructure at the Union, State and District levels.