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Press Information Bureau

Government of India
Ministry of Personnel, Public Grievances & Pensions
22-December-2019 19:04 IST
‘Nagpur Resolution: A Holistic approach for empowering citizens’ adopted during regional
conference organised by DARPG in Nagpur

Union Ministers Shri Nitin Gadkari and Dr Jitendra Singh address the Valedictory Session of
Conference Positive approach, transparency, corruption-free system and fast-track decision
essential for good governance: Shri Nitin Gadkari Minimum Government, Maximum Governance
and citizen-centricity are mantras of Government, says Dr Jitendra Singh

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’, in Nagpur, Maharashtra today. The Union Minister for Road Transport & Highways and
Minister for Micro, Small & Medium Enterprises, Shri Nitin Jairam Gadkari and Minister of State
(Independent charge) of the Ministry of DONER, Minister of State for PMO, Personnel, Public Grievances
& Pensions, Atomic Energy and Space Dr Jitendra Singh were present during the adoption of the
Resolution. 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.

In his address, Shri Nitin Jairam Gadkari said that positive approach, transparency, corruption-free
system, fast track decision making and social sensitivity are essential to good governance. He said that
collective team spirit and humane approach towards the subordinates is the most important quality of
the successful leaders. He said that at the same time we should understand the spirit behind the law. He
emphasized upon the independent and impartial decision making within the domain of law. He added
that development-orientated approach and sensitivity towards the last man in the queue are important
for job satisfaction.

The Minister said that performance audit of public servants should be done at regular
intervals. He said that social and national commitment are important for any civil servant. He
said that administration is the strength of our country and they are important stakeholders. He
added that they play the role of an engine, so their leadership role is very important. Shri
Gadkari said that conversion of knowledge into wealth is the future of country. Speaking about
the role of IT and e-governance in bringing transparency and efficiency in the system, Shri
Gadkari said that Ministry of Road, Transport and Highways has started Fastag system at tolls.
This has led to rise in per day toll collection by Rs 13 crore per day resulting into collection of
Rs 81 crore per day now. This has been implemented upto 51 percent till date and will be
implemented completely by next month.

Speaking about the Nagpur Resolution adopted today, Dr Jitendra Singh said that on earlier occasions
also, Shillong Declaration and Jammu Resolution have been adopted for good governance. He added that
soon after the formation of J&K and Ladakh as UTs, DARPG organised the conference in Jammu, which
was the first major event organised by Centre Government in the UT. The conference was attended by
delegates from 19 states and 7 UTs. The Minister said that Government under the leadership of Prime
Minister Shri Narendra Modi is committed to the mantra of ‘Minimum Government, Maximum
Governance’ since beginning. He said that the emphasis of the Government is on transparency, citizen
centricity and participation. He mentioned about various initiatives taken by the Government:
discontinuation of interviews for junior level posts, launching of portals, self-attestation and en-masse
promotions, among others. He said that the Grievance redressal system has been made more responsive
and prompt. The grievances lodged with the Government have gone up from about 1.5 lakh in the
beginning to about 16 lakh now. This has been due to the prompt and time-bound response by the
Government, he said. He added that telephonic feedback system has been introduced by the Department.

Dr Jitendra Singh said that the Government has started organising these conferences out of
Delhi. Such conferences have been organised in Shillong, Jammu, Chandigarh and other places
across the country. The Minister emphasised upon the maximum utilisation of technology in
governance. He also said that the entire format of PM Excellence Awards has been changed in
recent years and it is now based on implementation in priority programmes. He said the
mantra of Government i.e. ‘Reform, Perform and Transform’. Mentioning about the Prevention
of Corruption Act that was passed, Dr Jitendra Singh said that said that the Government is
committed to zero tolerance towards corruption but shall protect the honest and sincere
officers.

The Chief Commissioner, Right to Services, Maharashtra, Shri S. S. Kshatriya said that 20 states have
passed the Right to Services Act. He briefed about the sessions held during the two-day conference. He
said that awareness needs to be generated about the right to public services. He also emphasized upon
electronic delivery and optimal utilisation of Information technology.

The conference was inaugurated yesterday and six technical sessions were held during the 2-day event.

‘Nagpur Resolution: A Holistic approach for empowering citizens’

The Conference unanimously adopted the ‘Nagpur Resolution: A Holistic Approach for Empowering
Citizens’ outlined below after intensive deliberations during the sessions held over two days. The
Conference resolved that Government of India, the Government of Maharashtra, the Maharashtra State
Commission for Right to Public Services and the participating State Governments shall collaborate to:

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.

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