Office Procedure - MISCELLANEOUS



61. Departmental instructions -

This manual lays down the essential procedures for efficient paperwork management i.e. processing, handling and control of official papers, in the Central Secretariat. To provide for sufficient flexibility, the manual suggests the issue of departmental instructions which could supplement or vary, within broad limits, the prescribed procedure to suit special conditions and requirements.

62. Maintenance/transfer of records in the personal offices of Ministers -

Maintenance of records in the personal offices of Ministers -

(a) The personal offices of Ministers shall maintain necessary records such as diary, dispatch and file movement registers.

The above records will be in addition to files and folders for papers of secret nature connected with the Cabinet meetings, etc. and for such subjects as considered necessary.

(b) When a file or papers is given to the Minister for seeking orders or for any other purpose, informally, the PS to Minister will be informed. PS to Minister will on receipt of these particulars, will satisfy that such a file has been received by the Minister and watch its further movement. The file will be returned to the officer concerned as soon as the matter has received the attention of the Minister and the file has been disposed of.

63. Maintenance of Websites

All Central Government Ministries/Departments/Offices/PSUs should have a Website containing updated data/information in compliance with the Guidelines of Government of India Websites (GIGW) available on the websites of Department of Electronics & Information Technology ( A nodal officer should be appointed for the purpose and the Website updated regularly.

64. Citizen’s/Client’s Charter -

Citizen’s/Client’s Charter are required to be maintained by all the Ministries/Departments/Offices of the Government of India and the State/Union Territory Governments also and prominently display it on the Website, on a Notice Board of the Information Facilitation Centre. Citizen’s charter is a document which represents a systematic effort to focus on the commitments of the Organization towards its citizens in respect of the Standards of services, information, choice & consultation, non-discrimination & accessibility, redress courtesy and value for money. It is also said as a tool for facilitating delivery of services to citizens with specified standards, quality and time frame etc. with commitments of the organization towards its clients.

A good Citizen’s charter should have the following components:-

(i) Vision and Mission Statement of the Organization.
(ii) Details of the Business transacted by the Organization.
(iii) Details of ‘Citizens’ or ‘Clients’
(iv) Statement of service including standards, quality, time frame etc. provided to each Citizen/Client group separately and how/where to get the services.
(v) Details of Grievance Redress Mechanism and how to access it.
(vi) Expectations from the ‘Citizens’ or ‘Clients’.
(vii) Additional commitments such as compensation in the event of failure of service delivery.

The format for preparing Citizen Charter is available on the SEVOTTAM Manual of the Department of Administrative Reforms & Public Grievances (