'Nagpur Resolution: Holistic approach to empower citizens' adopted during DARPG conference

New Delhi: 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 on 22 December. The Union Minister for Road Transport & Highways and Minister for Micro, Small & Medium Enterprises, Nitin Gadkari, and Minister of State (MoS) of the Ministry of DoNER, PMO, Personnel, Public Grievances & Pensions, Atomic Energy and Space, Dr Jitendra Singh, were present during the adoption of the Resolution.

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 empower citizens by policy interventions for better service delivery through timely updates of citizens charters, implementation of enactments and benchmarking standards for continuous improvement, and by adopting a bottom-up approach to bring massive improvements in quality of grievance redressal and reduction in timelines of grievance redressal.

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.

The Conference agreed 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.

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.

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The ID Staff

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