CITIZENS' /CLIENTS' CHARTER

For

MINISTRY OF ROAD TRANSPORT & HIGHWAYS

(2016-17)

Address Transport Bhawan,No.1 Parliament Street, ,

New Delhi-HOOOl

Website ID http://morth.nic.in!

Date of issue - February2011

(Updated on 24.10.2016)
 VISION / MISSION

Vision

To have a sustainable, efficient, safe and internationall co .

in general and National Highways . frastructure I y mparable quality of road infrastructure
In ras ructure In particula t hl
quick mobility to a level which accelerates socio-economic dev:lo~~~nl:ve enhanced connectivity,

Mission
Development of National Highways (NHs) Network in the country into a road network
of international standards for uninterrupted flow of traffic with enhanced safety
features.
Enhanced connectivity for remote far flung and isolated areas, including North-East
Region (NER),Left Wing Extremism (LWE)affected areas including Tribal areas.
Evolving policies for efficient and safe transportation through the Road Network and
facilitating their implementation.
Establish arrangements for review of Road Transport requirements keeping in view
the long term perspective.
Evolve regulations for safer, fuel efficient and cleaner automobiles in alignment with
international standards.
Improving road safety scenario in the country especially on National Highways.
Promoting IT for facilitating online servicesto the stakeholders.
Strengthening public transport system.

- _- _------ --- --- - --


Main Services/Transactions
Process Document Fees
Responsible Person E-mail Phone No.
SI. Services/Transaction Required
(Designation) Category Mode Amou
No.
nt

NA NA NA NA
das.sn@nic.in 23739088 a) Submission of annual
l. Finalization of Annual Shri S.N.Das
General Plan by State
Plan under National (Director
Governments in
Highways (Original) (Road Development)
consultation with Regional
scheme.
Officers of the Ministry.

NA NA NA NA
b) Approval of Annual Plan
by the Ministry.
NA NA NA NA
das.sn@nic.in 23739088 a) Submission of
2 Sanction of Shri S.N.Das
General proposals and estimates
Projects/Estimates (Director
by the State Public Works
under National (Road Development)
Departments (PWDs).
Highways (Original)
scheme. NA NA NA NA
b) Processingby Project
Zone Chief Engineers.

NA NA NA NA
c) Obtaining concurrence
from Internal Finance
Wing of the Ministry by
the Project Zones.

-2 -

NA NA NA NA
d) Obtaining
administrative approval of
competent authority by
the Project Zones.

NA NA NA NA
e) Issue of sanction letters

Priority list NA NA NA
Shri S.N.Das das.sn@nic.in 23739088 a) Submission of priority
3 Sanction of estimates
General list of CRF estimates by and
under Central Road Fund {Director
the State Governments utilization
(CRF). (Road Development)
based on available certificate.
sanction ceilings.

NA NA NA NA
b) Submission of abstract
estimates by the State
Governments.

NA NA NA NA
c) Processing of the
estimates by Project
Zones.

Obtaining NA NA NA NA
d)
administrative approval of
competent authority by
the Project Zones.

-3'-

a) Furnishing of Utilization Utilization NA NA NA
4. Releaseof Funds Shri Sudip Chaudhury, sudipch2009@ 23739027
Certificate
CE(Planning) gmail.com Certificates by State
Governments for releasing
of funds under Central
Road Fund (CRF).

b) Scrutiny of proposals NA NA NA NA
requesting for funds by
the Project Zones.

c) Obtaining concurrence NA NA NA NA
of Finance Wing by the
Project Zones.

d) Release of funds to the NA NA NA NA

State Governments.

23739088 a) Submission of priority Priority list NA NA NA

5 Sanction of estimates Shri S.N.Das das.sn@nic.in
Economic (Director General list by the State
under
Importance (EI) & Inter (Road Development) Governments.
State Connectivity (ISe)
b) 'In-principle' approval NA NA NA NA
schemes.
accorded by the
competent authority
subject to inter-se-priority
and overall availability of
funds.

c) Submission of detailed NA NA NA NA
estimates by the State

_l-J-

Governments to the
Project Zones.
of the NA NA NA NA
d) Processing
estimates by the Project
Zones.
NA NA NA NA
e) Obtaining concurrence
of Internal Finance Wing
of the Ministry by the
Project Zones.

f) Obtaining administrative NA NA NA NA
approval of competent
authority by the Project
Zones.

a) Review of projects by NA NA NA NA
Review of Progress of Shri S.N.Das das.sn@nic.in 23739088
6
{Director General Chief Engineers of State
works.
(Road Development) Governments on monthly
basis.

NA NA NA NA
b) Review meeting by
Chief Engineers of Project
Zones on quarterly basis
and compiling of
proceedings.

NA NA NA NA
c) Review of projects by
DG{RD)& SS on quarterly
basis.

-5-
 Proposals NA NA NA
Leena js-morth@gov.in 23351280 a) Receivingof proposals
7 Issue of Land Ms.
from executing agerrc:ies.
Acquisition Nandan, Joint
notifications. Secretary (LA)
NA NA NA NA
b) Processing of draft
notifications.

NA NA NA NA
c) Approval of
Competent Authority.

NA NA NA NA
d) Publication of Gazette
Notification 3a.

NA NA NA NA
e) Publication of Gazette
Notification 3A.

NA NA NA NA
f) Publication of Gazette
Notification 3D.

NA NA NA NA
g) Declaration of award
by competent authority,
land acquisition under
Section 3G.

NA NA NA NA
h) Placing the Gazette
Notification before the
Parliament.

-6-

NA NA NA NA
sunilkumar.verma 0120- Obtaining approval of
8 Promote Shri S.K.Verma,
@nic.in 2403396 Competent Authority
Research
Studies
CE(S&R)Roads
.
NA NA NA NA
Processing of proposals
received from State
Governments/Research
Institutions etc.
Submission of self Documents in Processing Demand Rs.
9 Issue of No Highway For the names & Same as in
the previous certified proposal by the terms of the Fee Draft 10,000/-
, Objection Administration Designations &
I
telephone column. Applicant with complete relevant
Certificate which includes
\ set of documents along instructions vide
(NOC) for Regional numbers of the
ROs please refer with processing fee MORTHcircular No.
setting up Officers of the
of to the list of RW/NH/33023/10/
Retail Outlets Ministry
Responsibility Processing of 99-DOIlI. dated
along NHs and Road Transport
and applications, 24.7.2013, as
access & Highways centre
amended from
permission to subordinate
organizations Communication of in- time to time.
private
appended to this principle
properties
CCC approval/provisional
along NHs.
NOC
Construction of fuel
station/private property
by the Applicant at his
own cost

. Final approval after Documents in License Demand Fee

receipt of the terms of the Fee Draft applicable
communication from the relevant as per
Applicant regarding instructions vide circular No.
completion of MORTHcircular No. RW/NH/33

-7-

RW/NH/33023/10/ 023/19/99-
construction as per
approved drawings and 99-DOIII dated 00111 dated
signing of licence deed. 24.7.2013, as 24.7.2013,
amended from as
time to time. amended
from time
to time.
NA NA NA
a) Acknowledgement of NA
(i) Complaints Shri S.N.Das das.sn@nic.in 23739088
request by the
regarding bad (Director
10 Complainant.
condition of General (Road
NA NA NA
specific Development) Processing of NA
b)
stretches of requests, obtaining
National approval of Competent
Highways- Authority for corrective
Road/Bridge/C action.
ulverts etc.
23717294 NA NA
(ii) Toll related Ms. Dakshita dakshita.das@nic.i the NA NA
c) Final reply to
Complaints Das, Joint n complainant.
Secretary (T&C,
GAP) NA NA
(a) Preparation and Sanction Order NA
11 Preparation Concerned List of officers
scrutiny of Bills from the
and scrutiny of Wing/Zonal responsible is
(b) Approval of Concerned Section,
Bills to make Heads (As per indicated is
Competent Authority along with copies
payment to list attached as appended below
(c) Submission of of invoice from the
private Annexure)
Bill to the PAO for firm/supplier
I!:jrms/suppliers
Payment through the
respective DDO viz
DDO (Cash), DDO(WA)
and DDO(RoadSafety)

- 8-

Sanction, bill 01 NA NA NA
12 Payment of Shri Ameesh ameesh.agg@gm 23072681 a) Scrutiny of Bills
bills referred Aggrawal, ail.com received through Sheet for
Controller of DDOs classification.
to in 12 above
byPAO Accounts b) Issueof Cheque/
Demand Drafts

(Note _ State Roads/State Highways/Urban roads and issues relating to enforcement of Traffic Rules/Vehicle Registration Process/ Issuance of
Driving Licenses/Transfer of Vehicle/ Refund of Road Tax are under purview of State government Authorities. Rural roads/Pradhan Mantri Gram
SadakYojna comes under the purview of Ministry of Rural Development.)

_q_
 I

I
I
I
I
I
I
I
I
I
List of Officers referred to in the Col at S.No. 11 I
E.Mail. 1.0. I
Phone No.(Office)
SI,No. Name and Designation
das.sn@nic.in
011-23739088
1 Shri S.N.Das,DG,(RD)
js_morth@gov.in I
011-23351280
2

3
Ms. Leena Nandan, Joint Secretary (Estt., IC, LA& EAP)

Shri Rohit Kumar Singh,Joint Secretary (Highways) 011-23753991

singhrk2@nic.in ,
I

abhay.damle@gov.in
011-23719209
4. Shri Abhay Damle, Joint Secretary (Transport)
dakshita.das@nic.in
Ms. Dakshita Das,Joint Secretary (Toll, General Admn., 011- 23717294
5.
Parliament, Coord., O&M)
~~kilil~'

Service Standards
SuccessIndicator Service Unit Data Source
SI.No Services/Transaction
Standards
Average time taken for finalization of Annual 2 Months State PWD's
1 Finalization of Annual Plan under
(Original) Plan. records
National Highways
Scheme.
Plan Works: Average time taken from the 3 Months State PWD's
2. Sanction of Projects/Estimates
receipt of estimates complete in all respects records
under National Highways
(Original) scheme.
Non Plan Works: Average time taken from the 2 Months State PWD's
receipt of estimates complete in all respects
. records

Average time taken from the receipt of 2 Months State PWD's

3 Sanction of estimates under
abstract estimates. records
Central Road Fund (CRF).
Average time taken from the receipt of request 2 Months Ministry's
4 Releaseof Funds
for release of fund from the State records/State
Government/UTs. PWD's records
Average time taken from the receipt of 3 Months State PWD's
5 Sanction of estimates under
estimates complete in all aspects. records
Economic Importance (EI) & Inter
State Connectivity (15C) schemes.
Conducting Quarterly review meetings by Chief 30 Days State Public Works
6 Review of Progressof works.
Engineers of Project Zones for each quarter Department
within a prescribed time limit not exceeding 30
days of completion of the said quarter.
Average time taken for initial notification 30 Days Executing
7 Issueof land Acquisition
under 3a of NH Act 1956, after its receipt from Agencies/Revenue's
notifications.
NHAI/State PWD,complete in all respects. records.

-l l :

30 Days Executing
Average time taken for initial notification
Agencies/Revenue's
under 3A of NH Act 1956, after publication of
records.
3a.
45 Days Ministry's records.
8 Promote Research Studies Average time taken for processing and
obtaining approval of competent authority for
the complete proposals received from State
Governments/UTs/research institutions
towards encouraging research studies

30 Days Recordsof Oil

Issue of No Objection Certificate Submission of self certified proposal by the
9 Companies
(NOC)for setting up Retails Outlets Applicant with complete set of documents
along NHs and access permission along with processing fee Processing of
to private properties along NHs applications,Communication of in-principle
approval/provisional NOC

Construction of fuel station/private property by

the Applicant at his own cost
Time limit 6 months(180 days of the issue of - - -
provisional NOC

receipt of the 30 Days Recordsof Oil

Final approval after
Applicant regarding Companies
communication from the
completion of construction as per approved
drawings and signing of licence deed.

3 Days CPGRAMSand
10 Complaints regarding bad Average time taken for acknowledgement of
Ministry's records
condition of specific stretches of the request
National Days CPGRAMSand
Average time taken for redressal of the 60
Highways/Road/Bridge/Culverts Ministry's records
/Toll related complaints etc. complaint and furnishing the reply to the
complainant.
30 Days Section
Preparation and scrutiny of Bills to Preparation and scrutiny of Bills
11 Diary/Dispatch
make payment to private Approval of Competent Authority
Register
firms/suppliers Submission of Bill to the PAOfor Payment
7 Days Section
12 Payment of bills by PAO Through respective DDOs
Diary/Dispatch
Scrutiny of Bills
Register
Issue of Cheque/Demand Drafts

-} 3-
 I

I
I
I
I
I
I
I
Highways (including PPP) & Toll

Landline number office E-mail \

Sl.no Name of the Officer I
011-23753991
singhrk2@nic.in I
1. Shri Rohit Kumar Singh,Joint Secretary I
(Highways) I
dakshita.das@nic.in I
Ms. Dakshita Das,Joint Secretary (Toll, General 011-23717294 I
2.
Admn., Parliament, Coord., O&M) I

Road Transport
Landline number office E-mail
Sl.no Name of the Officer
abhay.damle@gov.in
Shri Abhay Damle, Joint Secretary (Transport) 011-23719209
1.

Grievance Redressal
dakshita.das@nlc.in
Ms. Dakshita Das,Joint Secretary (Toll, General 011- 23717294
1.
Admn., Parliament, Coord., O&M)
 I
I
I

I
I
I
I
I
List of Stakeholders/Clients

S.No Stakeholders/Clients

1. National Highways Authority of India

I
2. National Highways and Infrastructure Development Corporation

3. State Public Works Departments of State Governments and Union Territories 1

4. Regional Offices of Ministry of Road Transport & Highways

5. Indian Roads Congress (IRC)

6. Indian Academy of Highways Engineers (IAHE)

7. Transport Departments of States/UTs and State Transport Undertakings

8. NGOs
.
9. Citizens

10. Truckers' Associations/Automobile Manufactures' Association

11. Academic/Research Institutions

12. Contractors

13. Concessionaires

14. Consultants

15. NITI Aayog

Other Ministries such as, Ministry of Railways, Ministry of Finance and Ministry of Statistics & Programme Implementation.
16.

-IS -

Responsibility Centers and Subordinate Organizations
Address
Landline E-mail
Sl.no Responsibility Centers and
Subordinate Organizations number
Plot No. G-5 & 6, Sector-10, Dwarka, New Delhi-75
25093503 chairman@nhai.org
1. National Highways Authority of
India
A-5, Institutional Area, Sector 62, NOIDA, UP.
0120- director.iahe@gmail.com
2. Indian Academy of Highway
Engineers 2400085 - 86,
2405006 - 09
3rd Floor, PTI Building, 4 Parliament Street,
23461600 info@nhidcl.com
3. National Highways and New Delhi - 110001
Infrastructure Development
Corporation, N. Delhi

mostchd@chd.nic.in
Kendriya Sadan, e" Floor, Sector 9A, Chandigarh
Regional Office, Chandigarh 0172-
4.
2743228
MP PWD - D Wing, Satpura Bhawan, Bhopal
0755- romorthbhoal@gmail.com
5. Regional Office, Bhopal
2551329
New Sachivalaya, Block No.14, 2na Floor, Gandhinagar
079- rogandhinagar@yahoo.in
6. Regional Office. Gandhinagar
23240091
Room No. 106, Block C, 1st Floor, Salt Lake, Kolkata
033- rocmorth@gmail.com
7. Regional Office, Kolkata
23586940
Annexe Building, PWD Office, K.R Circle, Bengaluru.
080- robengaluru@gmail.com
8. Regional Office (Civil)
22105765
Bangalore
C-1A, Rajaji Bhawan, Besant Nagar, Chennai
044- rochennaimorth@gmail.com
9. Regional Office Chennai
24919341

-16-

NH Bhawan, Biotech Chowk, Vikas Nagar, Lucknow
0522- rolkorth@gmail.com
10. Regional Office, Lucknow
27388800
17, Aniket Housing Cooperative Society, lAS Colony,
0612- ropatnamorth@gmail.com
11. Regional Office, Patna Kidwaipuri, S.K Nagar, Patna
2525501
H.No. 7, Near Mahavidyamandir School, Rajgarh Main
0361- roghy2007@gmail.com
12. Regional Office, Guwahati Road, Gauhati
2526943
iill Floor, Quality Control Building, Errum Manzil Colony,
040- sehyderabad@gmail.com
13. Regional Office Hyderabad Hyderabad.
23373549
CE(NH), Public Office Building, Thiruvanthapuram
0471- rokeralamorth@gmail.com
14. Regional Office,
Thiruvanthapuram 23356306
NH Campus, Pensionbada, Raipur
0771- eloraipur@rediffmail.com
15. ELO Raipur
2436637
95, New Admn. Buidling No.2 Ground Floor, PWO
022- romumbai@rediffmail.com
16. Regional Office Mumbai Compound, RC Marg, Chembur, Mumbai
25288470
C/o World Bank Project, 184, Infront of CRPF Stadium
0674- robbsr.morth@gmail.com
17. Regional Office Bhubaneshwar Baramunda, Bubaneshwar
2564546
Engineer's Hostel, Ground floor, Suit No.3 HEC
0651- roranchi03@gmail.com
18. Regional Office (Civil) Ranchi Campus, PO Ohurwa, Ranchi
2550301
Nirman Bhawan, Simla-II, Himachal Pradesh
eloshimla@gmail.com
19. ELO Shimla
C/o CE Level 1, PWO, Uttranchal Camp Office,
035-2531125 romorthddn@gmail.com
20. RO Oehradun Oehradun

OCM Ajmer Road, P.O. Shyam Nagar, Jaipur

0141- ro.jaipur.morth@gmail.com
21. Regional Office, Jaipur
2811776

-I 7-

House No. 522, Ground Floor, Millan Nagar, Gutlung,
Regional Office, Itanagar ashwani.kmr@nic.in
22. Tezpur-784001, Assam
Regional Office Vijaywada, Mlo Road Transport &
Regional Office, Vijaywada shrawan.k@nic.in Highways, Gorle Dalappana Veedhi, Near American
23.
Hospital, Punnami Thota, Vijaywada, Andhra Pradesh

Indicative Expectations from Service Recipients

S.No. Indicative Expectations from Service Recipients.

1. Submit duly completed application forms in all respects.

State Governments/UTs should submit all proposals as per Ministry's Standards and Specifications, Ministry's Data Book, Bar Charts, Drawings, Lead
2.
Statements, Investigation reports/supporting calculations etc wherever needed.

3.
State Governments/UTs should properly utilize Central Financial Assistance released and ensure timely completion of Projects and submission of
utilization certificates in prescribed forms in time.

4 Show courtesy to Ministry's officers.

5. Always keep proper record of correspondence done.

6. If you have an appointment with an officer of the Ministry, Please arrive 15 minutes prior to the appointment.

7. Send reports in the prescribed format as per prescribed timelines.

8. Please check the Ministry's /NHAI's website for update on policies, programmmes and procedures.

9. Please give suggestions/inputs on the drafts placed on Ministry's/NHAI website/those circulated.

10 Officials of the State Governments/UTs should attend the conferences/meetings with complete information.

11. Officials attending the training should devote complete attention to the training.

12. Experts and research institutes should give proper assistance in framing/modifications of IRC codes.