Citizens'/Clients' Charter Sashastra Seema Bal Ministry of Home

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Citizens’/Clients’ CharterSashastra Seema Bal

Ministry of Home AffairsForce Headquarter S.S.B

East Block-V, R.K. Puram, Sector-1,New Delhi – 110 066

www.ssb.nic.inContents

Sl. No. Particulars Page No.From To

01 Preface 2 --02 Vision 3 --03 Mission 4 --04 Index of services- Service Standard 5 1805 Grievance Redress Mechanism 19 --06 Escalation of Services 20 --07 List of Stakeholders 21 --08 List of Responsibility Centers 22 2309 Indicative Expectations from Service Recipients 24 --10 Month & Year for the next Review and

Conclusion25 --

11 Appendix 26

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SASHASTRA SEEMA BALCITIZENS’/CLIENTS’CHARTER

SERVICE STANDARDS

PERFACESashastra Seema Bal (SSB) is one of the departments under the Ministry of Home Affairs. The role

of SSB can be conceptually divided into two parts. In its larger nodal role, it acts as Border Guarding Force for Indo-Nepal and Indo-Bhutan Borders. To support the executive mandate of the Force different branches are in place. Basically, SSB is operating with the accepted standards and norms as laid down by Departmental guidelines, Ministry of Home Affairs and other Govt. rules and regulations. SSB is also concerned with the process of responsive and people oriented administration. While realising its mandate, this department intends to formulate Citizens’/Client’s Charter with the objective to serve its clients efficiently. The charter is based on the premise that citizen is the king and government organisations exist not to rule, but to serve the citizens.

This Department does not deal directly with the citizen. However, SSB deals with citizen during the recruitment process. Suppliers of various goods and services may also be qualified as citizen. The major part of the service being delivered by this Department is for the government or for the SSB employees/clients. It is because of this, the charter prepared by this department has been named as “Citizens’/Clients’ Charter”.

A Task Force was constituted by Director General, SSB for formulation of the Citizens’/Clients’ Charter of this Department. The structure of the Task Force is given at Appendix.

SSB has identified some of the core services being offered by its various directorates and their standards for the purpose in its first charter being prepared in line with the Performance Monitoring and Evaluation System. This has been undertaken by a Task Force in consultation with the Stakeholders. While identifying the services the focus has been on measurable and verifiable services and their standards. The charter contains Grievance RedressalMechanism related to the services mentioned in the Citizens’/Clients’ Charter. Time lines have been prescribed for final disposal of the compliant arising out of the Citizens’/Clients’ Charter.

This Citizens’/Clients’ Charter of Sashastra Seema Bal will be applicable with immediate effect.

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SERVICE STANDARDS

Vision

To create an enabling environment for the development and management of human resources of SSB for efficient, effective, accountable, responsive and transparent governance.

4


SERVICE STANDARDS

Mission

To attract the most suitable persons, to develop them to deliver the best and to provide better opportunities of excellent career advancement with the objectives to retain and maintain the spirit of excellence of public

service for effective and efficient delivery.

To provide a dynamic framework of personnel policies and procedures for the effective functioning of theorganization.

To develop competence and innovation in organization by building capacity of human resources at all levels of organization for efficient delivery of public services.

To inculcate and support a culture of transparency, accountability and zero tolerance to corruption in public affairs and to institutionalize a system of constructive ongoing engagement with stakeholders to have the desired result for taking SSB to a new height.

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SERVICE STANDARDS

Index of Services - Service Standard-

Sl/No

Services Service/Performance standards

Contact details of the responsible officer

Processes Documents required Fee

Personnel Directorate01 Rotational transfer/

posting of officers31st March every year (during summer chain).

AD (Pers-I, II & III), FHQ SSB, Block-V (East), R.K. Puram, New Delhi- 66.

i) Proposals and willingness of officers from field units through respective Frontier in a consolidated manner with specific recommendationsof Frontier I.G. , keeping in mind the SOP on transfer policy should be adhered to strictly.ii) Summer chain transfer to be effected before 31st

March every year i.e. before completion of education session.

i) Proposals and applications for posting from field.

ii) Posting profiles.iii)Recommendations of Ftr IsG.

NA.

02 DPC for Promotion DPC to be conducted for the next vacancy year (next financial year) by the end of

--do-- i) ACRs/APAR folder along with grading after disposal of representation of below bench mark in r/o concerned officers/officials, if any, as

APARs and DE/Vigilance clearance certificate.

NA

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March of the current year.

per guidelines/instructions of DOP&T will be provided to respective cadre controlling branches from APAR Branch, FHQ, as per their requirement.ii) DE/Vigilance clearance certificate.

03 Financial up-gradation under MACP scheme

a)Screening Committee for MACP to held twice in financial year i.e. in the month of January and July and process the case of MACP falling in that half year.

Head of Office. i) ACRs/APAR grading in r/o concerned officers/officials will be provided to respective cadre controlling branches as per their requirement from APAR Branch.ii) DE/Vigilance clearance certificate.

APAR’s and DE/Vigilance clearance certificate.

NA

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SERVICE STANDARDS

Sl/No




04 Issue of offers of appointment to candidates whose names are recommended by SSC/UPSC and other recruitment centre for appointment on various posts.

60 days (from the date of receipt of recommendation/dossiers of candidates from SSC subject to availability of training slot/ infrastructure).


i) Assessment of unit wise vacancy position.

ii) Deciding the number of candidates to be allotted to each field units/TCs.

iii) Scrutiny of dossiers received from SSC/UPSC.

iv) Issue of offers of appointment to the candidates.

i) Recommendations from the SSC/UPSC.

ii) Recruitment dossiers of candidates selected for the post clear from all angles and availability and educational certificate.

iii)Vacancy.

iv) Standard operating procedures (SOP) for issue of offers of appointment.

NA.

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SERVICE STANDARDS

05 Issue of NOC for applying for higher posts in other departments.

15-20 days --do-- i) Receipt of applications.

ii) Scrutiny of applications for issuing NOC within the prescribed limit of 10% of authorized strength in each cadre, in a particular year.

iii) Obtaining the approval of competent authority.

iv) Issue for NOC.

i) Application of the individual alongwith supporting documents.

ii) DE/Vigilance clearance certificate.

iii) Recommendation from Ftr Hqrs concerned.

NA

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SERVICE STANDARDS

Sl/No




06 Issue sanction orders for payment of Ex-Gratia lump sum compensation to NOK of officials died while on active duty.

45 days (subject to availability of funds/budget and timely sanction by MHA).


i) Receipt of proposal.ii) Scrutiny of proposal. iii)Obtaining

concurrence from IFA, SSB (MHA).

iv) Obtaining approval from DG SSB.

v) Obtaining financial sanction from MHA.

vi) Issue of sanction order.

i) Proposal on the prescribed format.

ii) COI report. iii) FIR/Police

investigation report. iv) Post-mortem report.v) Death certificate. vi) Recommendation of

Head of Office. vii) Recommendation of

Sector DIsG.viii)Recommendation of Frontier IsG.

NA.

07 Release of pension and other retirement benefits to the retired personnel.

In the last month of retirement.

Respective Head of Offices.

i) Processing of the case for pension ORB before one year from the date of retirement. ii) Liaison with the concerned PAO.iii) Issue of orders by PAO.

i) Service books.ii) Nominations.iii) Pension papers/ documents

NA

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SERVICE STANDARDS

Sl/No



Processes Documents required

Fee

08 Family Pension & Other Retirement Benefit.

03 months from the date of death of employee.

Respective Head of Offices.

i) Processing of the case for pension ORB before one year from the date of retirement. ii) Liaison with the concerned PAO.iii) Issue of orders by PAO.

i) Service books.ii) Nominations.iii)Pension papers/documents

NA

09 Pension & ORB on Voluntary Retirement.

03 months from the date of Vol. Ret. of employee.

--do-- --do-- --do-- NA

10 Disposal of representation of employees/retired employees relating to service matters.

a) As per Grievances Redressal Mechanism enforced in the Organisation.b) However, acknowledgement of representation/ grievance immediately and at the most within 3 days of the receipt of the grievances.c) If finalization of a decision on a particular

AD (Pers-I to V), FHQ SSB, East Block-V, R.K. Puram, Sector-1, New Delhi- 66.

i) Receipt of application.ii) Submission of the proposal by the dealing hand within 03 working days.iii) Conveying of final decision.

i) Submissions of applications for various service related matters.

NA

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grievance/ representation is anticipated to take longer time, an interim reply should invariably be sent.

11 Processing of proposal for framing/amendment of Recruitment Rules.

45 days

However, vetting of RRs by the cadre Controlling Branch is required to bedone with in a period of fortnight.

AD (Pers-IV),FHQ. SSB,Block-V (East), R. K. Puram, New Delhi- 66.

i) Detailed examination of proposal and framing of various RRs of various cadres in SSB in the Cell thereof.

ii) Vetting of proposed RRs by Cadre controlling and cadre related branches.

iii) Obtaining approval of the competent authority before submission of the RRs to MHA for notification.

All the relevant documents from different quarters as per the checklist and guidelines of DOP&T/ UPSC.

NA

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SERVICE STANDARDS

Sl/No




12 Limited Departmental Competitive Examination for the post of Asstt. Commandant (GD).Note: Combined LDCE for the posts of AC (GD) in CAPFs is conducted by each CAPF (except CISF) rotation wise.

120 days. AD (Pers-V),FHQSSB, Block-V (East), R. K. Puram, New Delhi- 66.

i) Receipt of notification of vacancies of LDCE quota from other CAPFs.ii) Circulation of advt.iii) Starting of ARC.iv) Scrutiny of applications by ARC & issue of admit cards.v) Detailment of board to conduct of written examination, PST, PET, MET and interview etc.vi) Declaration of final result.

i) Notification of vacancies of LDCE quota.

ii) Recruitment Rules.iii) Standard operating

procedure on LDCE.iv) Question paper.

NA

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SERVICE STANDARDS

13 Conduct of LDCE for various posts other than AC(GD)

90 days. AD (Pers-V),FHQSSB, Block-V (East), R.K. Puram, New Delhi- 66.

i) Receipt of vacancies of LDCE quota.ii) Processing of case to entrust Ftr Hqr to conduct LDCE.iii) Circulation of advt.iv) Starting of ARC.v) Scrutiny of applications by ARC & issue of admit cards.vi) Detailment of board.vii) Setting of question paper.viii) Documentation.ix) Conduct of written examination.x)PST, PET & MET (only for SI(GD).xi) Declaration of final result.

i) Notification of vacancies of LDCE quota.ii) Recruitment rules.iii) Standard Operating Procedure.iv) Question paper.

NA

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SERVICE STANDARDS

Sl/No




14 Processing of the complaints/ cases on vigilance angle for further investigation/ enquiry and disposal thereof.

15 days. AD (Vigilance) , FHQSSB, Block-V (East), R.K. Puram, New Delhi- 66.

i) Processing of complaints.

ii) Orders are issued for enquiry/ investigation.

iii) Examination of enquiry reports/ further advice/ orders are issued.

Complaint/ enquiry report alongwith relevant documents.

NA.

15 Vigilance 10 days --do-- On checking of the records available in the vigilance cell.

All complaints/registers files.

NA

16 Conduct of recruitment of the organization for GD/ Non-GD posts viz. Technical, Ministerial, Para-Medical, Para-Vety Cadres and CT(GD).

As and when vacancies arise normallyfrom April to July everyyear.

A.D. (Recruitment)FHQ, SSB,New Delhi.

i) Receipt of vacancies from cadre controlling branch.ii) Inviting applications from eligible candidates through publishing advertisement in the employment news and regional news papers.iii) Checking of eligibility of applications through detailing application receiving centre.

i) Attested copy of educational qualification certificate.

ii) Attested copy of DOB.iii) Attested copy of

technical qualification (where applicable).

iv)Attested copy of Caste Certificate (SC/ST/OBC).

Rs. 50 for each rectt. except SC/ST/Ex-Servicemen and Female candidates.

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SERVICE STANDARDS

Sl/No




iv) Issuing admit cards to all eligible candidates to appear in recruitment test consist of various rounds, like PST, PET, written test, technical test (where applicable), MET and RME.

v) Domicile certificate.vi)Any other document as per

conditions of recruitment.vii) Discharge certificate in case of Ex-Servicemen.viii) Application form duly filled and signed by the candidate and sent to correct address alongwith all documents with two passport size photographs and two self addressed envelope with postal stamp of Rs. 25/-.

NA

Administrative Directorate17 GPF Advance/

Withdrawl15 working days for submission of proposal to PAO,/ZPAO SSB.

Respective DDO/HOOTele No.011-26196478

As per procedure. i) Application in prescribed proforma. ii) GPF statement.

Nil

18 TA Bills/LTC Bills

--do-- --do-- --do-- i) Application in prescribed proforma and other documents as required under rule.

Nil

19 MR Bills --do-- --do-- --do-- --do-- Nil

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20 FVC bills --do-- --do-- --do-- --do-- Nil


SERVICE STANDARDS

Sl/No




21 Any other personal claims.

15 working days for submission of proposal to PAO.

Respective DDO/HOOTele No.011-26196478

As per procedure. i) Application in prescribed proforma.

Nil

Provisioning & Procurement Directorate 22 Processing

invoices/ Bills of service providers relating to procurement.

15 working days.Subject to submission of all PIs/Bills duly in order.

i) AD(Prov)ii) AD(Proc)iv)AD(M&E)/

Vehicle.

i) Examination of invoices/bills.

ii) Processing of invoices/bills to AO(DDO) for arranging payment by PAO.

Bills /invoices duly completed in all respect.

Nil

23 Other issues relating to release of EMD, Performance Security deposit to service providers.

15 working days.

Subject to fulfillment of rules & norms.

v) –do-- i) Examination of proposal/ application.ii) Obtaining the decision of the competent authority.

Complete documents as required under specified rules/norms.

Nil

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SERVICE STANDARDS

Sl/No




Medical Directorate24 Permission for

treatment/ investigation of individual and his family member from CGHS recognized private empanelled hospitals/ centers on credit basis at Delhi & NCR.

One week (in case of emergency, patient can take treatment from any CGHS recognized private empanelled hospitals/centers without prior permission, followed by documents formalities as per existing instructions.

Commandant (Medical), FHQ SSB, New Delhi-66

Tele-011-26183256

i) Individual will submit written request for treatment/ procedure to his unit after getting Specialist opinion OR referral from Govt. Hospital/ Medical College.

ii) After the written request of individual, concerned unit will recommend and forwarded the case to IG/Dir(Med) FHQ alongwith required documents for taking permission at Delhi & NCR only.

For serving personnel-i) Written application.

ii) Specialist opinion from Govt. Hospital/ Medical College.

iii) Photocopy of I/Card.

iv) Latest pay slip /certificate.

Nil

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SERVICE STANDARDS

Sl/No




iii) If permission for treatment is required other than Delhi & NCR, same should be forwarded to concerned IsG Ftr Hqrs., SSB.

For Dependent family members-

i) Written application.ii) Specialist opinion from

Govt Hospital/ Medical College.

iii) Photocopy of I/Card.iv) Latest pay slip/certificate.v) Dependent certificate duly

countersigned by controlling authority.

vi) Passport size photographs of dependent family member.

Nil

25 Annual Medical Examination.

AME of all combatised personnel should be completed by 31st

Medical officers of the concerned units.

The units head to identify the batches of personnel to undergo AME and circulatethe same to the personnel.

Individual health card. Nil

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March everyyear.

Grievance Redressal Mechanism

In case of non compliance of the service standards, the service recipients/stakeholders can contact the following Public Grievance Officer for redressal of their grievance: -

The Assistant Director (Welfare),Force Hqrs., Sashastra Seema Bal,

East Block-V, R.K. Puram, Sector-1,New Delhi – 110 066.

Ph. No. 011- 26102068 /26106675

The grievance can also be lodged on-line on the following link:

www.ssb.nic.in

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Escalation of Grievance

In case the grievance is not redressed finally, the same can be taken up at higher level to the following nodal authority:

The Inspector General (Pers & Training),Force Hqrs., Sashastra Seema Bal,

East Block-V, R.K. Puram, Sector-1,New Delhi – 110 066.

Ph. No. 011- 26188211

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List of Stakeholders

Sl. No. Stakeholders

01 General public at large02 All Central Ministries/ Departments03 Successful candidates of recruitment conducted by UPSC/SSC/SSB Recruitment Boards.04 Employees/retired employees of SSB.

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List of Responsibility Centres/Attached/Subordinate Organizations

Sl. No.

Responsibility Centers and Subordinate Organizations

Address Landline Number

Email

01 I.G (Admn) FHQ SSB New Delhi(for all training centre’s of H.P., 25 & 55th Bn).

The Inspector General (Admn), Force Hqrs., S.S.B., East Block-V, R.K. Puram, New Delhi-110066

011- 26163496

Control Room-011- 26712046 26182025

[email protected]

02 Ftr Hqr SSB Ranikhet The Inspector General, Frontier Hqrs., S.S.B., Sewa Bhawan (Ganiya Deoli), Ranikhet, Distt-Almora (Uttrakhand) Pin-263645.

05966-221338

Control Room-05966- 222205

222206 222207

03 Ftr Hqr SSB Lucknow The Inspector General, Frontier Hqrs., S.S.B., Sankalp Bhawan, Vibhuti Khand, TC-35-V-2, Gomti Nagar, Lucknow, Uttar Pradesh, Pin- 226010

0522- 2728922 2324510


272188927218812324290

Control [email protected]

04 Ftr Hqr SSB Patna The Inspector General, Frontier Hqrs., S.S.B., Rukunpura House, Rukunpura, Bailey Road, Distt- Patna, Bihar, Pin-800014

0612- 2592744

Control Room-0612- 2590483 2590452

[email protected]

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Sl. No.

Responsibility Centers and Subordinate Organizations

Address Landline Number

Email

05 Ftr Hqr SSB Siliguri The Inspector General, Frontier Hqrs., S.S.B., Village-Ranidanga, Post Office- Susrula Nagar, Distt- Darjeeling, W.B. Pin-734012

0353- 2585900 2585901

Control Room-0353- 2585904 2585074

06 Ftr Hqr SSB Guwahati including Training Center SSB Salonibari

The Inspector General, Frontier Hqrs., S.S.B., Nikita Complex, House No. 345, G.S. Road, Khanapara, Guwahati, Assam, Pin-781022.

0361- 2361055


07 SSB Academy Srinagar The Director, S.S.B Academy Srinagar (Garhwal), Distt-Pauri, Uttrakhand- 246174.

01346- 252121 250451


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Indicative Expectations from Service Recipients/Stakeholders

Applications/proposals are to be submitted in the formats prescribed, if any. Relevant documents/enclosures (duly attested, where required) if any, are to be submitted alongwith the

application. Time lines stipulated, if any for completion of formalities for the service delivery are to be adhered to;

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Month and Year for the next Review of the Charter

January 2014.

Conclusion

As part of the Performance Monitoring and Evaluation System (PMES) for Government Departments, as approved by the Hon’ble Prime Minister, this Department in its first endeavour, has formulated the Citizens’/Clients Charter for the Department. Constant feedback/suggestions from the recipients/ stakeholders regarding services delivered are most welcome as this would enable us to improve the service delivery mechanism and make us more responsive to your needs. Feedback/suggestions on the charter can be sent to-

The Assistant Director (Pers-V/Org),Force Headquarter Sashastra Seema Bal,

East Block-V, R.K. Puram, New Delhi- 110 066.

Tele No. 011-26196440Email: [email protected]

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Appendix

Composition of the Task Force for reviewing of Citizens’/Clients’ Charter of Sashastra Seema Bal

Sl. No.

Name Rank

01 Shri S.K. Gautam, IPS Inspector General (Personnel & Training).02 Shri Chanchal Shekhar, IPS Deputy Inspector General (Operation).03 Shri David Lalrinsanga, IPS Deputy Inspector General (Personnel & Training).04 Shri Bhanu Upadhyay Deputy Inspector General (Admn).05 Shri P. Stobdan Deputy Inspector General (Provisioning & Procurement).06 Shri P.S.S. Negi Deputy Inspector General (Training).07 Shri A.K. Das Assistant Director (Legal).08 Shri P.C. Chinhara Assistant Director (Personnel-V/Org).

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