Citizens'/Clients'/Customers' Charter
Directorate of Advertising & Visual Publicity
Ministry of Information & Broadcasting
Soochna Bhavan,CGO Complex
Lodi Road, New Delhi
110003
Website:www davp.nic.in
January 2011
DAVP: A Citizens'/Clients'/Customers' Charter
I. Aim of the Charter
The purpose of this Charter is to enable providing quality service to our Client Ministries and Departments, as well as media organizations, public and private, that carry our advertisements, and to anyone who does business with us or partners us in any way.
II. Our Vision
To achieve a seamless dissemination of social messages from the Government to the masses, thereby informing, educating and empowering them, and thereby transforming their lives.
III Our Mandate
To inform the people about the initiatives, policies, programmes and achievements of the Government through:
IV: Our Services
The services we render:
II. Service Standards
Sr. No. | Main Services | Service Delivery Standard |
1 | Publishing Press Advertisements in Newspapers on behalf of Ministries/Departments/PSUs/Autonomous Bodies etc | Within five working days of request from Client (after funds and approval from client) |
2 | Preparation of Media-Plan of Empanelled Newspapers within Client's Budget. | Within 3 days of request from Client |
3 | Designing of Press Advertisements | Within 10 days of Client request |
4 | Airing of TV/Radio advertisements in TV/Radio Channels on behalf of Ministries/Departments/PSUs/Autonomous Bodies etc | Within 7 working days of request from client (supported by funds,creative and approval) |
5 | Preparation of Audio-Visual Campaign Plan based on Client's Budget | Within 10 days of request from Client |
6 | Production of TV/Radio Advertisements | Within two months of request letter from Client |
7 | Printing of posters/booklets/folders/diaries/calendars | Within one month of final approval of content by Client |
8 | Implementation of Outdoor Publicity Campaign involving kiosks, hoardings, banners, bus-panels etc. on behalf of Clients | Within one month of final approval from Client, along with transfer of funds |
9 | Wallpaintings on behalf of Clients | Within two months of final approval and transfer of funds |
10 | Preparation of Outdoor Campaign Plan based on Client's Budget | Within two weeks of Clients' request |
11 | Distribution of Publicity Material on behalf of Clients | Within one month of final approval and transfer of funds by Client |
12 | Preparation of estimate for dispatch of material by Mass Mailing Wing | Within one week of the request from Client |
13 | Release of payment to media organisations | Within three months of raising of bill |
14 | Disposal of applications for empanelment/rate renewal | Within two months of the final meeting of the Empanelment Advisory Committee |
15 | Furnishing of expenditure statement to Client | Within two weeks of request |
V Grievance Redressal Mechanism :
a. Name and contact details of Public Grievance Officer:
b. Helpline number/Website URL to lodge grievances : Grievances can be lodged with DG, DAVP at dgdavp[at]nic[dot]in or ADG at adg[dot]davp[at]nic[dot]in or the Grievance Officer at mattujpsingh[at]rediffmail[dot]com
c. Response to be expected by person lodging the grievance: A reply from Public Grievance Officer outlining the steps taken to redress the grievance.
d. Timelines for redress: Within two months of the complaint
VI Our clients/Stakeholders are:
VII. Responsibility Centers and Subordinate Organisations
1) Responsibility Centers in New Delhi:
2) Responsibility Centers outside New Delhi:
Two Regional Offices at Bangalore and Guwahati to coordinate the Directorate's activities in the southern and eastern regions respectively:
3) The Exhibition Wing has 32 Field Exhibition Units including mobile exhibition vans. In addition, there is a Regional Exhibition Workshop at Chennai and a Exhibition Kit Production Centre at Guwahati to assist the Exhibition Division at Regional Offices in designing and fabricating exhibits.
VIII. Responsibilities of Citizens'/Clients'/Customers
IX Next Review of the Charter
DAVP shall review this Charter on a yearly basis, in consultation with both its Clients and the media organizations who carry its advertisements. The next Review of this Charter will be published in January 2012.
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