Steel Authority of India Limited - Citizen's Charter

Topics: Steel, Steel Authority of India Limited, Steelmaking Pages: 31 (7662 words) Published: June 24, 2013
CITIZEN’S CHARTER (Excellence in Public Service Delivery) Version 1.2

STEEL AUTHORITY OF INDIA LTD. Ispat Bhawan, Lodi Road, New Delhi – 110003. Website :

Citizen’s Charter: Steel Authority of India Limited


S.No. PART-I : GENERAL 1.1 1.2 PART-II : COMMITMENT 2.1 2.2 2.3 3.1 3.2 3.3 3.4 3.5 Objectives of Citizen’s Charter Management’s Commitment Expectations from the Citizens Service Delivery Process Policies of the Company Feedback Mechanism Monitoring & Improvement of Citizen’s Charter Review of Citizen’s Charter and Service Delivery Annexure –I Annexure –II Annexure-III Annexure-IV Annexure-V Annexure-VI Annexure-VII Annexure-VIII 5 5 6 7 8 8 9 9 10 14 15 17 19 20 21 24 Scope of Citizen’s Charter General Information about SAIL 3 3 Content Page No.


Citizen’s Charter: Steel Authority of India Limited


Citizens are understood as any stakeholder with significant impact and influence on the company ranging from customers, vendors, investors, alliance partners, Government to society at large. SAIL’s Citizen’s Charter contains three broad areas. First part outlines Scope of the Charter and General Information about the company. Second part contains the information on management commitment to the Citizens, details of company business and Citizens’ obligations, thereby making Citizens better informed and empowering them to demand better products and services. In the last part, it describes Citizens’ Service Delivery, by managing the key ingredients for good product and service delivery, and building its own capacity to continuously improve delivery through feedback mechanism.

1.1 Scope of Citizen’s Charter The charter demonstrates our ability to consistently provide quality products and efficient and responsive services that meet requirements of our Citizens with applicable legal, statutory and regulatory requirements. It aims to enhance Citizens’ satisfaction and to continually improve our products and service delivery process. 1.2 General Information about SAIL Organization Steel Authority of India Limited is the largest steel producer in India with a turnover of Rs. 47040.50 crore in the financial year 2010-11. The company owns and operates five integrated steel plants at Rourkela, Bhilai, Durgapur, Bokaro and Burnpur, three special steel plants at Salem, Durgapur and Bhadravati, and SAIL refractory unit at Bokaro, Jharkhand with four plants in Jharkhand and Chhattisgarh producing refractories for SAIL steel plants. The Government of India owns about 86% of SAIL' equity and retains voting s control of the company. However, by virtue of its ' Maharatna' status, SAIL enjoys significant operational and financial autonomy. The company produces the widest spectrum of steel products in the country. It produced 14.9 million tonnes (MT) of hot metal, 13.8 MT of crude steel and 12.9 MT of saleable steel in 2010-11. It employs around 1,10,000 persons. The company has recently completed 50 glorious years of its operations. SAIL has individual units handling research and development, engineering and technology, consultancy, environment management, coal supply, railway logistics, management training etc. In order to retain the market leadership position in the country and maintain competitiveness, SAIL is currently implementing a growth plan to enhance in production capacity in a phased manner. Under the ongoing phase of the modernization and expansion plan, hot metal production capacity will get expanded to 23.6 MT by 2012-13.

Citizen’s Charter: Steel Authority of India Limited


Vision To be a respected world-class corporation and the leader in Indian steel business in quality, productivity, profitability and customer satisfaction. SAIL Credo SAIL has the following Credo: • • • • • We build lasting relationships with customers based on trust and mutual benefit. We uphold highest ethical standards in...
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