CITIZEN'S

CHARTER -2024

www.nbccindia.com Citizen’s Charter 2024

INDEX
Preamble

CHAPTER I – NBCC OVERVIEW

About NBCC
Corporate Mission, Vision & Objective
Business Segments
Subsidiaries & JVs
Major Clients
Order Book & Works Outlook
Few completed & ongoing projects
Development of NBCC Realty
Enhancing global footprint
Fulfilling social obligations
Awards & Recognitions

CHAPTER II – NBCC’S COMMITMENT & OUR EXPECTATIONS

NBCC's Commitments towards Its Stakeholders
Our Expectations

CHAPTER III – NBCC’S WAY OF WORKING

Organizational Setup
Transparency at workplace

CHAPTER IV – Effective Functioning

Grievance Redressal Mechanism & Accessibility of Mechanism
Sub-delegation for effective functioning

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 PREAMBLE
Good Governance has been of utmost importance for sustainable
development, both economically and socially, of an organization. The three
major aspects of Good Governance are Transparency, Accountability and
Responsiveness of the Administration.

This Citizens' Charter exhibits firm commitment of NBCC (India) Limited

towards maintaining Standards in offering its services, solving problems of
clients, Customers & all Stakeholders during their dealing with the
organization.

This is a sincere endeavour by NBCC towards fulfilling its obligation of

providing an efficient, judicious, and responsive administration and to excel
in service to its stakeholders. At the same time, it also includes expectation
of the organization from stakeholders for protecting the trust between
service provider and its users for fulfilling its commitment.

The Citizens’ Charter does not, by itself, create new legal rights or
obligations, but it surely helps in enforcing existing rights or obligations by
NBCC (India) Limited.

Contact details of personnel responsible for each area of services at the

Corporate Office (HOD’s) and Regional Offices (RBG’s) are made available
with an aim to let stakeholders know the mandate of NBCC towards
achieving the assured level of services.

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NBCC OVERVIEW CHAPTER I

Founded in 1960 as a Govt. of India Civil Engineering Enterprise, NBCC with its Headquarter in Delhi, today, holds the
status of Navratna CPSE, and has emerged as a behemoth Construction Company on the back of its capabilities,
innovative approach, and adherence to highest standard of commitment by a dedicated workforce. Listed with both the
Stock Exchanges, the company’s unique business model has propelled it to become India’s flagship leader in the
construction sector while also simultaneously executing prestigious global projects, resulting in a staggering Order
Book. Since its listing in 2012, NBCC’s market cap has grown significantly and the Company has posted a substantial
growth since 2002-03. NBCC is an ISO 9001:2015 Organisation from the Bureau of Indian Standards in respect of all
activities carried out for providing Project Management Consultancy & Execution of Projects.

NBCC has to its credit, completion of large value projects of diverse nature such as:
 Re-development of Old Govt. Colonies.
 Stalled Stressed Real Estate Projects - Amrapali
 Real Estate Business.
 Consultancy Services.
 Border Fencing Works.
 Projects under Jawaharlal Nehru National Urban Renewal Mission (JNNURM), now named as Atal
Mission for Rejuvenation and Urban Transformation (AMRUT) and other Infrastructure developments
works.
 PMGSY Road Projects in Tripura, Jharkhand, Bihar, West Bengal and Orissa
 Major Infrastructure Works that include- Roads, Highways, Bridges, Flyovers, Airports, Subways.
 Irrigation Projects
 Townships, housing complexes, multistoried office complexes, hospitals, hostels, luxury hotel
complexes, Institutional buildings.
 Large Conference Halls, Exhibition and Convention Centres/ Pavilions,
 Industrial structures, cement plants, chemical complexes, paper & pulp projects, fertilizer plants,
refineries.
 Power plant works — coal handling plants, circulating water system and ash handling plant, main civil,
structural and architectural works, foundations, water conductor system.
 Tall chimneys upto 275 M high, Natural Draught Cooling Towers, Induced Draught Cooling Towers
 Overseas Presence - Maldives, African Countries, Mauritius, Dubai and Seychelles.

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 NBCC JOURNEY
1960
1960 Incorporated as National Buildings
INCORPORATED AS
NATIONAL BUILDINGS
CONSTRUCTION Construction Corporation
CORPORATION. THE
COMPANY’S 1977 Footprints in Overseas Markets
REPUTATION IS BUILT
ON FAIRNESS, 1988 Diversified Into Real Estate Sector
DISCIPLINE AND TIMELY
EXECUTION, BESIDES AN
2012 Listed in Stock Markets & Accorded Mini-
UNWAVERING
COMMITMENT TO
Ratna status
EXCELLENCE IN ALL
FACETS OF BUSINESS
AND OPERATIONS. 2014 Attained 'Navratna’ Status

2017 Acquired Hindustan Steelworks

Construction Limited (HSCL)

2018 Acquired HSCC (India) Limited

2019 Crossed ₹ 10,000 crore as Consolidated

Revenue

2020 Completed First Smart Sub-City Project – East Kidwai Nagar, New Delhi

2022 Started Delivery of Stalled Amrapali Projects Real Estate Project

2023 Record Sale of Redevelopment, Real Estate in

Amrapali & World Trade, Centre, New Delhi, Delivery of
iconic projects like Bharat Mandapam, New Delhi & Cone

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 Shaped Dhana Dhanya Auditorium at Kolkata- a Marvel of
Architecture

2024 Historical Financial and overall Performance

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 CORPORATE VISION, MISSION &
OBJECTIVES

CORPORATE VISION TO BE A WORLD CLASS INTEGRATED ENGINEERING,

CONSTRUCTION AND PROJECT MANAGEMENT

CONSULTANCY COMPANY AIMING AT ACCELERATING

SUSTAINABILITY & PROVIDING EXCELLENCE WITH

UTMOST GOVERNANCE.
MISSION

TO CONTINUE TO BE THE BUILDING BLOCK OF THE

NATION BY PROVIDING HIGH QUALITY, SUSTAINABLE

INFRASTRUCTURE DEVELOPMENT ACROSS THE NATION

THROUGH INNOVATIVE & WORLD CLASS

CONSTRUCTION SOLUTIONS AND OPTIMIZING VALUE

OBJECTIVES FOR ALL STAKEHOLDERS AND PROVIDING UTMOST

CUSTOMER SATISFACTION.

THE STRATEGIC OBJECTIVES IN BRIEF OF NBCC ARE

LISTED AS FOLLOWS:

1. TO BE THE FIRST RANKED CONSTRUCTION BUSINESS

COMPANY IN INDIA.

2. TO ADOPT BEST PRACTICES AND STATE-OF-THE ART

TECHNOLOGY IN CONSTRUCTION BUSINESS TO

ACHIEVE A PREMIER POSITION AND GAIN

SUSTAINABLE COMPETITIVE ADVANTAGE.

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 BUSINESS SEGMENTS

The Company’s present areas of operations are categorized into following three segments, i.e.,

(i) Project Management Consultancy (PMC)

-Institutional, Housing & Industrial Sectors
-Redevelopment work of Govt. Colonies
-Roads, Hospitals, Medical Colleges
-Offices, Airports, Bridges
-Land Monetization & Overseas Work

(ii) EPC Contracting

-Civil & Structural works for power project
-Chimneys & Cooling Towers

(iii) Real Estate Development

-Commercial - Corporate office buildings
-Township & Residential Apartment
-Mixed Use Development

LAND MANAGEMENT:
In pursuit of growth, NBCC has diversified into Land Management whereby NBCC has been designated as
Land Management Agency (LMA) by the Govt. of India to assist in disposal of land/ immovable assets of the
sick/ loss making CPSEs to ensure their time bound closure as per decision taken by Government.

REDEVELOPMENT PROJECTS:
The Company has created a new business vertical namely, Redevelopment of Properties, taken up in a self-
revenue generation model. This industry-defining exemplary model has tremendously strengthened
company’s business prospects, with Govt. and Civic Administrators awarding mega redevelopment projects.

Some of the key projects include:

 Redevelopment of General Pool Residential Accommodation (GPRA) Complex at New Moti Bagh,
Delhi, completed in a phased manner from May 2009 to March 2012 at a cost of Rs. 523.41 crore.

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 Redevelopment of Kidwai Nagar (East) spread over area of 86 acres for an approximate cost of Rs. 5,298
Crore.

 Redevelopment of 3 GPRA colonies in Delhi – Sarojini Nagar, Netaji Nagar, Nauroji Nagar at total cost of Rs.
25,000 Crore (approx.). NBCC took Nauroji Nagar Project to new heights by securing the World Trade Centre
License from WTCA, reflecting the company’s entrepreneurial drive.

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Other Major PMC Projects:

 The company has taken up the momentous task of redeveloping the iconic Pragati Maidan Complex
into a World Class State-of-The-Art International Exhibition-Cum-Convention Centre (IECC) at a cost
of Rs. 2,350 Crore (approx.)

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 The Hon’ble Supreme Court in 2019, assigned the job of completion of Amrapali stalled housing projects to
NBCC on PMC basis where Hon’ble Supreme Court will facilitate the funding's. There are total 25 nos. projects
of Amrapali Projects in Noida & Gr. Noida. out of 38,000 housing units 19,000 units are completed and we are
committed to provide remaining houses on and before 31st March, 2025 which shows NBCC’s Capabilities to
Solve the Country’s complex problem and contribute towards nation buildings.

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 SUBSIDIARIES & JVs

NBCC has set up following functional Subsidiary and JV Companies:

MAJOR CLIENTS

List of Few Clients:

 Ministry of Housing and Urban Affairs  IITs

 Ministry of Home Affairs  NITs

 Ministry of Commerce & Industry  AIIMS

 Ministry of Labour and Employment  IIMs

 Ministry of Education  BHEL, NTPC

 Ministry of Rural Development  Central Universities

 Ministry of External Affairs  Hon’ble Supreme Court of India (For

Amrapali Project)
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ORDER BOOK AND WORKS OUTLOOK

NBCC at present has significant outstanding Order Book. The Company has a remarkable track record of
completing several illustrious projects.
Since inception, the Company has a proven track record of implementing mega-value building projects for its
esteemed clients who comprise Ministries – both Central and States, PSUs, Government Departments,
Autonomous Bodies etc. The company is engaged in many flagship schemes of Govt. such as Swachh Bharat
Abhiyaan, JNNURM/ AMRUT, Namami Gange, Smart City, Skill India Mission, PMAY, PMGSY, Oxygen plants
and others. Currently, the company has secured several big-ticket projects and has been involved in execution
of various illustrious projects, viz.:
WORKS SECURED (Consolidated)
• Works Secured during the year (2022-23): 6500 crore
• Works Secured during the year (2023-24): 24,000 crore

• Major project during FY 2023-24 :

 Additional FAR work Amrapali Projects Rs. 10000 Cr.
 Development and Monetisation of major land parcel of Kerala state Housing Board
(KSHB) - Rs 2000 Cr
 Largest grain storage project in the world in the cooperative sector - Rs 1500 Cr
 IIT - Bhubaneshwar , Odisha - Rs. 878.79
 Government Presses Redevelopment - Rs 750 Cr
 Campus of NIT Sikkim - Rs. 560 Cr
 IIM Vishakhapatnam- Rs. 445 Cr.

 Jawahar Navodaya Vidyalaya in various states at Odisha, Bihar, Jharkhand, UP &

NER, Delhi Rs 346 Cr
 Rani Lakshmi Bai Central Agricultural University at Jhansi - Rs. 332 Cr
 NIFT Varanasi – Rs. 288 Cr
 Ravenshaw University Works - Rs 264 Cr
 National Institute of Fashion Technology campus at Varanasi - Rs 218 Cr
 Public Works Department, Puducherry - Rs 208 Cr
 Bokaro Steel, township, Mines works - Rs 180 Cr
 GLOBAL PRESENCE

FEW COMPLETED PROJECTS

Planning, designing and raising of replica of 120 feet high wooden flag post along with lighting,
illumination of flag post at Rashtrapati Nilayam, Hyderabad Telangana.
Kaushal Bhawan, New Delhi

Bharat Mandapam, New Delhi

Indian Institute of Management, Sambalpur, Odisha
Gujarat Bhawan , Delhi
World Trade centre (WTC), Nauroji Nagar, New Delhi

New building of Sports Injury Centre (SIC) at Vardhman Mahavir Medical College & Safdarjung
Hospital, New Delhi
NBCC built Madhya Pradesh Bhawan, Delhi

Dhana Dhanaye Auditorium at Alipore, Kolkata, West Bengal

GLIMPSE OF OVERSEAS OPERATIONS

COMPLETED PROJECTS
NAME OF PROJECT VALUE
(Rs. in Crore)
MAURITIUS
New Supreme Court Building, Port Louis, Mauritius 210.00

New Supreme Court Building, Port Louis, Mauritius

NAME OF PROJECT VALUE

(Rs. in Crore)
REPUBLIC OF NIGER

Mahatma Gandhi International Convention Centre at Niamey, Niger 392.00 Crore

Construction of Mahatma Gandhi International Convention Centre at Niamey, Niger
DEVELOPMENT OF NBCC REALTY

Over a period of 25 years, NBCC has developed several Real Estate Commercial and Residential projects. In
Real Estate, NBCC today has huge land reserves spread pan India with numerous completed, on-going and
upcoming projects. The Company believes that nothing is more important than its customers. Offering the most
efficient designs and enduring Architectural Masterpieces that bring never ending smiles to millions of faces and
modernizing Indian Lifestyle by building sustainable integrated townships, NBCC owes its elevated stature to
the uniqueness of its offerings. Building sanctuaries for happy and satisfied families and also for commercial
stakeholders, it always offers its customers, the benefits of affordability, superior location, eco-friendly
environment, detailed planning and a host of other advantages.

ARAVALI APARTMENTS, ALWAR

NBCC VALLEY VIEW KOCHI

ALWAR, RAJASTHAN

NB

NBCC IMPERIA, BHUBANESWAR

 NBCC COMMERCIAL COMPLEX, LUCKNOW

FULFILLING SOCIAL OBLIGATIONS

CORPORATE SOCIAL RESPONSIBILITY (CSR)

NBCC is committed to nation building and contributing to the society that will sustain its growth. It works with
communities near its operation to implement a range of programs that positively impact their lives. Taking a
holistic and sustainable approach, our teams participate throughout a project’s lifeline and contribute in areas
such as health, education, nutrition, empowerment, infrastructure development and local employment.

In alignment with vision of the Company, NBCC, through its

CSR initiatives, continues to enhance value creation in the
society and in the community in which it operates, through its
services, conduct & initiatives, so as to promote sustained
growth for the society at large in fulfillment of its role as a
Socially Responsible Corporate.

Heritage Restoration - NBCC adopted Purana Qila, New

Delhi for up-gradation and maintenance under the Ministry of
Tourism, Government of India scheme “Adopt a Heritage”
and in collaboration with ASI worked out a comprehensive plan to restore the Old Fort. NBCC also undertook
the task of illumination of the historic Red Fort by replacing the existing lights on 1.3 km length of parapets and
using around 2,500 lamps. NBCC had partnered with the Archaeological Survey of India for the project to
enhance Lal Qila’s (Red Fort) architectural splendor after sunset. Recently, NBCC has also undertaken the task
of illumination of the historic Qutub Minar.
 NBCC has illuminated a beacon of Delhi’s
Mughal heritage Qutub Minar in collaboration
with the Archaeological Survey of India

SAFETY, HEALTH & ENVIRONMENT:

Safety and housekeeping are integral part of any project under execution. Continuous efforts are
made in this regard which are further constantly reviewed & enhanced in order to achieve goal of
zero accident. It is ensured that all the workers are protected against the occupational hazards at
every instant by adopting safety measures such as barricading at heights, use of safety nets, etc.
and by regular use of personal protective equipment’s such as safety helmets, safety boots & shoes,
belts, goggles, face shields, earplugs, gloves, etc. Further, practice of regular housekeeping is
adopted to keep the site more efficient, accident free and hygienic to work. The continuous effort to
keep a tidy jobsite encourages good work habits, improves morale & efficiency, saves time and
promotes safety at construction site.

ENVIRONMENT FRIENDLY CONSTRUCTION:

 New Moti Bagh Complex: The zero waste project at GPRA Complex, New Moti Bagh, New Delhi is
one of its kind initiatives in the country. The project has achieved significant results and appreciation
from ministers, senior government dignitaries and media. NBCC has been conferred with Indian
Green Building Council’s (IGBC) Silver Rating for its sprawling GPRA Complex, New Moti Bagh. The
award is a recognition of the green initiatives taken by NBCC in the colony with an encouraging as
well as an active support of our Ministry, Government of India at every step and the colony has
earned the rare distinction of being the country’s first and largest certified green campus. Bio-
digester toilet, Sewerage Treatment Plant & Solid Waste Management are Operational at New Moti
Bagh GPRA Complex developed by NBCC Ltd.
East Kidwai Nagar Re-development: Besides the above, NBCC has set up a Construction &
Demolition waste recycling plant at its East Kidwai Nagar re-development project, for manufacturing
of bricks. Following are some of the sustainable feature:
 Zero Waste - Working on Zero Waste policy right from Construction phase.
 Construction & Demolition Waste Recycling Plant In Situ with Zero Waste has been
completed.
 Zero Sewage - Bio-digester toilet installed for disposing human waste in ecofriendly
manners.
 Zero Discharge into Sewerage System. 2 Nos. 1500 KLD Sewage Treatment Plant for
Sewage treatment. Treated water reused for horticulture, flushing and cooling towers.
 Zero Litter - Solid Waste Management. No litter will go out of the colony including Plastic
with plastic waste converted into fuel.

ACTIVITIES TOWARDS SUSTAINABLE CONSTRUCTION:

NBCC has pledged in presence of the Hon’ble Prime Minister to construct ‘Zero Energy Infrastructure’ by 2022
as part of India’s Global Environmental commitments by ensuring all the water and solid wastes to be recycled
and reused to make the projects nature friendly. Adoption of dry construction methodology, modular products
and other technologies along with skilling and reskilling of workforce for minimizing dust pollution as NBCC’s
contribution towards creation of clean and green infrastructure in the country. NBCC has also undertaken
plantation drive across all project sites around the country and has planted thousands and thousands of trees.

Company’s all new projects are conceived/ conceptualized in line with Bureau of Energy Efficiency (BEE) and
GRIHA norms. Some of the Green Buildings executed by the NBCC are Indian Institute of Corporate Affairs
(IICA) in Manesar, LEED Gold rating, Civil Services Officers Institute (CSOI) in New Delhi, a GRIHA 3-Star
Building, National Institute of Food Technology Entrepreneurship and Management (NIFTEM) in Sonepat
(Haryana), Aaykar Bhawan in NOIDA (UP), SIB, Kolkata (WB), Coal India Building, Kolkata (WB), National
Institute for Solar Energy (NISE) at Gurgaon conferred upon GRIHA 5 star rating, Central Bureau of
Investigation (CBI) H.Q. building, IGBC green building certification trophy 2015 for silver rating.
 CHAPTER II
NBCC’s COMMITMENTS TOWARDS ITS STAKEHOLDERS

The Citizens’ Charter highlights NBCC’s commitment to all its stakeholders including the customer,
as he is the key to the existence of the organization.
1. Ensure an efficient, transparent, accountable, and cost-effective administration.
2. Select vendors in a fair and transparent manner and in the best interest of the customers as
well as the client.
3. Conducting fair & open transactions with all our Business Partners
4. Ensure that all public grievance petitions are addressed in an objective manner.
5. Revise existing policies and devise new policy, whenever necessary, to ensure better services.
6. Ensuring proactive approach and promptness in solving grievances of all stakeholders
OUR EXPECTATIONS FROM

With an aim to arrive at mutually beneficial relationship between NBCC & its stakeholders through
Citizens’Charter, NBCC expects the following from:

GOVERNMENT:
NBCC expects Government to support its policies & initiatives for rendering better services to the industry,
intervene into its working and guide wherever the Government feels it necessary and stand behind the company
in case of need.

INVESTORS:
NBCC expects the shareholders should repose faith in the management of the Company which they have done
in the past and support the management in its rough times.

CLIENTS/ CONTRACTORS/ CONSULTANTS/ CUSTOMERS/ VENDORS:

NBCC expects all to recognize NBCC, respect NBCC and cooperate with various endeavors NBCC is making in
its growth and diversification of business.

CITIZENS / PUBLIC AT LARGE:

 To interact with NBCC & its allied offices within the prescribed channels of network
 To maintain ethics while raising an issue with NBCC or communicating with NBCC officials
 To honour and abide by the Rules and Regulations as prescribed by NBCC in various areas of
functioning, and
 To offer suggestions to streamline the functioning in various areas, promote accountability and
responsibility
 CHAPTER III
ORGANIZATIONAL SET UP

NBCC is headed by the Chairman-and-Managing Director who is supported by three functional Directors and
two ex-officio Directors, nominated by Ministry of Housing & Urban Affairs (Govt. of India).
CORPORATE OFFICE:
NBCC has its Corporate Office at New Delhi which works as a policy maker, planner and overall controller.
Corporate functions are managed through various organizational divisions viz. Project Management Group,
Business Development, Real Estate, Vigilance, Contract Engineering, Law, Centralized Procurement Group
(CPG), Finance, HRM & Administration.
The main functions of the heads of the Organizational Divisions are broadly as under:
(These are however, subject to change as circumstances warrant, under orders of appropriate authority).
DIRECTOR (FINANCE):
Besides being a member of the Board of Directors, she heads the Finance Division and Accounts
Department. The work of Finance and Accounts Departments is distributed under four main sub
divisions viz: (i) Control (ii) Establishment (iii) Funds Management and (iv) Accounts.
DIRECTOR (COMMERCIAL):
Besides being a member of the Board of Directors, he is the overall in-charge of various corporate
functions at Head Office viz., Business Development, Overseas Projects, Real Estate (Execution,
Marketing & Sales), Re-development works (Execution, Marketing & Sales) besides being in-charge
of various Regional Business Groups (RBGs), Strategic Groups (SBGs)/ Zones.

DIRECTOR (PROJECTS):
Besides being a member of the Board of Directors, he is overall in-charge of various Regional
Business Groups (RBGs), Strategic Groups (SBGs)/ Zones. He coordinates the works of all Heads
of these business groups. The function also includes co-ordination, liaison with clients, achievement
of Turnover targets and overall profitability. He is overall in-charge of all projects across India except
for works under Director (Commercial).

CHIEF VIGILANCE OFFICER:

The Vigilance Division is headed by Chief Vigilance Officer who is appointed by Govt. of India out of
the panel of officers given by the Central Vigilance Commission. Besides preventive vigilance and
technical examination of works, complaints received from within the Corporation, members of Public,
Central Bureau of Investigation, CVC, clients and Ministry of Housing & Urban Affairs are examined
and investigated and wherever lapses are noticed, conducts disciplinary proceedings against the
delinquent employees.

FUNCTIONAL SET UP:

The work of the corporation is further decentralized into various Regional Business Groups (RBGs),
Strategic Business Groups (SBGs), Zones, Units and Sites. RBG/SBG is controlled by executives of
the rank of Sr. ED/ ED/CGM respectively.

Regional Business Groups and Strategic Business Group headquarters are located at Delhi as well
as at other places in all the states depending upon the quantum and the nature of the projects.
RBGs are headed by Executive Director; SBGs by CGM/ GM and are assisted in their work by
Technical, Finance & HR Staff of appropriate level. RBGs/SBGs control and look after projects
under their domain which are headed by Zonal Incharges.

Each project is a profit centre and is expected to operate efficiently to achieve turnover targets and
profitability as per MoU signed between the corporate office and the RBG/SBG. The Zones are
headed by an officer of the rank of AGM/DGM. The Zonal In-charge is responsible for efficient
execution of a project and within approved cost who is assisted by other Technical staff depending
upon the nature and value of project. The unit In-charge of level of PM/ DPM/ SPE, from time to
time, appraises the Zonal In-charge about providing the requisite inputs / resources required for the
execution of the work.

Project site is controlled by a Site In-charge. The project is provided with the required number of
technical staff. The site in-charge is responsible for efficient execution of the project ensuring its
timely completion.
TRANSPARENCY AT WORKPLACE

NBCC truly believes that Transparency plays a major role in organizational success and sprouts major
benefits such as Organizational Stability, Enhanced Productivity, Solid Teamwork, Action-Based
Accountability, Better Engagements of the Employees, and Trustworthy Relationship with stakeholders and
Customers among others.

EMPLOYEE RESOURCE PLANNING (ERP)

The record keeping and Data Maintenance was streamlined by using this application. All the circulars,
employee related forms and office orders are being uploaded in ERP. This reduces the communication time,
effective communication, and transparency within and outside the organization with the following modules:
Human Resource Management, Finance Accounting Module, Payroll Module, Internal Audit/Cost & Budget,
Project Management Module, Employee Annual Property Returns, Employee Performance Management
System, Employee Sewa, Stationary Module, Income Tax Module, E-Billing, IT inventory Module.

ERP with same modules and functionalities as of NBCC has been implemented for the NBCC subsidiary
company i.e. NBCC Services Limited (NSL), Hindustan Steelwork Construction Limited (HSCL), HSCC
(India) Limited.

RECRUITMENT PROCESS

NBCC has extended the transparency in DPC / Recruitment process also. Recruitment in NBCC has been
streamlined by way of receiving applications for various posts in mode and selection up to middle level
posts based on written test only, with no interviews.

e- OFFICE

NBCC has implemented eOffice to make the official communication time bound, easy tracking and faster,
which is being procured from National informatics Centre (NIC). Adopting eOffice has resulted in number of
benefits like bringing the transparency in the system, improved efficiency in working, easy searching &
retrieving of files/data, alerts on urgent files. It can also generate need based reports like MIS reports
(Status, Pendency), VIP References, Receipts Diary, File register and consolidated reports. Moreover, it has
also resulted in cost and resource utilization & reduction in paper Consumption. Eoffice, an integral part of
eoffice suite is a system designed for the government departments, PSU's Automation bodies to enable
paperless office by scanning registering and routing the inward correspondences along with creation of file,
noting, referencing, corresponding attachment, draft for approvals and finally movement of files as well as
receipts.

e-TENDERING

All tenders valuing Rs. 25 lacs & above in NBCC are being done through e-tendering mode making the
process faster, simpler & transparent.

e-PAYMENTS

NBCC is almost cashless and doing financial transactions (receipts and payments) through Digital mode,
i.e. e-payment (Net Banking), UPI and RTGS mode, which has resulted in transparent and speedy
transactions, thereby, leading to transparency and lower cost of keeping records. No payments are done in
cash.

e-BILLING

Module of E-billing developed by NBCC is a step towards transparency and ease of doing business. E-
Billing facilitates the contractor to enter the bill and upload the supporting documents for submission to
Engineer in Charge with a single click. The bill can be corrected, modified by the designated authorities
before submitting to the higher authorities for approvals. With this facility, the movement of the bills can be
tracked as well it also allows viewing the bill submitted and passed at different levels.

VENDOR GRIEVANCE MANAGEMENT SYSTEM (https://web.nbccho.com/VendorGrievanceSystem/)

For addressing the issue of grievances of vendors and to resolve those issues which are mainly related to
non-payment of their Running/ final bills, non-release of Performance Guarantee, Security Deposit, non-
finalization of extra/substituted items etc., a vendor grievance portal at NBCC web site has been put in place
which registers Grievances of Vendors with a unique registration number. A nodal officer of the level of
Executive Director/ Chief General Manager has been appointed at corporate office to receive those
grievances who take comments and relevant documents from the concerned project office and put up the
issues with recommendations to the Directors for expediting action on those pending issues in a time bound
manner.

SALE OF REAL ESTATE PROPERTIES THROUGH ONLINE MODE AND E-AUCTION leads to
transparency in allotments / payments.
PROCUREMENT THROUGH GOVERNMENT e-MARKET PORTAL

Procurement through GeM (Government e-Market) portal has been started which is a transparent method of
procurement. Scanners, Printers, Cassette AC, Desktops, Stationary Items, and portable hard disk etc. are
some of the items which NBCC has successfully procured through GeM portal.

Besides this, various manuals, procedures, guidelines e.g. Works Manual, HRM Manual, Finance Manual,
General conditions of contract, safety manual, quality manual etc. have been made for standardizing the
functioning of employees in their day to day working which are being updated on a regular basis as per the
feedbacks received and experiences gained by concerned employees and other stakeholders to maintain its
dynamic character and are published on website/ ERP portal for greater transparency.

Various in-house Meetings with participation of all senior officers at All India level are held to discuss about
the functional and developmental issues of the company and presentations are done giving suggestions for
bringing changes in the guidelines, structure of the company.
 CHAPTER IV

GRIEVANCE REDRESSAL MECHANISM & ACCESSIBILITY OF MECHANISM

NBCC is always committed and ever alert to redress grievances of its all stakeholders, customers, vendors in a
responsible and effective manner.

NBCC is having its own Dispute Resolution Mechanisms which are elaborated as under:

[1] NBCC has two-tier dispute resolution framework, one each at the Board Level, and the Below-Board
Level, for resolution of disputes/grievances of the contractors, consultants, etc.

(A) The Board Level Committee comprises of Functional Directors and the Independent Director on the
Board of NBCC:

(B) The Dispute Resolution Committee comprising 3 senior below-Board level officials of the rank of
Executive Director/ Chief General Manager from Engineering and Finance discipline, apart from an
independent member of the rank of Chief Engineer of CPWD who is nominated by CMD from outside
of NBCC.

[2] The aggrieved contractors/consultants, etc. can raise their grievances/disputes through a written
application addressed to the concerned Engineer in-charge or to the Director.

[3] There is another facility available at NBCC web site for the vendors where the aggrieved may file their
disputes through a centralised grievance redressal portal which is handled at Vendors’ Grievance
Division in HO by a senior officer and disposed of in a time bound manner.

[4] The disputes raised by any contractor/consultant with NBCC is referred by the Director to the committee
when any amicable settlement is not found between the officials of concerned unit/division and the
aggrieved contractor/consultant.

[5] The Committees provide speedy resolution of disputes/grievances within 30-45 days of their initiation.

[6] The Committees can recommend solutions/settlements on issues/disputes/grievances raised by the

consultants, contractors, etc., and recommend suitable actions against defaulting employees,
consultants, etc.

CENTRALIZED PUBLIC GRIEVANCES REDRESSAL AND MONITORING SYSTEM [CPGRAMS]

(https://pgportal.gov.in/cpgoffice/)
In pursuance of the government’s objective of accountable, transparent and citizen friendly government, it was
decided by Department of Administrative Reforms and Public Grievances (DARPG) to establish speedy and
effective grievance redressal machinery namely Centralized Public Grievances Redressal and Monitoring
System [CPGRAMS]. The objective is to ensure availability of the grievance system to the citizens thereby
providing him/her facilities to lodge the grievances, find the status, and send reminders etc., irrespective of their
geographical location.

NBCC has been using CPGRAMS effectively in order to resolve various grievance petitions lodged by citizens
in a time bound manner. The complaints forwarded by PMO/DoPT/Parent Department i.e. Ministry of Housing &
Urban Affairs are monitored at HOD level and the quality and timeliness of the redressal is monitored at Director
level. NBCC prepares replies to all such petitions and uploads scanned copies of replies in the portal.
Sub-delegation for effective functioning

For effective day to day functioning of the organization and operational autonomy, powers are sub-delegated by
the Chairman cum Managing Director at different levels to the officials of the Corporation working in different
capacities at projects and as controlling authorities at regional offices and Corporate Office. The works assigned
to various officials are carried out by them as per delegated powers.

The powers related to routine functioning at Projects is sub-delegated to the officials of the level of Project
Manager/ Dy. General Manger/ Addl. General Manager who are working as Unit/ Zonal In-charges and
stationed at the respective project sites. These works are further supervised, controlled, and monitored by the
Regional Heads of the level of General Manager/Chief General Manager/ Executive Director stationed at
various Strategic locations in different states all over India with their reporting to the Directors/ Sr. ED. Any
grievance pertaining to execution of projects, contractual matters is dealt directly by the Zonal In-charges,
Regional Heads, and the concerned Director/ Sr. ED.

Important contact numbers are enclosed at Annexure-I. Information on any issues pertaining to various
functional areas/ matters dealt at HO level can be obtained directly from the concerned officers during office
hours.

(*Office of the Directors to be contacted only during emergency or in case no satisfactory response is received
from the Departmental Heads).

Annexure - I

LIST OF SENIOR OFFICERS

1. Shri Rajendra Chaudhari, 011-24367314-17 CPGRAM, CSR, RTI, LMA,
Sr. Executive Director (Engg.), Ministry Co-ordination,
NBCC (India) Limited, NBCC Bhawan, MoU, Information
Lodhi Road, New Delhi-110003. Technology, Research &
Development, New
E-mail: Technology, IR & Business
rajendra.chaudhari@nbccindia.com Development
2. Shri Yogesh Sharma 0120- Head of Regional business
Sr. Executive Director (Engg.) 4766509/10/11 Group (RBG) Utrakhand &
NBCC(India) Limited, NBCC Business Infrastructure
Centre, Block-A, 8 TH FLOOR, LOGIX
TECHNOVA, NOIDA-201301(UP)
yogesh.sharma@nbccindia.com
3. Shri M C Bansal, 011-24367314-17 Head of Department
Sr. Executive Director (Fin.), (HOD)
NBCC (India) Limited,
NBCC Bhawan, Lodhi Road, PCD, Budget & CTC
New Delhi-110003.

E Mail: audit@nbccindia.com

4. Shri Manas Kaviraj, 011-24367314-17 Human Resource

Sr. Executive Director (HRM), Management (HRM) and
NBCC (India) Limited, Administration works
NBCC Bhawan, Lodhi Road,
New Delhi-110003.
E Mail : hrm@nbccindia.com

5. Mrs. Reshma Dudani, 011-24367314-17 Head of Department

Sr. Executive Director (Engg.), (HOD)
NBCC (India) Limited, *Ministry Coordination
NBCC Place, Pragati Vihar, *Investor Relation
New Delhi-110003. *MoU with Administrative
Ministry(MoHUA)/DPE
E-mail: min.coord@nbccindia.com *CRM
*E-billing system for NBCC
projects
6. Mrs. Annu Garg, 011-24367314-17 Head of Department
Sr. Executive Director (Arch.), (HOD)
NBCC (India) Limited, Consultancy
NBCC Bhawan, Lodhi Road,
New Delhi-110003.

E-mail: annu.garg@nbccindia.com

7. Shri Pawan Kumar, 011-24367314-17 Head of Department

Executive Director (Engg.), (HOD)
NBCC (India) Limited, *PMG and OSD cell.
NBCC Bhawan, Lodhi Road, *AMRCD Matters
New Delhi-110003. *Vendor Grivances

e-mail: pmg@nbccindia.com
8. Shri Arun Kumar, 011-24367314-17 Head of Department
Executive Director (Engg.), (HOD)
NBCC (India) Limited, *Central Procurement
NBCC Bhawan, Lodhi Road, Group (CPG)
New Delhi-110003. *Empanelment of
contractors/Consultants
E-mail: cpg.ho@nbccindia.com * Award of works to
contractors & Consultants
* Contract Engineering
matters
9. Shri Hrishikesh Kumar, 011-24367314-17 Head of Department
Executive Director (Fin.), (HOD)
NBCC (India) Limited,
NBCC Bhawan, Lodhi Road, Compilation
New Delhi-110003.

E-mail: comp@nbccindia.com
fund@nbccindia.com
10. Shri Devendra Kumar, 033-40671092/95 Head of Regional business
Executive Director (Engg.), Group (RBG) under State
NBCC (India) Limited, of West Bengal.
Vibgyor Tower, Action Area-I, CE-II,
New Town, Rajarhat, Kolkata-700156
rbg.east@nbccindia.com
11. Dr. Vijay Kumar Choudhary 011-24367314-17 Information relating to
Executive Director (Finance) finance , Merger &
NBCC (India) Limited, Acquisition
NBCC Bhawan, Lodhi Road,
New Delhi-110003.
vk.c@nbccindia.com
12. Shri Pradeep Sharma, 011-24367314-17 Head of Department
Executive Director (Engg.), (HOD)
NBCC (India) Limited,
NBCC Bhawan, Lodhi Road, Business Development
New Delhi-110003.

E-mail: bdd@nbccindia.com
13. Shri Kusha Ganeshiya, 011-24367314-17 Head of Department
Executive Director (HRM), (HOD)
NBCC (India) Limited,
NBCC Bhawan, Lodhi Road, HRM
New Delhi-110003.
E Mail : hrm@nbccindia.com
14. Ms. Deepti Gambhir, 011-24367314-17 Company Secretary
Executive Director (CS),
NBCC (India) Limited, Board Matters
NBCC Bhawan, Lodhi Road,
New Delhi-110003.

E Mail: co.sectt@nbccindia.com

15. Shri Anuj Goyal 011-24367314-17 Head of Department

Executive Director (Engg.), (HOD)
NBCC(India) Limited, *Technical Audit
NBCC Bhawan, Lodhi Road, *Safety
New Delhi-110003. *Quality & ISO.
 Email: techaudit@nbccindia.com
16. Shri Pravin Tukaram Doiphode 0651-2530969 Head of Regional business
Executive Director (Engg.), Group (RBG) under State
NBCC India) Limited, 4 th Floor, 401, of Bihar & Jharkhand.
Mangal Tower, Old H.B. Road, Near
Kantatoli Chowk, P.S. Lower Bazar,
Ranchi-834001. Jharkhand. e-mail:

E-mail: jharkhand@nbccindia.com
bihar@nbccindia.com

SENIOR OFFICERS OF Subsidiaries

1. Shri T L N Reddy, 033- 2473 7546 Hindustan Steelworks
Managing Director, HSCL Construction Limited

5/1 Commissariats Road, 1St Floor

Hastings, Kolkata-700022 West
Bengal

Email:hscl.ceo@gmail.com,
cmd_sect@hscl.co.in

2. Shri Novman Ahmed, 0120-2542436-40 HSCC (India) Limited

Managing Director,HSCC
E-6(A), Sector 1, Noida - UP – 201301

E-mail : cmd@hsccltd.co.in
3. Shri Sanjay Kumar Gupta, 011-45721410 NBCC Services Limited.
Executive Director (NBCC) &
Chief Executive Officer
NBCC Services Limited,
NBCC Centre, Ground floor, Okhla,
Phase-I, New Delhi.

E-mail: nsl@nbccindia.com