Welcome to National Buldings Construction Corporation Ltd.
Sevottam
1. The Department of Administrative Reforms and Public Grievances has developed a model for benchmarking Excellence in Public Service Delivery (Sevottam). The model provides a framework to organizations to assess and improve the quality of service delivery for the citizens. It involves identification of the services to be delivered, setting of service norms, aligning delivery capability with expectations of citizens, metrics for quality of service delivery through objective assessment and improvement of quality using interventions like business process redesign and information technology The Sevottam framework takes note of best-in-class practices across the world and yet remains grounded in Indian realities.
2. NBCC primarily deals with clients such as Ministries/ Departments, State Governments, Autonomous bodies, Central and State Public Sector Undertakings etc. In its projects, public interface with citizens is not common as NBCC deals normally only with its clients during project execution and the defect liability period. NBCC in consideration of its interfaces with the public has developed sub-systems aligned with the principles of Sevottam.
The following parameters are being monitored by NBCC to measure and improve its service delivery:-
Quality of work
Quality of work is given prime importance and separate Quality cells are generally available in every site to monitor and ensure quality of execution of works on day to day basis. NBCC is an ISO 9001:2000 certified company for providing consultancy and construction services by Consultancy Division and Project Management Group. In its bid to promote quality in execution, all major projects are brought under the ambit of ISO certification and a dedicated ISO cell is also operational in Head Office, which conducts audits. Besides, periodic inspections are conducted by Regional Business Group/Strategic Business Group Heads to ensure that work is executed as per specifications. This parameter is also monitored quarterly in the form of a specially designed Feed Back Form from all customers, which is analyzed and steps to improve quality of services undertaken.
Pace/Progress of work
Software tools are adopted for planning projects and for resource allocation. Project execution schedules are drawn up to avoid slippages in delivering the projects within contractual periods. The progress made is periodically monitored with reference to agreed schedule and critical projects are put on Web based monitoring. This parameter is monitored quarterly and feed back is obtained from customers, is analyzed and suitable action is taken.
Promptness in attending to complaints
Quality of works is accorded top priority and works are executed to such standards so that complaints do not arise. In a few cases where complaints do arise, they are attended to on priority. Care is also taken that similar complaints are avoided in future by sharing with other work groups within the corporation, working under similar circumstances. This parameter is monitored quarterly and feed back received from customers is analyzed and suitable action, if required, is taken on priority.
Safety Record
NBCC gives a very high priority to the safety of its employees and workers and is endeavoring to be a 'Zero Accident Company'. In this direction, aspects such as accidents, reportable and near misses and other safety matters are being quarterly monitored.
Major Defects Record (Liability Period)
Major defects observed during the defect liability period are being monitored for all the completed projects. This monitoring is carried out quarterly to ensure that the projects executed by NBCC have no/minimum defects in the defect liability period.
Environmental Friendly Projects:
NBCC is concerned about the increasing environmental pollution particularly in the wake of rapid urbanization, industrialization and increasing population. NBBC is actively involved in combating environmental pollution by way of construction of Sewage Treatment Plants, Solid Waste Management Plants, Water Treatment Plants, Green Buildings etc. The Solid Waste Management Scheme and Green Buildings are designed to ensure maximum reduction in emission of Green House Gases responsible for global warming and thus contribute substantially towards Clean Development Mechanism. Under this head, successful implementation of new environmental friendly projects is being monitored on annual basis.
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