CITIZEN S / CLIENT S CHARTER FOR PAWAN HANS LTD. ( )

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Giles Gilbert
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1 CITIZE S / CLIET S CHARTER FOR PAWA HAS LTD. ( ) Aress: Registere Office: Safarjung Airprt, ew Delhi Crprate Office: C-14, Sectr-1, ia (U.P.) bsite: Date f Issue: ext Review: 1 st April, 2018

2 Se 1: Aim, Visin, Missin, Objectives Funs PART- I. VISIO, MISSIO AD OBJECTIVES OF PAWA HAS LIMITED a) VISIO "Enable the peple t have access t safe, secure, sustainable, affrable wrl class niche aviatin services." b) MISSIO T becme a market leaer in Helicpters Sea Plane services, t prvie reginal cnnectivity thrugh Small Fixe Wing Aircrafts peratins prvie repair/ verhaul services at par with iernatinal stars. c) OBJECTIVES: T initiate fleet replaceme / enhanceme plan. T achieve ptimum utilizatin f the fleet. T ensure cinuus imprveme in safety bth in the air n the grun cmparable t the best in the aviatin inustry. T iversify i repair/verhaul facilities / services. T prvie helicpter training, safety service create infrastructure namely Heliprts/Helipas. Capital restructuring t facilitate fleet enhanceme plan. T imprve Iernal Manageme Practices buil capacity within the Organizatin.

3 1. Prviing helicpter supprt services t the il sectr - Lng term helicpter charter services t OGC, Oil Inia, GAIL, etc. 25 Shri Manish Rkae, JGM (Mktg) incharge. mktg@pa wanhans.c.in Ph Fax timely services t the custmers - regular mnitring f custmer satisfa - imprve iernal external custmer satisfa e Agreeme s with the Charterer. Me

4 2. Operate in hilly inaccessible areas - Lng term helicpter charter services t State Gvernmes ther PSUs, OGC agencies namely Meghalaya, Tripura, Sikkim, Oisha, Himachal Praesh, Lakshaweep, Anaman & icbar, Ministry f Hme Affairs (MHA), TPC, etc. 20 Sh. Manish Rkae, JGM (Mktg) incharge. mktg@pa wanhans.c.in Ph Fax timely services t the custmers - regular mnitring f custmer satisfa - imprve iernal external custmer satisfa e Agreeme s with the Charterer. Me

5 3. Make available charter flts fr prmtin f travel turism - Helicpter Services fr Sri, Kearnathji. 10 Sh. M.Bra, GM (R) ans.c.in M Ph Fax timely services t the custmers - regular mnitring f custmer satisfa - imprve iernal external custmer satisfa e Agreeme s with the Charterer guielines f Shrine Bars. Me

6 4. CRM, cmpetency check, special VFR training fr crew thir party auit f peratrs facilities- atinal Institute f Aviatin Safety & Services (IASS), Delhi 5 Shri M.Bra, Chief f Safety ans.c.in Ph , Fax imprveme in perfrmance safety bth in air n grun e Guielines f the Institute. Me

7 5. Heliprt at Rhini, Delhi Services at heliprt. 5 Shri Rajvir Saharan, Heliprt Manager ans.c.in Ph Fax Cmmercial services at Heliprt. e Gvernme Guielines. Me

8 6. Setting up f Helicpter Training Acaemy at Haapsar, Pune. 5 Shri P.K.Markan, Hea (General Engg.) ans.c.in Ph Fax Cnstru f Helicpter Training Acaemy. e Gvernme Guielines. Me

9 7. Operatin & Maienance f helicpters f thers - Operatins & Maienance (O&M) f Dhruv Helicpters f HAL, OGC ther parties. 10 Shri M.P.Singh Hea AME ans.c.in Ph Fax O&M supprt t BSF, OGC. e Agreeme s with the Owner. Me

10 8. Grievance Reressal f citizens-grievance reressal mnitring system is in peratin n the website f Gvernme i.e Sh. Sanjiv Agrawal, (Cmpany Secretary & GM(Legal) c.secy@p awanhans.c.in Ph. (O) Fax Speey reressal f citizen s grievences. e Gvernme Guielines. Me

11 List f Stakehlers / Clies Stakehler/Clie 1. OGC, GAIL, State Gvernmes ther PSUs agencies namely, Meghalaya, Himachal Praesh, Gvt. f Maharashtra, Gvt. f Oisha, Gvt. f st Bengal Tripura, Sikkim, agal, Lakshaweep, Anaman & icbar, Ministry f Hme Affairs (MHA), TPC, etc. Passengers at Sri Kearnathji, stues at Training Institute at Mumbai IASS at ew Delhi, Owners f helicpters fr O&M, Ministry f Civil Aviatin, DGCA, IAF, BCAS, AAI, MF, Ministry f Petrleum suppliers aircrafts, spares, engine, ATF ther items.

12 Respnsibility Ceers Respnsibility Ceer 1. Marketing Departme at CO 2. General Manager rthern Regin 3. General Manager stern Regin Lline n. n. aress , Fax , Fax , , Fax Hea AME , Fax Off. General Manager (Eastern Regi Pawan Hans Lt., C-14, Sectr-1, ia / Fax n Pawan Hans Lt., C-14, Sectr-1, ia Pawan Hans Lt., Safarjung Airprt, ew Delhi Pawan Hans Lt., Juhu Aerrme, Vile Parle (st), Mumbai n Pawan Hans Lt. 3r Flr, Rajashree Inn Htel, VIP Ra, Guwahati (Assam).

13 6. Chief f Safety , Fax Heliprt at Rhini, Delhi Helicpter Training Acaemy at Haapsar, Pune Fax ms.bra@pawanhans.c.in Pawan Hans Lt., Safarjung Airprt, ew Delhi rs.saharan@pawanhans.c.in Pawan Hans Lt., C-14, Sectr-1, ia Inicative Expectatins frm Service Recipies Inicative Expectatins frm Service Recipies timely services t the custmers - regular mnitring f custmer satisfa - imprve iernal external custmer satisfa - Cinuus training evelpme f emplyees as per market nees. - imprveme in perfrmance safety bth in air n grun - Envirnme clearance, letter f ie t the cracting agency - O&M supprt t BSF, OGC, Gvt. Of Gujarat.

Helicopter Connectivity in North East

Helicopter Connectivity in North East By: Pawan Hans Ltd. PAWAN HANS LTD. 1 Pawan Hans at a Glance PAWAN HANS LTD. - National Helicopter Carrier Equity Capital - Rs. 245.616 crores; GOI Rs.125.266 crores