EPFO Review Meeting: Enhancing Service Delivery
In a significant meeting held at Shram Shakti Bhawan in New Delhi, Sumita Dawra, Secretary of the Ministry of Labour and Employment (MoL&E), reviewed the performance of the Employees’ Provident Fund Organisation (EPFO) across its 21 zonal offices. The meeting focused on key performance indicators (KPIs) that are essential for improving governance and service delivery. Senior officials from EPFO and MoL&E were present to discuss various strategies aimed at enhancing operational efficiency and addressing grievances effectively.
Focus on Aadhaar-Enabled UAN Activation
One of the primary topics discussed was the activation of the Universal Account Number (UAN) linked to Aadhaar. Secretary Dawra emphasized the importance of using Aadhaar as a primary identity document. This approach simplifies government processes and enhances transparency. By linking UAN activation to Aadhaar, employees can avoid the hassle of presenting multiple documents for identity verification. This change is expected to streamline claims settlement and lead to systemic reforms within the EPFO.
Dawra urged that Aadhaar-based UAN activation should occur at the time of UAN creation. She also highlighted the need for collaboration with various departments, including Post Offices, Banks, and Common Service Centres (CSCs), during the monthly ‘Nidhi Aapke Nikat’ events. These collaborations aim to resolve issues related to Aadhaar-based UAN activation effectively. The meeting also assessed the performance of different zones, with top-performing regions like Delhi-Uttarakhand-Jammu & Kashmir, Gujarat, Karnataka, and Goa sharing their successful strategies. Conversely, challenges faced by lower-performing zones were discussed, with suggestions provided to improve their performance.
Improving Grievance Redressal Mechanisms
Another critical area of focus was the grievance redressal mechanism within EPFO. A presentation was made to classify various types of grievances, such as delays in claim processing and technical glitches. The Secretary emphasized the need for efficiency and empathy in addressing member grievances. The analysis included grievances received through various channels, including social media, to gauge the quality of responses from zonal officers.
The Ministry set ambitious targets for improving claim processing times and reducing rejection rates within a month. Several measures were proposed to enhance the grievance redressal process. These included auto-escalation of claims pending beyond 30 days, real-time tracking systems, and dedicated teams for urgent cases like medical emergencies. The meeting reiterated that improving grievance redressal requires not only technological enhancements but also a transformation in the attitudes and behaviors of the staff involved.
Leveraging Technology for Enhanced Governance
The meeting underscored the importance of leveraging technology to improve governance and service delivery. Tools such as the UMANG app for face authentication and Aadhaar-based mobile verification were identified as crucial for efficient service delivery. The use of dashboards for monitoring KPIs was also emphasized as a means to ensure accountability and transparency.
The Ministry’s ongoing review of EPFO operations aims to implement state-of-the-art IT systems and process re-engineering. This initiative is designed to enhance service delivery for over 7.5 crore active members and 78 lakh pensioners. By focusing on technology and operational improvements, the Ministry aims to create a more efficient and responsive EPFO that meets the needs of its members effectively.
Observer Voice is the one stop site for National, International news, Editor’s Choice, Art/culture contents, Quotes and much more. We also cover historical contents. Historical contents includes World History, Indian History, and what happened today. The website also covers Entertainment across the India and World.