ITM University Interim Report

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INTERIM REPORT

Programme

PENSIONERS PORTAL, CENTRAL MMP::DELIVERING SERVICES

ITM UNIVERSITY

2013 -14

FOR

BY


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ITM University, Gurgaon

ITM University,

HUDA Sector 23A,

Gurgaon, Haryana 122017

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ttp://egov.engineeringwatch.in/


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2.Tradional Method of Pension Project : Manual Mode

The manual method of pension fund management maintains or keeps records in a filing

cabinet about each employee/pensioner that is registered with a Pension FundAdministrator (PFA). When an employee decides to open an account with a PFA for the

purpose of rerement savings, the former (pensioner) has to go to the physical locaon of

the PFA to obtain and fill a registraon form.

Upon returning the form, the PFA clerk opens a file for the employee where the filled form

and other vital documents as required or that relate to the employee are stored. The file is

then passed on to the next PFA personnel to verify the employees registraon which may

take some days if not weeks as the case may be. Using the manual method, the employee is

unaware of his/her account balance except if he visits the PFAs office. So, in case offinancial impropriety in the employees account, there is no way he/she can track this. In the

manual method, it is a bit cumbersome for the PFA to maintain an uptodate record of

employees/pensioners. When an employee switches job or changes locaon probably from

one state to another, it takes me before these changes can be effected in the employees

record.

3.Emergence of Pension MMP

Due to the rapid increase in the number of pension seekers over the years and increasing

expectaons of the cizens, it was the need of the hour to renovate the exisng system to

make it more transparent and liberal. In accordance to this, the Ministry took up an

iniave of construcng a Naonal eGovernance Plan the Centralized Pension Mission

Mode Project which aims to deliver all Pensionrelated services to the cizens in a mely,

transparent, more accessible, reliable manner & in a comfortable environment through

streamlined processes and commied, trained & movated workforce.

4. About Pensioners Portal The Web based Pensioners' Portal is a Central Mission Mode Project of the Department of

Pensions and Pensioners' Welfare (DoP&PW), Government of India, takenup under the

Naonal eGovernance Plan (NeGP). It is majorly aimed at delivering transparent services to

the needy pensioners through an online access of the pension/rerement related

informaon, other senior cizen services and grievances handling mechanism. The portal

being provided is a combinaon of interacve and noninteracve components and helps to

serve as a bridge between the Pensioners and the Government. The portal is also expected

to serve as a one stop informaon source for the pensioners of Government of India(especially civil pensioners) across the country.




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5.Objecve of the Pension Mission Mode Project (MMP)

To provide an online facility to the pensioners regarding pension/ rerement related

informaon, services and grievances handling mechanism.To provide a single window service to Central Civil Pensioners i.e to provide all

services with a single entry point

To facilitate a simple, fast paced, efficient and effecve grievance redress

mechanism for pensioners.

To keep the pensioners aware of their rights and responsibilies/obligaons

To provide accessibility to the Pensioner's Associaon/ Welfare Organizaons over

the informaon of their members and lodge grievances on their behalf.

To bridge the gap between the pensioners and the government.

To deliver transparency and reliability in the services being provided

6.Users of the System

The users are categorized into three major groups:

Pensioners/Family Pensioners(i.e. Civilians)

Pensioners Associaons/Welfare organizaons

Designated Pension Grievance Officers, Heads of Offices and Secretariat staff of all

Ministries/ Departments/Organizaons handling the pension related maers

pertaining to their prerered or post rered employees.

7.Interacve Facilies provided on the Pensioners' Portal

Online calculators for the calculaon of pension/family pension, gratuity and

commutaon.

Pension Payment Order (PPO) Status enquiry by pre/post rered employees.

Online lodging and status enquiry of grievances by the pensioners (through

CPENGRAMS).

Submission of replies/clarificaons by the pensioners.Generaon of Personalized Pension Road Map.

Online correspondence by the pensioners with CPAO.

Search facility for accessing pensionrelated guidelines, rules schemes etc.

SANKALP provides an opportunity for voluntary work contribuon to the Pension

welfare associaon.




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8.Centralized Webenabled Pension Grievance Redress

and Monitoring System (CPENGRAMS)

CPENGRAMSis an online webenabled system over NICNET developed by NIC in associaon

with the Department of Pension & Pensioners' Welfare for speedy and effecve monitoring

of grievances by various Central Government Ministries/ Departments /Organizaons

including the Department of Pension and Pensioners' Welfare. This system, besides

providing a faster access to the pensioners, offers the following online facilies:

Registraon of Pension Grievances

Forwarding of Reminders/Clarificaons

Query on the Status of any of the Registered Grievances

Help

Salient Features of CPENGRAMS:

CPENGRAMS is an integrated applicaon system, based on web technology which

primarily aims at facilitang the submission of pension grievances by the aggrieved

pensioners from anywhere and anyme (24x7) basis as well as efficient

communicaon between the nodal Pension Grievance Officers of Government

Organizaons and pensioners resulng in the speedy redress of their grievances.

CPENGRAMS facilitates an automac system generatedunique registraon number

upon the online submission of a grievance by any aggrieved pensioner.

CPENGRAMS enables an automac online exchange of informaon related to

pension grievances between the concerned Ministries Departments/Organizaons

and the subordinate organizaons.

Web enabled CPENGRAMS can be accessed by Ministry Departments /Organizaons

through merely using any Internet browser, i.e. without the need for any addional

requirement of dedicated hardware and soware at their end.

CPENGRAMS also facilitates the Ministries / Departments / Organizaons to enter the

pension grievances received locally in their offices and to forward the same to their

subordinate organizaons online for ulmate redress.

CPENGRAMS helps generate monitoring and query reports as per the requirement of

Ministries / Departments / Organizaons for effecve monitoring of pending

grievances.

CPENGRAMS facilitates the generaon of automated leers like Acknowledgement

and Final reply leers etc. for official correspondence wi th complainants.




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The system is flexible enough to be extended to mulple levels below as per the

requirement of Ministries / Departments / Organizaons for online speedy and

effecve redress of grievance.

How to access CPENGRAMS?

Aggrieved Pensioners can access the CPENGRAMS (Registration Module) by

clicking the link "Grievance Registration" under the section namely "Aggrieved?" of

Pensioners' Portal for registering the grievance online through Internet.

CPENGRAMS (OFFICE Module) is available at http://pensionersportal.gov.in under

the link "Centralized PENGRAMS" which can be accessed by the Secretariat Staff of

Ministry / Department / Organization for viewing / entering and processing the

grievances received through internet/post. The Office Module can also be used by

the PGOs for accessing and recording the action taken towards an early redress and

disposal of the grievances online. Operation / User Manual for using this module by

the PGOs is available online as a part of CPENGRAMS (OFFICE Module)

Screen Shot:

Click on this Icon and you will be redirected to a

new page




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Click here for individual pensioner

Individual Pensioners:

Click here to login.




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For Pensioners Association :

Ministry / department/organization:

How to register the grievance by an Aggrieved Pensioner using Internet?

Upon clicking the link "Grievance Registration" under the Section "Aggrieved?" of

Pensioners' Portal, the following screen of CPENGRAMS (Registration Module) will

appear. Upon Clicking at "Register the Grievance" option (Refer Fig. A), the

pensioner will be able to access the Electronic Grievance Registration Form (EGRF)

to facilitate him/her fill-in the personal and grievance particulars in the Form. After the




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grievance is registered, a registration number will be allotted by the system. The

complainant/pensioner should note down the same for all his/her future references by

the system. The pensioner can also use this registration number for sending

reminder(s) / clarification(s) as well as for checking the current status of the

registered grievance online at any point of time.

Screen Shot of the Pension Portal and Step-by-Step instructions for Grievance

Registration

Select Pension

Related opon




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You will be redirected to a new page:

You can choose other options for sending the clarification as well as tracking the

Click on Pension Related

opon

Select Lodge your Grievance opon

For sending reminder/clarificaon

Track the progress of your request




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progress of your request

A dialog box will open where you have to fill in the required information and for

lodging the complaint

Screen shot of the registration form:

How to send the Reminder/Clarification?

For sending a Reminder /Clarification the Aggrieved Pensioner can use the option, "Send

Reminder! Clarification"

Click on this opon




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How to check the status of a registered grievance?

For checking the status of Registered Grievance, "Check the Status of Registered

Grievance" option should be selected and the required registration number of the already

registered grievance is to be entered. The system will then display the latest status of the

grievance.

Select this opon for viewing the

status of request

Enter the Registraon

Number

Click on OK




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Provides mely rerement benefit processing.

If the Pensioners' Portal requests you to provide personal informaon, you will be

informed for the parcular purposes for which the informaon is gathered and

adequate security measures will be taken to protect your personal informaon.It does not sell or share any personally idenfiable informaon volunteered on the

Pensioners Portal site to any third party (public/private). Any informaon provided to

this Portal will be protected from loss, misuse, unauthorized access or disclosure,

alteraon, or destrucon.

It does not permit our pages to be loaded into frames on your site. The pages belonging

to this Portal must load into a newly opened browser window of the User.

CPENGRAMS facilitates an automac system generated unique registraon number

upon the online submission of a grievance by any aggrieved pensioner/Pensioners'

Associaons. The unique registraon number also sent to mobile number and Email ofthe complainant ( if provided)

Reducing distance both in terms of me and space by bringing a gamut of public services

virtually at the doorstep of the common man.

10. LIMITATIONS:

Inefficient User Interface: The portal does not serve the pensioner with an efficient user

interface. The usage may be affected in a way by the language problem of users.

Scope for mobile technological advancement: Mobile based applicaon is not made

yet. For current portal one should have a computer system to use the service.

Lack of adequate informaon flow among PFA personnel: PFAs are unable to give

their customers clear informaon as to what their balance is and what is the esmated

amount of money they will be collecng if they rere.

Redundant links on the home page: The portal lacks a user friendly environment for

navigaon to various links and has a redundancy in the links. For example, the pension

calculator link is available on top, le and right sides of the home page. This can be

improved to a single boldly visible link on the page using drop down menus.One step user login for grievance redress: The grievance redress mechanisms login

form should be available on the home page itself.

Feedback link and social connecon links: Feedback link should be included in the

boom of the page. The portal has no connecvity with the social media like Facebook,

Twier, etc.

Toll free no. for queries: A majority of people feel uncomfortable in using these portals

due to lack of computer knowledge. The page should include a toll free no. for query

clarificaon.

Language opons: The site is currently available in English version only and can beextended to Hindi and other regional languages.

Lack of computer knowledge: People feel uncomfortable in using the portals because




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to MSDG for mobile based services.

Mobile Seva provides an integrated plaorm for government departments and agencie s in

the country for delivery of public services to cizens and businesses over mobile devices

using SMS, USSD, IVRS, CBS, LBS, and mobile applicaons installed on mobile phones.

IVRS (Interacve Voice Response System):

The IVRS applicaon is intended to serve the C2G and G2C services within the egovernance

domain. Through IVRS based services, status enquiries for a large number of services can be

automated and the requisite informaon provided to the service seekers without causing

undue overheads on the egovernance infrastructure.

12. RecommendaonsPension Calculator should be opened in another window so that one can check his

records.

When we click on discussion on home, then the spelling of discussion on the coming

page is wrong.Contact us buon should be provided at the boom of the page.

In Site Map: About Us should be wrien above Organizaon (Sequencing Error).

Drop down menu should be provided to make the site look presentable and less

messy.

To promote the use of this portal we can send volunteers in various government

departments to make them aware of portal through demonstraons.

Awareness of portal via adversement should be considered.

13. Proposed Applicaon for PENSIONERS PORTAL(Pensioners Android Applicaon)

13.1 Problem Statement

To enquire about the status of the pension, the pensioners always need to check the

status of the pension arrival, by any means ; can be, communicaon or face to face

enquiry, which costs people more Timeand Money ( in the form of transportaonor mobile balance).




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13.2 Proposed Soluon

We will be developing an Android applicaon which can be installed on any android

based device with the internet connecon.

Using this applicaon, authories can give any alerts at any me to inform all the

registered users about their pension arrival so that pensioner's need not to worry

about contacng the middle man for geng status of their pension arrival.

13.3 Working of Proposed Applicaon

In the backend, which is provided to the authories, there is a facility of wring

message noficaon through which authories can inform the concerned pensionerabout the arrival of their pension.

First message is sent on the cloud, from there, it is connuously looking for internet

on the device of pensioner, the moment, devic e gets an internet connecon ready,

messages will be sent in the form of noficaon in their cell phone.

13.4 Benefits

Immediate acknowledgement to pensioner about pension arrival or any otherinformaon.

Customer convenience.

No middle man required for guiding pensioners.

Reduce the work load on the middle men in service Centre.

14. Survey conducted on Pension Portal

A survey was conducted on Pension Portal and the following observaons are found:

Pension Portal for Defense Personnel is not available.

Pension Portal should be available in Hindi Language also.

Government should take more efforts for awareness program on Pension Portal especially in

rural backgrounds.



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