sparsh - pcdapension.nic.inPensioners Service Centre CallCentre •Reconciliation of paid entries...
Transcript of sparsh - pcdapension.nic.inPensioners Service Centre CallCentre •Reconciliation of paid entries...
-
CGDA SPARSHCGDA SPARSH
‹#›
-
Current State & Challenges
• Multiple Applications in silos• Non‐standard claim forms across
services• Longer gestation period in
processing and settlement ofservices• Pension disbursement through
multiple PDAs• Delayed receipt of Payment
processing and settlement of Pension claims
• Multiple iterations and communications for approval
Current State ChallengesScrolls from PDAs
• Delay in posting and Accounting of pension Expenditure
• Non‐availability of complete
of Claim forms• Instances of Delay/Incorrect
pension payment owing to variance in interpretation of• Non‐availability of complete
Sanction and Disbursement Data• Manual collection and
assimilation of data for Budgetary
variance in interpretation of pension circulars
• Increased latency in reconciliation of Debit ScrollsN l ti il bilit festimates
• No single platform for integrating all stakeholders to speed up pension processing
• No real time availability of expenditure on pension
• Ineffective Grievance Redressal Mechanism
2
pension processing
-
Stakeholders, Key Services & Functions
Core Department Users
• Workflow based Claim processing and Sanction
• Grievance processing and resolution• Centralized Disbursement
SHQ / ROs / HOOs/HODs
/
• Claim Initiation• Pensioner Data Verification• Grievance Management• Initiate Service Request
Pensioners
Service Centre
Call Centre Users • Reconciliation of paid entries• Budget Management• Account Compilation• Decision making based on DSS / MIS
CGDA / PCDA (P)
PAO / PCDA (O)
• Pensioner Identification• Status Tracking• Audit resolution
Call Centre
HOOs / HODs
01
g /
02SPARSH Portal Users 03 External System
• Integration with internal systems like TULIP
04
• File Based Exchange of HRMS Data SBI – CMP/E‐KUBER
InternalIntegration
Tulip and Dolphin for pay related dataDOLPHIN
Internal
UIDAI/IT Dept./CPGRAMS/NPCI
• Integration of Payment advices• Integration for Debit/Credit Scrolls for Reconciliation
3
Integration
Single Platform connecting all Stakeholders
SystemHRMS (Arpan)
-
Stakeholders, Key Services & Functions – Contd..
• Single Source of Truth
• Transparency to pensioner
O i h l f i d li• Omni channel for service delivery
• Centralized data repository for on‐time information dissemination
• Self Service Capability to pensioners• Self Service Capability to pensioners
• Service Center for assisted services
• Call Center for Voice based servicesf
• Walk‐in to Departments for "On Behalf of" services
• Seamless integration with internal and external systems
4
-
To‐be State and Benefits Envisaged
• Centralized Sanction of Pension casesU l di f V lid d d
• Capturing of “First‐time correct Data” at Source
• Uploading of Validated and Digitally signed input data from Source systems
• Centralized Disbursement to
• Transparency and Increased Pensioner Satisfaction
• Improved accuracy and timeliness in Sanctions and Claim
To‐Be State Benefitspensioners
• e‐Forms with Built in Business Rules and Validations for Data capture
timeliness in Sanctions and Claim Generation
• Correct Pension to the Pensioner at Right time
capture• Configurable Rule Engine for
Straight Through computing• Self service enabled through
• Enhanced Analytics and MIS reporting
• Effective and timely addressing of Grievances
“Pensioner Data Verification”• Simulator for future pension
revisions and Budget estimation• Incorporation of Digital
of Grievances• Enhanced Security & availability
of complete audit trail• Simulation for forecasting
5
• Incorporation of Digital Signature/OTP
Revision and Budgeting Scenarios
-
Key Processes
6
-
Pensioner Portal
Portal ServicesBrowsers & Mobile App
PDV Grievance Management My Document Integrations
Single View of Pensioner
Pensioner
Profile Management
Nominee Declaration
Inbox & Tracking
Service Request
Identification(DLC)
IT Saving Declaration
Service Center
Dashboard & Analytics Notification
Help & Support
Data
Self Services Capability Call Center
Data Exchange
Information
Back Office
HOD / HOO
Portal Users
Claim Initiation
Audit Resolution
Grievance Closer
7
Information Dissemination
-
Pensioner Data Verification (PDV)
Upload Retirement/ Casualty/Invalidment
OrderGenerate LPCDSUpload Pensioner dataStart
Self Verification of allGenerate PenID and Self Verification of all pensioner data
Generate PenID and SMS/Email to PensionerAudit LPCDS
Providing Consent and Declarations
8
-
Service Request and Grievance ManagementPENSIONER PORTAL BACK OFFICE PORTAL
Display the list of Service RequestsStart
PENSIONER PORTAL
3
Is Service Request available
?
Level 1 Review ‐ Can perform the following activities : • Reviews the Service Request/Grievance• Enters comments
Yes NoInitiate Service Request Initiate Grievance
Enters comments
Level 2 Review ‐ Can perform the following activities :
• Authorize the Service Request/Grievance raised by pensioner
Notify pensioner via SMS/Email
Notify pensioner via SMS/Email
Generate Ticket IdGenerate Request Id
3
Notify Back Office user
pensioner• Provide appropriate resolution to the
request• Re‐route the Service Request/
Grievance to authorized personnel
Notify Back Office user
9
• Inform the pensioner to raise a listed Service request instead of grievanceStop Capture feedback Notify Pensioner
-
Service Request/Grievance Process Flow
10
-
Initiation And Sanction
STARTUpload Retirement/ Casualty/Invalidment Notify Medical Board to START Casualty/Invalidment
Order
Upload Medical details
Notify to Pensioner, Initiating and Disbursement
Cell1
upload Medical details
Generate PPO
Notify Initiator to upload Datasheet
details
Notify Pay Authority to upload
Pay detailsdetails Pay details
Upload Datasheet details Upload Pay details
Compute Entitlement
V lid t P i d t
details
Pensioner Data Verification
Validate Pensioner data
Generate PenID and SMS/Email to PensionerGenerate LPCDS Audit LPCDS
11For Computation of Service Element (Independent of Disability Element)For Computation of Disability Element (If applicable)
SMS/Email to Pensioner
-
Pre Payment Process in Disbursement
Confirm Discharge1YesPBOR/
CO (Premature)
?
NoDeclaration taken from pensioner:• Employment/Re‐employement• Marriage/Re marriage• Marriage/Re‐marriage• Dependency• CAA• Conviction (If Annual
2
Annual Pensioner Identification
identification has not been done for previous year)
• Aadhaar Consent (If not given at the time of PDV)
Exceptions affecting Annual Identification:
2
at the time of PDV)• Overpayment/Recovery
declaration (If not given at the time of PDV)
Annual Identification:• Conviction• Missing/Re‐surfacing• Minor/Insane
12
• Stoppage/Restoration
-
Payment Process in Disbursement
Lumpsum Payments (CVP, Gratuity)
Generate Debit scrollFirst Payment
Generate Payment File
Push Payment File for payment
2
Generate Debit scroll
Generate Payment File
Push Payment File for payment
Regular Payment
• System Based changes
scrollPayment File File for paymentPayment
y g• Service Request based changes• Arrears/Recovery• First/Regular Pension
13
-
Thank You
IT ServicesBusiness SolutionsConsulting