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The Unique Identification Authority of India (UIDAI), which handles Aadhaar, topped the Department of Regulatory Reforms & Public Grievances (DARPG) August rankings report for addressing the most public grievances between all government ministries and agencies.
Key takeaways
- UIDAI has resolved issues submitted through the Centralised Public Grievance Redress & Monitoring System (CPGRAMS).
- UIDAI is also dedicated to supporting Indian citizens and has catalysed both conveniences of living & ease of conducting business.
UIDAI tops among all Ministries and Departments
The Unique Identification Government of India (UIDAI) has ranked first among all Departments and Ministries in addressing public complaints. This was noted in the Department for Administrative Reforms and Public Grievances’ ranking report for August 2022. UIDAI has resolved issues submitted through the Central Public Grievance Redress & Monitoring System (CPGRAMS). The Ministry of Information Technology stated that UIDAI is devoted to serving the Indian people and was a catalyst for ease of living and business climate. Soon, the firm will introduce a cutting-edge Open Source innovative Customer Relationship Management-CRM system. The modern CRM solution must allow many channels, such as phone conversations, mails, chatbots, online services, social networks, letters, and even walk-ins, for grievances to be recorded, monitored, and handled effectively. It is in the final stages of implementation and will be pushed out soon.
The Ministry further stated that Aadhar registration, use, and adoption are proceeding throughout the country. And over 134 crore Aadhaar numbers were produced for people in July this year. During that month, over 53 lakh Aadhaar cards were issued, the vast majority of which were to children under 18. According to the Ministry, Aadhaar saturation among adult inhabitants has become near universal, with an overall saturation level of 93.41 %. At a minimum, 26 states or U.T.s have reached more than 90% saturation levels.
Major Findings
- UIDAI has resolved issues submitted through the Central Public Grievance Redress & Monitoring System (CPGRAMS).
- UIDAI has a solid complaint handling framework, which comprises UIDAI HQ Divisions, Zonal Offices, a Technology Centre, and active Contact Centre partners, enabling UIDAI to address around 92% of CRM Frustrations within seven days.
- The firm is committed to strengthening its Grievance Redressal Process and will deploy a cutting-edge Open Source CRM system shortly.
- The innovative Customer Relationship Management (CRM) system has advanced capabilities to improve UIDAI service delivery to citizens.
- The new CRM solution must allow many channels, such as phone calls, emails, chatbots, web portals, social media, letters, and walk-ins, for grievances to be recorded, monitored, and handled effectively.
UIDAI has resolved issues submitted to the Centralised Public Grievance Redress & Monitoring System (CPGRAMS). UIDAI is also dedicated to supporting Indian citizens and has served as a catalyst both for convenience of living & ease of conducting business. UIDAI has a strong grievance redressal structure in place, including UIDAI HQ Divisions, Zonal Offices, a Technology Centre, and active Contact Centre partners, allowing UIDAI to handle around 92% of CRM Frustrations within seven days.
About UIDAI
- The Unique Identification Indian Authority (UIDAI) is a statutory authority created by the Government of India on July 12, 2016, under the jurisdiction of the Ministry of Electronics and Technology, by the requirements of the Aadhaar Act 2016.
- The UIDAI is responsible for assigning a 12-digit unique identity (UID) card (Aadhaar) to all Indian residents.
- The UIDAI was established as an affiliated office under the auspices of a Planning Commission by the Indian government in January 2009.
Through UIDAI Contact Centre
UIDAI has established a Contact Centre to handle questions and complaints about Aadhaar Enrolment, Updation, and other services. After enrolling, the Enrolment Operator provides the resident with a signed acknowledgment slip with the EID at the enrolment centre (Enrolment Number). A resident can contact the UIDAI Contact Centre via the following methods using their EID.
By Post
Post/hardcopy grievances are received at UIDAI HQ and R.O.s. After clearance from the Deputy Director, UIDAI’s Public Grievance Officer, the grievances are investigated and delivered in hardcopy to the concerned Regional Office/Concerned Section at H.Q. The concerned Regional Headquarters Section resolves the issue by responding to the complainant after informing the UIDAI, H.Q. grievance cell. If necessary, interim responses are provided by the relevant Regional Workplace Section at H.Q.
Through email
UIDAI authorities frequently receive grievances through email, and these emails are reviewed and forwarded to the appropriate Regional Office/Section at Headquarters. The responsible R.O./Section at H.Q. resolves the grievance by responding to the complainant via email after informing the grievance cell.
Grievances Received
- UIDAI receives complaints thru the General Grievance Portal (pgportal.gov.in). Within the Public Grievance Portal, the following modalities are available:
- DPG (Directorate of Public Grievances), DARPG (Department of Administrative Reforms and Public Grievances), Direct Receipts, President’s Secretariat, Pension, Minister’s Office, Prime Minister’s Office
- After the Deputy Director, UIDAI’s Public Grievance Officer approves the grievances, they are transmitted electronically to the relevant Regional Office/ Relevant Section at H.Q. The dispute is resolved electronically by the concerned Regional Workplace Section. If necessary, interim responses are provided by the relevant Regional Workplace Section at H.Q.
