Transformative Governance: EPFO J&K’s Innovative Model for Efficient Service Delivery and Record Claim Settlement
Transformative Governance: EPFO J&K’s Innovative Model for Efficient Service Delivery and Record Claim Settlement
BY:-/Aijaz Rather
Srinagar 24/12/2023 (JKNN) Governance Model of EPFO, J&K and Ladakh: J&K and Ladakh , as a region is on different footings as EPF &MP Act, 1952 was implemented, recently, where a lot inadequacies prevailed. Service Delivery (Claim Settlement) started in June-July, 2021 in leadership of P F Commissioner, Rizwan Uddin when second team of EPFO joined from across India. Claims of all the Offices -Jammu, Srinagar and Ladakh were being processed from base Office Jammu.
Segregation of work of these three Offices, managing three cash sections’ work in Office was challenging. Consistently increasing workload owing to gradual transfer of Establishments from J&K , EPFO to EPFO (there were only twenty six officials in Jammu), posed another challenge of containing pending claim within reasonable limits. Flexi-working was introduced and institutionalized in Jammu, where a team twelve persons dedicatedly made it happen.
Use of technology (Whatsapp, Telephone, E-mail and other social media platforms), association with print and electronic media, along with social medial, customer centric approach of Commissioner, Rizwan Uddin, accessibility, call centre, support team (in addition to facilitation centre) helped EPFO govern the Offices reasonably successful manner.
Office received two prestigious awards in succession for being “Best Performing Remote Office- 2022” and “Nidhi Aapke Nikat 2.0-2023”. Commissioner, Rizwan worked during extended hours.
Another unique strategy was adopted where, instead of customer approaching EPFO, EPFO J&K and Ladah started reaching out customer to fulfill inadequacies/shortcomings becoming hindrance in claim settlement. Customer were approached through Whatsapp and telephone calls. Missing details got completed, bank accounts of pensioners got opened through facilitation with J&K Bank and SBI, missing documents solicited through Whatsapp, claims being rejected on flimsy grounds were consistently monitored and remedial measures taken . More that two thousand cases, where SS/AO had proposed rejection, have been settled through proactive action , during current financial year.
On the training has been imparted in Jammu as well as Srinagar. Claim Settlement started in Srinagar with effect from Last week of November, 2023. Considering slow pace of work in Srinagar, Commissioner Rizwan Uddin along with efficient staff members Shri Rajshekar and Pritpal visited Sringar recently from 19th to 21st December and provided handholding support, besides improving infrastructural requirements, generated (which was idle) got serviced and made functional within three days. Owing to this visit got boosted. settlement of claims increased to 300 per from 200 per day.
EPFO , J&K has distinction of a record claim settlement by an individual (more than 800 claims in a day) by Shri Sanjeev Kumar,SSSA. Thus, volunteerism, which ua imminent requirement public service delivery, is a key attribute, which has been inculcated amongst team members in J&K.
In addition to Sanjeev- Mukesh Kumar, SS, Rajshekhar, SSSA , Arpit Singhal, SSSA, Chiranji Sharma, SS, Rajandar,SS, Shivamoorhhy, AI, Sanjeev Kumar,AO, Bipin Kumar, AO, Arman, SSSA, Pritpal Singh, ASO, Pranav Guota,ASO, Ravi, SSSA, Arun Kumar, SSSA, Rajan T,DPA, Pramod Lokhande, DPA, Mini, DPA , Kanchan, DEO, Shilpi, DEO, Asif Maqboo, DEO, Archana, DEO have contributed to help customers- who are treated the most important visitors in the premises. Hope governance model in EPFO, Jammu would be of help for other Officers in coming times.
(JKNEWS NATION)
