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Mahesh

03/09/22 05:46 AM IST

UIDAI tops in Grievance Redressal Index

In News 
  • Unique Identification Authority of India (UIDAI) has topped amongst all Ministries/Departments for resolving Public Grievances in the ranking report published by Department of Administrative Reforms and Public Grievances (DARPG) for the month of August 2022.
Major Findings 
  • UIDAI has been a top performer in resolution of cases received through Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
  • UIDAI has a robust grievance redressal mechanism in place comprising of UIDAI HQ Divisions, Regional Offices, Technology Centre and engaged Contact Centre partners, which is enabling UIDAI to resolve around 92% of CRM Grievances within 7 days.
  • The organization is dedicated to further strengthen its Grievance Redressal Mechanism and is going to launch State-of-the-art Open Source CRM solution soon.
  • The new Customer Relationship Management (CRM) solution has been designed with advanced features that shall enhance UIDAI service delivery to residents.
  • The new CRM solution shall have the capability to support multi-channels like Phone Call, Email, Chatbot, Web Portal, Social Media, Letter and Walk-in through which the grievances can be lodged, tracked and resolved effectively. 
UIDAI 
  • The Unique Identification Authority of India (UIDAI) is a statutory authority established on 12 July 2016 by the Government of India under the jurisdiction of the Ministry of Electronics and Information Technology, following the provisions of the Aadhaar Act 2016.
  • The UIDAI is mandated to assign a 12-digit unique identification (UID) number (Aadhaar) to all the residents of India.
  • The UIDAI was initially set up by the Government of India in January 2009, as an attached office under the aegis of the Planning Commission
Source- PIB 

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