EPFO Enhances Member Services with Outreach Programs and System Overhaul

The Employees’ Provident Fund Organisation (EPFO) is actively working to resolve issues faced by its members through several new initiatives and system improvements. The 'Samadhan' outreach program and the 'Nidhi Aapke Nikat' monthly sessions are helping members resolve long-pending problems, ranging from simple spelling mistakes in names to complex pension claims and release of funds for deceased members' families. A 'Single Window Death Claim Counter' has also been established to streamline the process for beneficiaries.

Many members, particularly those from older, paper-based record systems, struggle with digital interfaces and require assistance with basic tasks like checking balances or withdrawing funds. A senior government official noted instances where labourers, unaware of their Universal Account Numbers (UAN), have benefited from these outreach programs. On average, around 500 people visit the EPFO's Wazirpur regional office daily seeking help.

Recognizing past issues with its online portal and high rejection rates, the EPFO has undertaken a significant IT system overhaul. This involved upgrading hardware, increasing network bandwidth, continuous software improvements, and a massive exercise to consolidate nearly 123 disparate databases. Technical experts were brought in, and development support was sought from C-DAC via the Ministry of Electronics and Information Technology to revamp online systems.

These improvements have led to process simplifications, including a centralized pension payment system, simplified forms, direct Aadhaar authentication for changes, introduction of UAN generation via face authentication, increased auto-settlement limits to Rs 5 lakh, and reduced approval levels for claims. The withdrawal process has been streamlined by reducing fund withdrawal categories from 13 to just three: essential needs, housing, and special circumstances, with a minimum balance provision. These efforts have contributed to a decrease in the rejection rate for final settlement claims, improving from 33.8% in 2022-23 to 30.3% in 2023-24.

Impact This news has a significant impact on a large portion of the Indian workforce, improving financial security and access to retirement funds. It reflects improved governance and efficiency in a major public financial institution, indirectly contributing to economic stability and investor confidence in the country's financial infrastructure. Rating: 7/10.

Difficult terms: * **EPFO (Employees’ Provident Fund Organisation)**: A statutory body under the Ministry of Labour & Employment, Government of India, which manages the Employees' Provident Fund, pension scheme, and insurance scheme for organized sector employees in India. * **Samadhan**: An outreach initiative by EPFO to help members resolve their long-pending issues through face-to-face interaction and personalized attention. * **Nidhi Aapke Nikat**: A monthly outreach program where EPFO stakeholders can visit field offices for grievance redressal and to get acquainted with PF processes. * **Single Window Death Claim Counter**: A dedicated counter set up by EPFO to expedite and streamline the claim process for family members of deceased account holders. * **UAN (Universal Account Number)**: A unique 12-digit number allotted to employees who contribute to the EPF scheme. It helps in consolidating multiple EPF accounts under one. * **IT**: Information Technology, the use of computers and software to manage and process data. * **C-DAC (Centre for Development of Advanced Computing)**: An Indian government-funded research and development organization working on IT and electronics. * **Aadhaar authentication**: Verifying identity using Aadhaar, India's unique identification number. * **FAT (Face Authentication Technology)**: A technology that uses facial recognition for verification. * **Auto settlement**: Automatic processing and disbursal of claims without manual intervention, up to a certain limit. * **Corpus**: A sum of money or other assets that is dedicated for a specific purpose. * **Hosiery**: Knitted garments, typically underwear and socks. * **Pantry**: A small room or cupboard where food is kept. * **Rejection rate**: The percentage of claims or applications that are denied.