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| Volunteers facilitate stakeholders to improve "service delivery" in EPFO, Jammu | | |  Early Times Report
JAMMU, Sept 17: Facilitation is the prime aspect of service delivery in any eco-system. Helping customers to get their pending tasks accomplished in a service delivery organisation, through facilitation has magical impact on the stakeholders and image of the Organisation.
Sanjeev Kumar, one of the star performers in EPFO, Jammu took up the cause of service delivery in right earnest and settled one thousand one hundred and twenty four (1124) claims in a single day on 16.09.2024. Sanjeev has achieved this historical landmark (highest number of claims in a single day) by starting the work at 12:01AM on Monday (16.09.2024) and finished the task at 11.59PM the same day. Till 6.17 AM he had processed three hundred (300) claims , four hundred (400) claims by 7.44 AM, seven hundred and eighty one (781) claims by 05.31 PM and finally one thousand one hundred eleven (1124) claims by 11.59 PM.
Sanjeev kept apprising his performance to concerned officials - Shri Ashwani Kumar, Programmer and P F Commissioner Rizwan Uddin. EPFO, Jammu being a challenging Office , where a number of issues have been cropping and unforeseen circumstances are a norm, such an act of voluntarism is highly commendable. This feet is a landmark, not only for EPFO, Jammu but for all offices in EPFO (pan India).
Finding better team players is not an easy task, but when you find a star performer like Sanjeev Kumar who had opted to join EPFO, Jammu from EPFO, Goa and landed in Jammu in June, 2021, (his arrival is proved be a blessing in disguise) . Since 2021 he has been consistent performer, despite facing many internal issues from some of peer groups and at times form immediate seniors. Rizwan Uddin, P F Commissioner, however has always been supporting his endeavours , which were towards speedy and better service delivery to the customers (the most important stakeholder for EPFO). At times, members are expecting quick transfer of funds owing to exigencies , which is made possible through exemplary performance such a devoted and consistent employee, like Sanjeev.
Facilitation in EPFO, Jammu using technology- Some Focus Areas :
Helping Employers to Registers their Phone Numbers in EPFO: EPFO's services are IT driven, where almost all work is done online. Role of employer and EPFO's administrators are equally important. There are some policy changes, which prompted the employers to approach EPFO for getting their mobile numbers updated. Changing number requires some formal documentation to ascertain genuineness of users. Fifteenth of every month is the last date for remitting contributions of previous month. There are many employers who had registered someone else's number in EPFO. Till recently employer was able to prepare challans and login without one time password (to be received through mobile number). Now OTP has become mandatary, that requires the mobile number to be with the person using the User ID/Login. A significant number of requests for updation of mobile numbers were getting piled-up in EPFO, Jammu. Effort was made to provide the passwords in shortest possible time duly ascertaining the users' credentials. Many users got facilitated through hand-holding support provided by the team members specially deputed for the purpose in EPFO, Jammu. Most of employers got delighted owing to the fast-track facilitation, which was made possible through "a customer centric" approach , being consistently adopted by P F Commissioner Rizwan Uddin and being taught to the subordinate team members.
Return Rejection Ratio-lowest : Return Rejection is a key performance indicator a service oriented Organisation , like EPFO. P F Commissioner has made it practice to keep the return-rejection ratio as low as possible, right from the beginning. In September, 2024 , so far this ratio is at 15.92 percent much below than National average of 22 to 24 percent. Consistent efforts have been made personally by P F Commissioner, Rizwan Uddin to monitor claims being rejected. Necessary directions have been issued and dedicated team helps member in fulfilling minor shortcomings. Father's names have been updated in significant number matters (where claims were proposed to be returned). Thus, facilitation of this form has greatly helped thousands of members in Jammu.
Speedy correction in member's details: A sizeable number of employees/workers have to update their basic details (including father's/husband's name). This works being facilitated through personal monitoring by P F commissioner Rizwan himself, use of WhatsApp and telephonic calls . Objections being raised by dealing hands are getting analysed and suitable remedial actions are suggested .
Above measures are slowly driving home a point amongst the dealing hands that service delivery is a prime aspect for EPFO. Some of other team members have started following the footsteps of Shri Sanjeev Kumar, SSSA. His contribution in helping facilitating stakeholders would certainly be remembered in years to come. Sanjeev has settled more than eight hundred claims, four times during previous three years. Commissioner Rizwan feels elated with such an exemplary landmark created be a fellow worker, who inspired by him as well. As a token of respect and reward the book titled "Mindset" was gifted to Sanjeev Kumar by Commissioner Rizwan Uddin. |
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