Enhanced Pension Grievance Registration System for Pensioners
"Learn about the integrated grievance cell and call center established by the Department of Pension & Pensioners' Welfare for pensioners to lodge grievances conveniently through various modes. This system includes online, post, mobile app, and email options, with the additional ease of a new toll-free call center. Find out how the trial run has been successful in addressing pensioners' concerns promptly."
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Presentation Transcript
Integrated Grievance Cell & Call Centre Department of Pension & Pensioners Welfare
PRESENT SYSTEM OF REGISTERING PENSIONERS GRIEVANCES CPENGRAMS portal receives the grievance from following modes/channels 1. Online 2. Post 3. Mobile App 4. Email LODGES GRIEVANCE Pensioner LODGES GRIEVANCE Mobile App Online Post Email CPENGRAMS Portal
ADDITIONAL EASE OF LODGING GRIEVANCES This new Call Centre, with Toll Free number (1800-11-1960) is being launched for pensioners, for greater ease of registering grievance Before registering the grievance in CPENGRAMS, the Pensioners Welfare Executive will try to address the query of the pensioner and if needed call can be transferred to a senior officer of DoPPW for personalized touch Can lodge grievance by calling Toll Free number Call Centre Pensioner DoPPW has shifted the dedicated CPENGRAMS Cell to this newly commissioned Janpath Bhawan Office which is exclusively for Pensioners grievance CPENGRAMS team Shifted to Janpath Bhawan
Trial is being run by DoPPW since May 31, 2019 During trial run, DoPPW has received 70-100 calls per day. Pensioners Welfare Executives have been registering the grievance or providing updates on the status of already registered grievances
Six Pensioners Welfare Executives being deployed on four channels for the toll free number 1800-11-1960 during the office hours on working days. Toll Free number 1800-11-1960 Channel 4 Channel 3 Channel 2 Channel 1 PW PW PW PW PW PW Executive 3 Executive 4 Executive 5 Executive 6 Executive 2 Executive 1
When Pensioner calls on toll free number the call will be diverted to next available channel Calls get connected to Pensioners Welfare Executive Channel 4 Available Channel 3 Busy Toll Free number 1800-11-1960 Channel 2 Busy Calls Pensioner Channel 1 Busy
Software will immediately trace the grievance and avoid duplicate registrations When the pensioner calls regarding his/her grievance, then his query is noted within 100 words after the call so that pensioner does not need to explain his grievance again Through mobile no. or PPO no. instantly the status of the grievance can be traced and status update can be given to the pensioner Please provide the Mobile No. so that we can check the grievance status Repeats call at Toll Free Number Pensioner
