CGDA SPARSH
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Current State & Challenges
• Multiple Applications in silos
• Non‐standard claim forms across • Longer gestation period in
services processing and settlement of
processing and settlement of
• Pension disbursement through Pension claims
multiple PDAs • Multiple iterations and
• Delayed receipt of Payment communications for approval
Scrolls from PDAs of Claim forms
• Delay in posting and Accounting • Instances of Delay/Incorrect
Current State Challenges
of pension Expenditure pension payment owing to
• Non‐availability of complete
Non‐availability of complete variance in interpretation of
variance in interpretation of
Sanction and Disbursement Data pension circulars
• Manual collection and • Increased latency in
assimilation of data for Budgetary reconciliation of Debit Scrolls
estimates • No real time availability of
N l ti il bilit f
• No single platform for integrating expenditure on pension
all stakeholders to speed up • Ineffective Grievance Redressal
pension processing
pension processing Mechanism
2
Stakeholders, Key Services & Functions
Pensioners • Claim Initiation • Workflow based Claim processing and
• Pensioner Data Verification Sanction SHQ / ROs / HOOs/HODs
Service Centre Core • Grievance processing and resolution
• Grievance Management
Department • Centralized Disbursement
• Initiate Service Request
Call Centre
Call Centre Users CGDA / PCDA (P)
/
• Pensioner Identification • Reconciliation of paid entries
HOOs / HODs • Status Tracking • Budget Management
• Audit resolution • Account Compilation
• Decision making based on DSS / MIS
g / PAO / PCDA (O)
01
SPARSH Portal Users 02 03 External System
04
TULIP • Integration with internal systems like • File Based Exchange of HRMS Data SBI – CMP/E‐KUBER
Tulip and Dolphin for pay related • Integration of Payment advices
DOLPHIN data • Integration for Debit/Credit Scrolls for UIDAI/IT
Reconciliation Dept./CPGRAMS/NPCI
Internal
Internal
Integration
System
HRMS (Arpan)
Single Platform connecting all Stakeholders3
Stakeholders, Key Services & Functions – Contd..
• Single Source of Truth
• Transparency to pensioner
• Omni channel for service delivery
O i h lf i d li
• Centralized data repository for on‐time information dissemination
• Self Service Capability to pensioners
Self Service Capability to pensioners
• Service Center for assisted services
• Call Center for Voice based services
f
• Walk‐in to Departments for "On Behalf of" services
• Seamless integration with internal and external systems
4
To‐be State and Benefits Envisaged
• Centralized Sanction of Pension
• Capturing of “First‐time correct
cases
Data” at Source
• Uploading of Validated and
U l di f V lid d d
• Transparency and Increased
Digitally signed input data from
Pensioner Satisfaction
Source systems
• Improved accuracy and
• Centralized Disbursement to
timeliness in Sanctions and Claim
timeliness in Sanctions and Claim
pensioners
Generation
• e‐Forms with Built in Business To‐Be State Benefits • Correct Pension to the Pensioner
Rules and Validations for Data
at Right time
capture
• Enhanced Analytics and MIS
• Configurable Rule Engine for
reporting
Straight Through computing
• Effective and timely addressing
• Self service enabled through
of Grievances
of Grievances
“Pensioner Data Verification”
• Enhanced Security & availability
• Simulator for future pension
of complete audit trail
revisions and Budget estimation
• Simulation for forecasting
• Incorporation of Digital
Incorporation of Digital
Revision and Budgeting Scenarios
Signature/OTP
5
Key Processes
6
Pensioner Portal
Browsers &
Mobile App Portal Services
Single View of
Grievance Pensioner
Pensioner PDV Management My Document
Integrations
Profile Nominee Identification
Management Declaration (DLC)
Service Center
Inbox & Service IT Saving
Tracking Request Declaration
Self Services
Call Center Dashboard & Notification
Help & Capability
Analytics Support
Claim Audit Grievance Data
Data
Initiation Resolution Closer Exchange
HOD / HOO Back
Office
Portal Users
Information
Information
Dissemination
7
Pensioner Data Verification (PDV)
Upload Retirement/
Start Casualty/Invalidment Upload Pensioner data Generate LPCDS
Order
Generate PenID
Generate PenID and
and Self Verification of all
Self Verification of all
Audit LPCDS SMS/Email to Pensioner pensioner data
Providing Consent and
Declarations
8
Service Request and Grievance Management
PENSIONER PORTAL
PENSIONER PORTAL BACK OFFICE PORTAL
Start Display the list of Service Requests 3
Is Service
Request Level 1 Review ‐ Can perform the following
available activities :
? • Reviews the Service Request/Grievance
• Enters comments
Enters comments
Yes No
Initiate Service Request Initiate Grievance
Generate Request Id Generate Ticket Id Level 2 Review ‐ Can perform the
following activities :
Notify pensioner via Notify pensioner via • Authorize the Service
SMS/Email SMS/Email Request/Grievance raised by
pensioner
• Provide appropriate resolution to the
Notify Back Office user Notify Back Office user
request
• Re‐route the Service Request/
3 Grievance to authorized personnel
• Inform the pensioner to raise a listed
Stop Capture feedback Notify Pensioner Service request instead of grievance
9
Service Request/Grievance Process Flow
10
Initiation And Sanction
Upload Retirement/
Notify Medical Board to
START Casualty/Invalidment
Casualty/Invalidment
upload Medical details
Order
Notify to Pensioner,
Initiating and Disbursement 1
Upload Medical details Cell
Notify Initiator to Notify Pay
upload Datasheet Authority to upload
details Pay details
Pay details Generate PPO
Upload Datasheet Compute Entitlement
Upload Pay details
details
Pensioner Data Verification
V lid t P i
Validate Pensioner data
d t
Generate PenID and
Generate LPCDS Audit LPCDS SMS/Email to Pensioner
SMS/Email to Pensioner
For Computation of Disability Element (If applicable) For Computation of Service Element (Independent of Disability Element)
11
Pre Payment Process in Disbursement
PBOR/ Yes
CO
1 Confirm Discharge
(Premature)
?
Declaration taken from pensioner:
No • Employment/Re‐employement
• Marriage/Re‐marriage
Marriage/Re marriage
Annual Pensioner
• Dependency
Identification
• CAA
• Conviction (If Annual
2 identification has not been
done for previous year)
Exceptions affecting • Aadhaar Consent (If not given
Annual Identification:
Annual Identification: at the time of PDV)
at the time of PDV)
• Conviction • Overpayment/Recovery
• Missing/Re‐surfacing declaration (If not given at the
• Minor/Insane time of PDV)
• Stoppage/Restoration
12
Payment Process in Disbursement
Lumpsum Payments
(CVP, Gratuity)
Generate Push Payment Generate Debit
First Payment
Payment File File for payment scroll
2
Regular Generate Push Payment Generate Debit
Payment Payment File
Payment File File for payment
File for payment scroll
• System Based changes
y g
• Service Request based changes
• Arrears/Recovery
• First/Regular Pension
13
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