ITM University Interim Report

http://egov.engineeringwatch.
in/
campus gov
Linking eGov Projects to Engineering Campuses
INTERIM REPORT
Programme
PENSIONERS PORTAL, CENTRAL MMP::DELIVERING SERVICES
ITM UNIVERSITY
2013 -14
FOR
BY

ITM University, Gurgaon

ITM University,

HUDA Sector

23A,

Gurgaon, Haryana

122017

campus gov
http://egov.engineeringwatch.in/
Pensioners Portal
(An Iniave by Government of India)

1. Pension at a Glance
A pension is a method of nancing rerement for workers. Workers pay a percentage of
their salary towards the pension on each paycheck during their tenure of work. This is
typically three to ve percent per paycheck. In turn, the company the employee works
for will nance the employee on his/her rerement.

However, pensions should not be confused with severance pay; the former is paid in
regular installments, while the laer is paid in one lump sum.

The terms rerement plan or superannuaon also refers to a pension granted upon
rerement. Rerement plans may be set up by employers, insurance companies, the
government or other instuons such as employer associaons or trade unions.
Rerement pensions are typically in the form of a guarant eed life annuity, thus insuring
against the risk of longevity.

A recipient of a rerement pension is known as a pensioner or reree.
Pension fund is any plan, fund, or scheme which provides rerement income.

There are two kinds of pensions:
1. Defined benets plan: In this, the employer guarantees an employee with a
given sum of money per month once rered. Money in pension funds may be
invested in many nancial vehicles. These include company stock as well as a
broadly diversied porolio of bonds and blue chips stocks.
2. Dened contribuon plan: Under this plan an employer agrees to match the
employee's contribuon to the pension plan but does not guarantee any
benets. Types of dened contribuon employee pension plans include 401Ks
and IRAs.

campus gov
2. Tradional Method of Pension Project : Manual Mode
The manual method of pension fund management maintains or keeps records in a ling
cabinet about each employee/pensioner that is registered with a Pension Fund
Administrator (PFA). When an employee decides to open an account with a PFA for the
purpose of rerement savings, the former (pensioner) has to go to the physical locaon of
the PFA to obtain and ll a registraon form.

Upon returning the form, the PFA clerk opens a le for the employee where the lled form
and other vital documents as required or that relate to the employee are stored. The le is
then passed on to the next PFA personnel to verify the employees registraon which may
take some days if not weeks as the case may be. Using the manual method, the employee is
unaware of his/her account balance except if he visits the PFAs oce. So, in case of
nancial impropriety in the employees account, there is no way he/she can track this. In the
manual method, it is a bit cumbersome for the PFA to maintain an uptodate record of
employees/pensioners. When an employee switches job or changes locaon probably from
one state to another, it takes me before these changes can be eected in the employees
record.

3. Emergence of Pension MMP

Due to the rapid increase in the number of pension seekers over the years and increasing
expectaons of the cizens, it was the need of the hour to renovate the exisng system to
make it more transparent and liberal. In accordance to this, the Ministry took up an
iniave of construcng a Naonal eGovernance Plan the Centralized Pension Mission
Mode Project which aims to deliver all Pensionrelated services to the cizens in a mely,
transparent, more accessible, reliable manner & in a comfortable environment through
streamlined processes and commied, trained & movated workforce.

4. About Pensioners Portal
The Web based Pensioners' Portal is a Central Mission Mode Project of the Department of
Pensions and Pensioners' Welfare (DoP&PW), Government of India, takenup under the
Naonal eGovernance Plan (NeGP). It is majorly aimed at delivering transparent services to
the needy pensioners through an online access of the pension/rerement related
informaon, other senior cizen services and grievances handling mechanism. The portal
being provided is a combinaon of interacve and noninteracve components and helps to
serve as a bridge between the Pensioners and the Government. The portal is also expected
to serve as a one stop informaon source for the pensioners of Government of India
(especially civil pensioners) across the country.

campus gov
5. Objecve of the Pension Mission Mode Project (MMP)
To provide an online facility to the pensioners regarding pension/ rerement related
informaon, services and grievances handling mechanism.
To provide a single window service to Central Civil Pensioners i.e to provide all
services with a single entry point
To facilitate a simple, fast paced, ecient and eecve grievance redress
mechanism for pensioners.
To keep the pensioners aware of their rights and responsibilies/obligaons
To provide accessibility to the Pensioner's Associaon/ Welfare Organizaons over
the informaon of their members and lodge grievances on their behalf.
To bridge the gap between the pensioners and the government.
To deliver transparency and reliability in the services being provided

6. Users of the System
The users are categorized into three major groups:
Pensioners/Family Pensioners(i.e. Civilians)
Pensioners Associaons/Welfare organizaons
Designated Pension Grievance Ocers, Heads of Oces and Secretariat sta of all
Ministries/ Departments/Organizaons handling the pension related maers
pertaining to their prerered or post rered empl oyees.
7. Interacve Facilies provided on the Pensioners' Portal
Online calculators for the calculaon of pension/family pension, gratuity and
commutaon.
Pension Payment Order (PPO) Status enquiry by pre/post rered employees.
Online lodging and status enquiry of grievances by the pensioners (through
CPENGRAMS) .
Submission of replies/claricaons by the pensioners.
Generaon of Personalized Pension Road Map.
Online correspondence by the pensioners with CPAO.
Search facility for accessing pensionrelated guidelines, rules schemes etc.
SANKALP provides an opportunity for voluntary work contribuon to the Pension
welfare associaon.

campus gov
8. Centralized Webenabled Pension Grievance Redress
and Monitoring System (CPENGRAMS)
CPENGRAMS is an online webenabled system over NICNET developed by NIC in associaon
with the Department of Pension & Pensioners' Welfare for speedy and eecve monitoring
of grievances by various Central Government Ministries/ Departments /Organizaons
including the Department of Pension and Pensioners' Welfare. This system, besides
providing a faster access to the pensioners, oers the following online facilies:
Registraon of Pension Grievances
Forwarding of Reminders/Claricaons
Query on the Status of any of the Registered Grievances
Help
Salient Features of CPENGRAMS:
CPENGRAMS is an integrated applicaon system, based on web technology which
primarily aims at facilitang the submission of pension grievances by the aggrieved
pensioners from anywhere and anyme (24x7) basis as well as ecient
communicaon between the nodal Pension Grievance Ocers of Government
Organizaons and pensioners resulng in the speedy redress of their grievances.
CPENGRAMS facilitates an automac system generated unique registraon number
upon the online submission of a grievance by any aggrieved pensioner.
CPENGRAMS enables an automac online exchange of informaon related to
pension grievances between the concerned Ministries Departments/Organizaons
and the subordinate organizaons.
Web enabled CPENGRAMS can be accessed by Ministry Departments /Organizaons
through merely using any Internet browser, i.e. without the need for any addional
requirement of dedicated hardware and soware at their end.
CPENGRAMS also facili tates the Ministries / Departments / Organizaons to enter the
pension grievances received locally in their oces and to forward the same to their
subordinate organizaons online for ulmate redress.
CPENGRAMS helps generate monitoring and query reports as per the requirement of
Ministries / Departments / Organizaons for eecve monitoring of pending
grievances.
CPENGRAMS facilitates the generaon of automated leers like Acknowledgement
and Final reply leers etc. for ocial correspondence wi th complainants.
campus gov
The system is exible enough to be extended to mulple levels below as per the
requirement of Ministries / Departments / Organizaons for online speedy and
eecve redress of grievance.

How to access CPENGRAMS?
Aggrieved Pensioners can access the CPENGRAMS (Registration Module) by
clicking the link "Grievance Registration" under the section namely "Aggrieved?" of
Pensioners' Portal for registering the grievance online through Internet.
CPENGRAMS (OFFICE Module) is available at http://pensionersportal.gov.in under
the link "Centralized PENGRAMS" which can be accessed by the Secretariat Staff of
Ministry / Department / Organization for viewing / entering and processing the
grievances received through internet/post. The Ofce Module can also be used by
the PGOs for accessing and recording the action taken towards an early redress and
disposal of the grievances online. Operation / User Manual for using this module by
the PGOs is available online as a part of CPENGRAMS (OFFICE Module)
Screen Shot:

Click on this Icon and you will be redirected to a
new page

campus gov

Click here for individual pensioner
Individual Pensioners:

Click here to login.
campus gov
For Pensioners Association :

Ministry / department/organization:

How to register the grievance by an Aggrieved Pensioner using Internet?
Upon clicking the link "Grievance Registration" under the Section "Aggrieved?" of
Pensioners' Portal, the following screen of CPENGRAMS (Registration Module) will
appear. Upon Clicking at "Register the Grievance" option (Refer Fig. A), the
pensioner will be able to access the Electronic Grievance Registration Form (EGRF)
to facilitate him/her ll-in the personal and grievance particulars in the Form. After the
campus gov
grievance is registered, a registration number will be allotted by the system. The
complainant/pensioner should note down the same for all his/her future references by
the system. The pensioner can also use this registration number for sending
reminder(s) / clarication(s) as well as for checking the current status of the
registered grievance online at any point of time.
Screen Shot of the Pension Portal and Step-by-Step instructions for Grievance
Registration

Select Pension
Related opon

campus gov

You will be redirected to a new page:

You can choose other options for sending the clarication as well as tracking the
Click on Pension Related
opon

Select Lodge your Grievance opon
For sending reminder/claricaon

Track the progress of your request
campus gov
progress of your request
A dialog box will open where you have to ll in the required information and for
lodging the complaint
Screen shot of the registration form:

How to send the Reminder/Clarication?
For sending a Reminder /Clarication the Aggrieved Pensioner can use the option, "Send
Reminder! Clarication"

Click on this opon
campus gov

How to check the status of a registered grievance?
For checking the status of Registered Grievance, "Check the Status of Registered
Grievance" option should be selected and the required registration number of the already
registered grievance is to be entered. The system will then display the latest status of the
grievance.

Select this opon for viewing the
status of request
Enter the Registraon
Number

Click on OK
campus gov

Click on Submit Icon

9. Advantages of Pension Portal
The webbased pension management system will increase the eciency of PFAs in
responding to the needs of their clients in me and also increase communicaon ow
between both pares.
Reduced administraon me by automang rerement benet calculaon and prinng
of paychecks.
Eliminated tax penales for inaccurate returns or late payments of amounts withheld.
Improved pension management accuracy with automac tax and deducon calculaons.
Easily credits employees/pensioners account with returns from investments of pension
funds.
Improved organizaon with consolidaon of all pension fund related records and
reports.
Increased speed in adjusng to regulaons by receiving periodic updates and eortlessly
produce the required governmental reporng.
Reducon of administrave overhead.
Automaon of several manual processes.
Enter the Registraon Number here
campus gov
Provides mely rerement benet processing.
If the Pensioners' Portal requests you to provide personal informaon, you will be
informed for the parcular purposes for which the informaon is gathered and
adequate security measures will be taken to protect your personal informaon.
It does not sell or share any personally idenable informaon volunteered on the
Pensioners Portal site to any third party (public/private). Any informaon provided to
this Portal will be protected from loss, misuse, unauthorized access or disclosure,
alteraon, or destrucon.
It does not permit our pages to be loaded into frames on your site. The pages belonging
to this Portal must load into a newly opened browser window of the User.
CPENGRAMS facilitates an automac system generated unique registraon number
upon the online submission of a grievance by any aggrieved pensioner/Pensioners'
Associaons. The unique registraon number also sent to mobile number and Email of
the complainant ( if provided)
Reducing distance both in terms of me and space by bringing a gamut of public services
virtually at the doorstep of the common man.

10. LIMITATIONS:

Inecient User Interface: The portal does not serve the pensioner with an ecient user
interface. The usage may be aected in a way by the language problem of users.
Scope for mobile technological advancement: Mobile based applicaon is not made
yet. For current portal one should have a computer system to use the service.
Lack of adequate informaon ow among PFA personnel: PFAs are unable to give
their customers clear informaon as to what their balance is and what is the esmated
amount of money they will be collecng if they rere.
Redundant links on the home page: The portal lacks a user friendly environment for
navigaon to various links and has a redundancy in the links. For example, the pension
calculator link is available on top, le and right sides of the home page. This can be
improved to a single boldly visible link on the page using drop down menus.
One step user login for grievance redress: The grievance redress mechanisms login
form should be available on the home page itself.
Feedback link and social connecon links: Feedback link should be included in the
boom of the page. The portal has no connecvity with the social media like Facebook,
Twier, etc.
Toll free no. for queries: A majority of people feel uncomfortable in using these portals
due to lack of computer knowledge. The page should include a toll free no. for query
claricaon.
Language opons: The site is currently available in English version only and can be
extended to Hindi and other regional languages.
Lack of computer knowledge: People feel uncomfortable in using the portals because
campus gov
they are unaware about usage of computers.
Illegal pracces The and fraudulent pracces are common in the process of invesng
pension funds and the return on investments.
Corner for cizen experience: A corner for the civilians who have experienced the
pension portal and have been beneted by the services of eGovernance can movate
the other users to involve them more eecvely.
Subscripon to newsleers: A link for subscribing to newsleers oered by the
CPENGRAMS should be available so that the user is able to submit the concerned email
id. The reforms or latest news updates and new services available can be ashed
regularly in these leers.
Broken links in Senior Cizen Corner Tab: Many of the links which direct to the websites
like train/ airline cket reservaon or health related sites are not currently available.
Lack of eforms: All the available forms on the site are PDF copy of the oine forms. The
civilian will have to ll in the form and submit it in concerned oce. This str enuous
procedure can be replaced by eapplicaon procedure, wherein required elds are to be
lled and the applicaon status can be tracked.
Lack of a single window user login: A single window User login should be available
wherein services which facilitate the pensioners are available (like that of the Passport
Seva Kendra).
Absence of Account Registraon: We can have provision for a separate account for
each pensioner where he can view all the details related to him/her.
Poor Security Directory System: Open directory is enabled which is enabled by default
in websites. Human errors i.e. in creding of a pensioners account can occur frequently.
So It needs to be disabled by the admin.
Vulnerable to DOS (Denial Of Service) aack: Connuous pinging is not detected by the
website which means it has a weak or no Intrusion Detecon System (IDS) . This can
cause the and fraudulent pracces in the process of invesng pension funds and the
return on investments.

11. Future modicaon ideas
Main target will be the people from rural areas.
Language translator should be used

Mobile egovernance Service Delivery Gateway:
The MSDG delivers Government services over mobile devices using mobile applicaons
installed on the user's mobile handsets. MSDG provides dierent set of mobile based
services to the backend departments and cizen. As MSDG is developed based on IIP/IIS
(Interoperability Interface Protocol / Interoperability Interface Specicaons) standards of
government of India, it provides seamless integraon with backend department through
exisng NSDG/SSDG eGov exchange infrastructure. Backend departments will be connected
campus gov
to MSDG for mobile based services.
Mobile Seva provides an integrated plaorm for government departments and agencies in
the country for delivery of public services to cizens and businesses over mobile devices
using SMS, USSD, IVRS, CBS, LBS, and mobile applicaons installed on mobile phones.

IVRS (Interacve Voice Response System):
The IVRS applicaon is intended to serve the C2G and G2C services within the egovernance
domain. Through IVRS based services, status enquiries for a large number of services can be
automated and the requisite informaon provided to the service seekers without causing
undue overheads on the egovernance infrastructure.

12. Recommendaons
Pension Calculator should be opened in another window so that one can check his
records.
When we click on discussion on home, then the spelling of discussion on the coming
page is wrong.
Contact us buon should be provided at the boom of the page.
In Site Map: About Us should be wrien above Organizaon (Sequencing Error).
Drop down menu should be provided to make the site look presentable and less
messy.
To promote the use of this portal we can send volunteers in various government
departments to make them aware of portal through demonstraons.
Awareness of portal via adversement should be considered.

13. Proposed Applicaon for PENSIONERS PORTAL
(Pensioners Android Applicaon)

13.1 Problem Statement
To enquire about the status of the pension, the pensioners always need to check the
status of the pension arrival, by any means ; can be, communicaon or face to face
enquiry, which costs people more Time and Money ( in the form of transportaon
or mobile balance).
campus gov

13.2 Proposed Soluon

We will be developing an Android applicaon which can be installed on any android
based device with the internet connecon.
Using this applicaon, authories can give any alerts at any me to inform all the
registered users about their pension arrival so that pensioner's need not to worry
about contacng the middle man for geng status of their pension arrival.

13.3 Working of Proposed Applicaon

In the backend, which is provided to the authories, there is a facility of wring
message nocaon through which authories can inform the concerned pensioner
about the arrival of their pension.

First message is sent on the cloud, from there, it is connuously looking for internet
on the device of pensioner, the moment, device gets an internet connecon ready,
messages will be sent in the form of nocaon in their cell phone.

13.4 Benets
Immediate acknowledgement to pensioner about pension arrival or any other
informaon.
Customer convenience.
No middle man required for guiding pensioners.
Reduce the work load on the middle men in service Centre.

14. Survey conducted on Pension Portal

A survey was conducted on Pension Portal and the following observaons are found:

Pension Portal for Defense Personnel is not available.
Pension Portal should be available in Hindi Language also.
Government should take more eorts for awareness program on Pension Portal especially in
rural backgrounds.

campus gov

ITM University Interim Report

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

ITM University Interim Report

Uploaded by

Copyright:

Available Formats

http://egov.engineeringwatch.

You might also like