Nilesh Patil Dy.A.G. (Pension), O/o A.G.(A&E)-I, Mumbai, MH. National Academy of Audit and Accounts, Shimla Dt Automation and Grievances Redressal Mechanism of Entitlement Function

Automation Means?? Automation or automatic control, is the use of various control systems for operating. Why to Automate? Saves labor Save energy and materials Improve quality, accuracy and precision. Increased throughput or productivity. increased predictability of quality

Entitlement Function Means? Ultimate Goal Service Delivery Mechanism Presently Used  SAI-Pension Application

Processes Involved Receipt of Physical Case RRD Section-Index-push messages- Distribution of Cases in Sections Accountant-AAO-AO- Printing-RC-Dispatch-Push Messages

SAI- System Automation Initiative Automation for staff Work flow based system Entering the data in required fields Sending it through LAN Server maintained at sight Help from state government Training

SAI Project - Workflow Record/Inward Section Cases received in Office by Regd / Ordinary Post / Hand Delivery Accepted in Record Section Given to Accountant of R R D Section Pension RRD Section Cases accepted in RRD Case Registration (Stage I) Data Captured (Depttl. Data Sheet) Auto Generation of File Id AppNo. Allocation of Section Cases sent to concerned PR Sections along with covering list, Data sheet Pension Report (PR) Section Pension Cases Received in PR Section by R C. (Stage II) Received by Accountant Processed by Accountant (Stage III) Service Book & Case Verification Checks preliminary data captured (Regst. cum Pry Data Sheet) Noting of from and to dates of non-qualifying spell, if any, Regularization of pay, Details of withheld portion of Gratuity, Recovery details, commutation application date, fraction to be commuted, for family pension, family details, gratuity shares Confirms correctness of Preliminary Data/Makes correction in Data Entry Screen & inputs remaining data or Proposes to return the case if notices deficiencies or considers case incomplete Forwards the case through system & put up to S.O. Checked by S.O. (Stage IV) in case of errors – returned to Accountant through system too or initials both Sheets & authorises on Computer Case sent to B.O. Checked by BO (Stage V) Incomplete Case – Initials input sheet & forwards the case to the Group Officer through system Complete Case -Initials sheets and authorises on computer – online intimation to print engine - sends to section or In case of error / disagreement – returns to section Signing Authorities / Return Letters Office of the Pr. Accountant General (A & E) RRD Section Printing of Authorities (Stage VI) sent to section Comparing (Stage VII) Attaching ID Doc. etc Outward Other A. G. Offices Departments/ Offices of State Government PAO or Dist. Treasury Offices Dispatch Letters returning case or Authorities Individual (a) (a) Service book, Form, 3,5,6,7, Comm. appln. – Retiring Case From 1, 3, 10, 12, 16, 17 for Fam. Pen. Printing of Forwarding letter to return case Group Officer Proposal to return the case is approved or Case returned to BO for reconsideration

SAI Application – Screenshots Login Page..

SAI Application – Screenshots First Screen

SAI Application – Screenshots DDO Code - LOV

SAI Application – Screenshots Address Book – DDO Screen DDO Name

SAI Application – Screenshots Designation – Appropriate to the Department & DDO

SAI Application – Screenshots Designation – Appropriate to the Department & DDO

SAI Application – Screenshots SAI Application – Screen for Calculation of Pensionary Benefits

SAI Application – Screenshots SAI Application – Screen for Authorization of Pensionary Benefits

IFMS - Online Pension Data & Authorisation Data Office of the Pr. AG (A & E) I State Government Offices SAI Application Case ProcessingPen. Accounting Case Closed Authoritie s Issued State Treasury Officers Deviation Reports

SAI Project - salient features Process Re-engineering Automation Elimination of to and fro movement of cases between EDP (Pension) and PR sections Abolished EDP section Initial data entry at RRD and then by section accountants Distribution of cases between the sections and within the section Centralized indexing of cases and letters

SAI Project - salient features Effective monitoring at all levels Preparation of MIS Reports and other reports Cases & Letters - Indexing to Outward through system – eliminates paper work Letters for returning closed cases through system Generations of letters using templates Case TypeReceiptDisposal Regular Cases Family Pension Total Fresh Cases All Reivision Grand Total

Grievances "Grievance Redressal" primarily covers the receipt and processing of complaints from citizens and consumers, a wider definition includes actions taken on any issue raised by them to avail services more effectively.

Grievance Redressal typically covers the following types of complaints Service Unavailability Non-Delivery against Commitment Excessive Delays Injustice concerns (such as over caste, sex etc) Staff Misbehavior Malpractice

Modes of Registering it Ordinary Letters Personal Visit- PRO, Section, Officers. D.O. Letter (In a month) s (Auto acknowledgment) Lokayukta (ACT) CAG Complain (within 10 days) R.T.I. Online (within 10 days) Court Case (ASAP)

Measures Preventive Staff training and sensitization (Sandwich) Training of PRO staff- Soft Skills and Manners First Come First Serve rule Visitors’ Area- What we expect? Use of CCTV Internal IP messenger set up Whats App Bar code tracking of dak-ppo Hand Delivery Changes in Forms- Single format form and single page PPO Refinement of Internal

Measures Curative Regular monitoring (PRO/Extensive use of SAI reports) Set internal targets as per type of grievance (DO/Lokayukta/ /Online Gr. Portal/ RTI templates etc) Unofficial References Scruitiny Pension Adalats/ Workshop

Thank you