Workshop on Accounting Issues

STANDARDS OF DELIVERY OF SERVICES IN ENTITLEMENT FUNCTIONS

PARAMETERS• Measure actual service delivery.• Commitment to citizens charter.• Online initiatives• Transparency• Helpline.

Measure actual service

• Periodical reports viz. monthly and quarterly reports already prepared by all offices.

• Daily monitoring through interim reports.– GPF/Pension

• Online Monitoring– Capture of receipt at entry point.– Link with exit point viz. despatch– Clearance of case only on despatch– MIS Reports to measure extent of pendency on current

date

On-line Initiatives

• “Clearance” of case through on-line despatch• Dynamic data updated regularly on website– GPF/Pension

• Bulk messages through SMS• Interactive SMS facility• Expeditious disposal of complaints received

through Email/IVRS

Transparency

• Inform pensioner/subscriber about receipt of case through SMS

• Display of status of case on website while preserving confidentiality of pensioner/subscriber information

• Information of status through IVRS• Direct interaction with pensioners/subscribers

through Enquiry Cell• Preparation, updation and back-up

DELIVERY OF SERVICES

• The field offices can be grouped with respect to efficiency in delivery of services:

• 1. Advanced• 2. Moderate • 3. Low

Adequate Hardware and Software• The “Advanced” offices will continue to be in that

position only if their Hardware and Software requirements are taken care of.

• Similarly the “Moderate” offices can be upgraded to “Advanced” only if– In house resources– Infrastructure requirements

• “Low” Offices have to necessarily move up– Identifying in house resources– Infrastructure requirements