GOOD GOVERNANCE IN

EPFO
Prepared by:
ANIMESH KUMAR SINHA
RAMRAJ MEENA
SWAROOP PUNSE
DHRUV AGARWAL
To achieve the above mentioned Vision and Mission, Good Governance is imperative

What is Good Governance?

● ‘Governance’ is the process of decision-making and the process by which
decisions are implemented.

● World Bank has defined Good Governance as “the manner in which

power is exercised in the management of a country’s economic and
social resources for development”.
BROAD FEATURES OF GOOD GOVERNANCE IN A SOCIAL SECURITY ORGANISATION LIKE EPFO

1. ACCOUNTABILITY i.e answerability

2. TRANSPARENCY i.e openness
3. PREDICTABILITY i.e consistency and orderliness
4. PARTICIPATION i.e inclusivity
5. DYNAMISM i.e adapting to and keeping up with the changing
times
 IMPLEMENTATION OF GG IN AO’s ROLE
1. ACCOUNTABILITY: Timely settlement of claims, accurate settlements
(no overpayment), supervision of subordinates
2. TRANSPARENCY: through RTI replies, claim status reports, grievance
redressal, proper notings and drafting
3. PREDICTABILITY: SoPs for claim settlement, settlement within 20
days
4. PARTICIPATION: Webinars, PRO inquiries and feedback, NAN 2.0
5. DYNAMISM: evolution of organisation’s functioning with developing
technology (IT services) - from manual accounting to online settlement
of claims, E-Office, multilocational functioning during COVID-19
pandemic
 IMPLEMENTATION OF GG IN EO’s ROLE
1. ACCOUNTABILITY: through quasi-judicial inquiries (represents EPFO)

2. TRANSPARENCY: E-Inspection Policy through Shram Suvidha Portal and

CAIU portal

3. PREDICTABILITY: Inspection as per Inspection Manual

4. PARTICIPATION: Awareness Drives, Webinars with Employers and Employees

5. DYNAMISM : shifting from physical inspection to E-inspection

 CHALLENGES TO GOOD GOVERNANCE IN EPFO
● System inefficiency, errors in claim settlement through Application Software
● Discretion at the level of EO/AO can bring in element of arbitrariness
● E-inspection not yet implemented completely
● Timely settlements of claims (especially meeting citizen charter target).
● Delayed and vague reply of grievances
● Digital illiteracy among our members
 CITIZEN CHARTER

● Key Stakeholders
(a)Employees (b) Employers (c) Pensioners
● Citizen Charter describes the expectations from Members (New and
Existing), Pensioners as well as the Employers.
● Citizen Charter also informs about Grievance Redressal Mechanism
available to stakeholders i.e EPFiGMS
● Citizen Charter has defined an aspirational timeline for service standards
of settlement of various claims.
● https://www.epfindia.gov.in/site_docs/PDFs/MiscPDFs/CitizenCharter.pdf
THANK YOU