PDUNASS National Workshop Signals Shift to ‘Member-First’ Social Security Administration

Presenting the digital roadmap, Shri Salil Shankar (ACC, IS Division) outlined the CITES Project as a key enabler of “Ease of Living” for members.

 

The Pandit Deendayal Upadhyaya National Academy of Social Security (PDUNASS) today convened a strategic National Workshop, marking a decisive shift in social security administration towards a “Member-First” approach, with a renewed focus on the dignity, convenience and timely service delivery for pensioners.

The workshop centred on recalibrating operational frameworks to ensure institutional readiness for the CITES Project and the implementation of the Code on Social Security, while placing pensioners’ experience at the core of administrative reform.

Digital Transformation Anchored in Dignity and Reliability

Delivering the keynote address virtually, Shri Ramesh Krishnamurthy, Central Provident Fund Commissioner (CPFC), outlined a vision where digital transformation underpins a compassionate and responsive social security system.

“Our transformation must be driven by an institutionally aligned and strictly member-focused approach. For our pensioners, timely service is not just a metric, it is a matter of dignity,” he said.

The CPFC emphasised that modernising processes is essential to meet the expectations of a rapidly expanding subscriber base, adding that reliability and accountability are non-negotiable, particularly in matters relating to pensions.

Enhancing the Pensioner Experience

A dedicated session led by senior officers from the Pension Division underscored the importance of improving service delivery for pensioners. Shri Chandramauli Chakraborty (ACC-HQ), Smt. Aprajita Jaggi (ACC), and Shri S. K. Gupta (RPFC-I) addressed participants on measures aimed at:

• Streamlining pension processing to reduce waiting times

• Standardising procedures across all zones to ensure uniform service quality

• Enhancing clarity, speed and sensitivity in handling pension cases, particularly for senior citizens

The discussions reinforced the need for consistency and empathy in pension administration across the country.

CITES Project and Ease of Living

Presenting the digital roadmap, Shri Salil Shankar (ACC, IS Division) outlined the CITES Project as a key enabler of “Ease of Living” for members. He explained that the project is designed to significantly strengthen digital capabilities, enabling faster claim settlements, improved transparency and more efficient service delivery.

Preparing for the Code on Social Security

Shri P. B. Verma (ACC, Compliance, Recovery & Legal) addressed the workshop on initiatives to strengthen compliance frameworks while ensuring ease of doing business during the transition to the Code on Social Security. He highlighted the importance of balancing regulatory robustness with administrative simplicity as the new legal framework is rolled out.

Capacity Building for Responsive Governance

In his welcome address, Shri Kumar Rohit, Director, PDUNASS, said the Academy’s capacity-building efforts are now firmly anchored in the principle of responsive governance.

He emphasised that aligning systems, skills and institutional culture with the Code on Social Security is critical to extending comprehensive and effective protection to workers and pensioners.

Collaborative Learning and Field-Level Insights

The workshop was conducted under the supervision of Course Director Shri Harish Yadav, RPFC-I, whose coordination ensured a structured and interactive environment. Officers shared field-level experiences and innovative practices, contributing to a collective learning process focused on improving service delivery.

Reinforcing EPFO’s Commitment

The workshop concluded with a shared resolve to strengthen EPFO’s commitment to its members. Participants reaffirmed their pledge to leverage digital initiatives not merely for efficiency, but to deliver a reliable, accessible and humane social security system for millions of pensioners across the country.

The deliberations marked a clear institutional commitment to transforming social security administration into a system that places members’ dignity, trust and well-being at its core.