UIDAI topped the Grievance Redressal Index for the fourth consecutive month in November

 

UIDAI's new open-source customer relationship management system has enhanced user experience and improved service delivery for residents.

New Delhi: The Unique Identification Authority of India (UIDAI) has been awarded the first rank among all Group A ministries, departments and autonomous bodies for redressal of public grievances for the fourth consecutive month in November, the Ministry of Electronics and IT has said. Tuesday

The ranking report is published by the Department of Administrative Reforms and Public Grievances (DARPG) for the month of November 2022.

UIDAI's new open-source CRM (Customer Relationship Management) system has enhanced user experience and improved service delivery for residents.

"The system has the capability to support multiple channels such as phone calls, e-mails, chatbots, web portals, social media, letters and walk-ins through which complaints can be lodged, tracked and can be done and can be solved effectively." a press release.

Through the new system, UIDAI has moved towards a centralized complaint management mechanism. Headquarters and its Regional Offices are using a common platform for CRM case creation and resolution through various channels.

“UIDAI's newly launched Artificial Intelligence and Machine Learning (AI-ML) based chatbot, 'Aadhaar Mitra' has also become popular among the residents. This was featured in a popular TV quiz show hosted by a famous film star. Around 30,000 conversations happen on a daily basis on 'Aadhaar Mitra'. It is expected to cross the 50,000 mark soon, the ministry said.

The new chatbot comes with advanced features such as Aadhaar Enrolment/Update Status Check, Aadhaar PVC Card Status Tracking, Enrollment Center Location Information etc. Residents can also register their complaints and track them using Aadhaar Mitra. It is available in both English and Hindi languages.

"UIDAI is working to make life easier for the residents and is committed to strengthen its grievance redressal mechanism towards more efficient service delivery," the ministry said.