The unique Identification Authority of India (UIDAI) topped amongst all Ministries/Departments for resolving Public Grievances in the ranking report which has been released by the Department of Administrative Reforms and Public Grievances (DARPG) for the month of November 2022. UIDAI performed at the top in the resolution of cases received through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
- UIDAI is committed to serving residents of India and has been a catalyst for both ease of living and ease of doing business.
- UIDAI contains a robust grievance redressal mechanism in place comprising of UIDAI HQ Divisions, Regional Offices, Technology Centre, and engaged Contact Centre partners and enables to the resolution of around 92% of CRM Grievances within 7 days.
- UIDAI’s newly launched Artificial Intelligence and Machine Learning (AI-ML) based Chatbot, named ‘Aadhaar Mitra’ becomes popular among residents.
- It has been featured in a popular TV quiz show hosted by a famous film star.
- Around 30,000 conversations on ‘Aadhaar Mitra’ happen on a daily basis.
- The new chatbot offers enhanced features such as checking Aadhaar enrollment/update status, tracking of Aadhaar PVC card status, information on enrollment center location, and so on.
- It is available in both English and Hindi languages.
UIDAI State-of-the-art Open Source CRM solution
- UIDAI launched a State-of-the-art Open Source CRM solution soon. The new Customer Relationship Management (CRM) solution is designed with advanced features that will help in enhancing UIDAI service delivery to residents.
- The new CRM solution offers support for multi-channels including Phone Calls, Emails, chatbots, Web portals, Social Media, letters, and walk-ins through which the grievances can be lodged, tracked, and resolved effectively.
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