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

Tags: National News

The Unique Identification Authority of India (UIDAI) has once again secured the first rank among all Group A Ministries, Departments and Autonomous Bodies for resolution of public grievances in the ranking report published by the Department of Administrative Reforms and Public Grievances (DARPG) for November 2022.

Important facts

• This is the fourth month in a row when UIDAI has topped the said rankings.

• UIDAI's new open-source CRM (Customer Relationship Management) system is enhancing user experience and improving service delivery to residents.

• This system has the capability to support multiple channels like phone call, e-mail, chatbot, web portal, social media, letter, and walk-in through which the grievances can be registered, tracked and resolved effectively.

• Through this new CRM system, UIDAI has moved towards a centralised complaint management system.

• UIDAI Headquarters and its Regional Offices (ROs) are using a common platform for resolution of CRM cases through various channels.

UIDAI’s ‘Aadhaar Mitra’

• UIDAI's newly launched Artificial Intelligence and Machine Learning (AI-ML) based chatbot, 'Aadhaar Mitra' is gaining popularity among the residents.

• Around 30,000 conversations are happening on "Aadhaar Mitra" on a daily basis and it is expected to cross the 50,000 mark soon.

• The new chatbot has advanced features like - Check Aadhaar Enrolment/Update Status, Track Aadhaar PVC Card Status, Enrollment Center Location Information etc.

• Residents can even register their grievances and track them using Aadhaar Mitra. 

• "Aadhaar Mitra" is available in both English and Hindi languages.

• UIDAI is constantly working to facilitate “ease of living” for residents.

UIDAI

• The Unique Identification Authority of India (UIDAI) is a statutory authority established under the provisions of the Aadhaar Act, 2016.

• The UIDAI is mandated to assign a 12-digit unique identification (UID) number (Aadhaar) to all the residents of India.