The Unique Identification Authority of India (UIDAI), which oversees Aadhaar, has topped the August rankings report published by the Department of Administrative Reforms and Public Grievances (DARPG), for resolving most public grievances among all government ministries and government departments.

UIDAI has been a top performer in the resolution of cases received through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).

UIDAI has a robust grievance redressal mechanism in place comprising UIDAI HQ Divisions, Regional Offices, Technology Centre and engaged Contact Centre partners, which enables the authority to resolve around 92% of CRM Grievances within 7 days.

The Ministry of Electronics & IT under which UIDAI falls, said, the authority is dedicated further to strengthening its Grievance Redressal Mechanism and will launch a state-of-the-art Open Source CRM solution soon. The new Customer Relationship Management (CRM) solution has been designed with advanced features that shall enhance UIDAI service delivery to residents.

The new CRM solution shall allow the users to lodge and the authority to track public grievances via multiple channels such as phone calls, email, chatbot, web portal, social media, letter and walk-in. It is an advanced stage of implementation and is going to be rolled out soon.