 Early Times Report
NEW DELHI, June 6: The Pandit Deendayal Upadhyaya National Academy of Social Security (PDUNASS), the apex training institution of the Employees' Provident Fund Organisation (EPFO), successfully concluded a five-day national-level training programme on "Customer Relationship Management (CRM), CITES and New Initiatives" in New Delhi. The programme was conducted from June 1 to 5, 2026.
Designed to strengthen the capacities of EPFO officers in customer-centric service delivery, grievance redressal, digital governance, and organisational excellence, the programme aligned with the Second Administrative Reforms Commission's vision of promoting 'Ease of Living' for citizens.
Delivering the valedictory address, Shri Kumar Rohit, Director, PDUNASS, underscored that the future of public service delivery depends not only on efficient systems but also on institutions that understand and respond to citizens' needs with sensitivity, empathy, and accountability.
Emphasising the theme of "Compassion as an Institutional Capability," he remarked:
"Compassion cannot remain a personal virtue that some officers choose to exercise and others do not. It must be embedded into our processes, grievance frameworks, and organisational culture. When a member approaches us with a problem, the system itself must respond with empathy."
Shri Rohit observed that when compassion is embedded within institutional processes, it evolves into a strategic organisational capability that strengthens public trust, enhances responsiveness, and improves customer experience. He noted that truly citizen-centric organisations distinguish themselves not merely through efficiency, but through their ability to seamlessly integrate technology, robust processes, and human understanding in service delivery.
The programme was inaugurated by Shri Kumar Rohit, Director, PDUNASS, and Shri G. R. Suchindranath, ACC (F&A). Conducted under the guidance of Shri Rizwan Uddin, RPFC-I (PDUNASS), and coordinated by Shri Jyotinder Azad, RPFC-II, the programme covered a wide range of emerging and relevant themes, including CRM strategy, grievance management, CITES, data governance, artificial intelligence, compliance management, ethics in public service, emotional intelligence, and communication for effective customer service.
Distinguished faculty members from EPFO, academia, and industry shared valuable insights on enhancing service quality, strengthening grievance redressal mechanisms, and leveraging technology to improve member experience. The programme also featured cross-sectoral learning sessions led by senior officials from the banking sector, enabling participants to benchmark best practices in customer service and complaint resolution.
Being a heterogeneous group, ice-breaking session were inevitable. The Course was designed in a manner that trainee Officers act in groups to understand decision making, communication, collaboration and sense of belongingness. 'Team Building" activity was acted as major ice-breaking enabler. On 3rd June- The "World Bicycle Day", all the trainees participated in slow-cycling event in the morning. They organized table tennis and badminton tournament the same day, that continued till late evening. Sajal Brahma, APFC won the slow cycling race and Rohit Malik , APFC won both TT and Badminton trophy.
The training programme concluded with an interactive open-house discussion and feedback session. Participants gained deeper exposure to digital governance tools, AI-enabled customer relationship management systems, systemic approaches to grievance redressal, and citizen-centric service delivery practices.
The programme reaffirmed EPFO's commitment to building a responsive, trustworthy, and service-oriented institution where compassion is embedded in systems, leadership, and processes-transforming it from an individual virtue into a sustainable institutional capability. |
