Excelsior Correspondent
NEW DELHI, June 6: Pandit Deendayal Upadhyaya National Academy of Social Security (PDUNASS), the apex training institution of the Employees’ Provident Fund Organisation (EPFO), concluded a five-day national-level training programme on “Customer Relationship Management (CRM), CITES and New Initiatives” in New Delhi.
Designed to strengthen the capacities of EPFO officers in customer-centric service delivery, grievance redressal, digital governance, and organizational excellence, the programme aligned with the Second Administrative Reforms Commission’s vision of promoting ‘Ease of Living’ for citizens.
Delivering the valedictory address, 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.
Emphasizing 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 organizational culture. When a member approaches us with a problem, the system itself must respond with empathy.”
The programme was inaugurated by Kumar Rohit and G R Suchindranath, ACC (F&A), and conducted under the guidance of Rizwan Uddin, RPFC-I (PDUNASS). It was coordinated by Jyotinder Azad, RPFC-II.
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.
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.
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