PFRDA/17/01/10/0005/2017-SUP-CRA-Part (4) Date: September 16, 2021 To, All NPS Stake Holders, Subject: Profile of Central Record keeping Agencies (CRA) & the benefits/features offered by them As per Section 21(1) of PFRDA Act 2013, PFRDA had appointed multiple Central Record Keeping Agencies (CRAs) in the public interest and in order to provide the choice to its stake holders for catering to their specific requirements. CRAs which are appointed by PFRDA are mentioned below in the alphabetical order, i. Computer Age Management Services Ltd. (CAMS) ii. KFin Technologies Pvt. Ltd iii. NSDL e-Governance Infrastructure Ltd CRAs are responsible to build, maintain and operate the NPS infrastructure. They act as operational interface for intermediaries by setting up the Information Technology(IT) infrastructure. CRA’s IT framework is to be scaled up as per evolving needs and adaptive for the record keeping / administrative facility for future changes. CRAs develop new functionalities or utilities, establish new processes, continue with enhancements and develop modules to address the aspirational requirements of various stakeholders. The profile of each CRA and the features and benefits offered by them is provided at the Annexure under the relevant titles in order to enable and facilitate the stakeholders to make an informed choice while opting for one or more CRA. i. Name of the Company ii. Profile of the Company iii. Year of operationalization as a CRA iv. Geographical spread/Network of branches v. Services being provided to NPS subscribers vi. Services being provided to NPS intermediaries vii. CRA charges for various services viii. Technology support being provided to subscribers for ease of service ix. Technology support being provided to intermediaries for ease of operation x. Exclusive Service offerings to Subscribers xi. Exclusive Service offerings to intermediaries xii. Use of New Age Technologies for Service delivery and their brief xiii. Contact details of compliance officer xiv. Any other information For more details/additional information, the website of the respective CRAs can be visited or the compliance officer of the CRA can be contacted. This communication is placed in the CRA section of intermediaries and also under the Circular sub section of Regulatory framework section of PFRDA website. (K Mohan Gandhi) Chief General Manager
Transcript
PFRDA/17/01/10/0005/2017-SUP-CRA-Part (4) Date: September 16, 2021
To, All NPS Stake Holders,
Subject: Profile of Central Record keeping Agencies (CRA) & the benefits/features offered by them
As per Section 21(1) of PFRDA Act 2013, PFRDA had appointed multiple Central Record Keeping Agencies (CRAs) in the public interest and in order to provide the choice to its stake holders for catering to their specific requirements. CRAs which are appointed by PFRDA are mentioned below in the alphabetical order,
i. Computer Age Management Services Ltd. (CAMS) ii. KFin Technologies Pvt. Ltd
iii. NSDL e-Governance Infrastructure Ltd
CRAs are responsible to build, maintain and operate the NPS infrastructure. They act as operational interface for intermediaries by setting up the Information Technology(IT) infrastructure. CRA’s IT framework is to be scaled up as per evolving needs and adaptive for the record keeping / administrative facility for future changes. CRAs develop new functionalities or utilities, establish new processes, continue with enhancements and develop modules to address the aspirational requirements of various stakeholders.
The profile of each CRA and the features and benefits offered by them is provided at the Annexure under the relevant titles in order to enable and facilitate the stakeholders to make an informed choice while opting for one or more CRA.
i. Name of the Company ii. Profile of the Company
iii. Year of operationalization as a CRA iv. Geographical spread/Network of branches v. Services being provided to NPS subscribers
vi. Services being provided to NPS intermediaries vii. CRA charges for various services
viii. Technology support being provided to subscribers for ease of service ix. Technology support being provided to intermediaries for ease of operation x. Exclusive Service offerings to Subscribers
xi. Exclusive Service offerings to intermediaries xii. Use of New Age Technologies for Service delivery and their brief
xiii. Contact details of compliance officer xiv. Any other information
For more details/additional information, the website of the respective CRAs can be visited or the compliance officer of the CRA can be contacted. This communication is placed in the CRA section of intermediaries and also under the Circular sub section of Regulatory framework section of PFRDA website.
(K Mohan Gandhi) Chief General Manager
Confidential to Recipient 1
Profile Template
1. Name of the CRA CAMS (COMPUTER AGE MANAGEMENT SERVICES LIMITED)
2. Profile of the company
CAMS is a technology-driven financial infrastructure and services provider to mutual funds and other financial institutions, with over twenty-five years of experience. The Company is India’s largest registrar and transfer agent of mutual funds serving over Rs.22 lakh crore assets representing 69% of the industry’s assets under management of 17 Mutual Fund houses.
With the initiative of creating an end-to-end value chain of services, the Company has grown its service offerings and currently provides a comprehensive portfolio of technology-based services covering areas such as transaction origination interfaces, transaction execution, payments & settlements, Reconciliation, dividend processing, investor interface, record keeping, report generation, intermediary empanelment and brokerage computation and compliance related services.
Besides serving as a B2B service partner for Mutual Funds, CAMS also serves investors through a variety of touch points such as pan-India network of service centres, white label call centre, online, mobile app and chatbot.
CAMS is regulated by SEBI since 1993 and was categorised as a Q-RTA (Qualified RTA in 2018).
The subsidiaries of CAMS viz. CAMS Insurance Repositories Limited is registered with Insurance Regulatory and Development Authority of India and provides eInsurance Account services for over 36 lakh e- policies. CAMS Investor Services Private Limited is registered with Securities and Exchange Board of India for KYC services and CAMS Financial Information Services Private Limited is registered with Reserve Bank of India as a NBFC -Account Aggregator. CAMS has been appointed as CRA for NPS by PFRDA and is poised to serve NPS subscribers and ecosystem.
3. Year of operationalization as a CRA
Certificate granted in March 2021; building infrastructure to start operations in Dec. 2021 - January 2022.
4. Geographical spread/Network of branches
CAMS Front offices are across 271 locations covering 263 unique cities
5. Services being provided to NPS subscribers
Core Service of CAMS CRA for subscribers will include
Subscriber on-boarding with multiple KYC options
Offer physical, phyigital and eNPS account opening
Issuance of PRAN
Confidential to Recipient 2
Contribution management
On-going Subscriber services during the life-cycle
Withdrawal and Exit services
Facilitate smooth operationalization of Tier II accounts
Enable periodical/ on demand statements
Core Record-keeping functions
Efficient grievance redressal mechanisms
Multi-mode CRM facilities – web, mobile app, Call center
6. Services being provided to NPS intermediaries
Core services to Intermediaries will include
Provision of platform access and interfaces to intermediaries for seamless two-way flow of data and information related to them
Generating and enabling reports to help intermediaries discharge their deliverables
Investment scheme and switch selection management
Pension contribution information reporting
Trustee bank reporting and reconciliation support for fund transfers from nodal offices, investment instructions, fund payout to PFM, ASPs, subscriber payouts, etc.
PFM reporting and coordination for payouts, investment instruction, NAV updation
ASP reporting and coordination for pension scheme sales, exit funding, etc.
Periodical MIS and analytical support to Authority
Interoperability with other CRAs
7. CRA charges for various services
Charge Head NPS NPS LITE/APY
PRA Opening charges Rs.40.00 Rs.15.00
Annual PRA Maintenance cost per account
Rs.65 Rs.16.25
Charge per transaction Rs.3.50 NIL
8. Technology support being provide to subscribers for ease of service
eSign based service request
Chat bot using guided navigation
AI /ML based services
APIs and integrations for Payment gateway offerings
10. Technology support being provided to
Web-based platforms/direct connectivity links to various intermediaries that will help them to download and upload data with ease and convenience
Confidential to Recipient 3
intermediaries for ease of operations
Multi-mode interfaces and file formats for assuring seamless, secure data interchange
IT service Help Desk
Uptime Monitoring and Dashboards
11.
Exclusive Service offering to Subscribers
Utilization of CAMS existing 271 front end Customer Service Centers across India covering 263 unique cities/towns
eKYC integration with UIDAI to grow eNPS
User friendly subscriber service enhancement tools like: Statements on the fly, SMS confirmations, responsive call centers with multi modes, Grievance redressal management suite
Custom built mobile apps with enriched functionalities to access NPS for transactions, payment gateway integration for settlements
Payment options such as eNACH, UPI Auto Pay
Step -up contribution option at the time of application
Goal-based Tier II account
Special Help Desk and proactive engagement with subscribers for friction-less exit process and commencement of annuity
Notifications and Periodic updates
SMS and email alerts at every event of the transaction processing life cycle
Reminders to inform on the upcoming events like periodical debits in to their banks accounts to keep sufficient balances, etc. – SMS, email.
Periodic notifications and alerts informing subscribers about NPS investment, information on returns generated, corpus created, relative fund performance, portfolio performance, gains, IRR, etc.
Birthday & marriage anniversary greetings
Take regular service ratings to drive CSAT
Run campaigns on missing data – both print and electronic – like missing address fields, mobile numbers, etc., as also awareness campaigns
Other market and regulatory updates
Chatbots and customer support teams assisting query resolution
Confidential to Recipient 4
Subscribers decision-making guidance
Calculators for projecting the expected corpus for withdrawal at retirement, Pension per month post retirement, proportion of corpus to be invested in annuity, tax savings, etc.
Scenario simulators explaining intermediary withdrawal, minimum lock in period, etc.
Awareness Building & evangelization
Empower DIY subscriber with Product videos elaborating the schemes, type of investments, auto choice/active choice and miscellaneous facets
Leverage Social media to bring in coverage and drive awareness
12.
Exclusive Service offerings to intermediaries.
Online dashboard monitoring tools for real time status views, e.g.
Onsite Scan assist coordinators for bulk nodal office requirements
Seamless sharing of KYC data to ASPs for friction-less annuity commencement
Training and NPS evangelizing assistance
Training modules and certification programs directed towards enhancing sales team’s knowledge about schemes and offerings
Off the shelf corporate and employee presentations for evangelizing NPS
Sales and marketing support
E – Mail templates facilitating consistent and hygienic customer interactions
Multilingual subscriber facing videos assisting marketing teams in NPS promotion campaigns
13. Use of New Age Technologies for Service delivery and their brief
CAMS will adopt the Cloud services to host and operate the CRA platform to bring scale and flexibility
Digital account maintenance using AI /ML – bank account changes
Online subscriber acquisition with compliant processes and direct Payment Gateway arrangement
CAMS CRA’s vision for setting-up and running the CRA operations
Enhance the subscriber confidence and convenience with multitude of self-service options, single point access for all financial, non-financial transactions & reporting needs who look forward to deriving comfort from their long-term savings and investment in NPS
Deploy technologies to achieve scalability, faster turnaround time for intermediaries servicing and enriched subscriber servicing
Evangelize pension contributions, investments to secure financial life of subscriber by enhancing his confidence, convenience and choices
KFin Technologies Pvt. Ltd. Page 1 of 5
Profile Template
1. Name of the CRA KFin Technologies Private Limited
2.
Profile of the company KFin Technologies Private Limited (KFintech) is the largest Registrar and Transfer Agency (RTA) and a market leader in the financial sector providing investor servicing. KFintech provides RTA service to mutual fund service, corporate registry, Central Recordkeeping Agency (CRA) for National Pension System (NPS), Global fund services, Global Business services etc. KFintech operations are spread across 180+ branches. With over 100 million key investor accounts, KFintech reach out to 3500+ issuers including banks, PSUs and mutual funds. KFintech has a diverse and robust workforce of 5,500+ experienced professionals who hail from various disciplines and service over 100 million investors, with over 120 million transactions annually.
3.
Year of
operationalization as a
CRA
2017
4.
Geographical spread/
Network of branches
KFintech operations are spread across 180+ branches in India
and 13 countries globally, namely Canada, USA, Oman, Malaysia,
United Kingdom, UAE, Maldives, Singapore, Australia, Hong
Kong/Philippines and Bahrain.
5.
Services being provided
to NPS subscribers
Below services are provided to subscriber:
1. Issuance of Unique Permanent Retirement Account
Number (PRAN) to each subscriber.
2. Maintains a database of all PRANs and records all the
transactions relating to subscriber such as contribution
details updation, Tier II activation, Re-issuance of PRAN
Card etc.
5. Credit of units as per contribution
6. Statement of Transactions on periodic basis
7. 24 X 7 IVR facility and dedicated customer care for
subscribers.
KFin Technologies Pvt. Ltd. Page 2 of 5
8. Option to raise grievance, enquiry and service request
in CRA system.
9. Various alerts through SMS and email
10. Missed call service
11. Integration with UMANG for access to a wide range of services like Current Holding, SOT Request on Email, Account Detail, Recent Contributions, Profile setting, Address Change and Notifications.
6.
Services being provided
to NPS intermediaries
Below services are provided to intermediaries:
A. Nodal Offices:
1. Registration of Entity in CRA system.
2. Issuance of User ID and Password
3. Registration of their subscribers in CRA system through
multiple modes like physical, online (through text/excel
upload, redirection, API).
4. Provision of upload of Subscriber Contribution File (SCF)
and issuance of challan.
5. Provides platform to User to carry out transactions for
their subscriber such as personal details change, Tier II
activation, Pension Fund Scheme Change, One way
switch (Tier II to Tier I), Partial withdrawal, Exit requests,
ERM, Inter Sector shifting, Inter CRA shifting etc.
6. Option to generate Receipt/ Acknowledgment for
various request accepted
7. Option to raise grievance, enquiry and service request
in CRA system.
8. Various MIS Reports and mailback service for reporting
9. 24 X 7 IVR facility and dedicated customer care for Nodal
Offices.
B. Pension Funds
1. Registration of Entity in CRA system.
2. Issuance of User ID and Password
3. Instructions for investment of contribution in Pension
Fund Schemes
4. Instructions for redemption of units as per subscriber/
Nodal office advice.
5. Provision to upload NAV file
6. Option to raise grievance request in CRA system.
7. Various MIS reports
C. Trustee Bank
1. Registration of Entity in CRA system.
KFin Technologies Pvt. Ltd. Page 3 of 5
2. Issuance of User ID and Password
3. Provision to upload Fund Receipt Confirmation (FRC)
4. Instructions for transfer of funds to Pension Fund for
investment.
5. Instructions for transfer of funds to subscriber and
Annuity Service Provider on withdrawal
6. Option to raise grievance request in CRA system.
D. Annuity Service Provider
1. Registration of Entity in CRA system.
2. Issuance of User ID and Password
3. Sharing of subscriber details for annuity purchase.
4. Provision to submit annuity withdrawal requests.
5. Option to raise grievance request in CRA system.
7.
CRA charges for various
services
KFintech CRA (KCRA) Charges:
1. PRA Opening through Physical PRAN Kit / ePRAN Kit
-For physical PRAN Kit - Rs. 39.36
-For ePRAN Kit - Rs. 4
2. CRA Annual PRA Maintenance cost per account – Rs. 57.63
3. Charge per transaction - Rs. 3.36
8.
Technology support
being provide to
subscribers for ease of
service
Dedicated portal (https://enps.kfintech.com) provided to
subscriber. User ID and Password is provided to subscriber for
carrying out various transactions. Subscriber can carry out
transactions such as Contribution, Pension Fund Scheme
Change, One way switch, Partial withdrawal and Exit requests,
3. Point to point tracking from PRAN Card dispatches to
delivery.
4. SMS and Email Intimation to Subscriber on fund
reconciliation
5. Recurring Contribution (Systematic Investment)
through POPs
6. Option to select and compare multiple ASPs for live
Annuity Quotes
7. Direct access to IVR for calls made from registered
mobile number
8. Chat facility available between 10 am to 6.30 pm and
Chat transcript option is available on the subscriber’s
registered email ID
9. Balance enquiry through missed call
10. Penny drop facility for bank details verification
11. PIN/Pattern based login in Mobile App
12. Option to download the Transaction Statement since
inception
12.
Exclusive Service
offerings to
intermediaries.
Below are the exclusive services offering to Nodal Offices:
1. Advanced Redirection model with deep integration to
fetch customer details
2. API based registration
3. API based de-dupe across CRA on the basis of PAN
4. Physical support and more accountability through
KFintech’s own network of around 180 branches
5. Digitization of forms at local level and hence early
resolution on observations.
6. Option to generate receipt (including service charges as
well as excluding service charges of PoP)
7. Generation of Transaction IDs available 365 days and 24
hours
8. Ease of SCF generation and upload – both excel and text
9. Three level authorization for high value withdrawals
10. Dashboard at POP login provides quick summary of
pending action items
11. Penny drop facility for bank details verification
12. Role mapping at user level and different Users can be
provided different functionalities
13. Various reports including Compliance reports
13.
Use of New Age
Technologies for Service
delivery and their brief
Below are the New Age Technologies for Service delivery and
their brief:
KFin Technologies Pvt. Ltd. Page 5 of 5
1. API System Integration: KCRA is the first in industry to launch API based integration for live PRAN generation. We have Tier II activation, Contribution and various other APIs for better customer servicing
2. Integration with UMANG: UMANG (Unified Mobile
Application for New-Age Governance) is one of the key
Digital initiative by government of India to facilitate a
subscriber of access to CRA services. We have done
integration with UMANG mobile application platform
through APIs to get access to a wide range of services
like Current Holding, SOT Request on Email, Account
NSDL e-Governance Infrastructure Limited (NSDL e-Gov) was originally set up as a Depository in 1995 and has over the years used its inherent strengths, project management capabilities & technology expertise to deliver state of the art e-Governance solutions which has helped Governments to identify and clear bottlenecks, promote transparency, reduce service delivery costs and deliver public services e�ciently.
NSDL e-Governance has made use of the latest technology, tools and business process re-engineering for developing and implementing solutions for all its projects and has always promoted Ease of Doing Business. Over the years, NSDL e-Governance has helped governments and businesses in the following:
Agritech including Digital Marketing Place and Learning platform for Agriculture Extension Services
Identity Management and eKYC /e-Sign Solutions built on Aadhaar Stack
Managing huge Databases Transaction processing
Service Center management
Learning Management Solutions to provide agile, cost-e�ective and dynamic educational solutions Social Protections and Delivery Platform for Welfare Bene�ts
PROFILE OF THE COMPANY02
NSDL e-Governance Infrastructure Limited
NSDL e-Governance Infrastructure Limited
Pioneer role in laying down the basic infrastructure for e-Governance in India
25+ years of unparalleled experience and expertise in providing e-Governance solutions at scale.
Trusted partner of multiple GOI Ministries for implementing large and critical technology infrastructure across the nation.
Leadership play on GOI’s vision of delivering public services through digital channels – reached more than 350 million people
Ability to replicate multiple population-scale solutions in di�erent geographies
High-quality management team with a demonstrated track record
The last-mile footprint of more than 38,000 facilitations centers equipped with necessary infrastructure like PCs, Printers, Biometric, Internet Connection, UPS, etc. PAN India (4,500 across the Aspirational Districts) providing G2C Services.
•
•
•
•
•
•
Demonstrated Capabilities of NSDL e-Gov:
NAME OF THE CRA01
Policy Making Bringing in Transparency Cost Reduction
Strengthening the Administrative & Legal Infrastructure
Data Security Change Management Reduced Turn Around Time (TAT) in providing services
1
We have been functioning as Central Recordkeeping Agency (CRA) for NPS from 2008. As a CRA, functioning as Global KUA/ AUA having the right to perform eKYC and thereby facilitating a smooth digital on-boarding journey for a Subscriber. We have been certi�ed at Capability Maturity Model Integration for Services (CMMI SVC Version 1.3) ‐ Level 5 for CRA – Subscriber Services and CRA Systems Infrastructure. By implementing high maturity process areas of CMMI SVC level 5, we have a�rmed our commitment to deliver best services to all our customers. Today NSDL-CRA has an ever-growing family of more than 40 million NPS accounts and pension wealth of more than ₹ 6.35 trillion.
95%More than 95%Market Share in NPS
60%
3.4 Mn+
Market Share PAN Cards Issuance
Deductee Records Processed
360 Mn+PAN Card Issued
2.9 Mn+Students Reached
648 Mn+e-KYC Transactions
102 Mn+
1695 Mn+
e-Sign Consumed
Aadhaar Authenticated
30 K+Service Centers
₹6.35 TrilAUM in NPS
40 Mn+Subscribers in NPS
Head O�ce: Mumbai
Branches: New Delhi, Ahmedabad, Kolkata, Pune, Bengaluru and Chennai
June 2008
YEAR OF OPERATIONALIZATION AS A CRA03
GEOGRAPHICAL SPREAD/ NETWORK OF BRANCHES04
NSDL e-Governance Infrastructure Limited
2
SERVICES BEING PROVIDED TO NPS SUBSCRIBERS05
Registration ofSubscribers andallotment of PRAN
Printing anddespatch ofPRAN Kit
NPS Contributionaccounting andallotment of units
Access toCRA system
SubscriberMaintenance
PRAN kit containing PRAN Card, welcome letter, an NPS information booklet and a Subscriber Master Report (SMR) is printed and despatched for each registered Subscriber.
For record and veri�cation purpose, the pdf copy of Subscriber details in the format of Subscriber Registration Form is also made available to Subscriber in their CRA system login and sent through email.
Subscribers’ Contributions are unitized through a settlement cycle by CRA wherein contributions as well as instructions are provided to PFMs for investment and creation of units based on the NAV of that day.
Created units are credited in Subscriber’s account.
All registered Subscribers are given login credentials to access CRA web-based system (www.cra-nsdl.com) so that they can view their account details on an ongoing basis and perform various activities online.
CRA web-based system is mobile responsive so that it can be accessed smoothly from handheld devices making it convenient for users to access it on the go.
As part of Subscriber maintenance/servicing, the Subscribers are facilitated to initiate various requests such as Personal, Nomination, Bank details change, Scheme Preference Change, etc.
Subscribers can perform such requests either online through a web-based CRA system or through Mobile App (NSDL NPS) or through the submission of requests to the associated Nodal O�ce/PoP.
CRA carries out registration of Subscribers in the CRA system which includes Government & Corporate employees covered under NPS as well as individual Subscribers.
A unique twelve-digit Permanent Retirement Account Number (PRAN) is allotted to each Subscriber.
3
NSDL e-Governance Infrastructure Limited
SERVICES BEING PROVIDED TO NPS SUBSCRIBERS05
ExitProcess
TransactionStatement
GrievanceRedressal
Online Exit Module with paperless option for most of the withdrawals has been implemented in the CRA system to facilitate online processing of withdrawal requests of Subscribers. This has facilitated timely disbursement of withdrawal corpus and annuity to NPS Subscribers.
NSDL-CRA sends a Annual Physical Transaction Statement once a year to each Subscriber.
Transaction Statement is sent on a monthly basis on the registered email ID of Subscriber.
Transaction Statement can be viewed and downloaded any time from CRA system or through IVR request or Mobile App or can be obtained from Nodal O�ce/PoP.
Subscribers can raise their queries / grievances through the Central Grievance Management System (CGMS), which is also integrated with CPENGRAM of the Central Government.
Query / grievance can be raised by logging to CRA system or through CRA Corporate Website or through Mobile App or by calling on CRA Call Center or by sending physical request. On logging of the query/grievance as well on resolution, intimation is sent to the Subscriber.
CGMS platform is bi-lingual to help Subscribers who are comfortable in interacting in Hindi.
Bilingual IVR facility is available any time any day – 24*7. Call Toll Free Number – 1800 222 080 to get information related to NPS account like account balance, last �ve transactions etc.
Registration ofstakeholders andallotment of uniqueRegistrationNumber
Intermediaries – Nodal O�ces, Points of Presence etc. including their associated o�ce / branches (if any) are registered and unique registration numbers are allotted by CRA.
Pension Fund Managers & their Schemes, Annuity Service Providers & their Annuity Schemes are registered in CRA.
Entities are provided with login credentials to perform regular activities / monitoring activities.
CRA has provided an online centralized Platform for stakeholders to access and perform regular NPS-related activities.
Multiple modes of access (password-based and DSC-based) are made available along with various models of interface as per the accounting hierarchy/convenience of the Nodal O�ces/ PoPs (Centralised, De-Centralised and Quasi-Centralised).
CRA conducts exhaustive training and workshops for Nodal O�ces across all sectors.
Considerable emphasis is done on capacity building to train people about the overall process - considering the potential, limits and needs of the stakeholders.
Comprehensive Training programs have been devised in a structured manner to train the Nodal O�ces to improve their performance.
Centralised platform has been provided to the Government O�ces to raise training requests through Online Training Module.
To facilitate the onboarding e�orts of PoPs, regular meetings / training are conducted to understand their existing infrastructure and customised requirements.
Product as well as process training including refresher training are provided to the Nodal O�ces/PoPs on a regular basis.
Regular Meetings and Handholding are done with Trustee Bank, PFMs & ASPs for their onboarding and ongoing operational activities.
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NSDL e-Governance Infrastructure Limited
SERVICES BEING PROVIDED TO NPS INTERMEDIARIES06
Support inOperations
DataSupport
Handling ofqueries andGrievances
Ongoing support is provided in the nature of
• Standard Operating Procedures• Any time approachability through Relationship Managers • Day to day query handling • Facilitating to handle exceptions
Data support is provided to the intermediaries for performing as well as improving their NPS operations, audit, monitoring the performance and taking corrective action etc.
MIS/reports are provided to Oversight O�ces on a periodic/adhoc basis to assist them in monitoring and streamlining the NPS activities of their associated o�ces.
Dashboard has also been made available to the Oversight o�ces for monitoring the performance of the associated entities.
Performance reports are provided to the Nodal O�ces to enable them to improve their performance.
Data support to the PFMs includes ALM reports, fund �ow reports for monitoring their investment pro�le.
ASPs are provided with data/reports to enable the Subscribers to seamlessly complete their annuity formalities.
In addition to the personalized support in resolving queries of the intermediaries, these entities have the option to raise a query/grievance against any interfacing entity through the Central Grievance Management System (CGMS) of the CRA portal.
Alerts are sent to the entity against whom grievances are raised and pending grievances are escalated based on a de�ned escalation matrix.
The Nodal O�ces/PoPs also have the facility to register grievances of underlying Subscribers.
CONTD...
6
NSDL e-Governance Infrastructure Limited
CRA CHARGES FOR VARIOUS SERVICES07
TECHNOLOGY SUPPORT IS PROVIDED TO SUBSCRIBERS FOR EASE OF SERVICE08
NSDL e-Gov has always been following the policy of reducing charges as the volumes increase to pass on the bene�ts of growth to the Users. Our current charge structure is given below and from October 2021, AMC is being reduced by nearly 18% i.e., From ₹84 to ₹69 p.a.
CRA is a web-based portal which caters to various features for Subscribers and this portal can be accessed at any time. The portal is mobile compatible and can be easily accessed from any where at ease. Once registered, the subscribers are provided with login credentials which enables them to access their account with much ease. The Subscribers can easily reset their password in case they don’t remember the password.
Once the subscribers login to their account in CRA portal, they have options to view their PRAN account details, ePRAN card, Transaction Statement and Holding Statement. Subscribers can also view the details of their associated entities (Nodal o�ces or PoPs) Further, they are empowered with options to change their contact details, scheme preference, execute tier-II withdrawal, Partial withdrawal etc. They also have the option to raise query/grievance against their o�ce or PoP or against CRA. Most of the activities can be completed either through OTP authentication or esign authentication where there is no requirement of submission of physical papers – Entirely Paperless Journey.
In short – Access to the NPS account is easy Navigation to the available options is swift and the execution process is simple.
Annual PRA Maintenance cost per account
PRA Opening charges
Charge per transaction
CRA charges for account opening if the Subscriber opts for a Physical PRAN card (in ₹)
CRA charges for account opening if the subscriber opts for ePRAN card (in ₹)
₹40 (also applicable to reissue of PRAN card)
Welcome kit sent in physical
Welcomekit sent vide email only
Charge head Service Charges* (excluding taxes)
₹ 84 (₹69 from October, 2021)
₹3.75
₹35 ₹18
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NSDL e-Governance Infrastructure Limited
TECHNOLOGY SUPPORT IS PROVIDED TO INTERMEDIARIES FOR EASE OF OPERATIONS09
CRA system is a portal that caters to various features for intermediaries and this portal can be accessed at any time. Intermediaries who interface in the CRA system need to be registered with CRA. Once registered, they are provided with login credentials to access the CRA portal. Online reset option available to change the password (or DSC) as applicable. Subsequent to registration, the Intermediaries can get their details modi�ed as and when required.
Once the intermediaries log in to CRA system, various menus/options are available to them to enable them to perform the NPS operations for their associated subscribers. Navigation is easy and processes are simple. Depending on the availability of the back o�ce or HR portal (as per the role of the entity in NPS architecture) of the intermediary, various system integration options are provided thereby enabling the intermediaries to perform their operations at ease. Various utilities are provided to the intermediaries to facilitate them to carry out their operations in a smooth manner. Reports, inbox noti�cations, Dashboard views, request status view are all made available to them to enable them to improve their performance. In addition to this, the SOPs, Circulars etc. are made available in their login and intimations are also provided to the Nodal o�ces through emails. In short, in terms of availability, software, customizations, platform, connectivity, compatibility, interface etc. it has been ensured the best so that the intermediaries can service the Subscribers in the best possible manner.
Further, to provide benchmarked IT services and to e�ectively manage IT and its risks, the following IT Governance practices are followed:
ISO 27001(Information Security Standards)
ISO 20000(IT Service Management Standards)
ISO 22301(Business Continuity Standards)
IT -System Audit
General Computer Control Audit
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NSDL e-Governance Infrastructure Limited
EXCLUSIVE SERVICE OFFERING TO SUBSCRIBERS10
It has been a constant endeavor of NSDL-CRA to provide value-added services to enrich the experience of the Subscribers. In the pursuit of this vision, several initiatives have been undertaken by NSDL e-Gov as CRA. Some of the major Subscriber oriented services being provided are as follows:
eNPS & Mobile App
Easy Onboardingwith eKYC
Swift contribution
Tier II registration
Pension & Returns
Calculator
Details of Transactions Holding
24x7 e-Interface
Corporate Website FAQs,product information etc
NPS ki Pathshala-YouTube Channel
Quora, Facebook andInstagram for updatesand query clari�cation
Chatbot for digital
conversation support
Subscriber AwarenessProgrammes
Podcasts on variousNPS related topics forpeople on the move
Awareness &knowledge Bank
Updatingdemographic and
other details
Online Exit process
D-remit contributionwith same-day NAV
Instant password reset
Email/ SMS alertson a regular basis
Flexibility to investthrough SIP
EmpowermentSelf Processing Options
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NSDL e-Governance Infrastructure Limited
EXCLUSIVE SERVICE OFFERINGS TO INTERMEDIARIES11
CRA system is the backbone of NPS as it enables seamless connectivity and transfer of information amongst all stakeholders. Over time, NSDL CRA has developed and implemented many user-friendly features and functionalities for the various stakeholders under NPS. Also, various e�orts have been taken by CRA to support and bring in e�cacy in the operations of stakeholders. Some of the major functionalities or our initiatives are cited below. Our extensive discussions with various stakeholders provides us with a deep insight into the key areas for our stakeholders where we not just create value at the enterprise level but also help them in bringing down their cost.
• Subscriber Awareness Programmes • Townhalls, webinars with PoPs for Retail & Corporate Subscribers • Co-branding collaterals on NPS • Content creation for campaigns
• White-labeled Platform • Plug and Play model • No investment is required by PoPs • Performance of NPS operations at ease • Customized Interface
• Multiple models of interface across sectors enabled under the same architecture • Online model (OPGM) for instant PRAN generation • Server to Server integration/API Protocols • Processes covering both Online and Offline channels
• Clearing Houses & workshops • Customized data support • Benchmark Performance Analysis & Training • Recovery of Trail Commission and Persistency Commission for PoPs • Assistance of Bulk Portability of Subscribers- Merger of entities, closure of entities etc
CustomizedSystem
AssistedModel MyNPS
ExclusiveServices
MarketingSupport
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NSDL e-Governance Infrastructure Limited
USE OF NEW AGE TECHNOLOGIES FOR SERVICE DELIVERY AND THEIR BRIEF12
Brief of the New Age Technologies being used for Service delivery is given below:
Mobile APP
In addition to providing services through the online platform of CRA system, access to application services of CRA system is also enabled through Mobile Apps. Subscriber downloads the Mobile App and login to the App by user ID and password (same credentials being used to login to CRA application). The Mobile APP access subscriber account details online and provides subscribers with a user-friendly interface to browse through their account information. It also enables the subscriber to maintain their latest contact details and password. The APP gives a better user experience and provides various features to users.
API Based File Upload and Download
Direct integration with entities to help enable straight through services has been provided through the STP web services application. In addition, various API’s have been developed to enable Mobile APP, Government Entities, Corporates and PoPs to connect straight through to CRA systems. Various application features for Nodal o�ces are being enabled through API based �le upload and API Based download.
Dashboard Using Visualization tool
Currently, in CRA application, Dashboard reports are provided in the Central system which are available to various Nodal o�ces and PFRDA users. In near future, dashboard reports will be developed using a new visualization tool that will have static pre-de�ned reports plus a user-de�ned dynamic reporting facility. While internal users will use the dynamic reporting facility to furnish report requirements from clients, pre-de�ned reports will be made available to clients through CRA application. The tool has a built-in feature to represent dashboard reports in line with the user-customized requirement.
CHATBOT
In order to reduce the in�ow of inquiries and provide a real-time response and also to provide CRA with one more avenue for information dissemination, one more feature to provide an automated response feature – CHATBOT is being introduced. A CHATBOT is a software application used to conduct an online chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent.
WAF
Web Application Firewall (WAF) is an application security feature that helps to protect web applications by �ltering and monitoring HTTP tra�c between a web application and the Internet. WAF is an advanced Firewall system that o�ers security from threats, malware, and other vulnerable attacks. WAF has been implemented for all applications of CRA System.
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NSDL e-Governance Infrastructure Limited
CONTACT DETAILS OF COMPLIANCE OFFICER13
ANY OTHER INFORMATION14
Mr. Prasenjit MukherjeeVice President & Compliance O�cerMob.: +91 9820327595 | Email ID: [email protected]
Head O�ce:NSDL e-Governance Infrastructure Limited
NSDL e-Gov is one of the most trusted institutions in the country with 25 years of unblemished track record of providing e-Governance solutions. As a CRA under NPS, we o�er a robust platform that provides customized solutions to various sectors. The platform is not only used by Governments to o�er retirement bene�ts (pension) for their employees but the same platform caters to the pension needs of the entire Indian population. With our varied experience and deep bench strength of competent and talented o�cials we conduct operations e�ciently and provide excellent services.
Our experience of 13 years as a CRA under NPS has enabled us to gain varied experience and expertise in areas that help Governments overcome various challenges faced by them in ful�lling their core responsibilities of delivering services (retirement bene�ts/ pensions) in a user friendly and transparent manner to the Subscribers/employees/citizens. On behalf of PFRDA, we also developed ‘Web embedded surveys’ to facilitate Subscribers/ Nodal O�ces to provide their feedback online. Some of the important surveys carried out were Survey on Understanding NPS Exits, NPS Survey for Life Cycle Funds, Willingness of the corporates having superannuation funds to shift to NPS, Annuities under NPS, CABs/SABs Employee Awareness about NPS, NPS/APY awareness survey of non-subscribers etc. A detailed analysis of these responses helped PFRDA to take further course of action to strengthen NPS awareness.
With our vision "To be a globally trusted provider of impactful digital technology solutions that promote ease of living" and having widespread experience in handling e-Governance projects, now we are venturing into various verticals wherein we are building products and services platforms for health care education and agriculture sectors.
We are developing the world's �rst cab-hailing platform enabled by open-source Beckn Protocols. This project had a full-scale launch in the month of July 2021 which was initiated by the Kerala government for the Kochi Metropolitan Transport Authority. Over 950 drivers and 5 Taxi associations in Kochi have been trained under this project. We are also one of the six entities to get training from NHA to roll out India’s vaccination platform CoWIN for other countries. We are currently engaged with National Skill Development Corporation (NSDC) to design a Skilling NODE (National Open Digital Eco-System) leveraging the Sunbird platform.
We, as an organization have paved the way for deeper, inclusive and more sustainable society. Moving forward, we hope to continue delivering services in a similar manner to make lives better for society.
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