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Caring for Retired Coleagues the e-Enabled Way

e-India Conference, New Delhi, July 31-August 3, 2009




This case study describes a successful e-Government initiative involving Innovative use of the internet to successfully empower the serving employees and retirees of the Public Sector Unit-BSNL (incumbent telecom service provider) in the state of Haryana India with complete online availability of information, unique, interactive e-tools, online communication channels and password protected access to their confidential information from the convenience of their homes. Consequently there was a dramatic improvement in pensioner satisfaction and a complete turnaround in pensioner’s perception of the Controller of Communication Accounts Offices (CCA offices are Government Offices handling pension for Telecom employees of the Government/BSNL). Cases are now being received and settled on time; employees are fully aware of pension case status and have secure, on line access to their pension related correspondence and settlement details. Post retirement problems have been minimized and are effectively addressed without the need to visit CCA Office. Even the IT illiterate pensioners in villages and small towns have been accessing the site (albeit with the assistance of the cyber café staff).