COMMON SPARSH-RELATED PROBLEMS AND THEIR COMPREHENSIVE SOLUTIONS

SPARSH (System for Pension Administration – Raksha) is an integrated digital pension platform developed by Tata Consultancy Services (TCS) in collaboration with the Principal Controller of Defence Accounts (Pensions) PCDA(P). It was implemented for the Indian Army in August 2021, with the objective of handling both pension sanctioning and disbursement under the PCDA(P). The platform enhances transparency and reduces financial fraud while streamlining pension processing and eliminating unnecessary delays.

Despite its many advantages, the transition to SPARSH portal has presented several challenges for pensioners, Record Offices, and administrators. This article will outline common SPARSH-related grievances, their solutions, and the steps required to mitigate future issues.

SPARSH Network Structure

SPARSH Portal operates through a well-structured network comprising different entities that ensure pensioners and administrative bodies remain connected for seamless pension disbursement. The structure is as follows:

1. Pensioners access the SPARSH Portal via the internet.
2. Various service centers, including Common Service Centres (CSC), Veterans Service Kendra (VSK), and Colonel Veterans, facilitate portal access.
3. Organizational Record Offices (OROs), MPRS(O), and Head of Offices (HOO) are linked to both CGDA and SPARSH via the CGDA WAN.
4. PCDA(O), PAO(OR), and AAO function under the same connectivity framework.
5. The PCDA(P), CDA Meerut & Chennai, and DPDOs are also integrated within the CGDA WAN framework.

Migration to SPARSH

Pensioners have been migrated to SPARSH in two major categories:

1. Ab-initio Pensioners: New retirees/discharged/deceased personnel post-August 2021, whose pension process follows a structured system including claim initiation, audit, pension sanction, and disbursement.
2. Migrated Pensioners: Pre-existing pensioners previously managed by banks and DPDOs were transitioned into SPARSH. Data was obtained from banks, covering around 200 fields such as Aadhaar, PAN, service details, pension revisions, bank details, etc.

Many pensioners have faced significant issues during the migration process:

Issues in Migration and AS_IS Status

1. Incomplete or missing data fields.
2. 6.5 lakh pensioners remain under AS_IS 1&2 and AS_IS 3 categories.
3. Approximately 2.9K pensioners were migrated with incorrect Record Office data.
4. Around 1K cases fall under “Legal Case – Yes” status.
5. Persistent technical difficulties and incorrect pension type classifications.

AS_IS pensioners continue receiving pensions based on bank records, but without a SPARSH PPO, issues such as incorrect pension classification, difficulties in processing Family Pension (IFP), delays in arrear payments, and non-initiation of additional pension for senior pensioners arise.

Key Features of SPARSH Portal

SPARSH Portal offers multiple benefits aimed at improving pension administration:

1. Enhanced transparency and elimination of financial fraud.
2. Configuration to sanction pensions within a day.
3. Reduction in pension sanction timelines from four months to 15 days.
4. Drastic reduction in the time gap between pension sanction and first payment from one to two months to just one to two days.
5. Automatic pension revision whenever applicable.

For pensioners, SPARSH enables:

1. Personalized pension accounts.
2. Access to PPOs, monthly pension slips, Form-16, etc.
3. Online grievance redressal and real-time tracking.
4. Update of personal, bank, re-employment, family, and IT savings details.
5. Online submission of Life Certificate and initiation of Family Pension (IFP).
6. Death reporting facility for next of kin.

For back-end users, the platform provides:

1. Digital access to service records and PPOs.
2. Real-time tracking of pension processing.
3. A single integrated platform for pension-related activities, including sanction, audit, revision, and disbursement.

Comprehensive List of SPARSH-Related Issues and Solutions

Below is a detailed list of common SPARSH-related grievances along with their solutions:

1. Non-receipt of OROP-II arrears – Obtain Payment/Non-Payment certificate from the bank and send via WhatsApp & Email to DPCC.
2. Non-receipt of outstanding arrears – Pre-migration: Obtain Non-Payment certificate from the bank. Post-migration: Message via WhatsApp to DPCC.
3. Pension stoppage after pensioner’s demise – Initiate death reporting on SPARSH Portal via DPCC.
4. Change of Bank Account – Update bank details via SPARSH Portal.
5. NOC for Bank Withdrawal – Submit an application to PCDA(P) via WhatsApp & Email to DPCC.
6. Non-receipt of pension for a specific month – Message via WhatsApp to DPCC.
7. DR Stoppage/Commencement – Update re-employment status on SPARSH Portal.
8. FMA Stoppage – Update via SPARSH Portal or contact Record Office.
9. Updating Personal/Service/Family Details – Contact Record Office/DPCC for corrections.
10. Incorrect Fixation of Basic Pension – Obtain Due-Drawn Certificate from the bank or contact Record Office.
11. Correction of Commutation Start & End Date – Obtain a bank certificate and upload via Service Request.
12. Non-receipt of additional pension – If DOB not updated, contact Record Office.
13. Unable to log in – Visit nearest SPARSH Service Centre.
14. Unable to view details after login – If Legal Case – Yes, PCDA(P) is resolving.
15. Removal of AS_IS 1 & 2 & 3 Status – Message via WhatsApp to DPCC.
16. SMS not received – Update mobile number via SPARSH Home Page.
17. Updating IT savings details – Update via SPARSH Portal.
18. Disability Pension not migrated – Migration is temporarily stopped, message via WhatsApp.
19. Disability Pension stopped – Message via WhatsApp to DPCC.
20. Dual SPARSH PPO Number – Message via WhatsApp to DPCC.
21. IT deduction for Gallantry Awardees – Contact Record Office or DPCC.
22. Pensioner marked INACTIVE – Message via WhatsApp to DPCC.
23. Memo generated for ineligibility for pension – Message via WhatsApp to DPCC.
24. Data correction for Legal Case – Yes Status – Contact Record Office.
25. Non-generation of SPARSH PPO – Message via WhatsApp to DPCC.
26. IFP PPO generated but pension not commenced – Submit Life Certificate immediately.
27. User ID & Password not known – Visit nearest SPARSH Service Centre.
28. Incorrect Recovery Started – Raise PSR and message via WhatsApp.
29. LTA Claim on SPARSH – Module under development.
30. Incorrect Type of Pension (LFP/SFP instead of OFP) – Message via WhatsApp to DPCC.
31. Getting less pension than previous month – Check Pension Slip, message via WhatsApp.
32. Pension migrated with wrong Record Office – Approach Record Office.
33. Pension migrated with details of another pensioner – Message via WhatsApp.
34. Non-inclusion of former service in Net Qualifying Service – Approach Record Office.
35. Incorrect arrear payments – Contact DPCC.

By addressing these challenges systematically, SPARSH can be fully optimized for all users.

Helpline Numbers:

• OIC DPCC: 6225 (Mil) & 7393073973 (Calls & WhatsApp)
• Email: liaison.1986@gov.in

CONCLUSION

SPARSH Portal is a transformative platform ensuring efficiency, transparency, and quick pension disbursal for defence pensioners. While its implementation streamlines processes, resolving technical and administrative grievances remains essential. Effective coordination between stakeholders, proactive grievance redressal, and continuous system improvements will enhance SPARSH’s functionality, ensuring timely pension benefits without undue hardship for pensioners.

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