Employee Provident Fund Organization (EPFO): Towards consumer centricity

Abstract

Demonstrate the impact of bureaucracy in public services. Demonstrate the adverse implications of over emphasis on rules based decision making in an organization that was created for social security and welfare. Discuss operational transformations in a public organization towards achieving customer centricity. Understand the impact of Technology Enablement and Process Reengineering in improving efficiency and effectiveness of a social organization. Illustrate fairness and balance in empowerment of individuals, specifically for an employee to demand his own monetary rights. Illustrate the power of IT enabled processes in rebalancing the power equation among various stakeholders