RAKSHA

The System for Pension Administration (RAKSHA), also known as SPARSH, is a significant initiative by the Ministry of Defence aimed at streamlining the pension process for defense personnel and defense civilians. While it has the potential to simplify the pension management process, some ex-servicemen have raised concerns about its implementation and user experience.

Key Features of RAKSHA (SPARSH):

1. Objective:

   • The main goal of RAKSHA is to handle the pension sanction and disbursement for Armed Forces personnel (Army, Navy, Air Force) and defense civilians. This system is expected to make the entire process of managing pensions more efficient and transparent.

2. Centralized System:

   • RAKSHA is a centralized web-based system that is intended to streamline pension claims, revisions, and payments. By reducing the reliance on third-party intermediaries, it aims to simplify the process and ensure direct transactions from the Defence Accounts Department to the pensioner's bank account.

3. No Need for Third-Party Involvement:

   • The system handles pension claims and deposits directly, which should ideally eliminate delays or errors that occur due to intermediaries. This is an effort to make the system more direct and efficient.

4. Transparent Pension System:

   • RAKSHA gives pensioners a transparent view of their pension account. This includes a complete history of the pensioner's entitlements, from the start of the pension to the cessation of the pension (such as after the last eligible beneficiary).

5. Digital Identification & Self-Verification:

   • The system uses digital identification for pensioners, which should reduce the need for pensioners to visit pension offices multiple times. It allows for self-verification of data, so pensioners can ensure the accuracy of their records and correct any errors before they become an issue.

6. Complete Pension Cycle Management:

   • RAKSHA covers all activities of the pension cycle, including:

     • Initiation and Sanction of pensions

     • Disbursement of pension funds

     • Revision of pension amounts

     • Service and Grievance Request Management (for issues like pension discrepancies, adjustments, etc.)

Concerns and Challenges:

While the system is designed to be a one-stop solution, there have been complaints, particularly from ex-servicemen:

1. User Experience Issues:

   • Many ex-servicemen have reported that SPARSH has added more complexity rather than simplifying the process. Complaints include:

     • Inaccessible interfaces: Some users have difficulty navigating the system, which could be due to a lack of user-friendly design or poor digital literacy among certain sections of the pensioner population.

     • Endless corrections: Some pensioners have faced constant corrections in their records that don’t seem to stick, leading to frustration and a lack of confidence in the system.

2. System Errors and Delays:

   • Pensioners have reported that despite entering correct information, the system might not always process their requests or payments accurately, leading to delays in pension disbursement. This undermines the goal of timely and efficient pension distribution.

3. Lack of Physical Assistance:

   • While the digital system aims to reduce the need for physical visits to pension offices, it has led to issues for those less familiar with technology (especially older pensioners), who might find it difficult to navigate the system without in-person assistance.

4. Data Accuracy and Grievances:

   • Despite self-verification being part of the system, some errors in pension records persist, leading to grievances and additional work for the pensioners, who must continue to engage with the system or seek help from officials.