The EPF Officers’ Association has approached the Labour & Employment Minister in a formal letter, demanding stronger action on the Centralised IT Enabled System (CITES). It argues that the system, designed to modernise operations, has fallen short of its promise of 2‑3 day claim settlements. The association says the delays are harming millions of EPFO members.
In the letter, the association points out that while CITES was launched to speed up claim processing, many claims are now pending for over 20 days. The body highlights that this delay is a serious breach of the system’s intended efficiency. It stresses that subscribers expect quick, world‑class service.
A key issue identified is the lack of adequate IT infrastructure within EPFO. The association notes that the Information Services Division (ISD) has had no recruitment since 2004, and a full‑time Chief Technology Officer has been missing for the past three years. Most development work is now outsourced to CDAC, which the body says limits quality control.
The CITES project itself was handed to CDAC in January 2023 with a 10‑month schedule. However, the project was delayed and only partially implemented in July 2026. The association criticises the piecemeal rollout and calls for a comprehensive, timely fix.
Manpower shortages are another concern. EPFO’s sanctioned posts have remained at March 2008 levels, despite a sharp rise in workload. Metro offices in Mumbai, Delhi, Bengaluru and Gurugram are stretched thin, leading to operational stress and a surge in grievances.
The association claims that the Central Board of Trustees has been reluctant to exercise its statutory power to appoint more staff. It argues that without proper staffing and upgraded technology, manual processes continue to dominate, defeating the purpose of automation.
Field officers are now left to handle a flood of complaints through official channels, social media and in person. The rise in social media complaints to the CBT Chairman’s handle underscores the growing frustration among members.
In conclusion, the EPF Officers’ Association urges the Labour Minister to intervene urgently. It calls for hiring technocrats, strengthening IT infrastructure, and revising staffing norms to restore swift, reliable claim settlements for the 25‑35 crore people who rely on EPFO services.