Transforming EPFO: Can it pivot into a user-friendly organisation?

With the number of rejections rising to almost a third of claims, the government is taking steps to radically reform the country's largest social security platform in order to ease payouts of benefits

In February 2024, KP Sivaraman, a retired employee and cancer patient, committed suicide in the Kochi office of the Employees Provident Fund Organisation (EPFO) after his claim for final settlement kept on getting rejected for nine years because of a mismatch in the identification details in his provident fund records and his official documents. 

With nearly 78 million contributing members and an investible corpus of about Rs 25 trillion, EPFO is one of the largest social security organisations in the world. However, it has been in recent times struggling to provide efficient customer service. With the launch of the three