## Report on the Policy for Agent Assisted Delivery of UMANG Services
**1. Executive Summary:**
This report analyzes the "Policy for Agent Assisted Delivery of UMANG Services," effective August 12, 2021. This new policy, established by the National eGovernance Division (NeGD), aims to expand the reach of the Unified Mobile Application for New-age Governance (UMANG) services by enabling private and government entities ("Partners") to deliver these services through agents or human-assisted platforms. Key provisions include eligibility criteria for Partners, commercial terms (including introductory waivers of certain charges), obligations related to grievance redressal, data privacy, and adherence to guidelines. The policy establishes a framework for non-exclusive partnerships with a focus on expanding access to government services while maintaining service quality and data security.
**2. Introduction:**
The purpose of this report is to provide an informative overview of the "Policy for Agent Assisted Delivery of UMANG Services," based solely on the provided policy text. This report will detail the policy's objectives, key provisions, affected stakeholders, and likely intended outcomes.
**3. Policy Overview:**
* This is a **New Policy**.
* **Core Objective(s):** The primary objective is to **increase the reach of UMANG services to a larger user base through assisted modes like agents or Human Assisted Platforms.** This is achieved by enlisting Partners to provide select UMANG services to citizens and residents of India. The policy also seeks to maintain quality of service and safeguard user data.
**4. Background and Rationale:**
* Since this is a new policy, the policy addresses the issue of limited reach of UMANG services through digital platforms alone. The policy text states that NeGD "desires to increase the reach of UMANG services to a larger user base through some assistive modes like agents or Human Assisted Platform." The policy intends to make government services more accessible to citizens who may lack digital literacy or access to technology, by leveraging human assistance.
**5. Key Provisions / Changes:**
* **Eligibility for Partners:** The policy defines eligible entities as companies incorporated in India under the Indian Companies Act (1956 or 2013) or the LLP Act (2008), or registered societies.
* **Partnership Agreement:** Selected Partners must enter into a Memorandum of Understanding (MoU) with NeGD on a non-exclusive basis. The initial agreement duration is 24 months, with potential for renewal.
* **Commercial Terms:**
* Connectivity Charges: Initially waived for private entities as an introductory offer.
* Recurring Annual Maintenance Charges: Initially waived for private entities during the MoU duration.
* Transaction Charges: Initially waived for private entities during the MoU duration.
* Government agencies are exempt from all charges.
* **Performance Bank Guarantee (PBG):** Entities (excluding government agencies) must furnish a PBG of Rs. 5 Lakh, valid for 24 months, which must be renewed with each MoU renewal.
* **Grievance Redressal:** Partners are required to appoint a Grievance Nodal Officer to handle user complaints and grievances, with contact details prominently displayed.
* **Service Delivery:** Partners must ensure smooth service delivery through authorized agents and commence provisioning of selected UMANG services within 2 months of the MoU effective date.
* **Data Privacy and Security:** Partners must comply with UMANG Privacy Policy, UIDAI guidelines, and related regulations, ensuring data protection against unauthorized access or disclosure.
* **Charges to Users:** Partners and their affiliates are prohibited from levying additional charges for UMANG-related services, except for those already permissible for online services and document printing.
* **Responsibilities of NeGD:** Include providing the UMANG frontend interface, ensuring data control, and coordinating support for integration.
* **Responsibilities of the Entity:** include ensuring compliance to privacy policy, protection of data, and assigning a Single Point of Contact (SPOC)
**6. Target Audience and Stakeholders:**
* **Directly Affected:**
* Companies incorporated in India or registered societies interested in becoming Partners.
* Citizens and residents of India who will access UMANG services through agents or human-assisted platforms.
* **Other Stakeholders:**
* National eGovernance Division (NeGD).
* Ministry of Electronics and Information Technology (MeitY).
* Village Level Entrepreneurs (VLEs) / Agents.
* UMANG users accessing services directly through the app/web.
**7. Implementation Aspects (Inferred):**
* **Responsible Agency:** National eGovernance Division (NeGD) is responsible for scrutinizing proposals, entering into MoUs, and overseeing the implementation of the policy.
* **Timelines:**
* NeGD will respond to proposals within 4-6 weeks.
* Entities must furnish the PBG within 15 days of proposal approval.
* Entities must sign the MoU within one month of proposal approval, with the MoU period starting from the date of PBG submission.
* Entities must ensure provisioning of selected UMANG services within 2 months from the effective date of MoU.
* **Procedures:**
* Interested entities must submit proposals with specified documents to NeGD.
* NeGD will review proposals and communicate approval or deficiencies.
* Approved entities will enter into an MoU with NeGD and submit the PBG.
* Entities will integrate with the UMANG platform and begin service delivery.
**8. Expected Outcomes / Impact of Changes:**
* The intended outcome is to **increase the accessibility of UMANG services to a broader segment of the population, particularly those who may not be digitally proficient or have reliable access to technology.** By partnering with entities that can provide assisted service delivery, the policy aims to bridge the digital divide and ensure that government services reach a wider audience. The introductory offers (waiver of connectivity, maintenance, and transaction charges) are likely intended to incentivize private sector participation in the initiative.
* This agent-assisted model seeks to improve citizen engagement and satisfaction by providing personalized support and guidance.
**9. Conclusion:**
The "Policy for Agent Assisted Delivery of UMANG Services" represents a strategic effort by NeGD to extend the reach of government services by leveraging assisted service delivery models. The policy provides a framework for partnerships with eligible entities, outlining clear roles, responsibilities, and commercial terms. By focusing on accessibility, quality, and data security, the policy aims to improve citizen access to essential government services and enhance overall governance effectiveness. The success of this initiative will depend on effective implementation, ongoing monitoring, and the active participation of both government and private sector stakeholders.
Key Entities Referenced
National eGovernance Division: An Independent Business Division under Digital India Corporation. Also referred to as NeGD.
NeGD: Abbreviation for National eGovernance Division. Plays a central role in the policy.
Digital India Corporation: A Section 8 Company under Ministry of Electronics Information Technology.
Ministry of Electronics Information Technology: The ministry under which Digital India Corporation operates.
UMANG: Unified Mobile Application for New-age Governance, a platform for delivering government services.
UMANG Services: Government services delivered through the UMANG platform.
August 12, 2021: Date of the policy document.
India: The country where the company should be incorporated.
Indian Companies Act, 1956 or 2013: Legislation under which companies must be incorporated in India to be eligible.
LLP Act 2008: An alternative legislation under which companies can be incorporated in India to be eligible.
Entity: Refers to the company, LLP or registered society that is applying to become a Partner to deliver UMANG services.
President CEO, National eGovernance Division NeGD: The person and associated organization to whom proposals should be addressed.
Electronics Niketan, CGO Complex, Lodhi Road, New Delhi110003: The physical address to which proposals should be sent.
umangdigitalindia.gov.in: The email address to which proposals can be submitted.
AnnexureII: Refers to a list of UMANG services that can be delivered through agents or human assisted platforms.
MoU: Memorandum of Understanding, the agreement between NeGD and the selected Partners.
GST: Goods and Services Tax, which is applicable to charges/fees.
PBG: Performance Bank Guarantee, an amount the Entity will have to furnish.
Rs. 5 Lakh: The amount of the Performance Bank Guarantee (PBG) required.
Grievance Nodal Officer: A person that the Entity shall require to appoint for handling complaints grievances.
NonDisclosure Agreement: Agreement that must be signed with the MoU.
Annexure II to the draft MoU: List of services that the Entity may opt for.
UMANG website: The website where the list of available services on UMANG will be regularly updated.
Digital India: A governmental initiative whose logo should be used in all promotions.
AnnexureIII to the draft MoU: Contains requirements of technical integration between the platform of the Entity and UMANG.
Android: Mobile operating system on which the UMANG app is available.
iOS: Mobile operating system on which the UMANG app is available.
KaiOS: Mobile operating system on which some UMANG services are available.
StateUTs: States and Union Territories of India.
Ministry of Electronics IT: Abridged name for Ministry of Electronics Information Technology
AnnexureI: A document outlining the Dos and Don'ts for the Company and Agents.
VLEs: Village Level Entrepreneurs, also referred to as agents.
UIDAI: Unique Identification Authority of India
UMANG Privacy Policy refer to AnnexureIV to the draft MoU: Policy document outlining the privacy guidelines for UMANG.
IP: Intellectual Property
IPR: Intellectual Property Right
MeitY: Ministry of Electronics and Information Technology, Government of India.
TRAI: Telecom Regulatory Authority of India
DND Do Not Disturb: A service that users can register for to avoid unsolicited messages or calls.
Arbitration and Conciliation Act 1996: The act governing arbitration proceedings.
National e-Governance Division (NeGD)
(Independent Business Division under Digital India Corporation, a Section-8 Company under
Ministry of Electronics & Information Technology)
Policy for “Agent Assisted Delivery of UMANG Services”
(UMANG - Unified Mobile Application for New-age Governance)
through Partners, on non-exclusive basis
Date: August 12, 2021Policy for “Agent Assisted Delivery of UMANG Services”
1. Context & Background
NeGD has developed UMANG Mobile app, a kind of government services mobile
aggregation platform, delivering hundreds of Govt. services to the Nation through a
single mobile app on Android, iOS and Web and some services on KaiOS. UMANG
facilitates citizens with single-point access, through mobile, to various services of
Central Government, State Governments, local bodies, their agencies and, even those
from the private sector. NeGD desires to increase the reach of UMANG services to a
larger user base through some assistive modes like agents or Human Assisted Platform.
2. Purpose
Companies (referred to as “Partner(s) ”in this document), interested in providing select
UMANG Services through agents or human assisted platform to citizens and residents
of India, may submit their proposal for consideration by NeGD on non-exclusive basis.
The initial list of such services is enclosed as Annexure-II to the draft MoU published
with this Policy document. The services can be offered to citizens/ residents in India
after entering into an MoU (Memorandum of Understanding) with NeGD.
The proposal, aligned with the eligibility and other terms laid out in this Policy document
and complete in all respect, can be submitted on any working day, addressed to
President & CEO, National e-Governance Division (NeGD), 4th Floor, Electronics Niketan,
CGO Complex, Lodhi Road, New Delhi-110003 or through email at
umang@digitalindia.gov.in. NeGD will scrutinize/ review such proposal and will respond
within 4-6 weeks either with the approval or the deficiencies.
3. Eligibility Conditions
The company should be incorporated in India under the Indian Companies Act, 1956 or
2013 OR LLP Act 2008and subsequent amendments thereto OR registered as society,
called as “Entity” henceforth in this document.
4. Duration and Commercials
4.1 The period of non-exclusive agreement shall be 24-months (2-years). However,
NeGD reserves the right to terminate the MoU with prior notice of 60 days.
4.2 Renewal or extension of the MoU can be considered for 2 years at a time,
provided
i) The performance of the Entity is satisfactory
ii) There are no large scale complaints against the Entity from the users
Page 2Policy for “Agent Assisted Delivery of UMANG Services”
iii) Entity agrees to pay the charges as may be prescribed by NeGD as per the
prevailing policy at the time of renewal
4.3 Charges/ Fees Applicable (exclusive of GST)
4.3.1 Connectivity Charges is the onetime fee for allowing integration with
UMANG
i) “No connectivity charges” for private entities, as an introductory offer
ii) Charges not applicable, if the proposal is submitted by any
Government (Central or State) Department or any other Government
agency
4.3.2 Recurring Annual Maintenance Charges applicable after one year of
operations
i) “No maintenance charges” for private entities, as an introductory offer
for the duration of the MOU
ii) No maintenance charges for any Government agency
4.3.3 Transaction Charges based on service usage and/or API hits
i) “No transactions charges” to private entities, as an introductory offer
for the duration of the MOU
ii) No transaction charges for any Government agency
4.3.4 PBG (Performance Bank Guarantee)
Entity will have to furnish a PBG of Rs. 5 Lakh valid for 30 (24+6) months.
The PBG shall be renewed every time with the MoU renewal. The
Government agencies are exempted from requirement of the PBG.
NeGD reserves the right to terminate the introductory offer at any time;
however, the proposals received during this period will be processed
accordingly.
5. Other Terms & Conditions (T&C)
5.1. Appointment of Grievance/ Nodal Officer
i) Entity shall require to appoint a “Grievance/ Nodal Officer” for handling
and proper/ timely disposal of the complaints/ grievances of
stakeholders, primarily the end-users.
ii) Name and contact details of such officer shall be published on the Entity’s
website and displayed prominently at its service centers as well as on the
‘service receipts’ provided to the end-users.
Page 3Policy for “Agent Assisted Delivery of UMANG Services”
5.2. Entity shall furnish the PBG, as per 4.3.4 above, within 15 days of Proposal
approval by NeGD.
5.3. Entity shall sign the MoU (including Non-Disclosure Agreement) with NeGD
within a month of Proposal approval by NeGD. However, integration with
UMANG and MoU period shall start from the date of PBG submission.
5.4. In case of large scale complaints from users, particularly, of the nature of fraud/
cheating/ overcharging etc. the PBG may be forfeited
5.5. Entity may opt for any or all of the services from the list of services (Annexure II
to the draft MoU) for delivery to end-users through assisted mode.
5.6. The list will be regularly updated with new services that shall be available on
UMANG website.
5.7. NeGD will not levy any charge for these services to citizens and the Entity or its
affiliates will also not levy any additional charge to citizens and service seekers
for UMANG related services, except those that are already permissible for online
services and printing of documents.
5.8. Entity shall submit an undertaking, signed by authorised signatory, that the
Entity will take all possible measures to ensure smooth delivery of services
through its authorized agents.
5.9. Entity shall ensure provisioning of selected/chosen UMANG services within 2-
months from the effective date of MoU.
5.10. Entity shall be responsible for the marketing, advertising etc. of these services
at its own cost.
5.11. NeGD shall be under no obligation (official & legal) to market & advertise the
services chosen by the Entity for delivery in assisted mode.
5.12. NeGD will not be liable for any cost under any circumstances, whatsoever.
However, at all such promotions, the official logo of UMANG and Digital India
should be used.
5.13. Entity shall use UMANG front-end of NeGD to deliver selected/chosen services
through its agents or Human Assisted Platform.
5.14. NeGD shall provide the “UMANG front-end” interface to the Entity through the
integration layer to offer select services. Requirements of technical integration
and other details between the platform of the Entity and UMANG are furnished
in Annexure-III to the draft MoU.
Page 4Policy for “Agent Assisted Delivery of UMANG Services”
5.15. NeGD reserves the right to provide the UMANG services on its own directly
through UMANG web or UMANG mobile app on Android/ iOS/ KaiOS as is being
done today or through AI based Chat/Voice BoT as is planned or to enter into
MoU with other service providers/ companies for providing similar services in
any state/UT or the whole country or in other countries from time to time in
future without any restriction on number of such providers.
5.16. Entity and its associates/ agents shall comply with the “Do’s & Don’ts”
furnished in Annexure-I.
6. List of documents to be submitted with Proposal
6.1. ‘Certificate of Incorporation’ of the Company or ‘Registration Certificate’ as
Society
6.2. Copies of the ‘Article of Association’ & ‘Memorandum of Association’.
6.3. List of Directors including their names(s) and address(es) along with contact
telephone numbers, DIN of each director & CIN of the company.
6.4. Certified true copy of Board’s/ Management’s resolution in favour of authorized
signatory.
6.5. Specimen signature of the authorized official duly attested by company’s or
authorized signatory’s Banker.
6.6. List of UMANG services, which the Entity wants to provide to end users through
UMANG platform; (Annexure II to the draft MoU)
6.7. Details of “Convenience Fee” (should be nominal), if proposed any, to cover the
cost of agent/ assistance in services delivery, to be charged from end user(s),
shall be furnished with the proposal.
6.8. Contact details i.e. name, email id, phone no., mobile no., fax no. of a
responsible person, ‘Single Point of Contact (SPOC)’ for liaising in this matter.
6.9. Contact details i.e. name, email id, phone no., mobile no., fax no. of the
“Grievance/ Nodal Officer” according to clause 5.1 of this document. This
person can also act as the SPOC, as required in clause 6.8 and 7.2(v), but this
must be clearly mentioned in the proposal.
6.10. Solution deployment plan.
Notes:
a) All above documents should be on the Entity’s letterhead, signed and stamped by the
authorized signatory for this empanelment.
Page 5Policy for “Agent Assisted Delivery of UMANG Services”
7. Roles and Responsibilities of Parties (NeGD & The Entity)
7.1 Responsibilities of NeGD
i) UMANG team to provide UMANG front-end interface to the Entity through
integration layer for various services to be delivered.
ii) UMANG team to ensure complete control over all the data exchanged in the
communication from UMANG services through the Entity’s platform. This
includes data validation, transmission, tracking & reporting which
streamlines communication with the Entity.
iii) UMANG O&M Support Team to notify Entity for any planned and unplanned
downtime.
iv) To coordinate and provide necessary support and ensure help in integration
of UMANG Portal with that of the Entity’s.
v) To provide all information and details, as required, for reconciliations with the
Entity’s transactions.
7.2 Responsibilities of the Entity
i) Ensure compliance to UMANG Privacy Policy (refer to Annexure-IV to the draft
MoU), UIDAI guidelines and all related regulations as applicable for the
services delivered through UMANG
ii) Ensure that the users availing service through Entity’s agents or Human
Assisted Platform are treated at par with the ones accessing directly through
UMANG/ department’s mobile app/website, in every aspect, particularly,
quality of service delivery, SLA and complaints/grievance resolution.
iii) Entity to ensure the protection of data against unauthorized access,
modification, destruction, loss, disclosure, or transfer, whether accidental or
intentional.
iv) Entity to ensure that the end-users are not charged anything for the delivery
of UMANG services through its platform, since UMANG is providing its
services at no cost basis.
v) Entity to assign a Single Point of Contact (SPOC) for all business & technical
support for UMANG.
vi) To coordinate and provide necessary support and ensure help in integration
of UMANG portal with that of the Entity’s.
vii) Entity can collect charges from end users or citizens for services as per rates
decided by it, which shall not be more than the rates prescribed by any
statutory authorities for services delivery, if any. It is reiterated that there
Page 6Policy for “Agent Assisted Delivery of UMANG Services”
should be no additional costs for UMANG services, as NeGD is providing
UMANG services free of cost.
8. Confidentiality
8.1 The Entity shall hold in trust any confidential information received from NeGD or
end-users/ citizens or any other stakeholder. The Entity shall specifically ensure
not to disclose the confidential information to any third party during and after the
currency of the MoU.
“Confidential Information” shall include all information or data, whether electronic,
written or oral, relating to disclosing NeGD’s (including end-users/ citizens & other
stakeholder) business, operations, financials, services, facilities, processes,
methodologies, technologies, intellectual property, trade secrets, research and
development, trade names, personal data, sensitive personal data, methods and
procedures of operation, business or marketing plans, licensed document know-
how, ideas, concepts, designs, drawings, flow charts, diagrams, quality manuals,
checklists, aggregates, guidelines, processes, formulae, source code materials,
specifications, programs, software packages/ codes, clients and suppliers,
partners, principals, employees, consultants and authorized agents and any
information which is of a manifestly confidential nature, that is supplied by the
disclosing Party to receiving Party or otherwise acquired/ accessed by the other
Party during the course of dealings between the Parties or otherwise in connection
with the purpose (of services delivery is assisted mode). Confidential Information
may also include the Confidential Information of disclosing Party’s clients,
licensors, alliances, contractors and advisors.
“Personal Data” and “Sensitive Personal Data” shall have the meaning as ascribed
to them as per applicable laws of India and as amended from time to time.
8.2 The confidentiality obligations set out in clause 8.1 above shall not apply
concerning the following set of Information:
i) which was in the public domain prior to the Entity having entered into the
MoU.
ii) is released from the confidentiality with the written consent of disclosing
Party
iii) which was obtained from a third party with no known duty to maintain its
confidentiality; or
iv) is required to be disclosed by applicable laws, judicial, administrative or
arbitral process or by any governmental instrumentalities, provided that for
any such disclosure, receiving Party shall, to the extent permitted by law,
Page 7Policy for “Agent Assisted Delivery of UMANG Services”
give disclosing Party, prompt written notice, and use reasonable efforts to
ensure that such disclosure is accorded confidential treatment.
Disclosing Party shall have the burden of proving hereinabove (i to iv) applicable to
the confidential Information in its possession.
9. Indemnification
The Entity shall ensure to protect, defend, indemnify and hold harmless NeGD and its
employees, officers, directors, agents or representatives from and against any liabilities,
damages, fines, penalties and costs (including legal fees and disbursements) arising
from or relating to:
i) Any breach of any statute, regulation, direction, orders or standards from any
governmental body, agency, telecommunications operator or regulator applicable
to the Entity;
ii) Any breach of the MoU terms and conditions by the Entity;
iii) Any claim of infringement of any intellectual property right or any other right of
any third party or of law by the Entity;
iv) Any claim made by any third party arising out of the use of the services and arising
in connection with interruption or degradation of service to NeGD’s users caused
solely by the Entity;
This clause shall survive the termination or expiry of the MoU.
10. Directions/ Guidelines from Licensor/ Regulator OR any Government
Statutory Body
NeGD shall have the right to direct, to warn, to block the services for the Entity or
terminate the MoU after considering any report of conduct or antecedents detrimental
to the interests of NeGD/ MeitY/ UMANG or its users. The decision of NeGD in this
regard, following Government of India directions, shall be final and binding. In any case,
the Entity shall bear all liabilities in the matter and keep NeGD informed for all claims,
cost, charges or damages in this respect.
Following TRAI Directions, no messages or calls shall be made to the users who have
registered for DND (Do Not Disturb) and not registered for UMANG.
11. Arbitration
In the event of any question, dispute or difference arising under the MoU or in
connection therewith (except as to the matters, the decision to which is specifically
Page 8Policy for “Agent Assisted Delivery of UMANG Services”
provided under this MoU), the same shall be referred to the sole arbitration of the
President & CEO, NeGD, New Delhi.
Or
In case his/ her designation is changed, or his/ her office is abolished, then to the sole
arbitration of the officer for the time being entrusted (whether in addition to his duties
or otherwise) with the functions of the President & CEO, NeGD.
Or
By whatever designation such an officer may be called (hereinafter referred to as the
said officer)
And
If the President & CEO, NeGD or the said officer is unable or unwilling to act as such,
then to the sole arbitration of some other person appointed by the Secretary, MeitY or
the said officer. The MoU to nominate an arbitrator will be in accordance with the
Arbitration and Conciliation Act 1996.
There will be no objection to any such appointment on the ground that the Arbitrator is
a MeitY/ NeGD resource or that he/ she has to deal with the matter to which the MoU
relates or that in the course of his/ her duties as a MeitY/ NeGD resource he/she has
expressed his/her views on all or any of the matters in dispute. The award of the
Arbitrator shall be final and binding on both the parties to the MoU. In the event of such
an arbitrator to whom the matter is referred initially, being transferred or vacating
his/her office or being unable to act for any reason, whatsoever, the President & CEO,
NeGD or the said officer shall appoint another person to act as an arbitrator following
the terms of the MoU and the person so appointed shall be entitled to proceed from the
stage at which his/ her predecessors left it.
The Arbitrator may from time to time, with the consent of both the parties, enlarge the
time frame for making and publishing the award. Subject to the aforesaid, Arbitration
and Conciliation Act, 1996 and the rules made thereunder, any modification thereof for
the time being in force shall be deemed to apply to the arbitration proceeding under this
clause.
The venue of the arbitration proceeding shall be the office premises of the Arbitrator or
such other places as the Arbitrator may decide.
12. Miscellaneous
12.1 Force Majeure: In the event of delay in fulfilment of or non-fulfilment of any of
the terms and conditions of this MoU due to any reason of force majeure namely
fires, wars, riots, strikes, natural calamities or any other cause beyond the
control of the affected Party, etc., neither Party shall be held responsible for any
Page 9Policy for “Agent Assisted Delivery of UMANG Services”
loss or damage or delay in fulfilment or non-fulfilment due to Force Majeure
reasons.
12.2 Intellectual Property (IP): Each Party owns and will continue to own all rights,
title and interest in and to the intellectual property rights/interest that it holds
prior to the MoU or which each Party created or acquired independently of its
obligations pursuant to the MoU.
12.3 Privacy: Each Party represents that it shall abide by the statutory laws
pertaining to Data Privacy as applicable in India and as amended from time to
time. Each Party affirms that the Data as per the terms of the MoU shall at all
times remain within the territorial Jurisdiction of India only.
12.4 Publicity: Partner shall not use the trademarks and/or IPR (Intellectual Property
Right) of NeGD without the prior written consent of NeGD, except for promotion
of the assisted services delivery through its agents. Partner shall not publish or
permit to be published either alone or in conjunction with any other person any
press release, information, article, photograph, illustration or any other material
of whatever kind relating to the MOU or the business of the Parties without prior
reference to and approval in writing from NeGD. Also, the content of any
publication shall be agreed and approved by NeGD before any public sharing and
dissemination. However, services of the Partner may be promoted on UMANG
mobile app or website or otherwise by NeGD at the discretion of NeGD.
13. Submission of Proposal
This policy is open ended. NeGD reserves the right of periodic review of the entire policy
or any elements thereof based on its needs.
Interested and eligible companies, who are willing to provide service for specific
State/UT(s) or all States/UTs, may submit their proposals along-with all the requisite
documents as per clause 4 above, on any working day to:-
President & CEO,
NeGD, Ministry of Electronics & IT
4th Floor, Electronics Niketan, 6 CGO Complex,
Lodhi Road, New Delhi-110003
And email to: umang@digitalindia.gov.in
Page 10ANNEXURE-I
Do's and Don'ts for the Company & the VLEs/ Agents
A. For Agents/VLEs (Village Level Entrepreneur):
Do’s
1. Communicate all relevant information to customer including fees, charges and
transaction limits, terms and conditions for the service
2. Brief user about the services and process of applying for the particular services
including documents requirement.
3. Pay attention to the customer and clear all their doubts and queries with the best
effort.
4. Total applicable service charges including the convenience fee must be
communicated to the user prior to providing the service to the user.
5. Give receipt of the money charged
6. Take only those details from the user which are necessary for delivery of the asked
services at that moment and protect the physical security of user
data/documents.
7. Ensure to return all hardcopies or delete the scanned copies of the documents
taken from the user.
8. Ensure to demonstrate or confirm the user that VLEs/Agent has logged out from
their account(s), if any.
9. Any dispute or transaction errors at the counter shall be resolved or raised to the
grievance officer of the company before the Customer leaves the counter.
10. Properly control access to your work areas and computers.
11. In your shop/establishment limit access to information, strictly to those with a
legitimate official/ business reason for seeking that information
12. VLEs shall at all times comply with instructions, directions, guidelines and
policies issued by NeGD through the agency, from time to time relating to the
performance and their obligations.
13. Follow all the advisories provided by NeGD from time to time at the respective
page of services in the UMANG portal/mobile app.
14. Personal dignity, privacy, and personal rights of every individual should be
maintained.
15. Maintain honesty and transparency at every stage of delivering the Services.
Don’ts:
1. Do not keep data/record/documents shared by the user in any form.Policy for “Agent Assisted Delivery of UMANG Services”
2. Do not store user personal information on your device and do not misuse the
identity of any customer in any form.
3. Do not use data shared by the user for any other purpose except for delivering
the asked service at that moment.
4. Do not overcharge the user
5. Do not indulge in any fraudulent activity.
6. Do not mislead or use user vulnerability for illegal purposes.
7. Do not discriminate, harass or offend any user by any means.
8. Do not disclose the username and password to anyone.
9. Do not share sensitive financial details, like password, etc through email
10. Do not indulge in trade of any product or service, which is not in compliance with
the applicable laws and regulations of Government of India or States or
Municipalities.
B. For Agency/Company:
Do’s:
1. Ensure to provide UMANG reference links and UMANG promotional content on
agency/company websites.
• Android-https://play.google.com/store/apps/details?id=in.gov.umang.negd.g2c
• iOS - https://apps.apple.com/in/app/umang/id1236448857
• Website - https://https://web.umang.gov.in/
2. Prominently display the below information at each center and at the Entity’s
website:
• all services, offered in assisted mode, are also available on UMANG mobile
app & web FREE OF COST in self-use mode.
• UMANG can be downloaded by giving a missed-call on <9718397183> OR
from the play store & app store link on UMANG website at
https://web.umang.gov.in/landing/
• Convenience Fees applicable for different categories/ groups of services
• Charges are applicable only for ‘Assisted Mode’ to cover the VLE cost for
providing assistance
• Name and contact details (mobile/telephone number, email id, postal
address) of the Entity’s Grievance Officer & Nodal Officer
• Above information and customer grievance redressal policy and the
complaint redressal mechanism shall also be displayed on the Entity’s
website.
3. Have monitoring mechanism for behavior of all agents and hold them accountable
for their actions / inactions
4. Be responsive to users' complaints/ suggestions and feedback.
Page 12Policy for “Agent Assisted Delivery of UMANG Services”
5. Have a grievance redressal mechanism and policy which includes appointment
of nodal officers to record and manage such grievances/complaints, and give
summary report of such grievances to NeGD in a periodic manner.
6. Resolve the customer grievances and further take appropriate corrective action
for systemic improvement or take necessary action including warning, show
cause notice, penalty or suspension of services based on severity of violations
against the concerned officials/VLEs/agents based on severity of the
grievance/complaint.
7. Perform surprise visits to observe the adherence to NeGD guidelines and to
monitor the customer satisfaction/ information and specifically about
overcharging and user data confidentiality.
8. Transparently inform users of applicable charges for each service.
9. Train the agents periodically for the latest updates or upgrades of the services on
UMANG and to handle the users sensitively and with empathy.
10. At all times comply with instructions, directions, guidelines and policies issued
by NeGD.
Don'ts:
1. Do not indulge in any unlawful activity which include financial matters such as
overcharging or misleading users, keeping and misusing users sensitive data/
records such as user credentials, users financial data, personal documents etc.
2. Do not harvest users data for any other business/ purpose.
3. Do not mislead any user in any way.
4. Do not spam the users later on for unnecessary promotions of any other service
or product.
5. Do not indulge in any type of malpractices affecting users or reputation of NeGD/
MeitY/ Government.
Page 13