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Unique Identification Authority of India (UIDAI)Planning Commission, Government of India
Capability Building Framework
of
UIDAI
CANDIDATES
UIDAISupported Training
Initiatives
PreCertification
Training
Testing andCertification
InductionTraining
Field Coachingfor
Operators
RefresherTraining
(for EA Staff)
I Introduction………………………………………………………………………………………………………......
II Objectives of the framework ………………………………………………………………………..….......
III UIDAI Capability Building Framework: Partners……………………………………………...........
(a) CDA and other content providers ……………………………………………………………..........
(b) Testing and Certification Agency ……………………………………………………………….........
(C) Empanelled training Agencies ……………………………………………………………….........
(D) Field Coaching Agencies ………………………………………………………………………….........
(E) NSDC………………………………………………………………………………………………………...........
IV Capability Building Programmes and Interventions …………………………………………….....
(A) Pre certification training………………………………………………………………......................
(B) Induction Training…………………………………………………………………………......................
(C) Refresher/Orientation Training………………………………………………………………............
(D) Aadhaar Field Coaching Program (AFPC)…………………………………………...................
(E) Master Training program for Trainers……………………………………………………..............
(F) Film based training……………………………………………………………………………………..........
(G) Program for PRI/ULB and DLOs…………………………………………………………….............
V Challenges and the Way Forward………………………………………………………………………......
Table of Contents
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- 1 -
I. Introduction
A. UIDAI’s mandate is to provide a unique Aadhaar number to all residents. For such a
diverse and collaborative effort for building up of the residents’ database to succeed,
there are a few things which are necessary. One such thing is uniformity of enrolment
process across the entire eco-system of Registrars. This uniformity is to be achieved at the
level of data structure, quality, verification processes and other practices. This will ensure
data-quality, especially of the biometric data, which is absolutely essential as the sole
basis of de-duplication and uniqueness assurance is the set of biometric attributes of
residents.
B. Achievement of such uniformity requires that the persons involved in the enrolment
process at the field level are trained thoroughly to accomplish the job of enrolment.
Similarly the supervisors of the enrolling agencies and the representatives of the
Registrars who are involved in the UID enrolment also need adequate training so as to
appreciate the importance of quality and to enforce quality in enrolment at the field level.
Members of Panchayati raj institutions and other local bodies also need to be sensitized
about the Aadhaar program. To address this need of preparing a skilled field force and
educate the other stakeholders about their role in Aadhaar program UIDAI has
developed a comprehensive capability building framework.
C. Apart from training there had to be a mechanism to assess the person’s skill and
proficiency to work as enrolment staff. The trainers who were to impart training to the
enrolment staff were also required to be assessed for their knowledge about the Aadhaar
program, the skills to training on Aadhaar client, devices and equipments and resident
handling etc.
- 2 -
II. Objectives of the Framework
The objectives of the capability building framework are to:
1. Prepare a pool of skilled manpower to take up enrolment work.
2. Enable the enrolment staff to collect high quality resident data.
3. To orient the enrolment staff towards creating quality resident experience.
4. Enable ecosystem partners like Registrars and EAs to roll out their own skill development
initiatives.
5. Enable the establishment of flexible delivery mechanisms that respond to the
characteristics of a wide range of needs of ecosystem partners.
- 3 -
III. UIDAI Capability Building Framework: Partners
UIDAI Training Ecosystem
A. CDA and other Content providers:
1. UIDAI has appointed an agency to develop comprehensive training content to cater to the
different target audience (TA). The agency had done detailed TNA to assess the skill and
knowledge requirement and prepared program flows. Modular training content was
developed keeping in view varying educational backgrounds of the TA and to enable
flexible delivery of programs. In addition the modular design has aided the testing and
certification too. The ILT, Computer based Training (CBT) and text content have been
prepared to assist classroom training and self learning.
2. Computer based training modules (CBTs) have been developed to assist self learning. The
CBT consists of tutorials using Audio visual aids. The interface is user friendly providing
ease of navigation between topics. It's Take a tour utility helps learning by video content
depicting different aspects of resident enrolment process. Exercises at the end of each
module help the learner do a self assessment. The CBTs is being widely used during the
classroom sessions also
3. Apart from these films based training modules have been developed for the skill building
of enrolment staff and for educating the residents about Aadhaar program. Film based
training is a proven method for sustainable people development at the frontline level.
The films have been developed in such a way that they can be used either as standalone
training content or with other training interventions.
- 4 -
4. Simulator based training content and assessments are also being developed to provide
hands on practice to the enrolment staff. This entails development of a gaming zone that
shall be hosted on web based Learning Management System (LMS). It will provide the
enrolment staff a platform to hone their enrolment skills.
1. To ensure quality of the trained personnel, UIDAI has appointed two Testing and
Certification agencies (TCA). These are Sify Technologies and Merittrac Ltd. The TCAs
conduct tests and award certificates on successful completion of the test. Only those
personnel who are certified under UIDAI testing & certification system are eligible for
performing enrolment functions. The Master Trainers of the empanelled testing agencies
also need to be certified to impart training. The tests for different roles vary in testing
content and duration. The test items include MCQs, and simulation based questions.
2. The registration, scheduling and administration of the tests are done in an online mode
through the web portals developed by TCAs for the purpose. The portal can be accessed
through the www.uidai.gov. in as well. The tests are conducted as per defined periodicity
in proctored environment. The candidate can take up to 3 retests if he/she can't clear the
test in first attempt. The modular nature of testing allows the candidate to appear only for
those modules during retests that he/she could not clear in the previous attempts.
3. The test design is such that it assesses the skill , knowledge and application required for
each role. Certifications are available for the following roles:
A. Enrolment Agency Operator
B. Enrolment Agency Supervisor
C. Technical Support Personnel
D. Master Trainer
There are in all 6 such modules and the study material for the same are available on the
UIDAI web site (http://uidai.gov.in). The candidates are tested through
• Multiple Choice Questions (MCQs)
• Simulation Based Questions
While the MCQs test the candidate's knowledge and comprehension of the relevant
modules, the simulation based questions test the candidate's ability to use the Aadhaar
Enrolment Client software and also checks on their basic typing and data entry skills.
Given below are the modules that each profile needs to certify in along with the
approximate number of questions and the time duration (in minutes) for each module. In
any case the total time duration for the test will be restricted to about 1.5 Hours in case of
all candidates except those who are certifying for the EA Tech Support profile and for
Master Trainers. For EA Tech Support candidates the duration of the test would be 1.5
Hours. For Master Trainers the test duration would be of 2 Hours.
B. Testing and Certification Agency:
- 5 -
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- 6 -
4. In all around 1.5 lakh candidates have taken tests till date for different roles. There is a
proposal to make the testing activity centralized, as a result the number of test centers in
a given state/UTs will go down. This is being done for better monitoring of the testing
activity
Training for a program that is as big as this, can be best done in cascade mode. To ensure
that sufficient resource persons were available to impart training to the staff of EA and
other audience 15 reputed training organizations were empanelled by UIDAI. These
agencies have presence across country and are providing their services in different states
as and when required.
UIDAI has rolled out Field performance coaching as a remedial training intervention. This
is targeted at operators whose performance has been found below average. Three
agencies- Centum Learning, Educomp and NIIT- have been chosen to impart coaching
services. These agencies have been assigned regions in which they will impart coaching.
The Regional Offices (ROs) of UIDAI will anchor this program in their respective regions.
From the interactions with enrolment agencies and field operations experience it has
become evident that sourcing of skilled manpower at local level is a challenge. To assist
the EAs in sourcing skilled manpower, UIDAI signed an MoU with NSDC to ready a pool of
adequately trained and certified manpower in consultation with the EAs. The NSDC’s
partner agencies were to work closely with EAs and source, train the manpower and get
them certified. The EAs were to draw from this pool as and when required. NSDC’s
training partners have sourced and trained manpower for a few EAs in states like
Karnataka and Jharkhand.
C. Empanelled training Agencies
D. Field Coaching Agencies
E. National Skill Development Corporation
- 7 -
IV. Capability Building Programmes and Interventions
Pre Certification
Training
Induction Training
Refresher Training
Coaching
Intervention
Master Trainer
workshop
PRI and
District Level
• Location EA’s location
• Trainer resource EA’s Trainer and/or Training resource from
empanelled agencies
• Target group Candidates sourced by the EA for enrolment job
• Periodicity As required
• Location EA’s location
• Trainer resource EA’s Trainer and/or Training resource from
empanelled agencies
• Target group Operators in the early stage
• Periodicity As required
• Location State level
• Trainer resource ADG and SSA
QA Team leader
IEC Lead
• Target group Supervisors in the field
• Periodicity Once every three months for 4 hour
• Location At the enrolment centers
• Trainer resource Contracted Training agencies
• Target group Operators with below average quality
enrolments and their supervisors
• Periodicity Continuous
• Location Regional Office VC facility
• Trainer resource Tech Team and Headquarters
• Target group ADG, SSA, IEC lead, QA Team lead
• Periodicity Every three months for 1 to 2 days
• Location Panchayat Level where enrolment are to take
place
• Trainer resource RO resources or from Empanelled Training
Institutes
• Target group Panchayati Raj official and local officials
• Periodicity As required (the program duration is 3 hrs) and
preceding the enrolment start in the area.
The Framework has segregated the intervention and into 5 parts. The details are given in
Table-1
- 8 -
A. Pre Certification Training
B. Induction Training
C. Refresher Programs:
The degree of penetration of the computers all over the country has meant that there is
not much need for basic computer training on data entry skills for the enrolment staff.
Secondly the simplicity in the Client enrolment client software has meant that with basic
training of 4 to 5 days, the enrolment staff can have fairly good level of familiarity with the
client software.
The main challenges in ensuring the enrolments staff has a good level of proficiency in the
enrolment process are related to the following areas:
i. Skill at transliteration part of the software or skill at local language/ regional
languages
ii. Skill at handling the biometric equipments
iii. Capturing the biometric exceptions and in cases of worn out fingerprints
iv. Sensitivity to the requirement at seeking the details and constant from the resident
v. Awareness at the various processes like document management, and keeping them
abreast with the changes in the client software and processes.
It is recommended that agencies provide a minimum of 2 day induction training post
certification. This should include hands on practice on the enrolment client and biometric
equipment. In addition the trainees should assist the enrolment staff in live enrolment
centre before taking up the enrolment activity themselves.
The need for Refresher training was felt in view of the early evolution of the client
software and process of enrolments and changes in the documentary requirement, role
of introducers and verifiers and errors noticed in the initial phase of enrolments. The
refresher training conducted was seen as effective in updating the changes among the
enrolment staff:
1. The refresher training is especially applicable to Supervisor level of enrolment staff.
These training should be conducted every quarter for the supervisor and tech
administrators of the enrolment agencies to update their knowledge base and carry
the learning to the enrolment operators in the field.
2. An average size of 40 to 50 trainees will allow adequate interaction between trainees
and trainers. Curriculum has been developed by the Training division
3. The trainers for this program should be drawn from the regional office viz: system
analysts, quality assurance team members etc. Apart from this the services of
- 9 -
trainers from empanelled training agencies can also be taken
While the training infrastructure is put in place and certification is mandated it is being
experienced that most of the EA organizations have not been able to pay adequate
attention to skill building of their staff because of reasons such as:
1. Most of these EA organizations are not evolved in their Training Architecture and
Needs. The EA organization are too caught up with immediate pressures of
deadlines on targets and therefore the role of training and skill building of the EA staff
force is put on the back burner
2. EA organizations view Training of their staff as a cost and not as a long-term
investment. Therefore, very little priority is given to this category of work force.
3. Attrition and absence of a strong feeder from which to draw enrolment staff has only
added to this challenge. The evolving processes and system of UIDAI necessitate
continuous upgrade of skills on knowledge and below average operators find it
extremely difficult to cope with this requirement.
4. To address these Aadhaar Field performance Coaching (AFPC) has been rolled out.
Under the program coaching agencies appointed by UIDAI deploy ‘Performance
Coaches’ for training & on the job performance coaching of the EA staff
corresponding to UIDAI , ROs . Among the observation template and skills to be
imparted are:
• Improvement in role specific skills of the various role holders through classroom
and on the job coaching
Better adherence to defined process
Reduction in the number of complaints for these role holders
Improvement in De-duplication data corresponding to Registrars/chosen
EAs over a period of one year
5. A pilot coaching intervention was undertaken in Himachal Pradesh and Andhra Pradesh
by sending out Master trainers amongst the operators and supervisors to see the actual
working of the enrolment staff and train them on the spot on skills gap noticed. Based on
the positive results seen in the quality of enrolment data of these coached operators, the
coaching initiative is being rolled out across all the states where Aadhaar enrolments are
underway. Coaching (training) agencies have been selected for each of the Regional
offices.
D. Aadhaar Field Coaching Program (AFPC):
◊
◊
◊
- 10 -
6. Selection of target trainees: Each coach will be allocated a cluster of Enrolment station,
having around 25 Operators/Supervisors whose quality and productivity has shown
weaknesses. The Regional office has to identify those set of operators who have shown
poor quality of enrolment data, either demographic or biometric from the Analytics
Report generated and available on the portal. Regional office may select /prepare the list
of those bottom 20%-30% operators for each EA’s working in different state at this stage.
Subsequently other operators with below threshold performance may also be identified
for expanding this intervention.
1. Master Trainers programs is intended to refresh the learning among the trainers , who
could be from the training agencies or from the regional offices, enrolment agency
trainers and trainers from empanelled training agencies who can provide training to the
supervisors or operators. Masters training can be conducted by in-house resources of the
Tech team selected PMU resource as well the Training resources at the headquarters.
This can be at a frequency of every three months so that the Refresher training may
benefit from the Masters training. The mater training programs can be run in virtual
classroom mode too. Virtual class room can serve the twin objectives of speed and scale.
2. The second possibility to conduct Masters Trainer would be in the context of training
agencies getting on-boarded from programmes like Aadhaar field performance coaching.
This programme can be run once at the start of the 2nd phase of enrolment programme in
every Regional office for the selected coaches from the empanelled agencies. In view of
the scarce time, that some of the resources of Tech team may have for this programme,
the programme can be co-anchored by the training team at the headquarters.
The use of film for training purposes has many advantages like better retention among
the target group and easy portability. The two films developed for training purposes are
oriented towards use of Operators and for the Resident. The film for operators focuses on
the key question of adherence to quality and soft skills during the process of enrolments.
The second film focuses on educating the resident who comes to the enrolment centres
and their role in the enrolment process.
A full blown training module has been developed around the operator training module
which can be used with other training interventions such as Induction, field coaching, and
refresher.
E. Master Training programs for trainers
F. Film based training approach:
- 11 -
G. Program for PRI/ Urban local bodies and DLOs:
1. Training content has been developed for Panchayati Raj and Urban Local Bodies officials
in view of the role of these institutions in dissemination of information on Aadhaar as well
as will provide necessary support for the enrolment drive through logistical support and
publicity. A power point presentation on PRI module has already been put up on UIDAI's
Website and it has been used by almost all the regional offices.
2. The training material is in the form of a ‘work book’ and a PowerPoint presentation and
has content on details of Aadhaar, demographic and Biometric information, role of
introducers, stages of collection of Biometric information and exceptions handling. The
workbook approach gives an opportunity to the trainees to identify the local context in
terms of Introducers, where the IEC can be effective, local events etc. The book has a lot
of illustrations and colour to retain attention as well as give important information like
document for POI, POA and Contact centre prominently. All the regional offices may like
to get these translated in local languages and further customised to include local
illustrations as well as local examples. This programme can be run in a three hour module.
3. Program for District level officials (DLOs): The training content on District level official is
intended to apprise the District level officers of administration and Urban Local bodies
that have a very important role in the Aadhaar enrolment process in terms of
establishment of centres, planning as well as role of introducers etc. The work book
contains exercises and discussion questions.
- 12 -
V. Challenges and the Way Forward
The expectation that the Enrolment agencies will prepare the operators or supervisors for
taking the certification test has been largely achieved, though there is a difference in the
training duration and training methodology amongst the Enrolment agencies. The
training duration varies from as little as 2 to 3 days of classroom training to longer
duration as’ On the job training’. The training facility present with the enrolment
agencies also vary due to difference in the size of the enrolment agencies. In brief, while
the EAs have been able to train the operators and supervisors to clear the certification
test, they have not achieved substantial success in sensitising them on enrolment
processes as well are not able to refresh their knowledge and skills consequent to version
upgrades of client enrolment software. The EAs training can include more hands on
practice sessions on usage of application software and biometric devices. Increased focus
on resident handling skills and handling exception related scenarios is also required in
training.
The EAs need to step up their capacity building initiatives and show more commitment to
the skill development of their manpower. As regards sourcing the skilled manpower they
can make use of NSDC’s training partners. For upgrading the skills and knowledge of the
existing workforce they need to make use of the UIDAI training material that is available
on UIDAI’s website. The training material is updated regularly. In addition the orientation
training programmes will also help. EAs should also encourage their staff to make full use
of facilities like simulator. The simulator will be available to them before enrolment phase
2 starts. Their commitment is instrumental in making field coaching program a success,
which will address their quality and productivity related concerns.
UIDAI RO’s may also encourage the EAs to use the programmes like field coaching and
orientation programmes. For the Panchayati Raj and DLO programmes use of the
available content on website is recommended. RO’s feedback on the same will help
improving the course content. ROs also need to monitor the testing and certification
activity more closely so that quality of EA manpower can be ensured.
Unique Identification Authority of India (UIDAI)Planning Commission, Government of India