Document text
STANDARD OPERATING PROCEDURE
for
Doorstep Digital Life Certificate (DLC)
Generation for EPS Pensioners by IPPB as
per MoU
SOP Number Pension/2025/01
SOP Title: STANDARD OPERATING PROCEDURE forDoorstep
Digital Life Certificate (DLC) Generation for EPS Pensioners by IPPB
as per MoU
NAME
TITLE
SIGNATURE
DATE
Author
Shri Pradeep Singh
RPFC-II
Signed
on
11.11.2025
Reviewer Smt. Aprajita Jaggi
Shri Chandramauli
Chakraborty
ACC
ACC(HQ)
Reviewed
on
24.11.2025
Reviewed
on
24.11.2025
Authorizer Shri Ramesh
Krishnamurthi
CPFC
Approved
on
28.11.2025
Effective Date:
01.12.2025
Review Date:
02.03.2026
READ BY
NAME
TITLE
SIGNATURE
DATE
Shri
Shubham
Agrawal
RPFC-II
Signed
on
11.11.2025
Shri Robert W. Kapai
RPFC-I
Signed
on
11.11.2025
Shri Soumya Kanti
Gupta
RPFC-I
Signed
on
11.11.2025
Table of Contents
1. Purpose
3
2. Scope
4
3. Definitions/Abbreviations
4
4. Roles and Responsibilities
5
5. Procedure
8
6. Documentation and Record Maintenance
9
7. Monitoring and Feedback/Grievance Handling
9
8. Amendment and Review
10
1. Purpose
The purpose of this Standard Operating Procedure (SoP) is to define the step-
by-step process for implementation of doorstep DLC(Digital Life Certificate) service
for EPS’95 pensioners through the India Post Payments Bank (IPPB) in terms of
theMoU(Memorandum of Understanding) dated 29/10/2025 between Employees'
Provident Fund Organisation(EPFO) and IPPB. This procedure aims to ensure
convenient and timely generation of DLCs and processing of service charges for
successful DLCs thereby facilitating uninterrupted pension payments and enhancing
service delivery to pensioners.
The broad purpose of this SoP is to achieve the objective of this partnership
between IPPB and EPFO to:
1. Ensure successful DLCs within time for all EPS pensioners having pending DLCs, by
providing door step service through postman/Daksevak
2. Promote usage of FAT (Face Authentication Technology)for DLC submission
3. Guidance to pensioners by postman/Daksevak so that pensioner becomes able for self-
generation of DLC every year using FAT
4. Progressive reduction in assisted DLC by spreading awareness about FAT among
pensioners
2. Scope
This SOP applies to IPPB for providing this service, including
DakSevaks/Postmen & IPPB branches, and EPFO. It specifies the processes for DLC
registration, data collection, reporting, verification, approval, and payment to IPPB
related to DLC generation under this service.
3. Definitions/Abbreviations
1. Successful DLC
A Digital Life Certificate (DLC) is considered successful DLC when
i.
DLC Operator is IPPB
ii.
DLC is already due or about to be due within 30 days at the time of generation
of DLC by IPPB operator. A successful DLC is valid for 12 months.
iii.
DLC gets approved at EPFO’s end based on information provided
electronically/digitally in agreed upon data format by IPPB, either
automatically through system based validations or if failing, through manual
intervention. The approval whether automatic or manual, will be on the basis
of verification of the pensioner’s details e.g. PPO number, name of
beneficiary, Date of birth.
2. Unsuccessful DLC: A Digital Life Certificate (DLC) may be considered
unsuccessful if it is not meeting criteria listed above for a successful DLC.
3. DLC Pending for approval DLC which are not auto approved by EPFO’s system
and would be forwarded for approval of EPFO Regional Offices through manual
intervention after verifying pensioner’s details e.g. PPO number, name of
beneficiary, DOB.
4. PPO Number: 13 digit AlphaNumeric (first 5 characters and next 8 digits)
Pension Payment Order number issued to pensioners by EPFO.
5. CPPRC: Centralised Pension Payment& Reconciliation Centre of EPFO
6. Nodal Officer of EPFO: RPFC in charge of CPPRC for EPFO,
7. Nodal officer of IPPB: To be designated by CGM (IPPB)
8. Disbursing officer for EPFO: The officer in charge of designated Regional
Office (Delhi West) who would be making payment for service charges for
successful DLCs done by IPPB from EPFO’s administrative account (Account 2)
against the invoices raised by IPPB as forwarded by CPPRC
4. Roles and Responsibilities
4.1. Role of DakSevak / Postman
i. Approach pensioners who request the Doorstep DLC service via any IPPB
Channel. Alternatively, Approach pensioners for whom DLC is pending as per
list/details provided by EPFO.
ii. Ensure DLC is due, and Name and DOB in PPO and Aadhaar match before
initiating the DLC generation.
iii. Register DLC preferably using FAT failing which other biometric
authentication may also be attempted through the JeevanPramaan application.
iv. Maintain accuracy while entering details in DLC app to avoid rejection.
v. Provide information and guide pensioners on Face Authentication
Technology (FAT) for future self-generation.
vi. In case the pensioner is not alive, then record his death and date of death on
the mobile app.
vii. Should not collect any charges from pensioners.
4.2. Role of IPPB
i. Provide a dedicated number, online portal/app for pensioners (DoP’s Post
info app/portal/WhatsApp number) to book doorstep DLC service requests. In
case any list of pending DLC is provided by EPFO, where there is no request
from pensioner, then such list may be allocated to the DakSevak/Postaman to
ensure doorstep facilitation for DLC in such cases.
ii. Provide necessary training to DakSevak/PostMen and ensure that process
and instructions as per SoP be are adhered to.
iii. Technical Integration with the EPFO using SFTP/API for data exchange to
enable validations to check submission of duplicate DLCs and submission of
correct data for DLC.
iv. IPPB shall put efforts to provide door step services to pensioner having
long pending DLCs as per criteria decided from time to time by EPFO.
v. Assign the nearest DakSevak/Postman based on pensioner’s location as per
the data shared by EPFO or provided by pensioners while booking doorstep
service.
vi. Generate and submit monthly data on assisted mode DLCs done for EPFO
in mutually agreed data format. Based on requirements there may be changes
in data format from time to time.
vii. IPPB shall capture and share the current address and mobile number of the
pensioners to EPFO along with the DLC details, subject to clearance from
IPPB internal security and information team. In case the pensioner is not alive,
then record his death and date of death on the mobile app and transmit the
details to EPFO.
viii. Certify that “No payment has been collected from the pensioner and DLC
has been carried out free of cost as per the MoU”.
ix. Designate one Nodal officer of appropriate rank for coordination and
communication with EPFO
x. Provide a grievance redressal mechanism for handling complaints from
Pensioners.
xi. To raise invoice based on final successful DLC report shared by EPFO and
no payment shall be made for unsuccessful DLCs.
4.3. Role of EPFO
i. Provide Pensioners details (PPO no., Name, DLC due date, address and
contact details of pensioners due for DLC through secure API/SFTP
integration.
ii. Verify DLC reports provided by IPPB for eligibility for payment of service
charges and maintenance of proper reports for Audit.
iii. Develop a system to provide Report for successful, unsuccessful and
pending for approval DLCs to IPPB every month
iv. Process payments to IPPB for services for successful DLCs through
CPPRC Cell (Delhi West).
v. Maintain MIS and coordinate with IPPB for smooth implementation of SoP.
vi. Provide details to IPPB for system update in below mentioned format.
Name of PSA
PSA Code
PSA Expiry Date
PPO Validation
Free Count
Free Count Period
vii. In case required, provide list of pending DLC beyond reasonable time
elapse to IPPB for them to initiate action through DakSevak/Postman for
doorstep facilitation to ensure DLC of such pensioners even though no request
was received from them to IPPB.
5. Procedure
5.1 Overall Process
i.
Pensioner requests Doorstep DLC through the designated App/Whatsapp
number/Phone
call/any
other
IPPB
channel.
ii.
Postman verifies DLC due date and matches PPO and Aadhaar details of
pensioners.
iii.
Register
DLC
using
FAT-based/biometric
Aadhaar
authentication.
iv.
Monthly data on DLC done by IPPB is provided to EPFO in agreed format.
v.
Monthly summary report on DLC s done at doorstep to be provided by IPPB.
IPPB
may
develop
necessary
system
to
generate
such
report.
vi.
EPFO verifies the DLC data and generate report for successful, unsuccessful
and pending for approval DLCs and provides return files to IPPB.
vii.
IPPB
raises
invoice
for
successful
DLCs.
viii.
CPPRC reimburses IPPB for successful DLCs @ ₹50 per DLC through
disbursing
officer.
ix.
Nodal officers of IPPB and EPFO conduct monthly review meetings to assess
performance, monitor rejected cases, and discuss future improvements on 2nd
Tuesday
of
every
Month
(next
working
day,
if
holiday).
x.
All official communications and coordination will be conducted exclusively
through the designated nodal officers.
5.2 Monthly Reporting to EPFO
1. Certification and Response File Mechanism:IPPB shall provide, along with
each DLC report, a certification stating that “No payment has been collected
from the pensioner and the DLC has been carried out free of cost as per the
MoU.”
2. IPPB shall provide a monthly report on DLCs generated during the period.
The report shall be securely transmitted to EPFO via email initially. However,
a dedicated system for information exchange, based on a mutually agreed
mechanism such as Secure File Transfer Protocol (SFTP) or API integration
etc. shall be developed by EPFO and IPPB within 03 months.
3. This report in following format will be provided subject to clearance from
IPPB internal security and information team.
DLC Generation Report for Month MMYYYY
SNJeevanPramaan
generated ID* (JP ID)
PPO
Number
Date of
DLC
Location of pensioner
(address/pin code)**
Contact
no.
of
pensioner
(Mob.
No.)**
*Mandatory
** if captured by IPPB for booking door step service or during DLC registration.
This format may be reviewed and revised to enable better reporting and MIS
purposes.
4.
Report for successful, unsuccessful and pending for approval DLCs will be
provided to IPPB every month. A system for verification of report from
IPPB and generation of return files to be provided to IPPB shall be
developed by EPFO within 03 months.
5.
Till such system is developed, EPFO may provide a provisional report of
successful DLCs for monitoring purpose.
5.3 Timelines
1.
IPPB will share a report of the DLCs registered in preceding month by
15th of next month.
2.
Once the relevant functionality for verification for DLCs done by IPPB
is developed, EPFO will verify auto processed DLCs within 7 days of
receipt of report from IPPB and for manually processed DLCs within
15 days, and provide verification reports for successful, unsuccessful
and pending DLCs to IPPB.
3.
IPPB will generate invoice based on approved report given by EPFO
within 7 days.
4.
EPFO will make payment to IPPB through CPPRC within 10 days for
receiving invoice.
6. Documentation and Record Maintenance
All reports transmitted and received including payment details shall be securely
archived by IPPB and EPFO respectively for at least two years or as per data
archive/retention policy.
7. Monitoring and Feedback/Grievance Handling
Regular monitoring of MIS reports will be done by EPFO and IPPB to identify trends,
issues, or delays in DLC generation and payments. Pensioners will have access to
feedback channels of IPPB and EPFO to report concerns or grievances, ensuring
continuous service improvement.
8. Amendment and Review
This SOP shall be reviewed and updated periodically on a need basis to incorporate
changes in processes, technology, or regulatory guidelines. All amendments must be
documented with version control, approved by designated authorities, and
communicated accordingly.
The process shall be effective from the date of finalization of this SOP.
The first review of SOP shall be done after 3 months.
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