India Sentinels illustration for representation.
Even after almost five years since its launch, the System for Pension Administration (Raksha) or SPARSH – the government’s flagship digital pension platform for defence personnel – continues to disappoint those it was meant to serve. What began as a promising initiative in October 2020 has become a cautionary tale about the gap between digital ambition and practical implementation.
SPARSH emerged as part of the Digital India campaign with lofty promises. The platform was designed to revolutionize pension disbursement for armed forces personnel and defence civilians, replacing the existing bank-based system with a transparent, efficient digital alternative.
The concept appeared sound on paper. Direct benefit transfer, self-service capabilities, simplified data updates, and streamlined grievance redressal mechanisms suggested a comprehensive solution. For the first time, pensioners, service headquarters, and the Principal Controller of Defence Accounts (PCDA) would operate under a unified digital umbrella.
The marketing was impressive: real-time updates, centralized control, reduced dependency on intermediaries, and minimized grievances. The system promised to eliminate the bureaucratic maze that had long frustrated veterans seeking their rightful dues.
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Reality Bites
Yet the fanfare quickly faded as ground realities emerged. Far from solving existing problems, SPARSH has often compounded them, creating new frustrations while failing to address old ones.
The most glaring issue remains the digital divide. Elderly veterans, particularly those in remote areas, struggle to navigate the platform’s complexities. Language barriers, technical glitches, and inadequate awareness campaigns have created additional hurdles rather than removing existing ones.
The platform’s reliability remains questionable. Frequent downtime renders the portal non-functional precisely when pensioners need it most. More critically, thousands of pension payment orders (PPOs) remain unuploaded, leaving veterans unable to update crucial information or access their entitlements.
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The Bureaucratic Bottlenecks
Even officers with reasonable technical literacy find the system challenging. This raises serious concerns about accessibility for rank-and-file veterans and their families, who often lack both digital skills and reliable internet connectivity.
The digital life certificate (DLC) submission process exemplifies the system’s contradictions. While banks have traditionally accepted DLCs, SPARSH requires a separate digital submission – adding complexity rather than reducing it.
After five years, data updates remain cumbersome, complaint resolution sluggish, and system responsiveness poor. The promised improvements have largely failed to materialize.
The system’s shortcomings are reflected in the growing number of veterans approaching courts for relief. This litigation surge serves as a damning indictment of SPARSH’s effectiveness.
Legal challenges typically centre on delayed pension payments, inability to access the platform, and unresponsive grievance mechanisms. Each court case represents not just individual frustration but systemic failure to serve those who dedicated their lives to national service.
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A Missed Opportunity
The irony is particularly sharp given that the previous system, while imperfect, functioned reasonably well for most pensioners. The substantial resources invested in SPARSH could have been used to address specific shortcomings in the existing framework rather than creating an entirely new – and problematic – system.
This raises uncomfortable questions about project conception and execution. Was adequate consultation conducted with end-users? Were pilot programmes sufficiently comprehensive? Did decision-makers understand the diverse needs of the veteran community?
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Moving Ahead
SPARSH’s fundamental concept remains valid – modern pension systems should leverage digital technology to improve service delivery. However, implementation must address current failures systematically.
Regional language interfaces are essential given India’s linguistic diversity. Many veterans are more comfortable in their mother tongues than in English or Hindi. Comprehensive digital literacy programmes, specifically designed for elderly users, could bridge the knowledge gap.
Properly staffed and located help desks remain crucial. Veterans need human assistance when digital systems fail or prove too complex. These support centres must be accessible, knowledgeable, and empowered to resolve issues promptly.
System reliability requires immediate attention. Frequent downtime and technical glitches undermine user confidence and create practical hardships. Robust infrastructure and regular maintenance are non-negotiable requirements.
The PPO upload backlog demands urgent resolution. Until all pension orders are digitised and accessible, the system cannot function as intended. This should be treated as a national priority given its impact on veteran welfare.
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Casual Attitude Unacceptable
Grievance redressal mechanisms need strengthening with clear timelines, accountability measures, and escalation procedures. The current casual approach to complaints is unacceptable when dealing with veterans’ livelihoods.
SPARSH’s struggles illuminate broader challenges in India’s digital transformation. Technology alone cannot solve systemic problems without adequate planning, user consultation, and implementation support.
The veteran community deserves better. These men and women served the nation with dedication and deserve pension systems that honour their sacrifice rather than adding to their burdens.
The government must demonstrate the same urgency in fixing SPARSH that it showed in launching it. Veterans have waited long enough for a system that truly serves their needs.
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The True Meaning ‘Sparsh’
SPARSH means “touch” in Hindi – a poetic choice for a digital platform. Unfortunately, most veterans feel anything but a caring touch from the current system. Instead, they experience frustration, confusion, and neglect.
Until SPARSH genuinely touches veterans’ lives in positive ways, questions about its value and effectiveness will persist. The mounting legal challenges and widespread dissatisfaction suggest that fundamental reforms are needed urgently.
The choice is clear: fix the system comprehensively or risk further erosion of trust between the government and those who served it most faithfully. Veterans deserve nothing less than a pension system that works – efficiently, reliably, and with the dignity their service has earned.
Disclaimer: The views expressed in the article are the author’s own and don’t necessarily reflect the views of India Sentinels.
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