Process Orientation for Enrolment Agencies UID Authority of India August, 2010

To provide Unique Identities (IDs) to the Residents of our Country To Authenticate these IDs online Mandate Collection of Data through Registrars Biometric Attributes to be used for ensuring Uniqueness of IDs Methodology Quality of Data to ensure uniqueness through de-duplication Concern

Quality is Crucial for Aadhaar Quality Training & certification of Enrollers Client Software Standard Processes Data Encryption and Transport Device Certification

Role of EA in the Enrolment Ecosystem UIDAI Registrars Enrolment Agencies 1) Aadhaar will be built in partnership with Registrars 2) Registrars will collect demographic & biometric data from residents through Enrolment Agencies 3) UIDAI empanelled enrolment agencies can be used by Registrars 4) Aadhaar will be issued by the UIDAI to residents after de-duplication of data Scalable model to maximise reach and inclusion Strong Process & Technology backbone to standardise the the model and drive controllershp & consistency

Roles Required within EA Organization EA Mgmt Procure certified biometric devices Procure other hardware and infrastructure for enrolments Ensure UIDAI processes and standards are followed Assist Registrar develop enrolment schedules & identify suitable locations for setting up enrolment centers Assist Registrar in enrolment publicity and awareness at grass-root level (including communicating list of Introducers to residents before hand) Ensure availability of certified operators and supervisors at enrolment centers Work with Registrar in finalizing procedures for managing field level implementation challenges (such as law & order situation) Procure certified biometric devices Procure other hardware and infrastructure for enrolments Ensure UIDAI processes and standards are followed Assist Registrar develop enrolment schedules & identify suitable locations for setting up enrolment centers Assist Registrar in enrolment publicity and awareness at grass-root level (including communicating list of Introducers to residents before hand) Ensure availability of certified operators and supervisors at enrolment centers Work with Registrar in finalizing procedures for managing field level implementation challenges (such as law & order situation) Admin / Tech Support Setup enrolment laptops Installation and configuration of Aadhaar Enrolment Client Register laptops, operators, supervisors with CIDR Load pre-enrolment residents data on enrolment stations laptop, where applicable Handle issues and concerns of operators and residents Setup enrolment laptops Installation and configuration of Aadhaar Enrolment Client Register laptops, operators, supervisors with CIDR Load pre-enrolment residents data on enrolment stations laptop, where applicable Handle issues and concerns of operators and residents

Roles Required within EA Organization (contd.) Supervisor Setup Enrolment centre & the enrolment stations as per checklist Ensure enrolment software is installed on required laptops Load pre-enrolment residents data on enrolment stations laptop, where applicable Ensure UIDAI processes and standards are followed Ensure adequate stationary is available at the centre Supervise enrolment process Handle issues and concerns of operators and residents Take enrolment data to a designated location for transfer to CIDR File, back up and store enrolment data as per UIDAI guidelines Setup Enrolment centre & the enrolment stations as per checklist Ensure enrolment software is installed on required laptops Load pre-enrolment residents data on enrolment stations laptop, where applicable Ensure UIDAI processes and standards are followed Ensure adequate stationary is available at the centre Supervise enrolment process Handle issues and concerns of operators and residents Take enrolment data to a designated location for transfer to CIDR File, back up and store enrolment data as per UIDAI guidelines Operator Help resident fill up Aadhaar form, if required Capture demographic and biometric data in software Handle exception cases during capture of data Obtain consent for enrolment and other required areas Sign & provide acknowledgement slips to Residents Help resident fill up Aadhaar form, if required Capture demographic and biometric data in software Handle exception cases during capture of data Obtain consent for enrolment and other required areas Sign & provide acknowledgement slips to Residents

Key Requirements for an Enrolment Centre Devices Laptop with Win 7 / XP Camera Fingerprint scanner Iris camera Printer Laptop with Win 7 / XP Camera Fingerprint scanner Iris camera Printer GPS Receiver (USB/built in) Extra monitor facing residents 4-GB memory sticks for data transfer External hard disk for data backup Scanner, photocopier Bar code reader (optional) People Registrar Supervisor & Document Verifier Enrolment Centre Supervisor Enrolment Operator Introducers & influencers Local administrative authorities to manage crowd Lady operators / volunteers to assist women enrolees (optional) Registrar Supervisor & Document Verifier Enrolment Centre Supervisor Enrolment Operator Introducers & influencers Local administrative authorities to manage crowd Lady operators / volunteers to assist women enrolees (optional) Other Infrastruc ture Generator with adequate fuel Printed enrolment forms Paper for printing enrolment receipt / consent form Bubble pack-water resistant envelopes for pen drive transfer Preprinted pre-addressed bar coded stickers for envelops Banner for the Enrolment Centre Generator with adequate fuel Printed enrolment forms Paper for printing enrolment receipt / consent form Bubble pack-water resistant envelopes for pen drive transfer Preprinted pre-addressed bar coded stickers for envelops Banner for the Enrolment Centre

UIDAI Process Workflow Preparation Activities Enrolment Activities Ongoing Activities Verification procedures Demographic & biometric data capture Data transfer to CIDR CIDR Rejections identified Biometric De-duplication UID Assignment Data Updation Authentication Certifications Devices Operators Registrar Readiness MoU, committees etc Process & Technology Alignment Prep Enrolments Introducers Operators, supervisors Letter Printing & Delivery Setup Enrolment Centers Devices, hardware, software, connectivity People, admin support, logistics etc Grievance & Query Handling 10

List of Processes Registrar On-Boarding Introducer Enrolment & Monitoring Resident Enrolment First Mile Logistics Aadhaar Generation & Rejection Handling Last Mile Logistics Authentication (to be launched) Data Updation (to be launched) Contact Centre & Grievance Handling

Processes Where EA Play a Role Registrar On-Boarding Introducer Enrolment & Monitoring Resident Enrolment First Mile Logistics Aadhaar Generation & Rejection Handling Last Mile Logistics Authentication (to be launched) Data Updation (to be launched) Contact Centre & Grievance Handling 10

EA Training & Certification Process 1 Registrar / Enrolment Agency engages the empanelled training agencies/any other training agency to train staff at the enrolment agencies OR Enrolment Agency staff gets self-trained with the content published on website (8 day program). Training program is not mandated 2. Trained staff at Enrolment Agencies undergo a test conducted by UIDAI appointed agency - this is a proctored exam delivered via Internet ( The staff should obtain UID before appearing for the test). Certified staff can start enrolment operations, others may reappear for exam

Training Modules & Duration (duration in days) Module Name & course Duration Master Trainer Enrollment Opertor SupervisorTechnical Support Registrar Representativ e UIDAI Overview0.5 1 Introduction to UIDAI enrolment process0.511 Basics on Hardware devices (Biometric, camera, PC etc) 0.5 Working with the bio metric devices0.511 UID Client Application Software Trouble Shooting on UID Client Application Software and Biometric devices Setting up an Enrollment center Enrollment Centre Management Exception Handling0.511 Soft Skills - Interaction with Residents / Senior Residents, Grievance handling,, Crowd handling etc Training Delivery Techniques Total

Key Milestones Training Content Published on the UIDAI website 16 th August Master Trainer Programs start17 th August Registration for testing of enrolment staff and Master trainer begins 20 th August Online testing roll out for Enrolment Staff and Master Trainers 25 th August Empanelled Training Agencies ready to train1 st September

Introducer Enrolment Registrar to prepare list of authorized introducers; UIDAI can share list of existing introducers from the region 2. Organize camp & invite introducers for enrolment; conduct an introducer sensitization session in the camp 3. Enroll introducers & provide them with Aadhaar no. 5. Introducers are aligned to Registrars; endorsement access can be restricted to defined geography if the Registrar desires 6. For introducing Residents who do not have documentary proof, provides fingerprint in the software endorsing the resident 7. If the registrar needs to update introducer list, they can shared revised list with UIDAI; the revised list then gets updated in Enrolment Client when client connects to CIDR for syncing T-30 T-45 Introducer to sign consent form & handover to Registrar 4. 2

Setup Enrolment Centre Finalize enrolment schedule & suitable enrolment centers 2. Appoint supervisors & technical support 3. Load pre-enrolment data on the enrolment station laptop 4. Ensure awareness at grass-root level 5. Deploy certified biometric devices, hardware & software for enrolment 6. Obtain registration no. for enrolment stations & operators 7. Ensure site readiness as per Enrolment Centre Setup checklist 3

Capture Demographic & Biometric Data If required, get Aadhaar form filled & entre data in enrolment software 2. Retrieve resident data from the pre enrolment database & get validated by resident; Capture RGI’s TIN no. if given to the resident 3. For children below 5 yrs, enrol using parent’s / guardian’s UID / enrolment no. 4. Verify PoI, PoA & DoB details; manage exceptions if any 5. Capture facial image, finger prints & iris image; manage exceptions if any 6. Operator to sign-off the data by giving fingerprint; Supervisor to give additional sign-off in case of exceptions 7. Print enrolment receipt & give to the resident; get consent form (including consent for financial inclusion, if resident so desires) signed by resident & retain the copy 4

Capture Demographic & Biometric Data Demographic Data Compulsory data: – Name, Age/Date of Birth, Gender and – Address of the resident. Optional data: – Introducer data for verification and/or – Name of a relative – Phone no., address Biometric Data 18 Resident’s Photograph Resident’s Finger Prints Resident’s Iris

Send Data to UIDAI’s CIDR – From EA Take back up twice a day – maintain one month backup 2. Export data to flash drive on daily / 2-days basis 3. Copy data on pen drive, seal in an envelop & hand over to India Post; receive acknowledgement no. / send electronically to CIDR where adequate bandwidth is available 4. Connect laptop to internet (& CIDR) at regular interval (at least once in 2 days) to: Send electronic updates/manifest to CIDR Receive updates from CIDR to resend any corrupt / missing data Delete enrolment records for which Aadhaar already generated Update list of Introducers Download new software releases 5. CIDR receives package & give acknowledgement to India Post / EA; verifies pen drive content against inventory & manifest 5

Generate Aadhaar Run de-duplication algorithms; identify any process / data error Identify rejection cases due to matching records, if any 4. Generate Aadhaar letters & share with India Post 5. Generate rejection letters (with codes), as applicable & give to India Post for printing & delivery Compile Aadhaar / Rejection data & give to Registrar (electronically) Enrolment no Aadhaar no Date of enrolment Rejection code, if rejected 6

Possible Rejection Reasons Duplicate enrolment Process / Compliance errors (eg. unregistered operator / supervisor) Fraud Damage / Tampering Not endorsed by Introducer (in case introducers required) This list is not exhaustive. As enrolments are done, more reasons may be discovered. In first case, the resident should check at his / her end if they have enrolled in Aadhaar through another Registrar. If not, they should log a call with UIDAI’s contact centre. In other cases, they should re-enroll. 21

Manage Rejections In case of grievance, resident to contact UIDAI’s Contact Centre 2. In case of rejections other than duplicate identity, Contact Centre to guide on how to obtain Aadhaar no. 3. In case of duplicate identity related grievance, Contact Centre to inform UIDAI appointed Nodal Officer 4. Nodal Officer to order manual field investigations for the residents whose biometric data match 5. If the individuals are found to be different individuals, update CIDR to issue Aadhaar no. 10

Snapshot of Contact Center for UIDAI Key stakeholders serviced ► Residents ► Registrars ► Enrollment Agencies Languages supported ► Hindi, English ► North (Hindi) ► South (Kannada, Malayalam, Telugu, Tamil) ► West (Gujarati, Marathi) ► East (Odiya, Bengali, Assamese) Inbound Channels ► Voice ( ) ► Fax ► Letters (PO Box 1947, Bangalore ) ► ► Web-Portal Outbound Channels ► Voice ► Fax ► Letters ► ► SMS Nature of queries / grievances ► General – handled without outside help ► Specific – handled with help from other departments or other entities partnering with UIDAI Support Window ► 12 x 6 – 8 AM to 8 PM ► 6 Days a week ► Non-working on 3 Mandatory National holidays ► Working on other public holidays 10

Some possible queries / grievances from EA to Contact Centre (Illustrative Only).. Queries on training content Queries on enrolment process Queries on Introducers Queries on nearby data pickup point Unable to sync with CIDR Unable to upload pre-enrolment data Some problem with enrolment client

Pre-enrolment Data Integration Registrars can load resident demographic data into Aadhaar enrolment client using their existing databases before enrolment process Pre-enrolment data integration using CSV * file with specified field labels Can import data in English and local language 1.Prepare a CSV file containing pre-enrolment data as per format specified 2.Copy CSV file in the pre-defined location on enrolment station 3.Import CSV file into Aadhaar enrolment client * CSV - Comma separated Value CSV file with pre-enrolment data Aadhaar Enrolment Client Enrolment Station Path to store pre- enrolment file

KYR+ Integration Registrar may want to capture additional fields (KYR+) during enrolment using their software in addition to KYR fields captured by Aadhaar enrolment client Aadhaar enrolment client writes KYR demographic fields & photograph at the end of every enrolment into a pre-configured location on enrolment station Registrar software can load the file to capture KYR data and continue to collect additional KYR+ fields KYR+ data file (kyrplus.dat) Aadhaar Enrolment Client KYR+ Application Push Enrolment Station Pull Enrolment operator finishes KYR data capture for a resident using Aadhaar Enrolment Client KYR demographic data & photograph gets saved into a.dat file Operator switches to KYR+ application using Alt+Tab key Operator imports.dat file to KYR+ application. (F5 function can be programmed to do it) KYR data loaded into KYR+ application Operator captures additional fields in KYR+ application

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