Digital Divide in Pensioner Welfare: The digital divide significantly impacts pensioner welfare, because many older people struggle to access and utilise the technology essential to modern services. As a result, this gap often limits access to crucial information, healthcare resources, and social connections. Moreover, many pensioners lack adequate digital literacy, which in turn leads to feelings of isolation and frustration when navigating online platforms. Furthermore, reliance on technology to manage pensions and access benefits exacerbates inequality, since those without the necessary devices or internet connectivity find it increasingly challenging to maintain their well-being and receive the support they need in today’s digital age.

The Digital Divide in Pensioner Welfare: A Case Study of Bureaucratic Hurdles and Technical Barriers

The digital divide in pensioner welfare is becoming increasingly evident as India moves its defence pension system to digital platforms like the SPARSH (System for Pension Administration Rakshak) portal. Undoubtedly, this shift aims to streamline pension disbursal and empower veterans. However, it has unintentionally widened the gap for many pensioners, particularly those who are less digitally literate or live abroad. Specifically, the case of the late Smt. Uma Singh (Widow of Late Ex. NK Shiv Bahadur Singh) vividly demonstrates how the digital divide creates procedural deadlocks and additional challenges for pensioners and their families.

1. The Spark of the Grievance: Stoppage of Pension

In January 2025, Smt. Uma Singh’s family pension stopped abruptly. According to the PCDA(P) Prayagraj, she had failed to perform the annual identification (life certificate) by 31 December 2024. Although this stoppage followed standard operating procedures, efforts to resolve the issue soon revealed a significant lack of synchronisation between the Pension Disbursing Agency (PDA) and the bank. Consequently, delays in processing the required documentation occurred. In short, this lack of coordination clearly illustrates the digital divide in pensioner welfare.

2. The KYC Paradox: Bank of Baroda’s Discrepancy

On 13 June 2025, Smt Uma Singh visited the Bank of Baroda, Tilai Bazar Branch (IFSC: BARB0TILAIB) in person. During her visit, she completed several important banking tasks. Firstly, she submitted her physical KYC (Know Your Customer) documents, which the branch accepted. Next, she withdrew cash from her account (29430100016368) and, in addition, opened a new fixed deposit. Notably, each of these actions required a high level of KYC compliance. Despite this successful in-person verification, however, the bank neither restarted her pension nor notified the PCDA of her active status. Once again, this disconnect between digital systems and manual verification demonstrates the digital divide in pensioner welfare.

The Post-Mortem Contradiction

After Smt. Uma Singh’s passing on 6 August 2025, the situation became even more ironic. In December 2025, for instance, the bank claimed it could not verify KYC because the nominee was abroad. Yet this argument holds no merit, since the bank had physically verified the pensioner herself only months earlier. Ultimately, such contradictions highlight the broader digital divide affecting pensioner welfare.

3. The Digital Wall: SPARSH and International Access

When Prasant Singh, the nominee, subsequently tried to claim the Lifetime Arrears (LTA) for January 2025 to August 2025, he faced a technical barrier. Specifically, the PCDA(P) Prayagraj insisted on a digital-only submission through the SPARSH LTA module. However, Prasant Singh currently serves in Oman, and, like many secure Indian government portals, SPARSH often blocks access from foreign IP addresses. Consequently, this created a “catch-22” scenario: on the one hand, the department demanded digital submission, but on the other hand, the portal was inaccessible in the claimant’s country. At the same time, the department declined to process manual documents that the claimant had already submitted through the CPGRAMS (PG Portal). Therefore, this situation is a direct result of the digital divide in pensioner welfare, because digital-only processes exclude those living abroad or lacking digital access.

4. The Burden of Proof: The “Missing” Death Certificate

Another recurring issue involved claims that documents were not submitted, despite clear evidence to the contrary. For example, the death certificate (registration no: D202509911450001331), issued by SGPGI Lucknow, had been on record since at least November 2025. Nevertheless, internal communications continued to direct the applicant to “report the death”, thereby ignoring the evidence already provided. Clearly, this bureaucratic inertia shows how the digital divide can cause unnecessary hardship for pensioners’ families.

5. Current Status and the Path Forward

As of 5 May 2026, new grievances have been registered and assigned to Sh. Abhijeet Singh, Assistant CDA. Meanwhile, in an effort to break the stalemate, the claimant filed an RTI application on 15 February 2026. Obviously, this application seeks to expose the internal logic that the RBI Ombudsman utilized to close the bank complaint without adequately addressing the KYC discrepancy. Furthermore, by requesting transaction logs, the claimant aims to substantiate that the bank’s defence was, in fact, factually inaccurate. Collectively, these actions underscore the ongoing struggle against the digital divide in pensioner welfare.

6. Conclusion: A Call for Empathetic Governance

The core issues in this case are not just technical; rather, they are systemic. First, the Bank of Baroda failed to link FD-level KYC to pension status. Additionally, the rigid digital requirements of SPARSH deprived a grieving family of their rightful dues. Therefore, to address the digital divide in pensioner welfare, the system must:

• Allow manual overrides whenever digital portals are inaccessible due to international security protocols.
• Improve inter-agency coordination, so that KYC verification for an FD is automatically recognised by the Pension Cell.
• Ensure accountability, in particular by preventing staff from dismissing grievances by claiming documents are “missing” when they are clearly attached to the file.

Now, the resolution rests with the PCDA(P), Prayagraj. Accordingly, they must accept the manually submitted death certificate and process the LTA for the eight months that Smt. Uma Singh went without the support she was entitled to. In conclusion, only by addressing the digital divide in pensioner welfare can the system truly serve veterans and their families.

Quick Reference Case Facts

• Pensioner: Smt. Uma Singh
• SPARSH PPO: 232198704186
• Account No: 29430100016368
• Arrears Period: Jan 2025 – 6 Aug 2025
• Key Contact: Sh. Abhijeet Singh, Assist CDA (05322420803)

Based on the documents and status reports provided, therefore, here are the contact and identification details for the public authorities involved in your cases:

1. PCDA (Pension) Prayagraj – Primary Handling Authority (Digital Divide in Pensioner Welfare)

Firstly, this is the office where your two newest grievances are currently pending under the supervision of Sh. Abhijeet Singh.

• Concerned Officer: Sh. Abhijeet Singh, Assistant CDA.
• Application IDs (Current):
  • DOPPW/E/2026/0026309 (Received 05 May 2026).
  • DOPPW/E/2026/0026313 (Received 05 May 2026).
• Application IDs (Previous):
  • DOPPW/E/2026/0009873 (Disposed 23 Feb 2026).
  • DOPPW/E/2026/0006440 (Disposed 20 Feb 2026).
• Mobile/Phone Numbers:
  • Direct Office: 0532-2420803.
  • Staff/Contact Phone: 0532-2800154 (Number that contacted you today).
  • Toll-Free Helpline: 1800-180-5325.
• Email Address: singh.abhi2101@gov.in.
• Address: Office of the PCDA (P), Draupadighat, Prayagraj-211014.

---

2. Department of Defence Finance – Appellate Authority (Digital Divide in Pensioner Welfare)

Secondly, this authority is handling the first appeal regarding the disposal of your initial grievance.

• Concerned Officer: Shri Ashwini Kumar Tiwari IDAS, Sr. Joint CGDA.
• Appeal ID: FADSS/C/A/26/0000844.
• Phone Number: 011-20893004.
• Email Address: aktiwari68.dad@gov.in.
• Address: Ulan Batar Road, Palam, Delhi Cantt 110010.

---

3. RBI Ombudsman – Bank Grievance Authority (Digital Divide in Pensioner Welfare)

Thirdly, this authority handled the complaint against Bank of Baroda and, moreover, is the subject of your RTI application.

• Case Reference IDs:
  • RBI Ombudsman Case ID: 0007394625.
  • RBI Complaint Number: N202526011045733.
• Official Contact: RBI CMS Team.
• Toll-Free Helpline: 14448 (Mon–Sat, 8:00 AM – 10:00 PM).
• Email Address: rbiteamcms@rbi.org.in.
• Web Link (Feedback/Status): https://cms.rbi.org.in.

---

4. Bank of Baroda – Pension Disbursing Agency (Digital Divide in Pensioner Welfare)

Fourthly, this is the branch level where the KYC verification for the Fixed Deposit was conducted.

• Branch Name: Tilai Bazar Branch, Allahabad.
• IFSC Code: BARB0TILAIB.
• Mobile Number: 9151889075.
• Email Address: TILAIB@bankofbaroda.co.in.
• Account Number: 29430100016368.

---

5. Essential Web Links for the Applicant (Digital Divide in Pensioner Welfare)

Finally, the following portals are essential for tracking and pursuing the case.

• CPGRAMS (Grievance Portal): https://pgportal.gov.in
• SPARSH Pension Portal: https://sparsh.defencepension.gov.in
• RTI Online Portal: https://rtionline.gov.in

• Digital Divide in Land Records: A Critical Issue
• Cost of Banking Apathy in Indian Public Banks
• Pension Disbursement Failures: A Case Study on Accountability
• SPARSH Portal Blocking Family Pension Payments Explained
• PM-Kisan Obstructions in Mirzapur for Farmers