Chapter 9: Guidelines for the Enrolment Staff to Improve Customer Satisfaction and Avoid Fraud

Operator’s/ Supervisor name and contact number should be mentioned in the escalation matrix.

Do not mention the Registrar name and Greviance Cell contact number in the escalation matrix.

Enrolment Agency name and code number should be mentioned in the escalation matrix.

Given here are some items.Which of these details will go into the escalation matrix? I. Centre Address II. EA Name and Code III. Subscriber Name and Contact Number IV. UIDAI Officer Name and Contact Number

Given here are some items. I. Centre Address II. EA Name and Code III. Observer Name and Contact Number IV. Registrar (Nodal Officer) Name and Contact Number Which of these details will go into the escalation matrix? i. and iii. i. and iv. i., iii., and iv. I. and ii.

Given here are some items. I. Centre Address II. Operator Name and Contact Number III. Observer Name and Contact Number IV. Registrar (Nodal Officer) Name and Contact Number Which of these details will go into the escalation matrix?

Given here are some items. I. Centre Address II. Operator Name and Contact Number III. Contact Number of Grievance Cell IV. Registrar (Nodal Officer) Name and Contact Number Which of these details will go into the escalation matrix?

Given here are some statements. Your task is to identify the correct statement. i). Operator should treat everyone equally even if there are senior citizens and differently abled residents ii). In case of senior citizens, operator should collect only name and address iii).In case Biometric Device is unable to detect biometrics of senior citizens, operator should collect address proof iv.)Operator has to capture exception photograph, clearly depicting the exception.

Given here are some statements. Your task is to identify the correct statement. i)In case Biometric Device is unable to detect biometrics of senior citizens, operator should try the force capture option ii)In case senior citizens, operator should give them priority treatment iii)In case Biometric Device is unable to detect biometrics of senior citizens, take only photograph using the device iv)Operator should treat everyone equally even if there are senior citizens and differently abled residents

What is the purpose of Aadhaar retrieval process?

How many days does it take to generate Aadhaar?

Delivery of Aadhaar takes up to 90 days.

What is the mode of delivery of Aadhaar?

To which of the following numbers can a resident call to know the status of Aadhaar?

A resident lost his Aadhaar letter and Enrolment ID EID is available. What is the process of requesting for Aadhaar status through SMS?

A resident can SMS to 51969 to know the status of his Aadhaar.

Renu has applied for Aadhaar. She gave her demographic and biometric details in an enrolment center. How many days does it take to process the details and send Aadhaar to Renu?

Radha is a student of class 10. She wants to avail the benefit of government scholarship programme. She is in a hurry to link her Aadhaar with the scheme so that she can continue her studies. What needs to be done in such cases?

A resident lost his Aadhaar card, but knows his Aadhaar number. He wants to receive his e-Aadhaar in his personal e-mail ID. What should he do in this situation?

A resident lost both EID and UID numbers. Which of the following websites does he need to visit to retrieve his Aadhaar?

Which of the following information should you enter to download Aadhaar from the eaadhaar.uidai.gov.in. as pdf format?

Which of the following numbers can a resident call for any issue related to Aadhaar?

Keerthana has enrolled herself for Aadhaar. Which of the following websites can she visit to know the status?

A resident lost his Aadhaar card. He only has the EID available with him. Identify the correct order of steps to be followed to get e-Aadhaar. I. Visit the website II. Enter the EID number III. Enter a mobile number IV. Download the e-Aadhaar

A resident lost his Aadhaar card, but knows his UID or Aadhaar number. Identify the correct order of the steps to be followed to get the e-Aadhaar in this case. I. Visit the website II. Enter the Aadhaar number III. Enter a mobile number IV. Download the e-Aadhaar

Which of the following is required to an Aadhaar number holder to get Aadhaar on his or her registered mobile by visiting the website concerned? I. EID number II. Registered mobile number III. OTP

Why does an operator need to know the UID/EID retrieval process?

Retrieval may be required when the letter does not reach the destination even after 90 days

Retrieval may be required when the Aadhaar number holder may have lost his or her Enrolment ID or Unique ID.

An Aadhaar number holder can also get e-Aadhaar printed from a Permanent Enrolment Center.

In which of the following cases, UID retrieval process is helpful?

What is the Full from of PEC?

What is the toll-free number, which an Aadhaar number holder can call to get his or her Aadhaar after answering some security questions asked by a customer care executive?

Enrolment Agency should use one password for multiple set of Operator IDs working under them

Enrolment Agency should avoid force capture of biometrics of operators/supervisor during their on- boarding

Enrolment Staff should enter N/A or NA in fields where Resident has not provided any data.

            need to proactively use Find Aadhaar facility before any fresh enrolment to minimize the rejections.

Enrolment Staff should make sure              to share mobile number in during the Enrolment/Update.

Enrolment Staff should deny any resident for enrolment in case of Biometrics exception and poor quality finger prints.

Enrolment Staff should not ask for any payment from the resident for fresh enrolment.

Enrolment Staff should not re-enrol residents without checking status of earlier enrolments of resident.

Give priority treatment to Differently abled, senior citizens, pregnant ladies residents.

Given here are some statements.Which of them are correct? i. Deny any resident for enrolment in case of Biometrics exception and poor quality finger prints ii. Ask for any payment from the resident for enrolment in case of Biometric exception iii. Do not re-enrol residents without checking status of earlier enrolments of resident iv. Give priority treatment to Differently abled, senior citizens, pregnant ladies residents

Given here are some statements.Which of them are correct? i. Do not use one password for multiple set of Operator IDs. ii. Enable force capture of biometrics of operators/supervisor. iii. No two Operators should have same Operator ID iv. Allow an Operator/Supervisor to sign off an enrolment on behalf of another.

Given here are some statements.Which of them are correct? i. Registrars need to proactively use Find Aadhaar facility before any fresh enrolment to minimize the rejections. ii. Encourage resident to share mobile number and email id. iii. Inform resident to download e- Aadhaar after receiving Aadhaar generation SMS from UIDAI iv. Do not ask for any payment from the resident for enrolment

Given here are some statements.Which of them are correct? i. Do not allow anyone else to sign for an enrolment that you have done. ii. Do not sign for enrolments done by others. iii. Enter N/A or NA in fields where Resident has not provided any data. iv. Give your own fingerprint at the end of enrolment.

Given here are some statements.Which of them are correct? i. Brief the enrolment procedure to resident before and during enrolment. ii. Leave those non-mandatory fields blank where no data is provided by resident. iii. Table lamp used for facial image capture should be switched on during iris capture. iv. Login with your own supervisor’s Operator ID in Aadhaar client

Operator/Supervisor should allow other operator to login on his/her enrolment client using his/her Login Credential.

Operator/Supervisor should __________Password frequently to avoid fraud .

What should be the ideal frequency for Operator sync?

Operator/Supervisor should follow_________procedure to perform the Enrolment or Update Processs?

Any document can be used as Valid PoI and PoA document which resident provides?

In case any fellow Operator/Supervisor performs any fruad during the Enrolment/Update Process who needs to be informed?

The enrolment files or backup should be stored as per the guidelines prescribed by ?

Biometric Exception case should be signed off by the Enrolment Staff as per his/her feeling towards the resident?

GPS Coordinate of the Enrolment/Update device needs to be taken at what frequency?

Can a Operator/Supervisor work on multiple Enrolment/Update machines using same login ID?

Operator/Supervisor should use same password for all his account as a best practice?

In case of any fraud, Operator/Supervisor should ask resident money?

All the Enrolment/Update related files/backup should be stored in any device and given to other Operator?

After completing GPS sync, device can be taken to any other place to perform the enrolment?

In case resident request to add one of his relative’s finger print for his/her enrolment, should this be allowed?

Any resident can be enrolled as an Biometric Exception case to avoid the finger prints?

Enrolment/Update Client should be tampered, if it is not working or showing some error?

Photo of Photo can be taken while enroling any resident?

What should not be taken in place of photo of the resident while performing Aadhaar update?

What language should not be used while filling the resident data ?

Strict action would be taken against the Operator/Supervisor perform any of these activities?

Any resident above 5 years in age can be enrolled as an ‘Child’ to avoid taking finger prints?

All the children below 5 years in age should be forced to give fingerprints?

In case of Child Enrolment, Operator/Supervisor should become their parent or guardian for Enrolment?

Operator/Supervisor should act as Head of Family in case the resident does not have valid document?

News paper or any blanck paper can be used as supporting PoI and PoA

In case Incorrect document/blank paper/news paper is used for Enrolment purpose by the Operator what will happen?

Whose Mobile Number or Email should be added while performing Aadhaar Enrolment?

Operator can use mix biometric while performing Aadhaar Enrolment?

Operator/Supervisor can take money from the resident and write any information in the Enrolment Client?

Photocopy of Proof of Identity and Proof of Address can be used in case theresident wants?

Operator/Supervisor should keep the Hard Copy of the PoI and PoA after the Enrolment is complete?

Which of the following activities should be avoided while performing Aadhaar Enrolment and Update? (i) Take Photo of Photo (ii) Take Photo of God (iii) Take Photo of Animal (iv) Take resident photo

Which of the following is a valid PoI Document? (i) Driving Licience (ii) Voter ID (iii) Office ID (iv) Visiting Card

In case the resident wants his/her Biometric can be changed or mixed with any other resident?

In case 6 years old resident request to perform Child Enrolment should this be allowed?

Operator/Supervisor can take photo of photo instead of the actual photo of the resident in case the resident request?

The scan copies of PoI and PoA can be kept in a separate folder by the Operator?

Blanck pages can also be used as PoI and PoA document in case required?

Resident should not be informed in case the Operator/Supervisor enters any information which is not mentioned on the Form

Tampered Machine can be used to perform Enrolment/Update to earn money?

Should the Operator sign off any enrolment done by other Operator without checking?

Operator can write his/her own Mobile Number should be mentioned in the Enrolment Client rather than the resident mobile number?