Given the dynamic nature of the UPI ecosystem in India, a robust GRM framework that can work in tandem with its growth is necessary. Dvara Research’s UPI GRM Framework offers a focussed approach to rethink existing grievance redressal mechanisms for UPI and its service providers. Our framework proposes consistency in the structure of in-app GRMs that exist across UPI applications today. It considers the challenges faced on both ends of the UPI app – the consumer and the service provider.
The framework consists of four pillars of consumer values and four corresponding product principles.
The UPI GRM Framework is helpful for stakeholders because it:
- Constructively brings consumer-centric values that are holistic and functional. It effectively describes how these values can be applied as GRM system design principles for any UPI provider.
- Builds a consistent reference, vocabulary of values, and principles for an ideal GRM.
- Helps align stakeholders across policy-making, business and others to execute the GRM consistently across platforms that serve UPI consumers.
- Provides a way to measure impact such that the need for a GRM is no longer a one-time design-and-execute business decision but one that becomes a necessary precondition for enabling a seamless app experience. The GRM can thus receive continuous upgrades based on technological changes and the scale of consumer reach. The UPI GRM Framework enables stakeholders to refer to a common benchmark of metrics to measure the effectiveness of their GRMs.
For more details, refer to the section ‘GRM Framework’ in the Report.
Measuring Impact
Measuring the impact of the UPI in-app GRM on the consumer and the service provider, against the four Consumer Values and their corresponding Product Principles, is crucial to determining its effectiveness and in receiving signals for its improvement. It also allows stakeholders to establish system-level benchmarks with clear measurement criteria to advance UPI products and its enabling ecosystem.
As UPI evolves, user-centricity will continue to guide how we can create effective GRM systems with these pillars and applicable principles.