Delivery of Social Protection Entitlements in India: Unpacking Exclusion, Grievance Redress, and the Relevance of Citizen-Assistance Mechanisms

This blog critically examines the concept of the “gender gap” in financial inclusion by distinguishing between unconditional differences and those that persist after controlling for socio-economic factors, using evidence from the Global Findex 2025 dataset

In this note, we present a citizen-centric framework to study the factors that limit the effectiveness of state-sponsored health insurance schemes.

Medium-to-low digital proficiency users experience anxiety when they have to use in-app mechanisms to deal with problems. It has got to do with designs that do not account for user proficiency and expectations. A few changes could uplift the experience for all users

This is the second in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s consumers

This is the first in a series of blogs which describe our efforts towards building an effective in-app GRM for India’s UPI users

In response to concerns of fraud perpetrated through the Aadhaar enabled Payments System (AePS), the RBI has issued (draft) directions to all banks and to the NPCI for onboarding and ongoing due diligence of AePS touchpoint operators.