Mail Network Optimization Project: Optimization of First Class Mail Network & Delivery Process

1. Mail Network Optimization Project: Optimization of First Class Mail Network & Delivery Process Meeting with the Service Unions New Delhi, 7th June, 2011

2. 2 1 4 Roll-out 2011 "Wave 1" “Wave 2” Project roadmap and roll-out plan All India 2012 Geographical reach Prioritycities “Wave 3” 3 Scenario-based designand pilots (2010) Scenario-based design (2011) Speed Post & International mail First class Second class Product range

3. Components of First Class Mail Network Optimization • Integration of various networks in mail operations • Revisiting the intra-city network • Redefining the pan-India network • Streamlining the mail flow pattern • between mail offices • from post offices to mail offices and vice-versa • Mapping of all post offices to mail offices • Delivery process optimization in post offices • Monitoring system for First Class Mail & Registered mail SOURCE: Source

4. Integration of Networks: Approach • First Class ordinary mail and registered mail to be integrated for collection, transmission and delivery, to be co-located for sorting • Speed Post to remain a separate network across sorting and transmission, integrated for delivery with other mail; • First Class ordinary and second class mail (excluding parcels) to be co-located for sorting, remain separate for transmission, and integrated for delivery • Parcels could be kept separate for sorting in bigger cities, but co-located in sorting where volumes are low The integration would depend upon availability of sufficient space in cities

5. Consolidation of intra-city mail network • Ideally, entire mail operations should be handled under the same roof in a city at an integrated facility (also required for machine-based sorting) • However, space constraints might affect consolidation plan in some cities • Depending upon space availability, the cities could have: • One integrated mail office for all mail or, • One mail office handling first class and another handling second class mail or, • One mail office handling unregistered mail, one for registered mail and one for second class mail • Speed Post to remain separate • Functioning of BPCs and MBCs to be rationalized and functional overlap to be eliminated • If space permits, sorting of bulk mail also be merged with retail mail, while BPCs and MBCs continue to provide booking interface

6. Structure of pan-India Network of Mail Offices • A two-tier structure to be followed consisting of L-1 and L-2 mail offices • High volume mail offices/cities and better connected cities considered for L-1 consideration • Rest of the existing mail offices considered as L-2 offices • All L-2 mail offices mapped to L-1 mail offices • All post offices mapped to an L-1 or L-2 mail office • Mapping of post offices to mail offices currently being validated from the Circles • Only L-1 offices to close bags for each other, L-2 offices to close bags for L-1 office to which they are mapped

7. Mail flows Proposed Mail Flow in the new Network for First Class Mail Post Office Post Office Post Office Post Office Level-1 mail office Level-1 mail office Level-2 mail office Level-2 mail office Level-2 mail office Level-2 mail office Post Office Post Office Post Office Post Office Post Office Post Office Post Office Post Office • Level-1 mail offices exchange mail with each other and with selected L-2 in the Circle • Level-2 mail offices exchange mail with the level-1 mail office to which they are mapped and the level-2 mail offices mapped to the same level-1 mail office, and with selected L-1 offices • Post Offices exchange mail only with the mail office (level-1 or level-2) to which they are mapped SOURCE: Mail Network Optimisation Project

8. List of level-1 mail offices SOURCE: Mail Network Optimisation Project

9. Mail Office receives unsorted mail from all HOs/SOs/BOs/letter boxes in catchment area • Mail office sorts mail and retains mail meant for delivery in catchment area, and sends rest of mail to adequate sorting facilities (see flows between hubs) Proposed mail flow from POs to Mail Offices Mail Office (level-1 or level-2) HO/SO • HO/SO collect mail from the BOs and the letter boxes under jurisdiction • No sorting done at HO/SO BO Letter box • BO sends all its mail to HO/SO with accounts jurisdiction through account bags • No sorting done at BO SOURCE: Mail Network Optimisation Project

10. Plan for Registered Mail • Registered mail to follow the pattern of first class mail in terms of L-1 and L-2 structure • Track and trace to be provided for Registered mail, software developed by PTC Mysore • Testing of software done in Chennai, Bangalore and Hyderabad • Processes followed at CRCs to be based on Speed Post processes • Hardware would be supplied to the Circles, specifications for article barcode and bag label decided and communicated to Circles • The new software to be used at CRCs and gradually all mail offices handling registered articles would be provided the hardware

11. Domestic unregistered Domestic registered Performance KPIs Monitoring System for First Class Mail: KPIs Tracked 1 Share of undelivered mail 2 Transit analysis within city 3 Transit analysis across city 4 Time per leg of transit within city 5 Time per leg of transit across city 6 Share of missorted articles across city 7 Share of articles with missing PIN codes 8 Share of articles not dispatched in same-set Supporting KPIs 9 Staff absenteeism 10 Articles processed per hour per FTE 11 Scan compliance in entire network Scan Compliance(if scanning isintroduced) 12 Scan analysis per leg of transit within city 13 Scan analysis per leg of transit across city SOURCE: Mail Network Optimisation Project

12. Electronic test letters Manual test letters Proposed Test Letter Programme • Manual test letter program is scalable and would help India Post track performance on all main flows to unveil every contributor to quality loss • Manual test letter program would enable India Post to: • Get reliable and statistically representative D+X KPI for metro cities, capital cities and remaining hub offices within a circle • Monitor performance on an ongoing basis with frequencies to be decided for each flows (metro to metro, capital city to capital city and within city flows) • Electronic test letters would help India Post improve its performance by deep diving on issues highlighted by manual test letter program (as they would provide tracking similar SpeedNet) • Electronic test letters would allow India Post to have • Leg wise analysis of mail flow from booking/ collection point to final delivery point • Root causes of delay in delivery at every leg • Using electronic test letters would allow India Post cost to reduce the volumes of manual test letters to be sent in specific routes Test letter program will enable India Post to track performance on an on-going basis and take real time remedial actions SOURCE: Mail Network Optimisation Project

13. Processes Equipment Performance management Layout 2 3 1 4 Optimisation of delivery processes • What are the KPIs needed to track improvements? • What are the performance management tools and systems to monitor continued progress? • What is the right sequence of activities ? • What is the right scheduling of manpower? • What should be the layout of the PO? • What are the local details to consider? • What equipments are required? • How can feedback from staff be incorporated in design?

14. Look and Feel Aspects • The objective is to improve the quality of working conditions of mail offices • Providing tools and equipments to mail offices • Basic civil and electrical maintenance

15. THANK YOU