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WELCOME

WELCOME. Present scenario 70% of people live in rural areas Most villages & small town do not have connectivity to mainstream economy. Potential of India Post Dept has over 1.55 lakh POs across the country with more than 1.25 lakh in rural area

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WELCOME

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  1. WELCOME

  2. Present scenario 70% of people live in rural areas Most villages & small town do not have connectivity to mainstream economy Potential of India Post Dept has over 1.55 lakh POs across the country with more than 1.25 lakh in rural area This network provides a huge opportunity to connect remote areas Concept of Project Arrow

  3. Concept of Project Arrow… • Make Post office the “window to the world” for ‘aam aadmi’ • This is conceived in April 2008 • Focus on improving the core operations of Post offices • Enhancement of “look and feel” to create a unique identity

  4. Scope • Get the core right • Modernize the look and feel

  5. Scope… • Focused efforts to significantly improve four core areas of the postal service • Mail delivery • Savings Bank • Remittances • Office service levels

  6. Scope…. • Broad approach to upgrade, enhance capacity and quality in • Branding • Technology • Human resource • Infrastructure

  7. Objectives • Make a visible, tangible, and noteworthy difference in post offices that matters to the common man • Verify and certify progress on ongoing basis using clearly defined Key Performance Indicators (KPIs) for each improvement area • Set the foundation for a comprehensive transformation of India Post

  8. Covers 8 silos • Mail delivery • Ensure same day delivery and same day dispatch • Savings bank • Reduce transaction time • Counter transactions • Account transfer • Closure • Settlement of claim cases

  9. Covers 8 silos… 3. Office service level • Improve customer satisfaction in all parameters from appearance to operation 4. Remittance • Payment of MOs on the day of receipt • Provide web enabled remittance service

  10. Covers 8 silos… 5. Human resources • Identifying roles and job descriptions for all • Designing suitable training to enhance operational and soft skills of staff 6. Infrastructure • Standardize and consistent interior and exterior blueprint and ensure uniform implementation

  11. Covers 8 silos… 7. Technology • To enable POs to provide all IT enabled services decide required • Hardware • Software • Connectivity 8.Branding • Ensure uniform brand hierarchy as well as consistency for all products and services

  12. A unique approach • Key elements • Holistic & integrated view • Equal focus on both core areas and look & feel • Standardized approach • Standardized targets & improvement measures • Effective measurement • Central programme office & IT-enabled tools for reliable measurement • Capability building • Training, workshops and professional consultancy

  13. Core area

  14. Mails

  15. Mails- activities for improvement • Revision of mail arrangements- alternate transport • Mentoring of Mails arrival and taking corrective steps • Assessment of required man power • Ensuring postman multi-skilling • Implementation of beat sorting at Mail Offices

  16. Mails- activities for improvement • Examining and arranging bulk mail delivery from Mail Offices • Streamlining pre-delivery processes • Ensuring availability of Equipment and accessories • Carrying out beat revision • Developing beat backup

  17. Mails- activities for improvement • Strengthening monitoring of postmen performance • Strengthening monitoring of Letter Box clearance and dispatch of mail • Popularizing PIN codes

  18. SB

  19. SB- activities for improvement • Revision of cash balances and withdrawal limits • Digitizing all manual records • Re-engineering Savings Bank operating processes • Streamlining account transfer procedure • Popularizing nomination facility • Expeditious settlement of death claim cases

  20. Remittance

  21. Remittance- activities for improvement • Revision of cash balances and revision of line limits • Effective supervision and monitoring of postmen performance • Providing system back-up and monitoring of Network • Installation of required software for eMO facility • High level monitoring of eMO and iMO services and popularizing eMO by advertisements

  22. Office Service Level

  23. Office Service Level- activities for improvement • Taking action for thorough cleaning of Post Office • Codifying the duties and responsibilities of the Postmaster and tracking compliance for effective supervision and administration • Formulating and implementing local citizen’s charter

  24. Office Service Level- activities for improvement • Ensuring adequate infrastructure & support systems • Ensuring better queue management • Standardizing the duties & responsibilities of PO staff • Organizing professional/Soft skills/ troubleshooting training • To sustain and improve overall level of service quality- implementation of customer satisfaction survey process

  25. Branding

  26. Branding • The following PO objects need to be re-branded as per new India Post Corporate Manual • New India Post logo • Internal branding • External branding

  27. Branding…. • Internal branding • Display • Counter signage • Information boards • Materials • Stationery • Uniforms • Postman bags

  28. Branding…. • External branding • PO signage (name board,standee etc) • Letter boxes • Vans

  29. External sign board (PO name board) • Technical description • Size: 1:3 (Height x Width) • Colour combination • Red • Yellow • Name of office in two/three languages will be on the strip provided for the purpose

  30. External sign board (PO name board)… • Technical description…… • Order for languages • For two, Hindi First and English next • For three, Regional, Hindi and English • Postal Index Number will be added on the signboard of delivery PO

  31. Sign board, Example

  32. Information board • There are four types of information boards • Citizen’s charter • Hours of business • Public notice board • Advertisement

  33. Information board… • Technical description • Size: 4 x 3 ‘ (Height x Width) should contain Corporate Symbol and text • The wings of the corporate symbol is painted in ‘post office yellow’ over a ‘post office red’ stripe on the top with relevant text on the right side • Another stripe containing three shades of red will run across the bottom portion

  34. Uniform materials • Jacket for counter (front office) staff • Front office staff is expected to wear a post office red jacket on top of their dress • Colour; Post office Red • India Post logo should be visible around the left pocket

  35. Jacket, Example

  36. Uniform materials… • Postman delivery bag • Colour: Post office red • India post logo should be stencilled on the front of the bag in corporate colours

  37. Postman delivery bag , Example

  38. Standee • Two variants of standee (services boards) • HPO Taller • Other PO Shorter • Size: • Taller 16ft by 4 ft (H x W) • Shorter 8 ft by 2 ft (H x W)

  39. Standee… • Other technical description • Material: Aluminium Composite Panel • Colour: Post office Red and Yellow • Important services available in PO should be highlighted in the order of priority

  40. Standee Example Shorter Longer

  41. Letter boxes • Four variants of letter boxes • Three standing • One hanging • All should have Post office red colour • Exceptions Green and Blue meant for local and metro city letters

  42. Letter boxes… • Hour plate to show time of clearance should be in the front. No other text appear. Name of PO/Mail Office should be at back of standing letter box and at back/bottom of hanging letter box • ID number of letterbox appear on both sides of box

  43. Thank you

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