Prerequisites

3. Prerequisites Learners should be familiar with: • Basic concepts and terminology associated with Postal/Rural Postal Life Insurance • Basic knowledge of working with computers • Basic knowledge of navigating through application interfaces

4. Ice-Breaker Share your opinion on: • The current processes in your day-to-day work — Are they simple, effective and usable? • The current application used for your day-to-day work — Is it easy to use and user-friendly?

5. Overview of End User Training

6. Modules for Operations Training • Program Introduction • New Business Processing • Billing and Collection • Revival and Reinstatement • Commutation • Reduced Paid-Up • Conversion • Surrender • Loan • Claims • Reports and Letters • Customer Service

8. This module provides you an overview of the IT modernization program at India Post. It also provides an overview of the application to be used for Insurance policies. After completing this course, you will be able to: • Describe the vision of the India Post program. • Explain the features and benefits of the application to be used. • List at least three features of the new processes. • Map your roles with your areas of responsibility in view of the new application. • Describe the high level workflow at PO, CPC and the Director’s Office. • Sign in to the application and change passwords.

9. Lesson 1 Solution Overview

10. Solution Overview India Post is implementing the McCamish application to manage its Insurance business. It includes Postal Life Insurance (PLI) and Rural Postal Life Insurance (RPLI). This lesson will introduce you to the features and benefits of the application. After completing this lesson, you should be able to: • List the features of the application. • Explain the benefits of the application.

11. India Post – Program Goals The India Post program aims to achieve the following: • Solution Overview

12. Vision of India Post • Solution Overview To be a Technology Enabled, Independent Market Leader • Increase Market Share and Revenues • Offer New Products and Services • Deliver Improved and Consistent Customer Service • Drive High Employee Satisfaction • Empower Rural Post Offices through Technology

13. PLI and RPLI as a part of FSI Financial Services Integration (FSI) is an important part of the India Post program and includes following elements: • Solution Overview • Banking • Insurance • The Core Banking System (CBS) is integrated with the help of the Finacle platform. • The PLI and RPLI services are integrated with the help of the McCamish application.

14. Features of the Application • Solution Overview • Product Setup • Lead Management & Agent Portal • Medical Underwriting & Reinsurance System • Availability of insurance application on Customer Portal, RICT, Mobile • Cash, Cheque, Credit/Debit Card, Electronic Fund Transfer (EFT) as mode of premium payment • Effective Agency Management through Goal Setting & monitoring of agents • Customized Report Generation • Alerts generation through system for various transactions • Integration with Enterprise Content Management System (ECMS) for scanning and storage of documents as soft copies

15. Benefits of the Application • Solution Overview • Friendlier Application Interface • Better • Customer Service • Faster Decision Making Higher Operational Efficiency • Greater • Regulatory Compliance Easier Agent Management

16. Solution Overview You have reached the end of the lesson. You should now be able to: • List the features of the application. • Explain the benefits of the application.

17. Lesson 2 Process Overview

18. Process Overview Post implementation of the application, users will be exposed to new processes and procedures for performing their day-to-day activities. This lesson will provide you an overview of the new processes. After completing this lesson, you will be able to: • Explain the Life Insurance policy life cycle. • List at least three highlights of the new Life Insurance processes at India Post. • Map your roles with your areas of responsibility in view of the new application. • Describe the high level workflow at PO, CPC and the Director’s Office.

19. Process Overview Life Insurance Policy Life Cycle Setup (Product, Agents, Doctors) Reports Campaigns & Generating Prospects Accounts Insurance Distribution Payments/Refund/Recoveries Proposal entry Claims (Death, Maturity and Survival) Initial Premium Non-Financial (Address & Nomination Change) Medical Underwriting Financial (Loans, Surrender, Top-up) Reinsurance Renewal Premium Issuing Policy

20. PLI As Is Process Financial PS Transaction Non-Financial PS Transaction Receipt & Dispatch Proposals Claims Accounts • Process Overview Data Center Database Maintenance Database Maintenance Database Maintenance Database Maintenance Database Maintenance Director’s Office Approval > 5 Lacs Surrender Approvals DC all Approval MC > 5 Lacs Dispatch Documents Approval > 5 Lacs Other than Surrender Approvals Approval Maturity Claims Printing Processing Processing Processing Investigation, if applicable CO/DO Data Entry Data Entry Data Entry Claim Processing Receipt of Application Data Entry Disbursements Receipt of Application Disbursements Collection PO Receipt of Application Receipt of Application Disbursements SO Collection System Process Manual Process

21. PLI To Be Process Non-Financial Policy Servicing Receipt & Dispatch Proposals Financial Policy Servicing Claims Accounts • Process Overview Data Center Alerts Alerts Alerts Alerts Accounting Batch Process Batch Process Batch Process Batch Process DO/RO/CO Approval > 5 Lacs DC Approval Accounting Dispatch Documents Approval Quality Check / Approval Approval Head of CPC Disbursement Printing Underwriting Quality Check ASP/Inspector/PRI(P)/PA Data Entry Accounting Data Entry Quality Check Document Scanning Investigation if applicable CPC Document Scanning Data Entry Claim Processing Document Scanning Document Scanning PO Indexing Accounting Collection & Disbursement

22. The As Is User Roles Function Mapping • Process Overview Non-Financial Policy Servicing Receipt & Dispatch Proposals Financial Policy Servicing Claims Accounts Data Center Directorate level administrator Sys Admin Sys Admin Sys Admin DO/RO/CO DPLI Kolkata 5 lacs – PMG/DPS Surrender - PMG Sup DC - PMG 5 lacs - Sup Loans/Rival - Sup MC 5 Lacs- Supt > 5 lacs PMG Postal Assistant Group D Sec Sup AO/Sec Sup Sec Sup ASP/Inspector/PRI(P)/PA DAP Office CO/DO Office Assistant Office Assistant Office Assistant Office Assistant Office Assistant Office Assistant Cashier Counter PO/HO Cashier Counter Indexing Collection Disbursement Receipt and Dispatch Data Entry Quality Checking Approval System Admin Investigation Claim Handling

23. The To Be User Roles Function Mapping Non-Financial Policy Servicing Receipt & Dispatch Proposals Financial Policy Servicing Claims Accounts • Process Overview Data Center DB Admin DB Admin DB Admin DB Admin Sys Admin Sys Admin Sys Admin Sys Admin DO/RO/CO Directorate level administrator Directorate level administrator Directorate level administrator Directorate level administrator DPLI Kolkata DPLI Kolkata Sys Admin Sys Admin Sys Admin Sys Admin APM/DPM/ACCOUNT OFFICER CPM/DIRECTOR PMG > 10 lakhs Head of CPC/Director CPM/DIRECTOR Postal Assistant Group D Head of CPC Head of CPC Head of CPC APM/DPM/ACCOUNT OFFICER Head of CPC ASP/Inspector/PRI(P)/PA DAP Office CPC Head of CPC/Assistant Director Head of CPC/Assistant Director Head of CPC/Assistant Director Postal Assistant Office Assistant Office Assistant Office Assistant Office Assistant Scanning Assistant Scanning Assistant Scanning Assistant Scanning Assistant PO/CPC Postal Assistant /GDS Cashier Counter Indexing Cash and Disbursement Receipt and Dispatch Scanning Data Entry Quality Checking Underwriting Approval MIS/Sys Admin DB Admin Super Admin Claim Handling Investigation Audit

24. All Roles Involved in the Insurance Business of India Post The excel document inserted below lists all the roles at India Post related to their Life Insurance. It provides information on the following: • Designation • Location • Responsibilities India Post Roles and Functions • Process Overview

25. Process Overview Process at Post Office

26. Process at CPC • Process Overview

27. Process Overview Policy Servicing Requests at CPC

28. Process Overview Policy Servicing at Director’s Office

29. Process Overview You have reached the end of the lesson. You should now be able to: • Explain the Life Insurance policy life cycle. • List at least three highlights of the new Life Insurance processes at India Post. • Map your roles with your areas of responsibility in view of the new application. • Describe the high level workflow at PO, CPC and the Director’s Office.

30. Lesson 4 INTRODUCTION TO the APPLICATION

31. Introduction to the Application The application has a user-friendly interface. You will have access to the application based on your role and the responsibilities. This lesson will explain you how to access the application. After completing this lesson, you will be able to: • Sign in to the application. • Change your password in the application. • Identify the important screen elements of the application.

32. Introduction to the Application Demonstration: Application Walkthrough Use the application to do the following actions: • Sign in to the application • See the Dashboard • Change the Password • View any one important screen • Identify important screen elements

33. Introduction to the Application You have reached the end of the lesson. You should now be able to: • Sign in to the application. • Change your password in the application. • Identify the important screen elements of the application.

34. You have reached the end of the module. You should now be able to: • Describe the vision of the India Post program. • Explain the features and benefits of the application to be used. • List at least three features of the new processes. • Map your roles with your areas of responsibility in view of the new application. • Describe the high level workflow at PO, CPC and the Director’s Office. • Sign in to the application and change passwords.