1. Course overview Duties of a postman Knowledge of records
Delivery duties
Additional duties
Knowledge of records
Beat list & Route map
Delivery slip
Intimation slip
Postman book
Knowledge of delivery procedures
Importance of Mail Delivery in Project Arrow POs
Data Extraction Tool

2. Do you know your duties ????
Let us discuss

3. Duties of a Postman Assist in table sorting & beat sorting
Do beat arrangement
Prepare delivery slip in MM Postman & Speednet
Deliver articles
Choose proper remarks for undelivered articles
Submit returns promptly
Update delivery particulars in MM Postman/Speednet
Refer to Directorate Ltr No.25-20/2008-PE.I dated 25/11/08

4. (contd/-) Prepare beat list and route map
Collect/Remit cash from/to subordinate offices
Clear LBs other than office LB
Collection of articles on the beat
Procure PLI/RPLI business
Assist the Treasurer in making currency bundles
Assist in PLI/RPLI data entry
Other duties assigned by your Post master
Refer to Directorate Ltr No.25-20/2008-PE.I dated 25/11/08

5. You should know…. your route map & beat list
the customers in your beat
your neighbouring beats
how to prepare various forms
standard remarks for undelivered articles
the items to be carried on the beat
the products and services of Indiapost
about Project Arrow & your role in it

6. What is Route Map & Beat List ? Let us see some examples………
Knowledge of
important records
What is Route Map & Beat List ?
Let us see some examples………

7. Slide-2

9. Beat List Beat no.__________P.O._________
Name of the street/lanes
Name of firms & offices
Name of principal residents
Remarks
(Rule 102 (2) of PM Vol VI Part I)

10. Village sorting list
A record showing the villages attached to the Postmen for Delivery
Delivery area can be classified as
Fixed Beat (with LBs) – Everyday, the Postman should visit that area even though no article is received for delivery in that area, for clearance of letter box
Unfixed Beat - Postman will visit only when the articles are to be delivered in that area

11. Why is route map & beat list important ??????
They are basic documents of your beat
They depict/show …..
your delivery area
how to travel on your beat
the distance to be travelled by you daily
time taken for travelling that distance
your important customers

12. It helps you to serve your customers better !!!!!!!!!
Customer Database
It is a list of customers in your beat
It contains some important details like:
Name & address
Profession
Contact number
E mail address
It helps you to serve your customers better !!!!!!!!!

13. How to collect Customers database?
Beat No ………………………….. PO………………………….
Name of colony/
locality
Name /No. of street
Door number
Name of Principal addressee
Names of other family members
Profession
Office /business/alternate address if any
Contact no. & e mail address

14. Postman book Let us see a sample now…..
Basic record to be maintained by you everyday
Details of accountable articles (except RL/Parcels) entrusted to you for delivery should be entered
Get acquittance for cash/articles returned, from the concerned PA
Entries regarding sale of postage while on beat should also be made
Let us see a sample now…..
Rule 110 of PM Vol VI Part III

15. What is it’s importance?
Intimation Slip
What is it?
What are its’ uses?
What is it’s importance?

16. Intimation Slip A document served when…… Intimation slip is served
Addressee / Authorised person is absent during delivery of accountable articles
Door is locked and addressee cannot be informed of the arrival of article
Intimation slip is served
at the addressee’s premises
in the mail box
to another person at the address
Suitable remarks to be made in the delivery slip/postman book and on the article
Are there any exceptions? ....Can you tell me?

17. Have you heard about NOTICES? What are they? When will they be issued?
Do you ever deliver Intimation slip when the addressee is present???
Yes we do…!!!!!!
When VP articles above Rs 500 are received for delivery
When Insured articles above Rs 500 are received for delivery
When Parcels > 5 KGs and < 10 KGs – if Home
delivery charges not paid
When Parcels > 10 kg are received for delivery
Have you heard about NOTICES?
What are they? When will they be issued?

18. When Notices are to be served?
Notices will be prepared, when articles received for delivery, in damaged condition
It is prepared by the Postmaster
Will be served to the customer by the Postmen
Make an entry in Postman book

19. DEPARTMENT OF POSTS, INDIA
INTIMATION SLIP To
Shri/ Smt
Ref: Postal Article No. ………………… Type………………..
Office of Posting………………
Date……………
Sir/Madam,
Day 1 - The above article addressed to you was brought today for delivery. It could not be delivered as you were not available/your house was kept locked.
Day A second delivery will be attempted tomorrow at the same time.
Day 3 to Day 7 – The article will be kept deposit in the Post Office and it may kindly be collected between…………………..and ………………….. hours at the window of the delivery counter of…………………….Post Office from ………………..to………………
The article will be delivered on proper identification. For this purpose you or your authorized representative may bring photo identity proof like Voter ID Card, Passport, PAN Card, Driving license and Identity Card issued by Post Office.
Day Article will be returned to the sender with the remarks “Unclaimed” if it is not collected within the stated period.
You may also depute your representative duly authorized by you in writing to the Postmaster to collect above-mentioned article on your behalf. The delivery of the said article to your authorized representative will be made by the Post Office subject to the condition that on delivery of the said article to your authorized representative the Post Office shall be freed from all responsibility in respect of the said article.
Request for delivery from Day 3 to 7 (instead of Day 2) may kindly be made before………… hours by ………………….(Date) at telephone No………………….
Or through ………………………………………..
For further enquiries you may feel free to contact at Phone no……………….
Thanking you
Date:
Yours faithfully
Signature of Postman
Name of Postman
Beat No……….
…………………….PO
…………………..Division
Available : Facility for addressee’s instructions at the Post Office for your mail when you are out of station. You can also authorize an agent to receive your mail. 
Sample

20. Entries in Intimation Slip
You have to inform the customer about the………………..
Article number
Type of article
Name of the PO in which it was posted
Date of receipt of article
When, where can the customer collect the article
What should the customer do in case he requires home delivery

21. Let us now see a sample

22. DEPARTMENT OF POSTS, INDIA
Address part
DEPARTMENT OF POSTS, INDIA
INTIMATION SLIP To
Shri/ Smt
Ref: Postal Article No. ……………. Type…………
Office of Posting………………
Date……………….
Sir/Madam,
5556
RL/MO/Ins/Parcel
Saharanpur
7/9/2010

23. Day 3 to Day 7 – The article will be kept deposit in the Post Office and it may kindly be collected between…………………..and ………………….. hours at the
window of the delivery counter of…………………….Post Office from ………………..to………………
The article will be delivered on proper identification. For this purpose you or your authorized representative may bring photo identity proof like Voter ID Card, Passport, PAN Card, Driving license and Identity Card issued by Post Office.
1000 hrs.
1600 hrs.
Saharanpur
9/9/2010
13/9/2010

24. Or through email………………………………………..
Request for delivery from Day 3 to 7 (instead of Day 2) may kindly be made
before………… hours by ………………….(Date) at telephone No………………….
Or through ………………………………………..
For further enquiries you may feel free to contact at Phone no……………….
Thanking you
Date:
Yours faithfully
  Signature of Postman
Name of Postman
Beat No……….
…………………….PO
…………………..Division
Available : Facility for addressee’s instructions at the Post Office for your mail when you are out of station. You can also authorize an agent to receive your mail.
16 00 hours
9/9/2010
PO Tel. No.
PO e Mail address
PO Tel. No.

25. Knowledge of Procedures

26. Delivery procedures
The right way of delivering articles

27. Delivery procedures How to deliver articles?
Where will the customer sign after taking delivery of the article?
Are there any special procedures to be followed ?
Should I get a witness?
How do we deliver articles to customers with special needs?

28. Door delivery / Post Box / Post bag/Window
Ordinary articles
Door delivery / Post Box / Post bag/Window
Registered articles (Domestic and International)
Can be delivered to the addressee only
Or to the person authorized by the addressee
Speed Post (Domestic and International)
Can be delivered to any person in the given address (Address specific )
SP Passport
Addressee specific delivery

29. Insured
Door delivery up to the value of Rs.500
Serve Intimation if value exceeds Rs.500
Money Order
Can be paid to the Payee
Or to the authorized person
EPP
Can be delivered to any person in the given (Address specific )
Upto 5 KGs – Door Delivery
> 5 KGs upto 10 KGs – Door Delivery if door delivery charges Paid
Parcels

30. International Mails with CD
Door delivery up to the value of Rs.500
Deliver after collection of VP Value + MO Commission
Serve Intimation if value exceeds Rs.500 or the addressee desires to take delivery later
VP articles
Direct Post
Door Delivery
International Mails with CD
Door delivery after collection of Customs Duty
Do Not Forget……….
RL with AD – acquittance in delivery slip ONLY
MOs – acquittance in voucher portion ONLY
Is the procedure for delivering returned articles different ? How ? And Why?

31. Delivery under acquittance
Type of Article
Where to Get
From whom
Registered article
Delivery Slip
Addressee / authorized agent
Registered article with AD
Delivery Slip and AD Card
Insured Article
Money order
In the Form in Voucher portion and Ack Portion
Payee / authorized agent
Speed Post
Any resident in the Address
Speed Post with POD
Delivery Slip and POD
EPP
Speed Post Passport
Addressee only
No need.. It is like unregistered article
Should we get any acquittance for delivery of Direct Post?

32. special delivery procedures
Spot quiz on
special delivery procedures

33. Return Remarks

34. Standard Remarks Situation Proper Remarks
Addressee refuses to take delivery of article
Refused
Address is located but no such addressee lives there (or) Address given on the article is incomplete
Not known
Addressee has left India without any instructions
Left India
Addressee expired
Deceased
Addressee is absent
Intimation Served
Addressee has gone away without leaving any addressee instruction regarding the new address
Left
Alternate address in the instruction register or ascertained information about alternate address
Redirected

35. Sample rubber stamp impression used by Madurai HO
Is this as per the prescribed format? Please give your comments….

36. In correct Remarks

37. Where to affix the remarks
Article
Place for affixing return remarks stamp
Ordinary Letter
On the address side of the article
(back side if no space on front side)
Registered Letter
On the address side of the article and on the AD card (if applicable)
Insured Letter/Parcel
Money Order
On the voucher & acknowledgement portion
Speed post/EPP
On the address side of the article and on the POD (if applicable)

38. Returns (contd/-) How will you return undelivered articles?
Who will you hand them over to?
Do you get any acquittance from anyone for these articles?
Let us see the answers……

39. Delivered articles Type of article What to give To whom
Do not forget to get...
Registered
AD Card
Registration PA
Acquittance in Delivery slip VP
Signed VP receipt
-do- -
VP Cash
Registration PA/Treasurer (*)
Acquittance in postman book
Insured MO
Signed MO voucher
MO Paid PA
Speed post
POD
Speed PA
Articles with CD
Cash (CD)
Concerned PA/ Treasurer (*)
Unpaid articles
Cash
Treasurer
*- For computerized offices – Cash should be given to the Treasurer
For Non Computerized offices- Cash should be given to the Registration PA

40. Undelivered articles Type of article What to give To whom
Do not forget to get…..
Registered
Articles
Registration PA
Acquittance in Delivery slip VP
VP articles & acknowledgement for delivery of intimation
-do-
Acquittance in postman book
Insured MO
Unpaid MOs
MO Paid PA
Cash
Treasurer
Speed post
Speed PA
Articles with CD
Concerned PA
Acquittance in delivery slip

41. To put proper remarks on undelivered articles
To handover signed acknowledgement cards
To update remarks in MM Postman/ Speednet
To update remarks in postman book
To paste acknowledgement for delivery of VP receipt to the addressee in your postman book
To handover cash realized on unpaid articles

42. Let us recap…

43. Before you go for delivery ….

44. Please check… before you go out for delivery….
Whether …
all the articles have been affixed with delivery stamp
all are arranged as per route map & beat list
the number of articles tallies with the Delivery Slip
the VP Receipt/Intimation are kept safe
cash for MOs counted, acknowledged & kept safe
all addressee instructions have been followed

45. Are you ready for the Beat ???
Uniform
Postman Bag
Foot wears
Grooming
Appearance
Identity card on display

46. Your bag should contain……..
Copy of the route map & Beat list
Blank Intimation slips in the prescribed format
Pen
Ink Pad ( for thumb impression)
Stamps for sale in the beat
A bag for free pick up of articles
Receipt book- RL/Speed Post booking (if authorized)
A Note book to collect Customers database
PO Pocket Guide

47. Our products & services

48. Speed Post
Express Parcel Post
Logistics Post
Business Post
Bill Mail service
National Bill Mail Service
Direct Post
Retail Post
Media Post
eMO/iMO/IMTS
ePost

49. delivery related products
Let us now see some
delivery related products
in brief…..

50. SPEED POST Government’s own courier
Domestic and International Services
Documents and Merchandise can be sent
Insurance Facility upto a max of Rs.1,00,000/-
Time bound delivery
Special rebates for bulk customer
Free Pick up facility is available
Postman can pick up articles at customer’s door step

51. SPEED POST Extended booking timings in select post offices
24 Hours booking in RMS offices
Track and trace service
Book Now and Pay Later & rebate facility
Speed Post Passport Service
Conditions of posting similar to other postal articles as given in Clause 209/210 of PO Guide I

52. INTERNATIONAL SPEED POST
DOCUMENTS
MERCHANDISE
Communication, Bills, Invoices, Value deeds, contracts and agreements, Legal papers, Book Materials etc;
In Nutshell,
Personal Communications
Business Samples, Import and export goods, tradable books, samples of papers, articles of stationeries, electronic and other components etc;
Goods for sale

53. SPEED POST PASSPORT SERVICE
Select POs sell the Passport application 
Processing of application done at PO counters
Applications sent to Passport Office for further processing
No processing fee
Service is available only for issue of new passports

54. Express Parcel Post Parcels weighing upto 35kg can be sent
Retail and corporate contractual service
Domestic service available by surface transport
Time bound Door delivery of parcels
Book Now Pay Later facility
Free Pick up & rebate facility
Cash on delivery facility

55. Logistics Post
Domestic service for sending parcels and large consignments
No weight limit.
Door to door service
Distance and weight-based tariff
Multi-modal transport
Warehousing
Pick and Pack services

56. Logistics Post Air Logistics Post Air –
consignments are transported through Indiapost Freighter
Available in the NE Region of India

57. Business Post Total mailing Solution
Pre mailing activities done for a fee
For bulk customers
Service available for accountable and ordinary articles
Pick up
Collection
Insertion
Addressing
Gumming
Franking

58. Bill Mail Service Bills, financial statements etc
Periodicity should be at least once in 45 days
Minimum quantity for posting at a time is 5000
Articles should be superscribed as “BMS”
It should be posted in select POs only
To be delivered locally or within a district
Tariff –
First 50 gms – Rs 3/-
Every additional 50 gms – Rs 2/-

59. National Bill Mail service
Bills, financial statements etc
Periodicity should be at least once in 45 days
Minimum quantity for posting at a time is 10,000
Articles should be super scribed as “NBMS”
It should be posted as Speed Post/EPP
To be delivered across the country
Articles meant for one outstation destination to be bundled in one package, which can be sent to destination cities as Speed Post, Express Parcel Post etc. on payment by sender.
The individual bills in the package are charged only at the local Bill Mail Service rates.

60. Direct Post Unaddressed ordinary articles
In the nature of brochures, samples, CDs etc
Minimum quantity – 1000 pieces
Should not be posted in letter boxes
Should be delivered at the door step in a specified locality
Tariff Per Article for 1st 20 gms
Per article (for every additional 20 gms or part thereof) (Rs)
Local (Rs)
Inter City (Rs)
1.50
2.00
1.00
For both local and inter-city articles

61. E POST Conveyance of Scanned communications through Internet
Delivery of e post is available in all post offices
Recipient may or may not have an e mail ID/ internet facility
Will be received at the PO, Printed out
Sent to the addressee in a specially designed envelop as unregistered article
Delivered at the door step
Rates:
Per A4 size paper –Rs.10/-

62. eMO Electronically transmitted Money orders
Commission same as Ordinary MOs
Conditions same as Ordinary MOs
Can be booked to non computerized offices also
Speedy transmission and payment of MOs

63. Your role in Revenue generation
You can increase the revenue of Indiapost by…
Selling of stamps in the beat
Booking Speed Post articles in the beat
Pick up of articles from the beat
Prompt Delivery of Direct Post & Bill mails
Procuring PLI/RPLI
Marketing of other products and services

64. Sensitization to Project Arrow

65. About Project Arrow Commenced in May 2008
Overall changes - appearance, facilities, infrastructure, technology & processes in select post offices
Focused attention towards a commonly accepted target of improving the post offices
Achieve a CONSISTENT CUSTOMER EXPERIENCE
Make customers believe that the POST OFFICE IS CHANGING FOR GOOD

66. Components of Project Arrow
Look & Feel
Improving customer experience by modernizing appearance and facilities in post offices
Core Competence
Improving customer experience through our work performance

67. Focus areas Mail delivery Branding Savings Bank Infrastructure
Remittances
Office Service Level
Branding
Infrastructure
Technology
Human Resources

68. Branding Maximum visibility of our new logo
Popularizing the Brand/ Logo of Indiapost
Its consistent application in all post offices
Can u draw the new logo of the department?
What does the logo represent?
S…………., D……………, E……………., A……………, A……………….

69. Some application areas

70. Technology Computerization Security related issues
Supply of hardware for the office
Installation of software
Security related issues
Password security
Physical security
Antivirus

71. Human resources Improving Knowledge, Skill and Attitude of the staff
Training programmes
Out sourcing wherever needed
Maintaining Database of staff

72. Infrastructure To change the ‘ look & feel’ to Project Arrow Standards
Structural repairs in PO buildings
Re painting as per Project Arrow specifications
Electrical repairs
Re wiring
Laying counters/cupboards etc

73. Walls/ windows / doors
Wall highlights/ edges
Walls
Counters
Floors tiles
Chairs
Writing ledge
facing the counter

75. 4 Silos of Core Competence
Mail Delivery
Savings Bank
Remittances
Office Service Level

76. Mail delivery Remittances Same day delivery of Mails received
Same day despatch of Mails posted
Improving all mail related activities
Remittances
Same day payment of money orders
Provide all e enabled services in the post office
Booking of all MOs as eMOs

77. Do you think all this is possible? Let us discuss the issues now..

78. Delivery related issues
What are the major problems you face while delivering articles ????
Addressee……..
Postman………
Is absent when the postman visits
Has no knowledge about authorization
Does not give addressee instructions
Deliberately mis-leads the postman
Is not punctual
Has insufficient knowledge about his beat
Has insufficient knowledge about standard remarks/returns
Has insufficient knowledge about procedures of delivery
Does not help in pre delivery activities
Unauthorized absence
Has a Negative attitude

79. Solutions ????? Be punctual, courteous & regular
Educate your customer on
Importance of Addressee instructions
Maintain a customer database
Assist in pre delivery work
Proceed for delivery on time
Keep intimation slips handy
Serve intimation slips when addressee is absent
Update your knowledge on procedures and rules – for delivery

80. How do you assess your child’s performance in school ???
How do we assess the performance of our office ??

81. What do you mean by KPI? Key Performance Indicator -
Through KPIs….
What do you mean by KPI?
Key Performance Indicator -
It is a factor showing the delivery performance of your office

82. KPIs and Targets KPI Target
Per cent of mail sent for delivery (Regd. Post)
100%
Per cent of mail sent for delivery (Speed . Post)
Per cent of mail sent for delivery (Ordinary)
Per cent mail delivered same day (Regd. Post)
Per cent mail delivered same day (Speed. Post)
Per cent mail delivered same day (Ordinary)

83. KPIs and Targets (Contd…)
Per cent mail correctly sorted (Regd. Post)
100%
Per cent mail correctly sorted (Speed . Post)
Per cent mail correctly sorted (Ordinary)
Deviation of beat completion time
30 minutes

84. Through Data Extraction Tool
How can we assess KPI ?
Through Data Extraction Tool
What is DET???

85. DATA FROM POST OFFICE DATA BASE AND WEB-ENTERED DATA IS USED TO CREATE A KPI-BASED PERFORMANCE DASHBOARD 2
Data extracted from PO
Example Data
Details of Regd articles
Details of Speed Post articles
Details of eMO
Details of SB accounts
Details of Financial variables 1
Data Repository
Meghdoot
100% = all data required for KPIs
Sanchay Post
Operational dashboard reports
Reporting Engine
93%
100% 3
Data manually entered through web based system
Example Data
07%
Number of Ord articles received
Number of Ord articles not delivered
Data repository would store data collected from individual PO
Online web-based tool 85

86. Data Extraction Tool
It assesses the performance of the our Post offices under Project Arrow
Automatic extraction of data from the database of various software used in our Post Office
Based on your performance your office will get a score- like a report card
Your score will be monitored by Directorate

87. What should you do so that your post office gets
Your office scores decrease when……
All mail received in the office is not sent out for delivery
All mail taken for delivery is not delivered
Improper remarks on the articles
Non issue of Intimation slips
Return particulars not entered at the end of the day
All mail is not dispatched on the same day
What should you do so that your post office gets
100/100 ???

88. What should you do? Assist in pre delivery activities
Deliver all articles & pay all MOs/eMOs entrusted to you
Put proper remarks on undelivered articles
Use rubber stamps for putting remarks
Use intimation slips
Get addressee instructions & follow them
Update return information in MM Postman/Speednet
Adopt customer friendly approach
Success of this Project is in your hands
Please remember ……………
Dak Seva Jan Seva

89. Secretary, Department of Posts receiving the Prime Minister’s award for Excellence