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Course overview Duties of a postman – Delivery duties – Additional duties Knowledge of records – Beat list & Route map – Delivery slip – Intimation slip.

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Presentation on theme: "Course overview Duties of a postman – Delivery duties – Additional duties Knowledge of records – Beat list & Route map – Delivery slip – Intimation slip."— Presentation transcript:

1 Course overview Duties of a postman – 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 ????

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………

7 Slide-2

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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 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

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 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 Rule 110 of PM Vol VI Part III

15 Intimation Slip

16 A document served when…… – 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 addressees 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 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 2 - 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 8 - 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 addressees 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 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 You have to inform the customer about the………………..

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22 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 hrs. 9/9/ /9/2010 Saharanpur 1600 hrs.

24 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 addressees instructions at the Post Office for your mail when you are out of station. You can also authorize an agent to receive your mail 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 Ordinary articles Registered articles (Domestic and International) Speed Post (Domestic and International) SP Passport Door delivery / Post Box / Post bag/Window Can be delivered to the addressee only Or to the person authorized by the addressee Can be delivered to any person in the given address (Address specific ) Addressee specific delivery

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

30 VP articles 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 Direct Post Door Delivery International Mails with CD Door delivery after collection of Customs Duty Is the procedure for delivering returned articles different ? How ? And Why? Do Not Forget………. RL with AD – acquittance in delivery slip ONLY MOs – acquittance in voucher portion ONLY

31 Delivery under acquittance Type of ArticleWhere to GetFrom whom Registered articleDelivery SlipAddressee / authorized agent Registered article with ADDelivery Slip and AD CardAddressee / authorized agent Insured ArticleDelivery Slip and AD CardAddressee / authorized agent Money orderIn the Form in Voucher portion and Ack Portion Payee / authorized agent Speed PostDelivery SlipAny resident in the Address Speed Post with PODDelivery Slip and PODAny resident in the Address EPPDelivery SlipAny resident in the Address Speed Post PassportDelivery SlipAddressee only Should we get any acquittance for delivery of Direct Post? No need.. It is like unregistered article

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33 Return Remarks

34 Standard Remarks SituationProper Remarks Addressee refuses to take delivery of articleRefused 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 instructionsLeft India Addressee expiredDeceased Addressee is absentIntimation 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 ArticlePlace for affixing return remarks stamp Ordinary LetterOn the address side of the article (back side if no space on front side) Registered LetterOn the address side of the article and on the AD card (if applicable) Insured Letter/ParcelOn the address side of the article and on the AD card (if applicable) Money OrderOn the voucher & acknowledgement portion Speed post/EPPOn 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 Type of articleWhat to giveTo whomDo not forget to get... RegisteredAD CardRegistration PAAcquittance in Delivery slip VPSigned VP receipt-do-- VP CashRegistration PA/Treasurer (*) Acquittance in postman book InsuredAD CardRegistration PAAcquittance in Delivery slip MOSigned MO voucher MO Paid PAAcquittance in postman book Speed postPODSpeed PAAcquittance in Delivery slip Articles with CD Cash (CD)Concerned PA/ Treasurer (*) Acquittance in postman book Unpaid articlesCashTreasurerAcquittance in postman book *- For computerized offices – Cash should be given to the Treasurer For Non Computerized offices- Cash should be given to the Registration PA

40 Type of articleWhat to giveTo whomDo not forget to get….. RegisteredArticlesRegistration PAAcquittance in Delivery slip VPVP articles & acknowledgeme nt for delivery of intimation -do-Acquittance in postman book InsuredArticlesRegistration PAAcquittance in Delivery slip MOUnpaid MOsMO Paid PAAcquittance in postman book CashTreasurerAcquittance in postman book Speed postArticlesSpeed PAAcquittance in Delivery slip Articles with CD ArticlesConcerned PAAcquittance 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

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44 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…….. 1.Copy of the route map & Beat list 2.Blank Intimation slips in the prescribed format 3.Pen 4.Ink Pad ( for thumb impression) 5.Stamps for sale in the beat 6.A bag for free pick up of articles 7.Receipt book- RL/Speed Post booking (if authorized) 8.A Note book to collect Customers database 9.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 Let us now see some delivery related products in brief…..

50 SPEED POST Governments 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 customers 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 DOCUMENTSMERCHANDISE 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; In Nutshell, 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 1 st 20 gmsPer article (for every additional 20 gms or part thereof) (Rs) Local (Rs)Inter City (Rs) 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 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 Your role in Revenue generation

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 Branding Infrastructure Technology Human Resources Mail delivery Savings Bank Remittances Office Service Level

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 – 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 Floors tiles Writing ledge facing the counter Counters Chairs

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

76 Mail delivery 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

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78 Delivery related issues Addressee…….. Is absent when the postman visits Has no knowledge about authorization Does not give addressee instructions Deliberately mis-leads the postman 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 What are the major problems you face while delivering articles ????

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 childs performance in school ??? How do we assess the performance of our office ??

81 Through KPIs…. Key Performance Indicator - It is a factor showing the delivery performance of your office

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

83 KPIs and Targets (Contd…) KPITarget Per cent mail correctly sorted (Regd. Post)100% Per cent mail correctly sorted (Speed. Post)100% Per cent mail correctly sorted (Ordinary)100% Deviation of beat completion time30 minutes

84 How can we assess KPI ? Through Data Extraction Tool

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

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 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

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 Ministers award for Excellence


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