Presentation on theme: "Course overview Duties of a postman Knowledge of records"— Presentation transcript:
1 Course overview Duties of a postman Knowledge of records Delivery dutiesAdditional dutiesKnowledge of recordsBeat list & Route mapDelivery slipIntimation slipPostman bookKnowledge of delivery proceduresImportance of Mail Delivery in Project Arrow POsData Extraction Tool
3 Duties of a Postman Assist in table sorting & beat sorting Do beat arrangementPrepare delivery slip in MM Postman & SpeednetDeliver articlesChoose proper remarks for undelivered articlesSubmit returns promptlyUpdate delivery particulars in MM Postman/SpeednetRefer 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 officesClear LBs other than office LBCollection of articles on the beatProcure PLI/RPLI businessAssist the Treasurer in making currency bundlesAssist in PLI/RPLI data entryOther duties assigned by your Post masterRefer 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 beatyour neighbouring beatshow to prepare various formsstandard remarks for undelivered articlesthe items to be carried on the beatthe products and services of Indiapostabout Project Arrow & your role in it
6 What is Route Map & Beat List ? Let us see some examples……… Knowledgeofimportant recordsWhat is Route Map & Beat List ?Let us see some examples………
9 Beat List Beat no.__________P.O._________ Name of the street/lanesName of firms & officesName of principal residentsRemarks(Rule 102 (2) of PM Vol VI Part I)
10 Village sorting listA record showing the villages attached to the Postmen for DeliveryDelivery area can be classified asFixed 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 boxUnfixed 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 beatThey depict/show …..your delivery areahow to travel on your beatthe distance to be travelled by you dailytime taken for travelling that distanceyour important customers
12 It helps you to serve your customers better !!!!!!!!! Customer DatabaseIt is a list of customers in your beatIt contains some important details like:Name & addressProfessionContact numberE mail addressIt helps you to serve your customers better !!!!!!!!!
13 How to collect Customers database? Beat No ………………………….. PO………………………….Name of colony/localityName /No. of streetDoor numberName of Principal addresseeNames of other family membersProfessionOffice /business/alternate address if anyContact no. & e mail address
14 Postman book Let us see a sample now….. Basic record to be maintained by you everydayDetails of accountable articles (except RL/Parcels) entrusted to you for delivery should be enteredGet acquittance for cash/articles returned, from the concerned PAEntries regarding sale of postage while on beat should also be madeLet us see a sample now…..Rule 110 of PM Vol VI Part III
15 What is it’s importance? Intimation SlipWhat 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 articlesDoor is locked and addressee cannot be informed of the arrival of articleIntimation slip is servedat the addressee’s premisesin the mail boxto another person at the addressSuitable remarks to be made in the delivery slip/postman book and on the articleAre 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 deliveryWhen Insured articles above Rs 500 are received for deliveryWhen Parcels > 5 KGs and < 10 KGs – if Homedelivery charges not paidWhen Parcels > 10 kg are received for deliveryHave 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 conditionIt is prepared by the PostmasterWill be served to the customer by the PostmenMake an entry in Postman book
19 DEPARTMENT OF POSTS, INDIA INTIMATION SLIPToShri/ SmtRef: 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 youDate:Yours faithfullySignature of PostmanName of PostmanBeat No……….…………………….PO…………………..DivisionAvailable : 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 numberType of articleName of the PO in which it was postedDate of receipt of articleWhen, where can the customer collect the articleWhat should the customer do in case he requires home delivery
22 DEPARTMENT OF POSTS, INDIA Address partDEPARTMENT OF POSTS, INDIAINTIMATION SLIPToShri/ SmtRef: Postal Article No. ……………. Type…………Office of Posting………………Date……………….Sir/Madam,5556RL/MO/Ins/ParcelSaharanpur7/9/2010
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 thewindow 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.Saharanpur9/9/201013/9/2010
24 Or through email……………………………………….. Request for delivery from Day 3 to 7 (instead of Day 2) may kindly be madebefore………… hours by ………………….(Date) at telephone No………………….Or through ………………………………………..For further enquiries you may feel free to contact at Phone no……………….Thanking youDate:Yours faithfully Signature of PostmanName of PostmanBeat No……….…………………….PO…………………..DivisionAvailable : 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 hours9/9/2010PO Tel. No.PO e Mail addressPO Tel. No.
26 Delivery proceduresThe 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 articlesDoor delivery / Post Box / Post bag/WindowRegistered articles (Domestic and International)Can be delivered to the addressee onlyOr to the person authorized by the addresseeSpeed Post (Domestic and International)Can be delivered to any person in the given address (Address specific )SP PassportAddressee specific delivery
29 InsuredDoor delivery up to the value of Rs.500Serve Intimation if value exceeds Rs.500Money OrderCan be paid to the PayeeOr to the authorized personEPPCan 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 PaidParcels
30 International Mails with CD Door delivery up to the value of Rs.500Deliver after collection of VP Value + MO CommissionServe Intimation if value exceeds Rs.500 or the addressee desires to take delivery laterVP articlesDirect PostDoor DeliveryInternational Mails with CDDoor delivery after collection of Customs DutyDo Not Forget……….RL with AD – acquittance in delivery slip ONLYMOs – acquittance in voucher portion ONLYIs the procedure for delivering returned articles different ? How ? And Why?
31 Delivery under acquittance Type of ArticleWhere to GetFrom whomRegistered articleDelivery SlipAddressee / authorized agentRegistered article with ADDelivery Slip and AD CardInsured ArticleMoney orderIn the Form in Voucher portion and Ack PortionPayee / authorized agentSpeed PostAny resident in the AddressSpeed Post with PODDelivery Slip and PODEPPSpeed Post PassportAddressee onlyNo need.. It is like unregistered articleShould we get any acquittance for delivery of Direct Post?
32 special delivery procedures Spot quizonspecial delivery procedures
34 Standard Remarks Situation Proper Remarks Addressee refuses to take delivery of articleRefusedAddress is located but no such addressee lives there (or) Address given on the article is incompleteNot knownAddressee has left India without any instructionsLeft IndiaAddressee expiredDeceasedAddressee is absentIntimation ServedAddressee has gone away without leaving any addressee instruction regarding the new addressLeftAlternate address in the instruction register or ascertained information about alternate addressRedirected
35 Sample rubber stamp impression used by Madurai HO Is this as per the prescribed format? Please give your comments….
37 Where to affix the remarks ArticlePlace for affixing return remarks stampOrdinary 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/ParcelMoney OrderOn the voucher & acknowledgement portionSpeed 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 Delivered articles Type of article What to give To whom Do not forget to get...RegisteredAD CardRegistration PAAcquittance in Delivery slipVPSigned VP receipt-do--VP CashRegistration PA/Treasurer (*)Acquittance in postman bookInsuredMOSigned MO voucherMO Paid PASpeed postPODSpeed PAArticles with CDCash (CD)Concerned PA/ Treasurer (*)Unpaid articlesCashTreasurer*- For computerized offices – Cash should be given to the TreasurerFor 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…..RegisteredArticlesRegistration PAAcquittance in Delivery slipVPVP articles & acknowledgement for delivery of intimation-do-Acquittance in postman bookInsuredMOUnpaid MOsMO Paid PACashTreasurerSpeed postSpeed PAArticles with CDConcerned PAAcquittance in delivery slip
41 To put proper remarks on undelivered articles To handover signed acknowledgement cardsTo update remarks in MM Postman/ SpeednetTo update remarks in postman bookTo paste acknowledgement for delivery of VP receipt to the addressee in your postman bookTo handover cash realized on unpaid articles
44 Please check… before you go out for delivery…. Whether …all the articles have been affixed with delivery stampall are arranged as per route map & beat listthe number of articles tallies with the Delivery Slipthe VP Receipt/Intimation are kept safecash for MOs counted, acknowledged & kept safeall addressee instructions have been followed
45 Are you ready for the Beat ??? UniformPostman BagFoot wearsGroomingAppearanceIdentity card on display
46 Your bag should contain…….. Copy of the route map & Beat listBlank Intimation slips in the prescribed formatPenInk Pad ( for thumb impression)Stamps for sale in the beatA bag for free pick up of articlesReceipt book- RL/Speed Post booking (if authorized)A Note book to collect Customers databasePO Pocket Guide
48 Speed PostExpress Parcel PostLogistics PostBusiness PostBill Mail serviceNational Bill Mail ServiceDirect PostRetail PostMedia PosteMO/iMO/IMTSePost
49 delivery related products Let us now see somedelivery related productsin brief…..
50 SPEED POST Government’s own courier Domestic and International ServicesDocuments and Merchandise can be sentInsurance Facility upto a max of Rs.1,00,000/-Time bound deliverySpecial rebates for bulk customerFree Pick up facility is availablePostman can pick up articles at customer’s door step
51 SPEED POST Extended booking timings in select post offices 24 Hours booking in RMS officesTrack and trace serviceBook Now and Pay Later & rebate facilitySpeed Post Passport ServiceConditions of posting similar to other postal articles as given in Clause 209/210 of PO Guide I
52 INTERNATIONAL SPEED POST DOCUMENTSMERCHANDISECommunication, Bills, Invoices, Value deeds, contracts and agreements, Legal papers, Book Materials etc;In Nutshell,Personal CommunicationsBusiness 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 countersApplications sent to Passport Office for further processingNo processing feeService is available only for issue of new passports
54 Express Parcel Post Parcels weighing upto 35kg can be sent Retail and corporate contractual serviceDomestic service available by surface transportTime bound Door delivery of parcelsBook Now Pay Later facilityFree Pick up & rebate facilityCash on delivery facility
55 Logistics PostDomestic service for sending parcels and large consignmentsNo weight limit.Door to door serviceDistance and weight-based tariffMulti-modal transportWarehousingPick and Pack services
56 Logistics Post Air Logistics Post Air – consignments are transported through Indiapost FreighterAvailable in the NE Region of India
57 Business Post Total mailing Solution Pre mailing activities done for a feeFor bulk customersService available for accountable and ordinary articlesPick upCollectionInsertionAddressingGummingFranking
58 Bill Mail Service Bills, financial statements etc Periodicity should be at least once in 45 daysMinimum quantity for posting at a time is 5000Articles should be superscribed as “BMS”It should be posted in select POs onlyTo be delivered locally or within a districtTariff –First 50 gms – Rs 3/-Every additional 50 gms – Rs 2/-
59 National Bill Mail service Bills, financial statements etcPeriodicity should be at least once in 45 daysMinimum quantity for posting at a time is 10,000Articles should be super scribed as “NBMS”It should be posted as Speed Post/EPPTo be delivered across the countryArticles 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 etcMinimum quantity – 1000 piecesShould not be posted in letter boxesShould be delivered at the door step in a specified localityTariff Per Article for 1st 20 gmsPer article (for every additional 20 gms or part thereof) (Rs)Local (Rs)Inter City (Rs)1.502.001.00For both local and inter-city articles
61 E POST Conveyance of Scanned communications through Internet Delivery of e post is available in all post officesRecipient may or may not have an e mail ID/ internet facilityWill be received at the PO, Printed outSent to the addressee in a specially designed envelop as unregistered articleDelivered at the door stepRates:Per A4 size paper –Rs.10/-
62 eMO Electronically transmitted Money orders Commission same as Ordinary MOsConditions same as Ordinary MOsCan be booked to non computerized offices alsoSpeedy transmission and payment of MOs
63 Your role in Revenue generation You can increase the revenue of Indiapost by…Selling of stamps in the beatBooking Speed Post articles in the beatPick up of articles from the beatPrompt Delivery of Direct Post & Bill mailsProcuring PLI/RPLIMarketing of other products and services
65 About Project Arrow Commenced in May 2008 Overall changes - appearance, facilities, infrastructure, technology & processes in select post officesFocused attention towards a commonly accepted target of improving the post officesAchieve a CONSISTENT CUSTOMER EXPERIENCEMake customers believe that the POST OFFICE IS CHANGING FOR GOOD
66 Components of Project Arrow Look & FeelImproving customer experience by modernizing appearance and facilities in post officesCore CompetenceImproving customer experience through our work performance
67 Focus areas Mail delivery Branding Savings Bank Infrastructure RemittancesOffice Service LevelBrandingInfrastructureTechnologyHuman Resources
68 Branding Maximum visibility of our new logo Popularizing the Brand/ Logo of IndiapostIts consistent application in all post officesCan u draw the new logo of the department?What does the logo represent?S…………., D……………, E……………., A……………, A……………….
70 Technology Computerization Security related issues Supply of hardware for the officeInstallation of softwareSecurity related issuesPassword securityPhysical securityAntivirus
71 Human resources Improving Knowledge, Skill and Attitude of the staff Training programmesOut sourcing wherever neededMaintaining Database of staff
72 Infrastructure To change the ‘ look & feel’ to Project Arrow Standards Structural repairs in PO buildingsRe painting as per Project Arrow specificationsElectrical repairsRe wiringLaying counters/cupboards etc
73 Walls/ windows / doorsWall highlights/ edgesWallsCountersFloors tilesChairsWriting ledgefacing the counter
75 4 Silos of Core Competence Mail DeliverySavings BankRemittancesOffice Service Level
76 Mail delivery Remittances Same day delivery of Mails received Same day despatch of Mails postedImproving all mail related activitiesRemittancesSame day payment of money ordersProvide all e enabled services in the post officeBooking 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 visitsHas no knowledge about authorizationDoes not give addressee instructionsDeliberately mis-leads the postmanIs not punctualHas insufficient knowledge about his beatHas insufficient knowledge about standard remarks/returnsHas insufficient knowledge about procedures of deliveryDoes not help in pre delivery activitiesUnauthorized absenceHas a Negative attitude
79 Solutions ????? Be punctual, courteous & regular Educate your customer onImportance of Addressee instructionsMaintain a customer databaseAssist in pre delivery workProceed for delivery on timeKeep intimation slips handyServe intimation slips when addressee is absentUpdate 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 time30 minutes
84 Through Data Extraction Tool How can we assess KPI ?Through Data Extraction ToolWhat is DET???
85 DATA FROM POST OFFICE DATA BASE AND WEB-ENTERED DATA IS USED TO CREATE A KPI-BASED PERFORMANCE DASHBOARD2Data extracted from POExample DataDetails of Regd articlesDetails of Speed Post articlesDetails of eMODetails of SB accountsDetails of Financial variables1Data RepositoryMeghdoot100% = all data required for KPIsSanchay PostOperational dashboard reportsReporting Engine93%100%3Data manually entered through web based systemExample Data07%Number of Ord articles receivedNumber of Ord articles not deliveredData repository would store data collected from individual POOnline web-based tool85
86 Data Extraction ToolIt assesses the performance of the our Post offices under Project ArrowAutomatic extraction of data from the database of various software used in our Post OfficeBased on your performance your office will get a score- like a report cardYour 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 deliveryAll mail taken for delivery is not deliveredImproper remarks on the articlesNon issue of Intimation slipsReturn particulars not entered at the end of the dayAll mail is not dispatched on the same dayWhat should you do so that your post office gets100/100 ???
88 What should you do? Assist in pre delivery activities Deliver all articles & pay all MOs/eMOs entrusted to youPut proper remarks on undelivered articlesUse rubber stamps for putting remarksUse intimation slipsGet addressee instructions & follow themUpdate return information in MM Postman/SpeednetAdopt customer friendly approachSuccess of this Project is in your handsPlease remember ……………Dak Seva Jan Seva
89 Secretary, Department of Posts receiving the Prime Minister’s award for Excellence
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