Presentation on theme: "Empowering and Connecting India"— Presentation transcript:
1 Empowering and Connecting India Citizen CharterEmpowering and Connecting India
2 Empowering and Connecting India VisionIndia Posts products and services will be the customers first choice.Empowering and Connecting India
3 Empowering and Connecting India MissionTo sustain its position as the largest postal network in the world touching the lives of every citizen in the country.To provide the mail, parcel, money transfer, banking, insurance and retail services with speed and reliability. To provide services to customers on value-for money basis.To ensure that the employees are proud to be its main strength and serve its customers with a human touch.To continue to deliver social security services and to enable last mile connectivity as a Government of India platform.Empowering and Connecting India
4 Empowering and Connecting India Our Customers/ ClientsPublic Institutions , private businesses and print media,Government organizations, Other postal administrations,PhilatelistsEmpowering and Connecting India
5 Empowering and Connecting India Our Services- MAILSLetters, postcards, Inland letter cards, book packets, value payable post, parcels, Flat Rate Box, Logistics Post, ePost, etc.Registration and insurance of postal articles and parcels covered by such facility.Premium mail services like Speed Post, Business Post, Direct Post, Bill Mail Service, Express Parcel Post, etc.Delivery services are provided by the designated delivery post offices and Branch Post Offices in villages.Empowering and Connecting India
6 Empowering and Connecting India Our Services- FINANCIAL Money Transfer Money Order, Instant money order, MO Videsh, Indian Postal Order, etc.Post Office Savings Bank- Small Savings Schemes and Savings Certificates.Postal Life Insurance and Rural Postal Life InsuranceEmpowering and Connecting India
7 Empowering and Connecting India Our Services- PHILATELY Promotion of philately,Issue of definitive postage stamps.Issue of commemorative and special postage stamps Delivery through Philatelic Bureau and counters as well as through ePost Office.Empowering and Connecting India
8 Empowering and Connecting India Our Services- COUNTERSale of postage stamps and postal stationery etc.Booking of registered, insured, Speed Post and other mail articles etc. Booking of money orders, various transactions relating to Post Office Savings and Postal Life Insurance (PLI)/Rural Postal Life Insurance (RPLI) etc.ePost Office for anytime anywhere transaction related to instant money order, electronic money order and philately products. Empowering and Connecting India
9 Empowering and Connecting India Service Standards -MAILSServices/TransactionSuccess IndicatorsService StandardsUnitDelivery of First class mailLocal and between Metro Cities2DaysRest of India4-6Delivery of Registered articles35-7Delivery of Speed PostInternational EMS articlesAll International Mail articles are subject to customs examination4-10Empowering and Connecting India
10 Empowering and Connecting India Service Standards- MONEY TRANSFERServices/TransactionSuccess IndicatorsService StandardsUnitPayment of Ordinary Money TransferLocal and between Metro Cities3DaysRest of India4-6Payment of Instant Money Order(Service available at specified offices)Booking to transfer to payee post office15MINSPayment on production of code and ID by receiver at the destination post office20Empowering and Connecting India
11 Empowering and Connecting India Service Standards- POSB other than counter servicesServices/TransactionSuccess IndicatorsService StandardsUnitTransfer of Accounts (Please collect receipt issued at the time of acceptance of request)When request is for transfer of accounts within the same Head Post Office1DaysWhen request is for transfer of accounts in post offices which are under different Head Post Offices.7When request is made at the transferee post office20Settlement of customer requests for Deceased claims, Issue of Duplicate Passbook, Interest posting (in office other than Head Post Office)Time taken for settlement starting from the time of receipt of completed documents.DAYSEmpowering and Connecting India
12 Empowering and Connecting India Service Standards- POSB other than counter servicesServices/TransactionSuccess IndicatorService StandardsUnitDischarge of Savings Certificates at post office other than the office of purchaseTime taken from the receipt of application for discharge of certificates at the post office.30DaysTransfer of Savings CertificateTime taken from the receipt of application for transfer at the post office.DAYSIssue of Duplicate CertificateTime taken from the receipt of application along with required documents :- at the post office of issue of the CertificateEmpowering and Connecting India
13 Empowering and Connecting India Service Standards- PLI-RPLIServices/TransactionSuccess IndicatorService StandardsUnitAcceptance LetterIssue of Policy BondTime taken from the receipt of completed documents15DaysSettlement on Maturity of policy 30DAYSSettlement of claims on death of policy holderWith nominationWithout nomination(time taken after production of required documents.)Involving investigation90Empowering and Connecting India
14 Empowering and Connecting India Service Standards- PLI-RPLIServices/TransactionSuccess IndicatorService StandardsUnitTransfer of policy from one Circle to anotherTime taken for settlement on receipt of request10Days30DAYSPaid up Value of policyRevival of policyConversion of policyTime taken from receipt of request15Settlement of following customer requests :- Loan against policies,- Change of address,- Change of nomination,- Assignment of policy,- Issue of duplicate policy bondEmpowering and Connecting India
15 Empowering and Connecting India Service Standards- COUNTERServices/TransactionSuccess IndicatorService StandardsUnitBooking of articles Registered, Speed Post, Value Payable, Insured, Money Order, e MO, Premia collection for PLI/RPLI, sale of forms, bill collection,Transaction time at the counter(excluding waiting time in queue)5MinsSavings Bank and Savings Certificate Transactions* - Deposit, Withdrawals, updation of pass bookSavings Bank and Savings Certificate Transactions *-Opening of Account, Closure of Accounts, Issuance of Certificates, Discharge of Certificate105Note: At Project Arrow Post Offices *For Savings Bank and Certificate Transactions at Head Post Office.Empowering and Connecting India
16 Empowering and Connecting India Service Standards- COMPLAINTSServices/TransactionSuccess IndicatorService StandardsUnitIssue of Acknowledgement of complaint .(Instantaneous in case of web registrationTime from lodging of complaint- at Customer Care Centre1Day(s)By post or other means7Settlement of Complaints60DaysSettlement of complaint in cases requiring investigation90Empowering and Connecting India
17 Empowering and Connecting India Service Standards- BOsServices/TransactionSuccess IndicatorService StandardsUnitSale of Stamps and stationery, Booking of Registered Articles, Booking of Money Orders, Collection and Payment of PLI premia, Post Office Savings Bank Deposit ,Post Office Savings Bank Withdrawals up to Rs. 5000/-, etcTransaction Time at Branch Post Office1DayTransaction which are required to be authorized / routed through the Account Office e.g. :- Post Office Savings Bank Accounts opening and closing,- Withdrawals above Rs. 5000/-,- Post Office Savings Bank maturity claims, discharge of certificates- Maturity claims of Postal Life Insurance and Rural Postal Life Insurance policies, etcCompletion or settlement of the transaction.(Includes processing time at the Account office.) Add 7 days to each of the corresponding service standards for Departmental Post Offices.+7 days in addition to the relevant service standards for Deptl. Post Offices.DAYSEmpowering and Connecting India
18 Empowering and Connecting India Expectations from Service Recipients- MAILSAddress of addressee and sender should contain House Number, Name of Street, City, District, State and Pin Code., Name of village of addressee and the name of the delivery Branch Post Office of the addressee, Phone number of the sender and addressee.To conform to packing, size and content requirements for registered and Insured articles and parcelsTo comply with instructions for articles prohibitedAffix correct amount of postage on mail articles.Provide Mail Box on the ground floor for each address in the multi storied building.Notify the delivery post office of the change of address and provide the forwarding address.Give proper authorization to his/her representative for receiving delivery of registered, insured, money orders and Speed Post etc. in his/her absenceCooperate by producing ID on demand by Postmen or at the counter.Insist on obtaining receipts for articles and money orders bookedEmpowering and Connecting India
19 Empowering and Connecting India Financial ServicesProvide Know Your Customer (KYC) documents as prescribed. Check the Agency Number, Authorization and validity of the Small Savings and Postal Life Insurance Agents and Rural Postal Life Insurance Agents before carrying out any transactions with them.Keep pass book updated and secure. Obtain receipt if passbook is handed over to the post office check the last balance in the Pass Book matches with that written in the receipt.Make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance and Rural Postal Life Insurance.Do not disclose the code numbers of instant money orders and MO Videsh communicated by the Post Office to any person other than the recipient. Bring the officially valid ID for iMO payments.Collect receipt when handing over requests for transfer or deceased claimEmpowering and Connecting India
20 Empowering and Connecting India SevottamEmpowering and Connecting India
21 politician citizen Civil Servant “How do we connect policy with operations?”politician“We sometimes assume that policies will implement themselves.”“The civil service requires a better delivery culture.”
22 Quality Management System called Sevottam framework aims at filling these gaps through a simple processThe Quality Management System (QMS) developed by the Department of Administrative Reforms and Public Grievances, Government of India, is called SEVOTTAMThe term is a combination of two Hindi words – ‘Uttam’ + ‘Seva’= SevottamIt is backed by an Indian Standard IS :2005 that was especially created for certifying achievement of excellence in service delivery in the government service sector
23 Sevottam seeks excellence by focusing on Quality Standards based Public Service Delivery only
24 Uncertainty is sought to be removed through published standards Government’s services delivery should not be a game of dice - Citizen’s should know what to expect ? how much to expect? from whom ? when ? And where?Uncertainty is sought to be removed through published standards
25 The QMS Sevottam framework provides the answer through three modules that help to identify Gaps in Service Delivery1. Citizen’s Charter – that specifies and publishes the standards of service delivery2. The Grievance Redress Mechanism that process complaints from citizens when standards in Citizen’s Charter are not met in the service delivery3. Capacity Building for service delivery to bring improvements on a continuous basis
27 Simple Seven Steps that cover the entire QMS Sevottam framework
28 The 12th Plan will also focus on quality monitoring, maximizing customer satisfaction, transparency in all processes and improved service delivery.Hence Sevottam, an initiative for improvement of service delivery developed by Department of Administrative Reforms and Public Grievances will be implemented in Head Post Offices.This is expected, in addition to monitoring of service delivery under Project Arrow and Mail Network Optimisation Programme to significantly improve service delivery performance and thereby lead to customer satisfaction and expansion of customer base for Department of Posts.
29 Empowering and Connecting India Post ForumEmpowering and Connecting India
30 ARRANGEMENT FOR CONSULTATION POST FORUM A venture to foster better relationship with clients and to create a ready responsiveness to public needs. Post Forum is a representative body of users of a post office to advise the post office on matters of its service in public interest conceived in the widest sense. Revived with the advent of Project arrow
31 ARRANGEMENT FOR CONSULTATION POST FORUM It consists of not more than 7 (seven) Members. They shall be users of the post offices. It meets every two months. Each post office where the Citizens Charter has been implemented is having a post Forum.
32 You are an Enabler of Change Post Forums: Activity: Purpose CompositionProcessRole of Postmaster/ASPsActivity:See that PMs hold Post Forum Meetingsregularly as prescribed
33 Responsibilities of the PM & ASPs PMsTo fix the date of the forum quarterly meetingTo invite the membersTo welcome the members & hold meeting with themTo listen to their problems/suggestionsTo draw the minutes of the meetingTo issue copies to all concerned including Supdt.To find the remedy of their problems & implement their worthy suggestionsTo inform them about the action taken on the problems/suggestionsASPsTo review the minutes received from PMs & put up to Competent authority with your notesTo facilitate the PMs needing any order/assistance/action/ permission/budget/direction/guidanceTo supervise & monitor the conductance of meetingsTo talk to customers occasionallyTo attend the meetings occasionallyTo make every body aware on the ‘WHY’ concept of holding of the post Forum
34 DO SOME REINGINEERING Streamlining the pre-delivery processes Evolve Delivery Standards in a Project Arrow Post OfficeStreamlining the pre-delivery processesStreamlining the operations in the Post OfficesStreamlining the delivery processDo:-Surprise checks of remarks on undelivered mails; contacting the addressee to know whether he / she was present, posting test letters to Post Forum members and analyzing the results, encouraging the staff to meet the Blue Book Standards, aligning LB Clearance with first delivery, visiting parent mail office to reduce the missents, analyzing the error extracts.
35 Empowering and Connecting India DAK ADALATEmpowering and Connecting India
36 Dak Adalats are held at Circle/Regional/Divisional level The Adalat is chaired by the Head of Circle/Region with two other Members at the Circle/RegionThe Adalat is chaired by the Head of Division at Divisional levelCovers Pension cases and all types of problems relating to postal services like delay in transmission of mails, speed post articles, parcels, money orders, savings bank, cash certificates and counter services,Ultimate aim is to provide an on the spot redressal to the complainant.
37 Responsibilities of the ASPs To publish/issue notice timelyTo receive their grievances & register themTo do/get the enquiries done timely in the cases received to facilitate on spot settlementTo put up progress to the Competent authorityTo prepare replies/tentative remedies & brief the things to the competent authority at least a day before the date of meetingTo do arrangements of the AdalatTo receive & welcome the customers- greet & treat themTo take the notes on the day of Adalat & thank the customers after the hearingTo get the cases settled & close the file
38 Empowering and Connecting India In case, posted at Divisional office, to do prompt enquiries/investigation of the cases received from Circle/RegionTo respond to Circle/Region’s queries on the cases promptlyEmpowering and Connecting India
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