1. Empowering and Connecting India
Citizen Charter
Empowering and Connecting India

2. Empowering and Connecting India
Vision
India Posts products and services will be the customers first choice.
Empowering and Connecting India

3. Empowering and Connecting India
Mission
To 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/ Clients
Public Institutions , private businesses and print media,
Government organizations, 
    
Other postal administrations,
Philatelists
Empowering and Connecting India

5. Empowering and Connecting India
Our Services- MAILS
Letters, 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 Insurance
Empowering 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- COUNTER
Sale 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 -MAILS
Services/Transaction
Success Indicators
Service Standards
Unit
Delivery of First class mail
Local and between Metro Cities 2
Days
Rest of India
4-6
Delivery of Registered articles 3
5-7
Delivery of Speed Post
International EMS articles
All International Mail articles are subject to customs examination
4-10
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10. Empowering and Connecting India
Service Standards- MONEY TRANSFER
Services/Transaction
Success Indicators
Service Standards
Unit
Payment of Ordinary Money Transfer
Local and between Metro Cities 3
Days
Rest of India
4-6
Payment of Instant Money Order
(Service available at specified offices)
Booking to transfer to payee post office 15
MINS
Payment on production of code and ID by receiver at the destination post office 20
Empowering and Connecting India

11. Empowering and Connecting India
Service Standards- POSB other than counter services
Services/
Transaction
Success Indicators
Service Standards
Unit
Transfer 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 Office 1
Days
When request is for transfer of accounts in post offices which are under different Head Post Offices. 7
When request is made at the transferee post office 20
Settlement 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.
DAYS
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12. Empowering and Connecting India
Service Standards- POSB other than counter services
Services/
Transaction
Success Indicator
Service Standards
Unit
Discharge of Savings Certificates at post office other than the office of purchase
Time taken from the receipt of application for discharge of certificates at the post office. 30
Days
Transfer of Savings Certificate
Time taken from the receipt of application for transfer at the post office.
DAYS
Issue of Duplicate Certificate
Time taken from the receipt of application along with required documents :
-           at the post office of issue of the Certificate
Empowering and Connecting India

13. Empowering and Connecting India
Service Standards- PLI-RPLI
Services/
Transaction
Success Indicator
Service Standards
Unit
Acceptance Letter
Issue of Policy Bond
Time taken from the receipt of completed documents 15
Days
Settlement on  Maturity of policy  30
DAYS
Settlement of claims on death of policy holder
With nomination
Without nomination
(time taken after production of required documents.)
Involving investigation 90
Empowering and Connecting India

14. Empowering and Connecting India
Service Standards- PLI-RPLI
Services/
Transaction
Success Indicator
Service Standards
Unit
Transfer of policy from one Circle to another
Time taken for settlement on receipt of request 10
Days 30
DAYS
Paid up Value of policy
Revival of policy
Conversion of policy
Time taken from receipt of request 15
Settlement of following customer requests :
-           Loan against policies,
-           Change of address,
-           Change of nomination,
-           Assignment of policy,
-           Issue of duplicate policy bond
Empowering and Connecting India

15. Empowering and Connecting India
Service Standards- COUNTER
Services/
Transaction
Success Indicator
Service Standards
Unit
Booking 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) 5
Mins
Savings Bank and Savings Certificate Transactions* - Deposit, Withdrawals, updation of pass book
Savings Bank and Savings Certificate Transactions *-Opening of Account, Closure of Accounts, Issuance of Certificates, Discharge of Certificate
105
Note:    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- COMPLAINTS
Services/
Transaction
Success Indicator
Service Standards
Unit
Issue of Acknowledgement of complaint .
(Instantaneous in case of web registration
Time from lodging of complaint
-           at Customer Care Centre 1
Day(s)
By post or other means 7
Settlement of Complaints 60
Days
Settlement of complaint in cases requiring investigation 90
Empowering and Connecting India

17. Empowering and Connecting India
Service Standards- BOs
Services/
Transaction
Success Indicator
Service Standards
Unit
Sale 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/-, etc
Transaction Time at Branch Post Office 1
Day
Transaction 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, etc
Completion 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.
DAYS
Empowering and Connecting India

18. Empowering and Connecting India
Expectations from Service Recipients- MAILS
Address 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 parcels
To comply with instructions for articles prohibited
Affix 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 absence
Cooperate by producing ID on demand by Postmen or at the counter.
Insist on obtaining receipts for articles and money orders booked
Empowering and Connecting India

19. Empowering and Connecting India
Financial Services
Provide 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 claim
Empowering and Connecting India

20. Empowering and Connecting India
Sevottam
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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 process
The Quality Management System (QMS) developed by the Department of Administrative Reforms and Public Grievances, Government of India, is called SEVOTTAM
The term is a combination of two Hindi words – ‘Uttam’ + ‘Seva’= Sevottam
It 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 Delivery
1. Citizen’s Charter – that specifies and publishes the standards of service delivery
2. The Grievance Redress Mechanism that process complaints from citizens when standards in Citizen’s Charter are not met in the service delivery
3. Capacity Building for service delivery to bring improvements on a continuous basis

26. The Three Modules of QMS Sevottam Framework

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 Forum
Empowering 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
Composition
Process
Role of Postmaster/ASPs
Activity:
See that PMs hold Post Forum Meetings
regularly as prescribed

33. Responsibilities of the PM & ASPs
PMs
To fix the date of the forum quarterly meeting
To invite the members
To welcome the members & hold meeting with them
To listen to their problems/suggestions
To draw the minutes of the meeting
To issue copies to all concerned including Supdt.
To find the remedy of their problems & implement their worthy suggestions
To inform them about the action taken on the problems/suggestions
ASPs
To review the minutes received from PMs & put up to Competent authority with your notes
To facilitate the PMs needing any order/assistance/action/ permission/budget/direction/guidance
To supervise & monitor the conductance of meetings
To talk to customers occasionally
To attend the meetings occasionally
To 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 Office
Streamlining the pre-delivery processes
Streamlining the operations in the Post Offices
Streamlining the delivery process
Do:-
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 ADALAT
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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/Region
The Adalat is chaired by the Head of Division at Divisional level
Covers 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 timely
To receive their grievances & register them
To do/get the enquiries done timely in the cases received to facilitate on spot settlement
To put up progress to the Competent authority
To prepare replies/tentative remedies & brief the things to the competent authority at least a day before the date of meeting
To do arrangements of the Adalat
To receive & welcome the customers- greet & treat them
To take the notes on the day of Adalat & thank the customers after the hearing
To 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/Region
To respond to Circle/Region’s queries on the cases promptly
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39. THANK YOU