Presentation on theme: "Citizen Charter 1Empowering and Connecting India."— Presentation transcript:
Citizen Charter 1Empowering and Connecting India
India Posts products and services will be the customers first choice. Vision 2Empowering and Connecting India
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. 3Empowering and Connecting India Mission
Public Institutions, private businesses and print media, Government organizations, Other postal administrations, Philatelists 4Empowering and Connecting India Our Customers/ Clients
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. 5Empowering and Connecting India Our Services- MAILS
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 6Empowering and Connecting India Our Services- FINANCIAL
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. 7Empowering and Connecting India Our Services- PHILATELY
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. 8Empowering and Connecting India Our Services- COUNTER
9Empowering and Connecting India Service Standards -MAILS Services/TransactionSuccess IndicatorsService Standards Unit Delivery of First class mail Local and between Metro Cities 2Days Rest of India4-6 Delivery of Registered articles Local and between Metro Cities 3Days Rest of India5-7 Delivery of Speed Post Local and between Metro Cities 2Days Rest of India4-6 International EMS articles All International Mail articles are subject to customs examination 4-10Days
10Empowering and Connecting India Service Standards- MONEY TRANSFER Services/TransactionSuccess IndicatorsService Standards Unit Payment of Ordinary Money Transfer Local and between Metro Cities 3Days Rest of India4-6 Payment of Instant Money Order (Service available at specified offices) Booking to transfer to payee post office 15MINS Payment on production of code and ID by receiver at the destination post office 20
11Empowering and Connecting India Service Standards- POSB other than counter services Services/ Transaction Success IndicatorsService 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 1Days 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. 7DAYS
12Empowering and Connecting India Service Standards- POSB other than counter services Services/ Transaction Success IndicatorService 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. 30Days Transfer of Savings Certificate Time taken from the receipt of application for transfer at the post office. 30DAYS Issue of Duplicate Certificate Time taken from the receipt of application along with required documents : - at the post office of issue of the Certificate 30DAYS
13Empowering and Connecting India Service Standards- PLI-RPLI Services/ Transaction Success IndicatorService Standards Unit Acceptance Letter Issue of Policy Bond Time taken from the receipt of completed documents 15Days Settlement on Maturity of policy 30DAYS Settlement of claims on death of policy holder With nomination30DAYS Without nomination (time taken after production of required documents.) Involving investigation90
14Empowering and Connecting India Service Standards- PLI-RPLI Services/ Transaction Success IndicatorService Standards Unit Transfer of policy from one Circle to another Time taken for settlement on receipt of request 10Days 30DAYS Paid up Value of policy Revival of policy Conversion of policy Time taken from receipt of request 15DAYS Settlement of following customer requests : - Loan against policies, - Change of address, - Change of nomination, - Assignment of policy, - Issue of duplicate policy bond Time taken for settlement on receipt of request 10DAYS
15Empowering and Connecting India Service Standards- COUNTER Services/ Transaction Success IndicatorService 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) 5Mins Savings Bank and Savings Certificate Transactions* - Deposit, Withdrawals, updation of pass book Transaction time at the counter (excluding waiting time in queue) 5Mins Savings Bank and Savings Certificate Transactions *-Opening of Account, Closure of Accounts, Issuance of Certificates, Discharge of Certificate Transaction time at the counter (excluding waiting time in queue) 105Mins Note: At Project Arrow Post Offices *For Savings Bank and Certificate Transactions at Head Post Office.
16Empowering and Connecting India Service Standards- COMPLAINTS Services/ Transaction Success IndicatorService Standards Unit Issue of Acknowledgement of complaint. (Instantaneous in case of web registration Time from lodging of complaint - at Customer Care Centre 1Day(s) By post or other means7 Settlement of ComplaintsTime from lodging of complaint 60Days Settlement of complaint in cases requiring investigation 90
17Empowering and Connecting India Service Standards- BOs Services/ Transaction Success IndicatorService 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 1Day 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 India18 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 Expectations from Service Recipients- MAILS
Empowering and Connecting India19 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 Financial Services
Sevottam 20Empowering and Connecting India
PricewaterhouseCoopers Civil Servant citizen “How do we connect policy with operations?” politician “We sometimes assume that policies will implement themselves.” “The civil service requires a better delivery culture.”
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 15700 :2005 that was especially created for certifying achievement of excellence in service delivery in the government service sector Quality Management System called Sevottam framework aims at filling these gaps through a simple process
Sevottam seeks excellence by focusing on Quality Standards based Public Service Delivery only
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?
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 The QMS Sevottam framework provides the answer through three modules that help to identify Gaps in Service Delivery
PricewaterhouseCoopers The Three Modules of QMS Sevottam Framework
PricewaterhouseCoopers Simple Seven Steps that cover the entire QMS Sevottam framework
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 832 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.
Post Forum 29Empowering and Connecting India
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
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.
Post Forums: – Purpose – Composition – Process – Role of Postmaster/ASPs Activity: See that PMs hold Post Forum Meetings regularly as prescribed You are an Enabler of Change
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/guidanc e 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
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. DO SOME REINGINEERING
DAK ADALAT 35Empowering and Connecting India
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.
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
38Empowering 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