Course overview Duties of a postman Knowledge of records 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

Do you know your duties ???? Let us discuss

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

(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

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

What is Route Map & Beat List ? Let us see some examples……… Knowledge of important records What is Route Map & Beat List ? Let us see some examples………

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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)

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

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

It helps you to serve your customers better !!!!!!!!! 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 It helps you to serve your customers better !!!!!!!!!

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

Postman book Let us see a sample now….. 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 Let us see a sample now….. Rule 110 of PM Vol VI Part III

What is it’s importance? Intimation Slip What is it? What are its’ uses? What is it’s importance?

Intimation Slip A document served when…… Intimation slip is served 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 addressee’s 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?

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 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?

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

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 email……………………………………….. 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 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

Entries in Intimation Slip You have to inform the customer about the……………….. 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

Let us now see a sample

DEPARTMENT OF POSTS, INDIA 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

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. 1000 hrs. 1600 hrs. Saharanpur 9/9/2010 13/9/2010

Or through email……………………………………….. 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 email……………………………………….. 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 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 hours 9/9/2010 PO Tel. No. PO e Mail address PO Tel. No.

Knowledge of Procedures

Delivery procedures The right way of delivering articles

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?

Door delivery / Post Box / Post bag/Window Ordinary articles Door delivery / Post Box / Post bag/Window Registered articles (Domestic and International) Can be delivered to the addressee only Or to the person authorized by the addressee Speed Post (Domestic and International) Can be delivered to any person in the given address (Address specific ) SP Passport Addressee specific delivery

Insured Door delivery up to the value of Rs.500 Serve Intimation if value exceeds Rs.500 Money Order Can be paid to the Payee Or to the authorized person EPP Can 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 Paid Parcels

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

Delivery under acquittance Type of Article Where to Get From whom Registered article Delivery Slip Addressee / authorized agent Registered article with AD Delivery Slip and AD Card Insured Article Money order In the Form in Voucher portion and Ack Portion Payee / authorized agent Speed Post Any resident in the Address Speed Post with POD Delivery Slip and POD EPP Speed Post Passport Addressee only No need.. It is like unregistered article Should we get any acquittance for delivery of Direct Post?

special delivery procedures Spot quiz on special delivery procedures

Return Remarks

Standard Remarks Situation Proper Remarks Addressee refuses to take delivery of article Refused 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 instructions Left India Addressee expired Deceased Addressee is absent Intimation 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

Sample rubber stamp impression used by Madurai HO Is this as per the prescribed format? Please give your comments….

In correct Remarks

Where to affix the remarks Article Place for affixing return remarks stamp Ordinary Letter On the address side of the article (back side if no space on front side) Registered Letter On the address side of the article and on the AD card (if applicable) Insured Letter/Parcel Money Order On the voucher & acknowledgement portion Speed post/EPP On the address side of the article and on the POD (if applicable)

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……

Delivered articles Type of article What to give To whom Do not forget to get... Registered AD Card Registration PA Acquittance in Delivery slip VP Signed VP receipt -do- - VP Cash Registration PA/Treasurer (*) Acquittance in postman book Insured MO Signed MO voucher MO Paid PA Speed post POD Speed PA Articles with CD Cash (CD) Concerned PA/ Treasurer (*) Unpaid articles Cash Treasurer *- For computerized offices – Cash should be given to the Treasurer For Non Computerized offices- Cash should be given to the Registration PA

Undelivered articles Type of article What to give To whom Do not forget to get….. Registered Articles Registration PA Acquittance in Delivery slip VP VP articles & acknowledgement for delivery of intimation -do- Acquittance in postman book Insured MO Unpaid MOs MO Paid PA Cash Treasurer Speed post Speed PA Articles with CD Concerned PA Acquittance in delivery slip

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

Let us recap…

Before you go for delivery ….

Please check… before you go out for delivery…. 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

Are you ready for the Beat ??? Uniform Postman Bag Foot wears Grooming Appearance Identity card on display

Your bag should contain…….. Copy of the route map & Beat list Blank Intimation slips in the prescribed format Pen Ink Pad ( for thumb impression) Stamps for sale in the beat A bag for free pick up of articles Receipt book- RL/Speed Post booking (if authorized) A Note book to collect Customers database PO Pocket Guide

Our products & services

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

delivery related products Let us now see some delivery related products in brief…..

SPEED POST Government’s 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 customer’s door step

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

INTERNATIONAL SPEED POST DOCUMENTS MERCHANDISE 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; Goods for sale

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

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

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

Logistics Post Air Logistics Post Air – consignments are transported through Indiapost Freighter Available in the NE Region of India

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

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/-

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.

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 1st 20 gms Per article (for every additional 20 gms or part thereof) (Rs) Local (Rs) Inter City (Rs) 1.50 2.00 1.00 For both local and inter-city articles

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/-

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

Your role in Revenue generation 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

Sensitization to Project Arrow

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

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

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

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……………….

Some application areas

Technology Computerization Security related issues Supply of hardware for the office Installation of software Security related issues Password security Physical security Antivirus

Human resources Improving Knowledge, Skill and Attitude of the staff Training programmes Out sourcing wherever needed Maintaining Database of staff

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

Walls/ windows / doors Wall highlights/ edges Walls Counters Floors tiles Chairs Writing ledge facing the counter

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

Mail delivery Remittances 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

Do you think all this is possible? Let us discuss the issues now..

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

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

How do you assess your child’s performance in school ??? How do we assess the performance of our office ??

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

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)

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 time 30 minutes

Through Data Extraction Tool How can we assess KPI ? Through Data Extraction Tool What is DET???

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

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

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 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 What should you do so that your post office gets 100/100 ???

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

Secretary, Department of Posts receiving the Prime Minister’s award for Excellence