india post start plans
TRANSCRIPT
-
8/13/2019 India Post Start Plans
1/33
1
Strategic Plan Department of Posts
-
8/13/2019 India Post Start Plans
2/33
2
Table of Contents
Section Content Page
Number
Preamble 3
1 India Posts Vision, Mission, Objectives and Functions 5
1A Vision
1B Mission
1C Objectives
1D Functions
2. Assessment of the Situation 7
2A Potential forces impacting on India Post.
2B Stakeholders and their potential roles
2C What are our strengths and Weaknesses
2D Strengths and Weakness
3 Outline of Strategy 11
3A How will we engage our stakeholders
3B How will we build our knowledge and capabilities
3C Priorities
4 Implementation Schedule Annex. I
5 Linkage between Strategic Plan and RFD Annex. II
6 Cross departmental and cross functional issues 156A Linkage with potential challenges likely to be addressed in the 12th
Plan
6B Identification and management of cross departmental issues
including resource allocation and capac ity building
6C Cross functional linkages within departments / offices
6D Organisational review and role of agencies and wider public service
7 Monitoring and Reviewing arrangements 17
8 Strategic Planning process Annex.III
-
8/13/2019 India Post Start Plans
3/33
3
Preamble
The Department of Posts - India Posthas touched the lives of every citizen formore than 150 years, be it through mails, banking, insurance money transfer or
retail services. Ever since its existence it has enjoyed the trust and support of its
customers and stakeholders.
With the spread of telephony, internet and modernised banking services,citizens are used to new level of speed, transparency and quality. This has alsobeen the experience of other postal administrations in the world. In India,
customers of the postal service expect Department of Posts to provide a service
level similar to industry standards maintained by banks, insurance, express
industry, etc.
External consultations with stakeholders as a part of this Strategic Plan exercisehas brought out the expectations of the customers from the Department of
Posts to expand the range of its existing services with the use of IT. Some of the
responses are c ited below:
During external consultations, customers expressed expectation of higher qua lityof services in the post offices.
Improved quality of services
c our teous an d he lp fu l sta f f nea t , c lea n, sp ac ious . ..post of fic e, High and
sta nd ard ized q ua l ity of serv ic e, Dynam ic Que ue ma nag em ent , Tota l
c om pute risa t ion of p osta l o pe ra t ions
Customers today have a number of alternatives to most of the products andservice offered through the postal services. A number of e substitutes are a lso
available. Focus on meeting the needs and expectations of the customers will
be the key for the future success of the Department.
Post Forums in Project Arrow Post Offices India Post website
CBS to be in t rod uc ed ,
on- l ine co l lect ion of premium to be
started,
e -Co mm erc e t ie ups
t i e up wi th emp loymen t exchange job
por ta ls etc to make in format ion on
em p loym ent op po rtun it ies av a i la b le throug h
Post Off ice
PLI premium and RD Deposit to be
made online through net banking, debit
card or ECS
online shopping sites for home delivery
products
trac k and trac e for all articles
should issue a Digital Postal ID.
-
8/13/2019 India Post Start Plans
4/33
4
India post provides last mile delivery to important government schemes such asMahatma Gandhi National Rural Employment Guarantee Scheme, UIDAI
related services, old age pensions, scholarships to weaker sec tions. These
programs directly impac t the common citizen of the country. Improvement of
quality of services and greater transparency through IT services will contribute to
inclusive growth.
As in the case of India, postal administrations the world over are also obliged toprovide countrywide services and enjoy trust and loyalty of the customers. Manyof the advanced postal administrations such as Duetche Posts, Poste Italiane,
SwissPost, etc have inducted IT to modernise their network and thereby improve
the quality of services of their core businesses as the first step. These
administrations are now successfully innovating and diversifying their products
and services and are further leveraging the trust of the customers by entering
into new areas such as telephony, financial services, etc.
The Universal Postal Union (a specialised agency of the United Nations) has 191member countries including India. In the last UPU Congress in 2008 the following
vision for 2008-2014 was adopted :
The Postal Sec tor an essential component of the global economy.
It also stressed on three dimensional networks for postal services in the modern
context i.e., Physical, Electronic and Financial.
This strategy document attempts to spell out how India Post will meet the needsand the expectations of the customers so that it can retain their trust and
support, as well as regain lost ground due to poor quality of services.
-
8/13/2019 India Post Start Plans
5/33
5
Section 1: India Posts Vision, Mission, Objectives and Functions
Section 1A: Vision
India Posts products and services will be the customers first choice.
Section 1B: Mission
To sustain its position as the largest postal network in the world touching the livesof every citizen in the country.
To provide mail parcel, money transfer, banking, insurance and retail serviceswith speed and reliability.
To provide services to the 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 connectivityas a Government of India platform.
Section 1 C: Objectives
Modernise and consolidate the network
Provide best in class customer service
Develop financial Services
Grow in existing businesses
Develop professional workforce.
2
1
3
5
-
8/13/2019 India Post Start Plans
6/33
6
1D : Functions
Functions as defined for Department of Posts in Allocation of Business Rules
1 Provision of Mail and Parcel services including premium postal products, printing ofpublic postage stamps/commemorative stamps and all types of postal stationery.
2 Discharge of any other agency function on behalf of the Government as well asprovision of fee based third party services.
3 Matters relating to introduction, development and maintenance of all services bythe Post Office.
4 Promotion of feasibility survey, research and development in the field of ac tivitiesallotted to the Department.
5 Execution of works, including purchase of land debit able to the Capital Budgetpertaining to the Department of Posts.
6 Planning, operation and maintenance of the postal and mail services network andinfrastructure in the country.
7 Administration of the Postal and Rural Postal Life Insurance services.8 Administration of the Post Office Savings Banks and Post Office Certificate
Services.
9 International cooperation in matters connected with postal
communications, including matters relating to all international bodies dealing with
postal communications such as Universal Postal Union, Asia Pacific Postal Union
(APU), Commonwealth Postal Union.
10 Matters relating to administration of the Indian Post Office Act, 1898 and rules
made there under as well as other laws or enactments having a bearing on postal
activities, not specifically allotted to any other Department
-
8/13/2019 India Post Start Plans
7/33
7
Section 2: Assessment of the Situation
2A. Potential Forces Impacting on India Post
2.1 Need for change is driven by the following external forces :2.1.1 Globalization impacts in India Post in two different ways:
A high rate of economic growth opens up opportunities for expansion andparticipation in the new economic activity. With growth of business transac tions
into and from India, the role of multinational firms as competitors to India Post
poses a major challenge.
It also opens up India Posts formerly protected internal market to competitionfrom multi-national providers with international brand images, deep pockets
and experience in modern and technologically driven methods of doing
business.
2.1.2 Entry of the private sector with the entry of private sector in the traditional
monopoly business of India Post a level playing field needs to be established bylegislative action. While the multi-national providers are providing high priced
and speedy service in mail delivery, the low priced services offered by domestic
couriers are under cutting India posts business. In this context legislative process
will have to carefully ensure that its interests are not adversely affected while
ensuring a fair set of rules and regulations for all providers.
2.1.3 Growth of telephony - The growth and popularity of telephone especially
mobile telephone services has affected the traditional letter mail business. On
the other hand it has opened up opportunities for hybrid services and also
provides infrastructure for modernising postal products services.
2.1.4 Focus on Inclusive growth. The financial inclusion policy of the Government ispushing banks to devise new and cost effective ways of penetrating the hitherto
excluded and rural population. Unless India Post moves fast to occupy this
space and offer its platform to the banking system at large, it may lose the
opportunity of being the best agency for providing the platform.
2.1.5 Higher level of delivery standards - The economy is now almost entirelycommercialized and the need for cash, bank and insurance transactions is
clearly manifest. The mobility of the Indian population both within and without
the country has led to new and exacting demands on communication and
financial services. The speed with which communications and other
transactions need to be executed with high degree of reliability is now
measured in real time. The requirement for such services and products withimproved features of accessibility, transparency, reliability and speed are clearly
apparent in the market place. In this context, India Post has to enhance the
quality in speed and reliability - and offer the best value for its products and
services.
2.1.6 Developments in other Postal Administrations - A number of postal
administrations have successfully modernized themselves. There is a risk of losing
-
8/13/2019 India Post Start Plans
8/33
8
customers of the advanced countries to other service providers in the country, if
expec ted levels of service are not maintained by India post.
2B Stakeholders and their potential roles
2.2 India Posts primary stakeholders are its customers, employees and theGovernment of India.
2.2.1 Customers can exercise their choice as there are alternatives. Thereforeretention of the existing customers is crucial as also attracting new customers.
2.2.2 The employeesare India Posts main strength. The employees have supported IT
induction and the new initiatives. However, they could be a threat if change is
not effectively managed.
2.2.3 Government of Indiaas owner has been continuously supporting India Post. Ithas also supported India Post in its plans to modernise, expand and enrich its
product and services mix. It needs to give both legislative and financial support
as well as approvals for undertaking financial services such as setting up of Post
Bank and a full fledged insurance business. Government of India could alsoleverage India Post network to extend its services to its target population for
delivery of various soc ial security schemes. It could on the other hand opt to use
or support other organizations.
2C What are our strengths and weakness?
2.3.1 Strengths
It is the only network of post offices spread throughout the country which hasthe responsibility to provide communication, banking and insurance services
and products to every resident.
It has an extraordinary goodwill among the people who have no problem inga ining easy access to its network.
It is one of the oldest institutions of the Government of India which is well knownto the customers and has well established and time tested procedures.
In the rural areas where 85% of the post offices are located the workforce ismainly local and is therefore known to the community served by the Post Office.
It has a large and skilled manpower. Many of the products and services have features which are suitable for the
average citizen, daily delivery on doorstep, delivery in cash at doorstep for
money orders, small transactions in Post Office Savings Bank.
Its operations are funded by the Public Exchequer.
-
8/13/2019 India Post Start Plans
9/33
9
2.3.2 Weaknesses
There are legacy issues in converting a 150 year old government department todeliver quality of services and products in competition with the private sector.
There are varying levels of infrastructure. The infrastructure is inadequate innewly developed urban pockets and in rural areas.
Customers are unable to get full benefits of IT induction such as track and traceetc, due to limited use of technology. Customers have a perception of poor service.
A number of players and substitutes operate in the market where once onlyIndia Post operated. There is no mechanism for gathering market intelligence to
enable response to the changed situation.
Partial modernisation and automation lead to lack of standardisation. Slowprocessing and poor reliability of services is due to lack of mechanization,
interconnectivity and computerization.
Workforce - Due to ban on recruitment in the last five years direct recruitmentshas been limited. Therefore workforce is ageing. The attendant problem is
disparate levels of skill in using IT.
There is a lack of performance based culture along with poor monitoringsystems and ineffectual internal marketing.
Lack of scientific costing has resulted in lack of awareness of cost of productsand services.
2.3.3 Opportunities
Given its already extensive network, it is also possible and necessary for IndiaPost to incrementally expand its network and reach by exploring the franchisee
and outsourcing models in a cost effective manner. This will enhance the overall
viability and efficiency of India Post and enable the inclusion of many residentscurrently not being served or ill served - mainly in rural areas
Focus on inclusive growth by the Government provides an opportunity toleverage the network for last mile delivery. A lrea dy p aym en ts a re be ing ma de fo rMNREGS, old a g e a nd a num b er of oth er pe nsion s. Data for Co st Pric e Inde x for rural
area s is c o l lec ted throug h the Branc h Post Off ic es a nd rec ent ly the sam e ha s be en
b roug ht o ut for the fi rst t im e.
Sustained growth in the economy means more business which providesopportunity for a variety of products such as Direc t Mail, e-Commerce, B to C
mails, parcels and logistic services etc .
There is untapped potential in terms of money transfer for migrant population,small businesses which cater to all India market, mail services for recruitment by
-
8/13/2019 India Post Start Plans
10/33
10
organisations and transactional B to C mails. An average Indian receives 10 mail
items per annum as compared to 200 mail items in Germany and 600 in US.
Similarly 80% of rural market is not covered by insurance and 40% rural
population has no ac cess to institutional c redit.
India Post is presently implementing its three flagship projects - India Post 2012fornetworking and IT induction in all post offices, Project Arrow for improving thelook and feel of post offices and Mail Network Optimisation Project for
optimising the network from collection to delivery and standardising theprocesses. These three projects will give platform for modernising, expanding the
range of products and services and enhancing the quality of services.
2.9 Threats
The main threat is of an underestimation of the value and potential of theextensive network of India Post and the extraordinary opportunities it presents for
providing a platform for last mile delivery.
The entry and expansion of private sector and other public sector operators incommunications, mail, banking and insuranc e sectors present another threat toIndia Post.
An (internal) threat could be that India Post and its employees may be unwillingor unable to meet the challenges it faces and to seize the opportunities
presented to them.
-
8/13/2019 India Post Start Plans
11/33
Section 3
3.1 Th
cu
Fir
Se
3.2 Th
i.
iii.
3.3 Th
st
ini
A:
Strategy
stomers. Th
t Phase
cond Phas
first phasThe
imple
These
custo
provid
capa
for imp
The a
resear
the Po
create
three
e secondbilising the
iatives de
Indiapo
Enterpriseinductionmodernisa
Out
is aimed
is strategy
will have
ctivities
entation
three pr
er servic
e the fou
ility to do
roved gov
tivities of
h, custo
st Bank of
d by IT in
lagship pro
haseof thchanges
eloped in
t 2012
wide ITndion.
line of Stra
t making
is marked
To modeand the c
Develop i
core busi
To imple
phase.
To achiev
initiatives a
f the fir
f the three
jects are
s, proces
ndation f
business.
ernance.
the secon
er satisfac
India. The
duction, q
jects.
strategy
rought ab
he first ph
Pro
Poimpsercus
egy
products
y two pha
nise postalore operat
nitiatives f
esses to m
ent the
e best in cl
nd activiti
t theme
ongoing fl
compreh
ses and c
r IT base
hey will al
d theme
tion surve
bjective
uality and
ill be dom
out by the
se.
ect Arro
t Office -rove qualitices andtomer expe
f India Po
ses of dev
network,ions.
r moderni
eet custo
initiatives
ass custo
s around t
will revo
agship pro
ensive an
ore busin
d quality
o call for
ill be to c
s, obtain
ill be to b
capabilit
inated by
projects a
y of
rience.
st the first
lopment-
ost office
ing and e
er expect
develope
er service.
wo theme
lve aroun
jects:
d cover
sses. The
services a
ome struc
onduct st
pprovals
ild on the
enhance
ctivities re
d implem
Mail NOptimi
Mail Nconsolinetwormail prautom
choice of
s, mail offi
xpanding
tions.
in the
:
d succes
the netw
projects
nd enhan
ural chan
dies, mar
or setting
opportuni
ment by
lating to
nting the
tworkingation Pro
etowrk -ate mail, improve
ocessing,tion.
11
its
es
he
irst
ful
rk,
will
ce
es
ket
up
ies
he
andect
nd
-
8/13/2019 India Post Start Plans
12/33
12
3.4 The initiatives for the first and second phase as per our strengths and
weakness are given in the following table:
Pursue policy initiatives that fit our strengths Leverage our strengths
IT induction will make access easy andsimplify use of postal service to c ustomers.
Improve and expand services in ruralareas through rural ICT.
Expand financial services to meet theneeds of customers for no frills and simple
banking and insuranc e facilities.
Create synergy between various financialservices to make it easier for customers
who use banking, insurance and money
transfer services.
Opportunity for the staff to acquire newskills to operate in a modernised network.Lead to motivation and self esteem.
Introduce modernised mail and moneytransfer products which so as to meet
customer expectations.
Provide payment gateways, multiplechannels for customer service and 24x7
services.
Increase market share in parcels, logistics,and e-commerce by leveraging IT
induction.
Upscale capac ity to provide a wide rangeof last mile services for inclusive growth.
Synergise virtual post office and suitablefranchisee model to cover underserved
areas.
Create opportunities for the staff tocontribute in the improvement process inthe organisation.
Convert Post Offices to become places ofchoice for customers to do business.
Improved ambience and quality ofservice.
Post Bank of India for promoting financialinclusion
Defensive plan to prevent susceptibility tothreats
Overcome weakness
Strengthening the internal and externalcommunication as a part of image
building.
Multiple channels for customers to servicetheir needs call centres, portal, etc.
Post Bank of India to counter threats frominitiatives of banks for promoting financ ial
inclusion
Reduction of manual and repetitive work.
Modernise internal processing andstandardise operations.
Visibility of data to customers and real timesettlement of enquiries through IT
induction.
Acquire knowledge and businessintelligence to improve understanding of
the market.
Standardise process, consolidation ofnetwork and overcome legac y issues.
Use of IT for modern monitoring systemsand KPIs of projects for ushering
performance based culture.
Scientific costing for true assessment ofcosts.
-
8/13/2019 India Post Start Plans
13/33
13
3 B: How will we engage our stakeholders?
The three flagship projects are already under implementation. Due processof engagement has been followed while implementing the projects.
The second phase involves market studies, customer surveys, consultationwith government as a part of the approval process for new schemes.
Consultations with staff will be taken up prior to introduction of new initiatives.
3 C: How will we build our knowledge and capabilities?
Consultants have been assoc iated in developing the three flagship Projects. InIndia Post 2012 and Mail Networking Optimisation consultants are hand holding
in the implementation stage also. This is also brining in new learning and
exposure to best practices and project management.
It is proposed to use external resources for customer satisfaction survey andmarket research. This will be done for three years.
International exposure to officers and supervisors on how postal administrationshave modernised themselves successfully as a part of development programs
and other foreign training.
It is expected some specialised cadres will need to be inducted by suitablemodes for management of specific areas such as CBS, IT maintenance.
-
8/13/2019 India Post Start Plans
14/33
-
8/13/2019 India Post Start Plans
15/33
15
Section 6: Cross departmental and cross functional issues
6A Linkage with potential challenges likely to be addressed in the 12thPlan
6.1 India Post will fit into the overall policy and programs of the Government of India
and meet the Challenges likely to be addressed in the 12th
Plan viz.;
Enhancing capacity for growth India Post will contribute to this objective by mobilising savings through its
savings bank and Post Bank services.
By enterprise wide connec tivity India Post will be contributing to thenetworking process currently underway in the country. It will be a
significant All-India network which both individuals, corporate. and
governments can use to ensure speedy and reliable services
India Post will undertake an expansion of its network in the rural areas byopening post offices and franc hised outlets in underserved areas.
Assist in empowering and informing all citizens By making available a system of communication at affordable costs India
Post will be assisting in the dissemination of information. It will also put
within reach of customers opportunities in distant locations without they
having to go there.
Bringing technology to improve speed of service delivery and ensure reliabilityof operations
The entire strategy of India Post is to bring technology of the best kind tothe rural network to be able to deliver services at the quickest pace both
on its own behalf as well as that of its clients especially Government.
Managing urbanization by providing a secure an effective link for migrantworkers to transmit information and funds to their families.
Migrant workers find it difficult to establish and retain a reliablecommunication link with their distant home and a lso to transfer money
and goods to their families there. India Post will make a special effort to
offer services to such workers
-
8/13/2019 India Post Start Plans
16/33
16
6. B Identification and management of cross departmental issues including resource
allocation and capacity building
Consultation will be required with:
Central Government Ministries who have schemes for financ ial inclusionsuch as Ministry of Rural Development and State Governments
Ministry of Finance Ministry of Statistics and Program Implementation
Unique Identification Authority of India PFRDA
RBI
These consultations are required to be taken up at various stages of the Projects.
Resource allocation cannot be anticipated at this stage.
6 C Cross functional linkages within departments / officesDepartment of Posts is a single entity with functional divisions. Therefore a whole
of organisation approach will be adopted.
6 D Organisational review and role of agencies and wider public service
The interface of customers and citizens with the Department is through thepost offices. These units display the delivery standards in public place. Further
Post Forums are active in Project Arrow post offices where representatives
can discuss the improvement initiatives in the Post Offices.
India post is an operational department and customers can lodge theircomplaints in the event of failure of service, at any post office or on the
Departmental website. Well established customer grievance redressal
mechanism is in place.
The strategic initiatives being adopted are in consonance with theAdministrative Reforms Commission recommendations for rationalisation.
India Post needs to plan for the long term, based on a well thought outstrategy and to institutionalize this as an on-going process, based on close
monitoring, market surveillance, customer feedback, evaluation and, where
necessary, course correc tion as the strategy is implemented.
-
8/13/2019 India Post Start Plans
17/33
17
Section 7: Monitoring and Reviewing arrangements
Project Management Unit for each Project. Regular monitoring mechanism is in place where every fortnight Sec retary
reviews the performance of the Circles through Video Conferencing on Project
Arrow, financial review and performance of RFD targets. Monitoring tool Data
Extraction Tool creates a dashboard for monitoring performance of project
arrow post offices.
Customer Satisfac tion Survey and Market Research each year will give anindication of the performance of the business.
Regular monitoring will be done by each Division on various operations.
.....................................
-
8/13/2019 India Post Start Plans
18/33
Implementation Plan for Strategic Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
1.1
Enterprise
wideIT
induction
1 SupplyofHardware
to departmental
offices.
Computerisethe
remaining
Departmental
Offices.
Business
Ownersof
the
respective
solutions,
PMU
personnel,
committee
membersof
Solution
Deployment,
Technology
Division
100%
computeris
ationof
the
Departmen
talOffices
Number 11411
Departmental
postoffices
Remaining
post
officesand
916Mail
offices,
TMOs,
HROsand
SROs
Maint
&
monit
2
Rural
ICT
solutions
i.ITinductioninrural
postofficesthrough
developmentof
solutionsforall
activitiesof branch
postofficesincluding
introductionofnew
services,value
additions,
ii.Hardwaresupply,
iii.Trainingonnew
systems.
iv.Network
connectivity.
Business
Ownersof
the
respective
solutions,
PMU
personnel,
committee
membersof
Solution
Deployment,
RBDivision,
CEPTMysore
Project
SLAs Stage
of
implementati
on
Development,Testing
andPilot
runin
locations
identified
Rural
soluti
rollou
locati
-
8/13/2019 India Post Start Plans
19/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
3 Integratedscalable
software
i.Developand
implementSoftware
for
Mail
solutions,
ii.Developand
implement solutions
forHR
Administration,
Servicing,Payroll,
Finance&Accounts,
Inventory
Management)
iii.Coresystems
integration Mails,
RuralICT,Postal
BankingandPostal
LifeInsurance.
iv.SettingupCall
Centre
v.Creationofaweb
portal
Business
Ownersof
the
respective
solutions,
PMU
personnel,
committee
membersof
Solution
Deployment,
CEPTMysore
Project
SLAs
Stageof
implementati
on
Design,
Developme
ntand
Testingof
proposed
solution
Pilota
Rollou
Softw
Soluti
acroslocati
4 ITsolutionsforPostal
BankingandPostal
LifeInsurance
i.PostalBanking
Solutionsforall
bankingfacilitiesand
introductionofCore
BankingSolutions,
ii.SolutionsforPostal
LifeInsurancefore
enablement
Business
Ownersof
the
respective
solutions,
PMU
personnel,
committeemembersof
Solution
Deployment,
CEPTMysore
Project
SLAs
Stageof
implementati
on
Developme
nt,Testing
andRollout
ofCBS&
PLI
Solutions
atpilot
locations
Rollou
CBS&
Soluti
acros
locati
-
8/13/2019 India Post Start Plans
20/33
-
8/13/2019 India Post Start Plans
21/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
1.2
Modernisat
ionofMail
processing
1 MailNetwork
optimisationProject
i.Optimisemail
network,
ii.
Define
optimised
processes,
iii.Implementthe
newprocessesand
measureasperKPIs,
qualitymeasurement
throughtestletters
Iv.Supplyofmail
handling toolsand
equipments,
v.improveLookand
FeelofMailOffices
DOP Develop
and
implement
comprehen
sive
set
of
KPIs
monitoring
KPIs
Optimise
processesfor
SpeedPost
anddevelop
KPIs
for
performance
measurement
fortop20
cities
Optimise
processes
for1st
classand
second
classmail
intop20
citiesand
develop
KPIsfor
performan
ce
measurem
ent,extend
rolloutof
optimized
processes
inspeed
postfor
restof69
hubs,
supplyof
toolsand
equipment
s,Quality
measurem
entrhough
electronic
testletters
Rollo
optim
proce
forFir
2nd
cmaila
suppl
equip
inres
count
-
8/13/2019 India Post Start Plans
22/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
2 AutomationofMail
Sorting,Processing
i.Settingupof
automatedMail
Processing
Centre
in
metros.
DOP,Airport
Authorityof
India/Airport
developers
No.ofsites
installed
Number Site
preparation
and
procurement
process
for
Delhiand
Kolkata
Commissio
ningof
AMPCsat
Delhi&
Kolkata,
Finalisation
ofRFPfor
AMPCsat
Mumbai,
Chennai,
Hyderabad
&
Bangalore
Comp
of
procu
tproc
AMPClocati
3 Mechanisationof
BusinessMail
deliveryand
collectionatMail
Hubs/PostOffices
DOP Number nil Assessmen
tof
requireme
ntand
preparationof
proposal
Procu
tand
of50
vehic
4 Modernising
monitoringofMail
MotorVehicles
throughGPS.
DOP Number Nil SetupGPS
systemon
100
Vehicles
Setup
system
850V
-
8/13/2019 India Post Start Plans
23/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
5 DevelopAddress
databaseofcitizens
standardise
addressingandcreate
a
database
improve
deliveryofservices.
DOP,NIC,
UIDAI
Numberof
PINcode
areasfor
which
address
datais
collected/P
INcode
maps
digitised
Number AllPINcode
areasinDelhi
andKolkata
Digitisation
ofPIN
mapsof
200district
HQs
&Collection
ofaddress
dataofall
PINcode
areasin
Mumbai,
Chennai,
Bangalore
&
Hyderabad
Digitis
ofPIN
of200
Distri
&Collofadd
datai
code
ofnex
25cit
6Develop
integrated
mailandparcel
processingfacilities
constructionof
building
DOP,Airport
Authorityof
India/Airport
developers
No.of
sites
developed
Number nil
Proposal
forsite
preparatio
n/construct
ionat
Mumbai
Appro
propo
site
prepa
/cons
n at
Mum
7 InternationalMail
Network
Management
International
airlines,IM
div
Online
generation
ofbills
Date 31.3.2012 ongo
2.1
Enhance
Qualityof
services
1 ExpansionofProject
Arrowtomorepost
office
Improvepost
officelookandfeel
andCoreAreas
Customers,
CPMsG,staff
Coverage
ofpost
offices
Number 530 Internal
Reviewof
100Head
Postoffices
1000
-
8/13/2019 India Post Start Plans
24/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
2 ImproveQualityof
services obtain
Sevottam
certificationunderIS
15700:2005
DARPG,BIS,
Postoffices
Obtain
Sevottam
Certificatio
nunderIS
15700:2005
Numberof
Postoffices
certified
20 20
3 AdoptionofUPU
QualityApplications
Systemsfor
Internationalmail
operations
Customersof
international
mail
Numberof
officesof
exchange
where
systems
installed
Number 4
4 Settingupofcall
centresfor
internationalpostal
services
Customersof
domesticand
international
mail
Settingup
ofcall
center
Date 31.3.2013
2.2
Improve
accessto
services
1Adoption
of
Modified
Franchiseemodel
Peopleand
householdsin
underserved
areas,and
prospective
franchisees
Numberof
Franchise
outlets
opened
Number 110
100 100
2 Openingofpost
officesin
underservedareas
peopleand
householdsin
underserved
areas
Numberof
postoffices
opened
Number 85BOsand70
SOs
70BOsand
50SOs
70BO
50SO
-
8/13/2019 India Post Start Plans
25/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
3.
Modernise
andexpand
Financial
Services
1 Settingupof
Postbankexpand
postalfacilities.
Parliament,
MoF,RBI,
NABARD,
Customers,
Completion
ofeach
subactivity
ineach
year
completion
ofeachsub
activityin
eachyear
settingup
ofcore
teams &
initiating
DPR
&
necessary
clearances
Initiatingof
ActforPBI
once
approvals
arein
place.
settin
PostB
Pilot
2 Increasedcoverage
ofinsuranceofrural
population
DoP,MoF
andother
GovtDept
Increasein
coverage
Numberof
policiesin
millions
4.5 2 2
3 Expansionof
CoverageofPostal
LifeInsurance
throughengagement
ofagents
DoP,agents Number
appointed
Number 3000 3000 3000
4 Creationofa
separatebusiness
unitforremittance
services
DoP,RBI,MoF,
customers&
entitieswith
whichDoP
willbe
collaborating
privatesector
remittance
entities
Completion
ofeach
subactivity
completion
ofeachsub
activityin
eachyear
Reviewof
performance
conducting
customer
survey
w.r.tto
each
product
settin
abus
unitt
explo
synge
custo
n
-
8/13/2019 India Post Start Plans
26/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
5 Implementaccrual
Accounting
DAP,CPMsG,
consultant
Acheiveme
ntof
project
Timelines
Percentageof
offices
covered
Completionof
pilotprojectin
twopost
officesand
acceptance
of
projectreport
Preparatio
nofasset
registerof
allHPOsto
be
completed
Prepa
ofPro
Loss
accou
and
bsheet
accou
units
4.
Modernizat
ionof
products
and
services
1 Market Research &
Develop a range of
productsandservices
Conduct surveys for
next three years to
study the market and
customer needs and
develop
suitable
products and
services.
Customers,
staff
Resultof
annual
survey
reports
Acceptance
ofreports
Annualreport
ofresearch&
survey
Annual
reportof
research&
survey
Annu
repor
resea
surve
2 Customer
Satisfaction Survey
Conduct surveys for
next three years to
study customer
satisfaction
Customers,
staff
Resultof
annual
survey
reports
Acceptance
ofreports
Annualreport
ofresearch&
survey
Annual
reportof
research&
survey
Annu
repor
resea
surve
3 Upgradtionof
infrastructureto
supportmodernised
products
and
services
CPMsG,
customers,
staff
Augmentat
ionof
existing
infrastructureand
creationof
new
infrastruct
ure
Numberof
units
technologicall
y
upgraded
50 100 100
-
8/13/2019 India Post Start Plans
27/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
4 Development&
Implementationofa
CorporateBranding
plan
CPMsG Numberof
offices
undergoing
branding
Number 2000 2500 2500
5
Scientific
costing
of
productsandservicesDiv
heads,
Consultants,
Financewing
Completion
ofcosting
exercise
Stage
of
implementati
on
RFP
to
be
issued Award
of
work Accepofstu
repor
Imple
tiono
costin
meth
y
5.Enhance
Professiona
lismand
specialisati
on
1 Expansionand
Upgradationof
Training
Infrastructure
Planning
Commission,
Ministryof
Finance
,PostalCircles
andDOP
HQs
DOP&T
Increasein
capacity
Numberof
traineeseats
increased
480 400 30%
increa
traini
capac
alble
endo
Plan
-
8/13/2019 India Post Start Plans
28/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
2 CapacityBuilding
i.ConductTNA,
II.Developtraining
programs
iii.
Conduct
development
programsforspecific
cadres,specialised
trainingsforspecific
jobs,softskilltraining
forforntlinestaff
Iv.ConductProject
relatedtrainings.
Planning
Commission,
Ministryof
Finance
Postal
Circles
andDOPHQs
Vendorsand
Change
Management
Consultant
forIndiapost
2012
Consultant
forMail
networking
and
Optimisation
Reputed
Institues
Employees
andCadres
DOP&T
Developme
ntand
Completion
ofthe
identified
training
programs
Developme
nt
Programs
Inservice
Programs
Specialised
Programs
Skill
Developme
nt
Programs
Percentageof
workforce
trainedfrom
12thPlan.(
For
11th
Plan
thenumber
ofstaffunder
eachprogram
willbeused
asperthe
EFC.)
67340 75500 Cover
20%o
stafff
traini
-
8/13/2019 India Post Start Plans
29/33
Strategic
Initiative
Activities Stakeholder
engagements
Performan
ce
indicator
Measuremen
tIndex
Milestones
Mar11 Mar12 Mar1
3 Researchand
Development
i.Tocontinuously
upgradethetraining
programs
by
research,studyand
TrainingNeeds
Analysis,
ii.Supportinitiatives
likedesignofnew
programs,best
practicesintraining
andnew
developments,
iii.ConductStaff
satisfactionsuveryto
ascertainareasfor
improvement,
iv.Introduce
eLearning.
Planning
Commission,
Ministryof
Finance
(Consultation
andapproval
ofEFC),
PostalCircles
andDOPHQs
(For
implementati
on)
Customer
PostForums
anyother
interfacefor
feedbackon
qualityof
serviceand
frontline
staff.
Employees(
for
consultation)
Creationof
Training
R&DCell
Numberof
new
training
initiatives
developed
Numberof
new
programs
introduced
Staff
Satisfaction
Survey
completed
New
programs
initiated
Groundwork
forcreationof
R&DCell
Approvalof
EFC
Creat
theCe
4 Change
Management:
i.Stakeholder
managementforthe
IT
induction
project,
ii.Communications
management,
iii.Capacitybuilding,
iv.Training
management
Consultants,
DDGTrg,
vendors,
PMU
personnel,
committee
members
Acheiveme
ntof
project
SLAs
Stageof
implementati
on
RFPtobe
issued
Stakeholde
r
engagemen
ts
Capac
buildi
traini
perSL
-
8/13/2019 India Post Start Plans
30/33
Section5:LinkageswithRF
Objective Strategic Initiative Activity
Modernise andconsolidate the network
Enterprise wide Itinduction Implement Indiapost 2012 project. Hardware supply to Departmental Pos Rural ICT Solutions Post Office banking and PLI Integrated scalable software solution
Centre, Disaster Recovery Centre, Ne
Modernisation ofmail processes
through Indiapost2012
Implement Mail Network Optimisation Proj
Automation of mail processing, Mechanisation of business mail deliver Monitoring of Mail Motor vehicles thro Develop address databases Develop integrated mail and parcel p
buildings
Provide best in classquality of services
Enhance Quality ofservices Expand Project Arrow to more Post Office
-
8/13/2019 India Post Start Plans
31/33
Objective Strategic Initiative Activity
Quality services at the Post Offices imfeel of the post office and its core ope
Project Arrow to more post offices.
Sevottam
Selected post offices to be developed to
standards
Adoptionof UPU quality applications symail systems
Setting up of call center Improve Access to
services Adoption of Modified Franchisee mod
Opening of post offices in underservedDevelop Financial
Services Modernise and
expand Financial
Services
Post Bank of India
Setting up of Post Bank in India
Insurance
Increased coverage of insurance of ru Expansion of coverage of Postal Life In
Life Insurance through Agents.
Remittances
Creation of separate business unit for rem
-
8/13/2019 India Post Start Plans
32/33
Objective Strategic Initiative Activity
Modernise accounting system
Implement Accrual Based Accounting
Grow in existing
businesses Modernise products
and services Market Research & Develop a range o
services
Customer Satisfaction Survey Upgradtion of infrastructure to support
and services
Develop and implement a Corporate Scientific Costing of products and serv
Develop professional
workforce Enhance
professionalism and
specialisation.
Expansion and upgradation of Training Inf
Capacity building initiativesthrough follow
Development Programs Departmental Programs Specialised Training Programs Softskill Training Rural entrepreneur program for BranchResearch and Development activitiesfor t
TNA, Staff satisfaction survey, developmeninitiatives and staff satisfaction survey.
Change Managementinitiatives for timely
projec ts.
-
8/13/2019 India Post Start Plans
33/33
Annexure III
Strategy Process
Activity Date
DoPs ini t ia t ive for Stra teg y Plan ning
1.Series of workshops held with Members of the Postal Service Board,Senior officers in HQs and Heads of Postal Circles to revamp theVision, Mission, core values and the long term objectives of the
Department.
May 2009 -Jan 2010
Proc ess af ter the in it ia t ion of st ra teg y p la nn ing b y Performa nc e Ma na ge m ent
Div
2. Strategic Planning initiative launched by PMD January, 20103. An Action Plan prepared and submitted to PMD February 20104. The new Vision and Mission was adopted by Postal Services Board 5.3.20105. Committee constituted to draw up the Strategic Plan 28.4.2010
i First meeting of the committee held 24.5.2010ii Inputs collected from Plan implementation Division of the Dte. May- June2010
iii Interim report submitted to PMD 2.7.2010
iv Second meeting the Committee held to discuss broad directions of the
modes of engaging in stakeholder consultations
12.8.2010
6. Consultations held with M/s Mckinsey & Co., India Posts consultantfor the Mail network Optimisation Flagship project on strategy
process
Sept 2010
7. Workshop held in collaboration with the consultants to devise theroadmap
1.10.2010
8.
Multi-pronged stakeholder engagement programme initiatedi Consultations held by the Chairperson of the Committee with major
service Unions and inputs received
October 2010
ii Views of members Post Forums of more than 250 Post offices from all
postal circles obtained
October, 2010
iii Consultation held with FICCI, CII and Madras Chamber of Commerce October, 2010
9. Five-day workshop on Strategic Planning organized in IIM Bangalorefor 23 officers drawn Dte and field formations
24 to 30th
October 2010
10. Expert opinion obtained from a team headed by Prof Gautam Pingleof Administrative Staff College Hyderabad
7-9 Jan 2011
11. Draft strategy document went through several rounds of vetting bysenior officers
Dec 2010 - Jan
201112. Interim presentation on the strategy made to PMD 18.1.201113. Feedback from general public sought through Departmental website January 201114. New Vision, Mission and Objectives formulated as part of the
Strategy Planning processJanuary 2011
15. Draft Startegic plan circulated to Members of Postal Services board 21.02.201116. Revised Vision, Mission and Objectives approved by MOC&IT 03.03.201117. Final draft submitted for approval of MoC&IT 07.03.2011