India Post is the largest postal network in the world. It provides postal facilities within reach of every citizen in the country through its vast network at affordable prices. From 23,344 post offices at the time ofindependence to 1,55,035 post offices as on 31.3.2008 (1,39,173 Post Offices are in rural areas and 15,862 Post Offices in urban areas), India Post has made a long journey. It is credited with the largest postal network in the world with one post office serving 7174 people and covering an area of approximately 21.2 sq. kms.
I. PROJECT ARROW
Department of Posts has launched a pilot project ‘Project Arrow’ to lay the foundation for a comprehensive, long‐term transformation of India Post. The project ensures at providing a fast, reliable and efficient postal services to the customers. The ultimate test of success of this scheme is to provide a better experience to the customers, both in terms of the ambience of the post office and quality services to the customers. 1000 post offices have already been covered and proposed to extend the project to another 4500 post offices.II. NEW MAIL PARADIGM
With rapid economic growth and technological advancement, the mail profile in India Post in terms of volume has shifted to Business‐to‐Customer (B2C) and Business‐to‐Business (B2B) segments. To be in line with this transformation, India Post has leased three dedicated freighter aircraft for carriage of mail, parcel and logistics to and from the North Eastern region operating six days a week on Kolkata‐Guwahati‐Imphal‐ Agartala‐ Kolkata and the metro cities such as Delhi, Mumbai, Chennai, Kolkata and Bangalore with Nagpur serving as the mail exchange hub. India Post has also set up 162 Mail Business Centres.
III. IT INDUCTION
Out of a total of 25531 departmental post offices, 12604 POs including those in the rural areas have been computerised. 1304 Post Offices have been networked through leased lines so far with the National Data Centre. Further 5170 Post Offices have been networked through broad band. The strong IT‐ base has made it possible to offer a range of e‐enabled services to our customers as shown below:
iMO
An on‐line web‐based domestic money transmission service called iMO was launched in January 2006 which enables the customer to receive money in minutes from any of the post offices providing this service. Under this service, a person can send amount from Rs.1000/‐ up to Rs.50, 000/‐ in one transaction instantly. The service is functional in 2175 locations across the country.
eMoney Order (eMO)
The electronic money order, which has been launched in October 2008, facilitates transmission of ordinary money orders through electronic media without any extra charge. At present 8003 post offices are offering this service.
e‐Payment
e‐Payment is a ‘Many to One’ service through which bills (telephone, electricity, municipal dues, taxes etc.) are paid by customers in Post Offices which are then electronically consolidated and paid to the service provider. The service is presently available in about 8457 Post Offices across the country and will soon be
extended to all 12604 computerized Post Offices. The Cabinet Committee on Economic affairs has approved, a Project management Unit in the Department to conceptualize, plan, implement and monitor the plan schemes for computerisation and networking of all the post offices in the country. The Department has engaged an IT consultant to assist in preparing the roadmap and strategy for the same.
IV. FINANCIAL SERVICES
Postal Finance Mart
Postal Finance Mart (PFM) offer all the financial products and services under one roof “One Stop Shop for Financial Services” in a fully computerized office supported by technology, at par with reputed banking institutions.
Core Banking solution for Post Office Small Savings Scheme customers
Any‐where, Any‐time and Any branch banking i.e. Core Banking Solutions (CBS) is included in the 11th Five Year Plan with a financial outlay of Rs. 106 crores for development of CBS software and other related activities. This will support Post Office Savings Bank and Saving Certificates business with improved operational
efficiency, to Small Savings Scheme customers from 4,000 post offices.
V. PREMIUM SERVICES
The revenue from premium products such as Speed Post, Bill Mail Service and Business Post has been growing consistently per annum. From Rs. 425.74 crores revenue booked in 2003‐04, it achieved Rs.1435 crores in 2008‐09. One of the premium products, Speed Post, which is covering more than 1200 towns is now having a market share of 27% in the courier segment.
VI. LEVERAGING OF THE POSTAL NETWORK
National Rural Employment Guarantee Scheme (NREGS)
The Department of Posts is discharging the responsibility to disburse the wages to NREGS beneficiaries through Post Office Savings Bank account. Currently operational in 19 Postal Circles comprising of 21 States, the scheme is operational through 90,000 post offices (including HOs/SOs/BOs). Nearly 4 crore NREGS
accounts opened up to November 2009, disbursed approximately Rs.4900 crores in this financial year alone.
Tie‐Up With SBI:
India Post has tied up with State Bank of India to sell its assets and liability products through identified post offices. Initially, started in five states of Tamil Nadu, Andhra Pradesh, Karnataka, Maharashtra and Jharkhand, the scheme is extended to 23 States and UT. The total liability products sold so far amounts to Rs. 37 crores and total asset products sold amounted to Rs.12.98 crores. The scheme is proposed to be implemented in 5300 post offices throughout the country.
Tie‐up with NABARD
The Department of Posts in collaboration with NABARD is providing the facility of micro‐credit to Self Help Groups (SHGs) through identified post offices on agency basis. The corpus fund for implementing this project is given by NABARD in appropriate instalments. The pilot is in operation in five districts involving seven
divisions of Tamil Nadu Circle. So far, 800 SHGs have been provided with a loan of more than Rs 1.9 crores.
ICICI Prudential Life Insurance
Department of Posts has signed an Agreement on 17.9.08 with ICICI Prudential Life Insurance Company Ltd to retail their Pension Products through select Post Offices on Referral Model. The company will train the postal staff at selected locations and will provide requisite materials such as application forms, literature
related to products, ready reckoners, etc., to the identified Post Offices. Upto now about 817 Head Offices across the country have started distributing these pension products of ICICI Prudential.
Sale of Gold Coins
As a tie‐up with Reliance Money Limited sale of gold coins has been launched on 15th October, 2008 as part of retail post in selected post offices. Under the Scheme available in 468 Post Offices in 16 Circles, the Department has sold 331 kgs of gold since its inception earning a commission of Rs 2.25 crores.
Old age pension
Old Age Pension is being paid through 20 lacs Post Office Savings accounts in Bihar, Delhi, Jharkhand and North East, and through Money Order in J&K, Karnataka, Himachal Pradesh, Gujarat, Rajasthan and Tamil Nadu.
On Line Acceptance of RTI Applications
The Department of Posts has been assisting other public authorities under the Central Government in implementing the RTI Act by providing services of its designated Central Assistant Public Information Officers (CAPIOs). For this, Sub Post Masters at Tehsil level act as the Central Assistant public Information officer
(CAPIO) for accepting RTI requests and appeals from all central Government Departments. The Department has designated 4000 Post offices as receipt and forwarding points for applications under RTI.
Railway Ticket Reservation In keeping with policy of leveraging the postal network for greater public good, an MOU was signed between India Post and Ministry of Railways for sale of railway tickets through the post offices. The scheme is presently operative at 78 locations, and will be extended to rural areas also. The Department has earned revenue of Rs. 78 lakhs up to Oct, 2009.
Collection of Rural Price Index Data
Ministry of Statistics and program implementation (MOSP) has entrusted the job of collecting statistics for ascertaining the Rural Price Index from 1183 post offices across the country with effect from Oct 2009. The data so collected would be electronically transmitted to MOSP which will help them in arriving at Rural cost
Price Index.
VI. INTERNATIONAL RELATIONS
To improve quality of international mail processing, all Foreign Post Offices and Sub Foreign Post Offices have been computerised. International Parcel Post Hubs have also been established at Delhi, Mumbai and Kochi for specialised handling of parcels. India Post is in the process of replacing paper based international money order service with Electronic International Money Order Service through IFS software of Universal Postal Union. Exchange of Electronic International Money Order and the service launched with effect from 26th April, 2008, the service is being offered from UAE to India through all head post offices in Delhi, Mumbai, Chennai, Kolkata, and State of Kerala covering 97 head post offices.
Launch of World Net Express:
A bilateral agreement has been signed between India Post and Deutsche Post AG on 27th November 2008 for providing new services to domestic and international customers. The article would be booked by selected post offices for delivery in about 200 countries around the world using the DHL network. A new international remittance service eMO Videsh was launched on 24th Oct 2009. With its launch India Post now offers its customers an opportunity to send money in cash to a recipient abroad payable in cash or in his account. This service is in tie‐up with the EURO GIRO for both outward and inward international remittance. Compared to the banks that can send outward remittances , only from account to account, India Post‐Euro Giro network provide the facility of outward cash remittances payable in cash to the beneficiary.
VII. GLOBAL BUSINESS
To meet the demands of its customers and to fuel its own ambitions of growth, it has become imperative for India Post to look at business beyond the national boundaries. A Global Business Division has been set up in the Department of Posts to provide focus to its international operations and help India Post emerge as an
organisation with worldwide capabilities.
VIII. ESTATES MANAGEMENT
Construction work of 12 Post Office buildings, 4 Administrative office buildings, 28 staff quarters has been completed in 2009
IMPLEMENTATION OF THE RECOMMENDATIONS OF THE R. S. NATARAJA MURTHY COMMISSION ON SERVICE CONDITIONS OF GDS
India Post has implemented certain recommendations of the Nataraja Murthy committee that had been accepted by the Government which include substantial enhancement of emoluments of all categories of Gramin Dak Sevaks(GDS) and enhancement of various allowances. Women GDS have been provided maternity grant equivalent to three months TRCA+DA for the birth of up to two children. This has to a very large extent
addressed the long standing demands of the GDS.
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