ABOUT US

For more than 150 years, the Department of Posts (DoP) has been the backbone of

the country’s communication and has played a crucial role in the country’s socio-

economic development. It touches the lives of Indian citizens in many ways: delivering

mails, accepting deposits under Small Savings Schemes, providing life insurance cover

under Postal Life Insurance (PLI) and Rural Postal Life Insurance (RPLI) and

providing retail services like bill collection, sale of forms, etc. The DoP also acts as an

agent for Government of India in discharging other services for citizens such as

Mahatma Gandhi National Rural Employment Guarantee Scheme (MGNREGS) wage

disbursement and old age pension payments. With 1, 55,015 Post Offices, the DoP

has the most widely distributed postal network in the world.

India has the largest Postal network in the world with 1, 55,669 Post Offices of

which 89% are in rural areas. At the time of independence, there were 23,344

Post Offices, which were primarily in the urban areas. Thus the network has

registered a seven fold growth over the last five decades, the focus of this expansion

being in the rural areas. On an average, a post office serves an area of 21.09 sq.

km. & population of 6,585. Through these offices it ensures daily delivery of dak at

the doorstep of every customer all over the country, collection of letters through

letterboxes, and also sale of stamps and stationery through village postmen at the

doorstep of customers in rural areas. Post Offices in Urban and Rural areas provide

a range of basic postal services to the customers, including banking and insurance

services. Bill collection felicities are being extended through all post offices in urban

areas, and identifying post offices in rural areas. Certain value added services are

being provided in selected offices in urban areas.

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 VISION AND MISSION
Vision
India Post's products and services will be the customer's first choice.

Mission
 To sustain its position as the largest postal network in the world touching the lives
of every citizen in the country.
 To provide mail parcel, money transfer, banking, insurance and retail services with
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 connectivity as
a Government of India platform.

Core Values
We will maintain our iconic status as a unique and trusted national institution by:

 Always providing the human touch in all our interactions with society
 Being responsive and reliable
 Demonstrating the highest order of integrity, honesty, transparency and
professionalism
 Discharging our responsibilities towards the society in an environment of deep trust,
mutual respect and a culture of service before self

Strategic Goals
 Achieve the long term goal of financial self-sufficiency by generating surpluses from
services (existing & new) outside our universal service obligation
 Develop, implement and operate a system of standards with accountability for
performance
 Develop a scalable and flexible technology infrastructure to support our operations
 Be the preferred, trusted and reliable service partner for all customers
 Ensure that India Post acquires all required people capabilities to deliver its chosen
services portfolio.

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 CITIZEN CHARTER
Citizen’s Charter of Department of Posts
Ministry of Communications and Information Technology, Government of India
A declaration of its service commitment to the customers

Our Vision
India Post’s products and services will be customer's first choice

Mission
 To sustain its position as the largest postal network in the world touching the lives
of every citizen in the country
 Ensuring customer satisfaction by providing services with speed, reliability and on
value-for-money basis
 To ensure that the employees 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

Our Customers / Clients

 We serve all residents of India and we are the main service provider for rural
citizens for mails and financial services
 Public Institutions , private businesses and media
 Government organizations
 Other postal administrations
 Philatelists

Our Services
Mails Counter Services
 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, Logistics Post, etc.

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FINANCIAL SERVICES
 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

PHILATELY
 Promotion of philately
 Issue of definitive postage stamps
 Issue of commemorative and special postage stamps
 Delivery through Philatelic Bureau and counters as well as through ePost Office

COUNTER SERVICES
 Counter services are provided from post offices (Departmental and Branch
Post Offices), Mail Offices or any other outlet designated for the purpose.

These include:

 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, PLI Premium and philately products.

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SERVICE STANDARDS OF SERVICES PROVIDED BY THE DEPARTMENT
OF POSTS (DOP)
For All Categories of Mail the Delivery in Branch Offices will take one additional Day.
*Local shall mean: a. Articles booked and to be delivered within identified PIN codes-
for Metro Cities. b. Articles booked and to be delivered within Municipality limit-for
cities other than Metro cities. c. Articles booked and to be delivered within the same
PIN code delivery jurisdiction- for Small Towns (Kasbas) or Mufussil areas having no
defined town delivery area

S.No. Services / Success Indicators Service Standards Unit

Transaction
A Service Standards of various services for Departmental Post Offices
1 Mails Time from posting / o Excludes day of posting for articles Unit in Days
booking to delivery booked after cut-off time, holidays & /Minutes etc.
Sundays
o Excludes adverse effect of curfew,
bandh, strike, cancelllation of means
of transport or off-loading /non-
carriage of mails by carriers due to
reasons beyond the control of the
Deptt of Posts (DOP)
o Standards apply to articles
conforming to Gazette notification
no: 486, dated 23.09.2013, and
bearing correct address & Pin code
1.1 Delivery of First Local * 2 Days
Class Registered Between Metro cities 2-4
and Unregistered (Delhi, Mumbai, Kolkata,
Mail Chennai, Hyderabad and
Bengaluru)
Same state 2-6
State Capital to State 3-5
Capital
Rest of the Country 5-6
1.2 Delivery of Local * 2 Days
Express Parcel Metro-Metro 2-3
State Capital to State 2-4
Capital

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 Same State 2-4
Rest of the Country 5-6
1.3 Delivery of Local * 3 Days
Business Parcel Between Metro cities 4-5
(Delhi, Mumbai, Kolkata,
Chennai, Hyderabad and
Bengaluru)
State Capital to State 4-6
Capital
Same State 3-6
Rest of the Country 6-7
1.4 Delivery of Speed Local * 1-2 Days
Post articles Metro-Metro 1-3
State Capital to State 1-4
Capital
Same State 1-4
Rest of the Country 4-5
For All Categories of Mail the Delivery in Branch Offices will take one additional Day. * Local shall mean:
a. Articles booked and to be delivered within identified PIN codes-for Metro Cities.
b. Articles booked and to be delivered within Municipality limit-for cities other than Metro cities.
c. Articles booked and to be delivered within the same PIN code delivery jurisdiction- for Small Towns
(Kasbas) or Mufussil areas having no defined town delivery area
1.5 International EMS Group 'A': United 2-6 Days
articles Kingdom
All International Group 'B': Hong Kong, 3-6
Mail articles are Singapore, Taiwan,
subject to customs Thailand
examination. Group 'C': Afghanistan, 3-7
Period for Bangladesh, Bhutan,
customs Maldives, Nepal,
examination/ Pakistan, Sri Lanka
detention is not (SAARC); Brunei
included in the Darussalam, Cambodia,
service standards. Indonesia, Japan,
These are “End to Malaysia, Philippines,
South Korea, Vietnam

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End” delivery Group 'D': USA 4-7
standards. Group 'E': Austria, 4-8
Belgium, Denmark,
France, Germany,
Iceland, Ireland, Italy,
Luxembourg,
Netherlands, Norway,
Portugal, Spain, Sweden,
Switzerland (Western
Europe except UK);
Bahrain, Kuwait, Oman,
Qatar, Saudi Arabia, UAE
, Yemen (Gulf)
Group 'F': Australia, Fiji, 4-9
Nauru, New Zealand,
Papua New Guinea
(Oceania); China, Macao,
Mongolia; Iran, Iraq,
Israel, Jordan, Turkey
(Middle-east)
Group 'G': Argentina, 5-9
Barbados, Bermuda,
Canada, Cayman Islands,
Cuba, El Salvador,
Guyana, Mexico and
Panama (Caribbean,
North America
excluding USA and
South America); Belarus,
Bulgaria, Cyprus,
Estonia, Georgia, Greece,
Hungary, Latvia, Poland,
Romania, Russia,
Ukraine (Eastern Europe)
Group 'H': Botswana, 6-9
Cape Verde, Democratic
Republic of Congo,

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 Egypt, Eritrea, Ethiopia,
Ghana, Kenya, Malawi,
Mauritius, Morocco,
Namibia, Niger, Nigeria,
Rwanda, Senegal, South
Africa, Sudan, Tanzania,
Tunisia, Uganda (Africa)
2 Financial Services
Money Time from booking to Unit in Days
Remittance transfer / payment /Minutes etc.
2.1 Instant Money Booking to transfer to 13 Minutes
Order payee post office
payment on same Payment on production 18
day. of code and ID by
(service available receiver at the
at specified destination post office
offices)
2.2 Delivery of Money Local* and between 2 Days
Order Metro Cities **
* Local – within
Municipal City limits
** Metro- Delhi,
Mumbai, Kolkata,
Chennai, Hyderabad and
Bengaluru
Rest of India 4
2.3 International Payment on production 15 Minutes
Money Transfer of code and KYC
Service (Payments documents, as per risk
of instant Inward categorization, by
remittances receiver at the
received through destination post office
Money Transfer subject to availability of
operators like internet connectivity
Western Union / and sufficient cash.
MoneyGram)
(Service available
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 at specified
offices)
2.4 Mobile Money Registration of details 5 Minutes
Transfer Service- by PO in the mobile
Payment on the application as
same day (Facility mentioned by the
available in MMTS remitter in the Cash-in
covered Post Form.
Offices Sender Payment on production 5
and receiver both of secret code and
require working confirmation SMS by
mobile receiver at the
connections). destination post office.
Prerequisites and
technical
conditions are
available at the
website of India
Post.
3 Post Office Savings Bank (The standards apply to non CBS Post Offices only)
Opening of Please see Counter Services.
account,
closing of
account,
withdrawal and
deposit
3.1 Transfer of Time taken for opening Day
Accounts of account at the post 1
(Please collect office where transfer is
receipt issued at sought.
the time of - When request is for
acceptance of transfer of accounts
request) within the same Head
Post Office
When request is for 7 Days
transfer of accounts in
post offices which are

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 under different Head
Post Offices
When request is made at 20
the transferee post
office
3.2 Settlement of Time taken for 7 Days
customer requests settlement starting from
for: the time of receipt of
o Deceased
completed documents
claims
o Issue of
Duplicate
Passbook
o Interest
posting (in
office other
than Head
Post Office)
3.3 Discharge of Time taken from the 30 Days
Savings receipt of application for
Certificates at discharge of certificates
post office other at the post office
than the office of
purchase
3.4 Transfer of Time taken from the 30 Days
Savings receipt of application for
Certificates transfer at the post
office
3.5 Issue of Duplicate Time taken from the 30 Days
Certificate receipt of application
along with required
documents:
-at the post office of
issue of the Certificate
Involving Investigation 90
3.1 Post Office Savings Bank (The standards apply to non CBS Post Offices only)
3.1.1 Transfer of Time taken for opening Working Days
Accounts of account at the post 1 (Same Day)
(Please collect office where transfer is

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receipt issued at sought
the time of - When request is for
acceptance of transfer of accounts
request) presented at any Head
Post Office

- When request is for 7 Working Days

transfer of accounts
presented at any SO
(Due to physical
movement of
application and KYC
documents from SO to
its HO and vice versa)
Settlement of Time starting from the time of receipt of completed documents
customer requests
for : Deceased
claims
With Nomination If presented at HO or SO Working Days
or Legal Evidence (except time scale SO) 1 (Same Day)

If presented at time 7 Working Days

scale SO
Without If presented at HO or SO Working Days
Nomination and within powers of HO 1 (Same Day)
or SO
If beyond powers of HO 7 Working Days
or SO and within powers
of Divisional Heads
If beyond powers of 10 Working Days
Divisional Office
Issue of Duplicate When presented at HO Working Days
Passbook 1 (Same Day)
When presented at any 7 Working Days
SO(due to physical
movement of

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 application from SO to
its HO and vice versa)
3.1.2 Interest Posting 7 Working Days
3.1.3 Discharge of When presented at HO 1 Working Days
Saving Certificates (Same Day)
at post office When presented at SO 7 Working
other than the (due to physical Days
office of purchase movement of
application from SO to
its HO and vice versa)
3.1.4 Transfer of When presented at HO 1 Working Days
Certificates Time (Same Day)
taken from the When presented at SO 7 Working
receipt of (due to physical Days
application for movement of
transfer at the application from SO to
post office its HO and vice versa)
3.1.5 Issue of Duplicate Time taken from the 30 Days
Certificate receipt of application
along with required
documents :
- At the post office of
issue of the certificate
(No change in procedure
after introduction of
CBS)
4 Postal Life Insurance and Rural Postal Life Insurance
o Acceptance
4.1 Time taken from the 15 Days
Letter
o Issue of receipt of completed
Policy Bond documents
4.2 Settlement on Time taken from the 30 Days
Maturity of policy receipt of completed
documents
4.3 Settlement of PLI With nomination 30 Days
/ RPLI death Without nomination – 30
claims (time taken after

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 production of required
documents)
Involving investigation 90
4.4 Transfer of Time taken from the 10 Days
policy from one receipt of completed
Circle to another documents
4.5 Paid up Value of Time taken for 30 Days
policy settlement on receipt of
request
o Revival of
4.6 Time taken from receipt 15 Days
policy
o Conversion of request
of policy
4.7 Settlement of Time taken for 10 Days
following settlement on receipt of
customer request
requests:
o Loan against
policies
o Change of
address
o Change of
nomination
o Assignment
of policy
o Issue of
duplicate
policy bond
5 Franking Machine
5.1 To issue license Time taken for grant of 7
for Franking license on receipt of
Machines request
5.2 To renew license Time taken for grant of 3
for Franking license on receipt of
Machines request
6 Counter Services
6.1 Sale of Stamps Transaction time at the 2 Minutes
and Stationary counter (excluding
waiting time in queue)

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6.2 Booking of Transaction time at the 3 Minutes
articles: counter (excluding
Registered, Speed waiting time in queue)
Post, Value
Payable, Insured,
Money Order,
eMO, Premium
collection for
PLI/RPLI, sale of
forms and bill
collection
6.3 Philately services Sale of Commemorative 2 Minutes
are available postage stamps
atPhilately Sale of First day 2 Minutes
Bureaux / covers/brochures/special
Counters in covers
limited post MinutesSale of other 2 Minutes
offices philatelic Ancillaries
Issue of First day 5 Minutes
cancellation
Supply of Philately 1 Days Dispatch
products in respect of Time
online orders received
from e -post offices/e -
commerce companies
Opening of Philately 30 Minutes
Deposit Account at
Philately Bureaux
Accepting Philately 5 Minutes
Deposit application in
Philatelic counter and
Pos other than Philately
Issue of My stamp at 30 Minutes
Philately Bureaux
6.4 Savings Bank and Transaction time at the 5 Minutes
Savings Certificate counter (excluding
Transactions: waiting time in queue)
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 Deposit,
Withdrawals,
updation of pass
book
6.5 Savings Bank and Transaction time at the 5 Minutes
Savings Certificate counter (excluding
Transactions: waiting time in queue)
Opening of
Account, Closure
of Accounts,
Issuance of
Certificates,
Discharge of
Certificate
7 Service Standards of various services for Branch Offices
Transactions for which the Branch Office is authorized
7.1 Sale of Stamps Transaction Time at 3 Minutes
and stationery Branch Post Office
7.2 Miscellaneous Transaction Time at 10 Minutes
Services: Branch Post Office
o Booking of
Registered
Articles
o Booking of
Money
Orders
o Collection
and
Payment of
PLI
premium
o Post Office
Savings
Bank
Deposit
o Post Office
Savings
Bank
Withdrawals
up to Rs.
5000/-, etc.
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8 Transaction which are required to be authorized / routed through the Account Office
8.1 Transaction which Completion or + 6 days in addition to the relevant service Days
are required to be settlement of the standards declared for authorized Branch
authorized / transaction. (Includes Offices
routed through processing time at the
the Account Office Account office)
e.g. :
o Withdrawals Add 5 days to each of
above INR. the corresponding
5000/-
service standards for
o Post Office
Departmental Post
Savings
Bank Offices
Accounts
opening and
closing
o Post Office
Savings
Bank
maturity
claims,
discharge of
certificates
o Maturity
claims of
Postal Life
Insurance
and Rural
Postal Life
Insurance
policies, etc.
9 Service Standards of Public Grievance Redress
9.1 Issue of Time from lodging of 1 Day
Acknowledgement complaint at Customer
of complaint. Care Centre
(Instantaneous in Time from lodging of 3 Days
case of web complaint By post or
registration) other means
9.2 Settlement of Time from lodging of 60 Days
Complaints complaint
9.3 Settlement of Time from lodging of 90 Days
complaint in cases complaint
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 requiring
investigation
D Miscellaneous
D.1 Expectations from Service Recipients
1 Mails
1.1 o Address of addressee and sender should contain House Number, Name of Street, City, District, State
and Pin Code
o Name of village of addressee and the name of the delivery Branch Post Office of the addressee
o Phone number of the sender and addressee (optional)
1.2 To conform to packing, size and content requirements for registered and Insured articles and parcels, click
here
1.3 To comply with instructions for articles prohibited by Post, click here
1.4 To affix correct amount of postage on mail articles
1.5 To provide Mail Box on the ground floor for each address in the multi storied building
1.6 To notify the delivery post office of the change of address and provide the forwarding address
1.7 To give proper authorization to his/her representative for receiving delivery of registered , insured, money
orders and Speed Post etc. in his/her absence
2 Money Order / Mails Services
2.1 To cooperate by producing ID on demand by Postmen or at the counter
2.2 To insist on obtaining receipts for articles and money orders booked
3 Savings Bank / Cash Certificate Services
3.1 To provide Know Your Customer (KYC) documents as prescribed
3.2 To 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
3.3 To keep pass book updated and secure. Obtain receipt if passbook is handed over to the post office. Check
that the last balance in the Pass Book matches with that written in the receipt
3.4 To make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance
and Rural Postal Life Insurance
4 Financial Services
4.1 Not to disclose the code number/Secret code of instant money order, MO Videsh and Mobile Money
Remittance Service communicated by the Post Office to any person other than the recipient/s.
4.2 To bring the officially valid ID for iMO payments
4.3 While availing of the Mobile Money Remittance Service, production of secret code (as communicated by
sender) and confirmation SMS (as sent by PO to the receiver) at the destination post office by the receiver
5 Savings Bank / Cash Certificate/Postal Life Insurance Services
5.1 To collect receipt when handing over requests for transfer or deceased claim cases

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6 General / Public Grievance Redress Services
6.1 To lodge a complaint within 60 days of the transaction/availing of a service, relating to any deficiency in
service
D.2 Grievance Redress Mechanism (GRM) in the Department of Posts
1 When to lodge the complaints
2 Where to lodge the Complaints
3 How to lodge complaints
Complaints are to be lodged within 60 days of the
transaction / availing of a service
Complaints like claims and customer requests for Post Office
Savings Bank , Savings Certificate , Postal Life Insurance and
Rural Postal Life Insurance are to be lodged after the number
of days in the prescribed service standard is over
Complaints and Suggestion Book for complaints pertaining
to services in the post office in particular or for giving
suggestions for improvement
Complaints and Suggestion Book is available in all post
offices and is required to be given to customer when
demanded.
Complaints relating to any deficiency in service can be
lodged:
o Online
athttp://ccc.cept.gov.in/ComplaintRegistration.aspxor
at www.pgportal.gov.in
o By hand or by Post at:
o any of the 16,174 Sevottam Compliant Customer
Care Centers in the country
o Post Office where transaction took place
o Office of Senior Superintendent of Post Offices/
Superintendent of Posts Offices.
o At any Post Office
o For Value Payable articles complaints are to be
lodged at the office of booking (Some cases will
involve payment of charges)
o Complaints for PLI / RPLI can be handed or posted to
the Deputy Divisional Manager (PLI/RPLI) stationed at
each Circle Office headquarters and Development
Officer (PLI)
o Online complaints require filling up of the forms to
capture all the details
o In other cases complete information needs to be given
with reference to the transaction, service failure and
proof of transaction
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 4 Acknowledgement of Complaints
5 Time for redress
6 Escalation of complaints not redressed within
stipulated time
7 Nodal officers for handling grievances at HQ
level
o Complaints lodged on the web will be acknowledged
instantaneously
o Complaints handed in person at the Customer Care
Centre will be acknowledged at the time of handing
o In other cases acknowledgement will be sent in 3 days
o 60 days (if delay is expected an interim reply within 60
days to follow indicating the reason for delay and
additional time required for redress)
o Complaints requiring investigations (Interim reply may
be given) - 90 days
In case the complaint is not redressed in time or to the
satisfaction of the customer the complaint may be taken up
with the Postmaster General of the Region or the Chief
Postmaster General of the Circle
DDG (PG), Department of Posts, Dak Bhavan, New Delhi.
110001 (other than PLI). ddgpgq@indiapost.gov.in

Ms. Meera Tshering, General Manager (Business

&Investments), Directorate of Postal Life Insurance,
Chankyapuri Post Office Complex,
New Delhi -110 021
(For complaint relating to PLI/RPLI),Helpline-011-
24122169,09868388925(Mob.),
mtshering@indiapost.gov.in

List of Responsibility Centers

Department of Posts (DOP) does not have responsibility Centers i.e. Boards, Trusts or PSUs. This

has been reflected in the Results Framework Document (RFD) of the DOP.

Date of next Review

The Citizen‘s charter is revised on 04.07.2016. The next review is due in February, 2017

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 Organization

Organization Overview
The Department of Posts comes under the Ministry of Communications and Information
Technology. The Postal Service Board, the apex management body of the Department,

comprises the Chairman and six Members. The six members of the Board hold portfolios
of Personnel, Operations, Technology, Postal Life Insurance, Human Resources

Development, Planning respectively. The Joint Secretary and Financial Advisor to the
Department is a permanent invitee to the Board. The Board is assisted by a senior staff

officer of the Directorate as Secretary to the Board. Deputy Directors General, Directors

and Assistant Directors General provide the necessary functional support for the Board
at the Headquarters.

Governance System
For providing postal services, the whole country has been divided into 22 postal circles.
Each Circle is co-terminous with a State except for Gujarat Circle (which also administers

the Union Territories of Daman & Diu and Dadra & Nagar Haveli), Kerala Circle (which
includes the Union Territory of Lakshadweep), Maharashtra Circle (which has within its

jurisdiction the State of Goa), North East Circle (which comprises six North Eastern States
- Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland & Tripura), Punjab Circle

(which has within its administrative jurisdiction, the Union Territory of Chandigarh), and
Tamil Nadu Circle (which also administers the Union Territory of Pondicherry). Each of

these Circles is headed by a Pr. Chief Postmaster General or Chief Postmaster General.
Each Circle is further divided into Regions comprising field units, called Divisions (Postal

/ RMS Divisions). Each Region is headed by a Postmaster General. In the Circles and
Regions there are other functional units like Circle Stamp Depots, Postal Stores Depots

and Mail Motor Service etc. Besides these 22 Circles, there is another Circle, called Base
Circle, to cater to the postal communication needs of the Armed Forces. The Base Circle

is headed by an Additional Director General, Army Postal Service in the rank of a Major
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Postal Services Board
 Shri Boyapati Venkat Sudhakar , Secretary, Department of Posts &

Chairperson, Postal Services Board

 Shri Thangavel Murthy , Director General Postal Services
 Ms.Usha Chandra Sekhar , Member (Operations)
 Ms.Meera Handa , Member (Planning)
 Ms. Achla Bhatnagar , Member (Personnel)
 Shri Anant Narayan Nanda , Member (Banking & HRD)
 Shri Tilak De , Member (Technology)
 Shri Ashok Kumar Dash , Member (PLI) & Chairman, PLI Investment Board,
New Delhi

Organizational Structure

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Post Office Network
India has the largest Postal Network in the world with over 1, 54,882 Post Offices (as on

31.03.2014) of which 1, 39,182 (89.86%) are in the rural areas. At the time of independence,
there were 23,344 Post Offices, which were primarily in urban areas. Thus, the network has

registered a seven-fold growth since Independence, with the focus of this expansion
primarily in rural areas. On an average, a Post Office serves an area of 21.22 Sq. Km and a

population of 8221 people.

T Project 2012
Introduction
Overview
For more than 150 years, the Department of Posts (DoP) has been the backbone of the

country’s communication and has played a crucial role in the country’s socio-economic
development. It touches the lives of Indian citizens in many ways: delivering mails,

accepting deposits under Small Savings Schemes, providing life insurance cover under
Postal Life Insurance (PLI) and Rural Postal Life Insurance (RPLI) and providing retail

services like bill collection, sale of forms, etc. The Department of Posts also acts as an agent
for Government of India in discharging other services for citizens such as Mahatma Gandhi

National Rural Employment Guarantee Scheme (MGNREGS) wage disbursement and old
age pension payments. With 1, 55,015 Post Offices, the Department of Posts has the most

widely distributed postal network in the world.

Trends such as urbanisation, increased demand for financial services, increased funding by
the government for the weaker sections and the rural sector, have opened up new

opportunities for the Department of Posts which, in turn has necessitated development of
new processes and supporting technology. The Department of Posts is also faced with twin

challenges of increasing competition and continuing advances in communication

technology, especially in mobile telephony and the Internet. In order to provide the best-
in-class customer service, deliver new services and improve operational efficiencies, the

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 Department of Posts has undertaken an end to end IT Modernisation project to equip itself
with requisite modern tools and technologies.

The IT Modernisation project, intends to achieve the following:

 Wider reach to the Indian populace through more customer interaction channels

 Better customer service

 Growth through new lines of business

 IT enablement of business processes and support functions

As a part of India Post Project, the Department of Posts has carried out business process

reengineering across various functional areas and has created To-Be processes that will

enable it to achieve these objectives. In order to implement these processes in a sustainable

manner, they need to be IT enabled in an integrated manner that improves operational

efficiencies.

OBJECTIVES
The key objectives of the India Post 2012 project are:
 Modernization and computerization of all Post offices in the country including Branch
Post offices in rural areas, mail offices and administrative and other offices;

 Development of scalable, integrated and modular software covering all operations of the
Department of Posts such as Mail Operations, Postal Banking, Insurance, Finance and HR;

 Establishment of required IT Infrastructure including Data centre, Wide Area Network

(WAN) based networking of the departmental post offices; and

 Deployment of Rural Information Communication Technology (Rural ICT) infrastructure

in all ~1, 30,000 Rural Post Offices.

The Department of Posts has a network of approximately 1.55 Lakhs post offices, of which
1.3 Lakh are rural post offices. The IT Modernisation project will rebuild the rural postal
infrastructure to create institutional last mile connectivity for service delivery of Post, IT

23 | P a g e
 based services including banking & insurance and Govt. schemes like MGNREGS, Social
Security etc. This infrastructure will form the platform for the electronic delivery of postal,

financial, insurance and Government services to the 80 Crore plus rural population through
Post Offices.

The project will also unlock revenue streams previously stymied due to lack of automation

and radically improve delivery of mail to urban customers. This will help increase revenues
in the banking and mail businesses thereby leading to the economic sustainability of the

Department of Posts.

Project will attain the following objectives:

 Providing e-services to the citizens in efficient manner at affordable cost with greater

Accountability & Productivity

 Maximizing revenue from various services and products

 Enhancing customer satisfaction through provision of - need-based products and

services, the improvement of service quality, speed of delivery and reliability

 Ability to promote, provide its services in a user friendly, competitive manner in

attractive environment

 Consolidate current IT Infrastructure, migrate to an efficient, reliable, user friendly IT

System

 Planning & Setting up pan India network which supports planned IT Systems, flexible to
support Applications

 Existing Application study, consolidation & migration if necessary

 Optimal Resource utilization and leveraging strengths of extensive retail network

 Introduction of Commercial Accounting System ( Accrual Based Accounting)

 Acquiring Brand equity of a leading edge service provider

 Employee delight

24 | P a g e
 Vision of India Post 2012
India Post 2012 aims at transforming the DoP into a “Technology Enabled, Self-Reliant
Market Leader”. This translates into 5 initiatives covering increased market share and

revenues, new products and services, improved service delivery, motivated workforce and
rural development.

Business Priorities of Department of Posts

I. Mail Operations:

Every year the DoP delivers more than 600 crore articles through its elaborate network of
Post Offices. On the delivery side, the DoP has a large workforce of urban Postmen and GDS

delivery agents to facilitate the delivery of mail to the final recipients. Mail Business is
optimising its products, services and back end processes to ensure growth in business. Some

of the objectives are:

 To increase visibility into mail operations (at the article level and overall volume)

 To enable operational planning for all the DoP facilities through planning tools

 To improve employee productivity through better manpower planning

25 | P a g e
 II. Logistics Post:
Logistics Post provides transportation, distribution, warehousing and logistics related value
added services to the customers. Logistics Post Air, under which air lift is given to

consignments, operates in Delhi, Mumbai, Chennai, Bangalore and North East. Some of the
objectives are:

 To provide end-to-end supply chain services through a technology-driven logistics

network that provides transportation, warehousing, distribution and e-Logistics
 To create warehousing capacity by utilising the DoP’s vacant sites
 To offer e-logistics services to tap into the rapidly growing e-commerce market in India

III. E-Commerce:
The DoP plans to launch its e-commerce website to harness the power and reach of the

World Wide Web. Some of the objectives are:

 To share information related to the DoP, its products and services in a consistent manner

 To provide capability to do web based transactions for mails, banking and insurance

services

 Online sale of third party products/services

 To provide advertising avenues for advertisers

IV. Postal Banking Operations:

The DoP is one of the largest providers of financial services in the country with an account

base of around 22 crores and a deposit base of over 5,53,234 crores. The DoP’s vision is to
be one of the leaders in providing banking and money remittance services to the citizens

of the country with a focus on the rural population. Some of the objectives are:

 To increase the number of customers from existing 20 crores to 35 crores by 2012

 To provide multiple delivery channels like internet, mobile banking, ATMs, telephone,
cards thereby bringing access to financial services to the doorsteps of the customers

26 | P a g e
 To enable faster money remittances and funds transfers and increase volumes to capture
a 50% market share by 2014

 To become the one stop solution for financial inclusion & microfinance initiatives of
government, public/private sector banks

V. Postal Life Insurance:

The DoP provides two types of life insurance: Postal Life Insurance (PLI) and Rural Postal
Life Insurance (RPLI). PLI is offered to employees of all Central and State government

departments, Nationalised Banks, Public Sector Undertakings, Financial Institutions, local

bodies like Municipalities and Zila Parishads, educational institutions aided by the

Government etc. RPLI is the insurance service being offered to the rural populace. Some of
the objectives are:

 To become the first choice insurer in rural India

 To develop a fully integrated life insurance platform to enable efficient and cost effective
service to existing and new customers

 To improve the quality of service being offered to the customers

 To achieve “financial inclusion” of the un-insured rural population, while minimizing the
cost of operations

VI. Rural Business:

One of the key components of the DoP’s vision is to be a “socially committed organisation

connecting individuals and businesses”. Of the total 1.55 lakh Post Offices, around 10% are
situated in urban areas and 90% are in rural areas. On an average, each Post Office in India

serves an area of 21.2 sq. km and a population of 7,174. Some of the objectives are:

 To achieve “financial inclusion” of un-banked rural population

 To enable Branch Offices to make disbursements for social security schemes such as
MGNREGS

27 | P a g e
 To improve the quality of services being offered to rural customers

 To increase revenues by providing retail post services, third party services etc.

VII. Finance & Accounts:

The Postal Accounts & Finance (PAF) function forms the backbone of the DoP’s products
and services. As the DoP plans for the future, it would be important to tread the path of

sustained cost management and devising effective tools for intelligent business decisions.
Some of the objectives are:

 To move from cash based accounting to accrual based accounting in specific areas of

operations within the DoP

 To streamline the processes by eliminating duplication of data entry at different levels

 To bring efficiencies in Inventory management and Procurement with real time

validations against approved budgets

VIII. Human Resources:

Human Resources function comprises of the Personnel (and Establishment) and Human

Resource Development (HRD) groups which serve 2.18 Lakh departmental employees and
2.74 Lakh GDS employees. In order to support the growth aspirations of the DoP, HR

function is looking at redesigning its processes. Some of the objectives are:

 To provide the administrative offices with centralised and accurate employee

information

 Employee development through improvement in training administration and

management

 To support optimal utilisation of manpower through accurate and timely analysis of

workload

28 | P a g e
Governance
The Governance structure is four tiered with Steering Committee and Project Co-ordination
Committee that will guide and review the work of the project teams from vendor on
boarding stage to the solution deployment stage.

Project coordination committee (PCC): The Project Coordination Committee shall meet on
a fortnightly basis and shall be chaired by the Member (Technology). Responsible for
reviewing the project, issues/ risks and taking key decisions with respect to the project.
 Ensure that progress on the project and results achieved are in line with the overall
business strategy, overall project implementation plan and timelines
 Review the issues/ risks with Implementation Committees, Vendors and take decisions
as required
 Management of budget, contract, legal issues and recommendation for sanctions to
steering committee
Project Implementation committee: There will be 5 implementation committees focusing
on respective areas. Each committee will have core sub-committees aligned to the
Functional / Business area.

29 | P a g e
 Each committee will review, approve & sign-off on the project deliverables in each
phase, finalization of Functional Requirements/ Blueprint document/ Test Plan/ User
Acceptance Test/ Data Migration etc
 Technical Projects Implementation will approve and sign-off of all deliverables in each
phase of deployment and ensure compliance to Technical Requirements
 Each Project Implementation Committee will have core sub-committees aligned to the
Functional / Business area

Architecture Review Committee (ARC): The Architecture Review Committee will be

responsible for maintaining the solution architecture & integration between various
solutions.
 The Architecture Review Committee will be responsible for maintaining the solution
architecture & integration between various solutions. It will also be responsible for the
implementation of the Change Management Project & day to day resolution of
committee / vendor issues (non-financial only)
Budget Review, Contract and Legal Committee: This committee will be responsible for
handling issues related to financial & legal matters
 Assess and Monitor the budget allocation for various solutions and payment milestones
 Address issues if any w.r.t Contract or other Legal issues
 Ensure payments to vendors are made on time and availability of sufficient funds for
disbursement as per schedule
 Highlight issues/ concerns/ challenges if any to the Project Coordination Committee
Circle Monitoring Committee: The Monitoring Committee in each circle will be chaired by
the respective CPMG and will be accountable for ensuring the progress of the project in the
respective circle.
 Co-ordination with vendors’ representatives in the circle
 Migration of data and data validation in the circle
 Change Management and Training Activities in the circle
 H/W, N/W and S/W deployment activities in the circle
Regional Implementation Committee: The Committee will be accountable for the timely
completing of all the activities in their respective Regions. Committee will also act as bridge
for sharing information about the project with the field teams.

30 | P a g e
 SERVICES
G2C
 Visibility into mail operations by effective tracking mechanism at the article level

 Bringing access to Financial / banking services to the doorsteps of the customers through
Multiple delivery channels like internet, mobile banking, ATMs, telephone

 Substantial improvement in the quality of service being offered to the customers

especially rural customers

 Fully integrated life insurance platform to enable efficient and cost effective service to
existing and new customers including un-insured rural population

 Transparency in disbursements for social security schemes such as MGNREGS

 Efficient and timely retail post offices services

G2B
 End-to-end supply chain services through a technology-driven logistics network that
provides transportation, warehousing, distribution and e-Logistics

 e-logistics services and e-commerce

 Online information related to the products and services

 Capability to do web based transactions for mails, banking and insurance services

 Faster money remittances and funds transfers

 Online sale of third party products / services

 Advertising avenues for advertisers

G2G
 Operational planning for all the DoP facilities through planning tools

 One stop solution for financial inclusion & microfinance initiatives of government

31 | P a g e
 G2E
 Employee productivity through better manpower planning and timely analysis of
workload
 Efficiencies in Inventory management and Procurement
 Employee development through improvement in training administration and
management
 Improved & timely administrative services with centralized and accurate employee
information

Benefits
 Faster and more reliable services in postal, logistics, banking, insurance and retail
operations
 Better visibility of various articles in the mail stream and transparency in financial
services such as banking, insurance etc.
 Multiple channels of access to the customers through post office counters, kiosks,
internet, mobiles ATMs
 Better financial inclusion for the common man in the rural and semi-urban locations
through mobile remittances, mobile banking, mobile insurance etc.
 Effective and transparent delivery of the social security and employment guarantee
schemes by the Government
 Availability of a national asset of IT network connecting more than 1,55,000 post offices
for use by both Central and State Governments
 Increasing business in rural postal network would reduce the dependency for financial
support on the government
 Reduction of manual and paper based processing would lead to a greener post office,
improving the environmental sustainability of the postal system
 Increased revenue through higher market shares in the existing products and services
 Potential reduction in the transaction cost and availability of manpower for
redeployment in marketing and other revenue generating capabilities
 Enhanced employee satisfaction

32 | P a g e
Current Status
The entire scope of India Post 2012 Project has been structured into following eight RFPs:

RFP No. Area

RFP#1 Rural ICT – System Integrator (RSI)

RFP#2 Rural ICT – Hardware (RH)

RFP#3 Core System Integrator (CSI)

RFP#4 Financial Services System Integrator (FSI)

RFP#5 Data Centre Facility (DCF)

RFP#6 Network Integrator (NI)

RFP#7 Mail Operations Hardware (MOH)

RFP#8 Change Management Vendor (CM)

Out of these 8 RFPs, the Department has activated the FSI, CM and NI Contracts on
28.09.2012 and the contract of DCF will be activated at an appropriate time looking into

the requirements as per the interdependencies with other RFPs.

33 | P a g e
 MAIL SERVICES
The primary function of Post Office is collection, processing, transmission and delivery of

mail. All postal articles whose contents are in the nature of message can be classified as
mail which includes Letters, Postcards, Inland Letter Cards, Packets, and Ordinary,

Registered, Insured, Value Payable articles and Speed Post.

Mail is further classified as first class and second class mail. First class mail gets free air

transmission within India; whereas second class mail gets air lift only if prepaid with air
surcharge.

Premium Products

 Speed Post
 Express Parcel
 Media Post
 Greeting Post
 Logistics Post

Mail Products
 Letter
 Inland Letter Card
 Post Card
 Book Packet
 Registered Newspaper

34 | P a g e
 Blind Literature Packet
 Parcel
 Registration

Tools
 Track Your Consignment
 Compare Services
 Calculate Postage
 Find Pincode
 Locate a PostOffice

Get Information On
 Booking Process
 Addressing Tips
 Size and Weight Measurement
 Prohibited Articles
 Packaging Tips
 Standardisation of Mail Gazette Notification
 PIN Code
 Surface Air Lifted (SAL)
 Information on Customs matters

35 | P a g e
 POSTAL SERVICES
Speed Post-
The very high speed express service for letters and documents. Speed Post links more

than 1200 towns in India, with 290 Speed Post Centres in the national network

and around 1000 Speed Post Centres in the state network. For regular users, Speed

Post provides delivery ‘anywhere in India’ under contractual service. Speed Post

offers a money-back guarantee, under which the Speed Post fee will be refunded if

the consignment is not delivered within the published delivery norms.

e-Payment-
The most convenient way to pay your bills under one roof. With its tremendous reach

and expertise India Post specializes in acceptance of payments across the counter

and their consolidation. e-Payment is a ‘Many to One’ service through which bills

(telephone, electricity, etc.) paid by customers in post offices are electronically

consolidated.

Logistics Post-
A brand new service from India Post great for sending parcels and large

consignments across the nation and around the world. Logistics Post manages the

entire distribution side of the logistics infrastructure from collection to distribution,

from storage to carriage, from order preparation to order fulfilment. Logistics Post

is an ideal service for sending large consignments including multi-parcels, just-in-

time parcels, bulk-break consignments and goods of any weight. While Parcel Post

offers weight up to 35 kg, Logistics Post has no weight limit. Logistics Post offers not

only physical logistics services but also provides comprehensive supply chain

management services, leading to improvement in the service level efficiency

36 | P a g e
e-Post-
Documents and greetings sent online but delivered by mail

Business Post-
Total pre-mailing solutions including collection/printing, inserting, and addressing.

Media Post-
Reach millions through advertisements on Post cards, Letters walls of post office,
letter boxes, post cards and stationary.

Direct Post-
Distributing advertising materials directly to prospective customers.

Postal Life Insurance-

Postal Life Insurance was started in 1884 as a welfare measure for the employees
of Posts & Telegraphs Department under Government of India dispatch No. 299
dated 18-10-1882 to the Secretary of State. Due to popularity of its schemes,
various departments of Central and State Governments were extended its benefits.
Now Postal Life Insurance is open for employees of all central and state
government departments, nationalized banks, public sector undertakings, financial
institutions, local municipalities and Zila Parishads an Educational Institution aided
by the Government.

International Money Transfer-

As a result of the collaboration of the Department of Posts with the Western Union

Financial Services, state of the art international money transfer service is now

available through post offices in India. This enables instantaneous remittance of

money from 185 countries to India. The recipients can in fact collect the money in

minutes after the sender has made the remittance. The service is targeted to

particularly fulfil the needs of NRI dependent families in India, visiting International

tourists and foreign students studying in India.

37 | P a g e
Instant Money Order Service (iMO)-
The instant domestic money is available in 717 post offices. However no International
Money Order facility is available.

Non-postal services-
The post office has also traditionally served as a financial institution for millions of

people in rural India. Currently these are some of the activities being supported:

 Public Provident Fund

 National Savings Certificate

 Savings Bank Account

 Monthly Income Scheme

 Recurring Deposit Account

 National Savings Scheme 1992 - discontinued from 01.11.2002

 Post Office Time Deposit

 Post boxes for mail receipt

Post Office Monthly Income Scheme (MIS)

 Interest rate of 8.5% per annum payable monthly w.e.f. 01.04.2012

 Maturity period is 5 years.

 No Bonus on Maturity w.e.f. 01.12.2011.

 No tax deduction at source (TDS).

 No tax rebate is applicable.

 Minimum investment amount is Rs.1500/- or in multiple thereafter.

38 | P a g e
  Maximum amount is Rs. 4.50 lakhs in a single account and Rs.9 lakhs in a
joint account.
 Auto credit facility of monthly interest to saving account if accounts are at the

same post office.

 Account can be opened by an individual, two/three adults jointly, and a minor

through a guardian.

 Non-Resident Indian / HUF cannot open an Account.

 Minors have a separate limit of investment of Rs. 3 lakhs and the same is not

clubbed with the limit of guardian.

 Facility of premature closure of account after 1 year but on or before 3 years

@ 2.00% discount.

 Deduction of 1% if account is closed prematurely at any time after three years.

 Suitable scheme for retired employees/ senior citizens and for those who need

regular monthly income.

National Savings Certificate (NSC)

 NSC VIII Issue (5 years) – Interest rate of 8.6% per annum w.e.f. 01.04.2012

 NSC IX Issue (10 years) - Interest rate of 8.9% per annum w.e.f. 01.04.2012

 Minimum investment Rs. 100/-. No maximum limit for investment.

 No tax deduction at source.

 Investment up to Rs 1, 00,000/- per annum qualifies for Income Tax Rebate

under NSC - section 80C of IT Act.

 Certificates can be kept as collateral security to get loan from banks.

 Trust and HUF cannot invest.

 A single holder type certificate can be purchased by an adult for himself or on

behalf of a minor or to a minor.

39 | P a g e
Public Provident Fund (PPF)

 Interest rate of 8.8% per annum w.e.f. 01.04.2012.

 Minimum deposit is 500/- per annum. Maximum deposit is Rs. 1,00,000/-

per annum

 The scheme is for 15 years.

 Investment up to Rs 1,00,000/- per annum qualifies for Income Tax Rebate

under section 80C of IT Act.

 Interest is completely tax-free.

 Deposits can be made in lumpsum or in 12 installments.

 One deposit with a minimum amount of Rs 500/- is mandatory in each

financial year.

 Withdrawal is permissible from 6th financial year.

 Loan facility available from 3rd financial year upto 5th financial year. The rate

of interest charged on loan taken by the subscriber of a PPF account on or

after 01.12.2011 shall be 2% p.a. However, the rate of interest of 1% p.a. shall

continue to be charged on the loans already taken or taken up to 30.11.2011.

 Free from court attachment.

 Non-Resident Indians (NRIs) not eligible.

 An individual cannot invest on behalf of HUF (Hindu Undivided Family) or

Association of persons.

 Ideal investment option for both salaried as well as self employed classes.

Senior Citizen's Savings Scheme

 Interest @ 9.3% per annum from the date of deposit on quarterly basis w.e.f.

01.04.2012

 Minimum deposit is Rs 1000 and multiples thereof. Maximum limit of 15 lakhs.

40 | P a g e
  Maturity period is 5 years and can be extended for a further period of 3 years.

 Age should be 60 years or more, and 55 years or more but less than 60 years

who has retired under a Voluntary Retirement Scheme or a Special Voluntary

Retirement Scheme on the date of opening of the account within three months

from the date of retirement.

 No age limit for the retired personnel of Defence services provided they fulfill

other specified conditions.

 The account may be opened in individual capacity or jointly with spouse.

 TDS is deducted at source on interest if the interest amount is more than Rs

10,000/- per annum.

 Investment up to Rs 1,00,000/- per annum qualifies for Income Tax Rebate

under section 80C of IT Act.

 Interest can be automatically credited to savings account provided both the

accounts stand in the same post office.

 Premature closure is allowed after one year on deduction of 1.5% of the deposit

and after 2 years on deduction of 1%.

 No withdrawal permitted before the expiry of a period of 5 years from the

date of opening of the account.

 Non-resident Indians (NRIs) and Hindu Undivided Family (HUF) are not eligible

to open an account.

Recurring Deposit Account

Post office recurring deposit is small savings scheme promoted by Govt of India

which can be opened in any of the post office. One can deposit as small as Rs 10

every month. On maturity after 5 years, INR 10/- account fetches INR 728.90/-.

Can be continued for another 5 years on year to year basis.Any individual (a single

adult or two adults jointly) can open an account.

41 | P a g e
 SWOT ANALYSIS
Strengths
 It is the only network of post offices spread throughout the country which has

the 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 in

gaining easy access to its network.

 It is one of the oldest institutions of the Government of India which is well

known to the customers and has well established and time tested procedures.

 In the rural areas where 85% of the post offices are located the workforce is

mainly 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.

Weaknesses
 There are legacy issues in converting a 150 year old government department

to deliver quality of services and products in competition with the private

sector.

 There are varying levels of infrastructure. The infrastructure is inadequate in

newly developed urban pockets and in rural areas.

 Customers are unable to get full benefits of IT induction such as track and trace

etc, due to limited use of technology.

 Customers have a perception of poor service.

42 | P a g e
  A number of players and substitutes operate in the market where once only

India 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. Slow

processing 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

recruitments has 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 monitoring

systems and ineffectual internal marketing.

 Lack of scientific costing has resulted in lack of awareness of cost of products

and services.

Opportunities
 Given its already extensive network, it is also possible and necessary for India

Post 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 residents

currently not being served or ill served - mainly in rural areas

 Focus on inclusive growth by the Government provides an opportunity to

leverage the network for last mile delivery. Already payments are being made

for MNREGS, old age and a number of other pensions. Data for Cost Price

Index for rural areas is collected through the Branch Post Offices and recently

the same has been brought out for the first time.

 Sustained growth in the economy means more business which provides

opportunity for a variety of products such as Direct Mail, e-Commerce, B to

C mails, parcels and logistic services etc.

43 | P a g e
  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 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 access to institutional credit.

 India Post is presently implementing its three flagship projects - India Post

2012 for networking and IT induction in all post offices, Project Arrow for

improving the look and feel of post offices and Mail Network Optimisation

Project for optimising the network from collection to delivery and

standardising the processes. These three projects will give platform for

modernising, expanding the range of products and services and enhancing the

quality of services.

Threats
 The main threat is of an underestimation of the value and potential of the

extensive 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 in

communications, mail, banking and insurance sectors present another threat

to India Post.

 An (internal) threat could be that India Post and its employees may be

unwilling or unable to meet the challenges it faces and to seize the opportunities

presented to them.

44 | P a g e
 Significance and scope
The geographical scope of the study is restricted to MAHAGAMA (MAHAGAMA) only

with sample size of 50 people.

All the analysis and suggestions are based on the analysis of the both primary and

secondary data.

Therefore the scope of the study revolves around the following aspects:-

 Consumer perception towards Advance Product

 Consumer awareness about Advance Product scheme and its benefit.

 Aware the Bank about the customer problems, especially in case of automobile

sector.

Research methodology
Research methodology is a methodology for collecting all sorts of information & data

pertaining to the subject in question. The objective is to examine all the issues involved

& conduct situational analysis. The methodology includes the overall research design,

sampling procedure & fieldwork done & finally the analysis procedure. The

methodology used in the study consistent of sample survey using both primary &

secondary data. The primary data has been collected with the help of questionnaire

as well as personal observation book, magazine; journals have been referred for

secondary data. The questionnaire has been drafted & presented by the researcher

himself.

 Sample Size:

Sample of 50 people was taken into study, and their data was collected

 Sampling Technique:

To study the Project, a Simple Random sampling technique is used.

 Data Collection: Collection of data is done by Secondary Data & through

Questionnaire i.e., Primary data was collected through Questionnaire.

45 | P a g e
 DATA ANALYSIS AND INTERPRETATION
1. AUTHORITY AND RESPONSIBILITY
MEANING- ACCORDING TO THIS PRINCIPLE, “AUTHORITY AND RESPONSIBILITY
SHOULD GO HAND IN HAND”

RESULTS OF EMPIRICAL INVESTIGATION

QUESTIONS NO.OF YES NO NO
RESPONDENTS RESPONSE

DO YOU HAVE ALL THE 50 38 07 05

AUTHORITY CONNECTED
WITH YOUR WORK?

EXPLANATION
About the principle of management – ‘authority and responsibility’, employees of the
company were asked to give reply to the question indicated in the table. A total
number 38 responded in favour while responded with a negative reply. However 05
people did not express any opinion.

CONCULISION
The figures given in the table are a clear indication of the fact that the employees
have got the authority to discharge their responsibility regarding the work entrusted
to them. It can therefore be said that this principle of management is being
implemented in this company.

2. UNITY OF COMMAND

MEANING - ACCORDING TO THIS PRINCIPLE, “THERE SHOULD BE ONE AND ONLY

ONE BOSS FOR EVERY INDIVIDUAL EMPLOYEES.

RESULTS OF EMPIRICAL INVESTIGATIONS

QUESTIONS NO.OF YES NO NO

RESPONDENTS RESPONSE

DO YOU GET ORDERS 50 43 04 03

FROM MORE THAN ONE
BOSS?

46 | P a g e
EXPALNATION

30 employees of the company were asked to respond about the principle of

management- unity of command, to the question given in the table. Only a total of 43
employees responded with ‘yes’, while 4 employees responded negatively. The
remaining of the employees did not give any reply.

CONCULISION

The figures given in the table tell us that out of 30 employees 23 employees said that
they received orders from single officer at a time. It can therefore be said that the
company has really understood the importance of this principle of management.

3. SUBORDINATION OF INDIVIDUAL INTERST TO GENERAL INTEREST

MEANING ACCORDING TO THIS PRINCIPLE, “THE INTERSTS OF AN ORGINATION

SHOULD TAKE PRIORITY OVER THE INTERST OF ANY ONE INDIVIDUAL
EMPLOYEE.”

RESULTS OF EMPIRICAL INVESTIGATIONS

QUESTIONS NO.OF YES NO NO RESPONSE
RESPONDENTS
DO YOU GIVE TOP PRIORITY 50 40 03 07
TO THE INTERESTS Of FTHE
COMPANY?

EXPLANATION
With respect to principle of management ‘subordination of individual interest to
general interest’. 50 employees of the company were asked to respond. Out of 40
employees responded in favour while the other 3 employees replies in the negative.
The remaining 7 employees did not give response.

CONCLUSION
On the basis of the figures available in the table it can be asserted that the employees
of the company gave priority to general interest over the individual interest.

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 4. REMUNERATION TO THE EMPLOYESS

MEANING - ACCORDING TO THE PRINCILPE, “THE EMPLOYEES SHOULD BE PAID

FAIR REMUNERATION, WHICH SHOULD GIVE THEM ATLEAST A RESPONSIBLE
STANDARD OF LIVING.”

RESULTS OF EMPIRICAL INVESTIGATIONS

QUESTIONS NO.OF YES NO NO

RESPONDENTS RESPONSE

DO YOU GET 50 50 00 00
REASONABLE
REMUNERATION?

EXPLANATION -Regarding the principle of management – remuneration to

employees 50 respondents were asked to express their opinion. Employees said that
they were not getting reasonable remuneration. On the other hand 50 employees are
expressing a positive opinion about it.
CONCULISION
On the basis of the above analysis all of the employees of the company are happy
with the remuneration.

5. CENTARLISATION AND DECENTRALISATION (EFFECTIVE CENTARLISATION)

MEANING

ACCORDING TO THIS PRINCIPLE, “THE SUPERIORS SHOULD ADOPT EFFECTIVE

CENTARLISATION INSTEAD OF A COMPLETE CENTRALISATION AND COMPLETE
DECENTARLISATION.”

RESULTS OF EMPIRICAL INVESTIGATIONS

QUESTIONS NO.OF YES NO NO
RESPONDENTS RESPONSE
ARE THE DAILY DECISIONS MADE 50 38 04 08
BY THE PERSON CONCERED?
ARE THE MAJOR DECISIONS 50 45 00 05
TAKEN ONLY BY THE HIGHER
AUTHORIRIES?

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EXPLANATION

Regarding the principle of centralisation and decentralisation all the employees were
asked two questions. First was about the routine decisions and other was regarding
major decisions. A total of 38 employees said that routine decisions were taken by
the person concerned. On the other hand 45 employees said major decisions were
taken by the higher authorities.

CONCULISION

The above analysis clearly shows that the company does not adopt a complete
centralisation. Neither does it do so in the case of decentralisation. Instead it can be
said that company follows then principle of centralisation in an effective way.

6. SCALAR CHAIN

MEANING ACCORDING TO THIS PRINCIPLE, “ORGINATION SHOULD HAVE A

CHAIN OF AUTHORITY AND COMMUNICATION THAT RUNS FROM TOP TO
BOTTOM AND SHOULD BE FOLLOWED BY MANAGER AND ONE SUNORDINATES.”

RESULTS OF EMPIRICAL INVESTIGATIONS

QUESTIONS NO.OF YES NO NO
RESPONDENTS RESPONSE
DOES THE BOSS DIRECTLY 50 41 06 03
COMMUNICATE WITH YOU?

EXPALNATION All the employees were asked the question given in the table
regarding the principle of scalar chain. A total 41 employees responded positively
while a total of 6 employees answer was in the negative. The number of employees
who did not express any opinion was only 3 employees.
CONCLUSION
The above analysis shows that majority of the employees vouch for the fact that they
have direct communication with the boss of their boss. It obviously it is an indication
of the fact that while communication between the two persons takes place in this
manner a step is being overlooked. It should be our inevitable conclusion that the
principle of scalar chain is being violated. This situation is certainly not in favour of
the company.

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 7. EQUITY

MEANING -ACCORDING TO THIS PRINCIPLE, “THE MANAGER SHOULD TREAT

THEIR SUBORDINATES AS FAIRLY AS RESPONSIBLE SO THAT THEY DEVELOP A
FEELING OF DEDICATION OF THEIR WORK.”

RESULTS OF EMPIRICAL INVESTIGATIONS

QUESTIONS NO.OF YES NO NO

RESPONDENTS RESPONSE

DOES YOUR COMPANY GIVE 50 37 08 05

EQUAL REMUNERATION TO
ALL THE EMPLOYEES
DOING A SIMILAR JOB?

EXPALNATION-Regarding the principle of equity the table was put to all the
employees. Total of 37 employees responded positively, while 8 employees gave
negatively reply. Those who did not give any response was 05 employees.

CONCULISION- The above analysis clearly establishes the fact that the questions
about the principle of equity elicited a mixed response from the employees. It can
therefore be said that the company is not conscious about observing this principle
of management. The violation of such an important principle of management gives a
rude shock to the efficient and a hard working employees and they start losing their
confidence in the company.
8. STABILITY OF PERSONNEL

MEANING - ACCORDING TO THIS PRINCIPLE, “THERE SHOULD BE A STABILITY

OF TENURE OF THE EMPLOYEES SO THAT THE WORK CONTINUES EFFICIENTLY.”

RESULTS OF EMPIRICAL INVESTIGATIONS

QUESTIONS NO.OF YES NO NO

RESPONDENTS RESPONSE

HAVE YOU SERVED THIS 50 45 05 00

COMPANY FOR THAN ONE
YEAR?

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EXPLANATION- All the 50 employees of the company were asked the question given
in the table regarding the principle stability of personnel. More than half the number
of employees responded that they have served the company for more than one year.

CONCLUSION- The above analysis indicates that labour turnover rate in the
company is on the higher side. Therefore Company has taken care of the stability of
the personnel in its own interests.
9. INITIATIVE

MEANING ACCORDING TO THI PRINCIPLE, “EMPLOYEES IN THE ORGINATION

MUST BE GIVEN AN OPPORTUNITY IN MAKING AND EXECUTING PLAN”

RESULTS OF EMPIRICAL INVESTIGATIONS

QUESTIONS NO.OF YES NO NO

RESPONDENTS RESPONSE

DOES YOUR BOSS GIVE 50 45 05 00

IMPORTANCE TO YOUR
SUGGESTIONS?

EXPALNATION- In order to check the implementation of the principle of ‘initiative’

in the company all the 50 employees were asked the question given in the table. A
total of 45 employees were in favour of the question and 5 employees were in in
favour.
CONCLUSION- The above experiment shows that more than fifty percent
employees felt that their opinions were given importance. This helps in encouraging
initiative and confidence of the employees.

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 EMPIRICAL INVESTIGATION
(BASED ON PERSONAL OBSERVATION)
In this chapter the selected principles of management have been examined on the
basis of personal observation. In other word, this chapter would test the practical
implication of some of the principles of management given by HENRY FAYOL
through personal observation. In order to check statistics on the basis of personal
observation, we made efforts in two ways. First observation and second in the form
of a client. The results obtained with the help of both the efforts have been briefly
explained as follows:
1. DIVISION OF WORK
Meaning- According to this principle, “as far as possible the whole work should
be divided into small parts and each individual should be assigned only one part
of the work according to his ability and taste repeatedly so that the benefits of
specialisation may be achieved.”
RESULTS OF EMPIRICAL INVESTIGATION
During the course of personal observation regarding the principle of division of
labour whatever was observed in the company may be described as follows:
 Close to entrance gate the company has located a reception counter. All
the customers were being received here. They were being told where from
they could obtain the items they wanted to purchase and which section
they should visit.
 When the customers reaches the section concerned, the sales man helps
him choosing the items of his need. Here the sales is finalised. The sales
man hands over a token to the customer and directs him to the payment
counter.
 In the meantime the goods are carried to the billing counter.
 From the billing counter the goods are sent to the packing counter.
 From packing counter, the packed material and the bill are sent to the
payment counter, the customer is already at the counter along with the
token. Here the customers hand over the token, makes the payment and
takes delivery of the goods purchased.

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CONCLUSION
The above stated facts indicates that the company has divided the total work into
many parts. All the people perform particular job repeatedly. Therefore, it can be
said that the principle of division of work is actually being observed.
2. DISCIPLINE
Meaning- according to this principle, “the organisational rules and employment
agreement should be obeyed by both the superiors and subordinates which are
necessary for the successful working of the organisation.”
RESULTS OF EMPIRICAL INVESTIGATION
During the course of personal observation regarding the principle of discipline
the following facts came to light. It was observed that the employees usually got
into personal conservation the moment they found any opportunity of doing so.
They indulged in long conversation over the telephone in a joyful mood.
Sometimes even the customers were seen being ignored.
CONCLUSION
The above facts highlights the important aspects of their conduct. It shows that
the employees are not fulfilling their commitment with the company to work
honestly for it. Therefore it can be said that this principle of management ids
being violated in the company.
3. UNITY OF DIRECTION
Meaning- According to this principle, “there should be one head and one plan
for a group of activities having the same objective.”
RESULTS OF EMPIRICAL INVESTIGATION
During the course of personal investigation, the following facts came to our notice
regarding the principle of unity of direction. The business of the company are
divided mainly into:
 insurance for different ages group
 insurance for females
 insurance for retirement benefits
 insurance for death benefits

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CONCLUSION
The above facts make it clear that the company have different types of plan for
people doing insurance. All the plans have different benefits. This situation tells that
the principle of unity of direction is being implemented in the company.
4. ORDER
Meaning- According to this principle, “a right should be placed at the right job
and a right thing should be placed at the right place.”
RESULTS OF EMPIRICAL INVESTIGATION
During the course of our investigation regarding the principles of order the
following facts were observed:
 It was found that all the units have arranged the good in a proper and
orderly manner.
 Whenever the material/ goods got scattered because of the rush of the
customers, it was immediately reported in its proper place. All the
employees were observed to be working in their decided place of work.
CONCLUSION
The above description makes it clear that all the goods are placed in their decided
place. Similarly, all the employees work only on the pre- determined place of duty.
Therefore it can be said that the principle of order is being observed in the company.
5. ESPRIT DE CORPS
Meaning- According to this principle, “a manger continuously make efforts to
develop a team spirit among the subordinates.”
RESULTS OF EMPIRICAL INVESTIGATION
During the course of personal investigation the following facts with regard to the
principle of esprit de corps came to light:
 Usually the mangers were seen using the words ‘I’ instead of the word ‘WE’.
 It was also observed that the managers did not show any interest for his
subordinates.
CONCLUSION
The above facts make it clear that the managers in the company are the victims of
some sorts of superiority complex, that is the reason as to why they give importance

54 | P a g e
to the word ‘I’ instead of the word ‘WE’. In the presence of a situation the question of
the feeling of cooperation on the part of the employees is simply out of question.
This principle of management is surely being violated in the company. This is not a
good situation.

Results of EMPIRICAL INVESTIGATION based on

questionnaire

SL. NAME OF PRINCIPLES OF RESULTS

NO. MANAGEMENT

Favourable Unfavourable
1 AUTHORITY AND RESPONSIBILITY

2 UNITY OF COMMAND

3 SUBORDINATION OF INDIVIDUAL
INTEREST TO GENERAL INTEREST

4 REMUNERATION TO THE EMPLOYESS

5 CENTARLISATION AND
DECENTRALISATION (EFFECTIVE
CENTARLISATION)

6 SCALAR CHAIN

7 EQUITY

8 STABILITY OF PERSONNEL

9 INITIATIVE

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THE ABOVE TABLE SHOWS THAT THE EMPLOYEES EXPRESSED THEIR OPINION ON 9
PRINCIPLES OF MANAGEMENT. OUT OF 9 PRINCIPLES THEY RESPONDED FAVOURABLY ABOUT
6 PRINCIPLES WHILE THEY RESPONDED WITH A NEGATIVE REPLY IN CASE OF THE REMAINING
3 PRINCIPLES.

Results of EMPIRICAL INVESTIGATION based on

personal observation

SL. NAME OF PRINCIPLES OF RESULTS

NO. MANAGEMENT

FAVOURABLE UNFAVOURABLE

1 DIVISION OF WORK

2 DISCIPLINE

3 UNITY OF DIRECTION

4 ORDER

5 ESPRIT DE CORPS

THE ABOVE TABLE MAKES IT CLEAR THAT FAVOURABLE OPINION

CANBE EXPREESED WITH REGARD TO 3 PRINCIPLES OUT OF A TOTAL

OF 5, WHILE THE OTHER 2 PRINCIPLES GET NEGATIVE OPINION.

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 QUESTIONNAIRE
SERIAL QUESTIONS YES NO NO NO. OF
NO. RESPONSE RESPONDENTS
1 Do you have all the 28 07 05 50
authority connected
with your work?
2 Do you get orders from 43 04 03 50
more than one boss?
3 Do you give top priority 40 03 07 50
to the interest of the
company?
4 Do you get reasonable 50 00 00 50
remuneration?

5 Are the daily decisions 38 04 08 50

made by the person
concerned?
6 Are the majors’ 45 00 05 50
decisions taken only by
the higher authorities?
7 Does the boss of your 41 06 03 50
boss directly
communicate with you
or do you communicate
directly?
8 Does your company give 27 08 05 50
equal remuneration to
all the employees doing
a similar job?
9 Have you served this 45 05 00 50
company for more than
2yeras?
10 Does your boss give 35 06 09 50
importance to your
suggestions?

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 Conclusion

It can be concluded, that Indian Postal Service needs

technological, social, cultural & economic change. With a little

bit of change, it can create a monopoly in the market.

But Indian postal services is only one central government

services for Indian peoples as well as post card , postal stamp

KVP , NSC ,MIS and other some product which is best campier

to other private company like Postal life insurance.

Lastly conclusion is a - - - - - - - -

“India is a beautiful so our Post Office”

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 BIBLIOGRAPHY

 www.indiapost.gov.in

 Wikipedia

 www.business-standard.com

 www.indiapost.gov.in/POSBActs/SMALLSAVINGSS

CHEMES.pdf

 www.moneycontrol.com

 articles.economictimes.indiatimes.com

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