Citizen Charter 1Empowering and Connecting India.

1

Citizen Charter

Empowering and Connecting India

India Posts products and services will be the customers first choice.

Vision

2Empowering and Connecting India

• To sustain its position as the largest postal network in the world touching the lives of every citizen in the country.

• To provide the mail, parcel, money transfer, banking, insurance and retail services with speed and reliability.

• To provide services to customers on value-for money basis.

• To ensure that the employees are proud to be its main strength and serve its customers with a human touch.

• To continue to deliver social security services and to enable last mile connectivity as a Government of India platform.


Mission

• Public Institutions , private businesses and print media,

• Government organizations, • Other postal administrations,

• Philatelists


Our Customers/ Clients

• Letters, postcards, Inland letter cards, book packets, value payable post, parcels, Flat Rate Box, Logistics Post, ePost, etc.

• Registration and insurance of postal articles and parcels covered by such facility.

• Premium mail services like Speed Post, Business Post, Direct Post, Bill Mail Service, Express Parcel Post, etc.

• Delivery services are provided by the designated delivery post offices and Branch Post Offices in villages.


Our Services- MAILS

• Money Transfer Money Order, Instant money order, MO Videsh, Indian Postal Order, etc.

• Post Office Savings Bank- Small Savings Schemes and Savings Certificates.

• Postal Life Insurance and Rural Postal Life Insurance


Our Services- FINANCIAL

• Promotion of philately,

• Issue of definitive postage stamps.

• Issue of commemorative and special postage stamps

• Delivery through Philatelic Bureau and counters as well as through ePost Office.


Our Services- PHILATELY

• Sale of postage stamps and postal stationery etc.

• Booking of registered, insured, Speed Post and other mail articles etc.

• Booking of money orders, various transactions relating to Post Office Savings and Postal Life Insurance (PLI)/Rural Postal Life Insurance (RPLI) etc.

• ePost Office for anytime anywhere transaction related to instant money order, electronic money order and philately products.


Our Services- COUNTER


Service Standards -MAILS

Services/Transaction Success Indicators Service Standards

Unit

Delivery of First class mail

Local and between Metro Cities

2 Days

Rest of India 4-6

Delivery of Registered articles


3 Days

Rest of India 5-7

Delivery of Speed Post


2 Days

Rest of India 4-6

International EMS articles

All International Mail articles are subject to customs examination

4-10 Days


Service Standards- MONEY TRANSFER

Services/Transaction Success Indicators Service Standards

Unit

Payment of Ordinary Money Transfer


3 Days

Rest of India 4-6

Payment of Instant Money Order(Service available at specified offices)

Booking to transfer to payee post office

15 MINS

Payment on production of code and ID by receiver at the destination post office

20


Service Standards- POSB other than counter services

Services/Transaction

Success Indicators Service Standards

Unit

Transfer of Accounts (Please collect receipt issued at the time of acceptance of request)

When request is for transfer of accounts within the same Head Post Office

1 Days

When request is for transfer of accounts in post offices which are under different Head Post Offices.

7

When request is made at the transferee post office

20

Settlement of customer requests for Deceased claims, Issue of Duplicate Passbook, Interest posting (in office other than Head Post Office)

Time taken for settlement starting from the time of receipt of completed documents.

7 DAYS


Service Standards- POSB other than counter services


Success Indicator Service Standards

Unit

Discharge of Savings Certificates at post office other than the office of purchase

Time taken from the receipt of application for discharge of certificates at the post office.

30 Days

Transfer of Savings Certificate

Time taken from the receipt of application for transfer at the post office.

30 DAYS

Issue of Duplicate Certificate

Time taken from the receipt of application along with required documents :- at the post office of issue of the Certificate

30 DAYS


Service Standards- PLI-RPLI



Unit

Acceptance Letter

Issue of Policy Bond

Time taken from the receipt of completed documents

15 Days

Settlement on Maturity of policy

30 DAYS

Settlement of claims on death of policy holder

With nomination 30 DAYS

Without nomination (time taken after production of required documents.)

Involving investigation 90


Service Standards- PLI-RPLI



Unit

Transfer of policy from one Circle to another

Time taken for settlement on receipt of request

10 Days

30 DAYSPaid up Value of policy

Revival of policy Conversion of policy

Time taken from receipt of request

15 DAYS

Settlement of following customer requests :- Loan against policies,- Change of address,- Change of nomination,- Assignment of policy,- Issue of duplicate policy bond

Time taken for settlement on receipt of request

10 DAYS


Service Standards- COUNTER



Unit

Booking of articles Registered, Speed Post, Value Payable, Insured, Money Order, e MO, Premia collection for PLI/RPLI, sale of forms, bill collection,

Transaction time at the counter (excluding waiting time in queue)

5 Mins

Savings Bank and Savings Certificate Transactions* - Deposit, Withdrawals, updation of pass book


5 Mins

Savings Bank and Savings Certificate Transactions *-Opening of Account, Closure of Accounts, Issuance of Certificates, Discharge of Certificate


105 Mins

Note: At Project Arrow Post Offices *For Savings Bank and Certificate Transactions at Head Post Office.


Service Standards- COMPLAINTS



Unit

Issue of Acknowledgement of complaint . (Instantaneous in case of web registration

Time from lodging of complaint- at Customer Care Centre

1 Day(s)

By post or other means 7

Settlement of Complaints Time from lodging of complaint

60 Days

Settlement of complaint in cases requiring investigation

90


Service Standards- BOs



Unit

Sale of Stamps and stationery, Booking of Registered Articles, Booking of Money Orders, Collection and Payment of PLI premia, Post Office Savings Bank Deposit ,Post Office Savings Bank Withdrawals up to Rs. 5000/-, etc

Transaction Time at Branch Post Office

1 Day

Transaction which are required to be authorized / routed through the Account Office e.g. :- Post Office Savings Bank Accounts opening and closing,- Withdrawals above Rs. 5000/-, - Post Office Savings Bank maturity claims, discharge of certificates- Maturity claims of Postal Life Insurance and Rural Postal Life Insurance policies, etc

Completion or settlement of the transaction.

(Includes processing time at the Account office.) Add 7 days to each of the corresponding service standards for Departmental Post Offices.

+7 days in addition to the relevant service standards for Deptl. Post Offices.

DAYS

Empowering and Connecting India 18

• Address of addressee and sender should contain House Number, Name of Street, City, District, State and Pin Code., Name of village of addressee and the name of the delivery Branch Post Office of the addressee, Phone number of the sender and addressee.

• To conform to packing, size and content requirements for registered and Insured articles and parcels

• To comply with instructions for articles prohibited

• Affix correct amount of postage on mail articles.

• Provide Mail Box on the ground floor for each address in the multi storied building.

• Notify the delivery post office of the change of address and provide the forwarding address.

• Give proper authorization to his/her representative for receiving delivery of registered, insured, money orders and Speed Post etc. in his/her absence

• Cooperate by producing ID on demand by Postmen or at the counter.

• Insist on obtaining receipts for articles and money orders booked

Expectations from Service Recipients- MAILS

Empowering and Connecting India 19

• Provide Know Your Customer (KYC) documents as prescribed.

• Check the Agency Number, Authorization and validity of the Small Savings and Postal Life Insurance Agents and Rural Postal Life Insurance Agents before carrying out any transactions with them.

• Keep pass book updated and secure. Obtain receipt if passbook is handed over to the post office check the last balance in the Pass Book matches with that written in the receipt.

• Make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance and Rural Postal Life Insurance.

• Do not disclose the code numbers of instant money orders and MO Videsh communicated by the Post Office to any person other than the recipient.

• Bring the officially valid ID for iMO payments.

• Collect receipt when handing over requests for transfer or deceased claim

Financial Services

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Sevottam


PricewaterhouseCoopers

Civil Servant

citizen

“How do we connect policy with operations?”

politician

“We sometimes assume that policies will

implement themselves.”

“The civil service requires a better delivery culture.”

• The Quality Management System (QMS) developed by the Department of Administrative Reforms and Public Grievances, Government of India, is called SEVOTTAM

• The term is a combination of two Hindi words – ‘Uttam’ + ‘Seva’= Sevottam

• It is backed by an Indian Standard IS 15700 :2005 that was especially created for certifying achievement of excellence in service delivery in the government service sector

Quality Management System called Sevottam framework aims at filling these gaps through a simple process

Sevottam seeks excellence by focusing on Quality Standards based Public Service Delivery only

• Uncertainty is sought to be removed through published standards

Government’s services delivery should not be a game of dice - Citizen’s should know what to expect ? how much to expect?

from whom ? when ? And where?

• 1. Citizen’s Charter – that specifies and publishes the standards of service delivery

• 2. The Grievance Redress Mechanism that process complaints from citizens when standards in Citizen’s Charter are not met in the service delivery• 3. Capacity Building for service delivery to bring improvements on a continuous basis

The QMS Sevottam framework provides the answer through three modules that help to identify Gaps in Service Delivery


The Three Modules of QMS Sevottam Framework


Simple Seven Steps that cover the entire QMS Sevottam framework

• The 12th Plan will also focus on quality monitoring, maximizing customer satisfaction, transparency in all processes and improved service delivery.

• Hence Sevottam, an initiative for improvement of service delivery developed by Department of Administrative Reforms and Public Grievances will be implemented in 832 Head Post Offices.

• This is expected, in addition to monitoring of service delivery under Project Arrow and Mail Network Optimisation Programme to significantly improve service delivery performance and thereby lead to customer satisfaction and expansion of customer base for Department of Posts.

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Post Forum


ARRANGEMENT FOR CONSULTATION

POST FORUM

•

• A venture to foster better relationship with clients and to create a ready responsiveness to public needs.

• Post Forum is a representative body of users of a post office to advise the post office on matters of its service in public interest conceived in the widest sense.

• Revived with the advent of Project arrow

ARRANGEMENT FOR CONSULTATION

POST FORUM

• It consists of not more than 7 (seven) Members. They shall be users of the post offices.

• It meets every two months. • Each post office where the Citizens Charter

has been implemented is having a post Forum.

• Post Forums:– Purpose– Composition– Process– Role of Postmaster/ASPs

• Activity:• See that PMs hold Post Forum Meetings

regularly as prescribed

You are an Enabler of Change

Responsibilities of the PM & ASPsPMs

• To fix the date of the forum quarterly meeting

• To invite the members• To welcome the members & hold meeting

with them• To listen to their problems/suggestions • To draw the minutes of the meeting• To issue copies to all concerned including

Supdt.• To find the remedy of their problems &

implement their worthy suggestions• To inform them about the action taken on

the problems/suggestions

ASPs• To review the minutes received from

PMs & put up to Competent authority with your notes

• To facilitate the PMs needing any order/assistance/action/ permission/budget/direction/guidance

• To supervise & monitor the conductance of meetings

• To talk to customers occasionally• To attend the meetings occasionally• To make every body aware on the ‘WHY’

concept of holding of the post Forum

Evolve Delivery Standards in a Project Arrow Post Office– Streamlining the pre-delivery processes– Streamlining the operations in the Post Offices– Streamlining the delivery process

• Do:-– Surprise checks of remarks on undelivered mails;

contacting the addressee to know whether he / she was present, posting test letters to Post Forum members and analyzing the results, encouraging the staff to meet the Blue Book Standards, aligning LB Clearance with first delivery, visiting parent mail office to reduce the missents, analyzing the error extracts.

DO SOME REINGINEERING

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DAK ADALAT


• Dak Adalats are held at Circle/Regional/Divisional level

• The Adalat is chaired by the Head of Circle/Region with two other Members at the Circle/Region

• The Adalat is chaired by the Head of Division at Divisional level

• Covers Pension cases and all types of problems relating to postal services like delay in transmission of mails, speed post articles, parcels, money orders, savings bank, cash certificates and counter services,

• Ultimate aim is to provide an on the spot redressal to the complainant.

Responsibilities of the ASPs• To publish/issue notice timely• To receive their grievances & register them• To do/get the enquiries done timely in the cases received to

facilitate on spot settlement• To put up progress to the Competent authority• To prepare replies/tentative remedies & brief the things to the

competent authority at least a day before the date of meeting• To do arrangements of the Adalat• To receive & welcome the customers- greet & treat them• To take the notes on the day of Adalat & thank the customers

after the hearing• To get the cases settled & close the file


• In case, posted at Divisional office, to do prompt enquiries/investigation of the cases received from Circle/Region

• To respond to Circle/Region’s queries on the cases promptly

THANK YOU

Citizen Charter 1Empowering and Connecting India.

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