DET and Project Arrow Key Performance Indicators KPI1.

DET and Project Arrow Key Performance Indicators

KPI1

Session objectives

Explain the monitoring system built in to Project arrow

Explain how the data is made available for analysis

List the key performance indicators and explain their significance

Explain the monitoring process

List the tools available

KPI2

To start with, Let us recall the Project arrow concept

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Present Scenario

•70% of India’s 1.1 billion people live in rural areas

•Most villages & small towns do not have enough connectivity /outlets to the mainstream economy

Potential of India Post

• India Post has over 1.55 lakh post offices across India, with more than 1.25 lakh in rural areas

• This vast network provides a huge opportunity to connect remote areas with the mainstream

Make post office the “window to the world” for ‘aam aadmi’.

Project Arrow conceived in April 2008• Focus on improving the core operations of post offices&• Enhancement of “look and feel” to create a unique identity

Conceptualisation of Project Arrow

KPI4

"Get the core right"

"Modernize the look and feel"

Scope Objectives

• Make a visible, tangible, and noteworthy difference in post offices that matters to the common man

• Verify and certify progress on ongoing basis using clearly defined Key Performance Indicators (KPIs) for each improvement area

• Set the foundation for a comprehensive transformation of India post

• Focused efforts to significantly improve four core areas of the postal service– Mail delivery– Savings Bank – Remittances– Office service levels

• Broad approach to upgrade, enhance capacity and quality in – Branding– Technology– Human resource– Infrastructure

Scope and objectives of Project Arrow

KPI5

“Get the core right”

Mail delivery Savings bank Office service level Remittances

• Ensure same day delivery of mail received and same day dispatch of mail collected

• Reduce transaction time at counters and for account transfer/closure and settlement of deceased claim cases

• Improve customer satisfaction along all parameters from appearance to operations

• Delivery of money orders on the day of receipt and providing web-enabled remittance services

“Modernize the look and feel”

HR Infrastructure Technology Branding

• Identify roles and job descriptions for all & design suitable training packages to enhance opera-tional and soft skills of staff

• Develop standardised and consistent interior and exterior blueprint and ensure uniform implementation

• Decide on required hardware, software and connectivity to enable post offices to provide all IT enabled services even in rural areas

• Ensure uniform brand hierarchy as well as consistency for all products and services

1 3 42

5 7 86

Covers 8 silos

KPI6

Project Arrow

Holistic & integrated view

Equal focus on both core postal operations and look and feel

Standardized approach

Standard targets & improvement measures deployed across the country

Effective measurement

Central programme office & IT-enabled tools for reliable measurement

Capability building

On-the-ground training, workshops and professional consultancy

Ownership at the highest levels of the organization

Key Elements

Uniqueness in approach

KPI7

Introduction to Project arrow Monitoring system

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Aligned with strategic objectives

• Linked to priorities and scope of organization / department• Structured approach to choose selected areas and KPIs based on overall

corporate strategy• Focused number to direct employee priorities

Focused on driving performance improvement

• Internal and external benchmarks selected to stretch performance• Variances clearly highlighted and tracked• Metrics and targets created with employee input to ensure buy-in

Designed to provide snapshot of performance

• Layout designed to facilitate quick assessment of performance along a number of dimensions

• Use of visual clues (e.g., colours, graphics) to guide user• Ability for user to quickly drill down

Integrated into larger performance management framework

• Post-office level KPIs along with aggregation at every level to ensure integration with directorate-level framework

• Input to regularly scheduled performance dialogues

For Performance monitoring, automated reporting mechanism exists

KPI9

Data extraction for KPI calculation

KPI10

Data from PO database and web entered data used to create KPI based Performance dashboard

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• Process is fully automated• Fetches data from transactions at Post Offices• A data extraction application installed in all Post Offices is run

at the end of the day to upload KPI related data to central server

• KPIs are based on transparent data collection and logical analysis which is verifiable

• Tracks mail and savings bank related transactions – More emphasis on mail

• Data collected is also used to calculate revenue of Project Arrow offices

Data collection process for MIS

KPI12

• ‘Accounts MIS client’ designed by CEPT Mysore installed in each project arrow office – both HPO and SPO is run

– at the end of the day – after the close of office transaction and – generation of day’s reports

• The application fetches project arrow related data, creates message file and uploads to CEPT Mysore through WAN

• In Head Post office, a message file containing accounting information (financial transactions) is also created which also passes on to CEPT

• At the CEPT, accounts data is stored for MIS generation and project arrow files are forwarded to NIC server for generating dashboard reports

• As on date a total of 10474 Post Offices identified as project arrow offices are using the reporting mechanism everyday

• Proper functioning of all the PO applications is a prerequisite for successful data generation

• The Account MIS client application need not be physically run to exchange data - can be scheduled to perform these tasks

Process flow -

KPI13

eMO Commission

Revenue in Cash

Cash Received from Bank/H

O

Bills Paid

UCP

Loan Receipt

s

Cash to HO/Ban

k

Loan Paymen

t

Renewal

Premium

PLI/RPLI First Year

Premium

MO Paid

RD WithdrawalsSB

deposits

SCSS Deposi

ts

Stamps Sales

MO Issue

Pension

Payment

UCR

eMO Issue

KVP/NSC

Discharge

SCSS Withdrawals

SB Withdrawals

KVP/NSC Issue

DET captures data on 180 heads of accounts from 26000 Post Offices

KPI14

General Receipt General Revenue SB Receipt PLI Receipt

General Payment General Expenditure SB Payment PLI Payment

Revenue in Cash

Stamps Sales

FM Reven

ue

eMO Commission

Cash Received

from Bank/HO

MO Issue

eMO Issue

Bills Paid

UCP

Pension

Payment

Cash to

HO/Bank

MO Paid

SB deposit

s

KVP/NSC Issue

SCSS Deposi

ts

RD Withdrawals

KVP/NSC

Discharge

SCSS Withdrawals

SB Withdrawals

Loan Receipt

s

Renewal

Premium

PLI/RPLI First Year

Premium

Death Claim

Payment

Loan Paymen

t

PLI/RPLI Maturit

y Paymen

t

Data captured is grouped for meaningful data presentation in MIS

KPI15

• Receipts of all nature like eMO Issue, MO Issue, Cash received from Bank or HOGeneral Receipt

• All Revenue items like eMO Commission, Stamp Sale, FM Revenue, Revenue in CashGeneral Revenue

• Savings Bank Receipts KVP / NSC Issue, SCSS Deposits SB DepositsSB Receipts

• PLI /RPLI Renewal Premium ,Loan Receipts, PLI / RPLI First year PremiumPLI Receipts

• All Payments like MO Paid ,Cash to HO / Bank, IPO PaymentGeneral Payments

• Expenditure to DoP like different Bills Paid items, Pension PaymentGeneral Expenditure

• RD , SB Withdrawal ,SCSS Withdrawals• KVP / NSC DischargeSB Payment

• PLI / RPLI Maturity Payments, Death Claim Payments Loan PaymentPLI Payments

Account head categorisation for presenting financial transaction MIS

KPI16

Project arrow data files

Project Arrow Data file is created after fetching the daily transaction data in r/o 96 fields spread across Point of Sale, Postman, Despatch, Speednet, Treasury modules (functioning applications)

Once File is received at CEPT Server, list of Files received/not received is displayed in AccountsMIS Website at url : https://services.ptcmysore.gov.in/accountsmis

Then the Project Arrow Data file will be transmitted to NIC Server and the reports can be viewed at http://IndiaPostarrow.gov.in

KPI17

• Number of articles Booked in r/o different products, Amount realizedPoint of Sale

• No of articles in Deposit, Received, Issued to Postman, Undelivered, Missent in r/o different categories of articles

• No of articles despatchedDespatch

• Various Revenue Items like ePayment Commission, Stamps Sale, Publication SaleTreasury

• No of transactions of different types, Avg time for transactions, Signature ScanningSanchay Post

Sample data collected from working applications for KPI

KPI18

Key performance indicators - Logic

KPI19

• Performance is measured over 19 KPIs• Measurement of each Post office/circle is on a scale of 0 to

100• Each item of the KPI is assigned a weightage based on the

importance of the related activity• Tolerance value is prescribed for a percentage of non

achievement due to known constraints• Weightage is reduced for each KPI by the prescribed

percentage, if the performance falls below the target value• Shortfall will be subject to the maximum assigned for KPI;

Tolerance is not considered in calculation

KPI overview

KPI20

This KPI assesses the performance of the office on the following two objectives• All mail received on the day should be sent out on the same day for delivery• Mails issued for delivery should be delivered on the same day

KPIs and scoring logic – mail delivery

KPI21

KPIs and scoring logic – mail despatch

The objective for these KPIs are• All money orders should be eMOs• All mail collected should be despatched the same day

KPI22

KPIs and scoring logic – Savings bank

The components for assessment of this KPI are• Specimen signature must exist in electronic format for all types of

accounts• Number of account transfer requests not finalized should be below

tolerance level and must not remain unattended for a long time• Cases of claims for balances from deceased customer’s accounts

should not be beyond the tolerable limits

KPI23

Circle scores are affected for the following reasons• In the reporting week, office is reported for less than 3 days•Postman module is not operational in the reporting week•Speednet module is not operational in the reporting week

KPI overall

KPI24

Project arrow monitoring through KPI analysis

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Project arrow – Monitoring process

• Program office at the central head quarters follows up the overall performance• Program office at each circle headquarters follows up circle performance to

reduce delinquencies• Login available for each Postal Division and PO to monitor status• The web address is: http://www.indiapostarrow.gov.in

KPI26

Project arrow – Web based monitoring tool’s dashboard

KPI27

Monitoring tool – Reports available

Reports available

Daily

PO KPI sheetCircle KPI

sheet

PO extracted dataCircle extracted

data

Periodical(weekly, fortnightly, date to date)

Summary reports KPI reports-Mail delivery, mail

dispatched and SBDelinquency Reports

KPI28

Monitoring tool – Daily Reports available

KPI29

Monitoring tool – Periodic Reports available

KPI30

Key Performance indicator Units Tolerance KPI Value Status

Per cent mail not sent for delivery (Ord) % 0% 0.00%Per cent mail not sent for delivery (Regd) % 0% 0.00%Per cent mail not sent for delivery (SP) % 0% 0.00%Per cent mail not sent for delivery (MO) % 0% 0.00%Per cent mail not sent for delivery (eMO) % 0% 0.00%Per cent mail not sent for delivery (Registered Parcel)

% 0% 0.00%

Per cent mail not delivered same day (Ord) % 0.00% 0.07%Per cent mail not delivered same day (Regd) % 5.00% 21.24%Per cent mail not delivered same day (SP) % 3.00% 9.03%Per cent MO  not delivered same day (MO) % 5.00% 11.98%Per cent MO  not delivered same day (eMO) % 18.76%Per cent MO  not delivered same day (Registered Parcel)

% 24.06%

Percent of eMO booked (out of total MO booked) % 100% 98.95%

Percent of mail booked and despatched ( Regd) % 100% 97.70%Percent of mail booked and despatched (SP) % 100% 90.46%Percent of mail booked and despatched ( EPP) % 100% 100.00%Number of Pending deceased claim cases # 5 32Number Of account Transfer Request # 5 80Percent of Savings Bank account where signature scanning is completed

% 100% 92.87%

Mail & MO Delivery

Mail Booked and Dispatched

Saving Bank Performance

Sample circle score card for one day (Tamil Nadu - 16/02/2012)

Beyond Tolerance

Within Tolerance

Legend

KPI31

Circle TAMILNADU Ordinary Mail 490338 Money Orders 799 Speed Post Articles

2406

Date 16/02/2012 Registered Letter 51177 eMO 75124 Registered Letter 4007Score 40.67 Speed Post 59554 Local MO 2147 Money Orders 268

Money Orders 10580 Registered Letter 37822 Missent eMO 629Registered Parcel 3256 Registered Parcel 1584 Registered Parcel 268eMO 68449 speed Post 26807

EPP 297

Money Orders 20679 Max Txn time For SB Counter

11077.2 Postage Realized in Cash in a day

2103657.39

Sum of MPCM Transactions

174365 Registered Letter 78962Maximum age of Account Closure Request

80PLI and RPLI premium Collection

481547.53

Sum Of SB Transactions

90124 Speed Post 225900Maximum age of account transfer Request

5612.24 ePayment Commission

2020

Total Revenue 15377318.4

Mail In Deposite Saving Bank Accounts

Circle Dashboard (Daily)Post Office Details Mail Volume Received Mail Volume Booked Mail Volume Missent

Transactions

Sample circle daily dashboard (Tamil Nadu - 16/02/2012)

KPI32

Circle KARNATAKA Ordinary Mail 4118000 Money Orders 6667 Speed Post Articles

34380

From Date

01/02/2012 Registered Letter 408812 eMO 1872569 Registered Letter 45053

To Date 15/02/2012 Speed Post 1223502 Local MO 9649 Money Orders 289Score 37.46 Money Orders 32397 Registered Letter 314527 Missent eMO 7336

Registered Parcel 46531 Registered Parcel 18293 Registered Parcel 5874eMO 325035 speed Post 372339

EPP 5330

Money Orders 80107 Max Txn time For SB Counter

6951.3 Postage Realized in Cash in a day

16573608.5

Sum of MPCM Transactions

2667720 Registered Letter 325646Maximum age of Account Closure Request

79.15PLI and RPLI premium Collection

6997488.43

Sum Of SB Transactions

1027398 Speed Post 1097839Maximum age of account transfer Request

1725.84 ePayment Commission

78469

Total Revenue 138919344

Post Office Details Mail Volume Received Mail Volume Booked Mail Volume Missent

Transactions

Mail In Deposite Saving Bank Accounts

Circle Dashboard (Periodic)

Sample circle periodic dashboard (Karnataka – From 01/02/2012-15/02/2012)

KPI33

Registered

Letter

Speed Post

EPP

1 H.A.L II Stage H.O 100 100 98.93 1002 R. T. Nagar 100 99.59 99.78 100

Circle KPI 100 99.73 99.61 100

POType - HO

Region - BANGALORE HQ

KPI Mail Dispatched for period of 30-Jan-2012 to 04-Feb-2012 for phase All Phase

S. No. Post Offi ce

Percent of eMO booked (out of total MO booked)

% of Mail Booked and Dispatched

Circle - KARNATAKA

Division - BANGALORE EAST

Sample circle KPI mail despatched - Weekly

KPI34

Project monitoring

Project arrow performance review is through video conference Chaired by Secretary DOP and participated by all Circle Heads Performance review takes place based on the data collected by the program

office

KPI35

Video conferencing in session

KPI36

1,699 (99%) Post offices reported on all working days in the week ending 3rd Feb, as compared to 1,703 (99%) in the last review

5 4 3 2 1 00

1713

8 2 0 1

1699

19 1 1 1 3

Week 27th Jan Week 3rd Feb

Data extracted on 7th Feb, After 11.30

hrs.

Delinquent Offices in the week - 3rd Feb

Project monitoring – Report of offices not submitting files for analysis

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Project monitoring – Trend analysis of reporting from all circles

KPI38

Project monitoring – DOP performance in mail handling

KPI39

Project monitoring – Follow up of missent articles received

KPI40

Post offices with less % of Signature scanned

Circle-wise position of savings accounts and signature scanning

KPI41

Questions?

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Thanks

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