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Training Opportunities in India Post. Presentation at the Pan African Postal Union 6 th and 7 th June 2009 Cairo, Egypt. India Post today. Network - covers the entire country. every fifth village has a post office .
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Training Opportunities in India Post Presentation at the Pan African Postal Union 6th and 7th June 2009 Cairo, Egypt.
India Post today Network - covers the entire country. every fifth village has a post office. Services - Mails, Parcels and Logistics, Remittance, Savings Bank, Insurance, Business, Retail and citizen centric. every second savings bank account is the country is a Post Office savings bank account. Organisation - government organisation. With a large workforce. highly subsidised rates for postcard and printed papers. We are 150 years old Our journey has just begun
We aspire to realise the vision of our nation . • Giving access to every citizen modern and quality services, • Reaching the benefits of social schemes to the right persons • .Modernised services to small and medium businesses to be in touch with their customers • Affordable services for all groups of customers.
The road map for 2012: the path for the turn around • Create an electronic network of all the 155,000 post offices • Extend banking in unbanked areas through tie up with banks. • Own Freighters for trunk routes. Modernize mail network • Core Banking Solutions in 4000 post offices • Insurance cover to 200 million lives . • Expand the network to areas not covered.
Human Resource Development 520,000 strong workforce will be the key to make the turnaround Investing in the human capital is a critical area for the of Indiapost There are challenges - a greying workforce used to traditional ways of working. A comprehensive plan is in place for training and development. Prohject Arrow has brought a Lot of learning in sharpening the programs. Strategy for bridging the gap of specialised resource persons for new areas Is also envisaged.
Project Arrow: Window to the world for the aamadmi The best way to reach high quality services to every citizen is through post office. • Focus of the Project was on the overall improvement of post office : Look and feel and • core areas – mails, savings bank, remittances and counter operations. The aim is to develop • a model which can be replicated for other offices. • Project mode used for initialising, planning , implementing and review. The project was • scaled up after a pilot. Adherence to timeline lead to achievements in a short time. • Process of monitoring is still going on.
Daily Monitoring of 450 Project Arrow Post Offices - KPI trendline . Results based on verifiable data 28th February 09 16th May 09 Registered not delivered 18.6% 3.26% Speedpost not delivered 3.1% 1.43 Money orders not delivered 15.1 0.62 By breaking down the processes into sub processes and writing KPIs it was possible to know “what are steps in each process which cause failure?” and “ which of the steps need to be fixed first?” This helped in looking for solutions which will be effective. Daily monitoring has helped in sealing the solutions in the operations.
Before After Project Arrow : Look and feel Making a visible difference in the customers perceptions of quality Lashkar Head Post Office Madhya Pradesh Project Arrow : Look and Feel – focused on Branding - new Logo . All post office have the same look. Technology - customers get all the enabled services all operations computerised Human Resource - staff trained in operations, technology and soft skills Infrastructure - buildings and public area done up in a uniform pattern. We are still learning – mentors program for adopting post offices to internalise improvements.
Programs of India Post : General interest • Leadership program for Postmasters – for mapping the processes, formulating KPIs, locating the shortcomings, underlying issues and taking steps for improvement. • Marketing for Rural Managers – how is rural market different , how to communicate , setting business targets and MIS. • Manager Mail BusinessCentre– how to get corporate ( business) mail out of the stream and give it the attention it needs. Bringing managers of bank office to the frontline for interacting with customers. • IFS / IPS – technology learning program on the UPU software. • Sorting Assistants Program – a simple program for improving quality of sorting • Programs under development : • International Parcels program (under development) • Train the trainers program
Sharing of experience • We would like to share your experience of Use of mobile phone for remittances • We would like to offer our learning in improvement of post offices and development of managers for rural and mail business.
Leadership program for Postmasters and Managers : Customised program • Dates : December 2009/ January 2010 • Duration : Two weeks • Venue : Delhi • Program Objective : • Improving performance of the post office in its core areas and its customer service. • Use the learning of experience of Project Arrow • At the end of the program, participants will have the know how to develop projects on similar lines for their administrations. • Program methodology : • Sessions / discussions ,visits, exposure to monitoring system and training initiatives for each job. • Related Project Management techniques and practice • Possibility of funding through Government will be taken up if sufficient interest is indicated.
Participation in programs of Indiapost • Please address the Embassy of India / High Commission for interest in participating in : • Customised program Leadership program for Postmasters and Managers This program will be organised if there are a minimum 20 participants. • Programs of Indiapost which may be useful: • Marketing for Rural Managers • Managers Mail Business centres.
