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UNIT 1. OFFICE PROCEDURE Mail operations. * Role of MTS in Post office. T o collect mails from ST Depot. To segrate the all the ordinary mails. To help in facing mails facing of mails. Deface the all mails received for delivery Help in sorting of mails

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Mail operations

* Role of MTS in Post office

To collect mails from ST Depot.

To segrate the all the ordinary mails.

To help in facing mails facing of mails.

Deface the all mails received for delivery

Help in sorting of mails

Clear all the letter box for assigning to despatch / delivery.

Role of MTS in Post office:

  • Facing of all mails receive for dispatch

  • Deface the stamps on articles for dispatch

  • Affix date and name stamp on check slips prepare bundle for dispatch

  • Closing of mail bags

    • Bags to be closed by MTS

    • Bags to be closed by PA / Supervisor

    • How to knot the bags (Vol. V)

  • Hand over bags to ST Depot or MMS

Receipt of Bags in Post offices

  • Receipt of Mails – through MTS

    • From Station

    • From Bus Station

    • From Mail office

  • What is your role in receiving & transferring of bags in your office?

  • Which bags are opened by you ? What care should be taken while opening of bags?

  • How will you dispose off the contents of a mail bag?

Receipt of bag

  • MTS has to carry Mail bags from Railway Station / Bus Station…

  • He should checks with reference to mail list

    • Whether bag is addressed to his office

    • Conditions of bags are in order

    • Details of bags tally with the list

    • List is date stamped and put up to Mail PA for signing and preserved.

Opening of Mail Bags




Parcel list with Parcels

Unaccountable articles


Registration PA

Parcel PA

For pre-delivery process

Transfer of contents of station mail bag

Pre-delivery process

  • Facing of Articles - They are faced with address side up and arranged

  • Defacing – All the articles are to be impressed with delivery stamp / D – Date stamp

    • Date stamp is impressed on the back of articles

    • Stamp impressions to be clear and distinct

Table Sorting & Distribution of contents

Post Box / Bag

To delivery PA

/ Stg. Postman


Window delivery

To concerned PA


Delivery PA

Post Restante

Deposit PA



Sorting PA


Sub Account PA

Pre – Delivery Process: Transfer of Unaccountable Articles

Pre-delivery process…

  • Sorting postman will sort letters beat-wise

  • Each Postman arranges letters as per beat

  • Postmen leave the office for delivery after collecting accountable articles from respective PAs.


Post box & Post bag

  • Persons/institutions can collect letters from post office at their convenience by availing the facility of postbox/postbag.

  • Letters addressed to Post box and Post bag are sorted by Delivery PA or Sorting Postman.

  • Unpaid and accountable articles should not be sorted .

  • Preference to be given to this immediately after table sorting.

Pre delivery Process

  • Unpaid / insufficiently paid articles –

  • An article is said to be unpaid when no postage stamps are affixed or Foreign stamps are affixed on Inland articles or Revenue stamps or used stamps are affixed.

  • An article is said to be insufficiently paid if it is affixed with postage stamps of an amount less than the required.



  • Old letter re-posted in letter box.

  • A due bag not received.

  • Discrepancy in mail list.

  • Mail bag received in tampered condition .

  • Article received in damaged condition.



  • Article received without contents

  • Article received missent

  • Parcel list/parcel not received in “M” bag

  • Mail bag received missent


Irregularities and entry in error book

Rule No: 145 Volume V

Whenever any mistake is committed by subordinate staff or subordinate offices, error entry is made in error book (MS-2).

The post master will initial the error entry.

Copy of the extract will be forwarded to concerned office or section as well as controlling authority whenever necessary





Exercise 2.1.1

Despatch Process

  • Explain -

  • Types of Bags & their abbreviation & its probable contents.

  • Lable Bundle – When & how to prepare?


  • What is role of MTS in Despatch?

  • Who will prepare bag label & Mail list?

  • How to prepare label bundles?

  • What will you do in case you found unpaid / insufficiently paid articles?

  • Which type of bags are closed by your office?

  • How does the bags are despatched? What is your role in it?

Recap on Collection of mails

Through LB peons from Letter Boxes

At counters

Through Postmen when they are discharging their duties in their beat

Receipt of mails from Branch office for onward transmission

Mis sent articles received from sorting office or other offices


  • Have you seen LB Statement? What is it?

  • Role & responsibilities of MTS in r/o clearance of letter boxes.

  • Hour plates?

    • its custody?

    • What is its significance ?

  • Importance of LB Clearance?

  • Optimum utilisationn of LB peon.



A Letter box statement is available in the Mails and sorting branch. It is prepared by concerned Postmaster of the office & for BOs by the concerned Sub. Divisional Head. Let us see how a Letter Box Statement looks like.

Sorting of mails

Segregation of letters for stamping/sorting

Fully prepaid articles (Postcards,letters,letter card, Air letter)

Fully prepaid packets(News paper, Book packet)

Unpaid/insufficiently paid articles or articles posted under breach of condition

Privately manufactured postcard,ILC (Unpaid, breach of condition articles)

Packets (Unpaid, insufficiently paid, breach of condition)

Rule 60-A Volume V

Facing of articles

  • The facing means the arrangement of articles with the address side upward and the addresses turned in the same direction.

    (Rule 54 Vol.V)

Defacing of articles

Should not be…….

Defacing of articles

Should not be………

Defacing of articles

Should be………

Defacing of articles

Defacing of stamps

  • Small part of date stamp should be on stamp and major part of it be on letter/article

  • Minimum cancellation

  • Clear and distinct impression

How to get clear and distinct impression ?

  • Clean the stamps and seals regularly

  • Put them in boiling water

  • Keep the stamp pad clean

  • Apply sufficient ink

  • Use rubber pad on a stone slab

  • Make minimum cancellation

  • Do not cancel non-postage stamps.

Sorting principles

  • Preliminary sorting

  • a) To relieve RMS of the peak hour’s problem

  • b) To eliminate rehandling of mail to large extent

  • c) To pick up the mails which need not go to mail office

    • Local mail deliverable at the same PO,

    • Mails for SO/HO ( as the case may be) through account bags

    • Article meant for the PO for which cross bags exist

Optional selections

Sorting diagram of PO

Must selection

  • Local articles

  • For HO/SO

  • BO articles

  • RLO

  • Parent mail office

  • Any other selection prescribed

  • Metro cities

  • State capitals

  • Neighboring districts

  • Foreign country

  • Other circles

  • Any other selection prescribed


  • A labelled bundle is a group of articles, which are faced and bundled together with a check slip on the top. ( Rule 24 Volume V)

  • Sorting postal assistant prepares for unregistered articles.

  • Office of destination should be written correctly

  • I class and II class articles should not be mixed

  • Name stamp, date stamp, signature of PA required on check slip

  • Eliminates multiple handling at different intermediate offices

Rule 25 Volume V

Types of labelled bundle

Due Mail


Unusual Mail

Rule 53 Volume V


Rule 53 Volume V

Due Mails :- Received and dispatched daily

or at regular intervals

Unusual Mails:- Received and dispatched whenever needed.

Due Mails & UnUsual Mails

Types of Bags & contents

Types of Bags & contents

Preparation of Mail bag

Sorting PA will collect following bags from respective branches and closes the S-bag for Sorting office.

Registered bag

Parcel list plus Parcels

Account bag if any

Prepare label to the destination

Transfers the S-bag to Mail PA for onward dispatch under acquitance

Rule 73 Volume V

Mail list

Mail- List

Invoicing of all bags dispatched on a

particular occasion to another office

Mail List

Rule 76 Volume V

Prepared at Post offices

Prepared by Mail P.A.

Details of all unusual bags and due bags is to be listed in it.

Prepared in duplicate if the bag is exchanged directly

Prepared in triplicate if the bag is exchanged through MMS.

Proforma of Mail listFrom;_____________________To;_____________ Total No. of bags dispatched=

D.O Date Stamp

R.O Date Stamp

D.O Signature

R.O Signature

Different mode of transmission

  • By Mail Motor Service

    • Departmental MMS

    • Contractual MMS ( Private carrier,Govt bus etc)

Different mode of transmission

By Train


By Carrier-Foot /cycle line

By Sea

Error Reporting

Error book in form MS-2 maintained in all post offices.

Maintained separately for each branch in big offices.

PA record the irregularity

The post master will check & initial

Copy of the error entry will be forwarded to the concerned office/ controlling authorities to draw their attention.


Exercise 2.1.2

Stamps & Seals

  • Various stamps & Seals available in your Post office ?

  • Portfolio in RMS?

  • Purpose of Stamps and seals :

    • Obliteration of postage stamps

    • Authentication of documents\lists\articles

    • Closing of bags\covers

  • Custody of Stamps & seals

    • during office hours

    • after office hours

  • Cleaning of Stamp & seals.

  • Book of Postmarks

    • Who will maintain it?

    • Why maintained?

    • How to maintain?


  • Stamps and seals are used for :

    • Obliteration of postage stamps

    • Authentication of documents\lists\articles

    • Closing of bags\covers

  • They are made of iron, brass and rubber

  • Rubber stamps are got manufactured locally by administrative unit

  • the stamps & seals made of iron and brass are manufactured by Postal Seals Industrial Cooperative Society Ltd., Aligarh  and supplied through PSD, Aligarh.


  • The digits used for dates in the stamps are called ‘changeable types’ because they needs to be changed everyday.

  • Before the end of the year, the HO should collectively place an indent on behalf of BOs, SOs and itself for new year digits

  • On receipt, they should be supplied to concerned office and on completion of year, the old digits should be returned to HO immediately


  • Before closure of post office, all stamps and seals are locked in the office safe under joint custody

  • All stamps and seals are required to be cleaned at least once in a month or frequently depending on their use

  • They should be cleaned with boiled water and kerosene for having clear impression

  • Note in respect of cleaning of stamps and seals should be made in the Error Book


  • Points to be kept in mind :

  • Official is personally responsible for custody of stamps and seals during its use

  • In case of their misuse, he is held responsible

  • Before use of stamps and seals, their impression should be taken in the Book of Postmarks and initial should be made by concerned official in token of having verified.

  • The impression of Oblong, Round MO, Insurance Seal, Due stamps is obtained in separate book of postmarks


  • Points to be kept in mind….

  • Keep stamp pad clean.

    -Apply sufficient ink.

    -Use rubber pad on a stone.

    -Make minimum cancellation.

    -Do not cancel non postage stamps.


Exercise 2.1.3

Role of MTS in RMS

  • Collection of bags from section / MMS

  • Transfer of bags to TMOs

  • Opening of bags

  • Transfer parcel bag to parcel sorting ASST

  • Transfer regd. Bags to REGD Assistant

  • Assisting in opening of Regd./ Parcel bags.

  • Clearing the LB attached to mail office.

Role of MTS in RMS

  • Facing of mails cleared from L.B.

  • Facing of mail for sorting

  • Defacing articles taken out from Letter Box

  • Stamping of check slips

  • Stamping of all documents i.e. mail list, regd. list, mail & regd. abstract , daily report etc

  • Closing of bags

  • Handing over mail bags to MMS/ section

Need for Network Review as a basis for significant increase in volumes, revenues, and market share


  • Inconsistent quality of service

  • High operational costs

  • Eroding customer base


External Drivers

Internal Drivers

  • Declining mail volumes

  • Competition from Domestic and Inter-national players

  • Absence of regulation

  • Change in mail profile

  • Customer Demands(e.g. Track & Trace)

  • Difficulties of existing mail network vis-à-vis changed mail profile

  • Low level of IT induction in mail processing

  • Low productivity

  • Delivery inconsistencies and visibility

  • Lack of customer focus

SOURCE: India Post




Impact of the Project in terms of Operational Improvement

Easier sorting – Ensure minimum multiple handling



Less workload – reduce no. of bags & mis sorts between different locations


Better equipment – Ease of working for staff at SPC s with new equipments



Higher throughput – Ensure higher processing with improved process design


Streamlined workflow – by having optimised inflow of mails in the processing centres



Prioritized processing – Ensure processing prioritisation based on the time of the day for maximum connectivity


Keep everyone informed – Regular interaction and display of SPC's daily performance, suggestions and feedback encouraged



Training & Incentives – Incentivise high performers and help all staff with newly developed trainings


SOURCE: Mail Network Optimisation Project


The Routing of 1st Class mails has been redesigned w. e. f. 15/2/2012

  • RMS offices have been categorized in to two level viz. Level-1 and level-2

  • 89 Mail offices have been identified as L-1 centers.

  • 244 Mail offices are identified as L- 2 centers.

  • The earlier major concentration centers have been identified as L-1 mail office while other small offices have been identified as L-2 mail office.

  • All L-1 offices are catering mail of Head offices/Sub Offices mapped under them.



  • In the new setup all 89 L-1 offices have been linked with each other thus there is uniformity in linking of mail offices without checking any record.

Sorting diagram at L-1 mail offices

  • The offices mapped under each L-1 mail office have to close two sets of bags TD/NTD separately for unregistered articles as well as for registered articles.

  • The bags containing TD mails will contain mail to be delivered by the Post Offices mapped to the same parent mail office.

  • The bags containing NTD mails will contain mail other than TD to be delivered by Post Offices not mapped to the same parent Mail office.

  • Post Offices would continue to retain station articles with them to be delivered by the same Post Office in case of both registered and unregistered articles.


  • The L-2 mail office mapped under L-1 mail office will close bags for L-1 mail office to which it is mapped and not for other L-1 mail office of Circle, for example Itarsi RMS will not close bags for Jabalpur RMS, Gwalior RMS and Indore RMS.

  • While Satna RMS, Sagar RMS and Katni RMS will close bags for Jabalpur RMS. Similarly these offices will close bags for each other also.

  • The concept of Redesigned of 1st class mails is to route the 1st class mails as per same analogy as have been done in respect of Speed articles consequent upon set up of NSPC Hubs and thereby less handling of public mail.

  • The News Paper should be treated as first class, when it is routed through Surface. In case of Air Lift this will be treated as second class mails.

  • The bags closed by L-1/L-2 offices will be treated as due bags and must be closed by respective mail office, and accordingly changes in Due Mail List be done.

  • Even there is no contents for any particular office, the bags should be closed invariably.

  • The sorting cases and diagram of L-1 mail office may be reorganized as under:-

  • Type-I preliminary and secondary level selection should be provided for -

  • Inbound and incoming mails received from other L-1 mail offices and meant for delivery post offices and L-2 mail offices mapped to the L-1 mail office.

  • Local TD (including catchment area of L-1 mail office) mails received from all post offices mapped to the L-1 mail office to be delivered by the delivery post office mapped to the L-1 mail office.

  • Type-II (Non TD) preliminary and secondary level selection should be provided for out bond NTD mail may received from attached Post Offices and L-2 mail office of the L-1 mail office and meant for other L-1 mail office as well as L-2 mail office mapped to the L-1 mail office under reference.

  • The bag of NTD should be opened first, so that complete processed public mail may be dispatched by available mode of evening. TD bags should be opened later on.

  • In no case TD/NTD mails should be got mixed.

The sorting diagram at L-2 mail office may be reorganized as follow

  • Type-I (Inbound) TD and Local TD Preliminary and secondary level selections should be provided for (i) inbound/incoming mail received from parent L-1 mail office to which the L-2 mail office is mapped as well as other designated L-2 mail offices and meant for delivery post offices mapped to the L-2 mail office, and (ii) Local TD (including catchment area of the L-2 mails office) mail received from all post offices mapped to the L-2 and to be delivered by the delivery post offices mapped to the L-2 mail office.

  • Type-II (Non TD) :- Preliminary and secondary level selections should be provided for outbound/Non-TD mail received from attached post offices of the L-2 mail office and meant for other L-1 and L-2 mail offices.

  • At some L-2 mail offices, there could be a situation where only one type of sorting case/diagram is sufficient to incorporate all selections in terms of local TD inbound TD and Non TD mail. In such cases, only one type of sorting case/diagram should be used.

  • The sorting logic/diagram of type-I and type-II sorting case described above should be redesigned by each mail office based on the average mail volume for various destinations.

  • The destination with higher mail volume should be kept for sorting under preliminary selection.

  • So far as second class mails is concerned, the existing pattern will remain unchanged.

  • A proposal has already been submitted to Directorate, for linking of all L-2 mails offices of M.P. Circle and some L-2 mail offices of Neighboring Circles.


1.New operational network would come in to effect with 1st November 2010

2.89 Sorting hubs and 42 Intra circle hubs are functioning

3.Sorting Hubs close Speed post bags for each other

4.In such circle where no Intra circle hubs functions, post offices would be mapped to one of the sorting hub

5.Where an Intra circle hub would function, some of the PO be mapped to only one of the sorting hub and some PO be mapped to both sorting hub and Intra circle hub

6.Articles for post office not mapped in Speednet may be sorted based on the PIN range ( First three digits)

7.Sorting hub would do sorting for all delivery post office under its catchment area


Exercise 2.1.4



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