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WEL COME - PowerPoint PPT Presentation


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CITIZENS CHARTER. WEL COME. WHAT IS CITIZENS CHARTER?. Citizen’s Charter :-

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Presentation Transcript
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WHAT IS CITIZENS CHARTER?

Citizen’s Charter :-

  • is a document which represents a systematic effort to focus on the commitment of the Organization towards it’s Citizens/Clients in respect of Standard of Services, Information, Choice and Consultation, Non-discrimination and Accessibility, Grievances Redress, Courtesy and Value for Money.
  • This also includes expectations of the Organization from the Citizen/Client for fulfilling the commitment of the Organization.
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Constituents of citizens charter

1. Vision

2. Mission

3. Introduction

4. Purpose of the charter

5. Customers

Customers of Postal facilities and services,

Organizations who use Postal network to reach their customers,

6. Services of the Department of Posts :

General

Financial and Insurance

Corporate customers

Post Offices and delivery services

Collection services

7. Delivery standards

8. Complaints Settlement Mechanism

9. Delivery standards Tables for :

Postal and Rural Postal Life Insurance Table 1.

Post Office Savings Bank Schemes Table 2.

Post Office Savings Certificates. Table 3.

10. Administrative set up.

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OUR VISION

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

  • 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.
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Purpose of the citizen’s charter

  • Broadly describe the products and services, customers of these services, delivery standards and the complaint mechanism, 
  • Inform what kind of facilities customers can expect at the main contact points like post offices, delivery staff, mail business centres and customer care centres. 
  • Action being taken to improve the services has also been included in the charter.
  • This charter is also meant to serve as a guide to the post offices, mail business centres and all those responsible for implementing the charter and improving the quality of service to the customers. 
  • This charter is a statement of intent to improve the quality of services it is not justifiable.
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Status Position

  • What should customers expect?
  • Information about the:
  • Services and contact points,
  • Customers,
  • Delivery standards,
  • Complaint mechanism
  • What should customers expect and what is being done to improve the services for customers?
  • Tips for customers
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Service Standard

Service Standard

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Expectations from Service Recipients- Financial Services

  • Provide Know Your Customer (KYC) documents as prescribed.
  •   Check the Agency Number, Authorization and validity of the Small Savings 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.
  • Collect receipt when handing over requests for transfer or deceased claim