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About our organisation

About our organisation. Recalling our vision, mission, commitments and citizen charter. Our Vision. “ India Post’s Products and Services will be the customer’s first choice ” - What does this mean to us?. Our Mission.

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About our organisation

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  1. About our organisation Recalling our vision, mission, commitments and citizen charter

  2. Our Vision “India Post’s Products and Services will be the customer’s first choice” - What does this mean to us?

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

  4. Core values • We will maintain our iconic status as a unique and trusted national institution by: • Always providing the human touch in all our interactions with society • Being responsive and reliable • Demonstrating the highest order of integrity, honesty, transparency and professionalism • Discharging our responsibilities towards the society in an environment of deep trust, mutual respect and a culture of service before self

  5. Strategic goals • Achieve the long term goal of financial self-sufficiency by generating surpluses from services (existing & new) outside our universal service obligation • Develop, implement and operate a system of standards with accountability for performance • Develop a scalable and flexible technology infrastructure to support our operations • Be the preferred, trusted and reliable service partner for all customers • Ensure that India Post acquires all required people capabilities to deliver its chosen services portfolio • Be the interface between citizens and the government

  6. Strategic plan • A document which attempts to spell out the how the Department will meet the needs and expectations of the customers with the objective of • Retaining the trust and support • Regain the lost ground due to poor quality of service • Please study the Strategic plan document and list out the issues in the exercise sheet given to you

  7. Studying Annual reports • Annual report of DOP briefly describes the various activities undertaken in the year under reference with certain statistical information • An exercise • Divide yourself in to 10 groups each consisting 3 members • Download the Annual report of India Post from 2007-08 to 2011-12 • Carry out the exercise as given in the next slide

  8. Group exercise on Annual report • Group 1: Study the increase or decrease in the number of POs and share of urban/rural • Group 2: Increase/decrease in traffic in regdand unregd mails • Group 3: Increase/decrease in traffic in premium products • Group 4: Increase/decrease in the number of SB and RD accounts • Group 5: Increase/decrease in the number of TD, MIS and SCS accounts

  9. Group exercise on Annual report • Group 6: List the new services introduced • Group 7: Plot the increase or decrease in revenue from sale of stamps and revenue realised in cash • Group 8: Increase/decrease in remuneration from savings bank/certificate operations • Group 9: Increase/decrease in the expenditure on operations • Group 10: Increase/decrease in the commission earned on money orders and Indian and Postal orders

  10. Organisation structure

  11. At the Directorate

  12. Operational network

  13. Spread of POs

  14. Citizen’s charter An overview

  15. Purpose of the charter • The charter is the declaration of our commitment to excellence in service to customers of the department • The citizen charter declares the standards for various services offered Where do you find this in our IndiaPost site? • About us – Citizen charter • We will now read the charter • Why do we publish the charter? Click here to view the charter

  16. RFD An introduction

  17. Objective • Modernise and consolidate the network • Provide best in class customer service • Improving the reach of Postal Services • Develop Financial Services • Grow in existing Business and new Business • Develop professional workforce • National Postal policy

  18. The approach • Focus on improving the reach of Postal services • In terms of Post offices • Improving existing services • Expansion of facilities • Better coverage of customers • Developing standards of service with • Project arrow and monitoring delivery of mails • Developing internal capabilities • Strengthening of HR • Modernization of the network to support the activities

  19. Document comprises following sections • Section 1 – Vision and mission • Section 2 – Inter se priorities among key objectives, success indicators and targets • Section 3 – Trend values of the success indicators • Section 4 – Description and definition of success indicators and proposed measurement methodology • Section 5 – Specific requirements from other departments

  20. Success indicators and targets

  21. An exercise • Download the RFD for the year 2012-13 and study the same with reference to the guidance sheet given • Discuss the results in the class

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