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HEAD POST OFFICE INSPECTION QUESTIONNAIRE

(a)

Accommodation and the suitability of the building / premises.

(b)

Working environment including lighting, ventilation, approach etc.

(c)

(i) Ensure that a separate Information and Facilitation counter with or without MPCM is available and all relevant information for use by the public such as postal tariffs, pincodes, premium services, agency work and other matter concerning public, are available with him.

(ii) Ensure that the official available at the counter is sufficiently senior and is well conversant with the work and other relevant information and is also well trained in customer care skills.

(d)

Notice of Hours of Business

(e)

(i) Availability of complaints and suggestions book and action taken on the complaints/suggestions recorded. In case no action has been taken on any of complaint/ suggestion recorded therein, note down its particulars.

(ii) Ensure that a board indicating its availability is available in the public Hall.

(f)

Arrangement of all counters in a logical pattern consistent with the space available.

(g)

(i) Whether arrangements for keeping forms & stationery in store is methodical and satisfactory ?

(ii) Whether availability of stationery/forms required by the public is adequate ?

(iii) Whether suitable method for keeping acount of public utility forms is being adopted to avoid misuse/wastage of forms ?

(O) (i) H$mC§Q>aEd§S>mH$Kam|H$sgm\$-g\$mB©Ÿ&Š`mnmoñQ>_mñQ>aBgg§~§Y_|n`m©áê${M boVoh¢Am¡a_m_bo_|g§doXZerbh¢Ÿ&

(ii) Š`mOZgmYmaUHo$BñVo_mbHo${bEn`m©á\$m_©ñQ>mH$_|h¡?Š`mH$mC§Q>aghm`H$/ n`©dojH${dZ_«h¢Am¡aOZgmYmaUHo$àíZm|H$mOdm~{dZ_«Vmnyd©H$XoVoh¢Ÿ& OZgmYmaUHo$gmWAÀN>og§~§Ym|Ho$_hËdnaH$mC§Q>aghm`H$H$mogbmhX|Ÿ&Bg ~mVH$sOm§MH$a|{H$Š`md[að>ZmJ[aH$m|Ho${bEH$moB©{deofì`dñWmh¡?

(iii) Š`mZmJ[aH$KmofUm-nÌñWmZr`^mfm_|CnbãYh¡Am¡anpãbH$hm°b_|bJmh¡Ÿ& Š`mH$m`©_m¡OyXm_mZXÊS>m|Am¡aZmJ[aH$KmofUmnÌ_|{ZYm©[aV{Z`_m|Ho$AZwgma {H$`mOmahmh¡Ÿ&

(iv)

Om§MH$a|{H$H$mC§Q>a_|àmá{eH$m`Vm|Ho${bEn¥WH$a{OñQ>aaImh¡Am¡a`o {eH$m`V|g§~§{YV`y{ZQ>Ho$g§~§{YVJ«mhH$gw{dYmHo$ÝÐm|H$moAJ«o{fVH$sOmVr h¢Ÿ&

(v)

Š`mS>mH$\$moa_H$s{Z`{_V~¡R>H|$hmoVrh¢Am¡a`{Xhm§,VmodoVmarIO~~¡R>H|$hþB© hm|,CÝh|[aH$mS>©H$a|Ÿ&`{XZht,VmoCgHo$H$maU[aH$mS>©H$a|Ÿ&

(vi)

BZ~¡R>H$m|Ho$H$m`©d¥ÎmH$snwZarjmH$a|Am¡agw{ZpíMVH$a|{H$àË`oH$gwPmdna g_w{MVH$ma©dmB©hmoŸ&

(vii) AmdH$g§X^©a{OñQ>aH$s`hgw{ZpíMVH$aZoHo${bEOm§MH$a|{H$grnrQ>r-21/ gM©{~bm|Ho$CÎma48K§Q>m§oHo$A§XaXo{XEOmE§Ÿ&

(viii) gw{ZpíMVH$a|{H$g^rboZ-XoZm|/{eH$m`Vm|Ho${ZnQ>mZHo$_mZXÊS>npãbH$hm°b _|àX{e©Vh¢Ÿ&

(ix)

Š`mn`©dojH$/H$mC§Q>aghm`H$m|H$moZmJ{aH$KmofUm-nÌHo$g§~§Y_|à{e{jV {H$`mJ`mh¡Am¡an«{ejUJmBS>CnbãYh¡?Š`mH$mC§Q>a,{dVaU,Q´>oOarAm¡a ~MV~¢H$ImVm|Ho${bEH$moB©g{d©gQ>r_/JwUdÎmmg{H©$b~Zm`mJ`mh¡Ÿ&

(x)

gw{ZpíMVH$a|{H$Š`mH$mC§Q>aghm`H$m|H$moZm_Ho$~¡O{XEJEh¢Ÿ&

(xi)

gw{ZpíMVH$a|{H$OZgm_mÝ`Ho$_mJ©Xe©ZHo${bE~moS>©naEg~r-3,Eg~r-7, Eg~r-103,_ZrAmS>©a\$m_©Am{X^aH$a(Z_yZm\$m_©)bJmEhþEh¢Ÿ&

(h) (i) Cleanliness of counters and offices. Does the Postmaster take special interest in this regard and is sensitive about this matter.

(ii) Is the stock of all essential forms for use by the public available ? Are the Counter Assistants/Supervisors polite and answer to the queries of the public courteously. Counsel the Counter Assistant about the importance of good public relations. Examine if special arrangements are available for senior citizens ?

(iii) Is a copy of Citizens Charter in local language available and displayed in the public hall ? Whether the work is being done as per the norms available and prescribed therein ?

(iv)

Examine if a separate register is maintained for forwarding the complaints received at the counter to the concerned customer care centres of the concerned unit.

(v)

Whether regular meetings of POST FORUM are held and if so, the dates on which meetings were held may be recorded. If not, the reasons thereof may also be recorded.

(vi)

Review the minutes of such meetings and ensure that proper action is taken on each of the suggestions.

(vii) Examine the inward reference register to ensure that the replies to CPT-21 / Search Bills are given within 48 hours.

(viii) Ensure that norms for all transactions / settlement of complaints are exhibited in public hall.

(ix)

Whether Supervisors/Counter Assistants have been trained on Citizen’s Charter and training guides are available. Have any Service Team / Quality Circles been formed for counter, delivery, treasury and SB Accounts.

(x)

Ensure whether name badges have been provided to counter clerks.

(xi)

Ensure that a board indicating all filled up forms (Sample forms) for the guidance of public like SB - 3, SB - 7, SB - 103, Money Order form, purchase application form for KVP/NSC etc. / is available.

(H$)Š`m{S>drOZbH$m`m©b`ÛmamH$sOmZodmbrH$ma©dmB©nyU©h¡Ÿ&

(I) bpå~Vn¡amna m©H$a|Am¡aXoI|{H$CZnaAmnHo$dhm§ahZonahrH$ma©dmB©nyU©hmoOmEŸ&

(J)Š`mgy{MVAZwgmaAZwnmbZH$mdmñVd_|AZwgaUhmoahmh¡Ÿ&

(K)Š`m{ZarjU[anmoQ>©H$mH$moB©n¡amA~Ag§JVhmoZoHo$H$maUN>mo‹S {X`mJ`mh¡Am¡a`{X Eogmh¡,VmoVXZwgmaAmXoeX|Ÿ&

(L)`{X{nN>bo3dfm]_|{H$grH$m`©H$mH$moB©{deofnjà{VHy$bhmoahmÜ`mZ_|AmVmh¡ Am¡aV~goEogmhmoZmOmarh¡VmoBgna{deof{Q>ßnUrhmoZrOm{hEVm{H$nwZarjU àm{YH$marBgnjnaAnZm{deofÜ`mZXogHo$Ÿ&

3

(a)

Whether action to be taken by the divisional office is complete.

(b)

Discuss pending paras and see that action on them are completed during your stay itself.

(c)

Whether the compliance as reported is actually being followed.

(d)

Whether any para of the IR needs to be dropped being irrelevant now and if so order accordingly.

(e)

If any particular aspect of work has repeatedly come up for adverse notice in the last 3 years and continues to be so, it should be specifically highlighted so that the reviewing authority can bestow his attention on this aspect.

(I)

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(J)Š`mH$åß`yQ>añQ>oeZarH$mn`m©áñQ>mH$CnbãYh¡?

(K)

E_nrgrE_Ho$H$m_ZH$aZoHo$_m_bo_|H$mC§Q>anaAÝ`d¡H$pënH$ì`dñWm Š`mh¡?

(ii) Om§MH$a|{H$Š`mH$mC§Q>am|H$moboZ-XoZHo$ì`ñ _g_`Ho${bEn`m©ágwZå`~Zm`mJ`m h¡Ÿ&`hgw{ZpíMVH$aZoHo${bEOm§MAm¡aH$ma©dmB©H$a|{H$H$_goH$_Hw$N>H$mC§Q>a ghm`H$^moOZmdH$meHo$Xm¡amZCnbãYhm|Ÿ&~ëH$J«mhH$m|H$snhMmZH$a|Ÿ&H$¥n`mOm§M H$a|{H$Š`m~ëH$_obg©Am¡a~ëH$boZ-XoZ_ZrAmS>©aHo${bEn¥WH$ì`dñWm_m¡OyXh¡Ÿ& Š`mn§OrH$¥V/nmg©b_Xm|H$s~ëH$~wqH$JHo${bE{deofOZ©bm|H$sì`dñWmh¡?

(H$)gw{ZpíMVH$a|{H$Š`mg^r~ëH$_obaOmoNy>Q>àmáH$aahoh¢,AnZr_obH$s nyd©-N>§Q>mB©H$aHo$XoVoh¢Ÿ&`{X_obaH$mo{H$gr_ H$sAmdí`H$Vmh¡,VmoCgo_mg _oqbJgoÝQ>aHo$g§~§Y_|gyMZmX|AWdmAmdí`H$_ àXmZH$a|Ÿ&

(I) Š`m~ëH$_obg©OmonÌ^oOVoh¢CZ_|ào{fVrH$m{nZ{bImhmoVmh¡Ÿ&

(iii) Š`mH$mofm{YH$marÛmamAmd{YH$ê$ngoH$mC§Q>agoZH$XrH$sŠbr`a¡ÝgHo${bE_m¡OyXm ì`dñWmAmdí`H$VmHo$AZwgmah¡Am¡aŠ`m`hg\$bh¡Am¡a`{XZht,VmoBgHo$H$maUm| H$sOm§MH$a|Am¡aBgoR>rH$H$a|Ÿ&H$mC§Q>am|naamoH$‹S>,S>mH$-{Q>H$Q>m|VWmAÝ`_yë`dmZ dñVwAm|H$sgwajmì`dñWmH$sOm§MH$a|VWm`{XH$moB©H$_rnmB©OmVrh¡,VmoAnZodhm§ ahZoHo$Xm¡amZhrCZH$snwZarjmH$a|Ÿ&`{Xg§^dhmo,VmoñWbnahrgwYmamË_H$ H$ma©dmB©H$a|Ÿ&

(I) Š`m{ZYm©[aVa{OñQ>aC{MVT>§JgoaImOmVmh¡Am¡anmoñQ>_mñQ>a/ghm`H$nmoñQ>_mñQ>a Ûmamà{V{XZBgH$sOm§Mhmoahrh¡VWmYZam{eg_w{MVagrXHo$gmWH$mofm{YH$mar H$mogm¢nrOmVrh¡Ÿ&

4

(b)

Whether MPCMs along with on-line weighing scales are being used to the maximum extent. and AMCs is current.

(c)

Whether sufficient stock of computer stationery is available.

(d)

In case of non working of MPCMs, what are the other alternative arrangements available at counters ?

(ii) Examine whether the counters are flexible for peak hours transactions. Also examine and take action to ensure that at least some counter assistants are available during the lunch periods. Have bulk customers been identified ? Please check whether separate arrangements for bulk mailers, and bulk transactions MO exists. Are special journals provided for bulk booking of registered/parcel articles ?

(a)

Are all the bulk mailers, who are availing of discount are presenting their mail presorted ? In case any help is required by the mailer, he may be informed about the mass mailing center or necessary help be provided.

(b)

Whether bulk mailers are presenting the letters having PIN written on addresses.

(iii) Whether the existing arrangements for clearance of cash from the counters by the treasurer periodically is in accordance with the needs and whether it is working, and if not, the reasons thereof should be enquired and set right. The security arrangements for cash and stamps and valuables in the counters should be specifically checked and any short comings found should be reviewed during the period of your stay. If possible initiate correcting action on the spot.

(b) Is the prescribed register maintained properly and being checked daily by PM/APM and the amount handed over to the Treasurer under proper receipt ?

(J)XmoZmo|_rQ>am|H$sewê$H$sarqS>JAm¡a{nN>bo{XZH$sA§{V_arqS>JH$a|Ed§XoI|{H$`oXmoZm| R>rH$T>§JgoAJ«gm[aVH$sOmVrh¡§&

(K){nN>bo{ZarjUgo`mÑpÀN>H$AmYmanaMmaVmarI|MwZ|Am¡aXoI|{H${XZ^a_|EH${ÌV am{eR>rH$goaIrJB©h¡VWmS>mH$KaHo$ImVo(\«¢$qH$JnmoñQ>oO)_|H«o${S>Q>H$sJB©h¡Ÿ&

(L>)Š`m{H$amEnaXrJB©g^r_erZm|Ho$A{J«_{H$am`oH$m^wJVmZAÚVZh¡Ÿ&{nN>bo {ZarjUH$s{V{Wgo`mÑpÀN>H$AmYmanaMwZH$a{H$am`oH$s10_erZm|H$sOm§MH$a|Ÿ&

(M)`mÑpÀN>H$AmYmana10_m_bm|H$snarjmOm§MH$a|Am¡aXoI|{H$\«¢$qH$J_erZImVm ~hr(H$mb_-5)VWm\«¢$qH$J_erZ[aH$mS>©~wH$(H$mb_-3)_|O_mam{e`m§{_bVrh¢ Ed§BZH$sImVmo§_|R>rH$go{bIVhþB©h¢Ÿ&{H$amEnabrJB©Am¡a{ZOrVm¡anaà`moJH$s JB©\«¢$qH$J_erZm|H$sAbJ-AbJOm§MH$a|Ÿ&

(N>)Š`m\«¢$qH$J_erZHo$g§~§Y_|àmág^r^wJVmZm|H$sagrX|{ZYm©[aVEgrOr-67_|h¢Am¡a Š`mCÝh|g_w{MVT>§JgoboIm~Õ{H$`mJ`mh¡?

(O){ZarjUA{YH$marH$monmoñQ>_mH©$~wH$naCnbãYN>mnHo$g§X^©_|_whaAm¡a{Q>H$Q>H$s Om§MH$aZrMm{hEVWmH$Q>r-\$Q>rS>mH$-{Q>H$Q>m|Am¡a_wham|H$snwZ:ny{V©hmoZrMm{hEŸ& Cgog_`-g_`nahþB©nwZ:ny{V©nanmoñQ>_mñQ>aÛmamH$sJB©H$ma©dmB©naAnZram`XoZr Mm{hEAm¡aAnZr{ZarjU[anmoQ>©_|BgoXem©ZmMm{hEŸ&{dê$nH$Am¡a{dVaU_wham|Ho$ A{V[aº$g¡Q>m|H$sñQ>mH$pñW{VH$s^rg_rjmhmoZrMm{hEŸ&{ZarjUA{YH$marH$mo Mm{hE{H$dhXoI|{H$Ohm§-H$htñQ>¡ånH¡$§g{b§J_erZm|H$mà`moJhmoVmh¡,dhm§A{V[aº$ S>mB©aIrOmE&

(i)

Š`mdhZHo${H$gr~ohVagmYZH$mCn`moJ{H$`mOmgH$Vmh¡Ÿ&

(ii)

Š`mW¡bm|H$sàm{áAm¡aàofUHo$g§~§Y_|S>mH$ì`dñWm_|gwYmabmZoHo${bEg_` _|n[adV©Z{H$`mOmgH$Vmh¡Ÿ&

(iii) Š`mnÌ-no{Q>`m|go{ZH$mbrJB©gmarS>mH$g_w{MVàofUm|gog§~§YH$sOmgH$Vrh¡Ÿ&

5

(c)

Compare the opening readings of the meters with the closing reading of the previous day and see that these have been correctly brought forward.

(d)

Select at random four dates since the last inspection to see if the amount of the days collection of franking postage has correctly been arrived at and credited to the Post Office (Franking Postage) Accounts.

(e)

Are payment of advance rentals in respect of all the hired machines upto date ? Test check 10 credits selected at random since the date of last Inspection.

(f)

Test check 10 cases selected at random to see if the amount of advance postage as shown to have been deposited in (Column-5 of) the Franking Machine Ledger and (Column-3 of) Franking Machine Record Book tallies and that the same has correctly been taken into account. This check may be exercised separately in respect of hired and privately used Franking Machines.

(g)

Are receipts for all payments received in respect of Franking Machines issued in the prescribed form ACG-67 and are they properly accounted for ?

(h)

Inspecting officer should examine all seals and stamps with reference to impresssions obtained on book of postmarks and arrange replenishment of worn out stamps & seals. He should comment on the action taken by the Postmaster on periodic replenishment and reflect in his IR. The stock position of spare sets of obliterators and delivery stamps also should be reviewed. The Inspecting officer shall see that spare dyes are kept in office where stamps cancelling machines are used.

(i)

Whether a better mode of conveyance can be utilized.

(ii)

Whether timings can be changed to improve the mail arrangements better in respect of receipt and dispatch of bags.

(iii) Whether all mails cleared from the letter boxes can be suitably connected to the proper dispatches.

(iv) {ZarjUA{YH$marH$moXoIZmMm{hE{H$Š`mS>mH$H$s_mÌmAm¡a~rQ>H$sXyarH$moXoIVohþE {Vn{h`mdmhZm|H$sì`dñWmH$aHo$nÌ-noQ>rH$s{ZH$mgrH$m`m§{ÌH$sH$aU{H$`mOmgH$Vm h¡{O oS>mH$H$sN>§Q>mB©Ho${bEA{YH$g_`{_bgHo$Ÿ&

(v) (H$)Om§MH$a|{H$Š`mnrAmaAmB©/nmoñQ>_mñQ>aÛmamnarjUnÌ-S>mH$_|S>mbH$aS>mH$ MnamgrH$s{Z`{_VOm§MH$sOmVrh¡Ÿ&nrAmaAmB©H$sS>m`arHo$g§X^©_|Om§MH$a| {H$donarjU-nÌ{Z`{_Vê$ngoS>mH$_|S>mbahoh¢Ÿ&

(I) Om§MH$a|{H$Š`mS>mH$W¡bm|H$sogwa{jVA{^ajmì`dñWmn`m©áh¡Ÿ&

(I) {ZYm©[aVW¡bmgyMrHo$AZwgmaS>mH$KaHo${bE{ZYm©[aVn«m{YH¥$VW¡bmeofkmnZH$s Om§MH$a|Am¡aXoI|{H$Š`meofH$mo{ZYm©{aVT>§Jgog§emo{YV/{Z`V{H$`mJ`mh¡Am¡a AnZrg§Vw[ï>H$ab|{H$doR>rH$T>§Jgo{ZYm©[aV{H$EJEh¢Ÿ&

6

(iv) Inspecting officer should see whether the letter box clearance

bags is adequate.

(b) Examine the memo of authorised bag balance fixed for the office according to the Due Bag list and see whether the balances have been revised / fixed in the prescribed manner and satisfy yourself that they have been fixed correctly.

(J)XoI|{H$S>mH$KaH$mA§Veof{ZYm©[aVA{YH$V_gr_mHo$A§Xah¡Am¡aAnZrg§Vw{ï>H$a b|{H$S>mH$KaA{YH$V_gr_mgoA{YH$W¡boaIZoH$mAmXrZhth¡Ÿ&

(K)S>r~rAmoAm¡aBgHo$`y~rAmoHo$~rMg§`moOH$ì`dñWmH$sOm§MH$a|Am¡agw{ZpíMVH$a|{H$ `og§VmofàXh¢VWmgaßbgW¡bm|Ho$àofUH$moÝ`yZV_aImOmVmh¡Ÿ&`h^rXoI|{H$ gaßbgAm¡aH$_VrdmboS>mH$Kam|Ho$~rMÝ`m`g§JV{dVaUaImOmVmh¡Ÿ&Bg~mVna ^rÜ`mZX|{H$W¡bm|H$sàm{áAm¡adm{ngrerK«Ed§g§VmofàXh¡Ÿ&

(L>)Š`mS>mH$KaH$mà^marX¡{ZH$nwpñVH$mH$moà{V{XZXoIVmh¡?Š`mdhà{V{XZW¡bm|H$s dmñV{dH$Om§MH$aVmh¡?XoI|{H$X¡{ZH$W¡bmnwñVH$_|ZrMo{ZYm©[aVà_mUnÌ{X`m J`mh¡Am¡a{XZH$sg_m{ánaW¡bmeof[anmoQ>©haamoO^oOrOmVrh¡Ÿ&

(M){ZYm©{aVW¡bmgyMrH$mgË`mnZH$a|Am¡aXoI|{H$`oAÚVZaIrJB©h¡Am¡aS>mH$/ S>mH$Ka/goŠeZHo$n«Ë`oH$g¡Q>H$sEH$à{VS>r~rAmo/gr~rAmoH$mo^oOrOmVrh¡Ÿ& (N>)XoI|{H$~oH$m_/_aå_V`mo½`W¡bm|H$ma{OñQ>aR>rH$T>§JgoaImOmVmh¡Ÿ&Cg_|H$sJB© à{d{ï>`m|H$s^rOm§MH$a|Ÿ& (O)AnZrg§Vw{ï>H$a|{H$Amdí`H$VmAm|Ho$AZwê$nW¡bm|H$mñQ>mH$nyamh¡Ÿ& (P)XoI|{H$W¡bm|H$monwamZo[aH$mS>©aIZoHo${bEà`moJZht{H$`mOmVmh¡Ÿ& (Äm)XoI|{H$Š`mS>mH$H$s_mÌmHo$AZwgmahr{d{^Þn«H$maHo$W¡bm|H$mn«`moJ{H$`mOmVmh¡Ÿ&

(i)

(H$)nÌ-noQ>rAm¡a{ZYm©[aVW¡bm|H$sN>§Q>mB©R>rH$goH$sJB©h¡Am¡a`oV¡`mah¢Ÿ& (I)Š`mA{YH$W¡bm|/nÌ-no{Q>`m|H$moV¡`maH$aZoH$mAm¡{MË`h¡Ÿ& (J)XoI|{H$Š`m{H$grW¡bo/nÌ-noQ>rH$mo~§XH$aZoH$sOéaVh¡Ÿ&

(ii) H$sJB©N>§Q>mB©H$sJwUdÎ VWmHo$gH$mg_w{MVAjam§H$ZŸ&

(iii) à{VboIZ{H$`mOmVmh¡VWmAn`m©áewëH$àmáEd§S>mH$-ewëH$ZbJrdñVwAm|naH$a bJm`mOmVmh¡Ÿ&

7

(c)

See that the closing balance of the office is within the maximum prescribed and satisfy yourself that the office is not in the habit of retaining bags in excess of the maximum.

(d)

Examine the linking arrangements made between the DBO and its UBOs and ensure that these are satisfactory and that the transmission of surplus bags is kept to the minimum. See that judicious distribution has been made between surplus and deficit office. Also see that the recoupment or withdrawal of bags is quick and satisfactory.

(e)

Does the in-charge of the office daily check the entries in the Day book ? Does he make a physical check up of bags on hand every day ? See that the prescribed certificates have been given at the foot of the day bag book and also see that the bag balance report is sent daily at the close of the day.

(f)

Verify the Due bag lists and see that these are kept corrected upto date and also see that one copy in respect of each set of mail / office / Section is sent to DBO / CBO.

(g)

See that the registers fo unservicealble / repairable bags are maintained properly. Also check the entries made there in.

(h)

Satisfy yourself that the stock of bags is sufficient to meet the requirements.

(i)

See that the bags are not used for keeping old records.

(j)

See whether different types of bags are used according to quantum of mails.

(i)

(a) LBs and prescribed bags are correctly sorted and prepared.

(b)

Whether there is justification of preparation of more bags/LBs.

(c)

See if any bag/LB requires discontinuation.

(ii)

Quality of sorting done and proper lettering of the case.

(iii) That transcription is done and insufficiently and unpaid articles are taxed.

(iv)

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(v)

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(vi)

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(ix)

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(x)

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(xi)

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