RTI MANUAL-1
General Profile of the Organisation, Functions and Duties
1. Administrative Setup
at the Department of Posts (DOP) Headquarters:
The Department of Posts comes under Government of India through Ministry
of Communications and Information Technology. It has a Minister of
Communications and Information Technology and is assisted by two Ministers of
State. Secretary to the Government of India in the Department of Posts is the
Chief Executive of the Department and also hold the responsibilities of
Director General and Chairman of the Postal Services Board (PSB). Postal Service
Board is the apex management body of the Department, comprises of Chairman and
six Members. The six Members of the Board hold portfolios of Personnel,
Operations, Technology, Postal Life Insurance, Human Resource Development (HRD)
and Planning functions.
· Shri Kapil Sibal is
the Minister for Communications and Information Technology.
· Dr. (Smt.) Kruparani Killi is the
Minister of State for Communications and Information Technology.
· Shri Milind Murli Deora, is
the Minister of State for Communications and Information Technology.
Ms. Manjula Prasher is the Secretary to Government of India in the
Department of Posts, Director General, Department of Posts and the Chairman of
the Postal Services Board. Joint Secretary and Financial Advisor to the
Department is a permanent invitee to the Board.
The Board is assisted by a senior staff officer of the Directorate as
Secretary to the Board. Deputy Directors General, Directors and Assistant
Directors General provide the necessary functional support for the Board at the
Headquarters organization located at Dak Bhavan, New Delhi.
2. The
Postal Service Board at the Headquarters DOP:
At present the Postal Services Board comprises of the
following:
·
Ms. P. Gopinath, Secretary (Posts) & Chairman, Postal Board and
Director General.
· Shri Kamleshwar Prasad, Member (Operations), Postal Services Board.
· Shri Kamleshwar Prasad (Additional Charge), Member (PLI) & Chairman Investment Board,
Postal Services Board.
· Ms. Suneeta Trivedi, Member (Planning), Postal Services Board.
· Shri S. Sarkar, Member (Personnel), Postal Services Board.
· Shri S. Sarkar (Additional Charge), Member (HRD), Postal Services Board.
· Ms. Kavery Banerjee,
Member (Technology), Postal Services Board.
3. Administrative Setup
at the Postal Circles:
There are
twenty-two postal circles each headed by a Chief Postmaster General. Each Circle
normally corresponds to a State except for a few exceptions*. These Circles
manage the day-to-day functioning of the various Head Post
Offices, Sub Post Offices and Branch Post Offices through their Regional and
Divisional level arrangements.
Each Circle is further divided into Regions headed by the Post Master
General. The Regions are further divided into field units called Divisions
(Postal / RMS Divisions). Divisions are headed by Senior / Superintendent of
Post Offices or Mail Offices. The post offices and the Mail Business Centers are
under the Divisional Superintendents of Posts or Railway Mail Offices
respectively. The Divisional head controls the Assistant Superintendent of Post
Offices or Inspector of Post Offices, Complaints Inspector, Manager Mail
Business Centre, Manager Customer Care Centre etc.
The Head Post Offices are major offices which also have account
jurisdiction on the smaller post offices. Mukhya Dak Ghars are Sub Post Offices
with more powers than a Sub Post Office. Extra Departmental Sub Post Office and
Branch Post Office are manned by Gramin Dak Sewaks who are Extra Departmental
employees.
Besides the twenty two postal Circles, there is another Circle, called
Base Circle, to cater to the postal communication needs of the Armed Forces. The
Base Circle is headed by an Additional Director General, Army Postal Service in
the rank of a Major General. The officer cadre of the Army Postal Service
comprises officers on deputation from the Civil Posts. Seventy five percent of
the other ranks of the Army Postal Service are also drawn from the Department of
Posts and the remaining personnel are recruited by the Army.
* Gujarat Circle ( which also administers the Union Territories of
Daman & Diu and Dadra & Nagar Haveli), Kerala Circle (which includes the Union
Territory of Lakshadweep) , Maharashtra Circle (which has within its
jurisdiction the State of Goa), North East Circle (which comprises six North
Eastern States- Arunachal Pradesh, Manipur, Meghalaya, Mizoram, Nagaland &
Tripura), Punjab Circle (which has within its administrative jurisdiction , the
Union Territory of Chandigarh), Tamilnadu Circle ( which also administers the
Union Territory of Pondicherry ) and West Bengal Circle (which includes the
State of Sikkim and Andaman Nicobar Islands).
4. Objectives of
Department of Posts:
The Department of Posts is committed to provide universal access to basic
postal services in the country at affordable prices. The objectives of the
Department are;
·To
ensure availability of basic postal services in all parts of the country,
including tribal, hilly and remote areas with responsiveness and reliability;
· To
provide value-added services according to market requirements;
-To modernize the services to handle the growing volume of work with efficiency
and thereby enhance customer and employee satisfaction;
-To
provide efficient, reliable and affordable service with a human touch in all
our interactions with society;
-Demonstrating the highest order of integrity, honesty, transparency and
professionalism;
-Discharging responsibilities towards the society in an environment of deep
trust, mutual respect and a culture of “service before self”;
-To
be a forward-looking organization; and
-To
generate more resources and set an example in financial performance.
5. Responsibilities of
the Department of Posts
As per Government
of India (Allocation of Business) Rules, 1961, second Schedule, Rule 3,
Distribution of Subjects among the Departments, the Department of Posts is
responsible for;
i. Execution of works, including
purchase of land debitable to the Capital Budget pertaining to the Department of
Posts.
ii. Posts, including Post Office
Savings Banks (Administration), Post Office Certificate (Administration), Post
Office Life Insurance Fund (Administration), printing of public postage
stamps/commemorative stamps including postal stationery, premium postal products
and any agency function.
iii.
International cooperation in matters connected with postal communications,
including matters relating to all international bodies dealing with postal
communications such as Universal Postal Union, Asia Pacific Postal Union (APU),
and Commonwealth Postal Union.
iv.
Matters relating to introduction, development and maintenance of all services by
the Post Office including those based on cable, radio and satellite
communications channels: provided that these matters do not amount to
broadcasting, narrow casting, cable and radio networking services and are also
not governed by the Indian Telegraph Act, 1885 and the rules made there under,
and not exclusively allotted to any other Department.
v. Promotion of feasibility survey, research and
development in the field of activities allotted to the Department.
vi. Matters relating to administration of the Indian
Post Office Act, 1898 and rules made there under as well as other laws or
enactments having a bearing on postal activities, not specifically allotted to
any other Department.
6. Network of the
Department of Posts:
6.1 India has the largest postal network in the
world with over 1, 54,979 post offices (as on 31.03.2010) of which 1, 39,182
(89.81%) are in the rural areas. At the time of independence, there were 23,344
post offices, which were primarily in urban areas. Thus, the network has
registered a seven-fold growth since independence, with the focus primarily on
the rural areas. On an average, a post office serves an area of 21.21 Sq. Km and
a population of 7,176 people. Through these offices it ensures daily delivery of
mails at the doorstep of every customer all over the country, collection of
letters through letterboxes, and also sale of stamps and stationery through
village postmen at the doorstep of customers in rural areas. Post offices in
urban and rural areas provide a range of basic postal services to the customers,
including banking and insurance services. Bill collection facility is being
extended through all post offices in urban areas, and identified post offices in
rural areas. Certain value added services are being provided in selected
offices in urban areas.
6.2. Efforts are also being made to identify means of
providing postal services in a more cost effective manner. Expansion of Postal
Network in the country, especially in rural area, has taken place mainly through
opening of Extra Departmental Post Offices, and on a smaller scale by opening
Departmental Post Offices. The Extra Departmental Post Offices function for
three to five hours in a day. These are manned by Gramin Dak Sewaks, who are
paid a Time Related Continuity Allowance (TRCA) for the services they render. On
the other hand, the Departmental Post Offices function for a period of eight
hours and are manned by regular departmental employees.
6.3. Post offices are opened subject to distance,
population and income norms fixed for the purpose. In order to fulfill Universal
Service Obligation, subsidy is provided to all Branch Post Offices in rural
areas, which ranges from 66.66% in normal rural areas to 85% in hilly, tribal,
desert and inaccessible areas. However, there is no subsidy to Departmental Post
Offices in Urban areas, as they are expected to be financially self-supporting
and to earn 5% profit after the first year of its operation.
6.4. Annual target for opening of post offices was
allotted since the inception of the scheme for expansion of the Postal Network
under Five Year Plans. Plan support was also available earlier for recurring and
non-recurring cost of new Post Office during the Plan period in which they were
opened. In the recent years, the strategy for expansion of the network has
undergone some modifications and the manpower requirements for opening of new
Post Offices were met only through redeployment of existing resources since Xth
Plan.
7. Postal Services:
7.1. Postal operations at the post
office encompass the entire gamut of the basic postal services which include:
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Activity
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i)
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Sale of stamps and stationery
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ii)
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Booking of registered articles
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iii)
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Booking of insured articles
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iv)
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Booking of value payable articles
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v)
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Remittance of money through money orders and postal orders
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vi)
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Booking of Parcels
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vii)
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Savings Bank and Savings Certificates
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Traditionally, these services were being provided at manually operated
counters. Considering the vital need for providing the benefit of
technology to the customers, the counter operations are now being progressively
computerized to provide a greater range of services to the customer from a
single window leading to prompt and error free services.
7.2. Remotely Managed Franking System (RMFS):
Digifrank:
Franking machines are popular among bulk mailers, Government Departments,
other commercial organizations, as a convenient and technology friendly means of
stamping the mail. Remotely Managed Franking System is a further
advancement in technology as it entails online flow of funds, remote loading of
credit, exchange of information between the server of the franking machine and
the DOP server etc. The frank impression is also much richer in product
information as well as information about the franking machine license.
This is further corroborated in a 2D barcode which is a part of the frank
impression. The RMFS has come into effect from 16.08.2010. It is
expected that by the year 2013, all existing electronic franking machines in the
country will be replaced by the new model machines.
7.3 Electronic Value Payable Post
(e-VPP):
Traditionally, Value Payable Post (VPP) has retained its popularity among
customers who order their products through the post. In order to give a
boost to this system, especially as e-commerce is becoming a preferred way of
doing business, a technology driven service, e-VPP has been launched from
January 2011 and made available to companies who regularly post a certain number
of articles. This service uses e-payment system instead of the VP Money Order,
therefore, makes it more convenient to send VP articles. The addressee is
also benefited as no MO commission or any other surcharge for transmission of
funds is required to be paid by them.
8. Mail Operations:
8.1 Mail Management:
The processing, transmission and delivery of mail are the core activities
of the Department. Mail is collected from 5,79,595 Letter Boxes in the country.
This is processed through a network of 389 Mail Offices, and conveyed by road,
rail and airlines all over the country.
8.2 Mail Network Optimization Project:
The Department has undertaken Mail Network Optimization Project to improve
the quality of mail processing, transmission and delivery. Apart from optimizing
the existing mail network of Department of Posts it also seeks to bring in
greater standardization and improvement in the operational processes relating to
mail processing, transmission and delivery.
8.2.1 The project would cover Speed Post,
International Mail, First and Second class mail in various phases. The project
has initially been launched in few selected cities. Gradually, the scope of the
project would be extended to the entire country.
8.3 Setting up of Automated Mail
Processing Centers:
The Department has decided to set up Automated Mail Processing Centers
(AMPCs) in Delhi, Mumbai, Kolkata, Chennai, Bangalore and Hyderabad with a view
to automate mail sorting. The Mixed Mail Sorting machines would facilitate
faster processing of large size letters flats and packets/parcels through the
use of Optical Character Recognition (OCR) technology.
8.4 Mechanization of Delivery Processes:
The Department has taken steps to mechanize mail delivery in the
North-Eastern Region of the country as well as in Andaman and Nicobar Island. In
order to ensure better monitoring, 75 mail carrying vehicles in the North-East
Region have been equipped with the Global Positioning System (GPS) Device.
8.5 Mail Motor Services (MMS):
The Mail Motor Services came into existence in 1948 and is at present
entrusted with conveyance of mail between Post Offices, Railway Stations,
Airports, Seaports and conveyance of cash between Head Post Offices, Sub Post
Offices, Branch Post Offices, apart from conveyance of departmental forms and
stationery, Logistics Post etc. The Mail Motor Service Units also undertake
repair and maintenance of vehicles. During the year 2009-10 the MMS vehicles
covered 29.32 million Kms for conveyance of mails and operational requirements.
Total expenditure of Rs. 938.92 million was incurred on MMS during this period.
9. Philately:
The philatelic activities of India Post include:-
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Activity
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i)
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Designing, printing and distribution of
special/commemorative postage stamps and other postage stamps/ service postage
stamps.
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ii)
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Items of postal stationery like Envelope, Inland Letter
Card, Postcard, Aerogram and Registered Cover etc.
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iii)
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Monitoring and promotion of Philately/conduct of philatelic
exhibitions within the country, participation in international and world
exhibitions
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iv)
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Management of the National Philatelic Museum, Dak Bhavan
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10. Business Development
Activities:
Business Development Directorate was set up in 1996
to design, monitor, develop and market value added premium products of the
Department. This Directorate was reorganized as Business Development and
Marketing Directorate in 2004-05. The Business Development & Marketing
Directorate has two Divisions, viz. (i) Business Products and (ii) Speed Post
and Marketing Division. Business Development & Marketing Units have also
been created in all the Circles. In Metros, the work of Business Development &
Marketing is looked after by a Postmaster General. The main responsibility of
the Business Development & Marketing Directorate is to ensure focused management
of value added services that include the following;
· Administration,
expansion and promotion of the existing value added and traditional mail and
parcel services.
· Planning and
introduction of new value added services, except financial and insurance
services.
· Prescribing procedures,
regulations and guidelines for the premium services and its networking.
· Market study, market
testing and product improvement.
· Market strategies,
alliances and cooperation.
· Monitoring and review of
growth of value added products and services.
· Exploring the scope of
commercial utilization of resources of the Department.
11. Financial Services Division:
11.1. Post Office Savings Bank:
The Post Office Savings bank Scheme is an agency function performed by the
Department of Posts on behalf of the Ministry of Finance, Government of India.
The Post Office Savings Bank (POSB) constitutes the main stay of the Financial
Services provided by the Department of Posts. The Post Office Savings Bank is
the oldest and largest banking institution in the country. It operates
more than 20.50 crore savings accounts. Savings Bank facilities are provided
through a network of more than 1,54,000 post offices. There are number of
schemes provided by the Post Office Savings Bank and these include Savings
Account Schemes, Recurring Deposit Schemes, Time Deposit Schemes, Monthly Income
Schemes, Public Provident Fund Schemes, Kisan Vikas Patras, National Savings
Certificates and Senior Citizens’ Savings Scheme. The salient features of all
these Small Savings Schemes are as under;
Government Small Savings Schemes
11.2. Electronic Money Order:
Electronic Money Order (eMO) is a system that facilitates remittance of
MOs electronically amongst those post offices which have Internet connectivity
through LAN or Broadband. The service was launched on 10.10.2008. The connected
HOs and SOs will transmit eMOs for other connected HOs and SOs (including SOs
and BOs in account with them). The tariff structure for eMOs would be the same
as that for ordinary MO with the following features;
· Messages in standard
Codes
· Tracking facility
through 18 digit PNR No
· Bulk booking of eMOs on
the basis of lists provided by the Bulk Remitter; uploading data available in
soft copy.
· Payment of bulk eMOs
through consolidated list
· MIS for sender and payee
in the case of bulk booking / payment.
· After payment, the post
office of payment to upload payment particulars to the central server. Payment
details for non-connected post offices to be updated by its Head Post Office.
· Payment information can
be obtained through SMS.
11.3. Instant Money Order (iMO):
Instant Money Order (iMO) is an online domestic money transmission service
intended for a market clientele requiring instant money remittance. This service
enables the customer to receive money in minutes from any of the post offices
providing iMO service. The service was introduced on 20th January,
2006. Under this service, a person can send amount from INR. 1000/- up to
INR 50,000/- in one transaction. Money will be disbursed to the payee at any of
the iMO Post Offices in India other than the office of booking on presentation
of 16 digit iMO number and photo identity proof. At present iMO service is
available at more than 9,256 locations across the country.
11.4. International Money Transfer Service:
This service, operated in association with Western Union Financial
Services International, provides the customers the facility of receiving
remittances from 205 countries and territories on a real time basis. The service
is currently available in around 7,000 post offices in India.
11.5. Electronic Clearing Service (ECS):
The Electronic
Clearing Service (ECS) provides an alternative method of effecting bulk payment
transactions like periodic (monthly/quarterly) payments of
interest/salary/pension by Banks/Companies/Government Departments. The
transactions under this scheme move from a single User source (i.e.
Banks/Companies/Government Departments) to a large number of Destination Account
Holders (Customers/Investors). This scheme obviates the need for issuing and
handling paper instruments and thereby facilitates improved customer service by
the Banks and Companies/Corporations/ Government Departments effecting bulk
payments.
The Electronic Clearing
Service is being offered in the Department of Posts in connection with payment
of monthly interest under Monthly Income Scheme (MIS), which offers depositors
the facility of getting MIS interest automatically transferred and credited into
their SB account on due date at the designated Bank of their choice. It is a
value addition to MIS interest payment, which provides more comfort level to MIS
account holders, as it eliminates the requirement for issuing and handling paper
instruments. Currently, the service is available in the Department of Posts at
following 36 locations:
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Name of Location
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Name of Location
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1.
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Ahmedabad (Gujarat)
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19.
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Hubli (Karnataka)
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2.
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Bangalore (Karnataka)
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20.
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Jabalpur (MP)
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3.
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Bhubaneswar (Orissa)
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21.
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Jodhpur (Rajasthan)
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4.
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Kolkata (West Bengal)
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22.
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Kozhikode (Calicut) (Kerala)
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5.
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Chandigarh (Punjab)
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23.
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Nashik (Maharashtra)
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6.
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Chennai (TN)
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24.
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Panaji (Maharashtra)
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7.
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Guwahati (Assam)
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25.
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Pondicherry (TN)
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8.
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Hyderabad (AP)
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26.
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Sholapur (Maharashtra)
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9.
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Jaipur (Rajasthan)
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27.
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Surat (Gujarat)
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10.
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Kanpur (UP)
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28.
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Thrissur (Kerala)
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11.
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Mumbai (Maharashtra)
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29.
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Tiruchirapally (TN)
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12.
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Nagpur (Maharashtra)
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30.
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Tirupur (Kerala)
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13.
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New Delhi
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31.
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Shimla (HP)
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14.
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Patna (Bihar)
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32.
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Siliguri (West Bengal)
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15.
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Thiruvananthapuram (Kerala)
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33.
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Burdwan (West Bengal)
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16.
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Baroda (Gujarat
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34.
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Durgapur (West Bengal)
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17.
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Dehradun (Uttrakhand)
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35.
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Raipur (Chattisgarh)
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18.
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Gwalior (MP)
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36.
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Ranchi (Jharkhand)
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Note: For further details, Post Offices at these
locations may be contacted.
12. Information on Postal Life Insurance:
Postal Life Insurance (PLI), introduced in 1884, is the oldest life
insurance scheme for the benefit of Government employees. Initially meant
only for the Postal employees, today it caters to employees of the civil and
military personnel of the central and state governments, local bodies,
government aided educational institutions, universities, nationalized banks,
many autonomous and financial institutions, and public sector undertakings of
the central and state governments. In a major innovation, Rural Postal Life
Insurance (RPLI) scheme was also introduced in 1995 for the benefit of the
entire rural populace.
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POLICIES OFFERED BY THE PLI
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i)
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Whole Life Assurance (Suraksha)
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ii)
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Convertible Whole Life Assurance (Suvidha)
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iii)
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Endowment Assurance(Santosh)
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iv)
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Anticipated Endowment Assurance for 15 & 20 years (Sumangal)
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v)
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Joint Life Endowment Assurance (Yugal Suraksha)
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Under RPLI, there are first four common plans and one
additional plan “10 year RPLI”
Their trade names are as indicated below
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i)
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Whole Life Assurance (Gram Suraksha)
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ii)
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Convertible Whole Life Assurance (Gram Suvidha)
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iii)
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Endowment Assurance (Gram Santosh)
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iv)
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Anticipated Endowment Assurance for 15 & 20 years (Gram
Sumangal)
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v)
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10 year RPLI (Gram Priya)
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An Extra Departmental Agents Group Insurance Scheme was introduced with
effect from 01.04.1992 and a monthly subscription of INR 10/- is deducted from
the salary of its beneficiaries. As on 31.03.2004, there were 2,57,695
members under this scheme. In the event of death of its beneficiary, an
amount of INR 10,000/- is paid out of the insurance fund, in addition to
accretion in the savings and the interest on it. On 31.03.04 the balance
in this scheme was INR 530.1 Million.
13. International Relations:
India Post is a member of the Universal Postal Union (UPU) which is a
specialized agency of the United Nations Headquartered at Berne,
Switzerland with 190 member countries. India is its member since 1876 and
holds an important position in the various organs of the UPU viz. – Congress,
Council of Administration, Postal Operations Council and International Bureau.
India Post offers letter mail, parcel, money order and international speed post
services to its customers.
14. Customer Care:
India Post lays maximum stress on Customer Care in rendering its services
and also to sort out the grievances that arise in the course of providing these
services. Grievance Redress Mechanism (GRM) in the DOP is endeavored to be
Sevottam compliant and whenever a customer desires to complain against the
services provided by DOP: he/she can do so by lodging the grievance as indicated
below:
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When to lodge the complaints
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Complaints are to be lodged within 60 days of the transaction / availing
of a service.
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Complaints like claims and customer requests for Post Office Savings Bank
, Savings Certificate , Postal Life Insurance and Rural Postal Life Insurance
are to be lodged after the prescribed service standard is over
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Where to lodge the Complaints
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Complaints and Suggestion Book for complaints pertaining to services in
the post office in particular or for giving suggestions for improvement.
Complaints and Suggestion Book is available in all post offices and is
required to be given to customer when demanded.
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Complaints
relating to any deficiency in service can be lodged :
o Online at
www.indiapost.gov.in/CCC or at www.pgportal.gov.in
o By hand or by Post at :
· any of the 3603 Customer Care Centers in the country
· Post Office where transaction took place,
· Office of Senior Superintendent of Post Offices
· At any Post Office.
· For Value Payable articles complaints are to be lodged at
the officer of booking. ( Some cases will involve payment of charges)
o Complaints for PLI /RPLI can also be handed or posted to the Deputy
Divisional Manager (PLI/RPLI) stationed at each Circle Office head quarters and
Development Officer (PLI).
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How to lodge complaints
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· Online complaints require filling up of the forms to capture
all the details.
· In other cases complete information needs to be given with
reference to the transaction, service failure and proof of transaction.
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Acknowledgement of Complaints
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· Complaints lodged on the web will be acknowledged
instantaneously.
· Complaints handed in person at the Customer Care Centre will
be acknowledged at the time of handing.
· In other cases acknowledgement will be sent in 7 days.
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Time for redress
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· 60 days
· Complaints requiring investigations 90 days.
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15. Concern for the customers:
The outreach of the network, a well-established accounting system and
intimate knowledge of local conditions even in the remotest corners of the
country are the forte of the postal network. These are further relied upon to
provide additional services to customers, depending on local needs.
Induction of technology is facilitating this objective by upgrading the capacity
of the physical network. Efforts to improve the knowledge and skills and
capabilities of employees through training, strategic collaborations with
leading service providers in banking and insurance sectors, and provision of
more and more products and services on agency basis are the initiatives that
India Post is concentrating on to meet the emerging challenges before it and to
fulfill its role as a facilitator of communication and development in the
emerging socio-economic environment with an overriding concern for the
customers. The challenge of providing cost effective and
viable services to customers is also a great motivating factor. The total
revenue during 2009-10 was Rs. 62,667.01 Million against the net working
expenses of Rs. 1,29,080.05 Million, leaving a gap of Rs. 66,413.04 Million.
The increase in postal revenue was to the extent of 6.90%, whereas, there was an
increase in the budgetary deficit to the tune of 84.84% over the previous year.
16. Review of the 10th Plan
and targets for the 11th Plan:
The 10th Plan aimed at making the postal services
self-sufficient and the technology up-gradation component constituted nearly 80%
of the Plan outlay. The Department has also been able to computerize as many as
8,263 post offices against a target of 7,700 post offices during the 10th
Plan. In addition, 19 Postal Accounts offices were computerized against a
target of 22. All the 245 Administrative Offices have also been
computerized. There has been 100% achievement in computerization of 48
Head Record Offices. In the area of modernization, as against a target of 811,
as many as 822 post offices have been modernized. The Department has set
up 290 Postal Finance Marts as against a target of 300. Now in the 11th
Five Year Plan efforts would be made to computerize and network 17,878
Departmental Post Offices for providing effective and satisfactory service to
its customers. In addition, 64,000 selected Branch Post Office located in Block
/ Tehsil headquarters or in remote areas also will be computerized.
Administrative offices (up to Sub-Divisional level) including Postal
Directorate, PSD / CSDs and Civil Wing offices will also be taken up for
computerization. The proposed networking would improve delivery thereby
getting additional revenue and enable the Department to start various on line
services such as any time, any-where Savings Bank and other financial services.