4.3A Project Arrow

7/29/2019 4.3A Project Arrow

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Concept of Project Arrow

Present scenario

70% of people live in

rural areas

Most villages & small

town do not have

connectivity tomainstream economy

Potential of India Post

Dept has over 1.55 lakh

POs across the country

with more than 1.25 lakhin rural area

This network provides a

huge opportunity toconnect remote areas


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Concept of Project Arrow

Make Post office the window to the

world for aam aadmi

This is conceived in April 2008

Focus on improving the core operations of

Post offices

Enhancement of look and feel to create a

unique identity


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Scope

Get the core right

Modernize the look and feel


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Scope

Focused efforts to significantly improve

four core areas of the postal service

Mail delivery

Savings Bank

Remittances

Office service levels


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Scope.

Broad approach to upgrade, enhance

capacity and quality in

Branding

Technology

Human resource

Infrastructure


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Objectives

Make a visible, tangible, and noteworthydifference in post offices that matters tothe common man

Verify and certify progress on ongoingbasis using clearly defined KeyPerformance Indicators (KPIs) for eachimprovement area

Set the foundation for a comprehensivetransformation of India Post


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Covers 8 silos

1. Mail delivery

Ensure same day delivery and same day

dispatch

2. Savings bank

Reduce transaction time

Counter transactions

Account transfer

Closure

Settlement of claim cases


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Covers 8 silos

3. Office service level

Improve customer satisfaction in all

parameters from appearance to operation

4. Remittance

Payment of MOs on the day of receipt

Provide web enabled remittance service


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Covers 8 silos

5. Human resources

Identifying roles and job descriptions for all

Designing suitable training to enhance

operational and soft skills of staff6. Infrastructure

Standardize and consistent interior and exterior

blueprint and ensure uniform implementation


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Covers 8 silos

7. Technology

To enable POs to provide all IT enabled

services decide required

Hardware

Software

Connectivity

8.Branding Ensure uniform brand hierarchy as well as

consistency for all products and services


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A unique approach

Key elements

Holistic & integrated view

Equal focus on both core areas and look & feel

Standardized approach Standardized targets & improvement measures

Effective measurement

Central programme office & IT-enabled tools for reliable

measurement

Capability building

Training, workshops and professional consultancy


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Mails- activities for improvement

Revision of mail arrangements- alternate

transport

Mentoring of Mails arrival and taking

corrective steps

Assessment of required man power

Ensuring postman multi-skilling Implementation of beat sorting at Mail

Offices


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Examining and arranging bulk mail

delivery from Mail Offices

Streamlining pre-delivery processes

Ensuring availability of Equipment and

accessories

Carrying out beat revision Developing beat backup


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Strengthening monitoring of postmen

performance

Strengthening monitoring of Letter Box

clearance and dispatch of mail

Popularizing PIN codes


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SB- activities for improvement

Revision of cash balances and withdrawal

limits

Digitizing all manual records

Re-engineering Savings Bank operatingprocesses

Streamlining account transfer procedure

Popularizing nomination facility Expeditious settlement of death claim cases


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Remittance- activities for

improvement

Revision of cash balances and revision of linelimits

Effective supervision and monitoring of

postmen performance Providing system back-up and monitoring of

Network

Installation of required software for eMO

facility High level monitoring of eMO and iMO

services and popularizing eMO byadvertisements


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Office Service Level- activities

for improvement

Taking action for thorough cleaning of

Post Office

Codifying the duties and responsibilities

of the Postmaster and tracking

compliance for effective supervision

and administration

Formulating and implementing local

citizens charter

Offi S i L l i i i


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Office Service Level- activities

for improvement

Ensuring adequate infrastructure & supportsystems

Ensuring better queue management

Standardizing the duties & responsibilities ofPO staff

Organizing professional/Soft skills/troubleshooting training

To sustain and improve overall level of servicequality- implementation of customersatisfaction survey process


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Branding

The following PO objects need to be re-

branded as per new India Post

Corporate Manual

New India Post logo

Internal branding

External branding


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Branding.

Internal branding

Display

Counter signage

Information boards

Materials

Stationery

Uniforms Postman bags


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Branding.

External branding

PO signage (name board,standee etc)

Letter boxes

Vans

E t l i b d (PO


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External sign board (PO name

board)

Technical description

Size: 1:3 (Height x Width)

Colour combination

Red

Yellow

Name of office in two/three languages will

be on the strip provided for the purpose

E t l i b d (PO


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External sign board (PO name

board)


Order for languages

For two, Hindi First and English next

For three, Regional, Hindi and English

Postal Index Number will be added on the

signboard of delivery PO


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Sign board, Example


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Information board

There are four types of information

boards

Citizens charter

Hours of business

Public notice board

Advertisement


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Information board


Size: 4 x 3 (Height x Width) should

contain Corporate Symbol and text

The wings of the corporate symbol ispainted in post office yellow over a post

office red stripe on the top with relevant

text on the right side

Another stripe containing three shades of

red will run across the bottom portion


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Uniform materials

Jacket for counter (front office) staff

Front office staff is expected to wear a

post office red jacket on top of their dress

Colour; Post office Red

India Post logo should be visible around

the left pocket


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Jacket, Example


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Uniform materials

Postman delivery bag

Colour: Post office red

India post logo should be stencilled on the

front of the bag in corporate colours


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Postman delivery bag , Example


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Standee

Two variants of standee (services

boards)

HPO Taller

Other PO Shorter

Size:

Taller 16ft by 4 ft (H x W)

Shorter 8 ft by 2 ft (H x W)


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Standee

Other technical description

Material: Aluminium Composite Panel

Colour: Post office Red and Yellow

Important services available in PO should

be highlighted in the order of priority


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Standee Example

Shorter Longer


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Letter boxes

Four variants of letter boxes

Three standing

One hanging

All should have Post office red colour

Exceptions Green and Blue meant for local

and metro city letters


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Letter boxes

Hour plate to show time of clearance

should be in the front. No other text

appear. Name of PO/Mail Office should

be at back of standing letter box and atback/bottom of hanging letter box

ID number of letterbox appear on both

sides of box


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Documents

4.3A Project Arrow