INDIAN POSTAL SERVICE

Managing the change by:-

Vrinda

Bharti VishweshRaviSultanSaleem

INDIAN POSTAL SERVICEE

– History of 150 years; based on the British Postal service “Royal Mail”

– Mission: To provide high quality mail, parcel and related services in India and throughout the world ; to be recognized as an efficient and excellent organisation exceeding the expectations of the customers, employees and the society

– Mail Services: Speed Post, Business Post, e-Payment, e-Post, Media Post, Logistics Post, Direct Post

– Financial Services: Banking, Postal Life Insurance, Money Order, Instant Money Order, International Money Transfer, Mutual Funds

– Other Services: Express Parcel, Public Provident Fund, National Savings Certificate, Kissan Vikas Patra, Monthly Income Scheme, Post Boxes for Mail Recipients

Key Issues

• Key Issues Characteristics– Low Customer Satisfaction: Late deliveries of mail,

Quality of Service, Lack of facilities to customers– Competition: Private Courier Services, Banks, Private

Mutual Funds, LIC– Management Structure: Government Organisation– Inefficient Employee Force– Large Number of Services: Majority Unproductive– Vast reach in the interiors of the country: Potential

not realized

Characteristics

– Many Services to cater the rural India: Public Benefit

– Proactive Organisation– Political Resistance towards change in the

organisation– Image of the Organisation– Running in Losses: Heavy Investment from the

Government to revive the Postal service– Natural Advantage in various services

Recommendations

– Move from Functional Structure to Divisional Structure: Government retaining control on top management

– Offering services according to the geographic locations: Villages, Small Cities, Large Cities, Metros

– Dropping out/Adding services specific to these locations:– Giving up unprofitable services– Building a database of addresses: To improve quality of

service & offer innovative products like “Royal Mail”– Technological Changes: Equipping the Post Office with IT

infrastructure & providing communication services using Internet

Environmental Change

– Internally: Training the Employees, Improving Processes

– Externally: Coping up with competitors, Tying up Private players to improve inefficient services ( Ex: Tie-Up with Western Union to offer Money Transfer Services )

running this service in corporation made by Western Union and India Post ...

New Services

Changing Face in Indian Post

• IPS is expanding its services now in the Banking sectors

• 60% of people have no access to banking in India

• Strength of Indian post lies in the rural areas• RBI governor said Indian Post Office can play a

vital role in banking to the unreached• 156 thousand post office across the country

• IMO- Web based instant money transmission service started in 4 locations in the North East

• People who need to remit money to their children who are studying outside the state

• Traders can use it for payments• For people who don’t have facility to internet

banking

• Meghdoot counter- It is known as multi purpose counter

• Were in you need to book a register letter speed post money order

• It is like a single window transaction• People visit the post office to buy passport

applications rather than going to the passport office

• E-POST- it brings the digital divide for instance in villages there is no access to pc there might be no browsing centre

• It is very cheap and the message is going very early

• E post users are 5000 as per 2004

• Postal Life Insurance- PLI application which is using computer interface i.e basically for postal life insurance on the premium everything is computerized this is a major computerization which has happened and has a great impact on the people.

Few Stamps

LETTERS

THANK YOU