Course overview

• Duties of a postman – Delivery duties – Additional duties

• Knowledge of records – Beat list & Route map – Delivery slip– Intimation slip– Postman book

• Knowledge of delivery procedures• Importance of Mail Delivery in Project Arrow POs• Data Extraction Tool

Do you know your duties ????

Let us discuss

Duties of a Postman

• Assist in table sorting & beat sorting • Do beat arrangement • Prepare delivery slip in MM Postman &

Speednet • Deliver articles • Choose proper remarks for undelivered articles • Submit returns promptly • Update delivery particulars in MM

Postman/SpeednetRefer to Directorate Ltr No.25-20/2008-PE.I dated 25/11/08

(contd/-)

• Prepare beat list and route map• Collect/Remit cash from/to subordinate offices• Clear LBs other than office LB• Collection of articles on the beat• Procure PLI/RPLI business• Assist the Treasurer in making currency bundles• Assist in PLI/RPLI data entry• Other duties assigned by your Post master

Refer to Directorate Ltr No.25-20/2008-PE.I dated 25/11/08

You should know….

• your route map & beat list • the customers in your beat• your neighbouring beats• how to prepare various forms• standard remarks for undelivered articles• the items to be carried on the beat • the products and services of Indiapost• about Project Arrow & your role in it

Knowledge of

important records

What is Route Map & Beat List ?

Let us see some examples………

Slide-2

Beat List Beat no.__________P.O._________

Name of the street/lanes

Name of firms & offices

Name of principal residents

Remarks

(Rule 102 (2) of PM Vol VI Part I)

Village sorting list

• A record showing the villages attached to the Postmen for Delivery

• Delivery area can be classified as – Fixed Beat (with LBs) – Everyday, the Postman

should visit that area even though no article is received for delivery in that area, for clearance of letter box

– Unfixed Beat - Postman will visit only when the articles are to be delivered in that area

Why is route map & beat list important ??????

• They are basic documents of your beat• They depict/show …..– your delivery area– how to travel on your beat– the distance to be travelled by you daily– time taken for travelling that distance– your important customers

Customer Database

• It is a list of customers in your beat• It contains some important details like:– Name & address – Profession – Contact number– E mail address

It helps you to serve your customers better !!!!!!!!!

How to collect Customers database?

Beat No ………………………….. PO………………………….Name of colony/locality

Name /No. of street

Door number

Name of Principal addressee

Names of other family members

Profession

Office /business/alternate address if any

Contact no. & e mail address

Postman book

• Basic record to be maintained by you everyday• Details of accountable articles (except RL/Parcels)

entrusted to you for delivery should be entered• Get acquittance for cash/articles returned, from

the concerned PA• Entries regarding sale of postage while on beat

should also be made

Let us see a sample now….. Rule 110 of PM Vol VI Part III

Intimation Slip

What is it?

What are its’ uses?

What is it’s importance?

Intimation Slip

• A document served when……– Addressee / Authorised person is absent during delivery of accountable

articles– Door is locked and addressee cannot be informed of the arrival of article

• Intimation slip is served – at the addressee’s premises– in the mail box– to another person at the address

• Suitable remarks to be made in the delivery slip/postman book and on the article

Are there any exceptions? ....Can you tell me?

Do you ever deliver Intimation slip when the addressee is present???

Yes we do…!!!!!!

When VP articles above Rs 500 are received for delivery

When Insured articles above Rs 500 are received for delivery

When Parcels > 5 KGs and < 10 KGs – if Home delivery charges not paid

When Parcels > 10 kg are received for delivery

Have you heard about NOTICES? What are they? When will they be issued?

When Notices are to be served?

• Notices will be prepared, when articles received for delivery, in damaged condition

• It is prepared by the Postmaster• Will be served to the customer by the

Postmen• Make an entry in Postman book

DEPARTMENT OF POSTS, INDIAINTIMATION SLIP

ToShri/ SmtRef: Postal Article No. ………………… Type……………….. Office of Posting………………Date……………Sir/Madam,Day 1 - The above article addressed to you was brought today for delivery. It could not be delivered as you were not available/your house was kept locked.

Day 2 - A second delivery will be attempted tomorrow at the same time.

Day 3 to Day 7 – The article will be kept deposit in the Post Office and it may kindly be collected between…………………..and ………………….. hours at the window of the delivery counter of…………………….Post Office from ………………..to………………The article will be delivered on proper identification. For this purpose you or your authorized representative may bring photo identity proof like Voter ID Card, Passport, PAN Card, Driving license and Identity Card issued by Post Office.

Day 8 - Article will be returned to the sender with the remarks “Unclaimed” if it is not collected within the stated period.

You may also depute your representative duly authorized by you in writing to the Postmaster to collect above-mentioned article on your behalf. The delivery of the said article to your authorized representative will be made by the Post Office subject to the condition that on delivery of the said article to your authorized representative the Post Office shall be freed from all responsibility in respect of the said article.

Request for delivery from Day 3 to 7 (instead of Day 2) may kindly be made before………… hours by ………………….(Date) at telephone No………………….Or through email………………………………………..For further enquiries you may feel free to contact at Phone no……………….Thanking youDate:

Yours faithfully  Signature of PostmanName of Postman Beat No……….…………………….PO…………………..DivisionAvailable : Facility for addressee’s instructions at the Post Office for your mail when you are out of station. You can also authorize an agent to receive your mail. 

Sample

Entries in Intimation Slip

Article number Type of article Name of the PO in which it was postedDate of receipt of article When, where can the customer collect the

articleWhat should the customer do in case he

requires home delivery

You have to inform the customer about the………………..

Let us now see a sample

Address partDEPARTMENT OF POSTS, INDIA

INTIMATION SLIPToShri/ SmtRef: Postal Article No. ……………. Type………… Office of Posting………………Date……………….

Sir/Madam,

5556 RL/MO/Ins/Parcel

Saharanpur

7/9/2010

Day 3 to Day 7 – The article will be kept deposit in the Post Office and it may kindly be collected between…………………..and ………………….. hours at the

window of the delivery counter of…………………….Post Office from ………………..to………………

The article will be delivered on proper identification. For this purpose you or your authorized representative may bring photo identity proof like Voter ID Card, Passport, PAN Card, Driving license and Identity Card issued by Post Office.

1000 hrs.

9/9/2010 13/9/2010

Saharanpur

1600 hrs.

Request for delivery from Day 3 to 7 (instead of Day 2) may kindly be made

before………… hours by ………………….(Date) at telephone No………………….

Or through email………………………………………..

For further enquiries you may feel free to contact at Phone no……………….Thanking youDate: Yours faithfully Signature of Postman Name of Postman Beat No………. …………………….PO …………………..DivisionAvailable : Facility for addressee’s instructions at the Post Office for your mail when you are out of station. You can also authorize an agent to receive your mail.

16 00 hours 9/9/2010 PO Tel. No.

PO e Mail addressPO Tel.

No.

Knowledge of Procedures

Delivery procedures

The right way of delivering articles

Delivery procedures

• How to deliver articles?• Where will the customer sign after taking

delivery of the article?• Are there any special procedures to be

followed ?• Should I get a witness?• How do we deliver articles to customers with

special needs?

Ordinary articles

Registered articles (Domestic and International)

Speed Post (Domestic and International)

SP Passport

Door delivery / Post Box / Post bag/Window

Can be delivered to the addressee onlyOr to the person authorized by the addressee

Can be delivered to any person in the given address (Address specific )

Addressee specific delivery

EPP

Money Order

InsuredDoor delivery up to the value of Rs.500Serve Intimation if value exceeds Rs.500

Can be paid to the Payee Or to the authorized person

Can be delivered to any person in the given (Address specific )

Parcels Upto 5 KGs – Door Delivery> 5 KGs upto 10 KGs – Door Delivery if door delivery charges Paid

VP articles

Door delivery up to the value of Rs.500Deliver after collection of VP Value + MO CommissionServe Intimation if value exceeds Rs.500 or the addressee desires to take delivery later

Direct Post Door Delivery

International Mails with CD

Door delivery after collection of Customs Duty

Is the procedure for delivering returned

articles different ? How ? And Why?

Do Not Forget……….

RL with AD – acquittance in delivery slip ONLY MOs – acquittance in voucher portion ONLY

Delivery under acquittanceType of Article Where to Get From whom

Registered article Delivery Slip Addressee / authorized agent

Registered article with AD Delivery Slip and AD Card Addressee / authorized agent

Insured Article Delivery Slip and AD Card Addressee / authorized agent

Money order In the Form in Voucher portion and Ack Portion

Payee / authorized agent

Speed Post Delivery Slip Any resident in the Address

Speed Post with POD Delivery Slip and POD Any resident in the Address

EPP Delivery Slip Any resident in the Address

Speed Post Passport Delivery Slip Addressee only

Should we get any acquittance for delivery of Direct Post?

No need.. It is like unregistered article

Spot quiz on

special delivery procedures

Return Remarks

Standard RemarksSituation Proper

Remarks Addressee refuses to take delivery of article Refused

Address is located but no such addressee lives there (or) Address given on the article is incomplete

Not known

Addressee has left India without any instructions Left India

Addressee expired Deceased

Addressee is absent Intimation Served

Addressee has gone away without leaving any addressee instruction regarding the new address

Left

Alternate address in the instruction register or ascertained information about alternate address

Redirected

Sample rubber stamp impression used by Madurai HO

Is this as per the prescribed format? Please give your comments….

In correct Remarks

Where to affix the remarksArticle Place for affixing return remarks stamp

Ordinary Letter On the address side of the article(back side if no space on front side)

Registered Letter On the address side of the article and on the AD card (if applicable)

Insured Letter/Parcel On the address side of the article and on the AD card (if applicable)

Money Order On the voucher & acknowledgement portion

Speed post/EPP On the address side of the article and on the POD (if applicable)

Returns (contd/-)

• How will you return undelivered articles?• Who will you hand them over to?• Do you get any acquittance from anyone for

these articles?

Let us see the answers……

Delive

red a

rticle

s

Type of article What to give To whom Do not forget to get...

Registered AD Card Registration PA Acquittance in Delivery slip

VP Signed VP receipt -do- -

VP Cash Registration PA/Treasurer (*)

Acquittance in postman book

Insured AD Card Registration PA Acquittance in Delivery slip

MO Signed MO voucher

MO Paid PA Acquittance in postman book

Speed post POD Speed PA Acquittance in Delivery slip

Articles with CD

Cash (CD) Concerned PA/ Treasurer (*)

Acquittance in postman book

Unpaid articles Cash Treasurer Acquittance in postman book

*- For computerized offices – Cash should be given to the Treasurer For Non Computerized offices- Cash should be given to the Registration PA

Type of article What to give To whom Do not forget to get…..

Registered Articles Registration PA Acquittance in Delivery slip

VP VP articles & acknowledgement for delivery of intimation

-do- Acquittance in postman book

Insured Articles Registration PA Acquittance in Delivery slip

MO Unpaid MOs MO Paid PA Acquittance in postman book

Cash Treasurer Acquittance in postman book

Speed post Articles Speed PA Acquittance in Delivery slip

Articles with CD

Articles Concerned PA Acquittance in delivery slip

Undeli

vere

d arti

cles

• To put proper remarks on undelivered articles • To handover signed acknowledgement cards• To update remarks in MM Postman/ Speednet • To update remarks in postman book• To paste acknowledgement for delivery of VP

receipt to the addressee in your postman book

• To handover cash realized on unpaid articles

Let us recap…

Before you go for delivery ….

Please check… before you go out for delivery….

• Whether …– all the articles have been affixed with delivery

stamp– all are arranged as per route map & beat list– the number of articles tallies with the Delivery Slip– the VP Receipt/Intimation are kept safe– cash for MOs counted, acknowledged & kept safe– all addressee instructions have been followed

Are you ready for the Beat ???

–Uniform–Postman Bag–Foot wears–Grooming–Appearance –Identity card on display

Your bag should contain……..

1. Copy of the route map & Beat list2. Blank Intimation slips in the prescribed format3. Pen4. Ink Pad ( for thumb impression)5. Stamps for sale in the beat6. A bag for free pick up of articles7. Receipt book- RL/Speed Post booking (if

authorized)8. A Note book to collect Customers database9. PO Pocket Guide

Our products & services

• Speed Post• Express Parcel Post• Logistics Post • Business Post• Bill Mail service• National Bill Mail Service• Direct Post• Retail Post• Media Post • eMO/iMO/IMTS• ePost

Let us now see some delivery related products

in brief…..

SPEED POST

• Government’s own courier• Domestic and International Services• Documents and Merchandise can be sent• Insurance Facility upto a max of Rs.1,00,000/- • Time bound delivery• Special rebates for bulk customer• Free Pick up facility is available• Postman can pick up articles at customer’s door

step

SPEED POST

• Extended booking timings in select post offices• 24 Hours booking in RMS offices• Track and trace service• Book Now and Pay Later & rebate facility• Speed Post Passport Service

Conditions of posting similar to other postal articles as given in Clause 209/210 of PO Guide I

INTERNATIONAL SPEED POST

DOCUMENTS MERCHANDISE

Communication, Bills, Invoices, Value deeds,

contracts and agreements, Legal papers, Book Materials

etc;

In Nutshell,Personal Communications

Business Samples, Import and export goods, tradable books, samples of papers,

articles of stationeries, electronic and other

components etc;

In Nutshell,Goods for sale

SPEED POST PASSPORT SERVICE

• Select POs sell the Passport application • Processing of application done at PO counters• Applications sent to Passport Office for further

processing• No processing fee• Service is available only for issue of new

passports

Express Parcel Post

• Parcels weighing upto 35kg can be sent• Retail and corporate contractual service• Domestic service available by surface

transport• Time bound Door delivery of parcels• Book Now Pay Later facility• Free Pick up & rebate facility• Cash on delivery facility

Logistics Post

• Domestic service for sending parcels and large consignments

• No weight limit. • Door to door service• Distance and weight-based tariff• Multi-modal transport• Warehousing• Pick and Pack services

Logistics Post Air

• Logistics Post Air – • consignments are transported through Indiapost

Freighter • Available in the NE Region of India

Business Post • Total mailing Solution • Pre mailing activities done for a fee• For bulk customers• Service available for accountable and ordinary

articles

• Pick up• Collection• Insertion• Addressing • Gumming • Franking

Bill Mail Service

• Bills, financial statements etc• Periodicity should be at least once in 45 days• Minimum quantity for posting at a time is

5000• Articles should be superscribed as “BMS”• It should be posted in select POs only• To be delivered locally or within a district• Tariff – • First 50 gms – Rs 3/-• Every additional 50 gms – Rs 2/-

National Bill Mail service• Bills, financial statements etc• Periodicity should be at least once in 45 days• Minimum quantity for posting at a time is 10,000• Articles should be super scribed as “NBMS”• It should be posted as Speed Post/EPP • To be delivered across the country• Articles meant for one outstation destination to be

bundled in one package, which can be sent to destination cities as Speed Post, Express Parcel Post etc. on payment by sender.

• The individual bills in the package are charged only at the local Bill Mail Service rates.

Direct Post• Unaddressed ordinary articles• In the nature of brochures, samples, CDs etc• Minimum quantity – 1000 pieces• Should not be posted in letter boxes • Should be delivered at the door step in a

specified localityTariff Per Article for 1st 20 gms Per article (for every

additional 20 gms or part thereof) (Rs)Local (Rs) Inter City (Rs)

1.50 2.00 1.00For both local and inter-city articles

E POST

• Conveyance of Scanned communications through Internet

• Delivery of e post is available in all post offices • Recipient may or may not have an e mail ID/

internet facility• Will be received at the PO, Printed out• Sent to the addressee in a specially designed

envelop as unregistered article• Delivered at the door step • Rates: • Per A4 size paper –Rs.10/-

eMO

• Electronically transmitted Money orders• Commission same as Ordinary MOs• Conditions same as Ordinary MOs• Can be booked to non computerized offices

also• Speedy transmission and payment of MOs

You can increase the revenue of Indiapost by…

– Selling of stamps in the beat–Booking Speed Post articles in the beat–Pick up of articles from the beat–Prompt Delivery of Direct Post & Bill mails–Procuring PLI/RPLI–Marketing of other products and services

Your role in Revenue generation

Sensitization to Project Arrow

About Project Arrow

• Commenced in May 2008

• Overall changes - appearance, facilities, infrastructure,

technology & processes in select post offices

• Focused attention towards a commonly accepted target

of improving the post offices

• Achieve a CONSISTENT CUSTOMER EXPERIENCE

• Make customers believe that the POST OFFICE IS

CHANGING FOR GOOD

Components of Project Arrow

Look &

Feel

•Improving customer experience by modernizing appearance and facilities in post offices

Core Competence

•Improving customer experience through our work performance

Focus areas

• Branding • Infrastructure• Technology• Human Resources

• Mail delivery• Savings Bank• Remittances• Office Service Level

Branding

• Maximum visibility of our new logo• Popularizing the Brand/ Logo of Indiapost

• Its consistent application in all post offices– Can u draw the new logo of the department? – What does the logo represent? – S…………., D……………, E……………., A……………, A……………….

Some application areas

Technology

• Computerization – Supply of hardware for the office– Installation of software

• Security related issues– Password security– Physical security – Antivirus

Human resources

• Improving Knowledge, Skill and Attitude of the staff – Training programmes– Out sourcing wherever needed– Maintaining Database of staff

Infrastructure

• To change the ‘ look & feel’ to Project Arrow Standards – Structural repairs in PO buildings– Re painting as per Project Arrow specifications– Electrical repairs – Re wiring – Laying counters/cupboards etc

Walls/ windows / doors

Wall highlights/ edges

Walls

Floors tiles

Writing ledge facing the counter

Counters

Chairs

4 Silos of Core Competence

Mail Delivery Savings Bank

Remittances Office Service Level

Mail delivery Same day delivery of Mails receivedSame day despatch of Mails postedImproving all mail related activities

Remittances Same day payment of money orders Provide all e enabled services in the post office Booking of all MOs as eMOs

Do you think all this is possible?

Let us discuss the issues now..

Delivery related issues

Addressee……..

• Is absent when the postman visits

• Has no knowledge about authorization

• Does not give addressee instructions

• Deliberately mis-leads the postman

Postman………

• Is not punctual • Has insufficient knowledge

about his beat • Has insufficient knowledge

about standard remarks/returns• Has insufficient knowledge

about procedures of delivery• Does not help in pre delivery

activities• Unauthorized absence• Has a Negative attitude

What are the major problems you face while delivering articles ????

Solutions ?????

• Be punctual, courteous & regular• Educate your customer on

– Importance of Addressee instructions

• Maintain a customer database• Assist in pre delivery work• Proceed for delivery on time• Keep intimation slips handy• Serve intimation slips when addressee is absent• Update your knowledge on procedures and rules –

for delivery

How do you assess your child’s performance in school ???

How do we assess the performance of our office ??

Through KPIs….

What do you mean by KPI?

Key Performance Indicator - It is a factor showing the delivery performance of your office

KPIs and Targets KPI Target

Per cent of mail sent for delivery (Regd. Post) 100%

Per cent of mail sent for delivery (Speed . Post) 100%

Per cent of mail sent for delivery (Ordinary) 100%

Per cent mail delivered same day (Regd. Post) 100%

Per cent mail delivered same day (Speed. Post) 100%

Per cent mail delivered same day (Ordinary) 100%

KPIs and Targets (Contd…) KPI Target

Per cent mail correctly sorted (Regd. Post) 100%

Per cent mail correctly sorted (Speed . Post) 100%

Per cent mail correctly sorted (Ordinary) 100%

Deviation of beat completion time 30 minutes

How can we assess KPI ?

Through Data Extraction Tool

What is DET???

85

DATA FROM POST OFFICE DATA BASE AND WEB-ENTERED DATA IS USED TO CREATE A KPI-BASED PERFORMANCE DASHBOARD

Operational dashboard reports

Data Repository

Data extracted from PO

Meghdoot

Sanchay Post

Data manually entered through web based system

Online web-based tool

100%

07%

93%

Example Data

• Details of Regd articles

• Details of Speed Post articles

• Details of eMO• Details of SB

accounts• Details of Financial

variables

Example Data

• Number of Ord articles received

• Number of Ord articles not delivered

2

3

Reporting Engine

• Data repository would store data collected from individual PO

1

100% = all data required for KPIs

Data Extraction Tool • It assesses the performance of the our Post

offices under Project Arrow• Automatic extraction of data from the database

of various software used in our Post Office• Based on your performance your office will get

a score- like a report card • Your score will be monitored by Directorate

• Your office scores decrease when……– All mail received in the office is not sent out for

delivery– All mail taken for delivery is not delivered – Improper remarks on the articles – Non issue of Intimation slips– Return particulars not entered at the end of the day– All mail is not dispatched on the same day

What should you do so that your post office gets

100/100 ???

What should you do?

• Assist in pre delivery activities• Deliver all articles & pay all MOs/eMOs entrusted to you• Put proper remarks on undelivered articles • Use rubber stamps for putting remarks• Use intimation slips • Get addressee instructions & follow them• Update return information in MM Postman/Speednet• Adopt customer friendly approach• Success of this Project is in your hands • Please remember ……………

Dak Seva Jan Seva

Secretary, Department of Posts receiving the Prime Minister’s award for Excellence