SUMMER INTERNSHIP PROGRAM

ON
“A STUDY ON THE ADMINISTRATION OF HEAD POST OFFICE”

BY
S. MANO VASANTHA RAJAN - (20520)

Under the guidance of

DR. M. SUBRAMANIAN, Ph.D (Finance), M. SENTHIL RAJAN,

FDPM (IIM-Ahmedabad), Pursuing PDF HEAD POSTMASTER,
Head of the Department, MBA, RLIMS, ARASARADI HEAD POST OFFICE,
MADURAI (A Unit of SLCS) MADURAI – 625016.

“In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION (MBA)”

SUBMITTED TO
Department of MBA RL Institute of Management & Studies,
Madurai - 625022

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 ACKNOWLEDGMENT

I would want to show my gratitude to our Honourable Principal, Dr. R. SUJATHA, for allowing
me to complete this internship report and for their support throughout my academic career. At the
outset I express my immense gratitude to Dr. M. Subramanian, HOD for his suggestion to choose a
multi-functional and busy Government Office engaged in direct public service in this pandemic
situation for the Summer Internship Programme. His guidance and support throughout the
programme are noteworthy and highly useful. Also, I am thankful to Dr. Sekar, Placement Officer
and other Faculty members for their clarifications, references, reviews and valuable ideas during the
programme.
I express my sincere thanks to the following Officers and Staff of India Post who made my
internship a colourful experience of practice learning with evergreen memories.
S/Shri
1. M. Senthil Rajan, Head Postmaster, Arasaradi HPO, Madurai – 625016
2. S. Abirami, Assistant Postmaster (Accounts), Arasaradi HPO
3. S. Saravanan, Public Relations Inspector (Postal), Arasaradi HPO
4. M.N. Balaji, Deputy Systems Manager, Arasaradi HPO
5. R. Lakshmi, SBCC, Arasaradi HPO
6. F. Silvia Queenie, Accounts Assistant, Arasaradi HPO
7. K.M. Shaik Dawood, Deputy Postmaster, Madurai HPO – 625001
8. S. Meena, Public Relations Inspector (Postal), Madurai HPO – 625001
9. S. Nalina, Supervisor, Central Processing Centre, PLI, Madurai HPO
10. R. Balaji, Postal Life Insurance Section, Madurai HPO
11. G. Vinoth Kumar, Senior Manager, India Post Payments Bank, Tallakulam Branch
12. M. Naganathan, Senior Postmaster, Tallakulam HPO, Madurai – 625002
13. A. Balamurugan, Deputy Systems Manager, Tallakulam HPO
14. M.P.P. Karthikeyan, Supervisor, Savings Bank Control Organisation, Tallakulam HPO
15. A. Selvaraj, Supervisor, Business Post Centre, Madurai - 625001

and all Postal Supervisors and Staff members.

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 FACULTY MENTOR’S CERTIFICATE

I hereby certify that “MANO VASANTHA RAJAN S (20520)”, a Master of Business

Administration student at RL Institute of Management & Studies in Madurai, has completed A
Summer Internship program on “A STUDY ON THE ADMINISTRATION OF HEAD POST
OFFICE ” under my supervision.

DATE:

SIGNATURE

Dr. M. SUBRAMANIAN,

Ph.D(Finance), FDPM(IIM-Ahmedabad),
PursuingPDF

FACULTY GUIDE

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 DECLARATION

I hereby declare that this project titled “A STUDY ON THE ADMINISTRATION OF HEAD
POST OFFICE” has been originally done under the guidance of Dr. M. Subramanian, Head of
Management Studies, Department of Masters Business Administration, RL Institute of
Management Studies, Madurai - 625022 in partial fulfillment for the degree of Masters of
Business Administration and this work has not been submitted elsewhere for any other degree.

SIGNATURE OF CANDIDATE:

DATE:

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 TABLE OF CONTENTS

CHAPTER CONTENT PAGE NO

CHAPTER 1 INTRODUCTION 6

CHAPTER 2 ORGANISATION INFORMATION

CHAPTER 3 FUNCTIONAL LEARNINGS &

OBSERVATIONS

CHAPTER 4 SUMMARY OF FINDINGS &

RECOMMENDATIONS

CHAPTER 5 CONCLUSION

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 CHAPTER 1
 INTRODUCTION OF THE SIP IN ARASARADI HEAD POST OFFICE
 OBJECTIVES OF SIP IN POST OFFICE
 REVIEW OF LITERATURE OF POST OFFICE
 SCOPE OF THE STUDY

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INTRODUCTION OF THE SIP IN ARASARADI HEAD POST OFFICE :

Actual On-field Internship in any Organization in these pandemic situation is a difficult job
because most of them are either closed or operating with limited hours and personnel strength. Post
Office is a Central Government Department that remained operational during the pandemic,
delivering crucial services to the people such as money distribution, delivery of medicines, important
letters, parcels and so on. Though it was one of the factors that influenced my decision to intern at
Post Office, I chose the organisation primarily because its administration encompassed practically all
MBA topics viz., Banking, Insurance, Finance, Human Resource Management, Marketing, Logistics,
Systems Administration etc. Until it was referred to by our Faculty, I too was believing like a
layman that Post Office is just a place of selling stamps and delivering letters. But right from the
first day of the programme, I was amazed by the diversified activities and various services provided
by the PO using the state of the art technology and highly advanced softwares. Further, I am
confident that the following short note on the organisational set-up and day-to-day functioning of the
HPO will prove the significance, scope and relevance of my Summer Internship Programme to my
MBA curriculum.

Arasaradi Head Post Office is one of the three HPOs functioning under Madurai Postal
Division. It is accommodated in Departmental own building at No.4, Harvey Nagar I-street,
Arasaradi, Madurai – 625016. Being an independent Unit, it is an apt place for learning
Management concepts and ideas practically for beginners like me. It is quite interesting to study how
different sections of the PO are administered, various services provided are monitored controlled and
how the transactions of each section are integrated in a systematic way. It is administered by a Head
Postmaster who is assisted by a team of Supervisors, Postal Assistants, Postmen, Multi Tasking Staff
and Dak Sevaks. The HPO is functioning under the administrative control of the Senior
Superintendent of Post Offices (SSPOs), Madurai Division, Madurai – 625002 who is the Divisional
Head. There are 20 Sub Post Offices placed under the account jurisdiction of Arasaradi HPO
spreading from Ellis Nagar to Sholavandan. There are 2-10 Branch Post Offices in account with each

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Sub Post Office. All the transactions and accounts of Sub Offices and Branch Offices are
incorporated into Arasaradi HPO on daily basis through online softwares.

Arasaradi HPO is funded by State Bank of India, Madurai Main Branch and the HPO is
catering to the monetary needs of its Sub Offices except Palkalai Nagar and Sholavandan Sub Post
Offices, who have cash arrangements with local Banks. Arasaradi HPO has a separate Treasury to
deal with the above works. In Sub-Accounts section, everyday account bags are closed and
despatched to these 20 Sub Offices in which Stamps, documents, circulars, forms, Pass Books and
stationery indented for are included along with an invoice called SO slip.. Similarly all the 20 POs
are sending their account bags to the HPO with their Daily Transaction Report alongwith lists,
schedules, vouchers, Pay-in-slips, withdrawal slips etc. in proof of each transaction for checking and
incorporating into HO accounts. .

The prime duty of a PO is processing and delivery of letters, parcels, electronic Money Orders
etc. Arasaradi HPO is serving an area of sq.kms and a population of . There are 35 delivery beats in
Arasaradi HPO manned by 35 Postman staff. At around 7.30 am a truck load of mail bags are
received from Madurai Railway Mail Service through Departmental Mail Van. They are placed on a
big sorting table in the Delivery section, faced uniformly so as to impress with Delivery date stamp
at back and sorted into 35 pigeon holes meant for each Postman. The sorted ordinary letters are
transferred to 35 Postman tables where they are arranged street-wise and door number-wise by each
Postman to ease their delivery work. All the accountable articles such as Registered Letters, Speed
Post, electronic Money Orders, Registered and Insured Parcels etc. are scanned with barcode scanner
and processed in Computers. Thereafter each Postman scans every accountable article with the
Mobile phone provided to them and deliver articles to the addressees at doors after getting just finger
tip signature on the mobile screen. The sign is immediately uploaded to the Server through Postman
Mobile App (PMA) on the spot which communicates the delivery information to the Sender of the
article within few seconds. It is being done very systematically using the latest technology and
customers can track and watch the movement of the articles booked by them or sent to them at every
stage.

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 Post Office Savings Bank (POSB) and Postal Life Insurance (PLI) are two major revenue
earning areas of every HPO. On the other hand they are the most beneficial to customers as
compared with their competitor products in Banking and Insurance market. Both the services are
dating back to 19th century and one of the oldest in their respective fields. Yet they are leading as
pioneers in the market even now as they are receptive to changes and adaptable to cutting the edge
technology. POSB and PLI are connected online all over the Nation through the vast Postal network
and providing best services to customers. Customers are always attracted by the rate of interest
offered by POSB schemes and Central Government’s guarantee for their investments. The Head
Postmaster, Arasaradi HPO is also acting as the Manager, Central Processing Centre, PLI which is
functioning at the First floor of the HPO. There is a separate counter for availing the services of
India Post Payments Bank (IPPB) such as deposits, withdrawals, linkage of POSB account with
IPPB account, Aadhaar Enabled Payment Services etc. which completely paperless services.

Point of Sale (PoS) or Multi Purpose Counter Machines are the counters which are providing
all important public utility services such as booking of Registered letters and Parcels, Speed Post,
Money Orders, International articles etc. and sale of stamps and Postal stationery, Indian Postal
Orders, Sovereign Gold Bonds, Gangajal, acceptance of PLI/Rural PLI premia, subscriptions to
National Pension Scheme, payments through Western Union Money Transfer etc. Besides, a
Business Post Centre is also functioning at the HPO where Bulk mails are processed, booked and
despatched. Also a Common Services Centre (CSC) is there at Counters where multiple services
like mobile recharge, DTH recharge, collection of LIC premia, Electricity billet. are available.

Arasaradi HPO is also an excellent platform for learning many important aspects of Human
Resource Management. While the day to day man-management, work allocations, leave
arrangements etc., are looked after in Admin section, the overall Pay billing, leave accounting,
Pension distribution, drawal of various allowances, loans and advances, computation of taxes,
maintenance of service records etc. for all the staff of Arasaradi HPO and its Sub Offices and Branch
Offices are dealt with at Account Section. Also, a separate section is dealing with Savings Bank
claim cases and back office operations related to SB of Sub Post Offices like transfer of accounts,
revival etc.

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 Savings Bank Control Organisation (SBCO) is an independent entity functioning in every
HPO. It is a good source of learning about Data collection, Data analysis, Data interpretation etc. It
is checking and auditing every Savings Bank transaction of Arasaradi HPO and its SOs & BOs,
raises Objections for errors and irregularities and keeps a control over the overall SB transactions
accounted into the HPO.

. Aadhaar is one of such services attached to Post Office recently. Arasaradi HPO has its full
fledged Aadhaar centre at first floor where new enrolments are made free of cost for public. Here
corrections and bio-metric updations are also carried out at nominal charges fixed by the
Government. Post Office is still service oriented and hence its scope of services can never be
limited or restricted. New services are added on to its portfolio from time to time as per the
requirement of its customers. Hence passing through ages, India Post survives as the huge
Government Department with largest network and strongest workforce of about 6 lakh employees. I
feel that it is my pride and prestigious opportunity to Intern at such a great organisation which is A
Unique experience during the course of my studies in MBA. I strongly hope that this will also be
immensely useful to build my career in any Organisation in future.

OBJECTIVES OF SIP IN POST OFFICE

Primary Objective

 To have the 360 degree view about the functions of post office.
 Complete learning about organisational setup, scope, jurisdiction, vision & mission and day
to day functioning and administration of head post office.
 Learning the work nature of each and every section of HPO .
 Learning the attitude and mindset of customers as well as staff members.
 The intern objective is want to learn from an organisation whose daily transaction or closely
related to my curriculum so as to gain that is knowledge about what I learnt in classes.

Secondary Objective
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  Internship for skin to observe how comments are passed from top to bottom level and got
how they are executed the hurdles and challenges faced at different levels in execution of
order is issued by higher ups.
 Emanations of internal problems and solutions. The judicial review of present work style and
constructive suggestion for improvement psychological problem emanating from staff side
and how they are redressed why the head of the office and supervisors

REVIEW OF LITERATURE OF POST OFFICE

Suma Mathew (2015) include in her study the role of postal administration in providing the
excellence services and enjoying the trust and loyalty in customers by diversifying themselves
through innovative products and services and the changing role of post offices by entering into new
areas such as telephony and financial services. India Post is the largest and most credible outreach
infrastructure in the country. Several innovative products are implemented for letters and delivery
of parcels. It’s a critically window for the rural people to avail sophisticated products and
affordable financial products. Its core competencies are its credibility, brand strength and outreach
to millions of people.

G.Thangapandi (2013) according to the study, post offices provides numerous services to the
economy. The objective is to assess the opinion of the customers towards postal services and how
frequently they use the services and to offer suggestions for improvement in them. The focus is on
demographic profile of the customer namely literacy, occupation, location where there is a
significant change in their relationship. Whereas no significant change has been observed in
relation to demographic profile such as age, gender and income of the respondent.

Rajeshwari and K.J.sunmista (2011) states in their paper the comparisons of the customers
perceptions of service quality of Post Office in virudhunagar district and Madurai district.
SERVPERF dimensions are used to measure the service quality of Post Office. Customers have a
positive attitude more than the negative attitude towards services of Post Office. The respondents
are satisfied with their services and schemes.

SCOPE OF THE STUDY

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 A study about a small unit of the biggest organisation in the world engaged in multi furious
services and business transaction restricted to small geographical area. The intern found the Head
Post office as an ideal place for practical within the scope and meaning of the summer internship
program

CHAPTER II

 HISTORY AND GROWTH OF POSTAL NETWORK IN INDIA

 PRODUCTS / SERVICES OF THE POST OFFICE
1. Mail Operations
2. Parcel products
3. Business Products
4. E Products and Services
5. Postal Life Insurance
KEY EXECUTIVES OF THE ORGANOGRAM
GOVERNMENT REGULATIONS

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 HISTORY AND GROWTH OF POSTAL NETWORK IN INDIA

India possesses the largest network of Postal Offices. Post Offices have traditionally acted as vital
channel for small household savings. The postal services are under the department of posts, which is
a part of Ministry of Communication and Information Technology of the Government of India. The
Post Office provides postal and non-postal services.

For more than 150 years post office has been the backbone of our country. Over the time the role
of post office has grown to provide the best investment avenue options to the investors with a very
nominal amount on opening account. It plays a significant role in developing economy. Financial
inclusion has been the key element of developing society and socio-economic development. The role
of post office is very important in developing the economy by providing various services to all the
sections of the society. The services offered by Indian Post are as per the requirement of the
customers. It serves to both rural as well as urban clientele. The financial services offered by post
offices includes saving schemes, postal life insurance, rural postal life insurance. The post office
small savings schemes provides a secure, risk free, attractive, investment option for small investment
and offers the saving products across 155000 post offices. POSB are the oldest savings bank in India
and the largest in banking system. The post office is universally recognised as facilitator of
communication. The postal runs through all odds but discharge and perform all their duties. It is
pioneer in retail services and provides a diverse range of services through wide networks.

Department Of Post in engaged in 3 activities

 Retailing postal products and services.

 Transmission of Postal articles.
 Delivery of Postal articles.
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Customers are the king of the market. Customers’ perceptions, attitudes and preferences differ in
terms of investment avenue options. Customer’s satisfaction is one of the most important issues
concerning any business and service organisation in this competitive world. They are trying harder
and harder to satisfy the customers by serving them best. Customer satisfaction is important because
it provide marketers and business owners with a metric that they can use to manage and improves
their business. It is a perception of the degree to which customers requirement have been fulfilled.
Customers’ satisfaction measurement may be considered as the most reliable feedback, considering
that it provides in an effective, direct, meaningful and objective way the clients preferences and
expectation. In this way customer satisfaction is a baseline standard of performance and possible
standard of excellence for any business organisations.

Today the focus is on modernisation and innovation of services of post. E-post and value added
services like speed post and business post etc. It also in engaged in providing E- governance to
customers. It deals in providing various postal services, non-postal services and financial services
like E-post, E-billing, media post, mutual funds, insurance products western money transfer etc. It
plays a divergent role in socio, economic development of the country. It is no1 in philatelic stamps
all over the world. At present the changing and a transformation role of Department of Post is been
undertaken. Network of post office is very strong as it spread all over India, It is cost effective and
Reliability, safety and security is key element of their services this Strength of Postal services makes
it a vital in serving millions of people.

Vision
India Post's products and services will be the customer's first choice.

Mission

● To sustain its position as the largest postal network in the world touching the lives of every
citizen in the country.

● To provide mail parcel, money transfer, banking, insurance and retail services with speed
and reliability.

● To provide services to the customers on value-for-money basis.

● To ensure that the employees are proud to be its main strength and serve its customers with
a human touch.

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 ● To continue to deliver social security services and to enable last mile connectivity as a
Government of India platform.

Core Values

We will maintain our iconic status as a unique and trusted national institution by:

● Always providing the human touch in all our interactions with society

● Being responsive and reliable

● Demonstrating the highest order of integrity, honesty, transparency and professionalism

● Discharging our responsibilities towards the society in an environment of deep trust, mutual
respect and a culture of service before self

Strategic Goals

● Achieve the long-term goal of financial self-sufficiency by generating surpluses from

services (existing & new) outside our universal service obligation

● Develop, implement and operate a system of standards with accountability for performance

● Develop a scalable and flexible technology infrastructure to support our operations

● Be the preferred, trusted and reliable service partner for all customers

● Ensure that India Post acquires all required people capabilities to deliver its chosen services
portfolio

● Be the interface between citizens and the government.

PRODUCTS / SERVICES OF THE POST OFFICE

1. MAIL OPERATION :

a) SPEEDPOST :

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 Speed Post service was started in August 1986 for providing time-bound and express delivery
of letters and parcels weighing up to 35 kg between specified stations in India. Subsequently, the service
was extended to the entire country including branch post offices functioning in the rural areas.
Speed Post is the flagship product of the Department of Posts and the market leader in the domestic
express industry. Delivery norms of Speed Post are fixed considering the fastest available transport mode
between the booking points and delivery destinations

Transmission and delivery of Speed Post articles can be tracked online by using 13 digits
Speed Post article number on India Post website (www.indiapost.gov.in). In addition, Speed
Post article can also be tracked through an Android based mobile app ‘Post Info’.

Salient Features of Speed Post :

• Speed Post articles can be insured for up to `1 lakh

• Round the clock Speed Post booking facility is available in selected Offices in major cities.

• Credit facility under Book Now Pay Later (BNPL) scheme

• Free pick-up facility for bulk customers

• Volume based discount facility

• Additional discount on advance payment

• National Account Facility for centralized billing for bulk customers

• Cash on Delivery facility

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b) REAL TIME DELIVERY UPDATION :

In order to meet the demands of customers to update the delivery status of postal articles on a
real-time basis, the Department of Posts has undertaken delivery of Speed Post, Registered
Letters/Parcels, Money Order and Cash on Delivery (COD) parcels through a mobile based delivery
application known as the Postman Mobile Application (PMA), which has been designed and developed
in-house by the Centre for Excellence in Postal Technology (CEPT), Mysuru. More than 50,000
mobile phones have been supplied to the postmen in the urban areas and more than 1 Lakh in the
rural areas for real time delivery updation.

Introduction of PMA has replaced the off-line mode of updating the delivery status of accountable
postal articles/parcels. The PMA captures real-time delivery information with latitude and longitude of
the delivery locations. PMA has helped the Department in providing improved visibility of the
delivery status of the articles to the customers. PMA has been downloaded in more than 1.5 lakh
mobile phones supplied to Postmen/Gramin Dak Sewaks (GDS) delivery staff across the country
covering the urban as well as rural areas. Use of PMA to deliver accountable mail is improving
month after month registering a quantum jump from 4.33 lakh articles/parcels in May, 2019 to
2.30 crores in December, 2020. Special features are built into PMA by making available various
types of MIS reports for the business requirements of bulk customers by logging on to the web tool
(http://apps.indiapost.gov.in/pmamis/). The initiative has been widely appreciated by the
customers as it brings more visibility in the delivery process by capturing the date, time and location of
the articles.

c) ELECTRONIC CLEARANCE OF LETTER BOXES :

In order to have a digital foot print of the clearance of street letter boxes, the Department of Posts
has implemented electronic clearance of letter boxes through in-house developed “Nanyatha”
software. e-Clearance of letter boxes has brought about greater visibility in the clearance of letter
boxes.

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 Electronics Clearance of Letter boxes

“Nanyatha” also enables the member of public to know the status of clearance of letter box of a
particular area by logging on to the web tool (http://appost.in/nanyatha/).Ason25th December, 2020,
e-Clearance of Letter Boxes has been implemented in 3,726 cities/towns across the country
covering 37,158 letter boxes in the country.

d) AUTOMATED MAIL PROCESSING :

In order to expedite processing of mail, the Department of Posts has established Automated
Mail Processing Centres (AMPCs) in Delhi and Kolkata. These centres are equipped with a Letter
Sorting Machine (LSM) and a Mixed Mail Sorter (MMS) each with a sorting capacity of 35,000
and 18,000 items per hour respectively. Enhanced sorting capacity and mechanized processing facility
have expedited sorting and enabled faster delivery of mail in these cities and other destinations.

e) DELIVERY OF AADHAAR LETTERS :

Three new products of the Unique Identification Authority of India (UIDAI) i.e. ‘Order Aadhaar
Reprint Letters’ (OARL), ‘Address Validation Letters’ (AVL) and Order Aadhaar Cards (PVC
Aadhaar) are being delivered to the recipients by the Department of Posts through Speed Post across

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 the country.

Since December, 2018, a total of 2.34 crore articles of OARL, AVL and PVC Aadhaar have been
delivered to the addressees across the country.

f) INTRODUCTING BARCODED LABELS FOR TRACKING OF

UNREGISTERED MAIL :

In order to put in place a mechanism to track the transmission of unregistered mail, which
hitherto was handled manually, the Department of Posts has introduced barcoded bag labels for
unregistered bags and its scanning, so as to improve the quality of service for unregistered mail.

The initiative has made the tracking of unregistered mail possible, thereby resulting in improved
processing and delivery of unregistered mail. Around 7 Lakh unregistered mail bags are being tracked
per month.

g) ONLINE WORKING OF RAILWAY MAIL SERVICES (RMS) OFFICES

Core System Integration (CSI) solutions which provide for online functioning, has been

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 implemented in all the Railway Mail Service (RMS) offices of the Department. Implementation of the
CSI solutions has enabled real time exchange of data generated in RMS offices linked with the central
server, thereby expediting the entire chain of mail transmission and processing. The initiative has led
to improved delivery of postal articles to the customers. 235 Speed Post processing hubs, 319

Computerized Registration Centres (CRCs), 320 Unregistered Mail offices, 227 Business
Processing Centres (BPCs), 33 Book Now Pay Later (BNPL) Centres and 242 Transit Mail Offices
(TMOs) are performing operations online in the CSI solutions.

Mail Motor Service (MMS) came into existence in the year 1944 in order to meet the
requirement of the department for conveyance of intra-city mails. Over the years, MMS has
become the life line of the postal and mail operations. The functions of the MMS include
conveyance of mail bags between post offices, mail processing offices, transit mail offices, railway
stations, airports, sea ports, conveyance of cash to post offices and pickup and delivery of Speed
Post / bulk mail. In addition to above, MMS schedules are operated for logistic posts services in
several cities in the country.

MMS is responsible for operation and maintenance of 1469 mail motor vehicles, out of
which 224 vehicles are CNG propelled environment friendly mail vans. There are 103 MMS units
throughout the country to operate the fleet of motor vehicles, out of which 17 MMS units are
having full-fledged workshops for repair and maintenance of vehicles. The department has
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undertaken to provide GPS tracking system in all MMS vehicles. 990 vehicles are provided with GPS

as on 31st December, 2020 to track the movement of vehicles. Every year around 100 old vehicles are
replaced by new vehicles to keep the MMS fleet in good working condition.

Consequent upon the suspension of train & flight services across the country from 25th March,
2020 due to COVID-19 pandemic, the entire mail transmission network of the Department of Posts
was severely impacted. During the period of lockdown, the Mail Motor Service played a stellar role in
ensuring regular movement of essential goods i.e. medicines, medical equipment, ventilators, COVID
testing kits, etc. and other postal articles booked/posted by the general public, hospital and various
public and private sector laboratories. MMS drivers and other support staff had sincerely discharged
their duties as the front line COVID warriors during the lockdown period.

1. PARCEL PRODUCTS
A. Growth of e-commerce has created enormous opportunities for the Department in the Courier,
Express and Parcel (CEP) sector in the form of order fulfillment services. The e-commerce
driven transportation and delivery of parcels and packets with online payment or Cash on
Delivery (COD) along with a number of value-added services have emerged as a new growth
engine for CEP market all over the world including India.

B. Against this backdrop, the Department of Posts has established a dedicated ‘Parcel Directorate’ in
the year 2018, as a business unit with focus on Parcels especially from e-commerce generated
business. The Parcel Directorate has been tasked to carry out the following:

• To deliver benefits of e-Commerce across the country especially in rural India by providing
physical connectivity up to the last mile;

• To increase parcel handling capacity from existing nearly 2 lakh items per day to 8 lakh
itemsper day by 2024 and to capture greater share of the CEP market.

• To develop a dedicated network of Road Transport routes to ensure timely and secure
transmission of parcels.

C. Since its inception in 2018, the Parcel Directorate has taken a number of steps to address
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 the needs specific to India Post’s parcel operations and thereby bringing reliability and
improvement in the quality of service. The initiatives include creation of dedicated Parcel
Network, upgradation of Parcel Hubs (PH), setting up of Nodal Delivery Centres (NDC) for
mechanized delivery of parcels, thereby ensuring secured transmission and expedited
delivery of parcels in every part of the country.

D) MAJOR INITIATIVES OF THE PARCEL DIRECTOR AT DOING THE LAST ONE

YEAR :

a) A redesigned network consisting of 190 Parcel Hubs, including 57 Level 1 (L1) and 133 Level 2
(L2) hubs for handling of parcels have been operationalized. Integrated parcels processing centres
have been operationalized in 12 cities i.e. Delhi, Mumbai, Bhubaneswar, Vijayawada, Jaipur,
Ahmedabad, Kolkata, Lucknow, Ludhiana, Coimbatore, Guwahati and Hyderabad.

b) To ensure standardization in operations, layouts of the hubs using standard equipment have been
standardized for 188 hubs so far. Geographical distribution of these parcel hubs in Tier-I, Tier-II &
Tier-III cities/towns

c) semi automated sorting systems with conveyer belts and dynamic weighment system have been
made functional at eight locations. Department aims to set up 22 semi automated parcel processing
systems by 2024. These semi- automated centres will be specially designed to handle high volumes of e-
commerce parcels with processing capacity of 2500 parcels per hour.

d) Nodal Delivery Centres

192 locations in 140 cities have been identified for setting up of Nodal Delivery Centres (NDCs)
through mechanized delivery of parcels.

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 Mechanized delivery of Small Parcels using Mechanized delivery of Large Parcel
using
2-Wheeler 4-Wheeler

NDCs will strengthen the delivery network for parcels in tier II & tier III cities by mechanizing the
door delivery of Parcels through the use of two wheelers and four wheelers. Out of the proposed 192
NDCs, 48 NDCs are proposed in Tier-I cities, 80 in Tier-II and 64 Tier-III cities. 130 Nodal
Delivery centres have been set up as on 31st December, 2020.

e) INDIA POST ROAD TRANSPORT NETWORK :

The Road Transport Network (RTN) project has been envisaged to achieve the following broad
objectives:

• Safe and secure system for transportation of parcels

• Reliable road transport network mechanism for transportation of parcels on inter-city routes.
• Robust, secure and fast line haul system for shipments of e-commerce parcels

With the suspension of rail and air service during the lockdown period due to COVID-19
pandemic, mail and parcel transmission was disrupted for some time. To meet the urgent
nationwide requirement at this critical juncture, a dedicated nationwide Road Transport Network
(RTN) for shipment of essential items especially ventilators, medicines, COVID testing Kits etc. was
planned and operationalized by the Department out of its existing fleet of vehicles and supplemented by

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outsourced vehicles. 56 national routes connecting 75 important cities were operationalized from

24th April, 2020. Around 3700 tonnes of essential items in 7.5 lakh bags were transported during the

lockdown period (24th April, 2020 - 31st May,2020) through this network.
The implementation of All India Road Transport Network is an important addition to the existing
multimodal supply chain system in the country, to be leveraged by both the public and private
sectors. The Department has planned to implement a larger Road Transport network which will
connect 400 cities across India. This dedicated (RTN) for shipment of essential items especially
ventilators, medicines, COVID testing Kits etc. was planned and operationalized by the Department
out of its existing fleet of vehicles and supplemented by outsourced vehicles. 56 national routes

connecting 75 important cities were operationalized from 24th April, 2020. Around 3700

tonnes of essential items in 7.5 lakh bags were transported during the lockdown period (24th April,

2020 - 31st May,2020) through this network.

The implementation of All India Road Transport Network is an important addition to the existing
multimodal supply chain system in the country, to be leveraged by both the public and private
sectors. The Department has planned to implement a larger Road Transport network which will
connect 400 cities across India.

f) TECHNOLOGY AND OTHER ISSUES :

• Technology is the backbone of parcel and e-commerce delivery business. Necessary changes in
technology systems are being undertaken with the assistance of technology centre of the
department to meet customised requirements of the customer.
• Well trained workforce is the key to efficient processing and customer satisfaction. Seven
Training Workshops for officers & staff were held across the country on Parcel Network
Optimization Project (PNOP) processes and workflow in 2019- 20.
• Online web dashboard has been developed for central monitoring of implementation of Parcel
Network Optimization Project in all the Circles.

2. BUSINESS PRODUCTS :

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 A. BUSINESS POST :

For Government Departments/PSUs/ Corporate houses, having large volume of mail, the
Department of Posts has introduced “Business Post” service in the year 1996 to offer a comprehensive
mailing solution. Under the “Business Post”, Department undertakes all pre-mailing activities
i.e. folding, insertion, franking, addressing and pasting etc. Large organizations with heavy mail
dispatches, were finding it difficult to carry out these pre- mailing activities. Business Post provides
them a total mailing solution.

Business Post services are available at Business Post Centres in the selected Post Offices across the
country. Business Post is not a service by itself; it is a value addition to other services like Speed Post,
Registered Post and Unregistered mail.

B. DIRECT POST :

With increasing commercial activity in India, the need for direct advertising of products and
services by the Business organization is growing. Direct Mail can be defined as printed matters usually
carrying a sales message or announcements designed to elicit a response from a carefully selected
consumer group or market segment. It is one of the most effective mediums for advertising for both
upcoming and established business houses. It can also be used for dissemination of socially relevant
messages in far flung areas of the country. Direct mail can be both addressed as well as un-
addressed. Direct Mail service offered by India Posts comprises of un-addressed postal articles like
letters, cards, brochures, questionnaires, pamphlets, samples and promotional items like CDs etc.,
coupons, posters, mailers or any other form of printed communication that is not prohibited under
any law.

C. MEDIA POST

India Post offers a unique media concept to help the corporate and government organizations
reach potential customers through “Media Post”. No other medium can match the sheer expanse of
India Post in terms of volume and reach. Media Post offers a range of advertising mediums such as
postal stationery, display of posters in postal premises etc.

A few field offices of the Department of Posts, on behalf of the Department of Health and
Family Welfare undertook to advertise COVID-19 and TB awareness messages through printing on
Meghdoot Post cards, Post Office Saving Bank Passbooks, LED TV display, banners on mail vans
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and hoardings in the postal premises.

Department of Posts on behalf of Department of Consumer Affairs, Ministry of Consumer

Affairs, Food and Public Distribution undertook Consumer Awareness Campaign through 15000
post offices in the country including those in the SC/ST dominated districts and NER.

D. RETAIL POST
Post Offices are also being developed as one stop shop to provide a range of utility services to the
customers in the vicinity of their localities. India Post is leveraging the vast network of Post Offices
across the country by providing services under “Retail Post” which include collection of electricity
bills, telephone bills, taxes and fees.

As a part of Government of India initiative the department of Posts provides the facility of sale of
“Sovereign Gold Bond” under which applications are accepted through all Head Post Offices of the
Department as and when tranches are opened by the RBI.

E. GANGAJAL

Since July 2016 the Department has put in place arrangements for supply and distribution of
‘Gangajal’ sourced from Rishikesh and Gangotri, in 200ml and 500ml size bottles through post offices
across the country. The objective of this project is to make “Gangajal” available to the common man
at the nearest post office and even at the door step of customers. Since 01.01.2019 Gangajal is

sourced only from Gangotri in bottles of 250ml through Post Offices.

Initially distribution of “Gangajal” bottles started through Head Post Offices and GPOs. Now

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the sale is done through 4116 post offices across the country and also available on online portals i.e
“ePostoffice.gov.in” and “ecom.indiapost.gov.in.”

3. E PRODUCTS AND SERVICES

A. E-POST

E-Post is an unregistered hybrid mail which provides electronic transmission of the messages which
may include text messages, scanned images, pictures etc. and their delivery in hard copies at the
destination through postman/ delivery staff. Presently, e-Post booking facility is available in more
than 13531 post offices and physical delivery through a network of more than 1.56 lakh Post Offices
across India. e-Post service is provided for both retail as well as corporate customers. e-Post is
mainly used by individual customers for sending limited number of e-Post messages. This service
can be availed by the customer by visiting e-Post enabled Post Offices or it can be sent from customer’s
own premises by registering himself as pre-paid user of e-Post retail. For availing the pre-paid facility,
the customer has to get him registered online by accessing to e-Post URL www.epost-
indiapost.gov.in. After completion of the registration process, a unique customer ID is generated.
The customer can activate/recharge his e-Post pre-paid account either by making online payment
through credit/debit card at the time of registration or by walking into any e-post enabled post
office and depositing the recharge amount against the unique customerID. ePost Corporate services
enables corporate customers including Government Departments, PSUs (Public Sector Units),
SMEs (Small and Medium Enterprises), Companies etc. to draft, design and sent the messages as per
their business requirements from their office premises by using internet. The message is electronically
transmitted as a soft copy and at the destination it is delivered to the addressee, in the form of hard
copy.

B. E PAYMENT

Based on the business requirements of collection of bills and other payments from customers
across the country, Post Office offers a simple, convenient and smart solution in the form of
ePayment for business and organizations to collect their bills or other payments through the Post
Office network. It is a many-to-one solution which allows collection of money (telephone bills,
electricity bills, examination fee, taxes, university fee, school fee etc.) on behalf of any organization.
The collection is consolidated electronically using web based software and payment is made
centrally through cheque from a specified Post Office of biller’s choice.

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C. ELECTRONIC MONEY ORDER

 In order to provide swift money transfer services to the people across the country, Electronic
Money Order (EMO) service was introduced by the Department of Post in 2008. At present,
the service is available through all departmental post offices across the country. The amount sent
through Electronic Money Order is paid at the door step of the payee.Tracking facility at
www.indiapost.gov.in is also available for the eMO customers.

 During the period of lockdown due to the Covid-19 pandemic, eMOs proved to be an effective
way of payment of various types of social security pensions and wages sponsored by the Central
Government and various State Governments.

D. JEEVAN PRAMAAN CENTRE :

• Jeevan Pramaan is a biometric enabled digital service for the pensioners for submitting their life
certificates digitally. The service has been introduced by the Department on the 30th of June,
2015. Life certificates earlier submitted manually by the pensioners, are now being submitted
digitally by using Aadhaar number. The Department has set up Jeevan Pramaan Centres in 806
Head Post Offices across the country to facilitate the pensioners to register for Digital Life
Certificate (DLC).T

• The Department has also started the facility of sending SMS to the registered mobile number
of pensioners post generation of Digital Life Certificate. The facility of submitting DLCs at the
doorstep of any pensioner has also been started by the Department at a nominal fee through
India Post Payments Bank. The pensioners can place a request on ‘Post Info App’ for availing
the facility of DLC generation at their doorstep.

• A total of 2,23,703 Digital Life Certificates (DLCs) have been registered from 1st October,
2020 till 31st December, 2020 in the Head Post Offices. Similarly 3,40,236 DLCs have been
registered at the door step of the pensioners through the IPPB.

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 4. POSTAL LIFE INSURANCE :

A. POSTAL LIFE INSURANCE :

Postal Life Insurance (PLI) was introduced on 1st February 1884 with the express approval of
the Secretary of State (for India) to Her Majesty, the Queen Empress of India. It was essentially a
scheme of State Insurance mooted by the then Director General of Post Offices, Mr. F.R. Hogg in
1881 as a welfare scheme for the benefit of Postal employees and later extended to the employees
of Telegraph department in 1888. In 1894, PLI extended insurance cover to female employees of P
& T Department at a time when no other insurance company covered female lives. It is the oldest
Life insurer in this country.
In the beginning, the upper limit of life insurance was only ₹ 4000/- which has now increased to ₹
50 lacs (Rupees Fifty Lacs) and it will be effective as and when notified through a Gazette
notification for all schemes combined - Endowment Assurance and Whole Life Assurance. Over the
years, PLI has grown substantially from a few hundred policies in 1884 to more than 46 Lacs
policies as on 31.03.2017. It now covers employees of Central and State Governments, Central and
State Public Sector Undertakings, Universities, Government aided Educational institutions,
Nationalized Banks, Local bodies, autonomous bodies, joint ventures having a minimum of 10%
Govt./PSU stake, credit cooperative societies etc. PLI also extends the facility of insurance to the
officers and staff of the Defence services and Paramilitary forces. Apart from single insurance
policies, Postal Life Insurance also manages a Group Insurance scheme for the Extra Departmental
Employees (Gramin Dak Sevaks) of the Department of Posts.
PLI is an exempted insurer under Section 118 (c) of the Insurance Act of 1938. It is also exempted
under Section 44 (d) of LIC Act, 1956.

FEATURES

PLI offers the following six types of policies:

1. Whole Life Assurance (Suraksha)

2. Endowment Assurance (Santosh)
3. Convertible Whole Life Assurance (Suvidha)
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 4. Anticipated Endowment Assurance (Sumangal)
5. Joint Life Assurance (Yugal Suraksha)
6. Children Policy(Bal Jeevan Bima)

PLI policies:

1.  Whole Life Assurance (Suraksha)

This is a scheme where the assured amount with accrued bonus is payable to the insured either on
attaining the age of 80 years, or to his/her legal representatives or assignees on death of the insured,
whichever occurs earlier, provided the policy is in force on the date of claim.
 Minimum & Maximum age at entry: 19-55 years
 Minimum Sum Assured ₹ 20,000; Maximum ₹ 50 lac
 Loan facility after 4 years
 Surrender after 3 years
 Not eligible for bonus if surrendered before 5 years
 Can be converted into Endowment Assurance Policy upto 59 years of age of the insurant
provided the date of conversion does not fall within one year of the date of cessation of
premium payment or date of maturity.
 Premium paying age can be opted for as 55,58 or 60 years
 Proportionate bonus on reduced sum assured is paid if policy is surrendered
 Last declared Bonus- ₹ 85/- per ₹ 1000 sum assured per year

2.  Endowment Assurance (Santosh)

Under this scheme the proponent is given an assurance to the extent of the sum assured and accrued
bonus till he/she attains the pre- determined age of maturity i.e 35,40,45,50,55,58 & 60 years of age.
 In case of death of insurant, assignee, nominee or legal heir is paid full amount of sum
assured with accrued bonus
 Minimum & maximum age at entry: 19-55 years
 Minimum sum assured ₹ 20,000; Maximum ₹ 50 lac
 Loan facility after 3 years
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  Surrender after 3 years
 Not eligible for bonus if surrendered before completion of 5 years
 Proportionate bonus on reduced sum assured is paid if policy is surrendered after 5 years
 Last declared Bonus – ₹ 58/- per ₹ 1000 sum assured per year

3.  Convertible Whole Life Assurance (Suvidha)

A Whole Life Assurance Policy with the added feature of an option to convert to Endowment
Assurance Policy at the end of five years of taking policy.
 Assurance to the extent of sum assured with accrued bonus till attainment of maturity age
 In case of death, assignee, nominee or legal heir paid full amount of sum assured with
accrued bonus
 Minimum age & Maximum age at entry: 19-50 years
 Can be converted into Endowment Assurance after 5 years not later than 6 years of taking
policy. If not converted, policy will be treated as Whole Life Assurance
 Minimum sum assured ₹ 20,000; Maximum ₹ 50 lac
 Loan facility after 4 years
 Surrender after 3 years
 Not eligible for bonus if surrendered before completion of 5 years
 Last declared Bonus- ₹ 85/- per ₹ 1000 per year (for WLA policy if not converted to
Endowment Assurance)
 On conversion, bonus of Endowment Assurance will be payable.

4.  Anticipated Endowment Assurance (Sumangal)

It is a Money Back Policy with maximum sum assured of ₹ 50 lacs, best suited to those who need
periodical returns. Survival benefits are paid to the insurant periodically. Such payments will not be
taken into consideration in the event of unexpected death of the insurant.  In such cases, full sum
assured with accrued bonus is payable to the assignee, nominee of legal heir.
 Policy term: 15 years and 20 years
 Minimum age 19 years; maximum age at entry 40 years for 20 years’ term policy & 45 years
for 15 years’ term policy

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  Survival benefits paid periodically as under: -
 15 years Policy- 20% each on completion of 6 years, 9 years & 12 years and 40% with
accrued bonus on maturity
 20 years Policy- 20% each on completion of 8 years, 12 years & 16 years and 40% with
accrued bonus on maturity
 Last declared bonus -₹ 53/- per ₹ 1000 sum assured per year

5.  Joint Life Assurance (Yugal Suraksha)

It is a Joint Life Endowment Assurance in which one of the spouses should be eligible for PLI
policies.
 Life cover to both spouses to the extent of sum assured with accrued bonus with a single
premium
 Minimum sum assured ₹ 20,000; Maximum ₹ 50 lac
 Minimum age & Maximum age at entry of spouses: 21-45 years
 Maximum Age of the elder policy holder should not be more than 45 years & the couple
should be between 21 years to 45 years
 Minimum term of policy 5 years and maximum 20 years
 Loan facility after 3 years
 Surrender after 3 years
 Not eligible for bonus if surrendered before completion of 5 years
 Proportionate bonus on reduced sum assured is paid if policy is surrendered
 Death benefits are paid to either of the survivors in the event of death of spouse or main
policy holder
 Last declared Bonus- ₹ 58/- per ₹ 1000 sum assured per year

6.  Children Policy (Bal Jeevan Bima)

The salient features of this scheme are as under:

 The scheme provides life insurance cover to children of policy holders.
 Maximum two children of policy holder (parent) are eligible
 Maximum sum assured ₹ 3 lac or equal to the sum assured of the parent, whichever is less

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  Policy holder (parent) should not be over 45 years of age.
 No premium to be paid on the Children Policy, on the death of policy holder (parent).  Full
sum assured and bonus accrued shall be paid on completion of term
 Policy holder (parent) shall be responsible for payment of Children policy
 No loan admissible
 Has facility for making it paid up, provided premiums are paid continuously for 5 years
 Surrender facility is not available
 No medical examination of child necessary. However, child should be healthy and risk shall
start from day of acceptance of proposal
 Attract the rate of bonus applicable for Endowment policy (Santosh) i.e. last bonus rate is ₹
58/- per ₹ 1000 sum assured per year.

RURAL POSTAL LIFE INSURANCE

Rural Postal Life Insurance (RPLI) was introduced in 1995 to extend insurance cover to the
people living in rural areas.

RPLI offers following 6 types of policies:

  Whole Life Assurance (Gram Suraksha)

  Convertible Whole Life Assurance (Gram Suvidha)

 Endowment Assurance (Gram Santosh)

 10 Years Rural PLI (Gram Priya)

 Anticipated Endowment Assurance (Gram Sumangal)

 Children Policy (Bal Jeevan Bima)

FEATURES

i) Whole Life Assurance (Gram Suraksha)

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 A Whole Life Assurance Policy with the added feature of an option to convert to Endowment
Assurance Policy at the end of five years of taking policy.

o Minimum & Maximum age at entry: 19-55 years

o Minimum Sum Assured ₹ 10,000; Maximum ₹ 10 lac

o Loan facility after 4 years

o Surrender after 3 years

o Not eligible for bonus if surrendered before 5 years

o Can be converted into Endowment Assurance Policy upto 59 years of age of the
insurant provided the date of conversion does not fall within one year of the date of
cessation of premium payment or date of maturity.

o Premium paying age can be opted for as 55,58 or 60 years

o Proportionate bonus on reduced sum assured is paid if policy is surrendered

o Last declared Bonus- ₹ 60/- per ₹ 1000 sum assured per year

ii) Convertible Whole Life Assurance (Gram Suvidha)

A Whole Life Assurance Policy with the added feature of an option to convert to Endowment
Assurance Policy at the end of five years of taking policy.

o Assurance to the extent of sum assured with accrued bonus till attainment of maturity
age

o In case of death, assignee, nominee or legal heir paid full amount of sum assured with
accrued bonus

o Minimum age & Maximum age at entry: 19-50 years

o Can be converted into Endowment Assurance after 5 years not later than 6 years of
taking policy. If not converted, policy will be treated as Whole Life Assurance

o Minimum sum assured ₹ 10,000; Maximum ₹ 10 lac

o Loan facility after 4 years

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 o Surrender after 3 years

o Not eligible for bonus if surrendered before completion of 5 years

o Last declared Bonus- ₹ 60/- per ₹ 1000 per year (for WLA policy if not converted to
Endowment Assurance)

o On conversion, bonus of Endowment Assurance will be payable.

iii) Endowment Assurance (Gram Santosh)

Under this scheme the proponent is given an assurance to the extent of the sum assured and
accrued bonus till he/she attains the pre- determined age of maturity i.e 35,40,45,50,55,58 & 60
years of age.

o In case of death of insurant, assignee, nominee or legal heir is paid full amount of sum
assured with accrued bonus

o Minimum & maximum age at entry: 19-55 years

o Minimum sum assured ₹ 10,000; Maximum ₹ 10 lac

o Loan facility after 3 years

o Surrender after 3 years

o Not eligible for bonus if surrendered before completion of 5 years

o Proportionate bonus on reduced sum assured is paid if policy is surrendered after 5

years

o Last declared Bonus- ₹ 48/- per ₹ 1000 sum assured per year

iv) Anticipated Endowment Assurance (Gram Sumangal)

It is a Money Back Policy with maximum sum assured of ₹ 50 lacs, best suited to those who need
periodical returns. Survival benefits are paid to the insurant periodically. Such payments will not be

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taken into consideration in the event of unexpected death of the insurant. In such cases, full sum
assured with accrued bonus is payable to the assignee, nominee of legal heir.

o Policy term: 15 years and 20 years

o Minimum age 19 years; maximum age at entry 40 years for 20 years’ term policy & 45
years for 15 years’ term policy

o Survival benefits paid periodically as under: -

o 15 years Policy- 20% each on completion of 6 years, 9 years & 12 years and 40% with
accrued bonus on maturity

o 20 years Policy- 20% each on completion of 8 years, 12 years & 16 years and 40% with
accrued bonus on maturity

o Last declared Bonus- ₹ 45/- per ₹ 1000 sum assured per year

v) 10 years RPLI (Gram Priya)

It is a short term money back scheme for Rural populace only

o Insurant is given life cover to the extent of Sum Assured for 10 years.

o Survival benefits are paid after 4 years- 20% after 7 years- 20%, and after 10 years –
60% with accrued bonus

o Minimum & maximum age at entry 20 – 45 years

o Minimum sum assured ₹ 10,000, maximum 10 lacs

o No interest is charged upto one year as arrears of premia in case of natural calamities
like flood, drought, earthquake, cyclone etc.

o Last declared Bonus- ₹ 45/- per ₹ 1000 sum assured per year

vi) Children Policy (Bal Jiwan Bima)

The salient features of this scheme are as under:.

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 o The scheme provides life insurance cover to children of policy holders

o Maximum two children of policy holder (parent) are eligible

o Children between 5- 20 years of age are eligible

o Maximum sum assured ₹ 1 lac or equal to the sum assured of the parent, whichever is
less

o Policy holder (parent) should not be over 45 years of age.

o No premium to be paid on the Children Policy, on the death of policy holder (parent). 
Full sum assured and bonus accrued shall be paid on completion of term

o Policy holder (parent) shall be responsible for payment of Children policy No loan
admissible

o Has facility for making it paid up, provided premiums are paid continuously for 5 years

o Surrender facility is not available

o No medical examination of child necessary. However, child should be healthy and risk
shall start from day of acceptance of proposal

o Attract the rate of bonus applicable for Endowment policy (Santosh) i.e. last bonus rate
is ₹ 48/- per ₹ 1000 sum assured per year.

MAXIMUM LIMIT OF INSURANCE (SUM ASSURED) OF PLI/RPLI

Minimum and Maximum limit of insurance (sum assured) of

PLI is `20 thousand & `50 lakh and of RPLI is `10 thousand and
`10 lakh respectively.

PLI/RPLI premium can be paid online at the customer portal https://pli.indiapost.gov.in,

through debit/credit card, net banking, BHIM/ UPI, wallet and Rupay card. Customer Portal offers a
convenient any-time and any-where premium payment option to the policy holders and allows
policy holders to view the status of their policies on a real time basis.

For grievance redressal and servicing of policies, a call centre has been established, wherein
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 information about status of PLI/RPLI policies, lodging of complaint, status of complaint,
submission of servicing requests like updation of mobile number/email ID and agent details can be
obtained by the PLI and RPLI policy holders.

To streamline the process of claim settlement, a new Standard Operating Procedure (SOPs) has
been issued in respect of maturity, survival, loan and death claim cases. The approver limits for
acceptance of new proposals and settlement of claims have been revised. A new provision for
preferring an appeal by a claimant against rejection of death claim cases has been introduced. These
citizen-centric initiatives will help in prompt redressal of policy holder grievances.

Considering the difficulties faced by the PLI and RPLI Policyholders, during the lockdown
period due to COVID-19 pandemic, premium payment period for the month of March to
May’2020 was extended for a period of three months without charging any default fee.

5. INTERNATIONAL MAIL SERVICE (EMS):

A. International Express Mail Service (EMS): It is the premium service among the international
offerings of the Department of Posts. Currently the service is available for 106 countries. It provides
end-to-end tracking to customers.

B. International Tracked Packet Service: The service has been specially designed to cater to cross
border e-commerce transactions. Individuals can also use this service. It is the most economical
service up to 2 kg of weight limit with tracking of shipments to the countries of Asia Pacific region.
Currently this service is available for 15 countries in the Asia Pacific.

C. Letter: “Letter Post” (also referred to as “correspondence”) applies to the following classes
of international postal articles: ‘Letters, Post Cards, Printed Papers (including Books and Registered
News Papers), Small Packets and Literature for the Blind’.

D. Aerogramme: Aerogramme is a category intended for transmission to different countries

exclusively by air.

E. Bulk Bag System: The system of ‘Bulk Bag’ is available for dispatch/receipt of special bags of
printed papers to/from addressees/senders in foreign countries.

F. Small Packets: Small packets service enables transmission of small quantities of goods through
letter post. Gifts, items of saleable value and samples of merchandise can be transmitted by small
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 packets service. However, small packets should not bear any inscriptions or contain documents in the
nature of current and personal correspondence or any document exchanged between persons other
than the sender and the addressee.

G. Printed Papers: International “Printed Paper” Service corresponds to the “Book Packet”
Service in the inland post, with some variations in the conditions. However, instead of the four
categories as in the inland post, there are only two categories of printed papers in the foreign
post, viz., ordinary printed papers and registered newspapers. Items not admitted in inland post
as book packets are also not admitted as printed papers relating to foreign post.

H. Postcards: Postcards can be transmitted both by air or by surface.

I. Literature for the Blind: Literature for the blind (“Blind Literature” or “Cecogrammes”) are
those which contain papers of any kind (including letters), periodicals, books, and plates impressed in
“Braille” or any other special type for the use of the blind. Sound records as literature for the blind are
admitted only if these are sent by or addressed to an officially recognized institute for the blind.

J. International Air Parcels: International Air Parcel Service is available both for corporate and retail
customers to provide economical and faster merchandise services. International Air Parcel can be
booked in all Departmental Post Offices across the country. India Post provides online Track &
Trace facility for Air Parcel service

6. PHILATELY

A) Philately is the hobby of collecting stamps as well as the study of postal history and other
philatelic items. It is a mode of commemorating, celebrating and promoting national, international
heritage, culture, events and personalities. Postage Stamps are truly called pictorial ambassadors and a
statement of the sovereignty of a nation.

B) After Independence, the medium of postage stamps was used to highlight the country’s socio-
economic development and achievements in science and technology. Subsequently, the country’s rich
cultural and natural heritage came to be showcased and many beautiful set of stamps have been issued
on art, architecture, crafts, maritime heritage, science, technology, defence, cinema etc. Great leaders
of national and international standing have been honoured with commemorative stamps. Personalities
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of repute in the field of painting, literature, science, music, social upliftment etc. have also been
portrayed on commemorative postage stamps.

C) In keeping with their dual character as ‘Tokens of pre-payment of Postage’ and as ‘Cultural
Ambassadors’, postage stamps can be categorized as Definitive and Commemorative. Definitive postage
stamps are printed in large quantities and re-issued from time to time to be used for pre-payment of
postage on mail articles. Commemorative postage stamps on the other hand are theme based and
printed in limited quantity and not reissued.

D) Philatelic activities in the Department include:

• Designing, distribution and sale of commemorative postage stamps through philatelic bureaux
and counters, e-post office, etc.

• Designing & distribution of definitive postage stamps and items of postal stationery like
Envelope, Inland Letter Card, Postcard, Aerogramme, Registered Cover, etc.

• Promotion of Philately and conduct of Philatelic Exhibitions.

• National Philatelic Museum, Dak Bhawan, New Delhi

E) THE PHILATELIC ADVISORY COMMITTEE (PAC)

The Philatelic Advisory Committee (PAC) advises the Department of Posts on the annual
programme for issue of commemorative stamps. The PAC is chaired by Minister for
Communications and co-chaired by Minister of State for Communications and comprises of one
Member of Parliament from Lok Sabha, one Member of Parliament from Rajya Sabha and an
eminent philatelist. It is an important forum for citizen-government interface where persons of
eminence in various fields contribute to the process of identifying and highlighting issues or events,
institutions, personalities and themes on which commemorative postage stamps can be issued.

F)RELEASE OF STAMPS

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 A total of 36 stamps in 9 issues were released during the period from 1st April, 2020 to 31st
December, 2020, commemorating various personalities, events/occasions. Some of the significant
commemorations were – Musical Instruments of Wandering Minstrels, Terracotta Temples of India,
UNESCO World Heritage Sites in India -III Cultural Sites, 150th birth anniversary of Mahatma
Gandhi, 75 Years of the United Nations, I. K. Gujral, Sheikh Mujibur Rahman, etc.

G) DEEN DAYAL SPARSH YOJANA

A philately scholarship scheme called Deen Dayal SPARSH (Scholarship for Promotion of
Aptitude & Research in Stamps as a Hobby) Yojana was introduced in 2017-18 to promote Philately
among children at a young age in a sustainable manner that can reinforce and supplement the
academic curriculum in addition to providing a hobby that can help them relax and de-stress. The
scholarship was awarded to 898 candidates in 2020. The Deen Dayal SPARSH Yojana for the year
2020-21 could not be conducted due to COVID -19 pandemic situation.

H) STATE LEVEL PHILATELIC EXHIBITIONS :

Philatelic Exhibitions bring together stamp collectors and provide them a platform to showcase
their collections. These exhibitions provide a opportunity to the philatelic community for
meaningful exchange of ideas and act as a catalyst to introduce the youth into the exciting world of
philately. Department organizes philatelic exhibitions at different levels from time to time. This
year “Virtual” State (Zonal) Level Philaltelic Exhibition, HIMPEX-2020 was organized by Himachal
Pradesh Circle from 02nd to 07th November, 2020.

I) MY STAMP

My Stamps are personalized/customized sheets of Postage Stamps issued by the department.

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Customization is achieved by printing a thumb nail photograph/image of the customer and logos of
institutions, or images of artwork, heritage buildings, famous tourist places, historical cities, wildlife,
other animals and birds etc., alongside the selected Postage Stamp.

KEY EXECUTIVES OF THE ORGANOGRAM

Shri Alok Sharma Director General (Posts)

COMPETITION LANDSCAPE

In post office, there is many services like couriers, Postal Life Insurance, Banking etc.,
In couriers, DHL courier, Blue Dart, Professional courier, ST couriers, French Express and many
Local service are competitors of Postal department. But Speed post is better than all because other
courier services are costlier than the speed post. They are unable to reach city out cuts and rural area
where as post office can cover each and every village of India through its vast network and staff
strength. Postal services are subject to complex procedure and must flexibility through they
are costlier

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 GOVERNMENT REGULATIONS

CHAPTER – 3

 FUNCTIONAL LEARNINGS / OBSERVATIONS

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 1. BANKING

India Post serves more than 50 crore Post Office Savings Bank (POSB) customers through 1.56
lakh post offices across the country. It has an outstanding balance of Rs 10.81 crore under POSB
schemes. The Post Office Core Banking Solution (CBS) system is the largest in the world with
23,483 post offices already on this network. India Post serves more than 50 crore Post Office
Savings Bank (POSB) customers through 1.56 lakh post offices across the country. It has an
outstanding balance of Rs 10.81 crore under POSB schemes. All POSB accounts can be linked to
the India Post Payments Bank (IPPB) accounts and can be operated through mobile app DakPay.
Saving Bank Offices All Head Offices (H.O.), Sub-Offices (S.O.) and Branch offices (B.O.) with
the exception of those which are not vested with Saving Bank powers or from which the Savings
Bank powers have been withdrawn by the Head of Circle are Savings Bank offices. The facilities of
deposits and withdrawals by cheque are available only in Head and Departmental Sub Offices. All
Department Post Offices are called Service Outlets (SOL) in Core Banking Solution.

A) DISTRIBUTION OF WORK THE WORK IN THE SB BRANCH OF A

HEAD POST OFFICE SHOULD BE DISTRIBUTED IN THE FOLLOWING

MANNER:-
1) The common duties of the SB branch as mentioned below should be assigned to one person who
may be given other duties also so as to utilize him fully.
(i) Receipt and distribution of dak.
(ii) Maintenance of statistics and preparation of statements.
(iii) Maintenance of the register of undelivered pass books. (iv) Maintenance of the files of
instructions and circulars.
(v) Settlement of objections.
(vi) Deceased claim cases.
(vii) Correspondence including complaints.
(viii) Maintenance of Register relating to transfer of accounts.
(ix) Issue of ATM debit cards and maintaining related registers
(x) Delivery of Welcome KIT to the depositors

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Note: - Postmaster can assign some of these duties to Counter Assistant.

2) Each of the remaining Assistants should be given rest of the Savings Bank work to be determined
on the average number of transactions, such as: -
(i) Maintenance of Savings Bank Accounts.
(ii)Maintenance of Account Opening Forms (AOF) and KYC documents for accounts opened.
(iii)Transfer of accounts and maintenance of registers as well as KYC documents of accounts
transferred.
(iv) Entry of interest in pass books belonging to EDBOs and Pass Book Printing.
(v) Revival of silent accounts and maintenance of register and separate guard file to keep the KYC
documents of customers of such accounts.
(vi) Issue of fresh/duplicate passes books.
(vii) Maintenance of Index to Preliminary receipts (SB-26) issued by the ED Branch Post Offices.
(viii) Issue of sanction of withdrawals and closure of accounts of /EDBOs.

B) CBS PASS BOOK

Two uniform common CBS Pass Books (SB-5) and (SB5A) have been introduced. SB5 will be
used of SB/RD/MIS/SCSS/SSA and PPF schemes whereas SB5A will be used for NSC/KVP and TD
Accounts. The entries in the said CBS Pass Books will be made through Pass Book printer only. The
uniform common CBS Pass Books need to be stitched and not stapled so that it can be Pass Book
printer friendly. Information and entries shown in the CBS Pass Books is for the information of
public and there will be no legal liability of the department with regard to the balance or transactions
shown in the CBS Pass Books. Entries relating to Penalty Fee charged in case of RD and PPF as well
as Rebate paid only should be made manually by hand by the user. Except these entries, no entry
should be made by hand in the passbooks in any departmental post office.

For the new accounts opened in CBS post offices, this Pass book should be issued. For, migrated
accounts, as and when old passbook is presented at the counter, first page of passbook shall be re-
printed on right hand side of next blank page and further transactions happened in FINACLE CBS
shall be printed from next page. Blank space left if any, on the page being used currently before
migration, should be cancelled by drawing lines in red ink. On the title page, word “CBS” is to be
printed. Title of passbook will not be printed by FINACLE CBS application and counter assistant has
to fill the information by permanent marker.

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C) PAY-IN-SLIP (SB-103)
(i) All deposits presented at the counter of Post Office will be accompanied by pay-in-slips with
counterfoil (SB-103) duly filled in by or on behalf of the depositor. The Counter Assistant accepting
the deposit should check the entries in both parts to see that they agree in all respects and after
transaction is done in Finacle CBS Application, note Name of Scheme and Transaction ID in red ink
on the upper right hand corner of the Pay-In-Slip.. The date-stamp should be impressed at the marked
place on both parts. The counterfoil will be signed, detached and handed over to the depositor or his
messenger. The pay-in-slip will serve as a voucher for deposit. This voucher will be included in the
Voucher Bundle along with other vouchers. (ii) The pay-in-slip is in two different colours viz. white
(SB-103) for Savings/TD/MIS/NSS/PPF/SSA accounts and yellow (SB-103) (a) for RD accounts.

Note: - The pay-in-slip can be filled in either in English or in Hindi or in the Regional language at
the option of the depositor.

D) SUPPLY OF SAVINGS BANK ACCOUNT STATEMENT

A depositor may obtain account statement of his Savings Account in Post Office working on CBS
platform in lieu of passbook on payment of such fees specified by the central government by
notification in the official gazette. Balance and transactions shown in the passbook or statement of
accounts shall be for the information of the depositor.

.Types of Savings Accounts

From 13.5.2005, only individual accounts can be opened under Rule 4 of Post Office Savings
Account Rules, 1981. Following types of accounts can be opened in the FINACLE CBS Software:-.

(i)Single/Joint account with Cheque Book or without cheque book.

(ii) Minor account opened through Guardian.
(iii) Lunatic Account opened on behalf of a person of unsound mind through Guardian
(iv) Pension Account.
(v) Sanchayika Account. (discontinued from 1.10.2016)
(vi) Account not bearing interest
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(vii) Basic Savings Account (Zero Balance)

FUNCTIONAL LEARNINGS / OBSERVATIONS

It is the good practices in Arasaradi HPO every correspondence and email received at the HPO
is the first scene and initial by the Post Master and they distributed to consent section for necessary
actions. Similarly, every correspondence or email address to other units personally gone through
and signed by the Postmaster before dispatch

1. BANKING

India Post serves more than 50 crore Post Office Savings Bank (POSB) customers through 1.56
lakh post offices across the country. It has an outstanding balance of Rs 10.81 crore under POSB
schemes. The Post Office Core Banking Solution (CBS) system is the largest in the world with
23,483 post offices already on this network. India Post serves more than 50 crore Post Office
Savings Bank (POSB) customers through 1.56 lakh post offices across the country. It has an
outstanding balance of Rs 10.81 crore under POSB schemes. All POSB accounts can be linked to
the India Post Payments Bank (IPPB) accounts and can be operated through mobile app DakPay.

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 Saving Bank Offices All Head Offices (H.O.), Sub-Offices (S.O.) and Branch offices (B.O.) with
the exception of those which are not vested with Saving Bank powers or from which the Savings
Bank powers have been withdrawn by the Head of Circle are Savings Bank offices. The facilities of
deposits and withdrawals by cheque are available only in Head and Departmental Sub Offices. All
Department Post Offices are called Service Outlets (SOL) in Core Banking Solution.

A) DISTRIBUTION OF WORK THE WORK IN THE SB BRANCH OF A

HEAD POST OFFICE SHOULD BE DISTRIBUTED IN THE FOLLOWING

MANNER:-
1) The common duties of the SB branch as mentioned below should be assigned to one person who
may be given other duties also so as to utilize him fully.
(i) Receipt and distribution of dak.
(ii) Maintenance of statistics and preparation of statements.
(iii) Maintenance of the register of undelivered pass books. (iv) Maintenance of the files of
instructions and circulars.
(v) Settlement of objections.
(vi) Deceased claim cases.
(vii) Correspondence including complaints.
(viii) Maintenance of Register relating to transfer of accounts.
(ix) Issue of ATM debit cards and maintaining related registers
(x) Delivery of Welcome KIT to the depositors

Note: - Postmaster can assign some of these duties to Counter Assistant.

2) Each of the remaining Assistants should be given rest of the Savings Bank work to be determined
on the average number of transactions, such as: -
(i) Maintenance of Savings Bank Accounts.
(ii)Maintenance of Account Opening Forms (AOF) and KYC documents for accounts opened.
(iii)Transfer of accounts and maintenance of registers as well as KYC documents of accounts
transferred.
(iv) Entry of interest in pass books belonging to EDBOs and Pass Book Printing.
(v) Revival of silent accounts and maintenance of register and separate guard file to keep the KYC
documents of customers of such accounts.
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(vi) Issue of fresh/duplicate passes books.
(vii) Maintenance of Index to Preliminary receipts (SB-26) issued by the ED Branch Post Offices.
(viii) Issue of sanction of withdrawals and closure of accounts of /EDBOs.

B) CBS PASS BOOK

Two uniform common CBS Pass Books (SB-5) and (SB5A) have been introduced. SB5 will be
used of SB/RD/MIS/SCSS/SSA and PPF schemes whereas SB5A will be used for NSC/KVP and TD
Accounts. The entries in the said CBS Pass Books will be made through Pass Book printer only. The
uniform common CBS Pass Books need to be stitched and not stapled so that it can be Pass Book
printer friendly. Information and entries shown in the CBS Pass Books is for the information of
public and there will be no legal liability of the department with regard to the balance or transactions
shown in the CBS Pass Books. Entries relating to Penalty Fee charged in case of RD and PPF as well
as Rebate paid only should be made manually by hand by the user. Except these entries, no entry
should be made by hand in the passbooks in any departmental post office.

For the new accounts opened in CBS post offices, this Pass book should be issued. For, migrated
accounts, as and when old passbook is presented at the counter, first page of passbook shall be re-
printed on right hand side of next blank page and further transactions happened in FINACLE CBS
shall be printed from next page. Blank space left if any, on the page being used currently before
migration, should be cancelled by drawing lines in red ink. On the title page, word “CBS” is to be
printed. Title of passbook will not be printed by FINACLE CBS application and counter assistant has
to fill the information by permanent marker.

C) PAY-IN-SLIP (SB-103)
(i) All deposits presented at the counter of Post Office will be accompanied by pay-in-slips with
counterfoil (SB-103) duly filled in by or on behalf of the depositor. The Counter Assistant accepting
the deposit should check the entries in both parts to see that they agree in all respects and after
transaction is done in Finacle CBS Application, note Name of Scheme and Transaction ID in red ink
on the upper right hand corner of the Pay-In-Slip.. The date-stamp should be impressed at the marked
place on both parts. The counterfoil will be signed, detached and handed over to the depositor or his
messenger. The pay-in-slip will serve as a voucher for deposit. This voucher will be included in the
Voucher Bundle along with other vouchers. (ii) The pay-in-slip is in two different colours viz. white
(SB-103) for Savings/TD/MIS/NSS/PPF/SSA accounts and yellow (SB-103) (a) for RD accounts.
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Note: - The pay-in-slip can be filled in either in English or in Hindi or in the Regional language at
the option of the depositor.

D) SUPPLY OF SAVINGS BANK ACCOUNT STATEMENT

A depositor may obtain account statement of his Savings Account in Post Office working on CBS
platform in lieu of passbook on payment of such fees specified by the central government by
notification in the official gazette. Balance and transactions shown in the passbook or statement of
accounts shall be for the information of the depositor.

.Types of Savings Accounts

From 13.5.2005, only individual accounts can be opened under Rule 4 of Post Office Savings
Account Rules, 1981. Following types of accounts can be opened in the FINACLE CBS Software:-.

(i)Single/Joint account with Cheque Book or without cheque book.

(ii) Minor account opened through Guardian.
(iii) Lunatic Account opened on behalf of a person of unsound mind through Guardian
(iv) Pension Account.
(v) Sanchayika Account. (discontinued from 1.10.2016)
(vi) Account not bearing interest
(vii) Basic Savings Account (Zero Balance)

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