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Concept of Project Arrow

Present scenario

Potential of India Post

70% of people live in rural areas

Dept has over 1.55 lakh POs across the country with more than 1.25 lakh in rural area
This network provides a huge opportunity to connect remote areas

Most villages & small town do not have connectivity to mainstream economy

Concept of Project Arrow

Make Post office the window to the world for aam aadmi This is conceived in April 2008

Focus on improving the core operations of Post offices Enhancement of look and feel to create a unique identity

Scope
Get the core right Modernize the look and feel

Scope

Focused efforts to significantly improve four core areas of the postal service
Mail delivery Savings Bank Remittances Office service levels

Scope.

Broad approach to upgrade, enhance capacity and quality in

Branding Technology Human resource Infrastructure

Objectives
Make a visible, tangible, and noteworthy difference in post offices that matters to the common man Verify and certify progress on ongoing basis using clearly defined Key Performance Indicators (KPIs) for each improvement area Set the foundation for a comprehensive transformation of India Post

Covers 8 silos
1.

Mail delivery

Ensure same day delivery and same day dispatch

Reduce transaction time

2.

Savings bank

Counter transactions Account transfer Closure Settlement of claim cases

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Covers 8 silos
3. Office service level

Improve customer satisfaction in all parameters from appearance to operation

4. Remittance
Payment of MOs on the day of receipt Provide web enabled remittance service

Covers 8 silos
5. Human resources
Identifying roles and job descriptions for all Designing suitable training to enhance operational and soft skills of staff

6. Infrastructure

Standardize and consistent interior and exterior blueprint and ensure uniform implementation

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Covers 8 silos
7. Technology

To enable POs to provide all IT enabled services decide required

Hardware Software Connectivity

8.Branding

Ensure uniform brand hierarchy as well as consistency for all products and services
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A unique approach

Key elements

Holistic & integrated view

Equal focus on both core areas and look & feel Standardized targets & improvement measures Central programme office & IT-enabled tools for reliable measurement Training, workshops and professional consultancy

Standardized approach

Effective measurement

Capability building

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Mails- activities for improvement

Revision of mail arrangements- alternate transport Mentoring of Mails arrival and taking corrective steps Assessment of required man power Ensuring postman multi-skilling Implementation of beat sorting at Mail Offices

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Mails- activities for improvement

Examining and arranging bulk mail delivery from Mail Offices Streamlining pre-delivery processes Ensuring availability of Equipment and accessories Carrying out beat revision Developing beat backup

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Mails- activities for improvement

Strengthening monitoring of postmen performance Strengthening monitoring of Letter Box clearance and dispatch of mail Popularizing PIN codes

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SB- activities for improvement

Revision of cash balances and withdrawal limits Digitizing all manual records Re-engineering Savings Bank operating processes Streamlining account transfer procedure Popularizing nomination facility Expeditious settlement of death claim cases

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Remittance- activities for improvement

Revision of cash balances and revision of line limits Effective supervision and monitoring of postmen performance Providing system back-up and monitoring of Network Installation of required software for eMO facility High level monitoring of eMO and iMO services and popularizing eMO by advertisements
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Office Service Level- activities for improvement

Taking action for thorough cleaning of Post Office Codifying the duties and responsibilities of the Postmaster and tracking compliance for effective supervision and administration Formulating and implementing local citizens charter
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Office Service Level- activities for improvement

Ensuring adequate infrastructure & support systems Ensuring better queue management Standardizing the duties & responsibilities of PO staff Organizing professional/Soft skills/ troubleshooting training To sustain and improve overall level of service quality- implementation of customer satisfaction survey process
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Branding

The following PO objects need to be rebranded as per new India Post Corporate Manual

New India Post logo Internal branding External branding

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Branding.

Internal branding

Display

Counter signage Information boards Stationery Uniforms Postman bags

Materials

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Branding.

External branding

PO signage (name board,standee etc) Letter boxes Vans

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External sign board (PO name board)

Technical description

Size: 1:3 (Height x Width) Colour combination

Red Yellow

Name of office in two/three languages will be on the strip provided for the purpose

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External sign board (PO name board)

Technical description

Order for languages

For two, Hindi First and English next For three, Regional, Hindi and English

Postal Index Number will be added on the signboard of delivery PO

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Sign board, Example

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Information board

There are four types of information boards

Citizens charter Hours of business Public notice board Advertisement

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Information board

Technical description

Size: 4 x 3 (Height x Width) should contain Corporate Symbol and text The wings of the corporate symbol is painted in post office yellow over a post office red stripe on the top with relevant text on the right side Another stripe containing three shades of red will run across the bottom portion
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Uniform materials

Jacket for counter (front office) staff

Front office staff is expected to wear a post office red jacket on top of their dress Colour; Post office Red India Post logo should be visible around the left pocket

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Jacket, Example

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Uniform materials

Postman delivery bag

Colour: Post office red India post logo should be stencilled on the front of the bag in corporate colours

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Postman delivery bag , Example

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Standee

Two variants of standee (services boards)

HPO Taller Other PO Shorter Taller Shorter 16ft by 4 ft (H x W) 8 ft by 2 ft (H x W)

Size:

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Standee

Other technical description

Material: Aluminium Composite Panel Colour: Post office Red and Yellow Important services available in PO should be highlighted in the order of priority

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Standee Example
Shorter Longer

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Letter boxes

Four variants of letter boxes

Three standing One hanging

Exceptions Green and Blue meant for local and metro city letters

All should have Post office red colour

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Letter boxes

Hour plate to show time of clearance should be in the front. No other text appear. Name of PO/Mail Office should be at back of standing letter box and at back/bottom of hanging letter box ID number of letterbox appear on both sides of box

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