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Tuesday, March 29, 2011

Citizen’s Charter of Department of Posts (DOP)

The letter received from the department about the citizen’s charter and inviting views & Comments is furnished hereunder for information of all.

Views and opinions are Welcome

No. 3-10/2005-PG (Vo-II)

Government of India

Ministry of Communications & IT

Department of Posts

(PG & QA Division)

Dated – 15th March, 2011

To,

Shri. K. V. Sreedharan

General Secretary

All India Postal Employees Union,

Dada Ghosh Bhawan,

2151/1 Near Patel Nagar, New Delhi – 110008

Subject: - Comments/Suggestions on the Draft Citizen’s Charter of Department of Posts

Dear Sir,

The review of the existing Sevottam Compliant Citizen’s Charter of the Department of Posts has been made. The draft Sevottam Compliant Citizen’s Charter had been modified again in compliance to the observations of the Secretary (Posts). A copy of Results Framework Management System (RFMS version) and a skeleton version of Draft Citizen’s Charter is enclosed. It is necessary that views of the stakeholders including customers and staff organizations as well as the members of the Working Group on Citizen’s Charter (WGCC) on the modified Charter are now taken afresh so as to identify and incorporate the necessary changes.

2. The draft Citizen’s/Client’s Charter has been developed as a concise and updated document which could be amenable to display in the Post Offices. The changes has been made to make it more informative and displayable yet remaining user friendly. All the Chapters including that on the GRM have been updated.

It is desired by the Secretary (P) that views/comments may be obtained within three weeks, i.e., up to 06.04.2011. I shall greatly appreciate if you could share your views/comments on the attached draft Citizen’s Charter versions within the stipulated time. In case nothing is heard from you by the stipulated time, it will be presumed that you have agreed in principle on the contents of the draft Citizen’s Charter.

Thanking you


(S K Tripathi)

Director (PG)

Encl: as above

Citizen’s Charter of Department of Posts (DOP)

Ministry of Communications & IT (GOVERNMENT OF INDIA)

A DECLARATION OF OUR COMMITMENT TO EXCELLENCE

IN SERVICE TO CUSTOMERS OF DOP

OUR VISION

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

OUR MISSION

· India Post touches the lives of every citizen of the country. It is the largest postal network in the world.

· Its physical and electronic network is dedicated to providing mail, parcel, money transfer, banking, insurance and retail services with speed and reliability.

· The primary stakeholders of India Post are its customers, employees and the Government of India.

· India Post will provide services to the customers on value-for-money basis.

· India Post will ensure that the employees are proud to be its main strength and serve its customers with a human touch.

· India Post will continue to enable last mile connectivity as a Government of India platform.

OUR CUSTOMERS/CLIENTS

· All citizens of India and users of Postal service all over the world;

· Institutions like Banks, insurance companies, telecom service providers, Educational Institutions, Medical and Health institutions, religious institution and others who have significant mail related requirements;

· Private businesses that require document and parcel related mail services to facilitate their traditional business as well as e-commerce;

· Government organizations at the Centre and States including ministries, departments, commissions, independent bodies, public sector units and other public authorities;

· Non-governmental organizations;

· Other clients

OUR SERVICES

The Department of Post provides various services through its extensive network depending on customer/client’s requirements in the area of Communication Services (letters, Postcards Parcel etc.), Financial Services (Savings Bank, Money Order, International Money Transfer Service, Postal Life Insurance) and Value added Premium Services (like Speed Post, Business Post, Retail Post, and Finance Mart).

OUR COMMITMENT TO THE CUSTOMERS

· We will treat our customers with courtesy and a helpful attitude

· We will provide services as per quality specifications drawn out taking customer expectations and infrastructure availability into account.

· We will make basic postal and financial services available and accessible to all citizens of the country.

· We will take good care of customers and respond to their enquiries and complaints promptly.

REQUIREMENTS OF SERVICE STANDARDS:


Services /Transaction

Success Indicators

Service Stan-dards

Unit

Delivery of unregistered Articles like Inland Letter Card (ILC).Post Card (PC) / Envelopes / Invitation Cards/ Periodicals/ Magazines

Delivery of ordinary mails between Metro/within city/town/district (Average time of delivery from the date of posting)

2

Days

Delivery of ordinary mails to Inter State capital/within state (Average time for delivery from the date of posting)

3

Days

Delivery of ordinary mails to inter state other than those between capitals (Average time for delivery from the date of posting)

4

Days

Booking and Delivery of Registered/Insured Articles

Booking Registered Letter (average Time taken in a computerized Post office).

2

Minutes

Booking of Registered Parcel (average Time taken in a computerized Post Office).

5

Minutes

Booking of insured Letter/parcel (Average Time taken in a computerized Post Office).

8

Minutes

Delivery of registered and insured mails between Metro/within city/town/district (Average time for delivery from the date of posting).

4

Days

Delivery of registered and insured mails to Inter State capital/within state (Average time for delivery from the date of posting).

5

Days

Delivery of registered and insured mails to inter state other than those between capitals (Average time for delivery from the date of posting)

6

Days

Booking and Delivery of VP Articles / Insured VP Articles

Booking of value payable letter (average Time taken in a computerized Post office).

5

Minutes

Booking of Value payable parcel (average Time taken in a computerized Post Office).

5

Minutes

Booking of VP Insured Letter

8

Minutes

Booking of VP Insured Parcel

8

Minutes

Delivery of VP and Insured VP mails between Metro/within city/town/district (Average time for delivery from the date of posting).

4

Days

Delivery of VP and Insured VP articles to Inter State capital/within state (Average time for delivery from the date of posting).

5

Days

Delivery of VP and Insured VP mails to inter state other than those between capitals (Average time for delivery from the date of posting)

6

Days

Booking and Delivery of Speed Post Articles

Booking of Speed Post article (average Time taken in a computerized Post Office).

2

Minutes

Delivery of Speed Post articles between Metro/within city/town/district (Average time for delivery from the date of posting). Delivery of Speed Post shall be specific to the location and time of booking.

2

Days

Delivery of Speed Post articles to inter state capital/within state (Average time for delivery from the date of posting). Delivery of Speed Post shall be specific to the location and time of booking.

3

Days

Delivery of Speed Post articles to inter state other than those between capitals (Average time for delivery from the date of posting). Delivery of Speed Post shall be specific to the location and time of booking.

4

Days

Booking and payment of Ordinary Money Orders

Booking of Money Order (Average Time taken in a computerized Post Office).

2

Minutes

Payment of ordinary Money Order between Metro/within city/town/district (Average time for payment from the date of posting).

4

Days

Payment of ordinary Money order to Inter State capital/within state (Average time for payment from the date of posting).

5

Days

Payment of ordinary Money Order to Inter state other than those between capitals (Average time for payment from the date of posting)

6

Days

Booking and payment of -Electronic Money Orders (eMOs)

Average time taken for booking of Electronic Money Order (eMOs)

2

Minutes

Average time taken for payment of Electronic Money Orders (eMOs) in the eMO Office of receipt.)

2

Days

Average time taken for payment of Electronic Money Orders (eMOs) at non eMO office of payment.

3

Days

Booking & payment of Instant Money Orders (iMOs)

Booking of instant money order (average Time taken in a computerized Post Office).

15

Minutes

Payment of Instant Money Orders (average Time taken in a computerized Post office).

20

Minutes

Opening of Post office Savings Bank Account (SB,RD MIS, SCSS and TD etc.)

The average time taken is for a computerized Post Office

10

Minutes

The average time taken is for non-computerized Head Post Offices & Sub Post Offices.

1

Day

Deposit in small savings account (SB and RD)

The average time taken is for a computerized Post Office

5

Minutes

Withdrawal from small savings account (SB, RD, MIS, SCSS and TD etc.)

The average time taken is for a computerized Post Office

5

Minutes

Updation of Savings Bank passbook (SB, RD, MIS, SCSS and TD etc.)

Average Time taken for the computerized Post Office where account stands.

5

Minutes

Closure/Premature Closure of Post Office Saving Bank Account

At the Head Post Office (Average time for a computerized office).

6

Minutes

Average time taken at the Sub Post Office authorized to close Recurring Deposit (RD), Monthly Income Scheme (MIS), Senior Citizen’s Savings Schemes (SCSS) and Term deposit. Mukhya Dak Ghar (MDG) can also authorize closure of Post Office Savings Bank in addition to these four categories.

10

Minutes

Transfer of Post Office Savings Bank Account

Average time taken if transfer application is give at the Head Post Office (HPO) for transfer of account to another HO or Sub Post Office of the same HO.

1

Day

Average time taken if transfer application is given at the Sub Post Office for transfer of account to another Sub Post Office of the same HO.

7

Days

Average time taken if transfer application is given at the transferee Post office

20

Days

Settlement of Deceased Claim Case w.r.t Post Office Savings Bank

Average time taken for settlement of deceased claim cases

7

Days

Issue of Post Office Savings Bank Duplicate Passbook

The average time taken is for the Post Office where account stands

10

Minutes

Return of Post Office Savings Bank passbook (Received for interest posting)

Average time taken for return of Post Office Savings Bank Pass Book after interest posting.

7

Days

Issue of Savings Certificates

Average time taken to issue the certificate on submission of the application directly by the applicant.

15

Minutes

Average time taken to issue the certificate on submission of the application through the small savings agent

1

Day

Discharge of Savings Certificates

Average time taken when applied at Post Office of Registration.

7

Minutes

Average time taken for discharge of savings certificate at other office than the office issue.

15

Days

Transfer of Savings Certificates

Average time taken when applied at Post Office of Registration.

7

Days

Average time taken if application for transfer submitted at the transferee Post Office

20

Days

Issue of Duplicate savings Certificates

Average time taken to issue Duplicate savings Certificate if applied at the office of issue

7

Days

Average time taken to issue Duplicate Savings Certificate at other office

30

Days

Issue of Acceptance Letter and Policy Bond of PLI/RPLI

Average time taken to issue acceptance letter of PLI/RPLI policy

15

Days

Average time taken to issue PLI/RPLI policy Bond

15

Days

Acceptance of PLI/RPLI premium

Average Time taken for acceptance of PLI/RPLI premium in a computerized Post Office

2

Minutes

Inter-circle transfer of PLI/RPLI policies

Average time taken for inter-circle transfer of PLI/RPLI policies

10

days

Settlement of PLI/RPLI claims on maturity

Average Time taken for Settlement of PLI/RPLI Claims on Maturity

30

Days

Settlement of PLI / RPLI Claims on Death with nominations

Average Time taken for Settlement of PLI/RPLI Claims on Average time taken for Death

30

Days

Settlement of PLI/RPLI Claims on Death without nomination involving inquiry

Average Time taken for Settlement of PLI/RPLI claims on average time taken for Death without nomination involving inquiry

90

Days

Paid up value of PLI/RPLI policy

Average Time taken for paid up value of PLI/RPLI policy

30

Days

Loan against PLI/RPLI Policies

Average Time taken for Loan against PLI/RPLI Policies

10

Days

Change of Address for PLI/RPLI policy

Average Time taken for change of address for PLI/RPLI Polices

10

Days

Change of Nomination of PLI/RPLI policy

Average Time taken for change of nomination of PLI/RPLI policy

10

Days

Assignment of PLI/RPLI Policy

Average Time taken for assignment of PLI/RPLI Policy

10

Days

Issue of Duplicate PLI/RPLI Policy Bond

Average Time taken for issue of duplicate PLI/RPLI Policy Bond

10

Days

Revival of PLI/RPLI Policy

Average Time taken for revival of PLI/RPLI Policy

15

Days

Conversion of PLI/RPLI Policy

Average Time taken for conversion of PLI/RPLI Policy

15

Days

Deposit in Unclassified Receipt

The average time taken is for a computerized Post Office

3

Minutes

Deposit of Bills

The average time taken is for a computerized Post Office

3

Minutes

Sale and discharge of Indian Postal Order

The average time taken is for a computerized Post office

3

Minutes

Grievance Redress mechanism (GRM) in the DOP

If complaint is lodged by Complainant him self at web based Computerized Customer Care System of DOP or PG Portal (CPGRAMS), acknowledgement of grievance is instantaneous.

1

Day

Average time taking to acknowledge any compliant received by post and to seek additional information, if necessary. Any compliant could be addressed to the local Superintendent of Post Offices except in the case of a First Class Head Post Office, the Postmaster in charge of which is competent to attend to any complaint relating to his office.

7

Days

Average time take to send interim reply in case more time is required in settlement of the grievance.

30

Days

Average time taken for grievance settlement

60

Days

We aim to meet the above time norms in 90% of the transactions subject to fulfillment of all requirements due on the part of the customer.


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