ICT4D: Indian Post Office


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ICT4D: Indian Post Office

  2. 2. India Post & ICT Evolution: ICT4D 0.0  Established in 1688 as Company Mail by Warren Hastings.  By 1861, there were 889 post offices handling nearly 43 million letters and over 4.5 million newspapers annually.  Posts and Telegraphs Departments merged in 1914. Application for the Digital Divide  Physical Assess: On an average 2 km, a post office is present in rural areas.  Informacy: Several services launched, from Telegram to Speed post  Information illiteracy: Still rural people are unaware about the application process of different services.
  3. 3. ICT4D 1.0 and India Post Multipurpose counter machines with computers were introduced in post offices in 1991 to: 1. Improve customer service and increase revenue and staff productivity 2. Make the post office the focal point for delivery of state social-security programs 3. Enable the electronic networking of about 1,30,000 rural post offices 4. Enable paperless transactions for mail, postal banking and insurance services 5. Enable tracking and tracing of articles intended for delivery 25,000 departmental post offices (out of 25,464) have been computerized from 2006–2007 to 2011–2012. A plan (costing Rs.1877.2 crore) has been formulated to computerize rural post offices
  4. 4. Strengths of India Post Network • Rural post office personnel drawn from local communities • Trusted by the local people • Have valuable information capital on the local communities • Even the last person at the remotest village is within the reach of India Post • Rich experience of delivering financial and retail services in addition to the mail operations Rural ICT Programme:  Plan to connect all the post offices including those in rural areas on appropriate ICT platform by September 2012  Field testing is planned in November 2010  Adequate financial resources have already been provided to India Post
  5. 5. India Post 2012 ICT4D 2.0 and India Post
  6. 6. The IT Modernization project, intends to achieve the following:  Wider reach to the Indian populace through more customer interaction channels  Better customer service  Growth through new lines of business  IT enablement of business processes and support functions The key objectives of the India Post 2012 project are: 1. Modernization and computerization of all Post offices in the country including Branch Post offices in rural areas, mail offices and administrative and other offices; 2. Development of scalable, integrated and modular software covering all operations of the Department of Posts such as Mail Operations, Postal Banking, Insurance, Finance and HR; 3. Establishment of required IT Infrastructure including Data centre, Wide Area Network (WAN) based networking of the departmental post offices; and 4. Deployment of Rural Information Communication Technology (Rural
  7. 7. Project Overview: 1. In August 2010 Cabinet Committee on Economic Affairs approved the ‘INDIA POST 2012’ IT Modernization project with a total outlay of 1877.2 crores. 2. As part of 11th five year plan, this IT modernization project has been undertaken in two phases. Phase: 1 Post offices up to double handed levels were supplied with IT hardware Phase: 2 The program has been built on 3 cornerstones as follows: To establish Data Centre / disaster recovery centres to house all transactions and data Nationwide networking of all post offices including rural post offices Supply of computer hardware to noncomputerized post offices, mail offices and rural post offices
  8. 8. India Post: Governance Structure
  9. 9. India Post’s primary stakeholders are its customers, employees and the Government of India. 1. Customers can exercise their choice as there are alternatives. Therefore retention of the existing customers is crucial as also attracting new customers. 2. The employees are India Posts main strength. The employees have supported IT induction and the new initiatives. However, they could be a threat if change is not effectively managed. 3. Government of India as owner has been continuously supporting India Post. It has also supported India Post in its plans to modernize, expand and enrich its product and services mix.
  10. 10. Revenue Model of DoP The DoP will have:  Increased revenue through higher market shares in the existing and newly introduced IT enabled products and services.  Better decision making and operational planning due to availability of information in timely manner Potential reduction in the transaction cost and availability of manpower for redeployment in marketing and other revenue generating capabilities Increased productivity and accountability
  11. 11. Impact analysis framework ICT Readiness (Infrastructur e Access) ICT Use (Intensity ) ICT Capabilit y (Skills) ICT Impacts (Outcomes )
  12. 12. Conclusion: Contribution to Development Benefits for Customers:  Better financial inclusion for the common man in the rural and semi-urban locations at par with the urban locations, through mobile remittances, mobile banking, mobile insurance etc.  Effective and transparent delivery of social security and employment guarantee schemes Increased consistency and reliability in mail, parcels and logistics delivery system Benefits for DoP: in line with global standards Significant enhancement in revenue & market shares as multitude of products will be improved and new products/ services will be launched (e.g. eGovernance, Rural ICT)  Better decision making and operational planning due to availability of management information in a timely manner  Potential reduction in the transaction cost and availability of manpower for redeployment in marketing and other revenue generating capabilities Increased productivity and accountability Benefits for Employees:  Employees will have an opportunity to learn, build and enhance new skills and expertise Reduction in manual work which will result in enhanced productivity levels Opportunity to deliver enhanced IT enabled services to their customers leading to a significant reduction in customer complaints