INDIAN POSTAL SERVICE

Managing the change

by:-
Vrinda
Bharti
Vishwesh
Ravi
Sultan
Saleem
 INDIAN POSTAL SERVICEE

– History of 150 years; based on the British Postal service “Royal

Mail”
– Mission: To provide high quality mail, parcel and related services in
India  and  throughout   the   world ; to be recognized as an efficient
and excellent organisation exceeding the expectations of the
customers, employees and the society
– Mail Services: Speed Post, Business Post, e-Payment, e-Post, Media
Post, Logistics Post, Direct Post
– Financial Services: Banking, Postal Life Insurance, Money Order,
Instant Money Order, International Money Transfer, Mutual Funds
– Other Services: Express Parcel, Public Provident Fund, National
Savings Certificate, Kissan Vikas Patra, Monthly Income Scheme,
Post Boxes for Mail Recipients
 Key Issues

• Key Issues Characteristics

– Low Customer Satisfaction: Late deliveries of mail,
Quality of Service, Lack of facilities to customers
– Competition: Private Courier Services, Banks, Private
Mutual Funds, LIC
– Management Structure: Government Organisation
– Inefficient Employee Force
– Large Number of Services: Majority Unproductive
– Vast reach in the interiors of the country: Potential not
realized
 Characteristics
– Many Services to cater the rural India: Public
Benefit
– Proactive Organisation
– Political Resistance towards change in the
organisation
– Image of the Organisation
– Running in Losses: Heavy Investment from the
Government to revive the Postal service
– Natural Advantage in various services
 Recommendations

– Move from Functional Structure to Divisional Structure:

Government retaining control on top management
– Offering services according to the geographic locations:
Villages, Small Cities, Large Cities, Metros
– Dropping out/Adding services specific to these locations:
– Giving up unprofitable services
– Building a database of addresses: To improve quality of
service & offer innovative products like “Royal Mail”
– Technological Changes: Equipping the Post Office with IT
infrastructure & providing communication services using
Internet
 Environmental Change

– Internally: Training the Employees, Improving

Processes
– Externally: Coping up with competitors, Tying up
Private players to improve inefficient services ( Ex:
Tie-Up with Western Union to offer Money Transfer
Services )
running this service in corporation made by Western Union and India Post ...
New Services
 Changing Face in Indian
Post
• IPS is expanding its services now in the
Banking sectors
• 60% of people have no access to banking in
India
• Strength of Indian post lies in the rural areas
• RBI governor said Indian Post Office can play a
vital role in banking to the unreached
• 156 thousand post office across the country
• IMO- Web based instant money transmission
service started in 4 locations in the North East
• People who need to remit money to their
children who are studying outside the state
• Traders can use it for payments
• For people who don’t have facility to internet
banking
• Meghdoot counter- It is known as multi
purpose counter
• Were in you need to book a register letter
speed post money order
• It is like a single window transaction
• People visit the post office to buy passport
applications rather than going to the passport
office
• E-POST- it brings the digital divide for instance
in villages there is no access to pc there might
be no browsing centre
• It is very cheap and the message is going very
early
• E post users are 5000 as per 2004
• Postal Life Insurance- PLI application which is
using computer interface i.e basically for
postal life insurance on the premium
everything is computerized this is a major
computerization which has happened and has
a great impact on the people.
Few Stamps
LETTERS
THANK YOU