PoMoTo Tool for Download

Click on this to download PoMoTo Toof

9 - PRILIMINARY SORTING SELECTIONS

9 - Priliminary Sorting Selections to be provided in each Project Arrow Offices are as fallows:

1. OWN OFFICE
2. OWN BRANCH OFFICES
3. OWN HEAD POST OFFICE
4. HOME DISTRICT
5. HOME CIRCLE
6. OTHER CIRCLES
7. HYDERABAD T.D
8. INVITATIONS
9. FOREIGN ARTICLES

A WRITE UP ON PoMoTo

INTRODUCTION:

In a series of initiatives in the quest for excellence, Kurnool Region has introduced a tool by name PoMoTo which was designed to monitor the delivery performance of the Postmen with effect from 11-03-2009. Identifying the best performers and not so best performers and treating them suitably with rewards and reforming measures is the objective of the tool. The tool helped the region in the ultimate objective of achieving 100% delivery.

HOW IT WORKS

PoMoTo is abbreviated form of Postmen Motivation Tool. The performance of each Postman is evaluated every day by working out the delivery percentage in each category namely RL, Speed Post and Money Order. A tiny excel based software was designed for this purpose. The same can be downloaded from http://pap3kurnoolregion.blogspot.com or http://arrowkurnool.blogspot.com. Number of articles received for delivery and number of articles delivered in respect of RL/Speed Post and MOs are to be entered in respect of all the Postmen/GDS delivery agents. The software will automatically calculate the percentage of delivery in respect of each category of articles and the percentage of over all delivery. The system also gives grading depending upon percentage of over all delivery.

Criteria for the grading are as follow:-

“A” Grade:- Nil Returns.

“B” Grade:- 0 to 3% returns.

“C” Grade:- 3 to 5% returns.

“D” Grade:- More than 5 % returns.

PoMoTo BOARD:

A copy of the PoMoTo tool is displayed on a Notice Board in the delivery hall providing information to the Postmen and other officials. As the information is publicly available the system ensures transparency. Besides, performers and non-performers are easily identified and known to one and all. This encourages the performers as well as non-performers to maintain/increase their performance level.

PERFORMANCE BASED REWARDS:

In order to motivate the performers certain titles are conferred on them based on their performance as indicated below:-

1)VICTOR: Postmen who get “A” grade through out the month are honoured with the title “victor”. In case more than one Postman gets “A” Grade, then the performance of the trailing months is also considered for determining the victor.

2)KING OF DELIVERY: The official who wins victor title for maximum number of times in a year is conferred with the title of “king of delivery”.

3)EMPOERER OF DELIVERY: The official who wins “King of delivery” title for two consecutive years will be given the title of “Emperor of delivery”.

PORTRIAT DISPLAY:

The photo of victor is displayed in delivery hall for the entire month. The photo is of 2X6 feet size made of flexi sheet with a wooden frame. A place on the wall is earmarked for the performance where the letters “victor of month” is permanently written in gold coloured letters. The name of the Postman shall also be displayed using flexi board alphabets in gold colour. A copy of such display board used in Tirupati HO is annexed for information.

CITATIONS:

Commendation certificates are issued to the winner of the title “King of delivery” with gold coloured letters besides displaying his photo for the entire year in the delivery hall. A function will be organized to honour the winner in the presence of colleagues and customers. It is proposed that either PMG or DPS will invariably attend the function.

HANDLING POOR PERFORMERS:

Mere displaying information in public about their poor performance itself is acting as a factor that makes the poor performers feel guilty. It is noticed that in no time the poor performers who are given “D” grade often will make extra efforts to join ranks of performers. In case any official is not coming up to the expectations of superiors, various reforming measures such as training and counseling are used. As a last resort even punishments can also be used.

IMPACT OF PoMoTo IN KURNOOL REGION:

The PoMoTo was introduced in Kurnool Region in March 2009. Its effect is so tremendous that we have achieved 100% delivery in a period of just three months. This has also boosted up the morale of the Postmen.

USING OF SMS IN KURNOOL REGION

What is SMS?

Short Message Service popularly known as SMS is a communication service allowing interchange of short text messages. Though originally the service was designed for GSM mobile telephone devices the same was extended subsequently to other networks. In view of its cost effectiveness SMS is emerging as a powerful tool for reaching massive number of audiences in no time. It is known that in the recent elections in US and India, SMS was used very effectively by certain individuals/political parties. In India, around 45 Crores customers are using mobile phones as on date. It is estimated that at least 70 percent of them are sending/receiving short messages.

As Telephone tariff is slashed day-by-day many service providers including BSNL are providing SMS services at very nominal cost per message. Smelling the popularity for SMS, certain websites also entered the market for providing free of cost SMS service. These websites make their money through advertisements and thus are able to provide free of cost SMS service. www.way2sms.com is one such website.

Why SMS in Post office?

Department of posts has launched a prestigious project called Project Arrow in the year 2008. The Project inter alia aims at effecting hundred percent delivery/payment of ordinary/Registered/Speed Post/Money Orders on the day of receipt itself. It was noticed in certain offices that despite the best efforts by the postmen this target could not be achieved due to non-availability of Addressees/Payees. To overcome this problem Kurnool Region has experimented by informing the addressees over phone about receipt of articles for them. These initiatives culminated in using SMS service through website effectively.

Short messages can be sent to the mobile phone of the customers informing them about receipt of Letters/Money Orders. As already explained above it involves no expenditure. Coming to the time factor, it is observed that thousands of messages can be sent in one go which takes very little time. Thus sending messages from Post Offices does not result any extra strain on our resources. On the other side the advantages are tremendous as huge number of customers can be contacted by the post office for various purposes. Though Kurnool Region has started the service initially only for intimating the addressees of undelivered articles, the same was subsequently expanded to Product Promotion and Customer Relation Management.

How to use way2sms?

1. One should register with www.way2sms.com using one’s mobile number.
2. Login the website using User ID [Registered Mobile Number] and Password [Communicated by the website].
3. Type the message and mobile number of the recipient in the respective boxes. By clicking the send option, the message will reach the intended customer.
4. There is provision for group SMS also wherein certain mobile numbers can be grouped and a common message can be sent to all such numbers in one go.
5. There is provision for viewing the sent messages subsequently.
6. Provision is also made available for the customers to block messages from certain mobile numbers.

How we implemented in Kurnool Region?

Information pertaining to customers was collected through the postmen of Project Arrow Offices in the following format.

Sl.No.
Name of the Customers
Occupation
Address
Cell No.
Phone No.

The information was fed in Excel format. Relevant portion of the data base was copied to way2sms website. Postmaster/Dealing Assistant/Postman get themselves registered in way2sms website. In the initial days of experimentation messages were sent to those customers whose letters/money orders were returned undelivered. Subsequently before the postmen leaving for delivery itself messages were sent to the customers requesting them to be available at their location so that the article can be delivered. A Standardised message is used for this purpose. “ Dear Customer, u have received an article. Pl b available.” Our experience is that many a time after sending the message customer himself comes to the post office or meet the postman in between and take delivery. Thus the system of SMS helped Kurnool Region in improving delivery performance.

So far, we experienced SMS is very encouraging and positive. Hence it is proposed to utilize the service for product promotion and better customer relation management. Messages can be sent to the customers by using group SMS option informing them about availability of various products and services in Post offices. In order to build better relationships with the customers they can be thanked for using Post office services. Messages like “Happy New Year, Happy Sankranti “may also be sent enmasse. The status of their grievances if any may also be communicated to them in this mode. Information about transfer of Accounts, status of claims/cheques, information about PLI/RPLI maturity dates etc., may also be conveyed to the customers in this mode.

This service can also be effectively used for prevention of frauds. It is noticed that on many occasions messengers/agents cheat the depositors by withdrawing/closing the accounts without the knowledge of the depositors. It is proposed to send SMS to the depositors whenever huge amounts are withdrawn from their respective accounts. For instance all the withdrawals above Rs.50000.00 are conveyed to the depositor’s mobile numbers using SMS. In case of fraud the depositor comes to know about the same immediately and further damage can be curtailed.
Response from the staff:

Initially Post office staff felt that contacting each individual customer is more time consuming and thus they will be further burdened. Intensive training sessions were organised to educate the staff especially the postmen about using way2sms web site. Divisional Heads were also trained at RO, Kurnool and personally made to use the web site on various occasions so that they are in a better position to appreciate the service and guide the staff suitably. With reasonable amount of exposure to the initiative now all the staff is aware that sending SMS doesn’t take much time, they are positive about using the service. Since receiving SMS is also a new experience to the customers they are also very happy and appreciate the staff for the extra efforts taken by them for providing better services.

CONCLUSION:

There is no denying that organizations vie with each other in attracting the customers by providing better and better services in order to retain the existing customers and acquire new customers. The players in logistics and financial services are way ahead in adopting such technologies as email, SMS, IVRS, Touch Screen based Kiosks etc., It is high time Department of Posts adopted a service like SMS for its cost effectiveness and ease of use.

పోమోటో టూల్ - పోస్టుమాన్ ల ఈజీ గ్రేడింగ్ ల కొరకు .....

పోస్టుమాన్ ల డెలివరీ పెర్ఫార్మన్స్ ను ఆధారం చేసుకొని వారికి గ్రేడింగ్ లు ఇచ్చేందుకు కర్నూల్ రేజియన్ ఒక టూల్ ను తయారు చేసింది. దానిని మీరు క్రింద తెలిపిన లింకును క్లిక్ చేయుటద్వారా పొందవచ్చు.
http://spreadsheets.google.com/pub?key=rQ7Y-I6hpWIGEbQy2h94sOA&single=true&gid=0&output=html

RUBBER STAMPS - TO BE SUPPLIED TO POSTMEN

Please get the stamps prepared with the following information [ POSTMEN REMARKS] and ensure supply them to all the postmen.

01. REFUSED
RETURNED TO SENDEER


02. INTIMATION SERVED


03. NOT CLAIMED FOR 7 DAYS
RETURNED TO SENDER

04. INSUFFICIENT ADDRESS
RETURNED TO SENDER

05. ADDRESSEE LEFT W/O
INSTRUCTIONS
RETURNED TO SENDER

CHECK LIST FOR PROCESSING SB CLAIMS

Case mark Number.

Name of the claimant and his Relationship to the depositor/investor

Date of receipt of claim papers

Whether the application is filled up correctly

Amount of claim

Name of the claimant

Particulars of deposit/account No., Office etc.

Date of death of the depositor

Place of death

Details of near relatives and their age

Whether consent/dissent letters enclosed

Whether death certificate enclose and verified

Whether nomination, balance certificate furnished

Whether claim is free from court attachment

Is the certificate furnished by the PM/SPM

Whether succession certificate, legal heir certificate is enclosed

Whether claim is in the order or not

Recommendation of the divisional head for settlement Claim

POSTMAN MOTIVATING TOOL [ PoMoTo]

Please click on the below link to view the PoMoTo proforma:

http://docs.google.com/Doc?id=dgktbxt9_136cfwkk7g6

POSTMEN BAGS REQUIREMENT IN RESPECT OF PHASE - III OFFICES OF KURNOOL REGION

Kindly click on the below link for viewing Postmen bags requirement to be supplied to Postmen working in Phase - III offices of Kurnool Region.


http://docs.google.com/Doc?id=dgktbxt9_1355f7gtsd4

JACKET REQUIREMENT IN RESPECT OF PROJECT ARROW PHASE - III OFFICES

Please click on the below link to view the requirement of jackets to be supplied to front line officials of Phase - III offices of Kurnool Region.

http://docs.google.com/Doc?id=dgktbxt9_134dz3568gh

REGISTERS/DOCUMENTS/ITEMS TO BE MAINTAINED IN PHASE - III ARROW OFFICES

1. Error Book.
2. Due mail and sorting list.
3. Lines and stages.
4. NHB.
5. Bag Opening Register.
6. Book of Post Marks.
7. Statistical registers.
8. Beat Maps.
9. Beat Lists.
10. Composite Beat Map.
11. GDS Panel.
12. Delivery Slips.
13. Intimation Slips.
14. Letter Box Statement.
15. Changeable LB Plates.
16. Writing name of the Post Office on back side of LBs.
17. Sorting Diagram(9 selections + No. of BOs)
18. MDW.
19. Check list for PAs.
20. Customer Feed back Forms.
21. Postman Delivery performance reports.
22. File showing ECR.
23. Register of Staff Forum.
24. Register of Post Forum.
25. CMAB.
26. Book of Addressees Instructions.
27. Rough Sketch Map of HO/ SO and its SOs/BOs.
28. Investment Chart.
29. Complaints and Suggestions Register.
30. Book of Information.
31. Consolidated NHB of BOs
32. Gumming machine.
33. Token Display announcement system.
34. Insect Killer Machine.
35. Dust Bins.
36. Counter signages.
37. Welcome and Thanks Boards in Regional language.
38. Arrangement for Postnet.
39. Weeding out of Old records and furniture.

INTIMATION SLILP - IN TELUGU

Please click on the below link to view the " intimation slip" in Telugu:

http://docs.google.com/Doc?id=dgktbxt9_132c37z7fjf

In case Telugu letters in SPARSH S/W of Internet KIOSK are not appearing properly – Following is the solution:

In control panel go to "Regional and Language Options" select Language tab, click on the check box "Install files for complex script and right to left languages....."Then click on "apply" button.

Then System asks for windows XP Installation CD [SP – 3], Put the installation CD and System copies the required files and prompts for restart.

Restart the system.After this check that Telugu font will come correctly.

LIST OF MENTORS OF ARROW OFFICES IN KURNOOL REGION

Please click on the below link to view the details of mentors of Phase I &II offices of Kurnool Region:

http://docs.google.com/Doc?id=dgktbxt9_129cmtn9wfk

LIST OF 3rd PHASE OFFICES

Please click on the below link to view the list of 3rd phase offices of Kurnool Region:

http://docs.google.com/Doc?id=dgh77zzg_86h9kxs3dx

100 POINTS IN IMPLEMENTAION OF PROJECT ARROW PHASE - III

MAILS

Review of Mail Arrangements of Project Arrow Offices.
Review of Notice of Hours of Business, Due mail and sorting list, letter box statement, MDW, Lines and stages and ensuring their availability in arrow offices.
Ensuring proper maintenance of bag opening register, error book, complaints and suggestion book in all Arrow Offices.
Ensuring Zero tolerance of missent articles.
Review of postmen beats and ensuring availability of beat list and root maps in all Arrow Offices.
Ensuring availability of GDS panel in all offices.
Ensuring computerization of mails and delivery branches – ensuring generation of delivery slips, mail lists etc through computer.
Ensuring timely receipt and dispatch of mail in all Arrow offices.
Reducing percentage of undelivered mail to the dearest minimum.
Ensuring usage of intimation slips in all Arrow Offices.
Ensuring utilization of authorization letters in all Offices for immediate delivery of all kinds’ mail.
Submission of approved copies of NHB to Civil Wing and ensuring erecting of NHB in all Arrow Offices.
Availability of changeable plates for letter boxes where ever available.
Ensuring timely clearance of letter boxes in all Arrow offices.
Ensuring preliminary sorting as directed by the Directorate.
Ensuring availability of all kinds records relating to mails branch in all Arrow Offices.


OFFICE SERVICE LEVEL

Ensuring availability of adequate parking space in all Offices.
Ensuring maintenance of outside premises of Postoffices.
Internal and external painting.
Provision of RAMP for disabled entry.
Provision of Signage post in all Arrow Offices.
Ensuring availability of clear counter signage’s in all Arrow offices .
Ensuring availability of writing ledge in all Offices.
Ensuring availability of customer benches in all offices.
Ensuring availability of drinking water facility to the customers in all Offices.
Ensuring availability of Public telephone in all offices.
Ensuring availability of steel dustbins in all Arrow offices.
Ensuring indication of postmaster available hours in all Offices.
Reviewing citizen Charter in all Offices and Submission of Citizen charter of all Offices to civil wing for preparation of Citizen charter board.
Ensuring displaying of citizen charter board in all Arrow offices.
Ensuring availability of information on public grievance mechanism.
Ensuring availability of stationery in all Arrow Offices.
Ensuring display of sample feed up forms for customer guidance in all Arrow offices.
Ensuring availability of enquiry counter in all Arrow Offices.
Ensuring availability of special counters for senior citizens in all Arrow Offices.
Codefying duties of Counter Staff/APM/PM in all Arrow Offices.
Ensuring availability of Checklist for counter staff for all transactions.
Ensuring usage of web based RTI system in all offices.
Ensuring proper maintenance of customer feed back forms and submission of reports to higher end in all offices.
Ensuring availability of customer feed back forms in all offices.
Ensuring availability of MO/eMO/iMO stationery in all Arrow offices.
Ensuring Implementation of proper Q management system and submission of Q management report to CO.
Rationalization of counters.
Ensuring Provision of Extra counter for seasonal traffic
Sensitizing postmaster to Q management.
Ensuring any service any counter facility.
Ensuring availability of Weighing scales in all Offices.
Ensuring availability of sufficient stationery with counter staff.
Ensuring training to staff in project arrow ,citizen charter, core areas, interpersonal skills.
Ensuring computer training and training in departmental software to all departmental staff of Arrow offices.
Ensuring computer training to all the postmen of Arrow office.
Ensuring availability fake note detecting machine in all offices.
Ensuring availability of cash counting machine in all offices.
Ensuring specified timing of savings agents do not clash with busy counter hours.
Ensuring supply of counter chairs to all arrow offices.
Ensuring functioning of CCC in all Arrow offices.
Ensuring re painting of letter boxes in all Arrow Offices.
Supply of new uniform to all eligible staff.
Supply of new postmen bags to all the postmen.
Supply of staff jackets to eligible staff.

REMITTANCES

Ensuring booking/enquiry of various types of MOs through MPCM counters.
Ensuring generation of HVMO list through system.
Ensuring optimal utilization of postmen module for processing various types of MOs.
Reviewing authorized balances of the office and ensuring availability of same in record.
Reviewing line limits of the office and ensuring availability of the same in record.
Ensuring usage of intimation slip in all Arrow offices incase payees are not found.
Ensuring writing of proper and appropriate remarks by the postmen in the delivery slips against undelivered money orders.
Ensuring entering of unpaid MO data in Postmen Module by the MO paid PA
Ensuring proper checking by the PRIs/Inspectors on undelivered MOs
Ensuring maintenance and analyzing delivery performance of Postmen in all arrow offices.
Provision of iMO facility in all Offices.
Ensuring availability of iMO stationery in all Offices.
Ensuring availability of iMO in all offices.

SAVINGS BANK

Ensuring free availability of necessary SB forms to public.
Ensuring availability of investment chart in all Arrow offices.
Ensuring availability of sample filled up SB forms in notice boards.
Ensuring availability of Sufficient computerized passbooks.
Ensuing authorization to all Arrow Offices to issue cheques.
Ensuring availability of heavy duty safe in all Arrow offices.
Ensuring usage of automatic transfer facility in RD through SB.
Ensuring on the day disposal of deceased claim cases and zero tolerance for pending claim cases.
Ensuring on the day disposal of transfer of accounts.

INFRASTRUCTURE

Ensuring arresting leakage.
Ensuring proper electrical wiring in all offices.
Ensuring proper earthing in all Arrow offices.
Provision of separate toilets for both gents and ladies
Ensuring proper water supply in all offices.
Ensuring timely completion of identified civil and electrical works.
Ensuring erecting of way boards, welcome boards etc.
Ensuring availability of cupboards in all Arrow offices.

TECHNOLOGY

Availability of Broadband in all Offices.
Ensuring availability of latest version of Sanchay post in all Arrow offices.
Ensuring up to date SB data and Signature Scanning for all types of SB accounts and Certificates(including silent accounts, NREGS accounts).
Ensuring availability of latest negative list in sanchay software.
Ensuring operationalisation of SBCO module of sanchay software in all HOs (in all SBCOs).
Ensuring proper backup policy & regular backups in external hard discs.
Ensuring proper functioning of Pass book printers.
Supply of Sufficient hardware to all Arrow offices and their timely installation.
Ensuring installation of data extraction tool in all Arrow offices
Ensuring installation of SPARSH software in Internet Kiosks in all Arrow offices.