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.

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