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Transformation of India Post for Vision 2020 Seminar on Transformation of India Post Public Disclosure Authorized for Vision 2020 Delivering Efficient, Postal, Financial tmd Information Technology Services lvithin the Context of a Commercially TcTiab/e Postal Institution June 15-16, 2005 Public Disclosure Authorized New Delhi Organized by the Department of Posts, "Ministry of Communication and Information Technology, in collaboration with the World Bank with the support of the Swiss Agency for Development and Cooperation Public Disclosure Authorized Volume 2 Presentations October 2005 Public Disclosure Authorized © 2006 The International Bank for Reconstruction and Development/The World Bank 1818 H Street N\X! Washington DC 20433 Telephone: 202-473-1000 Internet: uTv,rw:worldbank.org E-mail: [email protected] All rights reserved. pUIJtlJm:a, 2006 Published for the World Bank l\Iacmillan India Ltd., this book is not for sale through its commercial channels. MACMILLAN INDIA LTD. Delhi Chennai Jaipur Mumbai Patna Bangalore Bhopal Chandigarh Coimbatore Cuttack Guwahati Hubli Hyderabad Lucknow Madurai Nagpur Pune Raipur Thiruvananthapuram Visakhapatnam ISBN 1403 92874 6 Published by Rajiv Beri for .'.facmillan India Ltd. 2/10 Ansari Road, Daryaganj, New Delhi 110 002 Printed at Sanat Printers 312 EPI?, Kundli 131 028 The findings, interpretations, and conclusions expressed herein are those of the author(s) and do not necessarily reflect the views of the Executive Directors of the International Bank lor Reconstruction and Development/The World Bank or the governments they represent. The World Bank does not guarantee the accuracy of the data included 10 this work. The boundaries, colors, denominations, and other information shown on any map 111 this work do not any judgement on the parr of The World Bank concerning [he status of any territory or the endorsement or acceptance of such boundaries. Rights and Permissions The material in this publication is copYrighted. Copying and/or transmitting portions or all of rhis work without permission may be a violation of applicable law. The International Bank for Reconstruction and Development/The World Bank encourages dissemination of its work and will normally grant permission to reproduce portions of the work promptly. For permission to photocopy or reprint any pan of this work, send a request with complete information to the Copyright Clearance Center Inc., 222 Rosewood Drive, Danvers, MA 01923, USA; telephone: 978-750~8400; fax: 978~750-4470; Internet: w'W'W.copyright.com. All other queries on and licenses, including subsidiary rights, should be addressed to the Office of the Publisher, The World Bank, 1818 H Street N\X~ Washington, DC 20433, USA; fax: 202~522-2422; e-mail: [email protected]. Contents Acronyms and Abbreviations v INTRODUCTION 1 I. Brief Overview of India Post - Status, Services, Strengths and Weaknesses 2 1. Welcome Address 2 2. Output from the last seminar and objectives of this semmar 3 3. Overview of India Post and perspective on challenges ahead 5 4. Opening Address 8 5. Key Note Address: Vision 2020 and India Post 10 II. India Post: Restructuring and Modernisation (International Experiences) 14 6. The Changing World of Postal Services 14 7 Modernization of a postal network, example of Deutsche Post \Vorld Net 19 8. Role of technology for postal systems and challenges for India 25 9. Open Discussions and Questions 30 10. Modernising Postal Communications Services and Logistics: The Operations of Deutsche Post World Net 31 11. Experiences from La. Poste 38 12. Summing up 45 13. Transformation of Indian Bank into profit making customer focused business 47 14. Discussion 52 15. Breakout Session: Postal Sector Restructuring and New Business Opportunities, Scope of dSO, '\farket Liberalisation, New Business Opportunities and J"'","')U,-" 53 III. India Post: Delivery of Services and Key Enablers 55 16. Postal Financial Services for Anywhere Anytime Banking 55 17. Financial Services for Postal Operators-international experiences and relevance to India 69 18. Financial and Retail Network Solutions 70 19. Summing up 76 20. Opportunities for India Post providing E- Government Services to Rural Populations 80 21. Using the Indian Post Office Network for Micro Finance Services 84 22. Break out Session: Financial Services and Technology, Application to India Platform Requirements, Extent and Cost Benefits of Counter Automation 87 IV. India Post: Strategic Action Plan 90 23. Applying lessons from international and domestic experiences 90 V. Conclusion 91 24. Closing Address 91 VI. List of Participants 93 Acronyms and Abbrevia'tions ADSL Asymmetric Digital Subscriber Line ALM Asset Liability Management ARCEP The French Telecommunication and Posts Regulator (Autorite de Regulation des Communications Electroniques et des Postes) ATMs Automated Teller Machines BPO Business Process Outsourcing BSNL Bharat Sanchar Nigam Limited CBI Central Bureau of Investigation CD Credit Deposit CEE Central and Eastern Europe CEO Chief Executive Officer CII Confederation of Indian Industry CMD Chairman cum Managing Director CDMA Code Division Multiple Access DPAG Deutsche Post AG DPWN Deutsche Post World Net ED Executive Director EMS Express Mail Service EU European Union GE General Electric GM General Manager GSM Global System for Mobile Communication HDFC Housing Development Finance Corporation HR Human Resource HRM Human Resource Management ICRA Investment Information & Credit Rating Agency IDA International Development Agency IDBI Infrastructure Development Bank of India IP India Post ISP Internet Service Provider IT Information Technology MBA Master of Business Administration MFls Micro Finance Institutions MIS Management Information System MoU Memorandum of Understanding NABARD National Bank for Agriculture and Rural Development NGO N on Governmental Organization NPAs N on Performing Assets NRI Non-resident Indian PCO Public Calling Office PCs Personal Computers PO Post Office PURA Providing Urban Amenities in Rural Areas vi Acronyms and Abbreviations RBI Reserve Bank of India RNBC Residuary Non-Bank Finance Company RRBs Regional Rural Banks SHG Self Help Group SME Small and Medium Enterprise SMS Short Service STD State Trunk Dialing TV Television UPU Universal Postal Union usa Universal Service Obligation USPS United States Postal Service UTI Unit Trust of India VRS Voluntary retirement scheme V-SAT Very Small Aperture Terminal XML Extensible Markup Language INTRODUCTION India Post, with its extensive network of 155,000 post offices and physical presence in both rural and urban areas, is one of the departments in the country. The Department of Posts provides connectivity in terms of mails, money order remittances, pension distribution and is India's largest savings bank, particularly focused on lower income groups with low access to banks and savings institutions. India Post is also an important life insurance provider in rural markets. India Post plays the role of operator and regulator. However, lack of management autonomy, lack of customer focus, poor marketing, the burden of the usa leading to subventions from Government, low levels of investment, inefficient operations and growing competition all affect the functioning of India Post as an operator. Its role of regulator results in a lack of independence in regulation of competition, tariffs and quality of service targets. A particular issue faced by the Government and India Post is the conflict between providing universal service and being a commercial organisation. India Post has launched a number of commercial products to compete with courier providers, one of which, Speed Post, captured 23% market share within a year of introduction. Despite such successes India Post is facing increasing challenges from competition that has led to significant erosion in traditional mail volumes. One of the key reasons for this is a continued focus on provISIon of universal service, which hampers India Post's ability to focus on the needs of key customers. To deal with these issues, the department strongly feels that it needs a clear action plan charting out a precise strategy, balancing short and long term needs, while focussing on the overall growth and development of the organisation. The action plan will also need to take into account the dual role of India Post as a Universal Service Provider and a commercial organisation. The World Bank has been engaged in discussions with India Post and has organised seminars together with the Department of Posts in the last few years. The previous seminar organised by the World Bank was held in November 2002 and the aim of this two-day seminar held in June 2005 is to help further the reform process of India Post. This document contains our summary of the excellent presentations made by various speakers and the deliberations and discussions held. 2 Transformation of India Post for Vision 2020 I BRIEF OVERVIEW OF INDIA POST - STATUS, SERVICES, STRENGTHS AND WEAKNESSES 1. WELCOME AnDRESS Michael Carter, Counto' Director, World Bank Michael Carter, Country Director, World Bank welcomed ali members of the Department of Posts and IJarious other participants from the government, the private sector, Micro Finance InstitutionJ~ etc. His speech is pm'en/ed below. 1 am very delighted to have the opportunity to say just a few words to open the proceedings today in the seminar on "Transformation of India Post for Vision 2020" which has been organized jointly by the World Bank and the Department of Posts with support from the Swiss Agency for Development
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