ANNUAL REPORT C O N T E N T S Page No. Chapter 1 An Overview 2

Chapter 2 Organisational Structure 8

Chapter 3 Postal & Mail Operations 14

Chapter 4 Project Arrow 20

Chapter 5 Business Development and Marketing 24

Chapter 6 Financial Services 30

Chapter 7 Insurance 38

Chapter 8 Philately 42

Chapter 9 International Business and Cooperation 46

Chapter 10 IT Modernization Project 56

Chapter 11 Human Resource Development 58

Chapter 12 Financial Management 62

Chapter 13 Vigilance Administration 70

Chapter 14 Public Grievances 72

Chapter 15 Gender Issues 76

Chapter 16 Facilities for Differently Abled Employees 78

Chapter 17 Issues of General Importance 80

Chapter 18 Development activities in North Eastern Region 88

Annexure-1 Audit Observations of C&AG 104

Annexure-2 Result-Framework Documents 2011-2012 108

Annexure-3 Performance Evaluation Report 2011-2012 162

ANNUAL REPORT

LIST OF TABLES

Table No. Page No.

1 Mail Traffic 16

2 Savings Bank Schemes - Profile 30

3 Charges for Remittance for Money Transfer 36

4 Performance of PLI/RPLI 38

5 Rate of Bonus on PLI/RPLI 40

6 Claims Settled in PLI/RPLI 40

7 Revenue and Expenditure for the years 2010-2011 62 & 2011-2012

8 Recovery of Working Expenses on Account of 64 Agency Services in 2010-2011 and 2011-2012

9 Funds Surrendered and Savings during 2011-2012 66

10 Average Cost and Average Revenue of 68 various Postal Services

11 Plan Expenditure in North Eastern Region 88

12 Training in North Eastern Region 88

13 Personnel: Actual strength as on 31.03.2012 96

14 Number of Employees: Scheduled Castes/Tribes 98 as on 31.03.2012

15 Number of Employees: Ex-servicemen, Disabled 98 Ex-servicemen & Women as on 31.03.2012 1 Chapter 1 AN OVERVIEW

1.1 The postal system in India is the quinine and salt in public interest. synthesis of many influences. Its origins 1.3 1854 marks a watershed in the history include elements of systems established of Post in India. On 1st October, 1854, India from the Maurya era and those added by the Post, as we know it today, was born with a British, the Princely States, the District postal skeletal network of 701 post offices under the systems and the Zamindari dak. The British control of a Director General. The Post Office Postal system in India was established by Act of 1854 reformed the earlier postal system, Lord Clive in 1776, and further developed by providing total monopoly to the Government for Warren Hastings, who established the Calcutta the management of the Post Office and vested GPO in 1774. GPOs at Madras and Bombay the exclusive privilege for conveyance of letters. followed in 1786 and 1793 respectively. The The Railway Mail Service was also established Post Office Act of 1837 united the Post Office in 1854, and the sea mail service was introduced organization in all the three presidencies from India to Great Britain and China. into one all-India Service. By 1908, of the 650 princely states, some of which were well 1.4 On 1st October, 1854, the first postage developed with postage stamps of their own, stamp valid across the country was issued 635 states cast their lot with the India Post at an affordable and uniform rate of postage, Office. The remaining 15, including those of fixed by weight and not by distance. For the Hyderabad, Gwalior, Jaipur and Travancore, first time, the common man could use a facility merged only after independence. which included free delivery of letters from door to door - a privilege previously enjoyed only 1.2 The Post Office is universally recognized by Heads of States and State officials. From as a facilitator of communication. The postal this day onwards, the Post Office touched the runner defied all odds - natural calamities, wild life of every citizen. Even though the British beasts, geographical terrain and bandits - in established the Post Office for imperial interest, the discharge of his duties, to earn a place in it became, along with the Railways and the the folklore of every region. However, what Electric Telegraph, one of the great engines of is less recognized is its pioneering role in social development. The Indian Post office Act, retailing a diverse range of services through its 1898 governs the postal services provided by vast network and reach. In the mid nineteenth the Department of Posts today. century, the post office served as facilitator of travel with its conveyance systems, and by 1.5 Department of Posts has touched the lives maintaining the dak bungalows and dak serais. of every citizen, be it through mail, banking, life Mail order services were started with the value insurance, money transfer or retail services. payable service introduced in 1877, while fund As on 31.03.2012, it had a network of 154822 remittances at the doorstep became possible Post Offices in the country, the largest in from 1880 through money order services. With the world, of which 139086 are in the rural the introduction of the Post Office Savings Bank areas. The core activity of the Department is in 1882, banking facilities were accessible to processing, transmission and delivery of mail. all and by 1884 all Government employees Mail is collected from more than 5.62 lakh were covered by the Postal Life Insurance. letter boxes, processed by network of Mail The Post office has even been used to retail Offices and conveyed by rail, road and airlines

2 3 all over the country to reach the addressee. 1.8 Post diversified into many business Similarly, money is moved from sender to and financial activities relevant to people’s receiver through eMO door to door money business and financial needs to ensure its remittance service, iMO Instant Money Order relevance to society. The department went which reaches money in minutes and Mobile to into a mode of exploring new opportunities and Mobile Money Order. The post office has thus developed new services. Business processes evolved as a countrywide service provider. re-engineering and operational efficiency received a lot of attention. While Department 1.6 Postal operations at the post office of Posts continued to be the single largest counter encompass the entire gamut of basic network which touched the lives of many with postal services that include sale of stamps, a plethora of services, reliability and speed booking of registered articles, insured articles, became important service specifications. value payable articles, remittance of money Value for money, multiple delivery channels, through e-money orders, iMO, mobile to access to service at the doorstep, customer mobile money remittance, booking of parcels comfort attained importance. India Post IT and Savings Bank services. Traditionally, Modernization Project 2012 emerged in the these services were being provided at attempt to transform Post into a Technology manually operated counters. Considering the enabled, self-reliant Market Leader. The IT vital need for providing benefits of technology project is expected to bridge the urban-rural to customers, counter operations are now divide by extending the benefit of technology being progressively computerised to provide to the farthest corner of the country and the a greater range and IT enabled services to last mile. India Post IT project is a major the customer from a single window leading to transformational project which will IT enable, prompt and error free services. In this era of network and connect post offices, rolling out economic liberalization, post office is gearing an integrated, scalable technology solution. itself to meet its social obligations like social benefit payments, MGNERGA payments etc. 1.9 Government of India approved the as well as challenges of commercial and IT Modernization Project of the Department competitive environment. The networked and of Posts for computerization of all Post IT enabled post office through its countrywide Offices, Mail offices, Administrative and other network covering the length and breadth of the offices, establishment of IT infrastructure and country is moving to become a Direct Benefit development of software applications in the Transfer provider. 11th Plan. The major thrust of the 12th Plan would be to implement and sustain the IT IT Modernization Project initiatives set rolling in the 11th Plan. 1.7 For a century and a quarter, India 1.10 The 12th Plan would be a period Post was the backbone of the country’s of implementation of new and improved communication with a crucial role in the processes, a new regime of Enterprise country’s socio-economic development. In the Resource Planning, integration and last quarter of the 20th century, developments interlinking of applications, networked access, in the Communication and IT industry moved enhanced productivity, improved functionality at a pace which challenged the relevance of and efficient and cost effective services. the written communication. However, the size Computerized and connected network of post and diversity of the country and the services offices on single integrated platform will also provided ensured that India Post continued to help India Post to retail products and services touch the lives of people in many ways.

4 5 of other service providers viz. Government 1.13 The Department also installed two and non-Government financial institutions, Automated Mail Processing Centres in Delhi Government agencies and Mutual Fund and Kolkata capable of sorting one million mail Houses in the rural and remote areas. pieces per day. The Centre has a Letter Sorting Machine and a Mixed Mail Sorter with Optical 1.11 The IT Modernization Project of character Reader and Video Coding System. Department of Posts has been structured into eight silos. Accordingly, eight RFPs 1.14 The Mail Network Optimization were floated. Contracts have been signed in Project targeted the core business of the 6 RFPs and implementation is in progress. department towards improving the quality of Two more RFPs are in an advanced stage of mail processing, transmission and delivery. finalization. The implementation of the project The speed post, registered mail, first class is scheduled for completion by July 2014. and second class mail network has already being re-designed under the project. The 1.12 Department of Posts has computerized e-governance tool developed for monitoring 24969 Departmental Post Offices to improve the Key Performance Indicators (KPIs) has public service delivery. WAN connectivity, enabled the Department to actively monitor the Data Centre, implementation of Core Banking daily performance of mail processing centres Solution, 1000 ATMs, Net Banking, Mobile and delivery post offices across the country Banking, electronic connectivity and instant and take corrective action. This project has service through computerized environment received the National E-Goverance Award has been planned in 2013 in all Departmental 2012-13 under the category, “Outstanding Post Offices. The rural post offices numbering Performance in citizen-centric service delivery” 1,30,000 will be enabled with finger print by DARPG, Government of India. scanner, debit/smart card reader, bar code- cum-page scanner printer, and hand held 1.15 India Post has partnered with UID in device/notebook which will also double up as delivery of 18.38 crore Aadhar letters. a micro ATM.

6 7 Chapter 2 ORGANISATIONAL STRUCTURE

2.1 The Department of Posts under the Each Circle is headed by a Chief Postmaster Ministry of Communications and Information General. The Circles are further divided into Technology has Minister-in-charge in the Regions comprising of Divisions (Postal/RMS) Cabinet rank with two Ministers of State. which generally correspond to a District. Secretary, Department of Posts, is also the Each Region is headed by a Postmaster Director General, Department of Posts and General. Circles and Regions are supported Chairperson, Postal Services Board. by functional units like Stamp Depots, Store Depots and Mail Motor Service. Planning and Policy Formulation at Headquarters Operational Units

2.2 The Postal Services Board (PSB) is the 2.4 Post Offices in the country are apex management body of the Department of categorized as Head, Sub and Branch Posts. It comprises of the Chairperson and six Post Office. Branch Post Offices are mostly Members. The Joint Secretary and Financial located in rural areas and manned by Gramin Advisor (JS&FA) is an invitee to the Board. Dak Sevaks. The Sub Post Offices are The functional definition of six Members of the Departmental offices located in both rural and Board are Personnel Management, Postal urban areas. Head Post Offices are located Operations, Technology & Financial Services, in important towns and cities mostly at district Postal Life Insurance & Fund Management, level. Human Resources Development, and Planning. The Board is assisted by JS&FA, Army Postal Service Corps and Secretary, Postal Services Board. The three Chief General Managers viz, Business 2.5 Apart from these 22 Circles, there is a Development & Marketing, Postal Life separate wing called the Army Postal Service Insurance and Mail Operations and Deputy (APS) to take care of the postal needs of the Directors General, Directors and Assistant Armed Forces. The APS is designated as a Directors General provide necessary support separate Circle called the Base Circle. It is to the Board. headed by the Additional Director General, Army Postal Service in the rank of Major Postal Circles General. Officers’ cadre of Army Postal Service is drawn on deputation form the Indian Postal 2.3 The Postal network of the Country is Service. Nearly 75 percent of the other ranks divided into 22 Postal Circles for administrative of the Army Postal Service are also drawn from convenience. Circles are generally co- the Department of Posts and the remaining terminus with a State with a few exceptions. personnel are recruited by the Army.

8 9 10 11 12 13 Chapter 3 POSTAL & MAIL OPERATIONS

Postal Network for the purpose in order to fulfill Universal Service Obligation. 3.1 India has the largest Postal Network in the world with 1,54,822 Post Offices (as on 3.4 Annual target for opening of Post 31.03.2012) of which 1,39,086 (89.84%) are in Offices was allotted since the inception of the the rural areas. At the time of independence, scheme for expansion of the Postal Network there were 23,344 Post Offices, which were under Five Year Plan. Plan support was primarily in urban areas. Thus, the network also available earlier for recurring and non- has registered a seven-fold growth since recurring cost of new Post Offices during Independence, with the focus of expansion the Plan period in which they are opened. primarily in rural areas. On an average, a The strategy for expansion of the network Post Office serves an area of 21.23 Sq. Km. has undergone modifications since th 10 Plan and a population of 7817 people. and the manpower requirements for opening of new Post Offices are met only through 3.2 Expansion of Postal Network in the redeployment of existing resources. In order country, especially in rural areas, has been to meet the requirement of developing urban addressed mainly through opening of Extra agglomeration and villages not covered by Departmental Post Offices and on a smaller PO’s, a franchise scheme has been developed. scale by opening Departmental Post Offices. The Extra Departmental Post Offices function 3.5 During current financial year for a period ranging three to five hours per 2012-2013, opening of 50 SOs and 80 BOs day. These are manned by Gramin Dak (by relocation/redeployment), 250 Franchise Sewaks who are paid Time Related Continuity Outlets and provision of basic infrastructural Allowance for the services rendered. On the equipment to 14,700 BOs has been targeted. other hand, the Departmental Post Offices function for a period of eight hours and are Mail Volume manned by regular departmental employees. 3.6 Comparative statistics of mail traffic 3.3 Post Offices are opened subject to handled during 2011-2012 as compared to distance, population and income norms fixed previous year is given in Table-1.

14 15 TABLE 1 Mail Traffic (in Million) 2010-2011 2011-2012 Increase/Decrease (in %age) Registered 177.9 191.1 7.42 Unregistered 6157.6 5778.7 (-) 6.15 Premium Product * 282.7 402.0 42.20 TOTAL 6618.2 6371.8 (-) 3.72 * Speed Post and Express Parcel Post .

Mail Network Optimization Project (MNOP) Speed Post articles is available on Department of Posts website for a majority of articles. As 3.7 Department of Posts had initiated a a result of the initiatives undertaken as part project called “Mail Network Optimization of the Project, the transit time (time between Project” (MNOP) in 2010 to improve the quality booking and delivery) for Speed Post has of mail processing, transmission and delivery. improved across the network. The project involved consolidation and optimization of the erstwhile mail network of 3.10 Online tracking facility has been Department of Posts with a view to streamline introduced for Registered mail also. A core mail operations. It also sought to bring Quality Measurement Programme has been in greater standardization and improvement undertaken for unregistered mail in order to in the operational processes relating to mail improve the quality of unregistered services. processing, transmission and delivery. Setting up of Automated Mail Processing 3.8 The operational networks for Speed Centres Post, First Class and Second Class mail have since been restructured into a hub and spoke 3.11 The Department has set up Automated network model. Operational processes have Mail Processing Centres (AMPCs) in Delhi and been redesigned in order to simplify operations Kolkata in order to expedite mail processing. and improve efficiency. These Centres are equipped with a Optical Character Recognition (OCR) – Video Coding 3.9 An online performance monitoring System (VCS) based Letter Sorting Machine system has also been developed. The online (LSM) and a Mixed Mail Sorter (MMS) each track and trace system for Speed Post has with the sorting speed of 35000 and 18000 been strengthened and end-to-end status of items per hour respectively. The enhanced

16 17 sorting capacity and mechanized processing 3.15 The MMS is responsible for operation facility expedited sorting and faster delivery of and maintenance of 1293 mail motor mail in these cities. vehicles out of which 206 are CNG propelled environment friendly vans in Mumbai, Delhi 3.12 The Department plans to set up similar and Ahmedabad. There are 96 MMS Units centres in Mumbai, Chennai, Hyderabad and throughout the country to operate the fleet of Bangalore in near future. motor vehicles, out of which 17 MMS Units are having full-fledged workshops. Remotely Managed Franking Machines 3.16 The MMS vehicles covered 32.75 3.13 In the wake of evolution of advanced million Kms. for conveyance of mails during technology in the franking system allowing the year 2011-2012. The utilization of vehicles inkjet digital printing with more security increased by 7.12% i.e. 2.178 million Kms. like generation of 2D bar code, creation of over the previous year. electronic support system facilitating remote setting of meters of machine, eliminating 3.17 Nine (9) additional vehicles were human intervention and flow of data from procured during 2011-2012 under the scheme franking machines to the Server, Remotely for improvement of Postal Services in NE Managed Franking Machines were introduced and J&K Circles. 49 condemned vehicles of w.e.f. 16.08.2010 with migration plan to replace various circles were also replaced during the all Electronic Franking Machines of private Financial Year. users by 30.06.2013. Till 31st December, 2012, 5607 Remotely Managed Franking Machines for private users and 74 by the Department are licensed for use. The Department plans to meet its requirement of Remotely Managed Franking Machines during the 12th Plan Period.

Mail Motor Services (MMS)

3.14 The Mail Motor Services of the Department plays an important role in intra-city transmission of mail between mail offices, TMOs, Airports and Post Offices. The Mail Motor Service thus forms the back- bone of mail-transmission and is one of the most critical elements in our endeavour to improve the quality of mail transmission and delivery.

18 19 Chapter 4 PROJECT ARROW

4.1 ‘Project Arrow’, a scheme operating in customer satisfaction- cleanliness, since 2008 was extended to 18600 Post public forms, CCC, citizen charter. Offices in 2012-2013 by adding 3039 Post Offices for improvement and monitoring of  Targeted improvement in Ambience “Look core operations. Under ‘Look & Feel’, 780 and Feel”: Post Offices were taken up for upgradation of infrastructure and ambience by providing  Branding - Ensure uniform brand Information boards & signage, customer hierarchy service counters, customer writing ledges, storage cupboards, customer waiting benches,  Technology - To enable all post offices hall and counter lights and standardized to provide ICT enabled services branded colour schemes for walls and floors etc. The total number of post offices covered  Human Resource - Enhancement of under ‘Look & Feel’ so far is 2500. operational and soft skills of the staff

Components of the Project  Infrastructure - Standardization of interiors and exteriors aimed at 4.2 This project has two components: ‘Get branding for easier visibility. the Core Right’ and ‘Look and Feel’.

 Targeted improvement in “Core Activities”: Advantages from the Project

4.3 The project has the following advantages:  Mail delivery - Delivery on the day of receipt  upgrade appearance of Post Offices  Savings Bank - Reduction in under ‘Look & Feel’ to establish a transaction time at counters branded identity;

 Remittances - Delivery of Money  simple and fast money transmission Orders on the day of receipt through web based remittance services;

 Office Service Level - Improvement  reduce waiting time at the counter by

20 21 improving efficiency through induction  formation of “Local Citizens’ Forums” for of IT and soft skills training to the staff; evaluation of the performance of Post Office;

 improve percentage of mail sent out  online public grievance handling and for delivery on the day of receipt; timely settlement of complaints;

 improve percentage of mail  development of customer friendly dispatched to other offices; environment in the public hall through proper signages, writing  100% signature scanning of Savings ledge, citizen’s charter and adequate Bank accounts in phase I to IV Post availability of forms in the Post Office; Offices and up to 97% in Phase V Post Offices;  improve delivery by reducing missent and sent back articles; and  faster transactions at counters & timely settlement of all deceased claim,  sustainability of the project and high account transfer and account closure performance ensured by monitoring request received in the Post Office; through Video Conferences.

22 23 Chapter 5 BUSINESS DEVELOPMENT AND MARKETING

5.1 Department of Posts, with its vast network Passenger Reservation system (PRS) of Post Offices, continuously strives to be a customer-service-centric organisation. The Post 5.3 Under this scheme railway tickets are Office as a one stop shop, provides a range sold through 218 Post Offices. of postal, saving bank, money remittance and utility services to the customers and thus offers Sale of Gold Coins convenience and affordability at the door step of 5.4 In association with Reliance Money the common man. In addition to meeting its social Infrastructure Limited (RMIL) & World Gold obligations, Department of Posts with an aim to Council, India Post sells 24 carat Gold Coins generate revenue, has introduced a number of of the denomination of 0.5 g, 1 g, 5g, 8g, 10g, business products and services like Retail Post, 20g and 50g through 1160 Post Offices . ePost, ePayment, ePost Office, Speed Post, Express Parcel Post, Logistics Post, Business UIDAI enrolment Post, Aadhaar enrolment etc. To provide a greater impetus to these business activities, Department 5.5 Department of Posts is working as a of Posts set up Business Development and Registrar of UIDAI for Aadhaar enrolment Marketing Directorate in order to provide a better through Post Offices. Subsequent to the focus on marketing and business growth. Business successful completion of phase-I of the UIDAI Development and Marketing Directorate is headed project, the residents in 18 States/UTs are by a Chief General Manager. Dedicated Business proposed to be enrolled for Aadhaar numbers Development and Marketing Divisions have also in the Phase II of the project. It facilitates been created in the Circles, Regions and Divisions. the general public in getting enrolled for the Aadhaar in the neighbourhood Post Offices. Retail Post India Post has also delivered 18.38 crore 5.2 Retail Post leverages the vast retail delivery Aadhaar Cards on behalf of UID agency. network of the Posts. Some of the collaborative ePost service arrangements worked out are payment of utility bills like electricity, telephone etc., selling of 5.6 ePost provides electronic transmission application forms of AFMC, Universities etc., address of messages which may include text messages, verification of LIC and Gas companies. MOU has also scanned images, pictures etc and their delivery been signed between India Post and National Stock is effected as hard copies at the destination Exchange for installation of LCD TVs in select post through postman/delivery staff, as ordinary mail. offices for creating financial awareness among the ePost service is divided into two types – ePost public. Department of Posts also provides services Retail and ePost corporate. ePost corporate on agency basis. These include:

24 25 is availed by Government Departments and 1986 to provide fast and time bound delivery organizations on the one-to-many analogy i.e. service between seven major cities in the same massage to a large clientele to multiple country. Today the network is pan-India and addresses at their premises. covers the entire country. ePayment 5.10 Speed Post offers time bound and assured delivery of letters, documents and 5.7 ePayment is a facility offered by the parcels weighing upto 35 Kgs across the Department of Posts for accepting payment of country. Delivery norms are fixed taking into utility bills, examination fees or other payments to account the fastest available transport mode meet the many to one requirement. The amount between the stations. Speed Post is managed collected is consolidated electronically in a web as a Business service with commercial based central server online and the information approach in its operations and management. is available to the ePayment biller at any time. 5.11 Internet based track & trace system is Payment is made by one cheque centrally. available for Speed Post. Under this system, the customer can find out the status of his ePost Office article/ consignment online by logging on to 5.8 ePost Office portal offers selected Department’s website www.indiapost.gov.in. postal and allied services to its customers 5.12 Speed Post revenue has shown a growth through internet. This is also being developed of 20.15% in 2011-2012 over previous year. as eCommerce portal of India Post. The ePost Office service is availed at the web address Value additions under Speed Post www.epostoffice.gov.in. The Customer may register himself / herself on the ePost Office 5.13 In order to meet the needs of the customer Portal to avail the service through ePost Office the following value added services are provided: portal. Payment can be made on the portal  using Debit or Credit Card. Following services Book Now Pay Later (BNPL) can be availed through the portal:  Free pick-up

 Sale of philatelic stamps  Premium Delivery Centers

 Payment of Insurance premia of PLI  Volume based discount

 RTI application fee and eCommerce (to  Tracking of Speed Post articles be launched shortly) Direct Post Speed Post 5.14 Direct Post is a cost effective direct 5.9 Speed Post service was introduced in mail product for un-addressed articles. Direct

26 27 mail can be defined as ‘printed matter usually parcels upto 35 Kgs. within India through carrying a sales message or announcement surface transport for both corporate customers designed to elicit a response from a carefully and retail customers. With a view to providing selected consumer or business market’. It is a convenient payment facility to the customer, the most potent medium for direct advertising. Express Parcel Post Deposit Account facility Direct mail can be both addressed as well was introduced in October 2010. as un-addressed. Direct Post is the un- addressed component of the Direct Mail and Logistics Post consists of un-addressed postal articles like letters, cards, brochures, questionnaires, 5.18 Logistics Post offers customers a pamphlets, samples, promotional items like range of integrated logistics and fulfillment CDs, Coupons, posters, or any other form of services that can be tailor-made to suit the printed communication that is not prohibited by requirements of the customers. This service the Indian Post Office Act, 1898. includes order processing, warehousing and door-to- door distribution. With Logistics Post, Business Post distribution task is made easy and efficient for 5.15 For most of the businesses, printing of the customers. There is no maximum weight their letters and documents, preparing them limit whereas minimum weight limit is 50 kg for for mailing (by addressing, folding, inserting, an article. enveloping, sealing and franking) and mailing them are an essential but non-core 5.19 Logistics Post manages the entire activity. They can outsource these activities distribution chain of the logistics customer from to an organisations like India Post which has collection to distribution, from storage to carriage expertise in this core area. The premailing and and from order preparation to order fulfillment. mailing services offered by India Post have been branded Business Post. As a product, Delivery of UIDAI Aadhaar letters Business Post has shown a tremendous growth, and its client list boasts of some of the 5.20 UIDAI has been given the mandate to best names in the corporate world of India. issue unique identification cards to all Indian residents. The Department of Posts has been Media Post closely associated with UIDAI in this mission. MoU was signed between the Department 5.16 Media Post offers a range of advertising th mediums such as postal stationery, postal of Posts and UIDAI on 13 April 2010 for premises etc. In addition to this, advertising delivery of “Aadhaar” letters. The magnitude opportunities are given to the customers of work relating to delivery is immense. The through services like Direct Post, ePost etc. Department of Posts has risen to the occasion to fulfill its commitment. Till December 2012, Express Parcel Post 18.38 crore Aadhar letters have been delivered by the Department. 5.17 Express Parcel Post carries sending

28 29 Chapter 6 FINANCIAL SERVICES

6.1 Department of Posts operates Small Savings Accounts, Recurring Deposit (RD), Savings Schemes on behalf of Ministry of Time Deposit (TD), Monthly Income Scheme Finance, Government of India. Post Office (MIS), Public Provident Fund (PPF), National Savings Bank (POSB) has a customer base of Savings Certificate (NSC) and Senior Citizens more than 260.16 million account holders other Savings Scheme (SCSS). The outstanding than Zero Balance accounts as on 31.03.2012. balance under all National Savings Schemes Savings Bank facility is provided through a network of 1.54 lakh Post Offices across the and Saving Certificates in Post Office is over country. ` 6056974.27 million as on 31.3.2012. The profile of the Savings Bank Schemes and 6.2 The Post Office Savings Bank operates Saving Certificate is as under:

TABLE - 2 SAVINGS BANK SCHEME: PROFILE (AS ON 31.03.2012) Name of Schemes Number of Outstanding Balance Accounts (` In million) 1. Saving Accounts 115825520 340684.26 2. RD Accounts 85921440 626624.77 3. TD Accounts 9424638 273893.70 4. MIS Accounts 24260438 2052866.18 5. NSS Accounts (87 & 92) 373471 44679.62 6. PPF Accounts 2345861 359915.61 7. Sr. Citizens Saving Scheme (SCSS) 1217620 267629.92 8. Cumulative Time Deposit 314882 67.15 9. Fixed Deposit 21000 241.98 10. MGNREGA* 43978080 - 11. MSY Accounts 3748128 40.57 12. Total (1 to 11) 287431078 3966643.76 13. NSC VIII 550693.69 14. KVP 1539636.82 15. Total (13+14) 2090330.51 16. Grand Total (12+15) 6056974.27 *Outstanding balance of MGNREGA accounts is included in Saving Accounts.

30 31 Core Banking Project February, 2011 and in principle approval has been given by Hon’ble MOC&IT for financial 6.3 The Core Banking project is part of viability and road map. A Consultant is in the India Post IT project, 2012 and aims place for the DPR on Post Bank of India. to bring in various IT solutions with the required IT infrastructure in the Post Offices. Instant Money Order (IMO) India Post plans to implement core banking in all departmental post offices by 2014. 6.6 Instant Money Order (IMO) is an Banking Solution Mobile Application will be online domestic money transmission service provided in hand-held devices/netbooks that intended for instant money remittance. This are to be supplied to the rural offices. The service enables the customer to receive project will bring in facilities of ATM banking, money in minutes from any of the Post Offices Internet Banking, Mobile Banking and Phone providing IMO service. The user of the service Banking to the Post Office Savings Bank can send amount from ` 1000 up to ` 50000 customers. It enables POSB customers to in one transaction. Money will be disbursed perform transactions 24X7 through ATMs and to the payee at any of the IMO Post Offices in to transfer money from their account to any India. IMO service can be availed from 13934 bank account through National Electronic locations across the country. Fund Transfer (NEFT) and Real Time Gross Retailing of Mutual Funds Settlement (RTGS).

6.7 The post office is playing an important 6.4 Department of Posts has engaged a role in extending the reach of the capital market Financial Services System Integrator (FSI), of the country, also provide the common man for implementing Core Banking Solutions and easy access to market based investment installing ATMs. The project has commenced options. Presently, Mutual Fund products of on 28.9.2012. CBS will be rolled out in UTI MF are being retailed through over 2000 pilot Post Offices by May, 2013 and in all Post Offices. 30 Mutual Fund Products of UTI departmental Post Offices by June, 2014. are retailed through Post Offices. Post Bank  Ujjawal Bhavishya Campaign 6.5 A study for designing roadmap for  UTI Children’s Career Plan setting up a Post Bank was awarded to Administrative Staff College of India in 2010-  UTI Mahila Unit Scheme 2011. Study report was submitted by ASCI in

32 33  UTI Retirement benefit Pension Fund citizens. Subscribers (any Indian Citizen) in the age group of 18 to 55 can join NPS and  UTI Wealth Building-II contribute till the age of 60. These pension contributions are invested in various schemes  Equity Oriented Scheme of different Pension Fund Managers appointed  UTI Dividend Yield Fund by PFRDA. The Subscriber’s contributions will be invested as per preference of the  UTI Opportunities Fund Subscriber. Under this Scheme, any subscriber who intends to open a pension account will be  UTI Master Share provided the facility at all Head Post Offices in the country. 6.8 All the above products of UTI Mutual Fund are also being retailed as Systematic Mahatma Gandhi National Rural Investment Plan (SIP). Employment Guarantee Scheme

International Money Transfer Service 6.11 Mahatma Gandhi National Rural Employment Guarantee Act came into force 6.9 The service enables instant on 7th September, 2005. As per Para 31 of international money remittances to customers Schedule II of MGNREGA Act 2005, payment in India. Remittances sent from across 205 countries can be paid out to the customer on a of wages are required to be made through real time basis. India Post has been operating individual or joint saving accounts of the this Service in association with Western Union MGNREGA workers opened in banks or post through 7251 Post Offices across the country offices. and MoneyGram through 2500 locations. 6.12 Starting with Andhra Pradesh in In the current financial year, 1520467 and 2005, the MGNREGA wage disbursement 34851 transactions respectively in respect through post office Savings Bank is currently of Western Union & Money Gram, totaling ` 29442.5 million and ` 1168.9 million have operational in 19 Postal Circles of the country been paid out. (except Delhi, J&K and Tamil Nadu Circles). As on 30th December 2012, nearly 55.70 million New Pension Scheme MGNREGA accounts stand in Post Offices and wages amounting to nearly ` 10065 crore 6.10 India Post is a point of presence for have been disbursed to beneficiaries through the New Pension System (NPS) for common 97709 Post Offices across the country.

34 35 6.13 Seventeen (17) officials of Department mobile phone has been initiated in collaboration of Posts from 10 Circles (including 12 Branch with BSNL. The service was launched on 15th Post Masters, 3 Inspector Posts, 1 Assistant November, 2012 in four Circles viz. Kerala, Superintendent of Posts and 1 Superintendent Bihar, Delhi and Punjab. The service is provided of Post Offices were awarded Rozagar Jagrukta in 18 selected Post Offices in each Circle. After Puraskar 2012-2013 for implementation of review, the service would be launched country- MGNREGA in 2013. wide. Under the scheme, a remitter can go to any MMTS enabled Post Office and remit an Money remittance through Mobile Phone amounts ranging from ` 1,000 to ` 10,000. The Services Slabs for money transfer and remittance fee 6.14 A new service money remittance through are as under:

TABLE - 3

CHARGES FOR REMITTANCE FOR MONEY TRANSFER Slab for money transfer Charges for remittance ` 1000 to ` 1500 ` 40 ` 1501 to ` 5000 ` 70 ` 5001 to ` 10000 ` 100

Collection of Data for Computing Rural India Post is thus playing a crucial role in Consumer Price Indices providing infrastructural support to enable the concerned government departments to design 6.15 Price Indices have been designed and and implement policies to improve the well calculated at regular intervals to estimate being of the citizens of India. inflation and trends in the price movements, so that appropriate and adequate policy 6.16 The Branch Postmasters (BPMs) instruments may be designed and implemented. concerned collect prices of 185 to 292 In order to calculate and disseminate the commodities from the local market as per Consumer Price Index, data is being collected schedule fixed for each village. for 1,181 villages through Branch Postmasters (BPMs) throughout the country every month.

36 37 Chapter 7 INSURANCE Postal Life Insurance MCI etc., joint ventures having a minimum of 10% stake of Central/State Govt./PSUs and 7.1 Postal Life Insurance (PLI) introduced employees engaged/appointed on contract in 1884, is the oldest life insurance scheme basis by Governments where the contract is operating for benefit of the Government and extendable. Rural Postal Life Insurance (RPLI) semi Government employees. Initially meant Scheme was introduced in 1995 for inclusion of only for the Postal employees, today it caters to rural populace and to extend insurance cover employees of the Civil and Military personnel with special emphasis on weaker sections and of the Central and State Governments, Local women workers. Bodies, Government aided educational institutions, Universities, Nationalized Banks, 7.2 Maximum sum assured limit of PLI Autonomous institutions, Public Sector has been raised from ` 10 lakhs to ` 20 lakhs Undertakings of the Central and State and in RPLI from ` 5 lakhs to ` 10 lakhs from Government, employees of organizations January 2012. such as Scheduled Commercial Banks, Credit Co-operative Societies, Deemed Universities 7.3 The status of PLI/RPLI Funds as on and Educational Institutes accredited by 31.03.2012 and the business procured during recognized bodies such as NAAC, AICTE, the year 2011-2012 is as under:

TABLE - 4 PERFORMANCE OF PLI/RPLI Name of No. of Policies Sum Assured Aggregate No. of Aggregate Sum Plan procured Active Policies Assured (` in million) (` in million) PLI 482423 132881.5 5006060 765913.3 RPLI 2714856 90889.9 13547355 697541.7

7.4 Net accretions to Post Office Life 7.5 PLI offers the following types of Policies:

Insurance Fund (POLIF) and Rural Post Office (i) Whole Life Assurance (Suraksha) Life Insurance Fund (RPOLIF) are being (ii) Convertible Whole Life Assurance invested in Government securities etc. as per (Suvidha)

IRDA guidelines since 4th November, 2009. (iii) Endowment Assurance (Santosh)

38 39 (iv) Anticipated Endowment Assurance (iii) Endowment Assurance (Gram Santosh) for 15 and 20, Years (Sumangal)

(v) Joint Life Endowment Assurance (iv) Anticipated Endowment Assurance (Yugal Suraksha) for 15 and 20, Years (Gram Sumangal)

(vi) Children Policy (Bal Jiwan Bima) (vi) 10 years RPLI (Gram Priya) 7.6 RPLI offers the following types of Policies: (vii) Children Policy (Bal Jiwan Bima) (i) Whole Life Assurance (Gram Suraksha)

(ii) Convertible Whole Life Assurance 7.7 The bonus for continuing PLI and RPLI (Gram Suvidha) policies has been declared at the following rates:

TABLE - 5 RATE OF BONUS ON PLI/RPLI Plan Rates of Bonus per Rupees thousand sum assured per annum Whole Life Assurance Endowment Assurance Anticipated Assurance PLI as on ` 85 ` 60 ` 55 31.03.2010 RPLI as on ` 65 ` 50 ` 47 31.03.2009

7.8 The claims in respect of PLI and RPLI policies settled during the year 2011-2012 are as under: TABLE - 6

CLAIMS SETTLED IN PLI/RPLI Details PLI RPLI No. of Claims 162266 74781 Amount paid (` in millions) 12184.8 2486.4

7.9 All operations of PLI & RPLI have been policy including claim settlement are done online. computerized. On procurement of proposals from 7.10 The National Data Centre is the customers, the data is entered on a networked repository of all information on PLI/RPLI. It is system and uploaded in the National Data connected to all the Circle Offices, Regional Centre being maintained by NIC. All continuing Offices, Divisional Offices and Head Post transactions are also uploaded to the National Offices and data transfer is done through Data Centre. All transactions upto maturity of the Broadband connectivity amongst these offices.

40 41 Chapter 8 PHILATELY

Postage stamps expenditure in manufacture, and are printed in large quantities over longer periods. The 8.1 Postage stamp, which began as a second, are designed and printed with greater piece of paper in token of receipt of postage, aesthetic inputs. They are manufactured in has assumed new dimensions. It is a mode limited quantities and generate great interest of commemorating, celebrating and promoting among philatelists and collectors. national heritage and events. It is a brand image of a Postal Administration and a statement of 8.3 The philatelic activities of the sovereignty of a nation. After Independence, Department include: the medium of postage stamps was initially used to highlight the country’s achievements  Design, printing and distribution of in science and technology as well as its socio- special/commemorative postage stamps; economic development by depicting themes like the Five Year Plans, Steel Plants, Dams,  Design, printing and distribution of etc. Subsequently, the country’s rich cultural definitive postage stamps and items of and natural heritage was showcased and postal stationery like Envelope, attractive stamps were issued in thematic sets Inland Letter Card, Postcard, on art, architecture, crafts, maritime heritage, Aerogram, Registered Cover, etc. science, technology, defence and cinema. Great leaders of national and international  Promotion of Philately and conduct standing have also been honoured with of Philatelic Exhibitions at the commemorative stamps. Personalities, who have made contribution in areas like painting, national level and participation in literature, science, music, social upliftment international exhibitions as well as etc. have also been honoured. monitoring of exhibitions at State/ Regional and District levels; and 8.2 In keeping with their dual character as a “Token of Postage” and as “Cultural  Maintenance of the National Philatelic Ambassador”, there are two categories Museum, Delhi. of stamps. The first is meant for day-to- day use as a token of payment of postage Policy on Philately on mail articles. These incorporate less complicated design inputs, entailing minimum 8.4 A Philatelic Advisory Committee (PAC)

42 43 advises the Government of India on the annual issues related to philately and its promotion. programme for issue of commemorative The Committee chaired by the Minister-in- stamps. Every year, the Department of charge, comprises official members from the Posts receives a large number of proposals Department of Posts and Economic Affairs as for issue of stamps from various sources well as non-official members by nomination. including Members of Parliament and State The non-official members are drawn from Legislative Assemblies, State Governments among the Members of Parliament, noted and other Public & Private Organisations/ philatelists as well as eminent personalities Institutions as well as individuals. The from the field of art, archaeology, design, Committee examines these proposals on photography, media and academia. the basis of rules governing philatelic value of the stamps, and recommends the annual 8.5 During the year 2012, a total of 47 stamps issue programme after taking into stamps and 4 new designs of ‘My Stamps’ in account the capacity to print and sell. The 35 issues comprising commemorative/special PAC also examines and recommends policy postage stamps were released.

44 45 Chapter 9 INTERNATIONAL BUSINESS AND COOPERATION

9.1 Matters relating to International through elections and consisting of member Business and Cooperation of the Department countries. The Committees consider various of Posts are coordinated by the International proposals and submit reports to the plenary Relations and Global Business Division. meeting which are put to vote by member These include multilateral transactions among countries. designated postal operators of different countries under the ambit of the Universal 9.4 The 25th Congress of the Universal Postal Union (UPU), bilateral discussions Postal Union (UPU) was held at Doha (Qatar) with designated postal operators, business from 24th September to 15th October, 2012. relations with designated and private postal Around 2200 delegates from 192 members operators and activities focused on realization including plenipotentiaries participated in this of revenue from international business. meeting. Shri Sachin Pilot, MoS (C&IT) led the delegation and participated in the Ministerial India at the Universal Postal Union Session at the Congress on 8th October, 2012. He addressed the delegates on the 9.2 India is one of the earliest active role of Posts in social and financial inclusion. members of the Universal Postal Union (UPU), Secretary (P) and Member (Technology) also a specialized agency of the United Nations, participated in the Congress. having its headquarters at Berne, Switzerland. The Union is responsible for ensuring efficient 9.5 India has been an active member of operations of international postal services two permanent bodies of the UPU viz. the throughout the world. The UPU also aims at Council of Administration (CA) and the Postal promoting international cooperation in this Operations Council (POC). The membership sphere and regulates the entire gamut of of the POC can be held continuously, if elected. international postal affairs through its various The membership of the CA is however allowed bodies and multilateral agreements. for two consecutive terms i.e. eight years. India was elected to the CA during the Geneva 9.3 The main bodies of the UPU are: (i) The Congress in 2008 and was eligible to contest Congress (ii) The Council of Administration again at Doha Congress, 2012. India won (CA), (iii) The Postal Operations Council (POC), the election at the 25th UPU Congress held at (iv) The Consultative Committee and (v) The Doha to both the CA and the POC. International Bureau. India Post is currently a member of CA and POC. The Congress is the 9.6 For the first time, India has become supreme body of the UPU and is composed of the co-chair of the Committee on UPU the representatives of all member countries. Finance and Human Resource Management The work of the Congress is carried out in the CA. India has been again entrusted with through nine different Committees constituted the responsibility of co-chairing the Postal

46 47 Financial Services Committee of the POC. approved by the Board of Trustee of the QSF. India will chair the newly created IFS User Group (USB) which would be created as a Asian Pacific Postal Union Cooperative and the Knowledge Development & Training Group under E-Services Committee 9.9 DDG (IR&GB) participated in the in the POC. Asian Pacific Postal Union Executive Council (APPU-EC) held in Hong Kong from 14th to Quality of Service Fund (QSF) 18th May, 2012. APPU is a Restricted Union which is affiliated to the Universal Postal Union 9.7 The QSF has been set up under the with a membership of 32 countries. It aims ambit of the UPU to finance projects aimed to facilitate postal exchange in the Region at improving the quality of postal services and promote cooperation in postal services in beneficiary countries. The Board of of member countries. India plays a leading Trustees comprising 9 elected members from role in the affairs of the APPU as a member different geographical regions of the World is of Finance Committee and Governing Board responsible for appropriate distribution and of the Asia Pacific Postal College. The next approval of projects that merit QSF funding. APPU Congress, a quadrennial event, is India is one of the nine elected members of proposed to be hosted by India at New Delhi the BoT. in September, 2013. 9.8 Under QSF, the following two projects Bilateral/Multilateral Matters are currently under process: 9.10 India has been at the forefront of  Quality Improvement in Inquiries for providing economic and technical aid to the International Inbound Registered Mails: The project aims to ensure time bound response postal organizations of the Least Developed to inquiries regarding inward international Countries (LDC) group in the form of awarding registered mail. Offices of Exchanges i.e. Delhi, training fellowships, contributing to the pool of Mumbai, Chennai, Kolkata and Sub Foreign experts and consultancies whenever required. Post Office, Kochi will be covered under this In recent years, India has made notable project. The project has been approved by the efforts for induction of technology by providing Board of Trustee of the QSF. software for counter automation to LDC postal operators. Recently, Government of India has  Quality Improvement in Processing of announced fully funded training programme International Inward Registered Mails : This on postal management for African & SAARC project aims at improved online visibility of countries. inward international registered letters in India. It will cover four major offices of Exchange 9.11 A four member delegation led by i.e. Delhi, Mumbai, Chennai, Kolkata and Secretary Posts visited Lahore, Islamabad one Sub Foreign Post Office, Kochi and a and Karachi from 22nd to 25th July, 2012 to few monitoring offices. The project has been discuss bilateral matters with Pakistan Post.

48 49 Study Visits of Foreign Postal Delegations 9.15 Following the announcement, a proposal for India to join the proposed SAPU 9.12 India Post hosted delegations from was submitted to the Cabinet and was Bhutan Post and Nigeria Post who visited approved in their meeting of 16.11.2011. India in September and December, 2012 An adhoc Secretariat for the SAPU was established in New Delhi, India with an interim respectively to learn about the best practices Secretary General on 25th July, 2012. The adopted by India Post to promote financial training Programmes at Rafi Ahmad Kidwai inclusion. The study tour of Bhutan Post National Postal Academy for participants from delegation was funded by Bill and Melinda the SAARC member States commenced in Gates Foundation. Interactions were arranged 2012. with PLI, Rural Business and Financial Services Divisions of the Postal Directorate Formation of South Asian Postal Union (SAPU) and senior officials of the Reserve Bank of India. The delegation from Nigeria Post held 9.16 SAPU, conceptualized and initiated by interactions with the FS, RB and Technology Department of Posts, India, is a Restricted Union under the aegis of the UPU which Divisions of the Postal Directorate and the will promote cooperation among Postal officials from UIDAI and the Reserve Bank Administrations of South Asia and improve of India to learn about the various financial postal services in the region. It will be a inclusion initiatives in India which may be body under the SAARC umbrella comprising replicated. postal administrations of Afghanistan, Bhutan, Bangladesh, Maldives, Nepal, Pakistan, Sri 9.13 A delegation from Sri Lanka Post Lanka and India. visited India in January, 2013 to study the postal automation achieved by India Post. 9.17 A three member delegation led by Interim The delegation visited the Automated Secretary General, SAPU held discussions Mail Processing Centre (AMPC) in New with the SAARC Secretariat and Nepal Postal Administration on the proposed activities of Delhi. SAPU on 18th to 21st November, 2012.

th 9.14 At the XVII SAARC Summit at 9.18 The Preparatory Conference of the Maldives in November 2011, the Hon’ble South Asian Postal Union (SAPU) was held at Prime Minister of India commended the New Delhi from 18th to 19th December, 2012. postal administrations of the SAARC All member countries of the SAPU participated countries for agreeing to establish SAPU in the conference. The main objective of the and stated that India would be happy to conference was to discuss the Constitution host the adhoc Secretariat for the Union, and General Regulations drafted by the Adhoc and to sponsor training courses at the SAPU Secretariat. The Conference also discussed the proposed budget of SAPU and Postal Staff College in India (now RAK the contribution formula applicable to member NPA) to train up to ten SAARC officials countries. The SAPU Secretariat, its structure per year. and staffing were also discussed.

50 51 9.19 Among the major decisions taken were: Cambodia from 21st to 22nd November, 2012. The meeting emphasized the need for member  Resolution to set-up the Permanent countries to work together on e-commerce, Secretariat of SAPU at New Delhi marketing technology, international remittance, etc. India Post presented an over  Resolution to hold the 1st Congress of view of its Transformation and Modernization SAPU in 2013 at New Delhi. Programme which include key initiatives like process re-engineering, automation of mail International Business initiatives processing centres, establishment of Call Centers, establishment of a national address 9.20 Under the guidance of Hon’ble database management system and creation of MOC&IT, the International Relations and a strong ICT backbone for postal operations. Global Business Division has initiated steps for formation of new business structure to manage International Parcel and Express Services and promote the emerging and premium services of India Post. The new structures so 9.24 Parcel exports and imports in packet- evolved are expected to be faster and more sized shipments have seen a spurt in recent flexible in decision making and will bring in years. The Department of Posts has responded modern practices of management, operations, to this trend by revamping its portfolio of marketing and customer care. International products in tune with the current demands of the market. Enabling tracking of 9.21 During the year, the Department of international parcel and express shipments Posts succeeded in harnessing Information through the International Postal System (IPS) Technology to modernize its cross border has provided value addition to these services. services in money remittances, mail, parcel The Department of Posts has launched a and express by using global platforms like the quality improvement programme for the International Postal System, the International delivery of Expedited Mail Services (EMS) Financial System and EUROGIRO. shipments coming into the country. A second initiative in the Express Segment has been the 9.22 Business visits by delegations from widening of the network of WorldNet Express USPS, La Poste Group, Swiss Post, Ghana (premium, express) Service, now available at Post, Bhutan Post, Post NL (Netherland), 500 Post Offices across the country. Saudi Post, Nigeria Post, Sri Lanka Post, Japan Post, Fed Ex., Lufthansa, EUROGIRO International Remittance Services were made during the period. India hosted the IFAD workshop where delegations from 9.25 India Post is offering a portfolio of 13 countries, experts from the UPU and the remittance services from customer to customer. Regional Coordinator of APPU participated. These include instant money transfer on the Western Union platform & MoneyGram, MO 9.23 A two member delegation attended the Videsh Service through Eurogiro Network and Asean Post Business Meeting at Siem Reap, electronic money orders on the International

52 53 Financial System (IFS), the last being a 9.27 In this regard, a Regional Workshop collaborative platform among postal operators. of UPU-IFAD on Development of Electronic India Post has recently launched the money Postal Payment Services in Asian Countries order service between India and France. India was held at Hanoi, Vietnam from 4th to 6th Post is also actively supporting the efforts of the December, 2012 which was attended by two UPU to set up worldwide systems for money remittances and payments that are accessible member delegation of India Post led by DDG and affordable to common man. A dedicated (Technology). unit called the International Remittance Unit (IRU) has been set up at the CEPT, Mysore 42nd Letter Writing Competition, 2013 to provide technical and operational support to the money remittance services on the IFS and 9.28 The Universal Postal Union Letter EUROGIRO platforms. writing Competition, held annually, has become a global institution over the years. 9.26 India has joined a project jointly funded by the UPU and the International Fund for The Department of Posts hosted this Agricultural Development (IFAD) to provide competition in India. The competition aims access to remittance services (within the to promote the art of letter writing and tries framework of postal payment services) in to enhance the capability of school going underserved Regions of the world. The children in literary composition. The world- project aims to achieve this by applying new wide letter writing competition has also helped technologies through postal network. This will to improve awareness of the young generation contribute to the financial inclusion of rural remittance beneficiaries. Rural population as about the role of Post Office as an agent of well as migrants and the families of the 10 communication in the society. The 42nd Letter participating countries from the Asia-Pacific Writing Competition was held on 6th January, Rregion stand to gain from the project, which 2013. will provide access to secure and affordable money transfer services.

54 55 Chapter 10 IT Modernization Project

10.1 The Government has approved the completion of this project, the Department of Department of Posts’ IT Modernization Project Posts shall emerge as an engine to transform with a total outlay of ` 4909 crore in November, the rural economic landscape in the country 2012. The IT Modernization Project aims at besides providing value-added mail and financial modernization and computerization of all post services to the urban customers. The project is offices in the country including more than scheduled to be completed by mid-2014. 130000 Branch Post Offices in rural areas. It is an ambitious IT transformation project 10.2 The Department of Posts has a network undertaken by the Department of Posts. By of approximately 155000 Post Offices out setting up an IT infrastructure spanning across of which 133000 are Rural Branch Post all Post Offices and Branch Post Offices in rural Offices. The transformation from physical to areas, the Department will be able to harness digital network will enable the Government the benefits of consolidated information and to use the postal network for communication, capabilities across various functional silos as banking, insurance, mails and service delivery well as geographical reach. The transformation needs of the citizens. The IT Modernization from physical to digital network will provide Project, particularly the rural ICT solutions will a national asset for all users apart from rebuild the rural postal network to create an Post Offices including various Government institutional last mile infrastructure for delivery Departments, business houses and citizens to of all government services to citizens. The use the IT enabled country wide network for project will make the post office the focal point communication, banking, insurance and service of delivery of social security and employment delivery needs. The project will create national guarantee schemes including disbursement asset of 155000 networked Post Offices. This of wages under MGNREGS Schemes of the mega IT driven transformation is the first of its Centre and State under Direct Benefit Transfer, kind undertaken by any postal operator in the will provide biometric authentication of financial world as well as any Government Department transactions ,provide multiple channels like in the country. It involves development of scale ATM, mobile banking, net-banking for savings able, integrated and modular software covering bank customer. It will provide an electronic and all operations of the Department of Posts secure mode of money transfer particularly in including Post Office Savings Bank, Postal rural areas. Life Insurance, Mail Operations, establishment of the required IT Infrastructure including Data 10.3 The Post is poised to play an important Centre, WAN Networking of the Departmental role in the society bridging the urban rural divide Post Offices, development of Rural Information and bringing IT-enabled services to all sections Communication Technology (Rural ICT) in rural of the society through 155000 IT-enabled Post Offices and providing rural Post Offices post offices. The reduction of paper-based with handheld devices which are Aadhaar processing would enable an environmentally enabled and will also act as micro-ATMs. Upon sustainable greener Post Office.

56 57 Chapter 11 HUMAN RESOURCE DEVELOPMENT

11.1 Department of Posts being a service 11.3 A number of training programmes on delivery organization needs a workforce that operational matters and postal technology were is well informed and responsive to customers’ conducted. The number of officials trained as needs. In the changing scenario of IT enablement, computer literacy is essential on 31.12.2012 were 48,600 (including Gramin for service delivery. Thus, there is a need to Dak Sevaks). have focused and well planned training and development programmes aimed at change New Initiatives acceptance by administrative, operational and finance personnel. Department has framed Postal Training Policy, 2012 in conformity 11.4 The following are the new initiatives in with the National Training Policy, 2012 of training: Government of India. The key objective of Postal Training Policy is “Training for All” at  Thirty one (31) officials from Group the entry level and three mid-career Training C, Group B and Group A cadres were Programmes at specific intervals for all cadres/ categories of staff. deputed for training at Asian Pacific Postal College, Bangkok (APPC) in Training Infrastructure 8 different programmes. Besides, 19 officers/officials including the 11.2 The Department has well established Postmasters of the best performing training infrastructure. The following training Project Arrow Post Offices in Circles institutes take care of the training needs of the Department: were deputed for training at APPC, Bangkok.  Rafi Ahmed Kidwai National Postal Academy (RAKNPA) at Ghaziabad –  Rural Entrepreneurship Program for higher managerial cadres. (REP) for Gramin Dak Sevaks  Postal Training Centres at Darbhanga, (GDSs) has been launched by Guwahati, Madurai, Mysore, the Department of Posts. The Saharanpur and Vadodara – for Programme has been launched as a operative staff and Inspector cadres. pilot in 7 Circles viz Assam, Gujarat, Karnataka, Maharashtra, Rajasthan,  240 Workplace Computer Training Centres Tamil Nadu & Uttar Pradesh Circles (WTCs) at Circles (including 5 Zonal Training Centres of the Postal Accounts Wing). for a total of 2000 GDSs.

58 59  The One year REP programme has officers of various Central Government been divided into six modules and the Departments and PSUs, in areas of study material has been translated and common interest. printed in English, Hindi and Regional  languages of the pilot Circles/States. It has organized three international The classroom teaching for Module I & training programmes on behalf of II has been completed in all the 7 pilot Ministry of External Affairs viz. on Circles. The entire Pilot Project will be Leadership Development for the ITEC/ completed by end 2013. SCAAP Nations, Mail Accounting for SAARC countries and Leadership  Rafi Ahmed Kidwai National Postal Development for the IAFS Division. Academy (RAKNPA) is the apex  training institute, recognized by the Workshops in new areas like, DOP&T as a Central Training Institute. Direct Cash Transfer, FSI Business The Academy imparts induction as well Process Design, Public Procurement as in-service training to the Officers Awareness and Management of Indian Postal Service and other Development Programmes for the managerial cadres of India Post. It senior postal officers were also also imparts training to managers of conducted at RAKNPA during 2012. Foreign Postal Administrations and to

60 61 Chapter 12 FINANCIAL MANAGEMENT

12.1 The Department of Posts provides postal received from other Ministries/ Departments as services to the public through a country-wide Agency charges (recoveries) was ` 4586.40 network of post Offices. Besides providing postal million. Gross working expenditure for the year services, post offices perform agency functions 2011-2012 was ` 141639.10 million against the like Savings Bank, payment of pension, sale previous year’s expenditure of ` 137936.69 million of Cash Certificates, UID Registration, Sale of (i.e. an increase of about 2.68 %). The increase Mutual Funds, International Money Transfer etc. was mainly due to payment of Dearness Allowance/ on behalf of other Departments of the Government Dearness Relief and payment of pensionary of India/ other Organizations. charges etc. In spite of the increase in salaries and pensionary charges, deficit of the department 12.2 Total revenue earned including is ` 58059.23 million in comparison to the previous remuneration for SB & CC work during the year year (2010-2011) deficit of` 63456.16 million i.e. a 2011-2012 was ` 78993.47 million and the amount deficit reduction of ` 5396.93 million.

TABLE - 7 REVENUE AND EXPENDITURE (for the years 2010-2011 & 2011-2012) (` in million) Particulars Actuals Actuals % age Inc(+)/ 2010-2011 2011-2012 Dec(-) over previous year Revenue Sale of Stamps 6143.07 6630.33 7.93% Postage Realised in Cash 23149.5 22776.17 -1.61% Commission on Money Orders and 4005.45 4907.79 22.53% Indian Postal Orders etc Remuneration for Savings Bank/ 35627.67 43040.80 20.81% Saving Certificates Work. * Other Receipts 697.63 1638.38 134.85% Total Revenue 69623.32 78993.47 13.46% Expenditure General Administration 7337.29 7860.10 7.13% Operation 88789.81 87199.52 -1.79% Agency Services 4005.57 4235.99 5.75% **Others 37804.02 42343.49 12.01% Total Gross Expenditure 137936.69 141639.1 2.68% Less Recoveries 4857.21 4586.40 -5.58% Net Expenditure 133079.48 137052.70 2.99% Deficit (Net Exp - Revenue) 63456.16 58059.23 -8.50% * This includes service charges retained by the Department of Posts from sale of Passport Application Form, Passport Fee Stamps, Central Recruitment Fee Stamps, receipts from other Postal Administrations etc. Sale of stamps includes sale of Postage stamps, service stamps. ** This includes expenditure on Audit and Accounts, Civil Engineering, Amenities to staff, Stationery and Printing etc.

62 63 TABLE - 8 RECOVERY OF WORKING EXPENSES ON ACCOUNT OF AGENCY SERVICES IN 2010-2011 AND 2011-2012 (` in million) Sl. Head of Account Actuals Actuals No. 2010-2011 2011-2012

1 Payment of Coal Mines and EPF/Family 131.18 101.95 pension and misc services (DOT/BSNL/ MTNL)

2 Payment of Railway Pension 73.60 76.10 3 Postal Life Insurance 3816.09 3896.27 4 Customs Duty Realisation 19.48 20.35 5 Comm. on a/c of International money 625.24 234.15 transfer Western Union Scheme

6 Others * 191.62 257.58 Total 4857.21 4586.40

* This includes Commission on sale of Non-Postal stamps of Delhi Administration, Recoveries from Army Postal Service Accounts and other Government Departments etc.

12.3 The revenue of the Department are in the the deficit of the Department was ` 58059.23 form of ‘Recoveries’ and ‘Revenue Receipts’. million against the previous year’s deficit of The item ‘Recovery’ mentioned in Table 8 ` 63456.16 million i.e. it has shown decrease represents the amount of commission earned of 8.50%. by the Department for Agency functions done on behalf of other Departments and organizations 12.4 The funds made available by the and ‘Revenue Receipts’ are on account of Ministry of Finance for ‘Working Expenses’ sale of postal articles, commission on money and ‘Capital Outlay’ during the year were orders and Indian Postal Orders, receipts from appropriately utilized during the year. Surplus other premium services, remuneration for funds were surrendered in time to the Ministry Savings Bank and Saving Certificates etc. The of Finance. This appreciable achievement was revenue of the Department are on the lower made possible by effective budgetary control side in comparison to the working expenses and monitoring the progress of expenditure on incurred. During the financial year 2011-2012, monthly basis.

64 65 TABLE - 9 FUNDS SURRENDERED AND SAVINGS DURING 2011-2012 (` in million)

Nature of Budget Suppl. Total Actual Excess(+)/ Amount Savings / Expenditure Estimate Grant/ Expenditure Saving (-) Surrendered/ Excess Re-app. Re-app. 3201 Working 134621.30 2415.60 137036.90 141639.10 4602.20 19.90 4622.10 Exp 2552 Prov. 602.30 0.00 602.30 0.00 -602.30 0.00 -602.30 For the Development of North East Region

Total Working 135223.60 2415.60 137639.20 141639.10 3999.90 19.90 4019.80 Exp. 5201 Capital 4946.00 96.20 5042.20 2102.29 -2939.91 385.10 -2554.81 Exp. 4552 Prov. 235.20 0.00 235.20 0.00 -235.20 0.00 -235.20 For the Development of North East Region

Total Capital 5181.20 96.20 5277.40 2102.29 -3175.11 385.10 -2790.01 Total Working 140404.80 2511.80 142916.60 143741.39 824.79 405.00 1229.79 Exp +Capital Exp

Capital Outlay Services and 6.99% on Mail Motor Vehicles and others. The value of gross Capital on fixed 12.5 The expenditure on fixed assets in the assets rose by ` 2102.29 million at the end of year 2011-2012 was ` 2102.29 million, of which the year. The net progressive fixed asset value 7.94 % was on Land and Buildings, 85.07% on up to the end of the year was ` 27254 million. Mechanization and Modernization of Postal

66 67 Cost of Services TABLE-10 AVERAGE COST AND AVERAGE REVENUE OF VARIOUS POSTAL SERVICES (Figure in Paise) Sl.No. NAME OF SERVICES 2010-2011 2011-2012 COST REVENUE COST REVENUE 1 Postcard 749.43 50.00 734.68 50.00 2 Printed Postcard 751.33 600.00 736.88 600.00 3 Competition Postcard 753.01 1000.00 706.72 1000.00 4 Lettercard 741.89 250.00 729.03 250.00 (Inland Letter) 5 Letter 818.02 1032.72 790.24 968.37 6 Registered Newspaper- 931.00 99.00 884.47 56.00 Single 7 Registered Newspaper- 2025.57 104.00 1792.84 153.00 Bundle 8 Book Post - Book Pattern 922.81 819.56 886.23 666.14 & Sample Packets 9 Book Post-Printed Books 1363.90 416.89 1258.80 311.19 10 Book Post - Other Periodicals 1169.64 1546.38 1083.97 861.61 11 Acknowledgement 653.25 300.00 639.05 300.00 12 Parcel 4809.86 4101.51 4352.15 3581.87 13 Registration 4184.23 1700.00 4111.62 1700.00 14 Speed Post 5368.37 2755.65 5056.39 2295.51 15 Value Payable Post 2767.54 418.26 2834.73 454.58 16 Insurance 12470.85 9277.09 13032.93 26856.47 17 Money Order 9349.75 4224.11 8667.14 6299.78 18 Indian Postal Order 3892.86 391.77 3540.14 272.64 12.6 In order to have a comprehensive, technological upgradation. The costing system scientific and advanced costing system devised will form the basis for periodical in Department of Posts, a consultant was review, strategy and pricing decisions related engaged to design the costing system based to important policy/management/operational/ on the principles of Activity Based Costing. The financial matters. It will gather information, design part of the project has been completed analyse it and generate reports for various and accepted by the Department and the purposes/users and serve as the basis for same is to be incorporated in the ongoing decision making in postal circles also.

68 69 Chapter 13 VIGILANCE ADMINISTRATION

13.1 The Department of Posts has in functions are discharged by the head place a full-fledged vigilance set up, at of unit, viz. Chief Postmaster General, its headquarters at New Delhi, headed by Regional Postmaster General and the Secretary (Posts) who is assisted by Divisional Heads, as part of their overall the Deputy Director General (Vigilance) duties and responsibilities. and Chief Vigilance Officer (CVO) of the Department. The CVO acts as the Special 13.3 As a part of preventive vigilance, Assistant to the Secretary in all matters the CVO arranges regular and surprise pertaining to vigilance and provides a link inspections of sensitive offices, reviews and between the Department of Posts and the streamlines procedures, which appear to Central Vigilance Commission (CVC). The afford scope for corruption or misconduct, CVO is assisted by a Director (Vigilance), initiate measures for prevention and detection three Assistant Directors General and one of corruption in the Department and its field Desk Officer at the Headquarters. CVO is offices. also assisted by an Investigation Wing and a Central Checking Squad for investigation 13.4 An Action Plan for identification of into loss and fraud cases, checking leakage Corruption Prone Areas and their mitigation of revenue and other vigilance related has been drawn up which is being matters. implemented in operative and administrative offices. 13.2 At the Circle, Regional and Divisional levels, vigilance related

70 71 Chapter 14 PUBLIC GRIEVANCES

14.1 An updated Citizen’s Charter containing to improper handling by an employee, action all three components viz. service standards, under Departmental rules is taken against grievances redressal mechanism and service the employee at fault. During such inquiry, delivery capabilities was formulated and shortcomings in the service are also addressed. placed in the public domain www.indiapost. Implementing Sevottam Complaint gov. in in July 2011. The charter was revised in Grievance Redressal Mechanism (GRM) January 2012. It contains the vision, mission, introduction to the organization, purpose of 14.4 In 2003, the Department developed Citizen’s Charter, postal services and facilities a web-based system to interconnect its for the customers, postal products and services, Customer Care Centres to redress grievances delivery standards and customer expectations, with the objective of systematic handling complaint redressal mechanism, liability of the and quick redressal of public grievances. organization and administrative set up. The web based IT enablement has been able to ensure better interactive control and Evolved Sevottam Complaint Citizen’s Charter monitoring besides providing data access at 14.2 The system of acceptance/receipt of all levels. A thorough review of the web based complaints in the Department of Posts is readily Computerized Care System was attempted accessible to the public. Each Post Office and the system has been made Sevottam works as the receiving point for complaints. compliant with dynamic features and better The Department has also introduced the monitoring and control at all levels. facility for customers to register complaints 14.5 The modified version of Computerized online at its website www.indiapost.gov.in Customer Care Centre (CCCC) software from the year 2001. has been made operational. The new 14.3 The Department has a well laid down system has been designed keeping in view procedure for handling service related public the requirements for making the Grievance grievances. A monitoring mechanism to ensure Redressal Mechanism of Department quality of services and prompt redressal of public of Posts Sevottam – compliant. New grievances is in place. Steps have been taken features such as automatic generation of to strengthen the customer care infrastructure acknowledgement; escalation of unresolved in the Department through IT enablement. complaints to next higher administrative level All complaints are looked into at all levels for better monitoring and quicker redressal; (Post Office, Division, Region, Circle and HQ differentiation of complaints into minor, major Directorate). An enquiry is initiated to redress or critical; automatic generation of reply to the grievances and if any loss has occurred due the complainant on completion of inquiry;

72 73 provision for feedback of complainant; etc Certification for implementing `Sevottam- a have been incorporated in the new CCCC service delivery excellence model` for its system. Presently 13,433 Computerized retail outlet. New Delhi GPO was awarded Customer Care Centers (CCCCs) have certification under IS 15700: 2005 which was been established in the Post Offices, Speed valid for three years. Sevottam licence for New Post Centres and Divisional/Regional/Circle Delhi GPO was renewed for another three years Headquarters across the country for online upto July 2014. Further 78 post offices have exchange of information amongst all the units been selected for obtaining Quality Certification for speedy redressal of public grievances. At under above standards during the current year present, 151 Computerized Customer Care and the certification work is in progress. Centres are functioning in the North East Circle and 460 Computerized Customer Care 14.8 As a matter of policy, it has now been Centres are functioning in Assam Circle. The decided to pursue implementation of ISO 9001: network covers all Head Post Offices in the 2008 and an action plan has been formulated country with the objective of providing easy for attaining certification under ISO 9001: and speedy access to information and help 2008. One office/unit under the Department required by the customer, apart from the is being selected for certification under ISO redressal of grievances. 9001: 2008 in the first phase. 14.6 Department of Posts is also operating Public Grievances Central Public Grievance Redressal and Monitoring System (CPGRAMS) of PG Portal to handle 14.9 During the year 2012-2013 (April 2012 complaints received in DAR&PG, Department to December 2012), total 7,85,746 public of Public Grievances (DOPG), President’s grievances were handled. A total of 6,37,723 Secretariat. Cases registered by Posts consumers cases were settled during the period of report, are processed in this system which is accessible which covers 81.16% of the total grievances at the website www.pgportal.gov.in. Postal handled. Circles are created as subordinate organizations and in many Circles, Regions and Divisions have Implementation of Right to Information Act, 2005 also been created as users for online handling of 14.10 CAPIO module developed by NIC for use grievances. Assam Circle is using this system and of the Department has been made functional in North East Circle - Arunachal, Manipur, Mizoram, in 4707 Post Offices. Offices selected under Nagaland, Agartala, Meghalaya and Dharmnagar Project Arrow are being authorized to act as Divisions have been created as subordinate Central Assistant Public Information Officers organizations of the North East Circle to monitor and redress the grievance online. (CAPIOs) in addition to the existing ones. Besides, the Department has appointed 952 Implementation of Sevottam CPIOs to implement Right to Information Act, 14.7 India Post has got the IS 15700: 2005 2005 in the Department of Posts.

74 75 Chapter 15 GENDER ISSUES

15.1 The Department of Posts is committed  Financial assistance is provided to the social objectives of Gender Equality to CPLO (Central Postal Ladies and Justice by ensuring equal participation Organization) and its subordinate of women at the highest levels of decision- organizations in the Circles at the rate of making in the Department. ` 35000 and ` 25000 p.a. respectively.

15.2 Gender sensitization themes have  Financial assistance is provided to been incorporated in every training module to creches @ ` 6000 p.a. in respect of inculcate the element of social responsibility non-recurring expenditure and ` 2950 in men and women towards creating an p.m. as recurring grant. equitable, enabling and gender sensitized work place.  Financial assistance in form of non- recurring grant of ` 5000 p.a is provided 15.3 By providing support services like to Tailoring Centres. creche facility, the Department strives to provide a conducive working environment for 15.5 To prevent and address sexual women employees. harassment of women, a committee under the chairmanship of Director (Postal Operations & 15.4 Department of Posts has the following Inspection) with two other members has been women specific programmes: set up in the Directorate.

76 77 Chapter 16 FACILITIES FOR DIFFERENTLY ABLED EMPLOYEES

Schemes/Policies run by the Department upto ` 29790 p.m. are eligible to get annual of Posts for the benefit of persons with scholarship. disabilities 16.3 Orthopedically challenged employees 16.1 The Department of Personnel and Training are eligible for the following financial assistance has fixed 3% reservation under Section 33 from the Welfare Fund: of PWD Act in respect of Direct Recruitment vacancies to Group A, B, C and D for persons a) A differently abled employee is entitled to with disabilities as per the following criteria get reimbursement of the amount spent on in the identified posts (i) 1% reservation for purchase of Mechanized Tri-cycle subject to a persons suffering from blindness or low vision limit of ` 2000. (ii) 1% reservation for persons suffering from b) A differently abled employee can claim an Hearing impairment (iii) 1% reservation for amount of ` 15,000 or 50% of the cost of a persons suffering from locomotor disability or Motorized Tri-cycle whichever is less, from the cerebral palsy. 3% of the vacancies in case of Circle Welfare Fund as financial assistance. promotion to Group ‘D’ and Group ‘C’ posts in If the same employee applies for the grant of which the element of direct recruitment, if any, scooter advance, his or her case is considered does not exceed 75% posts, shall be reserved sympathetically on priority basis. for persons suffering from (i) blindness or low vision, (ii) hearing impairment and (iii) c) Actual 2nd Class Railway fare from the locomotor disability or cerebral palsy in the place of duty to the Artificial Limb Centre posts identified for each disability. Persons and back is also reimbursable from the who acquire disabilities after entering into Welfare Fund in cases of differently abled Government Service are also given the benefit employees for provision of artificial limbs if of reservation in services as per the instructions such reimbursement is not admissible from of Department of Personnel and Training. any other source. 16.2 Out of the available funds under 16.4 Transport charges and Hostel/Mess scholarships and other educational schemes subsidies (in lieu of Transport charges) is allowed of the Department of Posts, 3% of the to physically challenged /mentally challenged/ scholarships are earmarked for physically visually impaired/hearing and speech impaired handicapped/mentally challenged children children of postal employees studying from 1st of postal employees, apart from the grant of to 12th standard @ ` 100 p.m. in ‘A’ class cities scholarship which is available to the regular and ` 80 p.m. in ‘B’ class cities respectively. students. Under this scheme, physically challenged /mentally challenged/visually 16.5 Blind Literature packets weighing up to impaired/hearing and speech impaired 7 Kg are transmitted free by the Department children of postal employees drawing pay of Posts.

78 79 Chapter 17 ISSUES OF GENERAL IMPORTANCE

Staff Relations is the Chairperson and Secretary (Posts) is the Vice Chairperson of the Board. There is an 17.1 The Department endeavored to maintain executive committee at the Headquarters for harmonious and meaningful relations with the guiding and controlling the day to day welfare Staff Federations and Service Associations. activities in the Department. The Member Periodical meeting with FNPO and NEPE (HRD) is the Chairman of the Executive Committee at the Headquarters. At the Circle 17.2 Secretary (Posts) granted meeting level, the Head of the Circle is the President of to both the recognized Federations viz. the Circle Welfare Board. The 11th Meeting of Federation of National Postal Organization Postal Services Staff Welfare Board (PSSWB) (FNPO) and National Federation of Postal was held at New Delhi on 16.05.2012. Employees (NFPE), on 29.11.2012. Fruitful discussions were held in a congenial 17.6 The Board receives grants-in-aid atmosphere and many of the issues of both for welfare activities from the Consolidated the Federations were resolved. Fund of India. Voluntary contributions from JCM Standing Committee Meeting the staff are also arranged by the field formations. The funds of the Welfare Board 17.3 JCM Standing Committee Meeting was held are utilized for extending financial assistance on 18.12.2012 under the Chairmanship of Secretary to the employees in cases of illness, death (Posts). Amicable discussions were held between and natural calamities. This is also used JCM Members and officers of the Department. 18 for granting educational scholarships to items were closed during the meeting. meritorious children of the employees, giving subsidy for excursion trips, and granting JCM (Departmental Council) Meeting support to physically challenged staff and 17.4 JCM (DC) Meeting was convened their children. Welfare Board Fund is also on 28.12.2012 under the chairmanship of used in running vocational training centres Secretary (Posts). Various new issues raised and crèches, organizing sports activities and by JCM Members were discussed. supporting the office recreation clubs etc.

Staff Welfare 17.7 During the financial year 2011-2012, ` 29.69 million were allocated to the Circles 17.5 The Postal Services Staff Welfare Board for implementing welfare activities. In the has been set up at the HQ, which controls all the welfare related activities including promoting year 2012-2013 (up to 31.12.2012), ` 12 sports and cultural activities for the employees million were allocated to Postal Circles for of the Department. The Minister of State (C&IT) implementing welfare activities.

80 81 Sports amount of ` 10.26 million has been allocated to the Circles for organizing Sports activities. 17.8 The Postal Sports Board has been set up at the HQ which controls all the sports related Medical activities of the Department. Secretary (Posts) is the Chairperson of the Postal Sports Board. 17.12 As a welfare measure, Department Member (HRD) is the Vice Chairperson of the of Posts is running 52 Postal Dispensaries Postal Sports Board. At the Circle level, the Head in 45 cities/towns in various parts of the of the Circle is the President of the Circle Sports country. These Dispensaries extend outdoor Board. The 21st meeting of the Postal Sports treatment facilities to the eligible beneficiaries. Board was held on 05.06.2012 at Hyderabad. Employees as well as Pensioners of Department of Posts and Department of 17.9 The objective of the Postal Sports Telecom are entitled to get medical facilities Board is to promote sports activities in through these Postal Dispensaries, wherever the Department. The Postal Sports Board such facilities are available. In places, where receives allocation from the Central Welfare Postal Dispensaries are not available, the Fund. During the year 2011-2012, a total of employees of the Department can avail 12 Sporting Events and one Cultural Meet comprehensive health care facilities from were organized. All India Postal Tournaments CGHS Dispensaries wherever available or were conducted in Football, Chess, Cricket, from the Authorized Medical Attendant. Athletics, Basketball, Carrom, Badminton, Kabaddi, WL/PL/BP, Hockey, Table Tennis 17.13 During this year, limit for purchase and Wrestling. During the year 2012-2013, of medicines per card holder has also been ` ` six Sporting Events have been held upto increased from 2500 to 3500. 31.12.2012. 17.14 As per the recommendations of VIth 17.10 Department of Posts organized Pay Commission, a proposal for merger of 19 the prestigious 3rd India Post Cup Cricket Postal Dispensaries in 12 cities where CGHS also exist, has been sent to Ministry of Health Tournament. It was held at Jadhavpur and Family Welfare. Ministry of Health and University Grounds, Kolkata from 06.02.2012 Family Welfare is actively considering the to 10.02.2012. In this event, six teams, merger of Postal Dispensaries with CGHS in namely, India Post, Services (Combined), consultation with the Department of Posts and Indian Income Tax, Comptroller & Auditor Department of Expenditure. General, Customs & Central Excise and BSNL participated. Indian Income Tax were the Postal Buildings Champions and BSNL were the Runners-up. 17.15 The Department of Posts has an 17.11 During the Financial Year 2011-2012, an obligation for providing Universal Postal amount of ` 17.08 million was allocated to the Service to the public which interalia includes Postal Circles for organizing Sports activities. access to a post office within reasonable In the year 2012-2013 (up to 31.12.2012), an distance. The diverse functions of a Post

82 83 Office necessitate proper designing and Official Language (OL) development of the workplace according to specific needs of each office. 17.20 In pursuance of the policy of the Central Government, Department of Posts has been 17.16 Accommodation for all Post Offices making sustained efforts to ensure optimum except Extra Departmental Post Office known use of Hindi in official correspondence and as Gramin Dak Sewa Kendras is provided by day to day administrative work at all levels. the Department for managing the operations of the postal network. Construction of buildings 17.21 The meeting of the reconstituted Hindi in Department of Posts is executed through Advisory Committee of the Department of Postal Engineering Wing. The Department Posts was organized under the chairmansip has 4501 Departmental buildings and 22348 of Hon’ble Minister of Communications & IT, Departmental staff quarters as on 31-03-2012. Shri Kapil Sibal on 21st August, 2012. There are 20239 rented buildings all over the country. 17.22 In order to effectively monitor the progressive use of Hindi in the offices of the 17.17 Construction work of 14 Post Office Department, Official Language Implementation buildings, 1 administrative office building and 3 committees are functioning in the headquarters staff quarter projects (10 quarters) was completed as well as in the subordinate offices. during the period from April, 2012 to February, 2013. Construction work of 3 Post Office buildings 17.23 The OL Branch promoted and and 1 administrative office building is expected to propagated various incentive schemes to be completed by March 2013. encourage use of Hindi. It nominated officials Scheduled Castes/Scheduled Tribes/Other for imparting training under the Hindi Training Backward Caste Scheme and also familiarized all the Sections of the Department of Posts functioning at the 17.18 The inspection of Reservation Rosters Headquarter Office, Circle Headquarters and of Scheduled Castes/Scheduled Tribes/Other other concerned offices of DOP with the OL Backward Castes is being carried out according Act, Rules, instructions issued there under for to the annual calendar. Reservation Roster their compliance and for achieving targets fixed Registers of Delhi/Bihar/Rajasthan and A.P by the Department of Official Language in their Circles were inspected during the year 2012. Annual Programme for the year under review.

Representation of SC, ST, Ex-Serviceman 17.24 The second Sub-Committee of the and Women Committee of Parliament on Official Language 17.19 As on 31.03.2012, there were 36690 monitors the implementation of OL Policy in SC, 15184 ST, 1570 Ex-servicemen, 37 the offices of the Department. During March Disabled Ex-servicemen and 34994 Women 2012 to December 2012, the second Sub- employees in various grades in the Department Committee of Parliament on Official Language (see Table 14 and 15). carried out inspection of 4 offices.

84 85 17.25 Hindi Fortnight was observed from 1st to Comprehensive Implementation of end-to- 14th September, 2012. A Hindi workshop was end e-procurement also organized along with other competitive activities to promote Hindi during the fortnight. 17.29 Ministry of Finance, Department Hindi typing competition on computer (Unicode of Expenditure has introduced mandatory supported font) was organized on 12.12.2012 publication of all tenders, tender enquiries, and the winners were awarded cash prize. corrigendum and award of contract etc. Hindi workshop was organized on 19.12.2012 on the Central Public Procurement Portal by Ministries/Departments with effect from and 23 officials took part in this workshop. 1.1.2012. Later on Department of Expenditure Outsourcing of Conducting of Recruitment instructed all the Departments/Ministries Examinations on Turnkey Basis to implement comprehensive end-to-end e-procurement. All the Departments/Ministries 17.26 Department of Posts decided to conduct are required to commence e-procurement in the departmental examinations on revised respect of all procurements with estimated pattern and new syllabus through outsourcing value of ` 10 lakh or more in a phased manner. on turnkey basis and made an agreement 17.30 Department of Posts has initiated in February, 2011 for a period of two years. e-procurement with effect from August, 2012 and Subsequently, the term of the agency has its subordinate offices will start e-procurement been extended upto May 2013. from the month of February, 2013.

17.27 The agency conducted four examinations 17.31 Department of Posts has been publishing during 2012-2013. The examinations for PS all the tenders on Central Public Procurement Group ‘B’ and Postmasters Grade I were Portal. held on 03.06.2012. Lower Grade Officers (LGO) examination was held on 16.9.2012. Solar Power Green Energy Initiatives The examination for Inspector of Posts was conducted on 13.10.2012 and 14.10.2012 17.32 Department has completed a pilot respectively. project of installing Solar Power Packs in 12 Post Offices in rural areas in 7 Postal Circles Scheme of Optimization of Direct viz. Bihar, Chhattisgarh, Orissa, Uttar Pradesh, Recruitment Vacancies West Bengal, Maharashtra and Rajasthan Circles at a cost of ` 4.8 million, as a part of 17.28 Orders have been issued for abolition Green Energy Initiatives. of 17093 Group ‘B’, ‘C’ and ‘D’ posts of Annual Direct Recruitment Plans for the years 2005, 17.33 It is proposed to install 200 ‘Solar Power 2006, 2007 and 2008 under the Scheme of Packs’ in Rural Post Offices functioning in Optimization of Direct Recruitment Vacancies. Departmental buildings during XIIth Five Year Plan.

86 87 Chapter 18 DEVELOPMENT ACTIVITIES IN NORTH EASTERN REGION 18.1 India Post has taken up many special population of 4620 respectively. Assam Circle, initiatives for the development of North with its headquarters at Guwahati, has a network Eastern Region, in accordance with the policy of 4007 Post Offices. On an average, each Post guidelines of the Government of India. Office serves an area of 19.57 sq. Kms and a population of 7784 persons respectively. 18.2. There are two Circles viz. North Eastern Circle and Assam Circle in the North Eastern Plan Activities Region. The North Eastern Postal Circle with 18.3 Various plan activities were initiated its headquarters at Shillong covers the States in Assam and North Eastern Circles and the of Arunachal Pradesh, Manipur, Meghalaya, expenditure incurred towards these Plan Mizoram, Nagaland, Sikkim and Tripura with activities in the Region vis-à-vis the total 3121 Post Offices. On an average, each Post expenditure throughout the country during Office serves an area of 58.87 sq. Kms and a Eleventh Plan is indicated below:

TABLE – 11 PLAN EXPENDITURE IN NORTH EASTERN REGION (` in million) Annual Plan Total Plan Expenditure in North- % over total Expenditure East expenditure 2009-2010 3924.40 353.60 9.01 2010-2011 4499.00 1252.20 27.83 2011-2012 2955.45 452.55 15.31 18.4 To enable staff to harness new technology and to provide customer centric services, training in various disciplines was imparted to officials in the Region. The details are given below:

TABLE – 12 TRAINING IN NORTH EASTERN REGION Sl. States Training for Training of Train the Trainer Training for Training for No. Operative/ Frontline Programme Post Man/Mail GDS Supervisory staff Overseers/Group cadre ’MTS’ 1 Assam 597 320 - 656 - Arunachal 2 42 7 2 4 57 Pradesh 3 Manipur 64 9 2 - 290 4 Meghalaya 44 7 2 13 135 5 Mizoram 43 46 1 28 95 6 Nagaland 43 8 2 14 302 7 Tripura 85 14 3 28 162 8 Sikkim 35 - - - - Total 953 411 12 743 1041

88 89 18.5 The details of the major developmental equipment. The operational network for First activities initiated during 2011-2012 under Class unregistered and registered mail was Plan State-wise are given below:- restructured.

Assam Manipur

18.6 Five hundred and eighty (580) officials 18.8 During the year, the computer hardware including Marketing Agents/GDS were was supplied to 1 Departmental Post Office. imparted training in PLI/RPLI Marketing Skills and back office staff were imparted training on 212 officials including Marketing Agents/GDS PLI/RPLI Operations/Underwriting. Equipment were imparted training in PLI/RPLI Marketing was provided to an existing Parcel Post Centre. Skills and back office staff were imparted A Logistics Post Centre was established by training on PLI/RPLI Operations/Underwriting. providing possible infrastructure/equipments. 2 Franchisee outlets have been opened. 4 Franchisee outlets, 3 Branch Post Offices and 2 EDBOs have been supplied with basic 3 Sub Post Offices were opened by relocation/ Infrastructure equipment. The operational redeployment during the year. 13 EDBOs network for First Class unregistered and have been supplied with basic Infrastructure registered mail was restructured. equipment. 5 Post Offices were modernized in Phase V under ‘Look & Feel’ activity of Project Arrow. (The operational network for Meghalaya First Class unregistered and registered mail was restructured.) 18.9 During the year, the computer hardware was supplied to 1 Departmental Post Office. Arunachal Pradesh 78 officials were imparted training in PLI/RPLI in Marketing Skills and back office staff on 18.7 During the year, computer hardware was PLI/RPLI Operations/Underwriting. 1 Sub Post supplied to 11 Departmental Post Offices. 63 Office was opened by redeployment during officials including Marketing Agents/GDS were the year. 2 EDBOs have been supplied with imparted training in PLI/RPLI Marketing Skills and back office staff were imparted training basic Infrastructure equipment. 2 Post Offices on PLI/RPLI Operations/Underwriting. 1 were modernized in Phase V under ‘Look & Branch Post Office was opened by relocation/ Feel’ activity of Project Arrow. The operational redeployment during the year. 2 EDBOs network for First Class unregistered and have been supplied with basic Infrastructure registered mail was restructured.

90 91 Mizoram Infrastructure equipment. The operational network for First Class unregistered and 18.10 Sixty nine (69) officials were imparted registered mail was restructured. training in PLI/RPLI in Marketing Skills and back office staff on PLI/RPLI Operations/ Tripura Underwriting. 1 Branch Post Office and 1 Sub Post Office was opened by relocation/ 18.12 Ninety five (95) officials were imparted redeployment during the year. 2 EDBOs training in PLI/RPLI in Marketing Skills and have been supplied with basic Infrastructure back office staff on PLI/RPLI Operations/ equipment. 1 Post Office was modernized in Underwriting. 2 EDBOs have been supplied Phase V under ‘Look & Feel’ activity of Project with basic Infrastructure equipment. One State Arrow. The operational network for First level Philatelic exhibition was held during the Class unregistered and registered mail was year in Agartala. The operational network for restructured. First Class unregistered and registered mail was restructured. Nagaland Sikkim 18.11 Hundred (100) officials were imparted training in PLI/RPLI in Marketing Skills and 18.13 Ninety six (96) officials were imparted back office staff on PLI/RPLI Operations/ training in PLI/RPLI in Marketing Skills and Underwriting. 2 Franchisee outlets have been back office staff on PLI/RPLI Operations/ opened. 1 Branch Post Office was opened by Underwriting. The operational network for relocation/redeployment during the year. First Class unregistered and registered mail 2 EDBOs have been supplied with basic was restructured.

92 93 94 95 TABLE – 13 PERSONNEL : ACTUAL STRENGTH AS ON 31.03.2012 (including those on deputation and training outside the Department) DEPARTMENTAL A.GAZETTED GROUP"A" GROUP"B" TOTAL INDIAN POSTAL SERVICE GROUP"A" Secretary(Posts) 1 1 Member, Postal Services Board 6 6 Sr.DDG/Chief PMG 26 26 Senior Administrative Grade 65 65 Junior Administrative Grade 94 94 Senior Time Scale 74 74 Junior Time Scale 102 102 POSTAL SERVICE GROUP "B" 826 826 Assistant Supdt. 1773 1773 INDIAN P& T ACCOUNTS & FINANCE SERVICE Senior Administrative Grade 7 7 Junior Administrative Grade 21 21 Senior Time Scale 22 22 Junior Time Scale 29 29 Senior Accounts Officer/Accounts Officer 223 223 Asstt. Accounts Officer 595 595 CENTRAL SECRETARIAT SERVICE 38 70 108 CIVIL WING Chief Engineer 1 1 Others 36 157 193 OTHER GENERAL CENTRAL SERVICE 88 63 151 TOTAL(GAZETTED) 610 3707 4317 B. Group 'B' NON GAZETTED 3087 3087 C. NON GAZETTED GROUP"C" GROUP C "MTS" TOTAL Excluding MTS Directorate 142 97 239 Post Offices including (Circle office, Accounts, Stamp 153304 18927 172231 Depot, Canteen Staff) Railway Mail Service 15899 9729 25628 Mail Motor Service 1295 255 1550 Others( RLO, Disp., Store, Trg, Civil, Printing Press) 2367 1688 4055 TOTAL(NON GAZETTED ) Group C 173007 30696 203703 TOTAL DEPARTMENTAL(A +B+C) 211107 D. Gramin Dak Sewak 263467 GRAND TOTAL(A+B+C+GDS) 474574

96 97 TABLE - 14

NUMBER OF EMPLOYEES: SCHEDULED CASTES/TRIBES AS ON 31.3.2012 Percentage Percentage Scheduled Scheduled Group to Total no. of to Total no. of Castes Tribes Employees Employees Group ‘A’ 61 10.00 33 5.41 Group ‘B’ (Gazetted) 413 11.14 151 4.07 Group ‘B’ (Non Gazetted) 369 11.95 187 6.06 Group ‘C’ excluding MTS 29325 16.95 12515 7.23

Group ‘C’ Multi Tasking Staff 6522 21.25 2298 7.49

Total 36690 17.38 15184 7.19

TABLE - 15 NUMBER OF EMPLOYEES: EX-SERVICEMEN, DISABLED EX-SERVICEMEN AND WOMEN AS ON 31.3.2012 Group Ex-Servicemen Disabled Women Ex-Servicemen

Group 'A' 0 0 75

Group 'B'(Gazetted) 1 0 260

Group 'B'( Non Gazetted) 5 1 359

Group 'C’ excluding MTS 1433 31 30910

Group ‘C’ Multi Tasking Staff 131 5 3390

Total 1570 37 34994

98 99 100 101 102 103 Annexure-1 AUDIT OBSERVATIONS OF C & AG

Summary of audit observations on the working operation of NREGS accounts such of Department of Posts provided by C&AG is as delays in disbursement of wages, as follows: opening of accounts without verification, incomplete data entry in ledgers, errors in Audit Report No. 13 of 2012-13, Union data compilation, interest not credited and Government (Civil) (Compliance Audit wages being disbursed without attestation Observations) of left hand thumb impressions of illiterate wage earner were also noticed. Ministry of Communications and Information Paragraph 2.2 Technology Stocking of cash certificates, stamps and Department of Posts postal stationery Disbursement of National Rural The Department of Posts failed to follow Employment Guarantee Scheme (NREGS) the prescribed procedure for indenting and Wages through Post Offices forecasting of cash certificates, stamps With 4.90 crore NREGS accounts in and postal stationery. This, coupled with operation, the Department of Posts a weak internal control mechanism, provides a large network for disbursement resulted in overstocking of cash certificates ` of wages under NREGS. A significant bearing face value of 3840.66 crore and amount of ` 4284 crore was lying in overstocking of stamps and postal stationery ` workers’ accounts as on March 2011. carrying face value of 498.52 crore as on st Weak monitoring mechanism, both at the 31 March 2011, thereby exposing these Headquarters and Circle levels, along valuables to the risk of misuse/pilferage with non-observance of procedures in and damage. post offices, resulted in a shortfall to the Paragraph 2.3 tune of ` 1920 lakh as on 31st March, Irregular payment of Interest 2011 in One Time Deposits required to be made by State Governments with Post Offices in six circles did not scrupulously Head Post Offices. Irregularities in the follow the provisions relating to Public

104 105 Provident Fund (PPF) Scheme resulting in Infructuous expenditure due to delay in irregular payment of interest of ` 2.26 crore construction of Postal complex to the subscribers. Failure of Department of Posts to construct Paragraph 2.4 Postal complex on a plot acquired in 1990 Short deduction of commission on resulted in infructuous expenditure of ` 64.62 purchase of revenue stamps lakh.

Failure of the Chief Post Master General, Delhi Failure in planning and delay in decision to deduct commission in advance on purchase making on construction of Postal complex at of revenue stamps from the State Government, Goa by DOP on leased land even after 15 led to short realization of revenue to the extent of ` 98.36 lakh. years of acquisition of land has resulted in ` Paragraph 2.5 infructuous expenditure of 64.62 lakh. Paragraph 2.6

106 107 Annexure-2 Results Framework Document 2011-2012 Section 1: Vision, Mission, Objectives and Functions Vision 3. Develop Financial Services

India Post’s products and services 4. Grow in existing Businesses will be the customer’s first choice 5. Develop professional workforce Mission Functions ● To sustain its position as the largest postal network in the world 1. Provision of Mail and Parcel services touching the lives of every citizen including premium postal products, in the country. printing of public postage stamps/ commemorative stamps and all types ● To provide mail parcel, money of postal stationery. transfer, banking, insurance and retail services with speed and reliability. 2. Discharge of any other agency function on behalf of the Government as well ● To provide services to the as provision of fee based third party customers on value-for-money services. basis. 3. Matters relating to introduction, ● To ensure that the employees are development and maintenance of all proud to be its main strength and services by the Post Office. serve its customers with a human touch. 4. Promotion of feasibility survey, research and development in the field of activities ● To continue to deliver social allotted to the Department. security services and to enable last mile connectivity as a Government 5. Execution of works, including purchase of India platform. of land debit able to the Capital Budget pertaining to the Department of Posts. Objectives 6. Planning, operation and maintenance 1. Modernise and consolidate the of the postal and mail services network network and infrastructure in the country.

2. Provide best in class customer 7. Administration of the Postal and Rural service Postal Life Insurance services.

108 109 8. Administration of the Post Office (APU), and Commonwealth Postal Savings Banks and Post Office Union. Certificate Services. 10. Matters relating to administration of the 9. International cooperation in matters Indian Post Office Act, 1898 and rules connected with postal communications, made there under as well as other laws including matters relating to all or enactments having a bearing on international bodies dealing with postal postal activities, not specifically allotted communications such as Universal to any other Department Postal Union, Asia Pacific Postal Union

110 111 60% 60% Poor Poor

3 70% Fair 80% Good Good 90% Very Good Good Very

100% 100% Target/Criteria Value Value Target/Criteria Excellent Wt % 2.00 100 99 98 97 96 97 98 99 100 2.00 % Unit % 2.00 100 99 98 97 96 97 98 99 100 2.00 % Date 15/02/2012 28/02/2012 15/03/2012 20/03/2012 2.00 31/3/2012 Date 15/02/2012 28/02/2012 15/03/2012 20/03/2012 2.00 31/3/2012 Date 31/01/2012 15/02/2012 01/03/2012 15/03/2012 2.00 31/3/2012 Date 31/12/2011 16/01/2012 31/01/2012 15/02/2012 2.00 28/2/2012 ives, Success indicators and Targets Targets and indicators Success ives,

Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Section 2: [1.1.1] Supply and and Supply [1.1.1] ofoperationalisation all to hardware offices post departmental Success Indicator SuccessIndicator and Supply [1.1.2] ofoperationalisation to 365 hardware mail [1.1.3] ICT Rural offices Rollout of Pilotsolutions- 3000 Branch post in circles six in offices HR F&A, Mail, [1.1.4] central and IT (Enterpriseapplications ESB etc.)- email, of andOnboarding vendor finalisation of plan implementation for solutions IT [1.1.5] Postal Banking and Postal Life Insurance - pilot to rolled be out in 120 post circles six in offices up of Setting [1.1.6] Data centre - operational data centrePrimary to be setup(outsourced) vendor by Results Framework Document 2011-12 wide wide IT induction Action 30.00 30.00 Enterprise- [1.1] Weight Inter-se Priorities among key Object key among Priorities Inter-se

Objectives [1] Modernise consolidate and the network

112 113 - 60% 60% 31/3/2012 Poor Poor

4 - 70% 15/03/2012 Fair 80% 29/02/2012 Good Good 1 1 0 90% 31/01/2012 Very Good Good Very 2

100% 100% 31/12/2011 Target/Criteria Value Value Target/Criteria Excellent Wt Unit % 2.00 100 95 90 85 80 85 90 95 100 2.00 % 69 65 63 6260 3.00 Number 100 90 80 7060 2.00 Number Number 3.00 Date 1.00 40 50 60 90 75 2.00 % 180 150 120 100 1.00 80 Number 1 2 4 3 1.00 - Number Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Success Indicator SuccessIndicator Network [1.1.7] -Rollout integration in six locations in 7000 above mentioned circles Network Mail [1.2.1] speed for optimisation by sorting hubs 69 at post infrastructure providing of Implementation [1.2.2] processes optimised for class 1st operation in mail offices 111 mail of Installation [1.2.3] mail (automatic AMPCs centres processing ) at & Kolkata Delhi for tender Issuing [1.2.4] in Chennai,AMPC and Bangalore Mumbai, Hyderabad Modernising [1.2.5] of monitoring MotorMail throughVehicles installation of GPS in vehicles 1040 Pin of Digitisation [1.2.6] of Number code maps- cities/district HQs towns covered of Collection [1.2.7] address data in four Completion in - metros of citiesnumber Results Framework Document 2011-12 Action Modernisation [1.2] Processes Mail of Weight

Objectives

114 115 - - - - 60% 60% Poor Poor

5 70% 31/03/2012 Fair 80% 29/02/2012 Good Good 90% 31/01/2012 Very Good Good Very

100% 100% 31/12/2011 Target/Criteria Value Value Target/Criteria Excellent Wt Unit Date 1.01 31/12/2011 31/01/2012 29/02/2012 31/03/2012 Date 3.00 85 90 91 95 93 2.00 % 96 97 98 99 100 2.00 % 85 90 91 95 93 2.00 % 85 90 91 95 93 2.00 % Date 31/12/2011 31/01/2012 29/02/2012 31/03/2012 5.00 - % 2.00 95 93 91 90 85 90 91 95 93 2.00 % Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Success Indicator SuccessIndicator Mail International [1.2.8] Management-Network generation On-line of bills airlines) (all orders money % of [2.1.2] delivered on the day of Arrow Project in receipt Offices accounts of % [2.1.3] Arrow Project in digitized Offices order money of % [2.1.4] electronicallybooked in Project Arrow Offices Post Speed of % [2.1.5] thecapturedon articles net of Coverage [2.1.6] 5000 additional offices Post computerised under Project Arrow for includingcore activities, &HR IT of audit External [2.1.7] post offices already1500 under covered Project Arrow [2.1.1] % of registered % of[2.1.1] registered deliveredmails on the day receipt in Projectof Arrow Offices Results Framework Document 2011-12 Action quality of services- of quality Coveragein 10,000 post computerised offices under Project core Arrowin areas& IT & HR 28.00 28.00 Enhance [2.1] Weight

Objectives best [2]Provide in class customer service

116 117 - - 75 420 60% 60% 31/3/2012 31/03/2012 Poor Poor

6 - - 80 450 70% 26/03/2012 15/03/2012 Fair - 85 480 80% 15/03/2012 29/02/2012 Good Good 3 90 500 90% 07/03/2012 31/01/2012 Very Good Good Very 4 95 560

100% 100% 28/02/2012 31/12/2011 Target/Criteria Value Value Target/Criteria Excellent 1.99 2.00 1.7 1.6 1.8 2 1.9 Wt Unit 2.00% Number 2.00 Date 1.99 Date 1.01 Number 1.99 100 90 80 7060 1.99 110 95 8570 120 1.01 Number Number Number of offices supplied Number in millions Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 enters for internationalenters for Success Indicator SuccessIndicator International of % [2.1.8] articles Post Parcel onthe at o/o net captured exchange UPU of Adoption [2.1.9] ApplicationsQuality International for Systems operations mail call of up Setting [2.1.10]
services postal Opening [2.2.1] outlets Franchisee post of Opening [2.2.2] in underservedoffices areas study Conducting [2.2.3] identifying for underserved areas for figure out base working notionalbasis of on distance amaximum use has to travel to person services postal of Supply [2.2.4] equipments infrastructural offices post branch to in Increase [3.1.1] to coverage insurance population rural Results Framework Document 2011-12 Action [2.2] Improve in Access underserved areas Increase [3.1] in RPLIcoverage 9.00 Weight Objectives [3]Develop services financial

118 119 60% 60% 31/10/2011 15/10/2011 Poor Poor

7 - - 70% 30/09/2011 15/09/2011 Fair - - 80% 31/08/2011 15/08/2011 Good Good 90% 30/07/2011 15/07/2011 Very Good Good Very

100% 100% 30/06/2011 15/06/2011 Target/Criteria Value Value Target/Criteria Excellent 2.00 12 10 12 2.00 3.00 3.00 1.99 20 15 10 10 20 15 1.99 8 5 3.00 31/10/2011 30/11/2011 31/12/2011 31/01/2012 29/02/2012 3.00 Wt Unit Date Date Number 3.00 3000 2800 2600 2400 2200 3.00 Number 50 45 40 3530 1.00 Number Date 28/02/2012 07/03/2012 15/03/2012 21/03/2012 31/03/2012 3.00 % increase in traffic % increase SP in revenue Date of of Date complet of ion survey Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Success Indicator SuccessIndicator of Expansion [3.1.2] of Coverage Postal Life Postal Insurance/Rural Life Insurance through of agents engagement [3.1.3] covering all workshops Conducting circles of Preparation [3.2.1] asset register all of HPOs to be completed Increase in % [4.2.2] traffic for international parcels postal costingAdvanced [4.3.1] of methodology- Award work bill of Submission [4.4.1] of cabinet approval for [4.2.1] Revenue growth of growth Revenue [4.2.1] Post Speed [4.1.1] Annual market Annual [4.1.1] market share market % survey for Post in of business services and products Results Framework Document 2011-12

Action [3.2] Implement Accounting accrual of Growth [4.2] business Scientific [4.3] products of costing services and [4.4] of a Drafting Act Office Post new Indian the replace to Act Office Post 1898 customer needs customer 13.00 13.00 Identifying [4.1] Weight

Objectives [4]Grow in existing businesses

120 121 250 60% 60% Poor Poor

8 275 70% Fair 350 80% Good Good 375 90% Very Good Good Very 400

100% 100% Target/Criteria Value Value Target/Criteria Excellent 1.00 150001750020000 22500 25000 1.00 500 450 400 350 300 1.00 300003500040000 45000 50000 1.00 15/02/2012 29/02/2012 15/03/2012 20/03/2012 30/03/2012 1.00 Wt Date 16/01/2012 18/01/2012 20/01/2012 23/01/2012 25/01/2012 2.0 Date 07/03/2011 08/03/2011 09/03/2011 10/03/2011 11/03/2011 2.0 Unit Number seats of added Number Number ofStaff Trained Number ofStaff Trained 100 90 80 7060 2.0 % Number Number ofStaff Trained Date Date 01/05/2012 03/05/2012 04/05/2012 05/05/2012 06/05/2012 1.0 Annexure-2 Annexure-2 Annexure-2

Results Framework Document 2011-2012 On-time submission On-time revised of Resubmission clients’ Citizens’ / of draft Charter Success Indicator SuccessIndicator in Increase [5.1.1] capacity training Trainer the Train [5.2.2] Program [5.2.3] overseers, Postman, Mail Training Dak Gramin D, Group of Sewaks and Branch Postmasters of Independent Audit of implementation Grievance Redress Mechanism [5.2.1] Technology [5.2.1] Training cycle of First [5.3.1] readiness change and StakeholderManagement - On submission time Results Framework Document 2011-12 Timely submission submission Timely ofDraft for Approval of Implementation Servottam Action and Expansion [5.1] of gradation up training infrastructure Capacity [5.2] Building Change [5.3] Management for IT – 2012 post India Modernisation Project submission Timely Results of

5.00 3.00 10.00 Weight Objectives [5]Develop Professional workforce Efficient * of Functioning System the RFD Improving * Internal Efficiency/ Responsiveness/ delivery Service Ministry/ of Department

122 123

60% 60% Poor Poor 20/04/2012

9 70% Fair 80% Good Good 18/04/2012 19/04/2012 90% Very Good Good Very

100% 100% Target/Criteria Value Value Target/Criteria Excellent Wt No. 2.0 16 15 14 1312 2.0 No. 100 90 80 7060 0.5 % Date 26/03/2012 27/03/2012 28/03/2012 29/03/2012 30/03/2012 2.0 100 90 80 7060 0.5 % Unit Date 2.0 16/04/2012 17/04/2012 % 0.5 100 90 80 7060 0.5 % Annexure-2 Annexure-2 Annexure-2

Results Framework Document 2011-2012 No. of items on which information is uploaded 2012 10, February by ATRs Percentage of submitted within of date from (6 months) due of Report topresentation byParliament PAC year. the during Finalize anFinalize action plan to potential areas of mitigate corruption. to plan action an Finalize 9001 ISO implement certification outstanding of Percentage during disposed off ATNs year the Success Indicator SuccessIndicator Percentage of ATNS of Percentage datedue within submitted of date from (4 months) of Report topresentation CAG by Parliament year the during Results Framework Document 2011-12

Ensure compliance Ensure compliance (b) 4(1) Section with 2005 RTI Act, the of submission Timely PAC the to ATRs of PAC Sectt. on Reports Action potential Identify areas corruption of related to departmental and activities action an develop to mitigate plan them action an Develop implement to plan ISO 9001 certification of Earlydisposal ATNs on pending Paras Audit of ReportsC&AG to presented before Parliament 31.3.2011 of ATNS on Audit Audit on ATNS of C&AG Parasof 2.00 submission Timely

Weight

Objectives Ensuring * to compliance the Financial Accountability Framework

124 125 60% 60% Poor Poor

10 70% Fair 80% Good Good 90% Very Good Good Very

100% 100% Target/Criteria Value Value Target/Criteria Excellent Wt % 0.5 100 90 80 7060 0.5 % Unit Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Percentage of outstanding of Percentage duringdisposed off ATRs year the Success Indicator SuccessIndicator Results Framework Document 2011-12 Early disposal of of Earlydisposal on ATRs pending ReportsPAC to presented before Parliament 31.3.2011 Action

Weight Objectives objective * Mandatory

* Mandatory objective (s)

126 127

11 Value Value FY 13/14 FY 13/14 Projected Value Value FY 12/13 12/13 FY Projected 99 - - Value Target FY 11/12 FY Value Actual Actual FY 10/11 10/11 FY

- Value Actual FY 09/10 FY % Date - - 28/02/2012 - Date - - - 28/02/2012 - - Date - - 15/02/2012 - Date - - - 16/01/2012 - - Unit % - - 99 - - Section 3: Annexure-2 Section 3: Annexure-2 Annexure-2 Trend Values of the success Indicators Values Trend Results Framework Document 2011-2012 success Indicators Trend Values of the success Success Indicator Indicator Success and [1.1.2] Supply ofoperationalisation hardware to 365 mail offices [1.1.3] of Pilotsolutions- Rollout Rural 3000post Branch offices in ICT circles six in [1.1.4] Mail, F&A, HR and ITcentral applications ESB (Enterprise email, of etc.)- Onboarding of and finalisation vendor plan implementation [1.1.5]IT for solutions Postal and Banking Postal Life Insurance - pilot to be rolled out in 120 post circlessix in offices [1.1.6] up of Setting - Data centre operational Primary data centre (outsourced) to be setup by vendor [1.1.1] Supply and [1.1.1] Supply ofoperationalisation to all hardware offices post departmental Results Framework Document 2011-12 Actions [1.1]Enterprise- IT induction wide Objective [1] and Modernise network the consolidate

128 129

12 Value Value FY 13/14 FY 13/14 Projected Value Value FY 12/13 12/13 FY Projected Value Target FY 11/12 FY 31/01/2012 - - Value Actual Actual FY 10/11 10/11 FY

Value Actual FY 09/10 FY % - Number - - - 95 - Number - - 65 - - - Number - 90 - - - Date - - 1 - - % - - Number - - 75 - Number - - 150 - - - 3 - - Unit Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Success Indicator Indicator Success [1.1.7] integration Network 7000in locations -Rollout circles six mentioned in above [1.2.1] Network Mail post for speed optimisation at69 sorting hubs by infrastructure providing [1.2.2] of Implementation processesoptimised for 1st operation in 111 class mail offices mail of[1.2.3] Installation (automatic mail AMPCs centres ) atprocessing & Kolkata Delhi [1.2.4] tender for Issuing in Chennai, AMPC and Bangalore Mumbai, Hyderabad [1.2.5] Modernising Motor of Mail monitoring throughVehicles 1040 of installation GPS in vehicles [1.2.6] Digitisation of Pin code maps- Number of cities/district townsHQs covered of[1.2.7] Collection metros four in data address ofnumber in - Completion cities Results Framework Document 2011-12 Actions [1.2]Modernisation Processes Mail of

Objective

130 131

13 - Value Value FY 13/14 FY 13/14 Projected - - Value Value FY 12/13 12/13 FY Projected 90 9590 95 Value Target FY 11/12 FY 31/01/2012 - - - 31/01/2012 - 31/01/2012 95 93 95 95 84 93 95 95 100 99 100 100 Value Actual Actual FY 10/11 10/11 FY

- - - 90 85 90 Value Actual FY 09/10 FY Date - - % % % 80 95 95 93 95 % Date Unit Date % 75 95 % % 90 95 95 93 95 Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Success Indicator Indicator Success [1.2.8] International Mail Management- Network of bills generation On-line airlines)(all [2.1.2] % of ordersmoney on day of the delivered receipt in Project Offices Arrow accounts of [2.1.3]% Arrow Project in digitized Offices order money % of [2.1.4] electronically booked in Offices Project Arrow Post[2.1.5] Speed % of articles captured on the net [2.1.6] Coverage of 5000 additional offices Post computerised Projectunder Arrow for IT including activities, core &HR [2.1.7] External audit of post offices already 1500 under Project covered Arrow [2.1.8]International % of articles Post Parcel the on at o/o captured net exchange [2.1.1] % of registered registered[2.1.1]% of on the day delivered mails Project Arrow in receipt of Offices Results Framework Document 2011-12 Actions [2.1] Enhance Enhance [2.1] services- of quality Coverage in 10,000 post computerised offices under Project core Arrowin areas& IT & HR Objective class in best [2]Provide service customer

132 133

- - - 14 Value Value FY 13/14 FY 13/14 Projected - - - Value Value FY 12/13 12/13 FY Projected 500 2000 2000 3 Value Target FY 11/12 FY 07/03/2012 31/01/2012 - - - 870 3000 2800 3000 3000 Value Actual Actual FY 10/11 10/11 FY

3 3 1.5 1.9 2 2 2000 Value 16027 Actual FY 09/10 FY Number Number 272 Number 110 178 155 100 90 100 120 110 120 Number ofoffices supplied Number in millions Number - Number - 45 Unit Number - - .Date - Date - - Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Success Indicator Indicator Success UPU [2.1.9] of Adoption ApplicationsQuality International for Systems operations mail call of up Setting [2.1.10] international centres for services postal [2.2.1] Opening Franchisee outlets of post [2.2.2] Opening offices in underserved areas [2.2.3] study Conducting for identifying underserved base out working areas for on notional basis of figure adistance maximum to use person has to travel services postal [2.2.4] of Supply infrastructural equipments to branch post offices [3.1.1] Increase in to coverage insurance population rural [3.1.2] of Expansion Life Coverage Postal of Life Postal Insurance Rural Insurance through of agents engagement [3.1.3] covering all workshops circles Conducting Results Framework Document 2011-12 Actions Improve [2.2] in Access areas underserved Increase[3.1] in RPLI coverage Objective [3]financial Develop services

134 135

15 10 Value Value FY 13/14 FY 13/14 Projected 31/10/2013 2 10 400 - Value Value FY 12/13 12/13 FY Projected 375 Value Target FY 11/12 FY 30/07/2011 - - 15/07/2011 - - - 30/11/2011 31/10/201 - - 20 20 20 15 10 10 20 Value Actual Actual FY 10/11 10/11 FY

------8 15 500 500 450 - - 30000 6000 22500 - - Value Actual FY 09/10 FY % increase in traffic Number ofStaff Trained % increase in SP revenue Number ofStaff Trained Unit Date Date Number seats of added Date - - 07/03/2012 - - Date of of Date completi on of survey Annexure-2 Annexure-2 Annexure-2 leted p Results Framework Document 2011-2012 Success Indicator Indicator Success of asset [3.2.1] Preparation all be to register of HPOs com [4.2.2] in traffic %increase for international postal parcels [4.3.1] costing Advanced methodology- Award of work bill of Submission [4.4.1] of cabinet approval for training[5.1.1]in Increase capacity [5.2.2]the Train Trainer Program [4.2.1] Revenue growth of growth [4.2.1] Revenue Speed Post [5.2.1] Technology Training [4.1.1] Annual market survey % for market share Post in business of services and products Results Framework Document 2011-12 Actions Implement [3.2] Accounting accrual of Growth [4.2] business Scientific [4.3] products of costing services and a of Drafting [4.4] Act Office Post new Indian replacethe to Act Office Post 1898 and [5.1]Expansion up gradation of training infrastructure Capacity [5.2] Building [4.1] Identifying Identifying [4.1] needs customer

Objective existing in [4]Grow businesses professional [5]Develop workforce

136 137

- - 16 Value Value FY 13/14 FY 13/14 Projected Value Value FY 12/13 12/13 FY Projected - -

90 Value Target FY 11/12 FY 29/02/2012 - - 18/01/2012 - - - 15 - - 27/03/2012 - - - Value Actual Actual FY 10/11 10/11 FY

05/03/2010 07/03/2011 - 02/05/2011 - 03/05/2012 ------20000 25000 45000 - - Value Actual FY 09/10 FY - - 30/11/2009 29/04/2010 - - Date Number Number ofStaff Trained % Date No Date Unit Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Resubmission of revised revised of Resubmission ofdraft Citizens’ / clients’ Charter Success Indicator Indicator Success [5.2.3] Training of overseers, Postman, Mail Group D, Gramin Dak Sewaks and Branch Postmasters of Independent audit of implementation Grievance Redressal Mechanism [5.3.1] cycle First of readiness change and StakeholderManagement submission -time On Date which on items of No. by uploaded is information February2012 10, to action plan an Finalise mitigate potential areas of corruption On-time submissionOn-time Date Results Framework Document 2011-12 Implementation of of Implementation Servottam Actions [5.3]Change for Management IT– 2012 Indiapost Modernisation Project submission Timely Results of compliance Ensure (b) 4(1) Section with RTI2005 Act, the of Identify potential areascorruptionof related to departmental and activities Timely submission submission Timely for Draft of Approval

Objective of Functioning *Efficient System the RFD *ImprovingInternal Efficiency/ Responsiveness/ of delivery Service Ministry/Department

138 139

17 Value Value FY 13/14 FY 13/14 Projected Value Value FY 12/13 12/13 FY Projected Value Target FY 11/12 FY - 17/04/2012 - - Value Actual Actual FY 10/11 10/11 FY

- - Value Actual FY 09/10 FY % - 100 90 - - Unit Date % - - % 90 - - - 64 % 90 - - - - 90 - - Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Percentage of Percentage of ATNS due datewithin submitted date of from (4 months) Report to of presentation CAG during byParliament year the Success Indicator Indicator Success Finalise an action plan to action plan an Finalise 9001 ISO implement certification of ATRsPercentage due datewithin submitted the (6 date of from months) Report to of presentation byParliament PAC during year. the Percentage of outstanding duringoff disposed ATNs year the Percentage of outstanding during disposed ATRs off year the Results Framework Document 2011-12 Timely submission submission Timely Audit on ATNS of C&AG Paras of Actions develop an action to mitigate plan them Develop an action plan to implement ISO9001 certification submission Timely the PAC to ATRs of PAC Sectt. on Reports of Earlydisposal ATNson pending Audit Paras of ReportsC&AG presented to before Parliament 31.3.2011 of Earlydisposal on ATRs pending Reports PAC presented to before Parliament 31.3.2011

Objective to compliance Ensuring * the Financial Accountability Framework * Mandatory objective (s)

140 141

18 Collection of data from the the Circles/Regions/ data from of Collection Divisions level PMUs/Divisionsconcerned. Circles/Regions/ the from data of Collection Divisions level concerned. PMUs/Divisions F&A and testing for HR of Completion solutions Circles/Regions/ the from data of Collection Divisions level concerned. PMUs/Divisions Data Primary site of for verification Physical center Circles/Regions/ the from data of Collection Divisions level concerned. PMUs/Divisions Offices Mail of Number of offices in Number mail which processes AMPCs of Commissioning optimized optimized          Measurement methodology

Annexure-2 Annexure-2 Annexure-2 Section 4: Results Framework Document 2011-2012 and Proposed Measurement Methodology Supply of hardware to all post offices offices post all hardware to of Supply Involves deployment of rural ICTto pilot hardware ICT device rural softwarethe on deploying and locations developmentof solutionInvolves and forHR, finance othersolutions and accounts and System PLI Involves of Core deployment Banking solution to pilot locations CenterfacilityPrimary Data of Setup will offices where pilot networking of the post Involves run be the existing envisages of mail optimization The scheme Mail operations processing offor First class will mails Mail setting up of The project envisages Automatic and withKolkata, in Delhi Centres (AMPCs) Processing processing. mail expedite to objective the network andof development network mail processing centres into Mail Centres.Business integrated optimized be Results Framework Document 2011-12          Description and Definition Definition and Description Description andDescription Definitionof Success Indicators

t s

Success Indicator SuccessIndicator Supplyall of hardware to Completion offices mail and offices post departmental 3000 in Pilot Rolloutof RuralICT solutions- Branch post offices IT applications central and HR F&A, Mail, ESB etc.)- Onboarding of (Enterprise email, and vendor finalisation ofimplementation plan and Postal Banking Postal for IT solutions InsuranceLife - pilot to be rolled out in 120 offices post centre data centre -Primary upof Data Setting vendorby setup be to -Rolloutthe Network integration in pilot locations optimisation-Implementation Network of Mail speedat 69 processes post optimised for hubs sorting 1 optimized processes for of Implementation offices 111 in mail class mail of (automaticInstallation AMPCs mail Kolkata & Delhi at centres ) processing

142 143

19 Average of data captured in the Central in the Central data captured of Average booked articles Speed Post % of server for articlesdelivered. of % and Installation of GPS in MMS vehicles cities covered HQ District of Number covered cities of Number billsonline of generated Number through the extracted can be This information installed Tool in Extraction based Data web andall Project Arrow Offices connected to Server. the Central through the extracted can be This information installed Tool in Extraction based Data web andall Project Arrow Offices connected to Server. the Central through the extracted can be This information installed Tool in Extraction based Data web andall Project Arrow Offices connected to Server. the Central through the extracted can be This information installed Tool in Extraction based Data web andall Project Arrow Offices connected to Server. the Central          Measurement methodology

Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 The envisagesproject improvement of ofmonitoring tracking GPS by MotorVehicles Mail The project envisages preparation The project envisages preparation ofof digitised maps areas code Pin of address all collection data for The project envisages identified in establishments and commercial residential cities conveyance airmail all international of Online generation directorate postal the in bills on the dayProject registered in of received 95% articles Arrow arePost Offices to targeted be delivered on the day. same 95% of on the orders in money received arrow Project same day. the on be paid to targeted are Offices Post BankAll Savings accounts opened in the Post are Office targeted to be and digitized specimen signature scanned base. data the in of 95% orders money are in ProjectArrow Offices Post orders. electronic money be bookedas to targeted delivered and processed is booked, article Post A Speed through departmental(for softwares Meghdoot postal operations). Post (Speed Speednet and operations) its if tracked on-line can be article Post Any Speed the captured in delivery, data is booking, processing Central Server. Results Framework Document 2011-12           Description and Definition Definition and Description Success Indicator SuccessIndicator Modernising monitoring of Mail Motor through GPS of installation Vehicles of Digitisation of Pin code Number maps- covered HQs towns cities/district Collection of address data in four -metros cities of number in Completion On- Management- Network Mail International bills of generation line day the of delivered on registered of mails % Offices Arrow Project in receipt dayof the orders on delivered % of money Offices Arrow Project in receipt Arrow in Project digitized accounts of % Offices order% of money booked electronically in Project Arrow Offices net the on captured articles Post Speed of %

144 145

20 Through the UPUThrough reports generated by the the UPUThrough reports generated by the centre the call of Launch outlets opened Franchisee of Number sub-post Post Offices and Branch of Number in relocation/redeployment by offices opened the year. with supplied offices Post Branch of Number equipments infrastructural of policies procured,Reports Number from Circles. Quality control system Quality control system        Measurement methodology

Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Post Offices are a means to give access to citizens for to citizens toaccess are give a Offices means Post banking, other postal, services one insurance and under roof. areas offices in post for opening new Thereis scope underare serviced. which by post be rationalized relocating can Offices Post areas. needy to areas serviced over offices from villages. located are in Offices Post Branch mainly Postmasterat histhe by Branch These are operated residence. Basic infrastructure such as chair, securitytable, chest of the functioning for smooth almirahare required and office.post of cheapest the one is Insurance Life Postal Rural to insurance available citizenshave an address who in country. the in area rural a 155,000 outlets Department is inWith reach of the a strongposition provide to ruralinsurance in services areas. By coverage increasing the of the policies department will extend secured future to many persons. inclusion. step towards financial a be will This o/o of exchange will be captured on the net the capturedon be exchange will of o/o operations of quality the mail international on queries 95% of 95% of the international received in the parcel articles exchange for monitoring systems in the o/o these Use of centrethe up set To therespondto to call customers' urbanin are areas opened Franchisee outlets and urban areas,upcoming etc. SEZs where there is it but postal counter facilities justification for providing variousreasons to due offices post open possible to not is Results Framework Document 2011-12              Description and Definition Definition and Description Success Indicator SuccessIndicator % International Parcel captured on thearticles net in the o/o exchange of UPU QualityAdoption Applications operations International mail for Systems up of for international Setting call centres services postal Franchiseeoutlets Opening areas in underserved post offices of Opening branch infrastructural to equipments of Supply offices post insurance ruralIncreased coverage of of population

146 147

21 Agents engaged. Reports from Circles. from engaged. Reports Agents % completion of assetregisters100 in all HOs the reportof professional of Submission agency. of Department Consolidated Account of Booked Posts Figures. –     Measurement methodology

passareas for which have a th Annexure-2 pass. pass. Annexure-2 Annexure-2 th Results Framework Document 2011-2012 population of 5000 or in and more other areas the is 10 qualification They are provisional license. They given are trained in- house and then a within yearas are per IRDA guidelines to imparted training at Indian Insurance Institute of institutes. accredited IRDA other or any Mumbai India, yearthe first of 10% incentiveare given agents The renewal per cent for half collection and2 a premium premium. onthe PLIthe firstis based yearcommission In case of premium. renewal for 2% assured and sum Direct agents workers,such Aanganwadi membersDirect agents of has youth who educated self unemployed, SHGs, educational qualification 12 the all of physical verification will involve This activity Department. the of assets It alsowill require the valuation and aggregation of the total value toof the assets to the Department enable value. depreciation total arriveat the Market survey is an exercise of assessing the size of the share of and the service operated which a in market that in market. provides service various agency. professional a by conducted be will survey This basis. Annual an on conducted be surveyThis will The of dueamount postage realized on a speed post article. that by generated revenue the is booked article revenue Post Speed the year increase in Year on of revenue growth across country is the generated the Post. Speed Results Framework Document 2011-12            Description and Definition Definition and Description Success Indicator SuccessIndicator Expansion of Coverage Postal Life Insurance / Rural Life Insurance through of agents engagement Preparation of asset register of all HPOs to be completed share survey% Annual of for market market services and products business in Post Post Speed growthof Revenue

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22 Report from o/o Report exchange from the Central in data captured Average of Post Speed booked % articles serverof for delivered. articles of % and system. the in tracked parcels of % projectthe of Stage cabinet to the bill of Submission added. seats training of Number       Measurement methodology

Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 Traffic of InternationalTraffic of postal parcels refers the total to theOffice by Post handled such articles of number across the country. International postal of the traffic in yearYear increase on of Traffic growth the is country the across parcels parcels.postal International is deliveredarticlebooked,Post processedand Speed A through departmental softwares Meghdoot ( postalfor Post operations) ( Speed operations) and Speednet itsif on-line tracked be can article Post Speed Any captured the is in delivery, data booking, processing Server.Central All international parcels are tracked the from entry point its delivery. till of exchange office the in to Universal is transferred/received from/ This data Union Postal for universal tracking of parcels. service. of quality the of monitoring facilitates also This and costing reliable a have to is Project the of aim The services.and products of postal pricing a consultant for engagement of require This will suitable a developing methodology. new Post Office the drafting of a relates to This activity 1898Act Office Post Indian the replace to bill 6 Postal and India College of three Postal At present facilities. training time full the areCentres Training of a to the requirements These are inadequate meet about500,000. of workforce Workplace training centres been set up have to provide are there present At workplace. the to as close training 770. of capacity a centres with training place Work 151 gradually.capacity thisincrease to proposed Itis The expansion of training infrastructure is being training. Trainers the Train the bycomplemented Results Framework Document 2011-12               Description and Definition Definition and Description Success Indicator SuccessIndicator for international postalin traffic % increase parcels articles SpeedPost of Tracking in the Postal parcels International of Tracking exchange o/o costing of Advanced Award methodology- work new Postof the Submission Office bill for of cabinetapproval capacity training in Increase

150 151

23 Number of staff trained in departmental trained in departmental staff of Number the field collected software.from Data units trained in departmental staff of Number units field the from Data collected software trained in departmental staff of Number software units field the from collected Data    Measurement methodology

Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 To expansionsupport of computerization to all post thecapacity of develop to is there offices need software. departmental the use to employees It is planned to ensure that employeesall who work at supervisory or leveloperative can use the departmental software. Training is imparted in the Postal Training Centres and the Workplace Training Centres. of site web the on available is material Training Standard Mysore. Center Training Postal overseer oversee of Branch PostmastersMail who work be trained will also in departmental and matters changes. to sensitized are They of the Department. will ambassadors Postmen andtraining skill on work related be imparted issues, soft IT. staff Din Projects and like Mail Networking Group optimization as well Project Arrow will be trained to maintained. is services of quality ensure bethekeyfor (GDS)will Sewaks Gramin Dak making vibrant.and viable Network Rural retailing, do to trained be to require would GDS etc. credit Micro Banking, Training the Trainers is crucial of implementation in- for house training. Training programs will be organized through Department of Personnel and Trainings and other specialized Centres, Training Postal in trainers for agencies units. TrainingCentres and field Workplace Results Framework Document 2011-12            Description and Definition Definition and Description Success Indicator SuccessIndicator training Technology Group Postman, overseers, Mail of Training Branch Sewaks and Gramin Dak D, Postmasters Programs Trainer the Train

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24 Feedback compilation of survey. survey. of compilation Feedback  Measurement methodology

Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 India post 2012 is an enterprise IT modernization project enterprise IT 2012 is an modernization India post employees. all almost impact will which ensurethe will that Management and training Change willbe A vendor engaged for be smooth. transition will activities. change management identified the The vendor will be required to identify impacted effectively. them engage to plan a draw and stakeholder surveyswill required to conduct that be will The vendor changebe assess the pain areas withto and draw respect same plans the for mitigation Results Framework Document 2011-12     Description and Definition Definition and Description

Success Indicator SuccessIndicator First of change cycle readiness and engagement stakeholder

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25 getit if you do not if you do not What happens The Project The Project be cannot implemented the without funds required May cause the delays in asproject a of result in conflicts of interpretation clauses May cause the delays in and project technical of expertise DIT be not may utilised The project be cannot implemented the without funds required ) How much you Howyou much need? perAs the Implementation 850 (Rs Plan. Crores is proposed requirement for 2011-12) a regularInputs on basis as and when documents are shared/ inputs are sought. Turnaround time of 1 week a regularInputs on basis as and when documents are shared/ inputs are sought. Turnaround time of 1 week perAs the Implementation (A total Plan. of outlay Rs. Cr.1877.2 Is envisaged for the out ofProject Rs. 850 which Crores is proposed requirement for 2011-12

plan th Why do you Whydo you needit? This is as per IT Modernisation Plan - India as Project 2012 Post part by CCEA as approved planXIth the of is the project scale of The very large and tendering complex is process of and complexity Scale data - networking, project center and system areas new are integration forDoP This is as per IT Modernisation Plan - India of Project a part 2012 Post the XI

Annexure-2 Annexure-2 Section 5 Section Annexure-2 What do you you do What need? for MOF Clearance from release as of funds by CCEA approved Provide inputs in a timely expedite all to manner issues legal Act as Subject Matter and Expert (SME) a provide inputs in timely expedite all to manner technology related PostIndia queries w.r.t 2012 Project vetting and of the RFP's from a perspective technical funds Allocaterequired Results Framework Document 2011-12 Results Framework Document 2011-2012 Specific Performance Requirements from other Departments Departments other from Requirements Performance Specific RelevantSuccess indicator Enterprise-wide IT induction Enterprise-wide IT induction Enterprise-wide IT induction Enterprise-wide IT induction Department Department of Ministry Finance(MOF) Law of Ministry of Department Information Technology Commission Planning

156 157

26 25 getit if you do not if you do not What happens The Department The Department not be would to pay able the for vendors supply, site installation, and preparation commissioning of AMPCs in and Delhi Kolkata The project cannot timelines met be result in It may delay in commissioning Project. this of The Project The Project be cannot implemented the without funds required The project be cannot implemented the without funds required May cause May cause the delays in asproject a of result in conflicts of interpretation clauses May cause May cause the delays in and project technical of expertise DIT be not may utilised ) Rs. 93 crores Rs.crores 93 Rs 60 lakhs How much you Howyou much need? perAs the Implementation 850 (Rs Plan. Crores is proposed requirement for 2011-12) As perAs the Implementation (A total Plan. of outlay Rs. Cr.1877.2 Is envisaged for the out ofProject Rs. 850 which Crores is proposed requirement for 2011-12 Inputs on a regularInputs on basis as and when documents are shared/ inputs are sought. Turnaround time of 1 week Inputs on a regularInputs on basis as and when documents are shared/ inputs are sought. Turnaround time of 1 week

plan th

This is a plan project This is a plan scheme. Plan XI the under project This is a plan scheme. Plan XI the under the Project To carry out Why do you Whydo you needit? This is as per IT Modernisation Plan - India as Project 2012 Post part by CCEA as approved planXIth the of The scale of the project is the project scale of The very large and tendering complex is process Scale and complexity of and complexity Scale data - networking, project center and system areas new are integration forDoP This is as per IT Modernisation Plan - India of Project a part 2012 Post the XI

Annexure-2 Annexure-2 Annexure-2 Annexure-2 Section 5 Section Annexure-2 Adequate funds for the the for funds Adequate FY during project plan 2011-12 Timely completion of digitisation of code pin maps ofApproval proposal and receipt of funds from the the Quality of Services of theFund Universal UnionPostal What do you you do What need? for MOF Clearance from release as of funds by CCEA approved Provide inputs in a timely expedite all to manner issues legal Act as Subject Matter and Expert (SME) a provide inputs in timely expedite all to manner technology related PostIndia queries w.r.t 2012 Project vetting and of the RFP's from a perspective technical Allocate required funds funds Allocaterequired Results Framework Document 2011-12 Results Framework Document 2011-12 Results Framework Document 2011-2012 Specific Performance Requirements from other Departments Departments other from Requirements Performance Specific Automation of of mail Automation processing Digitisation of Pin maps code up of a call Setting centre RelevantSuccess indicator Enterprise-wide IT induction Enterprise-wide IT induction Enterprise-wide IT induction Enterprise-wide IT induction Planning Planning Commission, Finance of Ministry Informatics National Centre UnionPostal Universal Department Department of Ministry Finance(MOF) Law of Ministry Department of of Department Information Technology Planning Commission Planning

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27 Cr. Cr. 28.66 28.66 FY 2013/2014 Cr. 27.30 27.30 FY 2012/2013 Cr. Cr. 26.00 26.00 FY 2011/2012 Cr. 24.77 FY 2010/2011

Cr. 4.2 4.7 5.0 5.25 5.5 1181 1181 1181 1181 22.52 14.20 14.20 18.35 22.35 24.35 20.35 FY 2009/2010

% % TBD TBD - TBD - Nos. 160616 160875 161286 161506 161726 Unit Rs. in No. of of No. Nos.in Nos.in Crores Crores Nos. in Nos. villages covered Millions

Section 6: Section Annexure-2 Annexure-2 Annexure-2 Results Framework Document 2011-2012 postal outlets outlets postal schemes beneficiariesof of Number MGNREGA different insurance/polices in schemes – Rural Postal Life Insurance Postal Life& Insurance sector viz. courier in money internationalparcel transfer, delivery) Success Indicator Indicator Success of data Rural for Collection Index Price Consumer Results Framework Document 2011-12 Outcome / Impact of activities of Department/Ministry Department of Posts of Increase in reach through Department Finance M/o in all of Accounts No. Ministry of Rural State Development, & Central Governments, Ministry of Statistics & Program Implementation Finance M/o of number Increasein Statistics M/o Market share in competitive Jointly responsible Jointly responsible this for influencing impact / outcome following with the (s) / department ministry(ies) Outcome of / Impact Activity basic Serve 1. communications Mobilization Increased 2. of funds through small savings schemes 3. Facilitate functioning schemes Govt. of to Improvedaccess 4. Services Financial in Market share 5. (vis-à-sector competitive courier) vis

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1 Score Score Weighted Weighted Performance Performance Raw Raw Score Score ment Achieve Achieve 60% 60% Poor Poor 70% 70% Fair Fair 80% 80% Good Good 90% 90% Very Good Very

100% Annexure-3 Target/Criteria Value Value Target/Criteria Excellent Annexure-3 Weight Weight Performane Evaluation Report 2011-2012 % 2.00 100 99 98 97 96 N/A N/A N/A % 2.00 96 100 99 98 97 Date 2.00 15/02/201228/02/2012 15/03/2012 20/03/2012 31/3/2012 Date N/A 2.00 N/A 15/02/201228/02/2012 15/03/2012 20/03/2012 31/3/2012 N/A N/A Date 2.00 31/01/201215/02/2012 01/03/2012 15/03/2012 31/3/2012 N/A Date N/A 2.00 N/A 31/12/201116/01/2012 31/01/2012 15/02/2012 28/2/2012 N/A 3.0 100.0 % 2.00 80 100 95 90 85 N/A N/A 3.00 69 60 69 65 63 62 Number Unit % 2.00 100 99 98 97 96 98 80.0 1.6 80.0 98 % 2.00 96 100 99 98 97 Performance Evaluation Report 2011-2012 Success Success Supply and operationalisation of hardware365 to mail offices solutions- ICT Rural Rolloutof Pilot in 3000 Branch post offices in six circles and central Mail, F&A, HR IT applications (Enterprise ESBemail, etc.)- Onboarding of vendor and finalisation of implementationplan IT solutions for Postal Life Postal and Banking Insurance - pilot to be rolled inout 120 post offices sixin circles Settingup of operational data -Primary centre Data beto (outsourced) centre bysetup vendor Network integration - Rollout in 7000 locations in circlessix mentionedabove Mail Network optimisation sorting 69 at post speed for hubs by providing infrastructure Supply and operationalisation of all to departmentalhardware officespost Action Action Modernisation Mail of Processes ITinduction 30.00 Enterprise-wide Enterprise-wide 30.00 Weight Weight Objective and Modernise 1. consolidatethe network

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2 N/A Score Score Weighted Weighted Performance Performance N/A Raw Raw Score Score - ment Achieve Achieve 1 90.0 2.7 60% 60% 31/3/2012 Poor Poor

70% 70% 15/03/2012 31/03/2012 30/09/2011 100.0 3.0 Fair Fair 0 80% 80% 29/02/2012 29/02/2012 Good Good 1 90% 90% 31/01/2012 31/01/2012 Very Good Very 2 100% Annexure-3 31/12/2011 31/12/2011 Target/Criteria Value Value Target/Criteria Excellent Annexure-3 2.00 90 75 60 50 40 N/A N/A N/A 2.00 40 90 75 60 50 Weight Weight Performane Evaluation Report 2011-2012 Number 2.00 100 90 80 70 60 313 100.0 2.0 100.0 313 2.00 60 100 90 80 70 Number Number 3.00 Date 1.00 0.0 0.0 1.00 180 150 120 100 80 0.8 2 Number 80.0 1.00 2 4 3 2 1 Number Date 3.00 1.67 83.5 91.7 % 2.00 1.76 85 95 93 91 90 88.0 98.8 % 2.00 96 100 99 98 97 Unit % 2.00 95 93 91 90 85 93.6 93.0 1.86 93.0 93.6 % 2.00 85 95 93 91 90 Percent age

st Performance Evaluation Report 2011-2012

vehicles Success Success of Implementation 1 for optimised processes 111 in operation class mail offices mail Installation AMPCsof (automatic processingmail Kolkata& Delhi at ) centres Issuing tender for AMPC in Chennai,Mumbai, Bangaloreand Hyderabad Modernising monitoring of MotorMail Vehicles through installation of GPS 1040in Digitisation Pin of code maps- Number of cities/district HQs towns covered Collection address of indata - Completion four in metros cities of number Network Mail International Management- On-line generation of bills (all airlines) % of ordersmoney delivered on the day of receipt in Project Arrow Offices accounts digitized% of in Offices Arrow Project % of registered % of mails delivered on the day of receipt in Project Arrow Offices Action Action of services- services- of Coveragein 10,000 computerised officespost underProject Arrowin core & IT & areas HR 28.00 quality Enhance Weight Weight Objective Provide2. in best customer class service

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3 N/A N/A N/A 1.88 1.99 Score Score Weighted Weighted Performance Performance N/A N/A N/A 94.0 Raw Raw 100.0 Score Score

92 ment Achieve Achieve 28/02/2012

75 60% 60% 31/3/2012 31/03/2012 Poor Poor

80 70% 70% 26/03/2012 15/03/2012 Fair Fair

85 80% 80% 15/03/2012 29/02/2012 Good Good 3 90 90% 90% 07/03/2012 31/01/2012 Very Good Very 4 95 100% Annexure-3 28/02/2012 31/12/2011 Target/Criteria Value Value Target/Criteria Excellent Annexure-3 Weight Weight Performane Evaluation Report 2011-2012 % 2.00 95 93 91 90 85 99.9 100.0 2.0 100.0 99.9 % 2.00 85 95 93 91 90 1.6 80.0 % 2.00 91 85 95 93 91 90 Date 5.00 31/12/201131/01/2012 29/02/2012 31/03/2012 100.0 31/12/2011 5.0 1.01 100.0 137 70 110 95 85 1.01 120 Number Unit Date 1.01 31/12/201131/01/2012 29/02/2012 31/03/2012 2.00 % Number 2.00 date 1.99 Date 1.01 enters
Performance Evaluation Report 2011-2012 outlets Number 1.99 100 90 80 70 60 527 100.0 1.99 100.0 527 1.99 60 100 90 80 70 Number outlets Franchisee Success Success order% of money booked electronically in Project ArrowOffices Speed Post articles % of capturedtheon net Coverage ofadditional 5000 Post officescomputerised under Project Arrow for core activities, including IT &HR External audit of 1500 post offices already covered underProject Arrow International of % Parcel on the captured articles Post exchangeo/o at net Adoption of UPU Quality Applications for Systems mail International operations Setting up of call for international postal services Opening in offices post of Opening underservedareas Conductingstudy for identifying underserved working out baseareas for figure on notionalof basis distance a person maximum use postalto travel has services Action Action Access Improve underservedin areas Weight Weight Objective

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4 1.99 2.54 Score Score Weighted Weighted Performance Performance Raw Raw 100.0 84.69 Score Score 731 ment Achieve Achieve 16/08/2011 15.57 100.0 2.0 420 60% 60% 31/10/2011 Poor Poor

7 1.6 2.2 100.0 2.0 450 70% 70% 30/09/2011 Fair Fair

480 80% 80% 31/08/2011 Good Good 10 500 90% 90% 30/07/2011 Very Good Very 12 560 100% Annexure-3 30/06/2011 Target/Criteria Value Value Target/Criteria Excellent Annexure-3 1.99 20 15 10 8 5 20 100.0 1.99 100.0 1.99 20 15 10 20 8 5 1.99 2.00 2 1.9 1.8 1. 2.00 3.00 3.00 29/02/2012 31/10/201130/11/2011 31/12/2011 31/01/2012 N/A N/A Weight Weight Performane Evaluation Report 2011-2012 % increase SP in revenue Number of offices supplied Number in 3.0 100.0 millions 3.00 5623 2200 3000 2800 2600 2400 Number 1.0 100.0 189 1.00 30 50 45 40 35 Number Date 3.00 98.75 29/02/2012 28/02/201207/03/2012 15/03/2012 21/03/2012 31/3/2012 2.96 % increase in traffic Unit Date Date of of Date complet of ion survey Performance Evaluation Report 2011-2012 Revenue growth Speed of Post Success Success Supply infrastructural of equipments to branch post offices Increased in insurance rural to coverage population Expansion of Coverage of Insurance/Rural Life Postal Insurance Life Postal through engagement of agents Conducting workshops coveringcirclesall Preparation of asset register to HPOs all completedbe of traffic forin Increase % parcels postal international Advanced costing methodology- Award of work Annual marketsurvey % for in Post of share market business products and services

Action Action in Increase RPLIcoverage Implement accrual Accounting Growth of business Scientific ofcosting productsand services customer needs customer 9.00 13.00 Identifying Weight Weight

Objective Develop 3. financial services Grow4. in existing businesses

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5 1.0 N/A Score Score Weighted Weighted Performance Performance N/A Raw Raw 100.0 Score Score

544 ment Achieve Achieve 250 60% 60% 15/10/2011 Poor Poor 275 70% 70% 15/09/2011 Fair Fair 350 80% 80% 15/08/2011 Good Good 375 90% 90% 15/07/2011 Very Good Very 400 100% Annexure-3 15/06/2011 Target/Criteria Value Value Target/Criteria Excellent Annexure-3 3.00 1.00 100.0 1.0 1.00 42385 15000 25000 22500 20000 17500 1.0 100.0 1111 1.00 300 500 450 400 350 100.0 1.0 1.00 56085 30000 50000 45000 40000 35000 1.00 100.0 25/05/2011 15/02/201229/02/2012 15/03/2012 20/03/2012 30/3/2012 1.0 Weight Weight Performane Evaluation Report 2011-2012 of Staff Staff of Trained Date ofStaff Trained Number ofStaff Trained Unit Date Number seats of added Performance Evaluation Report 2011-2012 TechnologyTraining Number change of First cycle Stakeholderand readiness Management Success Success bill forSubmission of cabinetapproval of capacity training in Increase Program Trainer the Train Number overseers, Mail Training of Postman, Group D, Gramin Dak Sewaks and Branch Postmasters Action Action a of Drafting OfficePost new replace to Act Indian Post the Office1898Act Expansionand gradation of up training infrastructure Capacity Building Change Management forIndia post IT– 2012 Modernisation Project 5.00 Weight Weight Objective Develop 5. Professional workforce

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6 Score Score Weighted Weighted Performance Performance Raw Raw Score Score ment Achieve Achieve 30/11/2011 100.0 2.0

60% 60% Poor Poor 70% 70% Fair Fair 80% 80% 18/04/2012 19/04/2012 20/04/2012 Good Good 90% 90% Very Good Very 100% Annexure-3 Target/Criteria Value Value Target/Criteria Excellent Annexure-3 Weight Weight Performane Evaluation Report 2011-2012 Number 2.00 16 15 14 13 12 16 100.0 2.0 100.0 2.00 16 12 16 15 14 13 Number Date 100.0 2.00 22/09/2011 30/03/2012 26/03/201227/03/2012 28/03/2012 29/03/2012 2.0 Date 2.00 16/04/2012 17/04/2012 % 2.00 100 90 80 70 60 64.2 64.2 1.28 64.2 64.2 % 2.00 60 100 90 80 70 Unit Date 100.0 13/01/2012 2.00 25/01/2012 18/01//201220/01/2012 23/01/2012 16/01/2012 2.0 Performance Evaluation Report 2011-2012

On-time submission submission Date On-time 100.0 2.00 07/03/2011 11/03/2011 07/03/201108/03/2011 09/03/2011 10/03/2011 2.0 On -submissionOn time Date 1.00 01/05/2012 03/05/2012 04/05/2012 05/05/2012 06/05/2012 02/05/2012 95.0 No. of items on which information is uploaded by 0.95 February10,2012 Finalize an action plan to potentialmitigate of areas corruption. Finalise an action plan to implement ISO9001 certification Success Success Independent Audit of of implementation Grievance Redress Mechanism Resubmission revised of Citizens’ Clients’ / of draft Charter submission of of submission Draft for Approval Action Action Timely of submission Results Ensure compliance Sectionwith 4(1)the (b) of RTI2005 Act, Identify areas potential corruption of to related departmental activitiesand developan to plan action them mitigate Developan to plan action implementISO 9001 certification Implementation Implementation Servottam of

3.00 Timely 10.00 Weight Weight

Objective Efficient* Functioningof the RFD System *Improving Internal Efficiency/Respo nsiveness/ delivery Service Ministry/ of Department

172 173

7 Score Score Weighted Weighted Performance Performance Raw Raw Score Score ment Achieve Achieve 60% 60% Poor Poor 70% 70% Fair Fair 80% 80% Good Good 90% 90% Very Good Very 100% Annexure-3 Target/Criteria Value Value Target/Criteria Excellent Annexure-3 Weight Weight Performane Evaluation Report 2011-2012 % 0.5 100 90 80 70 60 100 100.0 0.5 100.0 100 % 0.5 60 100 90 80 70 % 0.5 100 90 80 70 60 22.22 0.0 0.0 0.0 22.22 % 0.5 60 100 90 80 70 0.5 100.0 100 % 0.5 60 100 90 80 70 Unit % 0.5 100 90 80 70 60 28.57 0.0 0.0 0.0 28.57 % 0.5 60 100 90 80 70 Total Composite 69.58 Performance Evaluation Report 2011-2012 Percentage of ATRsPercentage of submitted withindue (6date of date the from months) presentationofReport to Parliament by PAC during year. the Percentageof outstanding ATNs disposed off during year the Percentageof outstanding ATRs disposed off during year the Success Success Percentage ATNS of submitted withindue (4date of date from months) presentationofReport to byParliament during CAG year the

submission of of submission to the ATRs PAC Sectt. on Reports PAC Timely Timely of submission Audit on ATNS C&AG of Paras Action Action Earlydisposal pending of Audit on ATNs C&AG Parasof Reports to presented Parliament before 31.3.2011 Earlydisposal pending of PAC on ATRs Reports to presented Parliament before 31.3.2011

2.00 Timely Timely Weight Weight

* Mandatory objective (s) Objective *Ensuring to compliance the Financial Accountability Framework

174