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Concept of Project Arrow
Present scenario
70% of people live in
rural areas
Most villages & small
town do not have
connectivity tomainstream economy
Potential of India Post
Dept has over 1.55 lakh
POs across the country
with more than 1.25 lakhin rural area
This network provides a
huge opportunity toconnect remote areas
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Concept of Project Arrow
Make Post office the window to the
world for aam aadmi
This is conceived in April 2008
Focus on improving the core operations of
Post offices
Enhancement of look and feel to create a
unique identity
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Scope
Get the core right
Modernize the look and feel
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Scope
Focused efforts to significantly improve
four core areas of the postal service
Mail delivery
Savings Bank
Remittances
Office service levels
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Scope.
Broad approach to upgrade, enhance
capacity and quality in
Branding
Technology
Human resource
Infrastructure
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Objectives
Make a visible, tangible, and noteworthydifference in post offices that matters tothe common man
Verify and certify progress on ongoingbasis using clearly defined KeyPerformance Indicators (KPIs) for eachimprovement area
Set the foundation for a comprehensivetransformation of India Post
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Covers 8 silos
1. Mail delivery
Ensure same day delivery and same day
dispatch
2. Savings bank
Reduce transaction time
Counter transactions
Account transfer
Closure
Settlement of claim cases
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Covers 8 silos
3. Office service level
Improve customer satisfaction in all
parameters from appearance to operation
4. Remittance
Payment of MOs on the day of receipt
Provide web enabled remittance service
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Covers 8 silos
5. Human resources
Identifying roles and job descriptions for all
Designing suitable training to enhance
operational and soft skills of staff6. Infrastructure
Standardize and consistent interior and exterior
blueprint and ensure uniform implementation
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Covers 8 silos
7. Technology
To enable POs to provide all IT enabled
services decide required
Hardware
Software
Connectivity
8.Branding Ensure uniform brand hierarchy as well as
consistency for all products and services
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A unique approach
Key elements
Holistic & integrated view
Equal focus on both core areas and look & feel
Standardized approach Standardized targets & improvement measures
Effective measurement
Central programme office & IT-enabled tools for reliable
measurement
Capability building
Training, workshops and professional consultancy
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Mails- activities for improvement
Revision of mail arrangements- alternate
transport
Mentoring of Mails arrival and taking
corrective steps
Assessment of required man power
Ensuring postman multi-skilling Implementation of beat sorting at Mail
Offices
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Mails- activities for improvement
Examining and arranging bulk mail
delivery from Mail Offices
Streamlining pre-delivery processes
Ensuring availability of Equipment and
accessories
Carrying out beat revision Developing beat backup
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Mails- activities for improvement
Strengthening monitoring of postmen
performance
Strengthening monitoring of Letter Box
clearance and dispatch of mail
Popularizing PIN codes
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http://www.photos.com/en/search/close-up?eqvc=926218&oid=4936861&a=p&pt=&k_mode=any&k_exc=&t_plus=1&cid=&date=&ct_search=&k_var=banking&first=26&ofirst=&srch=Y&hoid=7d567bca0d1a78882b76fbd7ccacffd7&bl=%2Fen%2Fsearch%2Findex%3Fa%3Dp%26k_var%3Dbanking%26k_mode%3Dany%26f_plus%3D1%26first%3D26%267/29/2019 4.3A Project Arrow
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SB- activities for improvement
Revision of cash balances and withdrawal
limits
Digitizing all manual records
Re-engineering Savings Bank operatingprocesses
Streamlining account transfer procedure
Popularizing nomination facility Expeditious settlement of death claim cases
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http://www.photos.com/en/search/close-up?eqvc=1225618&oid=2826875&a=p&pt=&k_mode=any&k_exc=&t_plus=1&cid=&date=&ct_search=&k_var=money%20order&first=1&ofirst=&srch=Y&hoid=8b3d4399feb86ad25a4781a33f0665ab&bl=%2Fen%2Fsearch%2Findex%3Fa%3Dp%26k_var%3Dmoney%20order%26k_mode%3Dany%26f_plus%3D1%26first%3D1%267/29/2019 4.3A Project Arrow
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Remittance- activities for
improvement
Revision of cash balances and revision of linelimits
Effective supervision and monitoring of
postmen performance Providing system back-up and monitoring of
Network
Installation of required software for eMO
facility High level monitoring of eMO and iMO
services and popularizing eMO byadvertisements
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http://www.photos.com/en/search/close-up?eqvc=1746433&oid=9413547&a=p&pt=&k_mode=any&k_exc=&t_plus=1&cid=&date=&ct_search=&k_var=customer%20service&first=76&ofirst=&srch=Y&hoid=e6b91fe3942cfa0a6fbf7f580b379133&bl=%2Fen%2Fsearch%2Findex%3Fa%3Dp%26k_var%3Dcustomer%20service%26k_mode%3Dany%26f_plus%3D1%26first%3D76%267/29/2019 4.3A Project Arrow
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Office Service Level- activities
for improvement
Taking action for thorough cleaning of
Post Office
Codifying the duties and responsibilities
of the Postmaster and tracking
compliance for effective supervision
and administration
Formulating and implementing local
citizens charter
Offi S i L l i i i
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Office Service Level- activities
for improvement
Ensuring adequate infrastructure & supportsystems
Ensuring better queue management
Standardizing the duties & responsibilities ofPO staff
Organizing professional/Soft skills/troubleshooting training
To sustain and improve overall level of servicequality- implementation of customersatisfaction survey process
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Branding
The following PO objects need to be re-
branded as per new India Post
Corporate Manual
New India Post logo
Internal branding
External branding
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Branding.
Internal branding
Display
Counter signage
Information boards
Materials
Stationery
Uniforms Postman bags
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Branding.
External branding
PO signage (name board,standee etc)
Letter boxes
Vans
E t l i b d (PO
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External sign board (PO name
board)
Technical description
Size: 1:3 (Height x Width)
Colour combination
Red
Yellow
Name of office in two/three languages will
be on the strip provided for the purpose
E t l i b d (PO
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External sign board (PO name
board)
Technical description
Order for languages
For two, Hindi First and English next
For three, Regional, Hindi and English
Postal Index Number will be added on the
signboard of delivery PO
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Sign board, Example
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Information board
There are four types of information
boards
Citizens charter
Hours of business
Public notice board
Advertisement
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Information board
Technical description
Size: 4 x 3 (Height x Width) should
contain Corporate Symbol and text
The wings of the corporate symbol ispainted in post office yellow over a post
office red stripe on the top with relevant
text on the right side
Another stripe containing three shades of
red will run across the bottom portion
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Uniform materials
Jacket for counter (front office) staff
Front office staff is expected to wear a
post office red jacket on top of their dress
Colour; Post office Red
India Post logo should be visible around
the left pocket
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Jacket, Example
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Uniform materials
Postman delivery bag
Colour: Post office red
India post logo should be stencilled on the
front of the bag in corporate colours
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Postman delivery bag , Example
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Standee
Two variants of standee (services
boards)
HPO Taller
Other PO Shorter
Size:
Taller 16ft by 4 ft (H x W)
Shorter 8 ft by 2 ft (H x W)
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Standee
Other technical description
Material: Aluminium Composite Panel
Colour: Post office Red and Yellow
Important services available in PO should
be highlighted in the order of priority
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Standee Example
Shorter Longer
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Letter boxes
Four variants of letter boxes
Three standing
One hanging
All should have Post office red colour
Exceptions Green and Blue meant for local
and metro city letters
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Letter boxes
Hour plate to show time of clearance
should be in the front. No other text
appear. Name of PO/Mail Office should
be at back of standing letter box and atback/bottom of hanging letter box
ID number of letterbox appear on both
sides of box
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