Suggestions for Business Process Re-engineering (BPR) related to POSB Operations

No. CPRC/27-1/2024

भारत सरकार / Government of India डाक विभाग / Department of Posts

केंद्रीकृत प्रोसेसिंग एवं समायोजन केंद्र / Centralized Processing and Reconciliation Centre

Chennai-600002 /Date: 20.12.2024

To

All Heads of Circle

Subject: Suggestions for Business Process Re-engineering (BPR) related to POSB Operations – Reg.

Reference: Lr. No. CPRC/27-1/2024 dated 05.12.2024.

Madam/Sir,

Kindly refer the letter cited under reference. While thanking all Circles for helping the Committee on Ease of Operations and Enhancement of Customer Experience (EOCE) in getting the feedbacks from various stakeholders of POSB, it has been decided to obtain the suggestions/feedbacks / opinions / views of the Circles in connection with the various process related to POSB operations.

2. Circles would have proposed or suggested the changes in various process viz. Account Opening, Closure, Transfer, Deceased Claim Settlement etc to FS Division, Directorate based on the suggestions received from various stakeholders and on the basis of the grievances of the customers.

3. The committee on EOCE is mandated to identify the gaps, redundancies, and deficiencies in POSB Operations and suggest the changes for improving the POSB operations in terms of operational efficiency and to enhance the customers’ experience.

4. Therefore, it is requested that Circles may provide process-wise suggestions / feedbacks / opinions / views on various processes related to POSB operations to achieve the goal. Keeping in view of the time constraints, it is requested that the reports may be submitted on or before 31.12.2024 through emails to vijayan.tc@gov.in and to nodalcpochennai.tn@indiapost.gov.in.

5. This is issued with the approval of DPS, SK Region, Bengaluru cum Chairperson of the Committee on EOCE.

Copy to:

1. The DDG (FS), Postal Directorate, New Delhi – 110001 for kind information.

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