Project Arrow
Project
Arrow is an initiative to transform India Post into a vibrant and responsive
organization and to make a visible and positive difference in postal operations
to benefit the customers. It
has been launched with objective of modernizing the post and makes visible,
tangible and noteworthy differences in the post office operations that matter
to “Aam Aadmi”.
In specific
terms, Project Arrow entails comprehensive improvement of the core operations
of the Post Offices as well as the ambience in which postal transactions are
undertaken. Enhancing the
quality of services in ‘core areas’ envisages focus on Mail Delivery,
Remittances, Savings Bank and Office service Levels. This is helping the Department of
Posts to emerge as a one-stop shop for retail products and offer a single
window facility for banking, money remittances and other financial products and
services including social and civic initiatives. At present Monitoring of performance
‘Core Operations’ is done in 15,584 Post Offices and ‘Look & Feel’ has been
improved in 1,843 Post offices.
Project Arrow will benefits Customers
through - Direct communication
with the outside world and development benefits in rural areas; Simpler and faster Money transactions
through instant money order; ‘Local Citizens’ Forums’ formed who decide the
performance norms for the respective post offices; Online public grievance
handling and Monitoring through Video Conferences ensured sustainability and
higher performance.
The Project Arrow experience is a working
model for ushering in an integrated and lasting improvement in the postal
system and awarded with “Prime ministers’ award for Excellence in Public
Administration for 2008-2009” in 2010.
In the
future it is proposed to include
3,000 more computerized post offices for monitoring of ‘Core Operations’ under
Project Arrow Phase-VI during 2012-13 and later complete all 24,000
computerized Post offices during 12th Plan.
‘Look &
Feel’ activity is proposed to be undertaken in 400 more Post offices during the
financial year 2012-13 and expand in 2,500 post offices during 12th Plan in addition to existing 1843 post
offices.
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