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 futureit 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 12thPlan.
‘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 12thPlan in addition
to existing 1843 post offices.
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