7/28/2021 INDIA POST

TRANSFORMATION
Strategy Implementation
Assignment

GROUP 1
Shreyansh Goel J009
Atul Krishna J013
Shubhi Pandey J015
Aishwary Trivedi J043
Muskan Bharti J061
India Post Transformation – Why it was required?
India Post has been the most popular and reliable Postal service in India but due to changes in market
scenario, customer expectations and increasing need to digitalize operations it was high time that
India Post laid down a strategic framework to transform its services

Strategic Objectives
 Modernise and consolidate the network
 Provide best in class customer service
 Develop financial Services
 Grow in existing businesses
 Develop professional workforce.

Strategic Goals
 Achieve the long term goal of financial self-sufficiency by generating surpluses from
services (existing & new) outside our universal service obligation
 Develop, implement and operate a system of standards with accountability for performance
 Develop a scalable and flexible technology infrastructure to support our operations
 Be the preferred, trusted and reliable service partner for all customers
 Ensure that India Post acquires all required people capabilities to deliver its chosen services
portfolio
 Be the interface between citizens and the government
To achieve these objectives and goals strategic initiatives were taken which started the
transformation journey
Strategic Initiatives
Sr No Strategic Initiatives Priority

Strategic Initiative 1 Enterprise-wide IT induction and modernisation 50

of mail processes through India Post by 2022

Strategic Initiative 2 Enhance quality of services and improve access. 15

Strategic Initiative 3 Modernise and expand financial services 10

Strategic Initiative 4 Modernisation of Postal products and services 10

Strategic Initiative 5 Enhance professionalism and specialisation 15

Total 100
Digital Transformation through partnership with TCS
The Department of Posts has been transformed into a new-age digital hub by Tata Consultancy
Services' multi-year Digital Core Program, which includes Smart Mail and innovative value-added
services.
 A connected network of 150,000 post offices makes it the world's largest ePostal network.
 TCS' Point of Sale solution spans 80,000 PoS Terminals, making it one of the world's
largest such implementations.
 Gramin Dak Sevaks use 130,000 hand-held devices to provide postal, banking, and insurance
services in remote, off-grid villages.
TCS conceived and implemented the Core System Integration (CSI) programme, which is at the heart
of this change. This entailed implementing an integrated ERP solution that caters to mail operations,
finance and accounting, and human resources services, as well as connecting its huge network of over
150,000 post offices, making it the world's biggest distributed ePostal network.
The integrated solution is designed to meet the Department's massive scale and future requirements. It
serves over 500,000 employees, has over 40,000 concurrent users, and handles over 3 million postal
transactions each day, making it one of the world's largest SAP implementations.
On the front end, TCS has deployed its Point of Sale (PoS) system across 24,000 post offices and
80,000 PoS terminals, making it one of the world's largest PoS deployments.
TCS has also put up a multi-lingual call centre for customer service and established a web portal with
consignment tracking capabilities.

Impact of the transformation

The Indian Postal Service has been affected on various levels by recent transformation attempts.
 It has created more room for private firms to compete while also allowing for greater
collaborative partnerships with online commerce behemoths like Amazon and Flipkart. The
impact on workers, on the other hand, is a downside to these changes.

 These efforts, according to the Federation of National Postal Organisations (FNPO), a UNI
affiliate, were launched with the general goals of increasing financial inclusion, bridging the
rural-urban gap, and addressing the dwindling revenue from traditional postal services. These
have been achieved to a certain extent but still some work needs to be done to proliferate the
strategic initiatives to remote areas of the society and digitalize them

 The installation of many heavy-duty software to improve the backend operations workflow of
the branch offices was made with the goal of delivering seamless and convenient services for
clients, particularly for financial transactions.
 Customer Benefits of the Transformation Strategy & Implementation

Replaces need for bank branch in the area for core banking services

Gives access to 24/7 ATM facility in under-banked areas

Enables access to insurance services

Online tracking of posts

References

 https://www.tcs.com/india-post-partners-with-tcs-to-digitally-reimagine-postal-services
India Post partners with TCS to digitally reimagine postal services

 https://www.indiapost.gov.in/VAS/DOP_PDFFiles/Strategic_Plan.pdf
Strategic Plan Department of Posts

 https://www.uniglobalunion.org/news/digitalisation-india-post-stress-and-impact-postal-workers
Digitalization of India Post-Impact on postal services and benefits to customers