Niraj
Kumar
DDG
(PG, QA & I)
DO.No.3-15/2015-PG
Dated: 07.10.2016
Respected
Sir/ Madam,
Sub: Systemic changes for
addressing of public grievances.
During
the last PRAGATI meeting held on 24th August 2016, need for imparting soft
skills to bring about behavioral changes was highlighted. This found echo in
DARPG recommendations as well. This issue has found mention in Board meeting
dated 10th Aug 2016 too.
2. A
sizeable part of the public grievance emanates either directly or indirectly
from the alleged apathy our unsatisfactory behavior or ill tempered treatment
from the postal staff in the counter or the delivery branch of the post office,
including the postman.
3. We
pride on our extensive network and last mile connectivity. The postman and the
man sitting on the counter is that connectivity. He receives induction and
refresher trainings and he is well aware of rules and procedures. There is no
deficiency in his capacity or expertise. However, when it comes to handling of
crowd, or a pressure situation, or an argumentative or even provocative
customer, the staff and even supervisors are found wanting in the necessary
skills to diffuse the crisis.
4. With
the above in view, there is a need to launch a sustained campaign on good
behavior towards the customer. The key target groups are:
1.
the counter staff,
2.
the postman and delivery staff and
3.
the postmasters.
Even
senior level staff needs to hone their skills on conflict resolution, crowd
management, management of counters and other mail / delivery offices during
heavy rush, motivational skills, creating cheerful ambiance and customer
friendly atmosphere in the post offices and encouraging their staff, including
postman , towards good behaviour using a mix of motivational and deterrent
actions.
5. With
this objective, the following is proposed:
A. “Mail-Milaap”
i.
every day 10 AM to 1 PM is happy hour in the public hall .
ii. happiest
counters or bright spot counters will be suitably rewarded and so
labelled.
iii. gentleman
of the month or model staff of the month badge to be worn by the
gentleman / model staff.
iv.
the post office will be chosen by RWA and local residents for the Happiness
Centre award which should be given wide publicity.
B. Khush-Khabri (meaning good news, but can
also mean happy messenger)
i.
the postman to be motivated to be the gentleman postman
ii.
the beat will be named as happy beat.
iii. KYD (know your dakia) to be
launched whereby name and mobile no of the postman to be available to the
residents of the beat. This helps the residents to connect with the postman and
facilitate delivery.
iv. “Last mile with smile” campaign
: Under this campaign the Postman and other delivery staff will be sensitise
towards customers friendly behaviour. The Postman provide the last mile
connectingly to the entire postal system. In the rural areas, the delivery work
force is going to be used for financial inclusion as well. Therefore, the
compaign will focus on encouraging the postman to “deliver with smile” and
be a friendly and a helping person, i.e. a “Gentleman Postman”. Depending
upon his behaviour and feedback from people,his beat will be declared a “happy
beat”. There will be special reward to the Division and Circles with
maximum number of “happy beats”. This should also reflect in the
reduction of public complaints relating to bad behaviour of the Postman all
deliberate non delivery, delayed delivery etc. Because a “happy
beat” needs that delivery is prompt.
6. IMPLEMENTATION
(A).
Timeline:
i. By
30th October, 2016, one post office in the Circle Headquarter or anywhere
in the Circle to be adopted for “Mail-Milap” campaign and will have
all fully “Happy Counters”.
ii. Similarly
one delivery post office will be selected based on a largest number of delivery
related complaints pertaining to Postman or delivery staff. By 30th of
October,2016, a happy beat will be created. It will be desirable if all
beats in a particular post office are “Happy Beats”.
iii. By
31st December, 2016, all HOs should implement the “Mail-Milap” campaign
in their counters and public hall. All HOs should be able to identify a “Happy
Counter” and the name of the staff.
iv. Name,
picture, contract number etc. of the staff can be popularised on social media
by creating a “Happy Group”.
v. By
30th March, 2017, the “Mail-Milap” campaign can be extended upto
all these important delivery post offices in the cities.
vi. By
30th June, 2017, all sub post offices should be covered under the “Mail-Milap” campaign.
vii. Similarly
by 31st December, 2016 all the HOs would identify one or more “Happy
Beats” and “Gentleman Postman”. Their particulars should also be
shared in the social media “Happy Group”. By 31st March 2017,
Circles will identify such “Gentleman Postman” and “Happy Beats” from
all the sub offices in urban area.
viii. By
30th June,2017, rural sub offices will be covered.
ix. By
31st December, 2017 all GDS delivery agents and BPM should sensitize
towards good behaviour and service to the customer.
(B) Action Points:
i. A
workshop on the subject can be arranged in Directorate with all the DPS HQ and
other Senior Officers of the Circles will be involved.
ii. All
the senior officers in the Circles will organize camps and workshop in their
Circles, Region and Division to spread awareness about the campaign and will
address the counter staff, Postmasters and Postmen.
iii. Circles
will also be asked for happiness volunteers from among the post office staff
who can sensitize and motivate their colleague and thus help the campaign.
iv. Creative
banners, posters leaflet should be prepared. Sign Boards for happy hours, happy
counters, etc. should be prepared to. Circles may communicate with the
public through local FM Radio messages and social media. Customer
meetings should also be arranged.
v. A
social audit group of eminent personalities, RWAs, Schools etc. should created
which can review the “Hppiness centres” and “Happy Beats”.
vi. Circles
will be encourage to share a success stories or any suggestions.
7. A “National
Postal Happiness Index” will be created whereby Circles will be
ranked. The index will be created on 30.04.2017.
8. A “National
Postal Consumer Satisfaction Index” will also be accordingly developed.
You
are requested to start this happy campaign in order to bring about behavioral
and attitudinal changes in our staff. Because, this will go a long way in
rebuilding the image of the Department and creating a positive and happy
perception about our staff.
This
issue with the approval of Secretary (Posts).
Wishing
you Happy Navratri & Dussehra
With
regards.
(Niraj
Kumar)
DDG(PG,QA
& I)
