Committees Constituted for Business Process Re-engineering (BPR) of POSB Operations

Committees Constituted for Business Process Re-engineering (BPR) of POSB Operations

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In a major step towards enhancing operational efficiency and customer satisfaction, the Department of Posts (DoP) has initiated the Business Process Re-engineering (BPR) activity for the Post Office Savings Bank (POSB). As per the approval of the competent authority, committees have been constituted to identify gaps, improve workflows, and modernize POSB operations.

Constitution of Committees

Two key committees have been formed to drive the BPR activity:

1. Committee for Identification of Requirements for Ease of Operations and Enhancement of Customer Experience (Committee on EOCE)

This committee will focus on identifying areas for improvement in POSB workflows, procedures, and technology while enhancing the overall customer experience.

Composition of the Committee:

• Sh. Sandesh M, Director, Karnataka Circle (Chairperson)
• Sh. TC Vijayan, Assistant Director, CPRC (Convener)
• Senior officers and staff members from various Circles, including Karnataka, Tamilnadu, Uttar Pradesh, and Delhi Circles.
• Postal Assistants working on POSB counters and Branch Postmasters.

Terms of Reference (TOR):

• Conduct a thorough review of current procedures, workflows, and technologies.
• Gather customer feedback through surveys and stakeholder interactions.
• Recommend changes for operational efficiency, redundancy elimination, and enhanced customer experience.

2. Committee on Business Process Re-engineering (Committee on BPR)

This committee will oversee the overall BPR initiative, ensuring alignment with the vision of the Department and evolving customer expectations.

Composition of the Committee:

• Ms. Moona Yasmin, Director (FS), Postal Directorate (Chairperson)
• Directors and senior officers from Postal Circles, Postal Accounts Office, and Postal Directorate.

Terms of Reference (TOR):

• Review current processes and workflows based on inputs from the Committee on EOCE.
• Analyze best practices from the banking industry for savings bank operations.
• Suggest a roadmap for “To-Be” processes to streamline POSB operations.

Objectives of Business Process Re-engineering (BPR)

The key objectives of the BPR initiative for POSB are:

1. Improving Efficiency: Streamline processes, eliminate redundancies, and ensure faster and more effective service delivery.
2. Enhancing Customer Satisfaction: Leverage technology to simplify procedures and provide a seamless banking experience.
3. Adapting to Market Dynamics: Position POSB to compete effectively in the evolving banking sector through innovative solutions.
4. Aligning Focus: Standardize processes, set clear goals, and ensure better service delivery across all levels.

Key Activities Identified for POSB Operations

To achieve the goals of BPR, various activities will be studied and re-engineered, including:

• Account Opening and Closing Processes
• Deposits, Withdrawals, and Fund Transfers (NEFT/RTGS/ECS/UPI)
• Internet and Mobile Banking Services
• KYC, e-KYC, and Documentation
• Deceased Claim Cases, Frozen Accounts, and Silent Account Revival
• Turnaround Time and Customer Waiting Time
• Grievance Redressal Mechanism
• Technology Upgradation and Compliance (Income Tax, PMLA, etc.)

Customer Feedback through Surveys

As part of the BPR process, surveys will be conducted to gather valuable feedback from POSB customers, non-customers, and staff. A draft Customer Satisfaction Survey has been prepared to address the following areas:

• Overall Satisfaction
• Account Opening, Maintenance, and Transactions
• Customer Support and Grievance Redressal
• Suggestions and Feedback for Improvement

Survey Highlights:

The survey will cover questions on ease of account operations, quality of digital services, responsiveness of customer support, and areas for improvement. Stakeholders are encouraged to actively participate and share their feedback to make POSB services more efficient and customer-centric.

Timeline and Next Steps

• The Committee on BPR will finalize the list of activities and prepare a questionnaire within 5 working days.
• The Committee on EOCE will conduct stakeholder surveys and submit findings within the defined Terms of Reference (TOR).
• Based on the findings, the Committee on BPR will submit final recommendations within one month.

Conclusion:

The BPR initiative for POSB is a significant step toward modernizing operations, improving customer satisfaction, and ensuring that the Post Office Savings Bank adapts to the changing dynamics of the financial sector. By identifying gaps, simplifying processes, and leveraging technology, POSB aims to deliver an enhanced and efficient banking experience to all its stakeholders.

Feedback and collaboration from customers, staff, and management will play a critical role in shaping the future of POSB services.