1. Setting up a
'Postal Development Board' for overall development and governance of Postal
Sector. Besides this, the Board will draw roadmap for unbundling of functions
(operations, regulation and policy making) in postal sector over a period of
time, in order to develop an organized, competitive, effective, well governed
and commercial postal market in India.
2. Constitute
Postal Advisory Council comprising policy makers, postal operators and other
stakeholders. The council will be an advisory body for effective implementation
of the policy.
3. Create,
Institutional Framework for continuous data collection from all postal
operators. Collected data will be used to develop postal indicators and quality
measurement systems.
4. Develop
minimum & fair standards and quality measurement systems for all postal
operators. Govt. to support small and medium postal operators to provide
quality services and encourage entrepreneurship in the sector.
5. Create 'Postal
ICT and R&D Fund' to ensure adequate flow of investment into postal R&D
to enhance and standardize utilization of leT in the sector.
6. Promote Public
Private Partnership for Development in the sector.
7. Government to
Develop National Postal Infrastructure (transportation system, addressing
database and standards, automated mail sorting, database management systems
etc.) which will be sharable among all postal operators.
8. Develop
Vocational training Framework for the postal sector through institutional
linkages between postal and other sectors and between postal sector and
educational institutions.
9. Adopting a
pragmatic and equitable approach for managing the usO.
10. Transform post offices into public delivery
channel for services like ecommerce, e-governance and financial inclusion.
Post Offices to be identified as Primary Public Access Points (PPAP) for these
services.
11. Strengthen
India Post by redesigning business structures with sufficient autonomy,
digitizing and connecting all post offices and establishing Post Bank of India.
12. lmplement
strategies to reduce the carbon footprint of the postal sector including
harnessing renewable energy sources like solar, biomass and wind.
13. Attract
investment to facilitate expansion of National Postal Infrastructure in rural
and undeserved areas.
14. Organize
studies and campaigns for increasing public awareness on the developmental role
of the sector.
15. Launch of Special Purpose Vehicle (SPVs) and
Joint Ventures (JVs) to promote collaboration between the government and the
private sector in commercial ventures.
16. Amend the
Indian Post Office Act 1898 to meet the objectives of National Postal Policy
2012.
National Postal
Policy 2012
Draft
Department
of Posts
Ministry
of Communications and information Technology,
Government
of India
Preamble
Postal services
originated out of the need for conveying the written word. They evolved over
the ages, and grew in scope, spread and complexity. The post, today, is a
ubiquitous network which serves the world by connecting individuals and communities,
promoting trade and commerce, and reaching financial services to the common
man.
Despite the
advent of the digital revolution, post is still the most economical and
accessible among the different modes of communication available to the public.
The mandate of the postal sector is three dimensional - being a channel for
moving information, goods and money. This mandate makes postal services a tool
of development, an enabler of commerce and a facilitator of the aspirations of
the people.
The current postal
environment is complex and dynamic. Based on international experience, the
status and direction of the postal sector can be summarized as under:
¨ Declining
letter mail volumes, increasing electronic substitution, and growing
competition.
¨ Postal
Administrations which concentrate on the core business of mail are struggling
for survival, while those which diversified into nonmail businesses like
financial services and e-Commerce are successful in negotiating the changed
environment.
¨ Postal
administrations worldwide are increasing their productivity by employing state
of the art technology.
¨ Though the
principle of separation of regulator and operator is widely discussed, it is
yet to find universal acceptance.
¨ Postal
markets in emerging economies continue to be fragmented and unorganised.
¨ New
business models are evolving from emerging economies, with increased level of
resource sharing and cooperation among various service providers.
The environment,
thus, poses overwhelming challenges to the postal sector. However, it has also
thrown up many opportunities. Potential exists today for an overarching role
for the postal sector in facilitating internet based commerce, as a trusted
third party who provides a secured space for transactions. 'Cash on delivery
services', fulfillment services for lightweight packets and just-in-time
shipment of goods are some of the services for which demand is growing. The
postal sector needs to be creative and innovative to capitalize on these opportunities.
The National
Postal Administration forms the core of the postal sector. A strong and
self-sufficient National Postal Administration is essential for the survival of
the sector, as this alone has a countrywide distribution network, which can be leveraged
for profitable partnerships involving the private sector or other government
agencies.
The postal market
in India is governed by the Indian Post Office Act 1898. The Act entrusts the
Central Government with the exclusive right to collect and deliver letters,
which is implemented through the National Postal Administration. The term
'letter', however, is not defined in the Act. A large number of courier
operators are present in the postal market in India. They are free to handle
documents, parcels and other items of mail which -do not fall under the
category. 'letter'. No authentic data exists regarding the number of such
operators or the volume of mails they handle.
Entry and exit in
the postal sector are free. However, there are issues related to governance,
standardization and quality of service which call for institutional reforms.
Such reforms are essential to allow free interplay of market forces and the
consequent stabilization of the postal market. They are also required to ensure
the delivery of efficient and affordable universal postal services, which is
essential for the geographical and social cohesiveness of the country.
Effective
governance of the postal market has proved to be a key feature of reform in
advanced countries. Hence any postal sector in developing countries also
requires an effective governance mechanism.
Another issue
that needs attention at the policy level is the fragmented lCT environment of
the postal sector, which is contributing to underutilization of resources on many
fronts. The absence of organized efforts in Human Resource Development and
Planning, and the non-adoption of modern practices in this area are also
concerns, as they deprive the postal sector of skilled workforce.
The postal sector
in India is in urgent need of legislative and institutional reforms to build
the foundation for its future growth. Governance, market development,
definition of universal service obligation and standardization of leT practices
are important elements in this reform process.
The National
Postal Policy has been developed to address the systemic challenges facing the
postal sector and to enhance contribution of the sector to the national
economy. It recognizes the specific needs, expectations and service
requirements of governments, customers, postal operators and other stake
holders. The Government will use the Policy to provide necessary guidance and
direction to the postal sector with the aim of maximizing public good.
Guiding
Principles
a) Development
of an organised and well governed postal sector.
b) Provision
of Universal Postal Services countrywide.
c) Promotion
of partnerships between private and public sectors.
d) Provision
of quality services at affordable prices.
e) Adoption
of inclusive and transparent processes for policy formulation, implementation
and monitoring ..
Vision
Anorganised and
well governed postal sector, recognised as contributing to the economic and
social development of the nation.
Mission
¨ To
maximise public good by providing reliable, efficient, secure and affordable
postal services
¨ To
offer mail, courier, express, parcel, logistics, e-commerce and remittance
services to the entire population of the country.
¨ To
promote the economic and social connectivity of the people in the country.
¨ To
foster sustainable development of the postal sector through an inclusive and
transparent institutional framework, good governance and adoption of fair
common standards and technological innovation.
¨ To
promote cooperation, interaction, resource sharing and fair competition among
stakeholders.
¨ To
adopt global best practices of Human Resources Management for developing a
skiiied, committed and motivated workforce.
Objectives
1. Developing an
organised and well governed postal sector
Better governance
in the postal sector and strengthening of the universal postal service will
benefit citizens, businesses and governments.
Strategies
a. To
provide efficient and effective basic postal services at affordable prices to
all sections of the population over all geographies.
b. Leverage
the network, infrastructure and expertise of the National Postal Administration
for the growth and development of the postal sector.
c. Develop
postal statistical indicators and include relevant postal indicators among
broader infrastructure development indicators.
d. Provide
holistic support to micro, small and medium postal service providers and
encourage entrepreneurship in the sector.
e. Integrate
programs for development of the postal sector with National lCT Policy
Framework and National Development Plans.
f. Promote
the role of postal sector in achieving Millennium Development Goals as
identified by the United Nations
2. Augmenting
access to postal services
Access
to postal services is critical for disseminating information, conr1ecting
individuals and communities, and facilitating trade aild commerce. Appropriate
and affordable technology solutions are to be adopted to augment the access.
Strategies
a. Ensure
basic postal services at affordable prices.
b. Upgrade
both capacities and capabilities of the weaker links in the postal network to
improve their effectiveness.
c. Integrate
the physical network with electronic services to provide value added products
and services.
d. Implement
a programme to encourage the community, the civil society and the private
sector to participate in provisioning of postal servIces.
e. Recognise
post offices as primary public access points for Internet services,
e-Government services (tax, procurement, public utilities, passports, birth certificates, driving permits, pensions, social security benefits etc.) and
e-Commerce applications (online product/service ordering, delivery, payments, private utilities/services etc.)
e-Government services (tax, procurement, public utilities, passports, birth certificates, driving permits, pensions, social security benefits etc.) and
e-Commerce applications (online product/service ordering, delivery, payments, private utilities/services etc.)
f. Organise
campaigns for increasing public· awareness on the developmental role of the
sector.
3. Enhancing the
quality of service.
Enhanced quality
of service at affordable price is critical to the survival of the Postal
Sector. Quality of service is reflected in the degree of professionalism with
which postal service providers fulfil the changing needs of customers.
Improving the quality of postal services calls for investments in
infrastructure, adoption of ICT, and raising a well-trained and motivated
workforce.
Strategies
a. Set
up and enforce minimum and fair standards in the postal sector, in line with
global trends and documented best practises.
b. Develop
quality measurement systems applicable to all postal operators.
c. Utilise
ICT in the provisioning of postal services, especially in areas like automation
of mail processing, and adopt modern practices like data and address management
systems and digital stamping.
d. Enhance
mail security by sharing knowledge, experience and best practices with National
Postal Administrations of other countries and adopting statutes to enforce
appropriate governance standards.
e. Develop
a modern transportation network to support countrywide conveyance and delivery
of mail.
f. Enhanced
cooperation with Universal Postal Union, APPU, SAPU and other similar bodies
for evolving common global and regional approaches for improving postal
services.
4. Developing postal
and supporting infrastructure
Postal
infrastructure consists of elements like distribution networks, PIN code based
address system, mail access points, automated mail sorting systems and data
management systems. Supporting physical infrastructure on the other hand
includes roads, electricity, and general utilities. Service quality and cost of
operations are directly related to the state of postal and its supporting
infrastructure.
Strategies
a. Define
National Postal Infrastructure and recognise it as essential Public
Infrastructure.
b. Enable
National Postal Administration through legal and institutional framework to
create National Postal Infrastructure.
c. Take
steps to attractjnvestment to facilitate expansion of National Postal
Infrastructure in rural and underserved areas.
d. Identify
National Postal Administration as the repository of all postal addresses and
support it with required legal provisions.
e. Define
addressing standards. Promote usage of PIN Codes.
f. Formulate
guidelines for infrastructure sharing and partnerships.
g. Implement
strategies to reduce the carbon footprint of the postal sector, including
harnessing renewable energy sources like solar, biomass and wind.
5. Promoting the
use of lCT in provisioning of postal services
ICT offers
immense opportunities to the postal sector to reduce cost, improve efficiency
and enhance quality of service. Some of the common areas of ICT deployment in
postal sector are automation of mail processing, mail coding, tracking of mail
and ERP solutions. Interoperability and standardization are two critical
requirements that need to be met while developing and deploying ICT solutions
in the postal sector.
Strategies
a. Identify
and analyse the emerging technologies and business models to help the postal
sector achieve sustainability in the growing digital and mobile economies .
b. Promote,
stimulate and support the development of customised ICT applications for the
postal sector.
c. Minimize
usage of paper and paper products in postal sector by promoting the use of
relevant ICT solutions.
d. Create
centres of excellence for training, research and development of postal ICT
products.
e. Create
and maintain an open forum for consultation and dialogue on matters of ICT in
the postal sector.
f. Create
a "Postal lCT and R&D Fund" to ensure adequate flow of investment
into postal R&D to enhance utilisation of ICT in the postal sector.
6. Promoting
utilisation of postal services to deliver national programmes and
e-services.
e-services.
The addition of
lCT capabilities to its traditional strengths of last mile reach and trust of
the masses will make the postal network the ideal choice to deliver e-governance
and
e-commerce. The e-service solutions will improve the speed and efficiency of service delivery to the citizens and institutions. The National Postal Administration is the ideal implementation partner for government agencies in growth and poverty reduction programmes.
e-commerce. The e-service solutions will improve the speed and efficiency of service delivery to the citizens and institutions. The National Postal Administration is the ideal implementation partner for government agencies in growth and poverty reduction programmes.
Strategies
a. Identify
challenges in public administration for which solutions can be evolved by
utilising the postal system and develop adequate postal solutions to cope with
them.
b. Promote
cooperation and synergy between government and private sector entities through
the route of Public Private Partnerships for achieving national goals and
public welfare.
c. Transform
post offices into public delivery channel for services like
e-Commerce, e-Governance and financial inclusion programmes that involve a huge customer-base.
e-Commerce, e-Governance and financial inclusion programmes that involve a huge customer-base.
d. Develop
appropriate National Address Database Systems and applications using Geographic
Information Systems (GIS) to support the delivery of
e-Services.
e-Services.
e. Provide
a wide range of e-enabled value added products and services.
7. Developing a
framework for Human Resource Development and Planning
Being
a labour intensive sector, the quality of manpower in the postal sector is the
key determinant of the quality of the services it offers. Untrained and
unskilled manpower not only increases the cost of operations but also affects
quality of service.
Strategies
a. Develop
vocational training programmes through institutional linkages between the
postal and other sectors and between the postal sector and educational
institutions.
b. Introduce
specialised training courses for postal managers.
c. Develop
compliance mechanism for implementatioil of relevant government regulations
relating to employee benefits and workplace practices.
d. Create
centres of excellence with public private partnership for Research and
Development.
e. Encourage
alignment of job qualifications and recruitment processes with the requirements
of the sector.
f. Empower
each employee with essential IT capabilities in areas of functional relevance
8. Promoting
competition in the provision of postal services
Fair competition
leads to consumer satisfaction through lower prices, more choice and better
quality of service. Efforts aie therefore required to promote competition in
the provision of postal services so as to maxi mise benefits to customers,
particularly those in rural and inaccessible areas.
Strategies
a. Create
a market responsive and well governed postal sector that aspires to maximize
customer satisfaction.
b. Develop
a governance and legislative system that promotes fair competition in the
postal market and offers customers ample choice.
c. Spell
out modalities for forming Special Purpose Vehicles (SPV) and Joint Ventures
(JV) that would Promote collaboration between the government and private sector
in commerciai ventures.
d. Promote
adoption of ethical practices in the postal sector and consider adopting internationally
recognized standards in this area.
9. Develop an
institutional and governance framework.
Appropriate
and responsive governance and institutional framework acts as the foundation
for the development of the postal sector. Rapid advances in information
technology as well as the converge!1ce of technologies and delivery platforms
offer· tremendous opportunities for the development of. the postal sector. The
backing of a robust governance and statutory framework will enable the postal
sector to capitalise on these opportunities.
Strategies
a. Set
up a 'Postal Development Board' for overall development and governance of
Postal Sector. Besides this, the Board will draw roadmap for unbundling of
functions (operations, regulation and policy making) in postal sector over a
period of time, in order to develop an organized, competitive, effective, well
governed and commercial postal market in India.
The Postal Development Board
will be chaired by Secretary (Posts) and will have Secretary (Deity), Secretary
(Commerce), Secretary (Economic Affairs) and two members from Postal Services
Board as full time members and part time members from other stakeholder bodies
and Ministries.
b. Amend
the Indian Post Office Act 1898 to meet the objectives of National Postal
Policy.
c. Constitute
Postal Advisory Council comprising policy makers, postal operators, and other
stakeholders. The council will be an advisory body for effective implementation
of the policy.
d. Create
institutional framework for continuous data collection from all . postal
operators.
e. Adopt
a pragmatic and equitable approach for managing the USO.
f. Equip
Department of Posts to handle legislative issues in matters relating to
exchange of goods through postal and courier network and deal with
international trade negotiations in WTO, GATS and other multilateral and
bilateral negotiations relating to the sector.
10. Strengthen
the Natron~1 Postal Administration
The National
Postal Administration plays a critical role in the p05tal sector by ensuring
uninterrupted Universal Postal Services and providing affordable postal and
financlal services to the less privileged sections of the population. It
operates in a complex environment of government control and competition with
private players. Strengthening the National Postal Administration and
transforming it into a reliable and trusted business partner in the national
economy is essential to maximize public good.
Strategies
a. Redesigning
the business structure on modern lines with the twin objectives of scaling up
traditional silos of business like mail, parcel, banking and insurance and
capitalising on emerging opportunities in areas like e-commerce, mobile-based
services, e-governance, express and logistics and financial retail services.
The restructured business silos to be given functional autonomy, wherever
required.
b. Operationalize
all post offices into a fully converged digital network.
c. Redesign
Human Resource policies (recruitment rules, reward and recognition schemes,
apprentice and internship programmes, specialized training programmes etc.) to
achieve the objectives of National Postal Policy.
d. Creating
a business environment that will enable and encourage all stake holders of the
sector to cooperate for mutual benefit.
e. Establish
Post Bank of India as the dominant vehicle of financial inclusion.
11. Financing of
postal sector
Effective
implementation of objectives and strategies forming part of the policy calls
for adequate financing through the following:
Strategies
a) Create
an environment for attracting international and domestic investments.
b) Endeavour
to place postal sector projects within the ambit of consideration of entities
that provide project financing.
c) Provide
a stable fiscal regime to st!mulate investment and make . services more
affordable.
12. Policy
Implementation
Department
of Posts, in consultation with stakeholders, may develop a monitoring and
evaluation framework for the National Postal Policy. A mechanism may be evolved
to monitor the impact of the Policy in terms of achieving the objectives.
a. Establish
a comprehensive Monitoring and Evaluation framework for the implementation of
the postal policy.
13. Conclusion
An efficient postal
sector is a force multiplier in the economy, promoting communication and
commerce, and maximising public good. In the information age, the postal sector
is ideally placed to bridge the Digital Divide. The National Postal Policy aims
to facilitate the emergence of a robust, organrsed and well governed postal
sector in India. The Policy aims at developing and deploying a participatory
and transparent framework for policy formulation, implementation, monitoring
and 
