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 future it 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 12th Plan.
‘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 12th
Plan in addition to existing 1843 post offices. (PIB Features.)
