AnnualReportEng2019 20 PDF

Annual Report 2019-20 a
Prime Minister Sh. Narendra Modi releasing a set of six Commemorative Postage Stamps on the 150th Birth
Anniversary of Mahatma Gandhi on 2nd October, 2019 at Sabarmati River Front, Ahmedabad.
Department of Posts
Ministry of Communications
Government of India
02 Annual Report 2019-20
Table of Contents
Chapter Content Page No.
Chapter 1 An Overview 9
Chapter 2 Organisation 15
Chapter 3 IT Modernization Project 21
Chapter 4 Postal & Mail Operations 25
Chapter 5 Premium Services and Citizen Centric Services 31
Chapter 6 Rural Business 41
Chapter 7 International Business and Cooperation 45
Chapter 8 Financial Services 51
Chapter 9 India Post Payments Bank 61
Chapter10 Financial Management 69
Chapter 11 Philately 75
Chapter 12 Human Resource Development 85
Chapter 13 Estates Management 101
Chapter 14 Development Activities in North Eastern Region 107
Chapter 15 Issues of General Importance 115
Chapter 16 Public Grievances and Right to Information 121
Chapter 17 Vigilance Administration 129
Annexure 1 Audit Observations of C&AG 133
Annexure 11 Audit Report Paras Pending 134
Appendix Other Statistical Tables 137
Annual Report 2019-20 03

Statistical Tables
Table No Content Page No.
1 Mail Traffic 26
2 Profile of Savings Bank Schemes 51
3 Performance of Postal Life Insurance/Rural Postal Life Insurance 54
4 Rate of Bonus on Postal Life Insurance/Rural Postal Life Insurance 54
5 Claims Settled in Postal Life Insurance/Rural Postal Life Insurance 55
6 Revenue and Expenditure 69
7 Recovery of Working Expenses on Account of Agency Services 70
8 Average Cost and Average Revenue in Various Postal Services 71
9 Customized My Stamps printed 78
10 Stamps released 80
11 Personnel : Actual Strength 91
12 Number of Employees : Scheduled Castes/Tribes 92
13 Number of Employees : Ex-servicemen, 93
Differently Abled Ex-servicemen,Women, OBC & Minority Employees
14 Annual Return on Cases of Sexual Harassment 96
15 Average Population and Average Area served per 107
Post Office in North Eastern Region
16 Plan Expenditure in North Eastern Region 108
17 Major Development Activities in North Eastern Region 108
18 Training in North Eastern Region 110
19 MIS on RTI Requests and First Appeals 124
20 Statement of Disciplinary cases 130

Table No Content Page No.
Appendix : Other Statistical Tables
21 Postal Network at a Glance in the Country 137

22 Registered and Unregistered Mail Traffic 138
23 Articles wise Mail Traffic 139
24 Inland Money Orders Issued 140
25 Indian Postal Orders Sold 141
26 Accounts of Savings Schemes 142
27 Outstanding Balance of Savings Schemes 143
28 Distribution of Post Offices 144
29 Classified Function-wise distribution of Post Offices 145
30 Panchayat Sanchar Sewa Kendras, Franchise Outlet and Mukhya Dak Ghar 146
31 Letter Box, Post Box and Post Bag 147
32 Postal and Railway Mail Service Functional Units 148
33 Complaints Received, Settled and Pending 149
34 Philately Statistics 150
35 Countries covered under International Speed Post Service 151
36 List of Departmental Heritage Buildings 153
37 Departmental and Rental Buildings 154

AN OVERVIEW

Chapter - 1
AN OVERVIEW
1.1 The Department of Posts, with its network Office Act of 1854. The Act reformed the entire
of 1,56,600 Post Offices, is the largest postal fabric of the postal system and its provisions
network in the world. The beginnings of this granted the monopoly of carrying mail in the
vast postal network can be traced back to the British territories in India to the Indian Post
year 1727 when the first Post Office was set up Offices. The present postal system in India thus
in Kolkata. Subsequently, General Post Offices came into existence with the Indian Post Office
(GPOs) were also set up in the then three Act of 1854. In the same year, Railway Mail
Presidencies of Kolkata (1774), Chennai (1786) Service was introduced as also the Sea Mail
and Mumbai (1793). To bring some uniformity Service from India to Great Britain and China.
amongst the then Post Offices, the Indian Post Thereafter, the Indian Post Office Act of 1898
Office Act of 1837 was enacted. This Act was was passed which regulated the postal services
followed by the more comprehensive Indian Post in the country.
Department of Posts – The Last mile Reach

As on 31.03.2019
Urban Post Offices Rural Post Offices

15599 Post Offices 141001
(9.96%) (90.04%)
156600
Departmental Gramin Dak Sewak Departmental Gramin Dak

Post Offices Post Offices Employees Sewaks
25487 131113 178602 239637
On an average, 8511 people are served by a Post Office in the country; in rural areas, a Post Office
serves 6253 people, and in urban areas, a Post Office serves 28923 people.
Average area served by a Post Office is 20.99 sq.km.

VISION money remittance, banking, as well as, insurance.
Of late, the Department has undertaken the
1.2 India Post’s products and services will be
Chapter - 1
disbursal of the social benefit payments, such as

the customer’s first choice.
MGNREGA and social security pension schemes.
To meet the developments and challenges of
MISSION the new environment where the mail is seeing
1.3 The mission of the Department of Posts is a decline the world over, the services provided
as under: by the Department of Posts are being upgraded,
diversified and new services being introduced
yy To sustain its position as the largest postal
in consonance with customer expectations.
network in the world touching the lives of
every citizen in the country. A major IT Induction and Modernization
Project is currently being implemented in the
yy To provide mail parcel, money transfer,
department with focus on - Business process re-
banking, insurance and retail services with
speed and reliability. engineering and improving operational efficiency
of the department.
yy To provide services to the customers on value-
for-money basis.
yy To ensure that the employees are proud to be CONSTITUTIONAL AND LEGAL
its main strength and serve its customers with PROVISIONS
a human touch.
1.6 As per Article 246 (1), the Parliament has
yy To continue to deliver social security services
and to enable last mile connectivity as a exclusive power to make laws with respect to any
Government of India platform. of the matters enumerated in List I (or the “Union
List”) in the Seventh Schedule. Communication
1.4 In 1852, the first ever-adhesive postage is listed at entry number 31 of List I of the
stamp in Asia was issued in Sindh (Scinde); Seventh Schedule of the Constitution of India.
these stamps subsequently became famous As such, it is a Union subject and Parliament has
as the Scinde Dawk. These stamps were in exclusive powers to make laws on it. The Indian
circulation up to June 1866. The first postage postal network is governed by the Indian Post
stamp valid across the country was issued on 1st Office Act, 1898. Additionally, Indian Post Office
October, 1854 which provided an affordable and Rules, 1933 serve as subordinate legislation.
uniform rate of postage based on weight. On 18th
February,1911, the world’s first airmail flight – 1.7 An amendment in Section 7 of the Indian
from Allahabad to Naini - took place. It traversed Post Office Act, 1898 was approved by the
a distance of 18 kilometers (approx.) across the Parliament through Financial Bill, 2017 whereby
river Ganges. Since then, the Department of Posts the powers to modify rates & tariff of the basic
has proved to be one of the important institutions Postal services contained in the First Schedule of
of the country, playing an important role in the Indian Post Office Act, 1898, which was earlier
socio-economic development of the nation and with the Parliament, has now been delegated to
connecting the remotest corners of the country. Ministry of Communications.
1.5 While the core activity of the Department

is processing, transmission and delivery of mail,
IT MODERNIZATION PROJECT
there are also a diverse range of retail services 1.8 The IT Modernization Project of
undertaken by the Department, which include Department of Posts was approved by the

Government of India in November 2012 as a lakh Post offices, including 1.41 lakh in rural
Mission Mode e-governance Project with an outlay areas as infrastructure to support e-Commerce,
Chapter - 1
of ` 4909 crore. The Project aims at transforming e-Governance and financial inclusion in the
the Department of Posts’ operational efficiency country (b) Developing infrastructure to extend
and improving service delivery of operational the reach of the e-Commerce industry to
and administrative units through upgraded tier II & III town as well as to rural areas (c)
technology and connectivity. Networking of all Partnership with Common Service Centre to
1,56,600 post offices covering the remotest parts provide a bouquet of citizen centric services (d)
Consolidation of the network of 13,352 Aadhaar
of the country will enable tracking and tracing
enrolment and updation centres in Post offices
of all kinds of accountable mails and parcels in
introducing flexible timings for the convenience
the country, besides providing real–time
of customers.
information to facilitate customer feedback and
management functions. 1.10 The resolve of the Department to
support the Prime Minister’s “New India”
HEADS OF CIRCLES initiative was applauded by Union Minister of
CONFERENCE Communications, Electronics & IT and Law &
Justice Shri Ravi Shankar Prasad in his address
1.9 The annual Heads of Circles Conference was to the officers over a video conference. He asked
held at Srinagar in Jammu and Kashmir from the Heads of Circles to leverage technology to
29th to 31st July 2019. It adopted a 100 Days strengthen Digital India by adopting Artificial
Action Plan and a five-year vision to align the intelligence, IOT and Cloud computing for
Department of Posts with the Prime Minister’s citizen centric services. Most importantly, he
“New India” initiative. Some important urged the Department to tap the rising demand
decisions taken during the conference with for e-Commerce in rural and semi- urban India
participants from across the country included: by fast tracking the access of e-Commerce
(a) Leveraging the Digital network of 1.57 players to this emerging segment.
Annual Heads of Circles Conference 2019.

Prime Minister Sh. Narendra Modi releasing special commemorative postage stamps on the occasion of
550th Birth Anniversary of Guru Nanak Dev Ji at Punjab.

Chapter - 1
ORGANISATION

Chapter - 1

Chapter - 2
ORGANISATION
ORGANISATIONAL at the headquarters. In addition, Chief General
STRUCTURE Managers viz, CGM, (Business Development
Directorate), CGM (Parcel Directorate) and
2.1 The Department of Posts is under the CGM, (Postal Life Insurance) and Deputy
Ministry of Communications which is headed by Directors General, Directors and Assistant
Minister of Communications. He is assisted by Directors General of the Department provide
Minister of State for Communications. Presently necessary support to the Board.
Sh. Ravi Shankar Prasad is the Minister of
Communications and Sh. Sanjay Dhotre is
the Minister of State for Communications. CREATION OF PARCEL
The Department is headed by the Secretary, DIRECTORATE
Department of Posts and Chairperson, Postal
2.2.1 A Separate Parcel Directorate has been
Services Board. The Director General Postal
created under a Higher Administrative Grade
Services, Department of Posts handles all matters
(HAG) level officer with an aim to administer and
relating to Administration and Operations.
expand parcel business. The Parcel Directorate
looks at expansion, sales and marketing and
PLANNING AND POLICY end to end operations of all types of parcels
FORMULATION AT and registered packets. At present, Department
of Posts has a market share of 4% by volume
HEADQUARTERS and 5% by revenue of Domestic parcel market.
2.2 The Postal Services Board (PSB) is the Parcel Directorate has been created with a target
apex management body of the Department of to capturing 15% of the domestic parcel market
Posts. It comprises the Chairperson, Director (Revenue) by 2026 i.e. ` 7,600/- crore revenue
General Postal Services, Addl. Director General from the present ` 500/- crore. In order to achieve
(Coordination) and six Members. The Additional its objective of capturing 15% of the parcel
Secretary and Financial Advisor (AS&FA) is an market in India by 2026, Parcel Directorate
invitee to the Board. The six members of the will focus on marketing and sales activities,
Board look after areas of Personnel Management, robust operational capacity and providing quality
Postal Operations, Technology Induction and parcel services.
Implementation, Postal Life Insurance &
Investment of Postal Life Insurance Funds,
Banking, Human Resources Development, and POSTAL CIRCLES
Planning. The Additional Secretary and Financial 2.3 The postal network of the Country is
Advisor (AS&FA) to the Department renders divided into 23 Postal Circles for administrative
finance advice to the Postal Services Board. convenience. Circles are generally co-terminus
The Secretary, Postal Services Board assists with a State with a few exceptions. Each Circle is
the Board and is in charge of administration headed by a Chief Postmaster General. The Circles

are further divided into Regions comprising ARMY POSTAL SERVICE CORPS
groups of field units, called Divisions (Postal/
2.5 Apart from the 23 Circles, there is a separate
Chapter - 2
RMS). Each Region is headed by a Postmaster

wing called the Army Postal Services (APS) to
General. In the Circles and Regions there are
take care of postal needs of the Armed Forces.
other functional and supporting units like Stamp
The APS is designated as another Circle called
Depots, Store Depots and Mail Motor Service.
the Base Circle. It is headed by the Additional
Director General, Army Postal Service in the
OPERATIONAL UNITS rank of Major General. Officers’ cadre of Army
Postal Service is drawn on deputation from
2.4 Post Offices in the country are categorized
the Indian Postal Service. Nearly 75 percent
into Head, Sub and Branch Post Offices. Branch
of the other ranks of the Army Postal Service
Post Offices are mostly located in rural areas
are also drawn from the Department of Posts
and are manned by Gramin Dak Sevaks. The
and the remaining personnel are recruited
Sub-Post Offices are Departmental Offices
by the Army.
located in both rural and urban areas. Head Post
Offices are located in important towns and cities
mostly at district levels.
POSTAL SERVICES BOARD

Sl. No. Name of the Officer & Designation
Shri Pradipta Kumar Bisoi
1.
Secretary, Department of Posts and Chairman, Postal Services Board
Shri Salim Haque
2.
Director General, Postal Services
Ms. Arundhaty Ghosh
3.
Member (Operations)
Shri Vineet Pandey
4.
Member (Technology)
Shri Vishvapavan Pati
5.
Additional Director General (Coordination)
Shri Ashok Pal Singh
6.
Member (Banking & DBT)
Col. Sukhdev Raj
7.
Member (Planning & HRD)
Dr. Santosh Kumar Kamila
8.
Member (Personnel)
Shri Alok Sharma
9.
Member (Postal Life Insurance)
Shri Ashish Upadhyaya
10.
Additional Secretary & Financial Advisor and Permanent Invitee to the Board
Shri Tanweer Qamar Mohammad
11.
Deputy Director General (IR&GB) and Secretary, Postal Services Board

DEPARTMENT OF POSTS – ORGANISATIONAL CHART
MINISTER OF COMMUNICATIONS
MINISTER OF STATE
for
Communica�ons
Secretary (Posts)/Chairman, Postal Services Board DirectorGeneral, Postal Services
Secretary Member Member Addl. Secretary & Member Addl. DG Member Member Member
(Postal (Technology) (Banking) Financial Advisor (Personnel) (Coordina�on) (Opera�ons) (Postal Life (Planning &
Services Insurance) & HRD)
Board) Chairman
Sr. DDG DDG DDG DDG (Public Investment
CGM
DDG DDG (PAF) (Sta�s�cs) (Personnel) Grievances, Board DDG
(Parcel
Sr.DDG (PMU) (RB) Quality (MM)
Directorate)
(Vigilance Assurance &
& CVO) DDG DDG Inspec�on)
(Budget & GM(Operat CGM (Postal
DDG (Es�.) DDG
DDG Accounts) ion) Life Insurance)
DDG (PMLA) DDG
(Technology) (Plg)
(IR& GB) (Philately)
DDG CGM
DDG GM
(SR, Legal & (BD (Opera�on)
GM, CEPT DDG (Finance VP) Chief
Directorate DDG
DDG(CP) Mysore (Financial & Engineer
(Trg,
Services) PA Admn)
GM (Business& Welfare
DDG GM
DDG (Admn& BD) Investment) & Sports)
(Estates)
(RB)
ACRONYMS GM
DDG (PBI) GM
CGM – Chief General Manager (Finance) Director
DDG (PO) DDG – Deputy Director General (Finance)
GM – General Manager
RAKNPA
RAKNPA - Rafi Ahmed Kidwai National Postal &PTCs
Academy DDG(Mail
PTCs- Postal Training Centres Opera�on)
PMLA – Prevention of Money Laundering Act
DARPAN – RICT Project
RB – Rural Business DDG
PMU – Project Management Unit (Marke�ng)
Annual Report 2019-20

PBI – Post Bank of India
17
18
Department of Posts – Func�onal Units
Secretary (Posts)/Chairman, Postal Services Board Director General, Postal Services
Members, Postal Services Board/Addl. DG Coordina�on

Chief Postmaster Postal Life Insurance Business Development RAKNPA Parcel
Army Postal General Directorate Directorate Ghaziabad Directorate
Service
CEPT,
Mysore Regional Postmaster Circle Stamp Retuned
General Depot Le�er Office
56 Army Post 99 Army Post

Office (Delhi) Office (Kolkata)
Postal Training RMS General Post Foreign Postal Mail

Centre Division Postal Division
Office Post Stores Motor
Field Post Sec�on Base
Office Post Office Depot Service
Head Record Sub Sub Division
Office Division
Head Post Office ACRONYMS

Sub Record
Office Sub Post Office RAKNPA - Rafi Ahmed Kidwai Na�onal Postal Academy
RMS – Railway mail Service
Mail Branch Post Office

Office/Sec�on
Chapter - 3
IT MODERNIZATION
PROJECT

Chapter - 3

IT MODERNIZATION PROJECT
Chapter - 3
3.1 The IT Modernization Project of Solution (CIS) has been rolled out in 25,573
Department of Posts was approved by the Post Offices.
Government of India in November 2012 as
a Mission Mode e-governance Project with 3.7 The Core Systems Integrator (CSI)
an outlay of ` 4909 crore. The Project aims stream is under Implementation Phase and it aims
at transforming the Department of Posts’ at computerizing through one central platform
operational efficiency and improving service all the postal, mails and counter operations
delivery of operational and administrative units of the post offices, apart from implementing
through upgraded technology and connectivity. computerization of finance & accounts and HR
functions of the Department. 513 Divisions (501
3.2 Networking of all 1,56,600 post offices Postal & RMS Divisions + 12 independent Head
covering the remotest parts of the country will enable Post offices/GPOs) have been rolled out in CSI
tracking and tracing of all kinds of accountable
as on 31.12.2019.
mails and parcels in the country, besides providing
real–time information to facilitate customer 3.8 The Change Management stream of the
feedback and management functions. Project aimed to prepare all the employees of the
Department including Gramin Dak Sewaks to enable
3.3 The implementation of the Project started
them to function effectively in IT environment.
in the year 2012-13. The Project is being
implemented in eight segments. The project has been completed in 2015.
3.4 The Primary Data Centre has been 3.9 The Mail Operations Hardware stream
functioning at Navi Mumbai since 3rd April, of the Project aimed at supply of required
2013. Disaster Recovery Centre is at Mysuru. hardware to Mail Offices and handheld devices
to Postmen staff of the Post Offices. This project
3.5 As part of the Network Integrator stream of is under implementation phase. Under this
the Project, 27431 locations have been networked scheme various equipments like Smart Phones
under Wide Area Network (WAN) as on 31.12.2019. to Postman and Computer, Scanner, Printer, UPS
3.6 The Financial Systems Integrator stream etc have been supplied to mail offices.
aims at computerizing the Savings Bank and 3.10 Rural ICT Project (Digital
Postal Life Insurance (PLI) operations of Advancement of Rural Post office for a New
the Department through one platform. As on India (DARPAN)) is aimed at computerizing
31.12.2019 Core Banking Solution has been approximately 1,30,000 Rural Branch Post Offices
made operational in 23782 Offices and 997 in the country by supplying computer hardware,
ATMs are functional.
other peripherals, solar charging devices and
3.6.1 TheATMs have also become inter-operable providing network connectivity, development and
with those of the Banks since 30.12.2016. Intra deployment of software for MNREGS, Electronic
operable Internet Banking Service has been made Money Order (eMO) etc. to them. This project is
functional from 14.12.2018. Mobile Banking under implementation phase. As on 31.12.2019,
has been launched on 15.10.2019. In respect total 129080 Branch Post Offices have been rolled
of Postal Life Insurance (PLI), Core Insurance out under DARPAN Project.

Mobile Banking: The Department of Posts, has launched Mobile Banking
for POSB customers on 15th October 2019.
Town Hall PO in Mumbai Region, is a fully computerised Post Office completely manned by female
employees of the Department of Posts.

Chapter - 4
POSTAL
&
MAIL OPERATIONS

Chapter - 4

POSTAL & MAIL OPERATIONS
Chapter - 4
4.1 India has the largest Postal Network in Governments more effectively and efficiently
the world with 1,56,600 Post Offices of which through the BOs.
1,41,001 (90.04%) are in the rural areas. At
the time of independence, there were 23,344 4.5 Even though India has the largest postal
Post Offices, which were primarily in the urban network in the world, there continues to be a
areas. The Postal network has thus registered a demand for opening of post offices. When laid
seven-fold growth since independence, with the down norms do not justify opening of a new post
focus of this expansion primarily being in the office, demand of postal services in such area is
rural areas. On an average, a Post Office serves effectively met through the franchise scheme and
an area of 20.99 Sq. Km. and a population of Panchayat Sanchar Sewa Yojana (PSSY) scheme
8511 people. of the Department. 2120 franchise outlets and
849 postal agents under the franchise scheme
4.2 Post Offices are opened based on the and 1658 Panchayat Sanchar Sewa Kendras
distance, population and income norms fixed (PSSKs) under PSSY Scheme are functional
for the purpose. In order to fulfill the Universal in the country, to provide basic postal counter
Service Obligation, some relaxation in the facilities in uncovered areas.
criteria is made for opening of Post Offices in
the rural, remote, hilly and desert areas. 4.6 The total number of Post Offices (rural-
urban) since 2013-2014, year-wise, is shown in
4.3 During the financial year (2019-20), the the following graph:
Circles were given targets for opening of 63 Sub-
Post Offices (SOs) (by relocation / redeployment)
and 16 Branch Post Offices (BOs) (by relocation
/ redeployment), 100 franchise outlets and
provision for basic infrastructural equipments
to 1571 rural BOs, installation of 11847 letter
boxes in rural areas, 11847 Post office signages
and embedding 3480 cash chests in rural BOs.
4.4 In addition to the above, the Department

opened 1,778 new BOs during 2018-19 at Gram
Panchayat headquarter villages having no post
offices within a distance of 3 Kms in the 32 worst
affected Left-Wing Extremism (LWE) districts.
These are in the states of Andhra Pradesh, Bihar,
Chhattisgarh, Jharkhand, Maharashtra, Odisha MAIL VOLUME
and Telangana to ensure availability of postal 4.7 Comparative statistics of mail traffic
counter service facilities as well as delivery of handled during 2018-19 as compared to the
the benefits of the schemes of the Central & State previous year is given in Table-1.

TABLE- 1 REAL TIME UPDATION OF
MAIL TRAFFIC DURING 2017-18 DELIVERY INFORMATION
Chapter - 4
and 2018-19 (In Crore)

Increase/ 4.10 Introduction of Postman Mobile
Category 2017-18 2018-19 Decrease
(in percentage) Application has replaced the off-line mode
of updating the delivery status of Speed
Registered 19.33 19.79 2.43
Post / parcels, Registered Post / parcels, Cash
Unregistered 567.69 501.81 -11.60
on Delivery parcels and Money orders. The
Premium PMA captures real-time delivery information
47.59 54.65 14.84
Products*
Total 634.61 576.25 -9.19
with Latitude and Longitude of the delivery
locations. PMA has helped the Department in
*Speed Post and Express Parcel Post providing improved visibility of the delivery
status of the articles to the customers. PMA has
AUTOMATED MAIL been registered in 1,40,625 mobile phones given
to Postmen/Gramin Dak Sewaks (GDS) delivery
PROCESSING CENTRES staff across the country covering the urban
4.8 In order to expedite mail processing, as well as rural areas. Use of PMA to deliver
Department has established Automated Mail accountable mail is improving month after month
Processing Centres (AMPCs) in Delhi and registering a quantum jump from 4.33 lakh in
Kolkata. These centres are equipped with a May 2019 to 1.92 crores in December 2019.
Letter Sorting Machine (LSM) and a Mixed Mail Special features are built into PMA to cater to the
Sorter (MMS) each with a sorting capacity of business requirements of corporate customers.
35,000 and 18,000 items per hour respectively. They can obtain various types of report by
Enhanced sorting capacity and mechanized logging on to the web tool (http://apps.indiapost.
processing facility have expedited sorting and gov.in/pmamis/).
enabled faster delivery of mail in these cities.
ELECTRONIC CLEARANCE OF
POSTMAN MOBILE LETTER BOXES
APPLICATION 4.11 Electronic clearance of letter boxes
4.9 In order to provide real time updation of through the Nanyatha software has been
delivery information of various accountable implemented by the Department to put in
postal products, like Speed Post, Registered place a mechanism to monitor the letter box
Letters/Parcels, eMO and Cash on Delivery clearance. It also allows the member of public
(COD) articles, Department has undertaken to know the status of clearance of letter box
delivery of accountable postal articles through as well as number of letters cleared from a
a mobile based delivery application known as particular letter box by logging on to the web
Postman Mobile Application (PMA), which tool (http://appost.in/nanyatha/). The e-clearance
has been designed and developed by the of Letter Boxes has been implemented in
Centre for Excellence in Postal Technology 1834 cities/towns across the country covering
(CEPT), Mysuru with inputs from IT Cell, 23,671 letter boxes.
Haryana Circle. Department of Posts has
procured more than 50,000 smart phones for the
deployment of PMA.

DELIVERY OF PMJAY SPEED full-fledged workshops. 990 vehicles are provided
POST ARTICLES with GPS to track the movement of vehicles and
Chapter - 4
GPS is being installed in 305 more vehicles. 30
4.12 National Health Agency (nodal agency of MMS vehicles have been condemned during the
Prime Minister Jan Arogya Yojana – PMJAY) current financial year against which new vehicles
signed an agreement with the Department for will be provided.
booking and delivery of ~3 Crore articles within
a well defined time limit, in the Postal Circles 4.16 ` 11.60 crores was allocated in the year
of Karnataka, Kerala, Rajasthan, Tamil Nadu 2018-19 for replacement of 100 condemned
and West Bengal. Despite the stiff time line, vehicles. In the year 2019-20, ` 14.63 crore
Department successfully delivered the Speed has been earmarked for replacement of 125
Post articles to the addressees. condemned vehicles.
DELIVERY OF AADHAAR
LETTERS ELECTRONIC MONEY ORDER
4.13 Two new products of UIDAI ‘Order
(EMO)
Aadhaar Reprint Letters’ (OARL) and ‘Address 4.17 Electronic Money order service was
Validation Letters’ are being delivered to the introduced by the Department of Posts in 2008
recipients through Speed Post. and as of now, all the Departmental Post Offices
across the country have been covered under
this service. No extra charges are taken from
MAIL MOTOR SERVICE
the senders of the Money Orders for electronic
4.14 Mail Motor Service (MMS) came into transmission of their money. The advantage of
existence in the year 1944 with a purpose to sending money to someone through Electronic
meet the requirement of Department of Posts for Money Order is that the money is delivered at
conveyance of mails. The functions of the MMS the door step of the payee. Electronic money
include services like conveyance mail bags between orders can be tracked through India Post website
Post Offices, Mail Processing offices, Transit Mail www.indiapost.gov.in.
offices (TMOs), Railway Stations, Air Mail Sorting
Offices, Sea Ports, conveyance of cash, pickup and
delivery of Speed Post /bulk mail. In addition to JEEVAN PRAMAAN CENTRES
above, MMS schedules are operated for Logistic (JPC)
posts services in cities like Hyderabad, Bangalore,
4.18 Jeevan Pramaan is a biometric enabled
Delhi, Mumbai and Chennai.
digital service for pensioners for submitting
4.15 MMS is responsible for operation and their Life Certificates digitally, which was
maintenance of 1469 mail motor vehicles, out introduced on 30th June, 2015. In this service,
of which 224 are CNG propelled environment all life certificates submitted manually by the
friendly mail vans in Agra, Ahmedabad, Delhi and pensioners are now being submitted digitally by
Mumbai. There are 103 MMS units throughout using Aadhaar number. These Jeevan Pramaan
the country to operate the fleet of motor Centers are functioning in all the Head Post
vehicles, out of which 17 MMS units are having Offices across the country.

Inauguration of first all women post office in Darjeeling Division
on 27th September, 2019 at Salbari, West Bengal
KOLKATA CHENNAI
Real time delivery status updation through Postman Mobile App.

Chapter - 5
PREMIUM SERVICES AND
CITIZEN CENTRIC SERVICES

Chapter - 5

PREMIUM SERVICES AND
Chapter - 5
CITIZEN CENTRIC SERVICES
5.1 Department of Posts is a customer centric Speed Post article number on India Post website
organisation. The Post office as a one stop shop (www.indiapost.gov.in). In addition, Speed Post
provides a range of affordable and customized article can also be tracked through an Android
postal services. To provide greater impetus to based mobile app ‘Post Info’.
the business activities and with focus on specific
customer requirements, the Department of Posts 5.3.3 Salient Features of Speed Post
has launched several premium services which yy Speed Post articles can be insured for up to
include Speed Post, Business Parcel, Retail Post, ` 1 lakh.
e-post, e-payment, e-post office, Logistics Post, yy Round the clock Speed Post booking facility
Business Post, etc. is available in selected Offices in major cities.
5.2 With the exponential growth in the yy Credit facility under Book Now Pay Later
e-commerce market in the Country in the recent (BNPL) scheme
years, the Department of Posts has setup a yy Free pick-up facility
separate Parcel Directorate in April 2018 to focus yy Volume based discount facility
on this rapidly growing segment keeping in view yy Additional discount on advance payment
the needs of the customers. A separate Marketing yy National Account Facility
Division has also been setup in April 2019 to yy Cash on Delivery facility
focus on marketing and to ensure better visibility
of the products and services of India Posts.
BUSINESS POST
5.4.1 Department of Posts introduced ‘Business
SPEED POST Post’ service in 1996 to offer a comprehensive
5.3.1 Speed Post was started in August 1986 solution to Government Organizations /PSUs
for providing time-bound and express delivery and other Corporate houses for their pre-mailing
of letters and parcels weighing up to 35 kg requirements. A number of pre-mailing activities
between specified stations in India. Speed Post like folding, inserting, franking, addressing
is the flagship product of Department of Posts and pasting etc. are required to be completed
and is the market leader in the domestic express before an article is posted. Large organizations
industry. Speed Post is booked in almost all were finding it difficult to carry out these pre-
the departmental Post Offices in the country mailing activities. Business Post meets all such
and delivery is available across the country. requirements of corporate and bulk customers.
Delivery norms for Speed Post are fixed taking
into account the fastest available transport mode 5.4.2 Business Post services are available
between the stations. in Business Post Centres at major Post offices
across the country. The services include home/
5.3.2 Transmission and delivery of Speed Post office collection, insertion, sealing, addressing,
articles can be tracked online by using 13 digits franking, special handling etc. Business Post is

not a service by itself. It is a value addition for and affordability at their door steps. India Post
other services like Speed Post, Registered Post, is leveraging the vast network of Post Offices
Chapter - 5
and ordinary mail. across the country by providing services under

Retail Post which include collection of electricity
bills, telephone bills, taxes and fees.
DIRECT POST
5.5.1 With increasing commercial activity in 5.7.2 To provide railway tickets through
India, the need for direct advertising of products convenient locations, railway reservation tickets
and services by the business organizations is for all classes are being sold at select Post Offices
growing. Direct Mail, which can be defined as in association with the Ministry of Railways. The
printed matter usually carrying a sales message or service is presently available at 341 Post Offices
announcement designed to elicit a response from till the end of October, 2019 and the network is
a carefully selected consumer or business market being further extended.
is the most potent medium for direct advertising. 5.7.3 Tie ups have also been made with various
In the advanced countries, Direct Mail constitutes players for sale of third party products viz. sale
a pre dominant portion of mail traffic handled by of agricultural products, Energy Efficient LED
Postal Administrations. Direct mail can be both Bulbs, Tube lights and Fans by EESL etc.
addressed as well as un-addressed. Additionally, as part of Government of India
5.5.2 Direct Post is the un-addressed initiative of sale of “Sovereign Gold Bond”,
component of Direct Mail in India and comprises applications are accepted through all Head Post
of un-addressed postal articles like letters, cards, Offices of the Department as and when Tranches
brochures, questionnaires, pamphlets, samples are opened by RBI.
and promotional items like CDs etc., coupons, 5.7.4 Arrangements have been made for
posters, mailers or any other form of printed distribution of “Gangajal” sourced from Gangotri
communication that is not prohibited by the across the country through more than 4000 Post
Indian Post Office Act, 1898 or Indian Post Offices and through online portal i.e. e-commerce
Office Rules, 1933. portal and e Post Office portal. Arrangements
have also been made for door step delivery of
MEDIA POST “Gangajal” through Speed Post. “Gangajal” is
available in bottles of 250 ml.
5.6 India Post offers a unique media concept to
help the Corporate and Government organizations
reach potential customers through Media Post. e-PRODUCTS
No other medium can match the sheer expanse of 5.8.1 e-Post
India Post in terms of volume and reach. Media
Post offers a range of advertising mediums such i) e-Post is unregistered hybrid mail which
as postal stationery, display of posters in postal provides electronic transmission of the messages
premises etc. which may include text messages, scanned
images, pictures etc. and their delivery in hard
copies at the destination through postman/
RETAIL POST delivery staff. Presently, e-Post booking facility
5.7.1 Post Offices are also being developed is available in more than 13531 post offices and
as one stop shop to provide a range of utility physical delivery through a network of more
services to the customers providing convenience than 1.56 lakh Post Offices across India. e-Post

service is provided for both retail as well as electronically using web based software and
corporate customers. payment is made centrally through cheque from
Chapter - 5
a specified Post Office of biller’s choice.
ii) e-Post is mainly used by individual
customers for sending limited number of e-Post 5.8.3 e-IPO (Electronic Indian Postal Order)
messages. This service can be availed by the
customer by visiting e-Post enabled Post Offices i) Department of Posts has launched the electronic
or it can be sent from customer’s own premises by Indian Postal Order (e-IPO) on 22nd March, 2013
registering himself as pre-paid user of e-Post retail. to enable Indian Citizens living abroad to pay
RTI fee online through the e-Post Office portal
iii) For availing the pre-paid facility, the i.e. https://www.epostoffice.gov.in. The facility
customer has to get himself registered online by of e-IPO has been extended to resident Indian
accessing to e-Post URL www.epost-indiapost. Citizens w.e.f. 13th February, 2014.
gov.in. After completion of registration process,
a unique customer ID is generated. The customer ii) The applicant needs to register on the website
can activate/recharge its e-Post pre-paid account to create customer profile for the first time and
either by making online payment through to select the Ministry/Department from where
credit/debit card at the time of registration or information under the RTI Act is to be obtained.
by walking into any e-post enabled post office The e-IPO so generated can be used to seek
and depositing the recharge amount against the information from that Ministry/Department only.
unique customer ID. A printout of the e-IPO is to be attached with the
RTI application sent in hard copy and in case the
iv) e-post Corporate service enables corporate RTI application is filed electronically, e-IPO is
customers including Government Departments, required to be sent as an attachment.
PSUs (Public Sector Units), SMEs (Small and
Medium Enterprises), Companies etc. to draft, e-COMMERCE PORTAL
design and send the messages as per their
business requirements from their office premises 5.9 The e-Commerce portal of the Department
by using internet. The message is electronically of Posts has been launched on 14.12.2018. The
transmitted as a soft copy and at the destination e-Commerce portal is a platform to sell philatelic
it is delivered to the addressee, in the form of ancillaries and other postal products. It is also
hard copy. intended to provide a digital platform to self-
help groups/rural entrepreneurs to reach their
5.8.2 e-Payment products to the door steps of the customers.
Based on the business requirement of collection
of bills and other payments from customers POST OFFICE PASSPORT SEVA
across the country, Post Office offers a simple, KENDRA (POPSK)
convenient and smart solution in the form of
e-Payment for businesses and organizations to 5.10.1 Department of Posts (DoP) and Ministry
collect their bills or other payments through the of External Affairs (MEA) have mutually agreed
Post Office network. It is a many-to-one solution for leveraging the network of Post Office as Post
which allows collection of money (telephone Office Passport Seva Kendras in order to provide
bills, electricity bills, examination fee, taxes, passport services to citizens on a larger scale and
university fee, school fee etc.) on behalf of any to ensure wider area coverage for the benefit of
organization. The collection is consolidated the citizens.

5.10.2 The facility has brought convenience to convenience to the residents in generating new
the general public by making passport services Aadhaar and updating their Aadhaar cards in
Chapter - 5
available in their vicinity through Post Offices case of any change/mis-match.

and citizens are no longer required to travel long
5.11.3 The Aadhaar Enrolments are done free
distances in order to obtain a Passport.
of cost in Post Offices, Aadhaar Updation are
5.10.3 The pilot project for this joint venture chargeable and a sum of ` 50/- is collected from
was commenced on 25th January, 2017 at the residents for every Aadhaar Updation.
Metagali Post Office Mysuru, Karnataka and
5.11.4 Till 31.12.2019, around 1.69 crore
at Dahod Head Post Office, Gujarat with effect
transactions have been performed by these
from 25th January, 2017.
Aadhaar Centres thus generating revenue to the
5.10.4 POPSKs are opened as per the tune of around ` 80 crore.
feasibility of space & manpower in Post Offices
in consultation with MEA. 424 Post Office
PARCEL NETWORK
Passport Seva Kendras have been set up across
the country as on 31.12.2019. POPSKs are 5.12.1 Exponential growth of e-commerce
functional in 65 Aspirational Districts out of the has created enormous opportunities for the
total 115 such districts as on 31.12.2019. postal and logistics sector in the form of order
fulfillment service in the recent past. The
5.10.5 Around 42.72 lakhs applications have e-commerce driven transportation and delivery
been processed in Post Office Passport Seva of parcels and packets with online payment or
Kendras till 31.12.2019. A revenue of ` 141 Cash on Delivery (COD) along with a number
crores (approx.) has accrued to the Department of value added services has emerged as a new
till 31.12.2019. growth engine for Courier, Express and Parcel
(CEP) market all over the world including India.
AADHAAR UPDATION & 5.12.2 In this context, the Department of
ENROLMENT FACILITY IN Posts has established a dedicated set-up namely
POST OFFICES ‘Parcel Directorate’ in 2018 as a Business Unit
5.11.1 In the year 2017, Government of with focus on parcels and e-commerce generated
India decided to phase out all private agencies business. The main objectives behind it were: -
providing Aadhaar services and establish Aadhaar a) To deliver benefits of e-Commerce across the
Enrolment and Updation Centres in Banks and
country specially in rural India by providing
Post Offices. Accordingly, Department of Posts
physical connectivity up to the last mile.
was mandated by the Government of India to set
up Aadhaar Enrolment cum Updation Centres in b) To capture up to 10% market share in CEP
Posts Offices. by 2024.
5.11.2 13,352 Aadhaar Enrolment cum c) To increase parcel handling capacity from
Updation Centres have been set up in Post existing around 2 lakh per day to 8 lakh per day
Offices across the country with an aim to provide by 2024 to match the market share requirements.
Aadhaar services in the vicinity of the residents.
Out of 13,352 Aadhaar Centres, 1166 Aadhaar d) To ensure timely and secure transmission
Centres are operational in Aspirational Districts. of parcels, development of a network of Road
The facility of Aadhaar Centres has brought transport routes.

5.12.3 Achievement of these objectives Figure -1
has been envisaged through enabling Parcel
Chapter - 5
Directorate to take faster decisions with flexible
approach by providing adequate financial powers
as per the market requirements.
5.12.4 Since its inception in 2018, Parcel

Directorate has taken a number of steps to
address the needs specific to India Post’s parcel
operations and bring reliability and improvement
in quality of service. The initiatives are ranging ii) Parcel Hubs: A new and separate network
from creation of dedicated Parcel Network, consisting of 190 Parcel Hubs, including 57
strengthening of Parcel Hubs (PH), Nodal Level 1 (L1) and 133 Level 2 (L2) hubs for
Delivery Centres (NDC), rolling-out Road handling of parcels has been approved. Out of
Transport Network (RTN), ensuring Security, these 12 integrated and semi-automated parcel
improved Customer Service etc. processing centers have been operationalized
in Delhi, Mumbai, Odisha, Andhra Pradesh,
5.12.5 In brief, the major initiatives and
achievements of the Parcel Directorate during Rajasthan, Gujarat, West Bengal, UP, Punjab,
last one year have been as under: Tamil Nadu, Assam and Telangana.
i) Market and Capacity: Department of Posts Standard layouts have been approved for 171 hubs
has setup a target of capturing 10% market so far. Distribution of these hubs in Tier-I, Tier-II
share in the domestic CEP market in revenue & Tier-III cities/towns is depicted in Figure 2.
terms by 2024 and increase Parcel handling Automated Systems with Conveyer Belts have been
capacity from 6 crore per annum to 24 crore per established at 7 locations. The target is to set up 22
annum simultaneously, as shown in Figure-1 automated parcel processing systems by 2024.
below. Parcel Directorate is implementing
Parcel Network Optimization Project (PNOP) iii) Nodal Delivery Centres: 190 locations have
in this direction with a number of steps on been identified for setting up of Nodal Delivery
operational aspects. Centres (NDCs) through mechanized delivery
Parcel Hubs under PNOP NDCs under PNOP
Figure -2 Figure -3

Chapter - 5
Parcel Hub at Parel, Mumbai
of parcels. These are spread in 138 cities across is planned under the scheme to operationalise
the country to improve performance of doorstep 4 major routes connecting to Nagpur as a
delivery on the day of receipt of parcels in the transhipment centre within six months.
destination post office. The initiative will also
These would be:
strengthen delivery network for parcels in tier II
i. Delhi - Nagpur - Delhi
& tier III cities, as may be seen in Figure 3. So
ii. Mumbai - Nagpur - Mumbai
far, layouts have been approved for 177 NDCs.
iii. Kolkata - Nagpur - Kolkata
iv) Road Transport Network (RTN): With iv. Bengaluru - Nagpur - Bengaluru
the objective of consistent reliability in Parcel Standard equipment designs with detailed
Delivery services, long and short haul road specifications for Parcel hubs (PHs) and Nodal
transport networks connecting to Parcel Hubs delivery centres (NDCs) have been developed
through Transhipment Centres in major towns and equipments are being installed at all
and cities are being developed. As on 01.11.2019, PHs/NDCs as per the requirements for faster
four (4) national routes were functional and it processing of shipments.
Mechanised delivery of Parcels through two wheeler/four wheeler

v) Technology : Technology is the backbone vi) Zonal Reviews on PNOP: With the
of parcel and e-commerce delivery business. objective to develop ownership, bring focus
Chapter - 5
Necessary changes in Technology Systems on Parcels & e-commerce business and to
have been undertaken to meet customised ensure speedy implementation of Parcel
requirements of the customers. Well trained Network Optimization Project (PNOP), four
workforce is the key to efficient processing and workshops for Zonal Review at the level of Circle
customer satisfaction. Seven Training Workshops Heads (CPMGs) and Regional Heads (PMGs)
for officers & staff have been held at different were organised at Bengaluru, Chandigarh,
locations on Parcel Network Optimization Kolkata and Vadodara during 2019.
related processes and technology involved.
Online web dashboard has been developed for

central monitoring of implementation of Parcel
Network Optimization Project in all the Circles.
Shri. Sanjay Dhotre, Union Minister of State for Communications inaugurated Parcel Hub Akola, renovated
under Parcel Network Optimization Project (PNOP) on 11th January, 2020.
PNOP Zonal Workshops.

Launching of Road Transport Network on 3 routes: Kolkata-Guwahati,
Kolkata-Patna and Kolkata-Bhubaneshwar on 1st December, 2019 to address the challenge of growing
e-commerce & Parcel traffic.
Parcel Hub at Surat, Gujarat.

Chapter - 6
RURAL BUSINESS

Chapter - 6

RURAL BUSINESS
Chapter - 6
6.1 Department of Posts has a predominantly 6.5 Department of Posts is able to provide
rural network of 141001 Post Offices out of the DBT benefits to the last mile beneficiaries
total 156600 post offices in the country. The through its GDS-BPMs (Branch Post Masters)
Rural Business (RB) Division of the Department operating on POS devices called as DARPAN
of Posts (DoP) is mandated to leverage the rural devices. The Department has also taken a step
network spread across the length and breadth of in the direction of providing Aadhaar enabled
the country to provide accessible and affordable DBT payments through DARPAN devices
basic savings, insurance and postal services to to ensure that DBT reaches in the hands of
the people in rural areas. correct beneficiaries.
6.2 Financial inclusion through Post Offices 6.6 DIGITAL ADVANCEMENT OF

- One of the most important work of RB division RURAL POST OFFICES FOR A NEW INDIA
is to promote Financial Inclusion in Rural (DARPAN) - Under the Digital Advancement of
India through its Postal Savings Bank (POSB) Rural Post Office for A New India (DARPAN)
operating through 1.41 lakh rural post offices. Project, Department of Posts has provided SIM-
based handheld devices to 1,29,688 Branch
6.3 These Post Offices are providing the Post offices all over the country for carrying
opportunity to open a wide variety of small out online Postal and Financial transactions.
savings POSB accounts such SB, RD, TD, Online deposit and withdrawal of money on
Sukanya Samridhi Yojana etc. to the Rural Core Banking system, disbursement of benefits
customers. Through its vast network in rural under MGNREGS and other Social Sector
areas, Department is also facilitating opening payments schemes, booking of Registered
& premium collection for Rural Postal Life & Speed Post articles and Money Orders,
Insurance Scheme (RPLI). deposit of Postal Life Insurance (PLI) /Rural
Postal Life Insurance (RPLI) premium are being
6.4 Post Offices are also disbursing DBT
done through DARPAN devices giving a boost
payments for more than 275 Social Security
to digital transactions in the remote rural areas.
Schemes of Central & State Government to its
So far, 26 crore digital transactions have taken
beneficiaries through POSB accounts. In the last
place through DARPAN, involving an amount of
three years, DOP has made more than 8 crore
` 30,473 crores.
DBT transactions involving an amount of ` 6308
crores. These Social Security DBT payments
are made for schemes like MGNREGA wage
Payments, Old age Pension Payments and other
Social schemes under National Social Assistance
Program, Pradhan Mantri Janani Suraksha
Yojana, PM Kisan Yojana etc.

Shri Ravi Shankar Prasad, Minister of Communications giving
Sukanya Samridhi Passbook to a beneficiary on the occasion of inauguration of
BPSC Women Sub Post Office at Patna, Bihar on 21st September, 2019.
Branch Post Master doing DARPAN transactions.

Chapter - 7
INTERNATIONAL
BUSINESS AND
COOPERATION

Chapter - 7

INTERNATIONAL BUSINESS AND
Chapter - 7
COOPERATION
7.1 International Relations and Global been operationalized to streamline exports from
Business Division coordinates matters relating these locations. 28 locations spanning across
to International Business and Cooperation of the 20 circles have been enabled with the help of
Department of Posts. These include multilateral Customs to operate as Export Facilitation Centers
transactions/interactions among designated for promotion of exports of MSMEs.
postal operators of different countries under the
ambit of the Universal Postal Union (UPU) as
well as Asian Pacific Postal Union (APPU) and
INDIA AT THE UNIVERSAL
other such organizations. IR & GB Division also POSTAL UNION (UPU)
oversees bilateral discussions and agreements 7.3.1 India is one of the earliest active
with other designated postal operators, business members of the UPU, an intergovernmental
relations with designated and private postal organization of the United Nations, having its
operators and activities focused on growth headquarters at Berne, Switzerland. The Union
of revenue from international business and is responsible for ensuring efficient operation
cooperation. The Post Office has emerged as an of international postal services throughout the
important channel for international trade in India, world. It helps to ensure a Universal Network of
enabling individuals and organizations to transfer up-to-date products and services. In this way, the
goods, money and information across the borders organization fulfills an advisory, mediating and
for commercial purposes. Post office has made the liaison role, and provides technical assistance
doors wide open for exporters specially MSMEs where needed. The UPU also aims to promote
located in the far-flung villages to export their international cooperation in this sphere and
products worldwide. At the same time, it regulates the entire gamut of international postal
continues to facilitate people-to-people contact affairs through its various bodies and multilateral
around the world. agreements. In the current cycle, India is the
Co-Chair of the Committee 1 that deals with the
Integrated Supply Chain with USA as the other
INTERNATIONAL
Co-Chair.
e-COMMERCE
7.2 Cross-border e-Commerce is an important 7.3.2 The main bodies of the UPU are: (i) the
aspect of revenue generation for Department Congress; (ii) the Council of Administration
of Posts. The Department has taken several (CA); (iii) the Postal Operations Council (POC);
initiatives such as opening of Foreign Post (iv) the Consultative Committee; and (v) the
Offices (FPOs) to facilitate export and import. In International Bureau. Department of Posts is
order to boost the cross-border e-Commerce, the currently a member of the POC. The Congress is
Department has identified new key locations in the supreme body of the UPU and is composed of
liaison with Customs. Three foreign post offices the representatives of all member countries and
at Ahmedabad, Bengaluru and Hyderabad and meets every four years to define and adopt the
one Sub Foreign Post Office at Vijayawada have road map for UPU activities for each work cycle.

The work of the Congress is carried out through starting with 5 FPOs – Delhi, Mumbai, Chennai,
different Committees consisting of member Kolkata and Kochi. The customs has notified
Chapter - 7
countries, and is constituted through elections. additional locations through notifications No.–
The Committees consider various proposals and 31/2017 Customs (N.T.) dated 31st March,
submit their reports to the plenary meeting where 2017 and No. 103/2018-Customs (N.T) dated
these are put to vote by member countries. 31st December, 2018.
7.5.2 EMS Service of India Post is one of

ASIAN PACIFIC POSTAL UNION its flagship services and it has been extended
(APPU) to 6 more countries namely Bosnia and
7.4 APPU is a Restricted Union which is Herzegovina, Brazil, Ecuador, Kazakhstan,
affiliated to the Universal Postal Union with Lithuania and North Macedonia from the
a membership of 32 countries. It aims to existing network of 100 countries w.e.f.
facilitate the postal exchanges in the region and 12th September, 2019.
to promote cooperation in postal services of
Member countries. Department of Posts plays 7.5.3 A workshop on SECUREX Project, the
a leading role in the affairs of the APPU as a ambitious project on Security and customs related
co-chair of Supply Chain Integration Group and electronic data exchange was organized from 16th
member of Governing Board of the Asian Pacific to 19th July, 2019 at Kolkata jointly by Universal
Postal College. Postal Union and World Customs Organization
as part of the implementation of SECUREX
project in India. As a part of SECUREX project
EXTENSION OF SERVICES and UPU commitments, Department of Posts
7.5.1 For exporting items through Postal and Customs are in the process of running a pilot
Channel, a new procedure has been mandated for the exchange of electronic data between three
by Customs to be followed by exporters. The SECUREX countries i.e. Georgia, Kazakhstan
exporters can use the Postal Channel of exports and Vietnam.
for sending the commercial exports out of the
Country. The procedures have been put in place
by Customs in all Foreign Post offices (FPOs), PARTICIPATION IN
INTERNATIONAL MEETINGS
7.6.1 India was represented at the Board of
Trustees of the Quality of Service Fund of UPU
(QSF-BoT) from 28th to 30th January, 2019 held
in Berne, Switzerland.
7.6.2 A two member delegation from the

Department of Posts attended the hands-on
SECUREX (Security and Customs Related
Electronic Data Exchange) workshop held in
Kuala Lumpur, Malaysia from 25th February
- 1st March, 2019. The delegation was also
Exports through Postal Channel-Handling of accompanied by an officer from Central Board
Exports at FPO, Mumbai. of Indirect Taxes and Customs (CBIC).

7.6.3 India was represented at the APP e-Packet e-commerce workshop at Bangkok during
Steering Committee meeting held from 19th - 20th 4th-8th November, 2019.
Chapter - 7
March 2019 in Manila, Philippines.
7.6.13 India was represented in Disaster
7.6.4 A four-member delegation led by Management Workshop for Asia pacific region
Secretary (Posts) attended the 2019.1 session of at Bangkok during 11th-13th November, 2019.
the Postal Operations Council (POC) and Council of
Administration (CA) of the Universal Postal Union
(UPU) from 1st – 12th April, 2019 on staggered
INTERNATIONALWORKSHOPS/
dates which was held in Berne, Switzerland. BILATERAL MEETINGS
HOSTED IN INDIA
7.6.5 A two-member delegation led by
Secretary (Posts) attended the Universal Postal 7.7.1 A four-member delegation from Japan
Union’s (UPU) Regional Strategy Forum for comprising of officials from Japan Post Co.
Asia Pacific countries from 25th to 26th April, Ltd and Daiwa Institute of Research (DIR)
2019 held in Bangkok, Thailand. visited India for conducting an initial research
for collaborative projects. The research is
7.6.6 India was represented at International being conducted as per the provisions of a
Post Corporation Conference 2019 on 24th May, Memorandum of Co-operation signed between
2019 in Germany. the two sides in October, 2018. The research
was conducted in the Post Offices of New Delhi
7.6.7 India was represented at the Joint UPU- (13th – 14th February) and Mumbai (18th – 20th
WCO postal security capacity-building project in February, 2019).
Bangkok, Thailand during 10th-13th June, 2019.
7.7.2 A delegation consisting of officials from
7.6.8 India was represented in the 2019. Ministry of Internal Affairs and Communications,
3 session of the QSF- BoT (Quality of Service Japan (MIC), Japan Post and Daiwa Institute of
Fund- Board of Trustees) in Paris, France during research (DIR) visited Department of Posts on
19th-21st June, 2019. 12th March, 2019 for discussions on the results
of the initial research activity conducted in
7.6.9 A two-member delegation led by
February, 2019 in the Post Offices and other
Secretary (Posts) attended Asian Pacific Postal
Postal establishments like Foreign Post and Mail
Union’s Executive Council Meeting during 2nd- Offices of New Delhi and Mumbai.
6th September, 2019.
7.7.3 The Department conducted a training
7.6.10 India was represented at the program for the participants from Asian
3rd Extraordinary Congress of the Universal Pacific Postal College, Bangkok during
Postal Union (UPU) and at Asian-Pacific Postal 20th-26th October, 2019.
Union – Executive Council meeting during
24th-26th September, 2019. 7.7.4 The Department hosted a delegation
from State Post Bureau of China for bilateral
7.6.11 India was represented at Post Expo at discussions during 30th October-2nd November
Amsterdam, Netherlands during 30th September- 2019.
3rd October, 2019.
7.7.5 A delegation from Universal Postal
7.6.12 A two-member delegation from Union (UPU) visited India during 19th-22nd
India attended Operational Readiness for November, 2019.

Visit of a delegation from State Post Bureau of China during 30th October - 2nd November, 2019.
Workshop of India Post on SECUREX Project held in Kolkata from 16th-19th July, 2019.

Chapter - 8
FINANCIAL SERVICES

Chapter - 8

FINANCIAL SERVICES
Chapter - 8
8.1 Department of Posts operates Small Certificate (NSC), Kisan Vikas Patra (KVP),
Savings Schemes on behalf of Ministry of Senior Citizens Savings Scheme (SCSS) and
Finance, Government of India. Savings Bank Sukanya Samriddhi Account. The outstanding
facility is provided through a network of balance under all National Savings Schemes
1.56 lakh Post Offices across the country.The and Saving Certificates in Post Office is
Post Office Savings Bank operates Savings ` 908387.05 crore as on 31.03.2019.
Accounts, Recurring Deposit (RD), Time
Deposit (TD), Monthly Income Scheme (MIS), 8.2 The profile of the Savings Bank Schemes
Public Provident Fund (PPF), National Savings and Saving Certificate is as under:
TABLE 2
SAVINGS BANK SCHEME : PROFILE (AS ON 31.3.2019)
Outstanding Balance
Name of the Schemes Number of Accounts
(` In crores)
Savings Accounts (including
189800753 105599.56
MGNREGA with balance)
RD Accounts 118752677 102407.03
TD Accounts 21250457 124290.8
MIS Accounts 15326652 192655.98
NSS Accounts (87 &92) 271331 3118.76
PPF Accounts 2604498 78525.34
Sr. Citizens Savings Scheme (SCSS) 1724424 55706.69
Fixed Deposits 390 17.72
MSY Accounts 149505 1.53
Sukanya samridhi Account 14103406 34647.69
Total 363984093 696971.10
Savings Certificate
NSC VIII Issue 98484.55
KVP 19305.35
KVP-2014 93626.05
Total 211415.95
GRAND TOTAL 908387.05
Source: - Book Section

KISAN VIKAS PATRAS INTERNATIONAL MONEY
8.3 Kisan Vikas Patra (KVP) is an extremely TRANSFER SERVICE
Chapter - 8
popular savings instrument. It was discontinued 8.6 The Service enables instant international
with effect from 1st December 2011, but was money remittance to customers in India sent from
relaunched on 18th November 2014. The around 195 countries on a real time basis. India
quarterly interest rate of KVP is 7.6 percent for Post is operating this Service in association with
the quarter 01.01.2020 to 31.03.2020. Minimum Western Union from 9955 Post Office locations.
investment in Kisan Vikas Patra is ` 1000. Total The revenue generated from the service in
30.18 Lakh KVPs were sold during 2018-19 2018-19 upto March 2019 is ` 8.22 crore and for
with deposit of ` 26478.36 crores and 21.43 the year 2019-20 (up to sept.) ` 3.27 crore.
Lakh KVPs were sold during 2019-20 upto Dec.
2019 with an investment of ` 19730.16 crores.
Physical certificates have been discontinued by NATIONAL PENSION SYSTEM
introducing e-mode certificates w.e.f. 1.07.2016. (ALL CITIZENS MODEL)
8.7 India Post is a point of presence for National
CORE BANKING SOLUTION Pension System (NPS) (All citizens Model).
Any citizen of India between 18 to 65 years of
8.4 The Core Banking Solution is part of age can join NPS. The pension contributions
India Post IT Modernization project and aims are invested in various schemes by different
to bring in various IT solutions with required Pension Fund Managers appointed by Pension
IT infrastructure in Post Offices. India Post is Fund Regulatory and Development Authority
implementing core banking in all Departmental (PFRDA) as per the preference of the Subscriber.
Post Offices. Banking Solution through Mobile The facility to open a pension account under this
Application and Hand-Held Devices are provided Scheme is available at all Head Post Offices in
to the Rural Post Offices. The facilities of ATM, the country. 28119 accounts have been opened
Internet Banking (w.e.f. 14.12.2018) and Mobile by DoP since inception and ` 1.25 crore has been
Banking (w.e.f. 15.10.2019) have been provided earned as commission till Dec. 2019.
to POSB Customers.
8.5 Department of Posts has signed a contract RETAILING OF MUTUAL FUNDS

with M/s Infosys Ltd, the Financial Services
Integrator (FSI), and vendor, for implementing 8.8 The Post Office is playing an important
Core Banking Solutions and installing ATMs. role in extending the reach of the capital market
The project started on 28.9.2012. 23782 Post of the country and also provides the common
Offices have been migrated to CBS environment man an easy access to market based investment
and 997 ATMs are functioning. From 31.12.2016, options. Presently, Mutual Funds of UTI MF are
these ATMs have become interoperable with being retailed through Selected Post Offices.
Banks. India Post customers having ATM cards
can do transactions on other bank ATMs and SUKANYA SAMRIDHI
similarly other Banks’ customers can transact on
ACCOUNT
India Post ATMs as well.
8.9 Sukanya Samridhi Account, a new Small
Savings Scheme for the welfare of girl child,
was launched on 22nd January 2015. Under

the scheme, a legal/natural guardian can open bodies as much as National Assessment and
one account in the name of one girl child and Accreditation Council (NAAC), All India Council
Chapter - 8
maximum two accounts in the name of two for Technical Education (AICTE), Medical
different girl children up to 10 years from Council of India (MCI) etc., joint ventures
date of birth of the girl child. Total 24.27 lakh having a minimum of 10% stake of Central/State
accounts were opened during F.Y. 2018-19 Governments/PSUs and employees engaged/
with total deposit of ` 10615.79 crores and appointed on contract basis by Governments
16.35 lakh accounts have been opened during where the contract is extendable.
2019-20 (April to Dec. 2019) with total deposit
of ` 8344.31 crores. Now 1.59 crore accounts 8.12 Further, following category of employees/
have been opened since inception with total professionals have been brought under the PLI
deposit of ` 34927.37 crores. coverage:
(i) Employees (teaching / non-teaching staff)

JAN SURAKSHA SCHEMES of all private educational institutions/schools/
colleges etc. affiliated to recognized Boards
8.10 Jan Suraksha Schemes viz. Pradhan Mantri (recognized by Centre/State Governments) of
Suraksha BimaYojna (PMSBY) and Pradhan Secondary/Senior Secondary Education i.e.
Mantri Jeevan Jyoti BimaYojna (PMJJBY) CBSE, ICSE, State Boards, Open Schools etc.
were launched w.e.f. 7.09.2015 in all CBS Post
Offces.The schemes are available to all Post (ii) Professionals such as Doctors (including
Office Savings Account holders. Atal Pension Doctors pursuing Post Graduate degree courses
Yojna (APY) was launched in 808 CBS Head through any Govt/Private Hospitals, Resident
Post Offices from 1st December, 2015 which is Doctors employed on contract/permanent basis
further extended to 20457 CBS sub post offices. in any Govt/Private Hospitals etc.), Engineers
Since inception, 86.44 lakh PMSBY, 4.45 lakh (including Engineers pursuing Master’s /Post
PMJJBY and 2.95 lakh APY enrollments have Graduate degree after having passed GATE
been made in Post offices till 31st Dec. 2019. entrance test), Management Consultants,
Chartered Accountants registered with Institute
of Chartered Accountants of India, Architects,
POSTAL LIFE INSURANCE
Lawyers registered with Bar Council of India
8.11 Postal Life Insurance (PLI), introduced /States. Bankers working in Nationalized
in 1884, is the oldest life insurance scheme for Banks and its Associate Banks, Foreign Banks,
benefit of the Government and semi Government Regional Rural Banks, Scheduled Commercial
employees. Initially meant only for the Post Office Banks including Private sector Banks etc.
employees, today it caters to employees of the
Civil and Military personnel of the Central and (iii) Employees of listed companies of NSE
State Governments, Local Bodies, Government (National Stock Exchange) and Bombay Stock
aided educational institutions, Universities, Exchange (BSE) in IT, Banking & Finance,
Nationalized Banks, Autonomous institutions, Healthcare/Pharma, Energy/Power, Telecom
Public Sector Undertakings of the Central and Infrastructure Sector etc, where employees
State Government, employees of organizations are covered for Provident Funds/Gratuity and/
such as Scheduled Commercial Banks, Credit or their leave records are maintained by the
Co-operative Societies, Deemed Universities and establishment.
Educational institutes accredited by recognized

RURAL POSTAL LIFE benefit of rural populace to extend insurance
INSURANCE cover to the people living in rural areas with
Chapter - 8
special emphasis on weaker sections and

8.13 Rural Postal Life Insurance (RPLI) women workers.
scheme was introduced in 1995 for the
MAXIMUM LIMIT OF INSURANCE (SUM ASSURED) OF PLI/RPLI

Maximum limit of insurance (sum assured) of PLI is ` 50 lakh and of RPLI is ` 10 lakh
POLICIES UNDER PLI POLICIES UNDER RPLI

8.14 PLI offers following types of Policies: - 8.15 RPLI offers following types of Policies:
(i) Whole Life Assurance (Suraksha) (i) Whole Life Assurance (Gram Suraksha)
(ii) Convertible Whole Life Assurance (Suvidha). (ii) Convertible Whole Life Assurance (Gram
(iii) Endowment Assurance (Santosh) Suvidha)
(iv) Anticipated Endowment Assurance for 15 (iii) Endowment Assurance (Gram Santosh)
and 20 years (Sumangal). (iv) Anticipated Endowment Assurance for 15
(v) Joint Life Endowment Assurance (Yugal and 20 years (Gram Sumangal)
Suraksha). (v) 10 years RPLI (Gram Priya)
(vi) Children Policy (Bal Jiwan Bima). (vi) Children Policy (Bal Jiwan Bima)
PERFORMANCE OF PLI/RPLI
8.16 The business procured during the year (Jan’19 to Nov’19) and the total sum assured in PLI /
RPLI as on 30.11.2019 is as under:
Table-3
PERFORMANCE OF POSTAL LIFE INSURANCE/RURAL POSTAL LIFE INSURANCE
(as per system report)
Name of No. of new policies Sum Aggregate Aggregate Premium
Plan procured in year Assured (in No. of active Sum Assured income
2019-20 (in lakh) ` cr) Policies (in lakh) in (in ` cr) (in ` cr)
(Jan’19 to Nov’19) (unaudited) (unaudited) (unaudited)
PLI 2.46 15049.67 63.08 179150.61 7035.50
RPLI 6.64 9181.39 249.52 132460.84 2438.24
8.17 Net accretions to Post Office Life Insurance Fund (POLIF) and Rural Post Office Life Insurance
Fund (RPOLIF) are being invested in Government securities and other portfolios as per IRDA guidelines
since 4th November 2009.

8.18 The bonus for continuing PLI and RPLI Policies has been declared at the following rates:
Table-4
Chapter - 8
RATE OF BONUS ON POSTAL LIFE INSURANCE/RURAL POSTAL LIFE INSURNACE
Rates of Bonus per Rupees thousand sum assured per annum
Plan Endowment Anticipated
Whole Life Assurance
Assurance Assurance
PLI as on 31.03.2016 ` 85 ` 58 ` 53
RPLI as on 31.03.2016 ` 65 ` 50 ` 47
8.19 The claims in respect of PLI and RPLI policies settled from 01.01.2019 to 30.11.2019 are
as under: -
Table-5
CLAIM SETTLED IN POSTAL LIFE INSURANCE/
RURAL POSTAL LIFE INSURNACE DURING (Jan’19 to Nov’19)
Details PLI RPLI
Number of Claims 35473 55125
Amount paid (in ` crore) 439.49 168.90
ROLL OUT OF CORE APP, BOs are able to index all service requests
INSURANCE SOLUTION (CIS) as being done in McCamish.
PROJECT These initiatives will help Department of Posts in
8.20 All the PLI / RPLI operations have been providing better after-sales services to Customers
automated under FSI Project 2012. The business of PLI and RPLI, particularly to those living in
processes developed for the new PLI Software in rural areas of the country.
the FSI project involve all processing work to be
done at Central Processing Centers (CPCs) with
provision for online approval by the competent IMPLEMENTATION OF CORE
authority without any physical movement of INSURANCE SOLUTION (CIS)
files beyond CPCs. Further, PLI Policies of APS PROJECT:
(Base Circle) numbering more than 12 Lakhs yy Facility of web portal and mobile portal
Policies have been migrated to McCamish allow customers to view and carry out
System in June’2018. Customers of PLI Policies transactions relating to their postal life
of APS are now able to (i) Get Policy servicing insurance policies on real time basis.
requests accepted/processed PAN India (ii)Pay yy Anytime anywhere policy
premium in any Post Office PAN India and also procurement. All insurance policies are
pay premium online through Customer Portal. stored electronically for easy retrieval
and quicker customer service fulfilment
8.21 Further, DARPAN-PLI App “All scenario from anywhere in the country.
APP” has been rolled out across India. Previously yy Convenient Premium Payment Options:
the App was rolled out with only two scenarios The premium is possible to be paid through
viz. indexing of maturity claim and collection of various methods i.e. cash, cheque, pay
Renewal premium. With rollout of All Scenario

of claiming it as untainted property.” The Act
deduction, credit/debit card. Payment was amended by the prevention of Money
through ECS, ATMs, Net Banking will
Chapter - 8
Laundering Amendment Act, 2009 w.e.f. 1st June,

also be provided shortly as a part of the
2009. Department of Posts was brought into the
‘Core Insurance Solution’ (CIS).
ambit of this Act with this amendment wherein
yy Customer Care: The Solution will bring Section 2(1)(1) listed Department of Posts in the
about a state of art Customer Call Centre
Government of India as a “financial institution.”
to handle customer requests. There will
be faster turn-around time for claims
settlement. ORGANISATIONAL SETUP
yy Employer Portal Integration UNDER PMLA
Employer Portal is the web portal 8.24 At the Directorate level Deputy Director
designed for collection of Direct salary/ General (DDG PCO/PMLA) is the Principal
Pay deduction premium from respective Compliance Officer of the Department of Posts
DDOs. With its roll out, the physical and is responsible for implementing all compliance
submission of premium deduction related activities within the Department of
schedules will no longer be required. Posts. Member(Banking) has been appointed
“Designated Director” for the Department of
SAMPOORNA BIMA GRAM Posts. At Circle level, there are 23 Nodal Officers
(SBG) YOJANA who are circle Compliance Officers.
8.22 In Bima Gram Yojana, a minimum of
MONITORING MECHANISM
100 households in each of the identified village
are brought under the coverage of at least one UNDER PMLA
RPLI policy. The annual target for 2019-20 8.25.1 The Department of Post has circulated
is to cover 50,000 villages under the ambit a master circular for compliance of Anti-
of Bima Gram Yojana. Till 30th November, Money Laundering/Combating the Financing
2019, a total of 9377 villages have been of Terrorism (AML/CFT) norms for the Small
brought under the ambit of Bima Gram Yojana, Saving Schemes with exhaustive guidelines.
covering 8.74 lakh households with life cover of
` 5255.34 crores 8.25.2 Compliance Officer at the Circle level
are responsible for verifying the data generated
for Cash Transaction Report(CTR), Suspicious
THE PREVENTION OF Transaction Report (STR) and Counterfeit
MONEY LAUNDERING, ANTI Currency Report (CCR) to the next higher level and
MONEY LAUNDERING (AML)/ also for looking after the training of Anti Money
COMBATING FINANCING Laundering (AML), Know your Customer(KYC)
and AML inspection for the circle.
OF TERRORISM (CFT)
COMPLIANCE STRUCTURE 8.25.3 For effective AML/CFT monitoring
by staff, 26,736 officials have been imparted
8.23 The Prevention of Money Laundering
training on AML/CFT for the year 2019-20 (upto
Act(PMLA), 2002 came into force w.e.f.
November, 2019) .
1st July, 2005. The Act defines money laundering
as “any process or activity connected with 8.25.4 In 2019-20, 15,186 post offices
proceeds of crimes including its concealment, have been inspected with reference to AML
possession, acquisition or use and projecting Compliance across the country.

Saving Bank Mela, Central Kolkata, West Bengal Circle.
PLI/RPLI Mela, Gujarat Cirle.

Tamilnadu Circle: Special camps were undertaken at various Government Primary Schools under the
jurisdiction of Chennai City Region aimed at 100% coverage of eligible girl children under
Sukanya Samriddhi Accounts (SSA).

Chapter - 9
INDIA POST
PAYMENTS BANK

Chapter - 9

INDIA POST PAYMENTS BANK
Chapter - 9
9.1 During the Budget Speech 2015-16, the with 100 % GOI equity under Department of
Finance Minister announced setting up of a Posts on 17th August, 2016. Two pilot branches
Payments Bank by Department of Posts to were launched on 30th January, 2017 at Ranchi
promote financial inclusion and increase access in Jharkhand and Raipur in Chhattisgarh in
of the people to the formal financial system. collaboration with Punjab National Bank.
9.2 The Government (Cabinet) accorded 9.3 Prime Minister of India inaugurated PAN
approval for setting up of India Post Payments India operations of 650 IPPB branches with 3250
Bank (IPPB) on 1st June 2016 with a total project Access points on 01.09.2018 from Talkatora
outlay of ` 800 crores and mandated the roll Stadium. As on 30.11.2019, 650 IPPB branches
out of 650 branches across the country located and 136078 Access Points have been rolled out
at district headquarter post offices with all post across the country.
offices in a district linked to the respective
IPPB branch. Below the district level there is Vision of India Post Payments Bank
a complete integration with the post offices so yy Building most accessible, affordable and
that each post office functions both as a Postal trusted bank for common man.
outlet and also an access point for the Payments yy Spearheading Financial Inclusion Agenda
for under-banked populace.
Bank. Consequent to Cabinet approval, IPPB
got incorporated as a Public Limited Company
Shri Ravi Shankar Prasad, Minister of Communications addressing the officers at leadership meet of
DoP & IPPB, AAROHAN 3.0 on 10th January, 2020 at New Delhi

Service delivery channels of India Post Payments Bank
Chapter - 9
yy Assisted banking Channels

yy Micro ATMs
yy Post Office Counters
yy Self Service Channels
yy Mobile Banking
yy Aadhaar enabled Payment System (AePS)
9.4 In August, 2018, Union Cabinet has services delivery agents have been equipped with
approved the revised budget outlay of ` 1435 necessary hardware like mobile devices etc. The
crores for IPPB from its existing approved outlay of large workforce offers doorstep banking in Rural,
` 800 crores. After 1st September, 2018 launch, in Urban and Remote areas thus enabling IPPB to
a record period of around four months more than take banking to the last mile including migrant
1 lakh access points have been rolled out and this workers, senior citizens and homemakers.
has resulted in IPPB now becoming the biggest
bank of the country in terms of physical presence 9.5 IPPB was the second payments bank to
of having 136078 access points along with a launch its operations and is one of the pioneers
large force of around 2 lakh postmen and GDS in this area to usher in an environment of digital
to offer banking at door step. During this activity payments in the country. It has increased the
of roll out, around 3 lakh postal employees have rural foothold of the formal banking network by
been trained and post offices along with last mile 2.5 times.
9.6 IPPB Offerings :-
yy Doorstep delivery of Services.

yy Access to cash from any bank account through Aadhaar enabled Payment Services (AePS).
yy Assisted transactions including UPI.
yy Product Suite :-

9.7 While its services are available to all, the IPPB primarily focuses on serving social sector
beneficiaries, migrant labourers, un-organised sector employees, Micro-Small and Medium Enterprises
Chapter - 9
(MSMEs), Panchayats, low-income households and the unbanked and under-banked segments in both
the rural and urban areas.
IPPB’S SERVICE ELEMENTS

IPPB products, service and delivery channels are built on the following pillars
yy ACCESSIBILITY : Network of 1.57 lakh Post offices (Approx. 90% rural) and approx. 2.5
lakh Postmen and GDS delivering doorstep banking services.
yy AFFORDABILITY: Utilizes public technology infrastructure such as Aadhaar, NPCI and RBI
to offer services at affordable rates.
yy EASE OF BANKING: POSA integration, last mile postmen and GDS empowered with
financial knowledge and adequate tools to offer services of IPPB.
yy DIGITAL ECOSYSYTEM: Reducing cash dependency and align with Digital India Mission.
yy FINANCIAL LITERACY: Educating customers on savings, payments, investment,
insurance etc.
9.8 Synergy between POSB and IPPB. - 9.9 Recently the first anniversary of IPPB
Post Office Savings Bank (POSB) products business operation was celebrated on 09.09.2019
primarily aim at savings whereas IPPB primarily at Vigyaan Bhawan, New Delhi and during the
focuses on encouraging digital payments and event efforts of various Circles and their officials
remittance. POSB has savings schemes such were awarded. Minister for Communications
as SB, TD, MIS, PPF, SSY etc. whereas IPPB (MoC) presented the award to winning Circles
has only Savings Accounts & Current Accounts and officers. During this event Minister for
(CASA), Remittance and Bill Payment Services, Communications (MoC) also announced roll
Merchant Services and Third-Party Products. out of Aadhaar enabled Payment System (AePS)
With the introduction of IPPB, Post Office by India Post Payments Bank. With the launch
Savings Account (POSA) accounts can be linked of AePS services, IPPB has now become
to an IPPB account which enables access for the single largest platform in the country for
POSA customers to the inter-operable banking providing inter-operable banking services to
ecosystem, thereby enabling them for IMPS, the customers of ANY BANK by leveraging
UPI, NEFT and RTGS and other online modes of the last mile unprecedented reach of the
payments like BBPS. Similarly, POSA accounts postal network.
complement IPPB accounts by becoming a
sweep-out destination for accounts which have
Business Snapshot as on 31.12.2019:
balances above ` 1 lakh at end of the day. IPPB
also compliments e-commerce business of DoP • Number of Accounts : 1.55 crores
by facilitating e-commerce payments. • Account Balance : ` 527.15 crores
• Value of transactions : ` 9324.89 crores

Shri Ravi Shankar Prasad, Minister for Communications at event of First Anniversary of IPPB
business operation celebrated on 9th September 2019 at Vigyan Bhawan, New Delhi.

GDS delivering door step banking services of IPPB to people in rural areas
AePS Launch

Chapter - 10
FINANCIAL
MANAGEMENT

Chapter - 10

Chapter - 10
FINANCIAL MANAGEMENT
10.1 The total revenue of the Department of Departments as Agency Charges (recoveries) are
Posts, including remuneration for Savings Bank ` 686.46 crore. Gross working expenditure is
& Savings Certificate work earned from January ` 23748.26 crore. Deficit of the department is
2019 to October 2019 is ` 11472.71 crore and ` 11589.09 crore.
the amount received from other Ministries/
Table-6
REVENUE & EXPENDITURE DURING 2018-19 & 2019-20
(` in Crore)
Particulars Actual Actual Anticipated
Jan 2019 April to Total November
2018-19 to March October (Jan 2019 to 2019 to
2019 2019 October) 2019 March 2020
Revenue
Sale of Stamps 78.25 41.32 123.43 164.74 88.16
Postage Realized in Cash 3869.09 1275.06 1933.94 3209.00 1381.39
Commission on Money Orders
248.76 64.72 128.11 192.83 91.51
and Indian Postal Orders etc.
Remuneration for Saving Bank/
8600.00 2837.40 4670.87 7508.27 3336.34
Saving Certificates Work.
* Other Receipts 686.46 131.05 266.82 397.87 190.58
Total 13482.56 4349.55 7123.16 11472.71 5087.97
Expenditure
General Administration 1929.37 327.04 1473.02 1800.06 1052.16
Operation 16802.33 3385.82 10122.32 13508.14 7230.23
Agency Services 555.23 132.57 305.25 437.81 218.03
**Others 8632.03 1695.30 6306.95 8002.25 4504.97
Total Gross Expenditure 27918.95 5540.72 18207.54 23748.26 13005.39
Less Recoveries 789.87 251.02 435.44 686.46 311.03
Net Expenditure 27129.08 5289.70 17772.10 23061.80 12694.36
Deficit (Net Exp - Revenue) 13646.52 940.15 10648.94 11589.09 7606.39
* This includes service charges retained by the Department of Posts from sale of Passport Application Form, Passport Fee
Stamps, Central Recruitment Fee Stamps, receipts from other Postal Administrations etc. Sale of stamps includes sale of
Postage stamps, service stamps.
**This includes Audit and Accounts, Civil Engineering, Amenities to staff, Stationery and Printing etc.
Source: Budget Section

TABLE-7
Chapter - 10
RECOVERY OF WORKING EXPENSES ON ACCOUNT OF AGENCY SERVICES

(` in Crore)
Sl
Head of Account Actual Actual Anticipated
No.
Jan 2019 April 2019 November
2018-19 to March to October TOTAL 2019 to
2019 2019 March 2020
Payment of Coal Mines and
1 EPF/Family pension and misc 5.83 0.60 0.39 0.98 0.28
services (DOT/BSNL/MTNL)
2 Payment of Railway Pension 7.61 -0.98 0.32 -0.66 0.23
3 Postal Life Insurance 764.13 240.33 426.91 667.24 304.94
4 Custom Duty Realisation 0.30 0.29 0.01 0.30 0.01
5 *Others 12.00 10.78 7.81 18.59 5.58
Total 789.87 251.02 435.44 686.46 311.03
*This includes Commission on sale of Non-Postal stamps of Delhi Administration, Recoveries from Army Postal Service
Accounts and other Government Departments etc.
Source: Budget Section
10.2. The earnings of the Department are in the CAPITAL OUTLAY

form of ‘Recoveries’ and ‘Revenue Receipts’.
10.3. The expenditure on fixed assets up
The item ‘Recoveries’ mentioned in Table 7
to October 2019 was ` 248.17, out which
represents the amount of commission earned by
5.68% was on Land and Buildings, 92.72% on
the Department for Agency Functions done on
Mechanization and Modernization of Postal
behalf of other Departments and organizations
Services and 1.6 % on Mail Motor Vehicles
and Revenue Receipts are on account of sale
and others.
of Postal articles, commission on money orders
and Indian Postal Orders.

COST OF SERVICES
Chapter - 10
10.4 The average cost & average revenue of various postal services are as under:-
TABLE-8
AVERAGE COST AND AVERAGE REVENUE IN VARIOUS POSTAL SERVICES
DURING 2016-17 AND 2017-18
(Figures in Paise)
Sl. 2016-2017 2017-18
Name of Services
No. Cost Revenue Cost Revenue
1 Postcard 1215.76 50.00 1298.45 50.00
2 Printed Postcard 1174.45 600.00 1253.63 600.00
3 Competition Postcard 1175.01 1000.00 1259.13 1000.00
4 Lettercard(Inland Letter) 1207.36 250.00 1270.80 250.00
5 Letter 1330.19 1291.41 1519.74 1582.78
6 Registered Newspaper-Single 1481.75 40.00 1547.41 202.00
7 Registered Newspaper-Bundle 1786.85 24.00 1842.21 87.00
Book Post, Book Pattern &
8 1477.77 669.10 1564.69 819.15
Sample Packets
9 Book Post-Printed Books 2087.06 275.77 2461.72 375.77
10 Book Post-Other Periodicals 2152.57 1181.41 2199.18 778.88
11 Acknowledgement 1091.55 300.00 1156.72 300.00
12 Parcel 8923.75 4661.09 8466.38 4270.03
13 Registration 6899.59 1700.00 7297.07 1700.00
14 Money Order 19735.01 4250.30 19823.96 2895.66
15 Indian Postal Order 9379.48 449.95 9034.85 446.72
16 Speed Post 8522.37 3831.10 9120.21 3983.25
17 Value Payable Post 4839.40 417.56 5092.70 416.69
18 Insurance 9269.56 10536.29 9771.85 4160.02
Source: Tariff and Costing Section

Philately
Chapter - 11
PHILATELY

Chapter - 11

PHILATELY
Chapter - 11
11.1 Philately is the hobby of collecting stamps in limited quantities and generate great interest
as well as the study of postal history and other among philatelists and collectors.
philatelic items. It is a mode of commemorating,
celebrating and promoting national heritage, 11.4 The philatelic activities of the
culture, events and personalities. Postage Stamps Department include:
are pictorial ambassadors. They are a statement yy Designing, printing, distribution and sale
of the sovereignty of a nation. of commemorative postage stamps through
philatelic bureaus and counters, e-post
11.2 After Independence, the medium of
office, etc.
postage stamps was initially used to highlight
yy Designing, printing and distribution of
the country’s achievements in science and
definitive postage stamps and items of postal
technology as well as its socio-economic
stationery like Envelope, Inland Letter Card,
development by depicting themes like Five Year
Postcard, Aerogram, Registered Cover, etc.
Plans, steel plants, dams etc. Subsequently, the
country’s rich cultural and natural heritage came yy Promotion of Philately and conduct and
to be showcased and many beautiful stamps have monitoring of Philatelic Exhibitions.
been issued in thematic sets on art, architecture, yy Maintenance of the National Philatelic
crafts, maritime heritage, science, technology, Museum, Dak Bhawan, New Delhi.
defence and cinema etc.. Great leaders of national
and international standing have been honoured PHILATELIC ADVISORY
with commemorative stamps, the most important
COMMITTEE (PAC)
being Mahatma Gandhi. The Father of the Nation
has been honoured with commemorative as well 11.5 A Philatelic Advisory Committee (PAC)
as definitive stamps. Personalities of repute in advises the Government of India on the annual
areas like painting, literature, science, music, programme for issue of commemorative stamps.
social upliftment etc. have also been portrayed It is an important forum for citizen- government
on commemorative postage stamps. interface where persons who have achieved
eminence in various fields can contribute to the
11.3 In keeping with their dual character process of identifying and highlighting issues
as ‘Tokens of prepayment of Postage’ and as or events, institutions, personalities and themes
‘Cultural Ambassadors’, there are two categories whose commemoration through postage stamps
of stamps viz. Definitive and Commemorative would help elevate the image of India in the
Postage Stamps. Definitive postage stamps are global arena.
meant for day-to-day use as a token of pre-payment
of postage on mail articles. These incorporate
less complicated design inputs, entailing RELEASE OF STAMPS
minimum expenditure in their manufacture 11.6 A total of 29 issues (Table-10) were
and are printed in large quantities, over longer released during the period 1st April, 2019 to
periods. On the other hand, Commemorative 22nd January, 2020, commemorating various
postage stamps are designed and printed with personalities, events/ occasions. Some of the
greater aesthetic inputs. These are manufactured significant commemorations were – Indian

Fashion-Sari in myriad forms: Series 2, Ahimsa CELEBRATION OF NATIONAL
Parmo Dharma, Indian Perfumes, Gandhian
Chapter - 11
POSTAL WEEK
Heritage in Modern India, Indians in First
World War, 150th Birth Anniversary of Mahatma 11.9 National Postal Week was celebrated
Gandhi, Historical Gates of Indian Forts across the country from 9th October, 2019 to
and Monuments, 550th Birth Anniversary of 15th October, 2019 and various activities like
Guru Nanak Dev Ji, Child Rights, 250th Rajya Philately workshops, letter writing and stamp
Sabha Session. design competitions were organized to promote
philately. School children in large numbers
visited the National Philatelic Museum at
PRINTING OF INNOVATIVE Delhi during the National Postal Week. A set of
STAMPS Commemoraive Postage Stamps and Miniature
Sheets on two new fragrances of Indian Perfumes
11.7 A set of six octagonal shaped
viz. Agarwood and Orange Blossom were
Commemorative Postage Stamps to mark the
released by the Minister of Communications
150th Birth Anniversary of Mahatma Gandhi
on 15th October, 2019 at the culmination of the
was released by the Prime Minister of India on
National Postal Week.
2nd October, 2019. For the first time in the history
of independent India, octagonal stamps have
been issued. CROWD-SOURCING OF STAMP
DESIGNS
11.8 Fragrant stamps on Indian Perfumes
Jasmine, Sandalwood, Agarwood & Orange 11.10 The Department has been organizing
Blossom have been issued. A Circular Stamp Design Competitions for designing
Commemorative Postage Stamp was issued on postage stamps on “people - centric themes”.
250th Rajya Sabha Session. These competitions have been eliciting huge
response from people all over the country.
The information on the Stamp Design Competitions held this year is as follows:
Sl No. Type Theme Stamp released on
1 Photography Gandhian Heritage in Modern India 15.08.2019
2 Painting Child Rights 14.11.2019
DEEN DAYAL SPARSH YOJANA This year Deen Dayal SPARSH Yojana has been
launched on 24.06.2019 and is under way.
11.11 A philately scholarship scheme
called Deen Dayal SPARSH (Scholarship for
Promotion of Aptitude & Research in Stamps as DHAI AKHAR LETTER
a Hobby) Yojana was introduced in 2017-18 to WRITING COMPETITION
promote Philately among children at a young age
in a sustainable manner that can reinforce and 11.12 A nationwide letter writing competition/
supplement the academic curriculum in addition Dhai Akhar was introduced in 2017-18 to
to providing a hobby that can help them relax and encourage and promote letter writing. Top three
de-stress. Under this scheme, 920 scholarships entries in each category (total 4 categories) are
are awarded throughout the country to students awarded at the national level. The theme for
from Classes VI, VII, VIII & IX every year. 2018-19 was “Letter to my Motherland”. This

year’s theme for Dhai Akhar Letter Writing 2019) & Thiruvananthapuram, Kerala (26–
campaign is “Dear Bapu, you are Immortal” in 27 November, 2019). Apart from State Level
Chapter - 11
consonance with the 150th Birth Anniversary Exhibitions, 22 District Level Exhibitions were
Celebrations of Mahatma Gandhi. also organized across the country in 2019-20 till
30th November, 2019. There was a special focus
on the 150th Birth Anniversary of Mahatma
MY STAMP Gandhi in majority of these exhibitions by way
11.13 My Stamps are personalised/customized of showcasing stamps issued on the Father of the
sheets of Postage Stamps of India Post. Nation from time to time.
Personalisation/customization is achieved
by printing a thumb nail photograph/image
of the customer and logos of institutions, or STAMPS RELEASED BY FOREIGN
images of artwork, heritage buildings, famous POSTAL ADMINISTRATIONS ON
tourist places, historical cities, wildlife, other MAHATMA GANDHI
animals and birds etc., alongside the selected
Commemorative Postage Stamp. 11.17 Member postal administrations of the
Universal Postal Union were requested to
Personalised My Stamp consider releasing a commemorative postage
stamp to mark the 150th birth anniversary
11.14 Personalised My Stamp is a personalised of Mahatma Gandhi. In response, 77 Postal
sheet of Postage Stamps. Alongside these Administrations across the world have released
personalised theme stamps, the customers may Commemorative Postage Stamps on the
opt for printing of their own, parents’, family’s occasion. These 77 Postal Administrations are:
pictures to be printed etc. Some of the themes Angola, Afghanistan, Armenia, Argentina,
of personalised My Stamps are Taj Mahal, Azerbaijan, Antigua & Barbuda, Bhutan, Brazil,
Hawa Mahal, Mysore Palace, Rose, Happy Bulgaria, Central African Republic, Colombia,
Anniversary, Happy Birthday, Vaishno Devi. Cuba, Cyprus, Czech Republic, Democratic
People’s Republic of Korea, Djibouti,
STATE LEVEL PHILATELIC
Dominican Republic, Egypt, Fiji, France, Gabon,
EXHIBITIONS
Ghana, Greece, Guinea-Bissau, Hungary,
11.16 Philatelic Exhibitions bring together Indonesia, Iran, Iraq, Ivory Coast, Kazakhstan,
stamp collectors and provide them a platform Kiribati, Kyrgyzstan, Lebanon, Liberia, Libya,
to showcase their collections. They provide Liechtenstein, Luxembourg, Maldives, Mali,
an opportunity to the philatelic community for Malta, Marshall Islands, Mauritius, Moldova,
meaningful exchange of ideas. They are a means Monaco, Mongolia, Montenegro, Mozambique,
to spread the age-old and evergreen hobby of Myanmar, Nevis, New Zealand, Niger, Nigeria,
philately and function as catalysts to introduce Palestine, Paraguay, Poland, Portugal, Qatar,
the youth into the fold of philately. Department Russia, Sao Tome and Principe, Serbia,
organizes philatelic exhibitions at different levels Seychelles, Sierra Leone, Slovenia, Spain, Sri
from time to time. This year, 3 (Three) State Lanka, St. Vincent and the Grenadines, Sudan,
Level Exhibitions were organized. These were Tanzania, Togo, Tunisia, Turkey, Uganda,
held at Mangalore, Karnataka (12-15 October, United Arab Emirates, United Nations, Uruguay,
2019), Kolkata, West Bengal (16-21 November, Uzbekistan and Vietnam.

11.18 The details of Customised My Stamps printed during the period from 1st April, 2019 to 22nd
January, 2020 are given below:
Chapter - 11
TABLE-9
Sl No. Theme
1 JALESH
2 Office of the Chief Electoral Officer, Karnataka
3 L&T Technology Services Company
4 Kaiga Generating Station Unit- 1
5 Tarapur Atomic Power Station Unit-1 &2
6 EBIXCASH WORLD MONEY
7 Indraprastha Gas Limited
8 Integral Coach Factory
9 Bharat Dynamics Limited
10 100 Years of Dental Education in India
11 The New India Assurance Co. Ltd
12 33 Crore Tree Plantation Program 2019
13 National Institute of Bank Management
14 Anna Bhau Sathe Birth Centenary
15 Doordarshan
16 Pradhan Mantri Jan Arogya Yojana
17 Jharkhand Vidhan Sabha
18 Maharashtra Vidhan Sabha Election
19 Kolkata Port Trust
20 150th Birth Anniversary of Mahatma Gandhi & Sewagram
21 CBRE
22 Apollo Hospital ( Blood Donation)
23 Deepotsav, Ayodhya
24 Indian Institute of Technology Delhi
25 International Film Festival of India
26 Annai Vailankanni Shrine
27 India ITME Society
28 ASSOCHAM
29 Madhya Pradesh Vidhan Sabha
30 Kirloskar Brothers Limited
Release of special cover on Chadar Mail Line at village Chilling, Jammu & Kashmir Circle.

Letter Box painting competition during the State Level Philatelic Exhibition,
Ekla Chalo Re, West Bengal Circle.
Celebration of Postal Week at Nasik Division under Navi Mumbai Region, Maharashtra.

11.19 The details of Commemorative Postage Stamps released during the period from 1st April, 2019
to 22nd January, 2020 are given below:
Chapter - 11
TABLE-10
Sl. No. Stamp Name Date of Release Category
1 Punjab National Bank 12.04.2019 Institution
2 100 Years of Jallianwala Bagh Massacre 13.04.2019 Event
3 Vedanta Desikan 02.05.2019 Personality
4 Indian Fashion-Sari in myriad forms: Series 2 12.06.2019 Thematic
5 Ahimso Parmo Dharma 17.06.2019 Thematic
6 Fakir Mohan College, Balasore 06.07.2019 Institution
7 India-Republic of Korea Joint Issue 30.07.2019 Joint Issue
8 Indian Perfumes: Jasmine & Sandalwood 01.08.2019 Thematic
9 Gandhian Heritage in Modern India 15.08.2019 Thematic
10 Indians in First World War 20.08.2019 Thematic
11 Calavala Cunnan Chetty 24.08.2019 Personality
12 Master Healers of AYUSH 30.08.2019 Personality
13 Indian Fashion - Concept to Consumer: Series 3 06.09.2019 Thematic
14 150th Birth Anniversary of Mahatma Gandhi 02.10.2019 Personality
15 The Samaja 06.10.2019 Institution
16 Marshal of The Indian Air Force Arjan Singh DFC 09.10.2019 Defence
17 Indian Perfumes (Agarwood and Orange Blossom) 15.10.2019 Thematic
18 Historical Gates of Indian Forts & Monuments 19.10.2019 Thematic
19 Siachen Glacier 25.10.2019 Defence
20 550th Birth Anniversary of Guru Nanak Dev Ji 09.11.2019 Personality
21 Child Rights 14.11.2019 Thematic
22 M.M. Kuzhiveli 22.11.2019 Personality
23 250th Rajya Sabha Session 26.11.2019 Event
24 Char Dham, Uttarakhand 29.11.2019 Thematic
25 The Force Multiplier 14.12.2019 Defence
26 Embroideries Of India 19.12.2019 Thematic
27 Directorate of Revenue Intelligence 26.12.2019 Institution
28 Indian Fashion - Designers’ Creations: Series 4 14.01.2020 Thematic
29 100 Years of International Labour Organization 22.01.2020 Institution

Vice President Shri Venkaiah Naidu and Shri Sanjay Dhotre, Minister of State for Communications,
with the prize winners of Stamp Design Competition organised for Children’s Day 2019.
National Level prize winners of Dhai Akhar Letter Writing Competition for 2018-19 held
on the topic “Letter to my motherland...........” awarded by Shri Ravi Shankar Prasad, Minister for
Communications, at the culmination function of the National Postal Week on 15th October, 2019.

Chapter - 12
HUMAN RESOURCE
DEVELOPMENT

Chapter - 12

HUMAN RESOURCE DEVELOPMENT
Chapter - 12
12.1. Department of Posts being a service service trainings to the officers of Indian Postal
delivery organization needs a workforce that Service other managerial cadres of India Post.
is well informed and responsive to customers’ It also imparts training to managers of Foreign
needs. In the changing scenario of IT enablement, Postal Administrations and officers of various
computer literacy is essential for service delivery. Central Government Department and PSUs, in
Thus, there is a need to have focused and well areas of common interest.
planned training and development programmes
aimed at change acceptance by administrative, (ii) Postal Training Centers (PTCs) at
operative and finance personnel. Accordingly, Darbhanga, Guwahati, Madurai, Mysore,
training for all cadres/categories of staff is provided Saharanpur, Vadodara and Regional Training
at the entry level and Mid-career trainings at various Centre (RTC) at Delhi, Hubballi (Karnataka)
intervals are imparted to all categories of staff. and Nashik (Maharashtra)-provide training to
operative staff and inspectorial cadres
TRAINING INFRASTRUCTURE
(iii) Workplace Training Centres (452 WTCs)
12.2. The Department has well established located at Headquarters of Circles/Regions/
training infrastructure. The following training Divisions/Head post Office: The objective of
institutes take care of the training needs of the setting up of the WTCs was to impart short term
Department: training to the officials nearer to their place of
(i) Rafi Ahmed Kidwai National Postal work in diverse areas like departmental software/
Academy (RAKNPA) at Ghaziabad Rafi Ahmed I.T. Modernization Project related trainings,
Kidwai National Postal Academy (RAKNPA) Marketing, Mails, Accounts etc for Group ‘C’,
is the apex training institute of the Department Postmen, MTS and GDS cadres, whereas they
for meeting training needs of higher managerial form a big part of workforce, Therefore, the
cadres of India Post. It is one of the Central WTCs serve the purpose of training centres for
Training Institutes recognized by the DoP&T. these categories of staff at Circle level at their
The Academy imparts induction as well as In- Work Places.
12.3 TRAINING DELIVERY

A. Human Resources trained under HRM scheme from 01.01.2019 to 30.11.2019 is as under:
Number of Officials
Sl. No. Activity
Trained
1 Management Programme for Group A and B Officers 682
2 Development Programme for Accounts officers 422
Development Programme for Inspector and Assistant
3 2496
Superintendent Posts
4 Development Programme for Operative/Supervisory Staff 41123
5 Development Programme for Mail Overseers/Postmen/MTS 8537
6 Development Programme for GraminDakSevaks 37679
7 Training of Trainers and Specialized trainings 13
Total 90952

B. Human Resources Trained in Rafi Ahmed Kidwai National Postal Academy, Postal Training
Chapter - 12
Centers and Workplace Training Centers in Circles under scheme during 2019-20 from 1st January,
2019 to 30th November, 2019 is as under:
S No. Name of Training Institution Officials trained
1 RAKNPA Ghaziabad 675
2 PTC Darbhanga 1012
3 PTC Guwahati 638
4 PTC Madurai 1488
5 PTC Mysuru 1813
6 PTC Saharanpur 1252
7 PTC Vadodara 1912
8 RTC Nashik 658
9 WTCs (in 23 Circles) 81219
10 Postal Directorate 285
Total 90952
STAFF MOTIVATION : MEGHDOOT AWARDS

12.4 The annual affair of “Meghdoot Awards” Ravi Shankar Prasad felicitated the winners of
was established in Department of Posts to Meghdoot Award of different categories in a
recognize the outstanding services rendered grand function organized at Vigyan Bhawan.
by its employees. During the year 2019, As a part of felicitation, seven employees were
Meghdoot Award function was organized as given away a certificate of excellence, cash
part of Postal Week on 15th October, 2019. On award of Rs. 21,000/- and a Gold medallion.
this occasion, Minister of Communications Shri
Meghdoot Award winners of the year 2019 with Shri Ravi Shankar Prasad, Minister of Communications
Awardees (From left to Right); Ms. Sunita Priyadarshini, Postal Assistant: Sh. Deepjyoti Ganguly, Inspector Posts; Sh.
Shankar Ramu Gade, Head Sorting Assistant; Sh. Manish Tikader, ASP; Sh. Anand Kumar K G, System Administrator;
Sh. Sukhbir Singh, Postman; Sh. Sourav Patra, GDS BPM

STAFF WELFARE (iv)
Financial assistance for purchase of
Chapter - 12
mechanical/motorized tricycle for
12.5 The Postal Services Staff Welfare Board
orthopedically handicapped Employees.
has been set up at the Central level, to oversee all
welfare related activities including promotion of c) Financial assistance to wards of
sports and cultural activities for the employees Employees for Educational purpose
of the Department. Minister of Communications
(i) Grant of educational assistance to the
is the Chairperson of the Board. There are Circle
children of Postal Employees.
Welfare Boards also.
(ii) Financial assistance for the wards of Postal
12.6 The Board receives grants-in-aid for Employees in the Non-Tech Degree for girl
welfare from the Consolidated Fund of India. child undergoing Graduation in any field
Under various Welfare Schemes, funds are with the minimum of 60% aggregate in
allotted to the Circles for implementing the Class 12th @ ` 250/-p.m. has been introduced
Welfare measures of the Department. The w.e.f. 2018-19.
Welfare Fund covers all departmental employees
(iii)
Incentive for excellence in academic
and Gramin Dak Sewaks.
achievement for 10th and 12th Class.
12.7 The assistance for Welfare measures for (iv) Scholarships for children of employees
Departmental employees is provided under the appearing for UPSC Examination.
following schemes:-
d) Scholarships for SC/ST Employees for
a) Financial assistance in case of death- departmental examination and higher
(i) Financial assistance in case of death of education.
Postal Employee.
e) Grant of scholarship and transport
(ii) Financial assistance in case of death of
charges to the handicapped children of
Postal Employee on duty due to terrorist
Postal Employees.
activity/dacoity/robbery etc.
(iii) Financial assistance in case of death of f) Financial assistance to Employees-
Postal Employee on duty due to accident. Recreation Activities
(iv) Financial assistance in case of death of (i) Subsidy on transport charges for Excursion
Postal Employee by terrorist activity/ Trips.
dacoity/robbery while not on duty. (ii) Expenditure on Holiday Homes.
b) Financial assistance to Employees due to (iii) Grant-in-aid to the Recreation Clubs.
illness/disability:
g) Other miscellaneous Grants.
(i) Financial assistance in cases of prolonged
and serious illness/major surgeries. (i) Grant-in-aid to Central Postal Ladies
(ii) Financial assistance to regular Employees Organization (CPLO) and its subordinate
suffering from T.B. and also for their family organizations in Circles.
members. (ii) Grant-in-aid for establishment and running
(iii)
Financial assistance during Extra of Crèches.
Ordinary leave and half pay leave due to (iii) Grant-in-aid for establishment and running
prolonged illness. Tailoring Centers.

(iv) Grant-in-aid to Residents Welfare death, irrespective of whether death occurs
Chapter - 12
Associations. during duty/outside duty hours.

(v) Financial assistance in cases of natural (2) Death due to terrorist activity /dacoity, while
calamities, fire and floods. on duty.
12.8 Field Services (Postal) Benevolent (3) Female GDS are eligible to Grant Maternity
Fund- The Department of Posts operates Leave w.e.f 01.07.2018.
the Field Services (Postal) Benevolent Fund (4) Financial Assistance in case of death of
which has been introduced as a welfare GDSs while being on duty due to accident.
measure exclusively for the benefit of staff (5) Funeral Expenses on death of GDS (payable
who is on deputation to the Army Postal in cases in which last rites of deceased GDS
Service (APS). During the period of deputation are performed by brothers or sisters or near
they are entitled to number of concessions and relatives in the absence of any other next of
benefits in case of normal death, death due kin).
to enemy action or in insurgency operations (6) Financial Assistance in case of major
and one time scholarship for all school surgical operation in ailments, like Cancer,
and college going children of the deceased brain hemorrhage, kidney failure/transplant,
APS personnel. heart surgery etc.
(7) Financial Assistance in case of accident
WELFARE MEASURES FOR of GDS while being on duty, requiring
GRAMIN DAK SEWAKS hospitalization for more than three days.
(8) Financial Assistance for nutritional diet to
12.9 Circle Welfare Fund Scheme for Gramin
GDS suffering from TB.
Dak Sewaks- The Department of Posts has
introduced the Circle Welfare Fund Scheme (9) Grant of Scholarship under educational
for Gramin Dak Sewaks from 1.10.2013. The Scheme to the children of GDS (as per
scheme covers all Gramin Dak Sewaks who existing terms and conditions).
manage the rural postal network. (9.1) Grant of Scholarship under educational
Schemes for PG in Technical Course to the
12.10 The Circle Welfare Fund for Gramin Dak children of GDS
Sewaks has three main components, as under:- (10)
Incentive for excellence in academic
(i) Financial Grants under various categories. achievement for 10th and 12th Class.
(ii) Financial assistance by way of low interest (11)
Scholarship for physically handicapped
loan. children of GDS.
(iii) One time payment at the time retirement- (12)
Financial Assistance in cases of natural
The amount is granted to those GDSs who calamities like fire, floods etc.
have not availed any assistance under these
Schemes. 12.12 Apart from above financial assistance,
there is also facility of repayable loans low
12.11 Under this Scheme the Financial interest within a specified ceiling for:
Grant is provided under following heads/
(i) Construction of one room with flush toilet
items:-
facilities for housing the Branch Post Office.
(1) Financial Assistance to families of deceased (ii) Purchase of Computer/Laptop to encourage
GDSs to meet immediate expenses following computer literacy amongst GDS.

(iii)
Purchase of moped/scooter/Motor cycle TRANSPORT CHARGES FOR
Chapter - 12
which will also facilitate travel for CHILDREN
discharging duty like exchange of BO Bag,
visit to Accounts Office, etc. 12.15 Transport charges and Hostel/Mess
subsidies (in lieu of Transport charges) is
allowed to disabled children of Postal employees
WELFARE MEASURE AND studying from 1st to 12th standard @ ` 300/- p.m.
FACILITIES FOR EMPLOYEES in ‘A’ class cities and @ ` 250 /- p.m. in other
WITH DISABILITIES AND FOR cities. These welfare measures have been taken
DISABLED CHILDREN OF by Department of Posts in addition to the already
available measures taken by the Government
EMPLOYEES
of India.
12.13 FINANCIAL ASSISTANCE TO
EMPLOYEES: Orthopedically disabled 12.16 As per the Department of Personnel &
employees are eligible for the following financial Training’s (DoPT) O.M. No. 36035/02/2017-
assistance from the Welfare Fund. Estt (Res) dated 15th January, 2018, following
(a) Reimbursement of the amount spent on action had been taken :-
purchase of Mechanized Tricycle, subject to (i) In case of Direct Recruitment, four percent
a limit of ` 2, 000/-. (4%) of total number of vacancies in the
(b) Claim of an amount of ` 15,000/- or 50% of Cadre strength in each group of posts i.e.
the cost of a Motorized Tricycle whichever is Group A, B & C shall be reserved for persons
less, from the Circle Welfare Fund. Further, with benchmark disabilities. Against the
if these employees apply for the grant of posts identified for each disabilities, of which,
scooter advance; their cases are considered one percent each shall be reserved for persons
sympathetically on priority basis. with benchmark disabilities under clauses (a),
(c) Actual 2nd Class Railway fare from the place (b) and (c) and one percent, under clauses
of duty to the Artificial Limb Centre and (d) & (e), unless or otherwise excluded. The
back is also reimbursable from the Welfare benchmark disabilities are as under:-
Fund for provision of artificial limbs, since (a) blindness and low vision;
such reimbursement is not admissible from (b) deaf and hard of hearing;
any other source. (c) locomotor disability including cerebral
palsy, leprosy cured, dwarfism, acid attack
SCHOLARSHIP FOR CHILDREN victims and muscular dystrophy;
(d) autism, intellectual disability, specific
12.14 Out of the available funds under
learning disability and mental illness;
scholarships and other educational schemes of
(e) multiple disabilities from amongst persons
the Department of Posts, 3% of the scholarships
under clauses (a) to (d) including deaf-
are earmarked for disabled children of Postal
blindness in the posts identified for each
employees, apart from the grant of scholarships
disabilities:
available to the regular students. Under this
scheme, children with disabilities (including (ii) Provided that the reservation in promotion
orthopedic, visual, hearing, speech and mental), shall be in accordance with such instructions
of identified Postal Employees are eligible to get as are issued by the appropriate Government
annual scholarship. from time to time.

(iii) All the posts of Department of Posts (in all 12.18 The objective of the Postal Sports Board
Chapter - 12
the Groups i.e. A, B & C) having an element is to promote Sports activities in the Department.
of Direct Recruitment, has been identified The Postal Sports Board receives allocation
as suitable for persons with different from the Central Welfare Fund. During the year
benchmark disabilities. 2018-2019, 13 sports events and one cultural
(iv) A Grievance Redressal officer has been event were organized. In 2019-20, the following
nominated in the all the Postal Circles of sports and one cultural meet has been organised
this Department who will look after the upto 31.12.2019:-
grievances of persons with disabilities. (i) Badminton (ii) Chess (iii) Cultural Meet (iv)
(v) The instructions on reservation for EWSs in Volleyball (v) Powerlifting & Best physique (vi)
the Direct Recruitment issued by DoPT had Kabaddi (vii) Carrom (viii) Athletics & Cycling
been circulated to all the Postal Circles of (ix) Wrestling (x) Table Tennis (xi) Hockey. In
this Department for strict compliance. addition, 3 more sports (Basketball, Cricket and
Football) are planned to be held upto 31.03.2020.
SPORTS AND CULTURAL

ACTUAL STRENGTH OF
ACTIVITIES
PERSONNEL
12.17 The Postal Sports Board has been set
12.19 As on 31st March, 2019, there are a total
up at Central level which controls all the Sports
of 418239 employees in the Department of Posts,
related activities of the Department. There are
of which, 178602 are Departmental Employees
Circle level Sports Boards also.
and 239637 are Gramin Dak Sewaks (GDSs).
The category-wise detail is as given in Table 11.
Shri P.K. Bisoi, Secretary, Department of Posts, with the winners of

XXXV All India Postal Table Tennis Tournament held at Chennai from 9th to 13th December, 2019.

TABLE - 11
Chapter - 12
Personnel: Actual strength as on 31.3.2019
(including those on deputation and training outside the Department)
I DEPARTMENTAL
A. GAZETTED GROUP “A” GROUP “B” TOTAL
INDIAN POSTAL SERVICE GROUP “A”
Secretary(Posts) 1 1
Director General Postal Services 1 1
Member, Postal Services Board 7 7
Sr.DDG/Chief PMG 23 23
Senior Administrative Grade 72 72
Junior Administrative Grade 61 61
Senior Time Scale 82 82
Junior Time Scale 102 102
Training Reserves (Probationers) 17 17
POSTAL SERVICE GROUP “B” 709 709
Assistant Superintendent 1605 1605
INDIAN P& T ACCOUNTS & FINANCE SERVICE
Senior Administrative Grade 12 12
Junior Administrative Grade 16 16
Senior Time Scale 23 23
Junior Time Scale 26 26
Senior Accounts Officer/Accounts Officer 145 145
Asstt. Accounts Officer 642 642
CENTRAL SECRETARIAT SERVICE 63 61 124
CIVIL WING
Chief Engineer 2 2
Others 36 154 190
OTHER GENERAL CENTRAL SERVICE 69 34 103
TOTAL(GAZETTED) 613 3350 3963
B. Group ‘B’ NON GAZETTED 5654 5654
GROUP “C” GROUP “C”
C. NON GAZETTED TOTAL
Excluding MTS MTS
Directorate 124 126 250
Post Offices including (Circle office, Accounts,
126600 16704 143304
Stamp Depot, Canteen Staff
Railway Mail Service 13728 7969 21697
Mail Motor Service 1228 214 1442
Others( RLO, Disp., Store,
1375 917 2292
Trg, Civil, Printing Press)
TOTAL(NON GAZETTED ) Group C 143055 25930 168985
TOTAL DEPARTMENTAL(A +B+C) 178602
II Gramin Dak Sewak (GDS) 239637
GRAND TOTAL (I + II) 418239

12.20 The Gazetted staff categorized into 12.21 The Non-Gazetted Departmental staff
“Group A” and “Group “B” since 2014-2015 has categorized into “Group C (including Group B
been shown in the following graph: Non Gazetted) excluding Multi Tasking Staff
Chapter - 12
(MTS) and “MTS” since 2014-2015 has been

shown in the following graph:
SCHEDULE CASTE AND SCHEDULE TRIBE EMPLOYEES

12.22 As on 31st March, 2019, there were 28306 Schedule Caste and 13026 Schedule Tribe
employees in various grades in the Department. Grade-wise detail of Schedule Caste and Schedule
Tribe employees and their percentage with total employees are as under:
TABLE - 12
NUMBER OF EMPLOYEES
SCHEDULED CASTES/TRIBES AS ON 31.03.2019
Percentage to
Scheduled Percentage to Total Scheduled
Group Total Number
Castes Number of Employees Tribes
of Employees
Group ‘A’ 63 10.28 31 5.06
Group ‘B’ (Gazetted) 495 14.78 182 5.43
Group ‘B’ (Non Gazetted) 899 15.90 328 5.80
Group ‘C’ excluding MTS 22008 15.38 10471 7.32
Group ‘C’ Multi Tasking
4841 18.67 2014 7.77
Staff
Total 28306 15.85 13026 7.29
12.23 The Departmental staff as on EX-SERVICEMEN, WOMEN,

31st March, 2019, categorized into “Scheduled OBC AND MINORITY
Caste”, “Scheduled Tribes” and “Others”, has
been shown in the following graph:
EMPLOYEES
12.24 As on 31st March, 2019, there were
2294 Ex-servicemen, 28 Differently Abled
Ex-servicemen, 32032 women employees, 32984
OBC employees and 10221 Minority employees
in various grades in the Department. Grade-wise
details are as in Table 13:

EX-SERVICEMEN, WOMEN, OBC AND MINORITY EMPLOYEES
TABLE -13
Chapter - 12
NUMBER OF EMPLOYEES: EX-SERVICEMEN, DIFFERENTLY ABLED EX-
SERVICEMEN, WOMEN, OBC AND MINORITY EMPLOYEES AS ON 31.03.2019
Differently
Ex- OBC Minority
Group Abled Women
Servicemen Employees Employees
Ex-Servicemen
Group ‘A’ 0 0 91 42 46
Group ‘B’(Gazetted) 12 0 514 273 150
Group ‘B’( Non Gazetted) 26 0 811 477 263
Group ‘C’ excluding MTS 2065 23 27568 26889 7925
Group ‘C’ Multi Tasking
191 5 3048 5303 1837
Staff
Total 2294 28 32032 32984 10221
12.25 The Departmental staff as on 31st March, (a) Reservation for Persons with Disability
2019, categorized into “Men” and “Women”, has (PwD) in engagement of GDS is given
been shown in the following graph: vide letter No. 17-08/2017-GDS dated
26.02.2019 & 08.03.2019.
(b) Reservation for Economically Weaker
Sections (EWSs) in Direct Engagment of
Gramin Dak Sevaks is given vide letter No.
17-09/2019-GDS dated 26.02.2019.
(c ) Revised Eligibility Criteria for engagement
to Gramin Dak Sevaks (GDS) posts issued
vide letter No. 17-02/2018-GDS dated
08.03.2019 and 22.03.2019.
(d) Disciplinary aspects specified in Rule
9 (Minor and Major penalties) of GDS
12.26 GRAMIN DAK SEVAKS (Conduct and Engagement) Rules for all
categories of Gramin Dak Sevaks (GDS)
(i) Total sanctioned strength of GDS an on implemented vide OM No. 147-31/2016-
31.10.2019 is 312005. GDS dated 23.04.2019.
(e) Disciplinary aspects specified in Rule 10
(ii) Total working strength of GDS as on
(Introduction of separate procedure for
31.10.2019 is 241936.
imposing Minor and Major penalties) of
(iii) The following orders on recommendation GDS (Conduct and Engagement) Rules for
of Kamlesh Chandra Committee Report and all categories of Gramin Dak Sevaks (GDS)
other facilities to GDS have been issued implemented vide OM No 17-31/2016-GDS
w.e.f 01.02.2019 to 18.12.2019 :- dated 07.05.2019.

(f) Relaxation in Limited Transfer Facility to counted as qualifying engagement period
Chapter - 12
GDS from 3 years to 1 year for PwD GDS for all purpose including annual increase
and GDS having PwD dependents/ mentally implemented vide OM No 17-31/2016-GDS
retarded dependents is given by OM No. 17- dated 07.08.2019
31/2016-GDS dated 07.05.2019. (p) The sanction for payment or transfer of due
(g) Treatment of strike period in respect of amount to NPS (etc.) as the case may be,
Gramin Dak Sevaks was issued vide OM should be issued by the competent authority
No. 17-37/2018-GDS dated 08.05.2019. within 3 months from the date of relief from
(h) Provision of Local Language for engagement the GDS post implemented vide OM No.17-
to Gramin Dak Sevaks Posts was issued vide 31/2016-GDS dated 16.08.2019.
OM No. 17-11/2019-GDS dated 04.06.2019. (q) Restricting the number of cases to (IO/PO/
(i) Schedule of Engaging Authority Dieciplinary Defence Assistant) under Rule 10 and other
Authority and Appellate Authority for BPMs disciplinary cases implemented vide OM
and ABPMs / Dak Sevaks under Rule 31 of No. 17-31/2016-GDS dated 16.09.2019.
GDS (Conduct and Engagement) Rules for (r) Introduction of Children Education
all categories of Gramin Dak Sevaks(GDS) Facilitation Allowance for Gramin Dak
implemented vide OM No 17-31/2016-GDS Sevaks(GDS) implemented vide OM No.
dated 10.06.2019. 17-31/2016-GDS dated 18.09.2019.
(j) Amendment in rule 10-A (procedurc
(s) Transfer of Gramin Dak Sevak(GDS)
for imposing penalty after Discharge)
on Administrative/Vigilance Ground
consequent upon revision of Rule 10 of
implemented vide OM No. 17-31/2016-
GDS (Conduct & Engagement) Rules,
GDS dated 21.10.2019.
2011 vide OM No. 17-31/2016-GDS dated
25.06.2019. (t) Standard format for issue of charge sheet
under Rule -10 to GDS for imposing
(k) Review of Rule 12 of CDS (Conduct and
Minor and Major Penalties specified in
Engagement) Rules, 2011 for al1 categories
Rule 9 of Gramin Dak Sevak (Conduct and
of Gramin Dak Sevaks(GDS) vide OM
Engagement) Rules, circulated vide letter
No.17-31/2016-GDS dated 26.06.2019.
No. 17-40/2019-GDS dated 21.11.2019.
(l) Amendment in Rule 21 of GDS (Conduct &
Engagement) Rules, 2011 for all categories (u) Introduction of Rule 10-G(procedure for
of Gramin Dak Sevaks(GDS) implemented imposing penalty after discharge) in GDS
vide OM No. 17-31/2016-GDS dated (Conduct and Engagement) was issued
26.06.2019. vide OM No 19-13/2019-GDS dated
18.12.2019.
(m) Social Security benefits for Gramin Dak
Sevaks(GDS) implemented w.e.f 01.01.2016
vide OM No. 17-31/2016-GDS dated GENDER & CHILD RELATED
01.07.2019. ISSUES
(n) Rationalisation of categories of Gramin
12.27 The Department of Posts is committed
Dak Sevaks implemented vide OM No. 17-
to the social objectives of gender equality and
31/2016-GDS dated 22.07.2019.
justice by ensuring equal participation of women
(o) GDS who are working in Departmental at the highest levels of decision making in the
posts, such period should invariably be Department.

12.28 Gender sensitization module has total population in India, hence it is necessary
Chapter - 12
been incorporated in every training module to to carry forward the concerns for women and
inculcate the element of social responsibility in children through gender budgeting. For this
men and women towards creating an equitable, purpose Department has made a provision of
enabling and gender sensitized work place. ` 1.00 Crore in BE 2020-21. Department has
12.29 Besides providing financial assistance to planned for opening of Creches/Tiffin rooms
support services like creche facility and tailoring and providing Toilets facility in the offices/POs
centres, preferential treatment is given to in the circles to serve the purpose of “Swachh
women employees while allotting departmental Bharat” Mission.
residential quarters and various welfare 12.32 Financial assistance for the Postal
measures introduced exclusively for benefits of Employees in Non-tech degree for girl child
women employees by implementation of specific
undergoing graduation in any field with a
programmes.
minimum 60% aggregate in Class 12th @ ` 250/-
12.30 The Government of India is proactively p.m. are being given from Circle Welfare Fund.
working towards women’s empowerment and
gender equality through its various commitments
at the National and International levels. The WELFARE MEASURES FOR
Ministry of Women and Child Development WOMEN EMPLOYEES
as the Nodal Ministry has adopted Gender
12.33 The Department of Posts has also
Budgeting as a powerful tool for gender
introduced Welfare measures exclusively
mainstreaming so as to ensure that the benefits
for the benefit of its women employees. The
of development reach women as much as men.
following women specific programs have been
The purpose of gender budgeting is to monitor
planning and policies from a gender perspective, implemented:-
as a means to mainstreaming women’s (i) Grant-in-aid is admissible to Central
concerns. Similarly, child budgeting aims at Postal Ladies organization (CPLO) and its
ensuring budgets for children are prioritized subordinate organization in the Circles at the
according to their needs. As children are a rate of ` 60,000/- for starting a crèche. Non-
constituency whose voice is often unheard, recurring financial assistance @ ` 20,000/-
prioritizing for their needs and earmarking is permitted at the end of every 3 years after
budgets accordingly, is critical. As per the establishment of a crèche and recurring
instruction of The Department of Economic grant @ ` 1500/- per child p.m. subject to a
Affairs, Ministry of Finance, through its D.O.F. maximum grant of ` 38000/- per month for
No. 1(29)-B(AC)/2004 dated 24th December, each crèche provided from the Circle Welfare
2004 every Ministry/Department has to establish Fund. The recurring grant is increased every
a Gender Budget Cell (GBC). financial year by 10% rounded off to the
12.31 Department of Posts has re-constituted nearest tenth.
Gender Budget Cell as Gender and Child Budget (ii) Non-recurring grant @ ` 5000/- is
Cell and AS&FA being Chairperson (Nodal admissible for opening to Tailoring
Officer) as per guidelines contained in Ministry
Centers and financial assistance @ `
of Women & Child Development letter No. GB-
750/- per month is admissible as salary
15/4/2018-Gender Budgeting dated 23rd August,
of the part-time tailoring instructor of the
2018. Women and children constitute 70% of the
Tailoring Centers.

PREVENTION AND ADDRESSING OF SEXUAL HARASSMENT
Chapter - 12
12.34 To prevent and address sexual harassment of women at the workplace, a Committee under the
chairmanship of Deputy Director General (Personnel) with three other members has been set up in
the Postal Directorate. The number of complaints of sexual harassment filed, disposed of and pending
during the period from April 2018 to March 2019 is as under:
TABLE - 14
ANNUAL RETURN ON CASES OF SEXUAL HARASSMENT DURING THE PERIOD
FROM APRIL, 2018 TO MARCH,2019
Head Number
Number of complaints of sexual harassment received in the year 39
Number of complaints disposed of during the year 22
Number of cases pending for more than 90 days 37
Number of workshops on awareness programs against sexual harassment

59
conducted during the year
A Special workshop for visually handicapped and hearing impaired employees of Karnataka Circle
was organised to understand their problem and find solutions

Shri Ravi Shankar Prasad, Minister of Communications, presenting Meghdoot award to an awardee.
Release of special cover on 35th All India Postal Weightlifting Power Lifting
and Best Physique Tournament 2019 held at Berhampur (Odisha) on 26th September, 2019.

Chapter - 13
ESTATES MANAGEMENT

Chapter - 13

Chapter - 13
ESTATES MANAGEMENT
13.1 Developing infrastructure, through has been reorganized as flag bearer of Swachhta
creating new postal buildings, maintaining the Action Plan and was awarded 1st prize for its
old buildings, restoring the heritage buildings excellent performance during Swachh Mahotsav
and developing infrastructure for sustainable 2019 held on 6th September, 2019 by Department
development is the mandate given to Estates of Drinking Water and Sanitation, Ministry of Jal
Division by the Department. Department is Shakti, Government of India, New Delhi.
actively participating in sustainable development
activity. Department is creating Rain Water 13.2 At present the Department of Posts is
Harvesting Structures and installing Solar Power functioning from 4551 departmental buildings,
Packs. To help out differently-abled persons 19,774 rented buildings and 1836 rent free
and senior citizens, rail and ramps are being buildings all over the country. There are 955
constructed, under Sugamya Bharat Abhiyan. Postal Colonies, having 20,218 different
Separate toilets, crèches and retiring rooms are categories of staff quarters for postal employees.
being constructed for ladies. Department of Posts Details of staff quarters are as under :
TOTAL NUMBER OF STAFF QUARTERS (CATEGORY-WISE)

Type-I Type-II Type-III Type-IV Type-V Type-VI Total
6813 9968 2881 434 99 23 20218
13.3 The Department also owns 1738 vacant Packs were installed in postal buildings, 109 Rain
plots in the country. Out of which 1139 vacant Water Harvesting Structure were constructed in
plots are situated in rural areas and 599 vacant Postal buildings, 50 Ladies Toilets and Ladies
plots are in urban areas. retiring rooms were constructed, 270 Ramps and
Rails facilities were provided under Sugamya
13.4 During the financial year 2018-19, 15 Bharat Abhiyan. In Swachhta Action Plan 1057
New Postal Buildings were constructed. 56 Toilets were constructed, LEDs were installed in
offices were renovated, 14 heritage buildings 1169 offices and 5114 Waste Bins were provided
were maintained/renovated, 63 Solar Power in postal colonies.

13.5 Expenditure made during Financial Year 2018-19 by Estates Division under Scheme and Non
Scheme is as under :-
Chapter - 13
Scheme
(` in Crore)
Installation Construction India Post
Construction Renovation Renovation Sugamya Swachhta
of Solar of Rain Water Gender Payment Technology
of new of old of Heritage Bharat Action Total
Power Harvesting Concern Bank Induction
buildings Buildings Buildings Abhiyan Plan
Plant Structures (IPPB)
24.68 7.07 2.61 10.34 2.15 1.00 6.83 15.95 0.25 0.60 71.48
Non Scheme
(` in Crore)
Maintenance Maintenance of Maintenance of
Maintenance of Staff
of Post Offices Administrative Postal Accounts Total
Quarters buildings
buildings Office buildings Office buildings
65.21 7.55 26.49 0.53 99.78
Postal Museum at Kolkata, West Bengal.

Inauguration of Gardanibagh Sub Post office, Patna, Bihar by Shri Ravi Shankar Prasad,
Minister of Communications.
Inauguration of Kota new Post Office building, Karnataka on 1st March 2019.
The Place is associated with Kota Shivarama Karanth, Jnanpith Awardee.

Kolkata GPO building illuminated during sesquicentenary celebrations.

Chapter - 14
DEVELOPMENT ACTIVITIES
IN
NORTH EASTERN REGION

Chapter - 14

DEVELOPMENT ACTIVITIES IN
Chapter - 14
NORTH EASTERN REGION
14.1 With a vision to accelerate the pace of b) North Eastern Circle with its headquarters
development, India Post has taken up many at Shillong, comprising of States of Arunachal
special initiatives for the development of the Pradesh, Manipur, Meghalaya, Mizoram,
North Eastern Region, aiming at growth parity Nagaland and Tripura. It has 2919 Post Offices
of the region with the rest of the country. and on an average each Post Office serves an
area of 79.22 sq.kms and a population of 5155
14.2 Department of Posts, which has a Universal persons approximately.
Service Obligation to serve the country as a
whole, also earmarks allocations for identifiable c) Sikkim State is part of West Bengal Postal
Schemes for the exclusive development of North Circle. It also forms part of North Eastern
Eastern region, in accordance with the policy Region. It has 209 Post Offices and on an
guidelines of the Government. average each Post Office serves an area of
33.97 sq.kms and a population of 2909 persons
14.3 The administrative structure of the approximately.
Department in the North Eastern Region is as under:
a) Assam Circle with its Headquarters at POSTAL NETWORK

Guwahati comprises the State of Assam which
has 4012 Post Offices. On an average each Post 14.4 Postal Network, average population and
Office in Assam serves an area of 19.55 sq.kms average area served per Post Office in the North
and a population of 7769 persons approximately. Eastern Region is as under:
TABLE - 15
No. of Post Average population Average area served
Sl.
Name of the State Offices, as on served per Post per Post Office
No.
31.03.2019 Office ( Persons) (In Sq. Kms)
1. Assam 4012 7769 19.55
2. Arunachal Pradesh 302 4579 277.28
3. Manipur 701 4233 31.98
4, Meghalaya 491 2222 42.93
5. Mizoram 384 7086 58.15
6 Nagaland 330 6000 50.24
7. Tripura 711 6809 14.75
8. Sikkim 209 2909 33.97

OVERVIEW OF PLAN EXPENDITURE FOR LAST 5 YEARS
Chapter - 14
14.5 Various Plan activities have been undertaken by the Department in the North Eastern Region.
The details of expenditure incurred in the North Eastern Region vis-à-vis the total expenditure on the
Plan activities throughout the Country during the last 5 years, is detailed below:
TABLE - 16
Total Plan Expenditure Expenditure in North Eastern
Annual Plan
(` in crores) Region (` in crores)
2014-15 306.71 17.748
2015-16 500.33 34.720
2016-17 689.64 34.519
2017-18 1347.10 39.49
2018-19 1026.11 47.83
Total 3869.89 174.307
14.6 Details of major developmental activities initiated during Annual Plan 2018-19 in the North
Eastern Region, State –wise are given below:
TABLE - 17
Sl. No. Name of the State Details of major developmental activities
Number of CBS Offices rolled out – 508
1. Assam (Circle)
Number of ATMs installed - 26
2. North East (Circle)
(i) Arunachal Pradesh
(ii) Manipur
(iii) Meghalaya
(iv) Mizoram
(v) Nagaland
(vi) Tripura
3. Sikkim
14.7 Digital Advancement of Rural Post Office Approximately one crore digital transactions
for a New India (DARPAN) Project: including account based MGNREGA wage
disbursements and other DBT payments
yy Under the DARPAN Project, Dept. of Posts are taking place every month on DARPAN
has provided SIM based Hand Held Devices devices across the country in remote rural
to 1,29,688 Branch Post Offices (BOs) in areas which are yet to be covered by online
the rural areas of the country, for carrying banking and digitalization.
out online postal and financial transactions.

yy Customers in rural areas can avail the facility yy Release of advertisement through LCD/LED
of core banking transactions, booking screens available at bus stations of Assam,
Chapter - 14
and delivery of registered, speed posts NE region.
articles, booking and delivery of money yy Release of outdoor campaign through display
orders, deposit of PLI/RPLI premium and boards at Airport, Bus stands and other
indexing of PLI/RPLI maturity through prominent locations.
DARPAN devices. yy Outdoor campaign through Auto hood
yy A total of 1,29,688 BOs have been rolled out wrapping.
under DARPAN project out of which 2529 yy For Philately Promotion & Marketing, NE
are in North-East Circle. Circle has been allotted ` 53.50 lakhs and WB
Circle (of which Sikkim is a part) is allotted
14.8 PARCEL HUBS, NODAL ` 59.50 lakhs resp. and ` 24 lakhs &
DELIVERY CENTRES AND ` 26 lakhs resp. for Philatelic Operations.
MARKETING ACTIVITIES IN 14.13 BIS Sevottam Certification was granted
THE NORTH EAST REGION to 1 HPO in Assam in 2018-19 and allocation
14.9 For Parcel Hubs a new and separate of ` 63000 has been made to NER for obtaining
network has been approved, out of which one Sevottam Certification for 1 HPO in 2019-20.
Level-1(L1) and one semi-automated parcel
14.14 Social Media Cell is an independent
processing centre have been operationalized in
entity and deals with the Twitter and Facebook
Assam.
accounts of this Department. 2745 complaints
14.10 For Mechanized delivery of parcels, 8 were received and 2743 complaints settled i.e.
locations in NER have been identified for setting 99.9 % settlement made till 30.11.2019 in NE
up of Nodal Delivery Centres (NDCs). These Region during the period 1/1/2019 to 30/11/2019.
are spread in 8 cities across NER to improve
14.15 This Department is processing
performance of doorstep delivery on the day of
complaints registered by consumers of Postal
receipt of parcels in the destination post office.
services in the Centralized Public Grievance
Out of these, 2 NDC layouts have been approved
Redress and Monitoring System (CPGRAMS)
in NE Region.
of PG portal. 2906 complaints were received and
14.11 Long and short haul road transport 2867 complaints settled i.e. 98.65 % settlement
networks connecting to Parcel Hubs through during the period 01.01.2019 to 30.11.2019 in
Transshipment Centres in major towns and cities NE Region.
are being developed. Based on the potential of
14.16 Department of Posts has rolled out India
cities in terms of e-commence business, one
Post Call Centres (IPCC) with Interactive Voice
such route viz Kolkata-Guwahati via Siliguri
Response System (IVRS). 1442 complaints
(1093 km approx) has been operationalized
were received and 1414 complaints settled i.e.
in NE Region.
98.05 % settlement during the period 01.01.2019
14.12 Marketing to 30.11.2019 in NE Region.
yy Release of advertisement through Radio 14.17 Computerized Customer Care Centres

Jingles across NE region. (CCCCs) have been designed for making
yy Release of advertisement through Digital Grievance Redressal Mechanism, Sevottam
Cinema Theaters in NE region. compliant. Till Nov. 2019, 926 CCCCs

have been established in the Post Offices TRAINING OF STAFF
Chapter - 14
in the NE Region. Dynamic Queue Management

System (DQMS) was implemented in 8 POs 14.18 In order to enable staff to harness new
in NE Circle and will be implemented in technology and to provide customer centric
9 POs in Assam Circle with an allocation services training in various disciplines were
of ` 17,48,000/-. imparted to officials in the North Eastern Region
during 2018-19. The details are given below:
TABLE - 18
Training
Training Training Training
of postmen Training of
Sl. Name of of Super- of of
/mail Gramin Dak Total
No. State visory Frontline Operative
Overseers/ Sewak (GDS)
Cadre staff (PA) staff(SA)
MTS
1. Assam 55 620 50 10 0 735
Arunachal
2. 2 6 0 55 80 197
Pradesh
3. Manipur 0 65 0 4 300 369
4. Meghalaya 4 45 0 0 0 49
5. Mizoram 0 5 0 0 135 140
6. Nagaland 3 20 0 1 22 46
7. Tripura 12 65 0 35 230 342
8. Sikkim 7 7 2 2 50 68
Total 83 887 52 107 817 1946
Parcel Hub, Guwahati.

Parcel Hub Kohima, Nagaland Division.
PLI/RPLI Mela under Agartala Division.

Chief Guest Sri. Pascal Alan Nazareth reviewing the different types of letter boxes after
inauguration of Museum of Communication in Bengaluru on 15.08.2019.

Chapter - 15
ISSUES OF GENERAL
IMPORTANCE

Chapter - 15

Chapter - 15
ISSUES OF GENERAL IMPORTANCE
STAFF RELATIONS State Consumer Forum : 940

National Consumer Forum : 82
15.1 During the period, the Department C.F. Cases in Supreme Court : 4
endeavored maintaining harmonious and CGIT/H.R./
meaningful relations with the Federations Industrial Tribunal/CCPD : 17
and Service Associations of its employees.
The important events during the period under 15.5 The Department has implemented the
reference are as follows: Legal Information Management & Briefing
a. During the period and as on date, National System (LIMBS) portal developed for monitoring
Federation of Postal Employees (NFPE) and the timelines of filing SLPs/ Appeals. Significant
Federation of National Postal Organisation progress has been made by uploading maximum
(FNPO) along with All India Gramin Dak cases on the LIMBS portal. As on date, 17216
Sevaks Union (AIGDSU) have gone on one Court Cases of Postal Circles & Postal Account
day strike on 8.01.2020 in support of their Offices have been uploaded on LIMBS portal.
demands.
15.6 In order to ensure that Postal Circles
b. Re- verification of result towards recognition get an overview as well as an insight into
of Service Associations, as on 2015, has the working and various aspects of LIMBS
been declared on 19-07-2019. portal, training/ workshops were conducted
15.2 To eliminate the possibility of duplicate by officials from Department of Legal Affairs
authorization letter by the members, which leads to for Assam, Gujarat, Himachal Pradesh,
cancellation of membership, a committee has been Kerala, Madhya Pradesh, North-East and
set up under the Chairpersonship of CPMG Delhi. Uttarakhand Circles.
15.7 Instructions regarding proper handling

COURT CASES of Court Cases through timely filing of counter
reply, close monitoring of the pending cases in
15.3 The number of cases pending in various
various courts, implementation of judgment by
courts decreased from 18,190 as on 31st March,
taking advice and approval of the Competent
2019 to 17,877 as on 30th September, 2019.
Authority were issued to the Postal Circles.
15.4 The break-up of the number of Cases
pending in various Courts as on 30th September, OFFICIAL LANGUAGE
2019 is as under.
15.8 In pursuance of the Official Language
CAT : 7185 policy of the Central Government, the
Lower Court : 3635 Department of Posts has been making sustained
High Court : 3377 efforts to ensure optimum use of Hindi in official
Supreme Court : 139 correspondence and day to day administrative
District Consumer Forum : 2498 work at all levels.

15.9 To promote the progressive use of Hindi, Hindi Training Programme. Apart from this, to
Chapter - 15
the OL Section of the Department of Posts has promote the use of official language, there is a
familiarized all the Sections, Circle Headquarters proposal of purchasing quality Hindi books worth
and other concerned offices of the Department ` 30,000/- on various subjects during the financial
with the Official Language Act, Rules and year 2019-20.
instructions and ensured its compliance. The
Official Language Section has promoted and 15.13 In every quarter of the year, Hindi
propagated various incentive schemes to achieve Workshops are being organized. A total of 30
the targets fixed by the Department of Official officials participated in the workshop organized
Language in their Annual Programme 2019-20 on 13.12.2019. In order to effectively monitor
issued for the year under review. the progressive use of Hindi in the office of
the Department of Posts, Official Language
15.10 The Official Language Section deals with Implementation Committees are functioning in
the translation, typing and vetting work of all the the Headquarters as well as in the subordinate
documents received from various Divisions of the Circle Offices.
Department of Posts. These documents include
Parliament Questions, Office Memorandum, 15.14 Meetings of Official Language
Orders, Notifications, Audit Paras, Cabinet Notes, Implementation Committee are held in the
replies to RTI Applications, Philately related Postal Directorate, New Delhi on a regular basis.
work, Recruitment Rules, Speeches of Minister, Till December, 2019 three meetings were held
on 27.06.2019, 30.09.2019 and 19.12.2019.
Letters and other Documents. Apart from this,
The Department of Posts regularly reviews
it also ensures full compliance of the Section
the quarterly reports concerning the Official
3(3) of the Official Language Act, 1963, Rule-5,
Language with regard to its various offices
Rule-6, Rule-10(4) and Rule-12 etc. of Official
located in different parts of the country.
Language Rules 1976 (as amended in 1987)
along with the other Rules of the Department of 15.15 Thus, the Department of Posts is
Official Language. committed to the implementation of the Official
Language Policy of the Government of India.
15.11 Official Language Inspections of
Sections and subordinate offices of the
Department of Posts are being carried MARKETING AND SOCIAL
out under an action plan according to the MEDIA
Annual Programme 2019-20 issued by the
Department of Official Language, Ministry of 15.16 Marketing Division in its changing role
Home Affairs. is also taking a number of steps to increase the
visibility and awareness about postal products
15.12 This year Hindi Fortnight was observed and services. In the current fiscal, Department
from 12th to 26th of September, 2019. Hindi is undertaking several activities/ campaigns for
Dictation Competition specifically for MTS the marketing of its products and services which
category and Hindi Typing Competition on include release of advertisement in Print media,
computer in Unicode supported font Mangal Radio, TV, Digital Cinema, outdoor campaigns
was also organized along with other Hindi at Metro stations, Bus Queue Shelters,
competitions during the fortnight. During Hoardings, Audio Visual publicity campaigns
the financial year (2019-20) 35 officials of through LCD screens at Railway Stations,
Circle Offices have been trained under the etc. Department is also sending promotional

birthday wishes SMS to the SSA Account 15.18 Department of Posts also has its own web
Chapter - 15
holder girl child. portal (https://www.indiapost.gov.in) wherein
information is regularly uploaded and updated
15.17 Apart from this, Department of Posts is for generating a broader awareness and visibility
among the first few Departments of Government about the activities, products and services of the
of India to set up its social media accounts. This Department.
enabled the Department in engaging with its
customer base directly. So far Department of
Posts has over 205K followers on Facebook and
155K on Twitter.
Speed Post advertisement on Delhi Metro.

PUBLIC GRIEVANCES
Chapter - 16
AND
RIGHT TO INFORMATION

Chapter - 16

PUBLIC GRIEVANCES
Chapter - 16
AND RIGHT TO INFORMATION
16.1 The Department has a well laid out Redress and Monitoring System (CPGRAMS)
procedure for handling public grievances for of PG Portal which includes complaints
its services. A monitoring mechanism to ensure received in DAR&PG, Department of Public
the quality of services and prompt redressal of Grievances (DPG), President’s Secretariat
public grievances is in place. There are various and Prime Minister’s Office in the system and
channels available to the customers to lodge accessible at the website www.pgportal.gov.in.
their grievances like CPGRAMS, India Post Call Postal Circles have been created as subordinate
Centre (IPCC), Social Media Cell, Computerized organizations and in many Circles, the Regions
Customer Care Centres, e-mails etc. The details and Divisions have also been created as users for
of these are as under: - online handling of grievances. The revamping
of CPGRAMS by mapping all the Post Offices
upto the level of Branch Post Offices for better
CENTRALIZED PUBLIC
navigation of complaint to the line-end office
GRIEVANCE REDRESS AND was implemented on 25.09.2019 in collaboration
MONITORING SYSTEM with DAR&PG. The details of the complaints
(CPGRAMS) handled from January 2019 till December 2019
is as under:-
16.2 Department of Posts is processing
complaints registered by consumers of postal
services in the Centralized Public Grievance
Complaints Complaints Average Disposal

Period % of settlement
Received Settled Time (Days)
01.01.2019 to
44,978 44,452 98.8 % 18
31.12.2019
SOCIAL MEDIA CELL

16.3 Social Media Cell is an independent entity and deals with the Twitter and Facebook
accounts of the Department of Posts. The social media complaints are time bound and are
replied within 24 hours. The social media cell monitors the complaints sent to all the Circles on
daily basis. The details of the complaints handled from January 2019 till December 2019 are
as under: -
Period Complaints Received Complaints Settled % of settlement

01.01.2019 to
99,242 98,326 99.07 %
31.12.2019

INDIA POST CALL CENTRE service of the Call Centre are from 9 am to 6
Chapter - 16
(IPCC) pm. The Call Centre functions 6 days a week

(excluding Sundays and Gazetted holidays). The
16.4 Department of Posts rolled out India
two services offered by the Call Centre are: -
Post Call Centre (IPCC) with Interactive
Voice Response System (IVRS) at Varanasi (i) Inquiry.
on 01.06.2018 with toll free number 1800 266 (ii) Complaints registration and resolution.
6868. The second Branch of IPCC started its
operations on 01.07.2019. Interactive Voice 16.5 The details of the complaints handled in
Response System (IVRS) functions 24x7x365. IPCC from January 2019 till December 2019 are
However, the working hours for Agents based as under: -
Total Calls
Complaints Complaints
Period Received in % of complaints
registered settled
IVRS
01.01.2019 to
45,44,370 69,735 68,615 98.39 %
31.12.2019
16.6 Overall complaints handled and settled by DYNAMIC QUEUE

the Department on various grievance redressal MANAGEMENT SYSTEM
platforms in 2018-19 were 24,77,975 and
22,71,295 respectively. The in-house, web-based
(DQMS)
computerized customer care centre was migrated 16.8 Dynamic Queue Management System
to CRM-SAP based platform on 30.12.2019. (DQMS) was implemented in 263 Post Offices
in 2018-19. For 2019-20, DQMS is being
implemented in 54 Post Offices with a budget of
CITIZENS’ CHARTER ` 1.08 crores.
16.7 An updated Citizens’ Charter containing
all three components viz. service standards,
grievances redressal mechanism and service
IMPLEMENTATION OF
delivery capabilities was formulated and placed SEVOTTAM
in public domain on www.indiapost.gov.in 16.9 During 2019-20, three Head Post Offices
during July 2011. It contains the vision, mission, were granted BIS Certification. In the current FY
introduction about the organization, purpose of i.e. 2019-20, BIS IS15700:2005 Certification for
Citizens’ Charter, postal services and facilities 4 Head Post Offices in 4 Circles is on the anvil.
for the customers, postal products and services,
delivery standards and customer’s expectations,
complaint settlement mechanism. A revised INSPECTION REFORMS
Citizens’ Charter was issued in February 2019 16.10 The Department of Posts has a well-
and hosted on India Post website. oiled extensive system of inspections and visits
in place. Regular inspections are done for
Administrative and Operative Offices and are an
important management tool.

16.11 The Department has carefully drafted IMPLEMENTATION OF RIGHT
Chapter - 16
standardized Inspection Questionnaire of various TO INFORMATION ACT 2005
offices to maintain objectivity and uniformity in
inspections. Since the Department has embraced 16.12 RTI on-line web portal was developed
technology in a big way, the inspection by the Department of Personnel & Training
questionnaires of the important fields formations (DOP&T) for disposal of online RTI applications/
i.e. Head Post Offices, Sub Post Offices, Branch appeals. Department of Posts is the first Central
Post Offices, Training Institutes & SBCO Public Authority to take this portal to field offices
have been revised and brought in sync with level. Till 30th November 2019, on-line accounts
the changing IT environment. The inspecting of 1260 CPIOs and 175 FAAs have been
authorities can monitor many of the operations created all over the country who are disposing
on-line and prepare before initiating inspection the RTI applications and appeals online. From
of an office. The periodicity of inspection is by 01.01.2019 to 31.12.2019, a total of 1,50,064
and large annual, barring the ‘bad offices’ which RTI applications (online and physical) and 9932
are inspected twice a year. First Appeals (online and physical) were handled
by the Department.
Dr. Jitender Singh MoS (PP & PMO) inaugurating workshop and exhibition on CPGRAMS reforms
at Vigyan Bhawan on 5th November, 2019.

TABLE - 19
Chapter - 16
RTI Act 2005: MIS on Requests and First Appeals from 1/1/2019 to 31/12/2019
1. Details about Requests under RTI Act 2005

Applications
Applications received Total Requests
received from
directly + Opening Total Received
Other Public
balance (a) + (b) (Online +
Authorities
(b) Physical)
(a)
Physical Requests
18985 1,06,319 1,25,304
Received
1,50,064
Requests received
NIL 24,760 24,760
online
2. Details about First Appeals under RTI Act 2005

Applications Total First
First Appeals
received from Appeals
received directly + Total
Other Public Received
Opening balance (a) + (b)
Authorities (Online +
(b)
(a) Physical)
Physical First
NIL 7496 7496
Appeals received
9932
First Appeals
NIL 2436 2436
received online
3. Details of Central Assistant Public Information Officers (CAPIOs), Central

Public Information Officers (CPIOs) & First Appellate Authorities(FAAs)
No. of CAPIOs designated No. of CPIOs designated No. of FAAs designated

4710 1260 175
4. Details of fee
Registration Fee Collected (in `) U/s 7(1) Additional fee Collected in ` U/s 7(3)
3,90,833 1,02,179

Dynamic Queue Management System (DQMS)
Guwahati GPO, Assam.
Anna Road HPO, Chennai Tamilnadu.

Photographs on social media

Chapter - 17
VIGILANCE
ADMINISTRATION

Chapter - 17

Chapter - 17
VIGILANCE ADMINISTRATION
17.1 The Department of Posts has in place a was observed from 28th October to 2nd November,
full-fledged vigilance set-up at its Headquarters 2019 at the Postal Headquarters in Dak Bhawan
at New Delhi, headed by the Secretary (Posts) and and Post Offices through out the country. Various
assisted by the Senior Deputy Director General activities including outreach programmes such
(Vigilance), who is the Chief Vigilance Officer as quiz, essay, debate competition, workshops
(CVO) of the Department. The CVO acts as an and seminars in schools, colleges and Gram
advisor to the Secretary in all matters pertaining Sabhas were conducted in the Circles during
to vigilance and provides a link between the Vigilance Awareness Week. Special Stamp
Department of Posts and the Central Vigilance Impression containing slogan “Integrity – A
Commission (CVC). To ensure transparency, fair way of life” (“ईमानदारी – एकजीवनशैली”) was
play and objectivity in matters related to public affixed on all letters/mails received for deliveries
administration, Department has adopted a multi- during the period from 21st October, 2019 to
pronged strategy to tackle corruption, comprising 9th November, 2019.
punitive, preventive and participative vigilance
17.5 The endeavor was to undertake large
measures.
number of outreach activities through the postal
17.2 At the Circle, Regional and Divisional circles to disseminate awareness about integrity
levels, vigilance related functions are discharged in every nook and corner of the country. More
by the Heads of three units, viz. Chief Postmaster than 6,00,000 employees/ citizens (including
General, Postmaster General and Divisional 215441 this year) have undertaken Integrity
Heads respectively, as part of their overall duties e-Pledge. Various activities such as essay
and responsibilities as an extended arm of Central writing, quiz and debate, etc. in 355 schools
Vigilance set up at field level. and colleges were organized in 310 cities across
the country. More than 13,000 children/youth
17.3 As part of preventive vigilance, the participated in these activities. Meetings in 345
CVO arranges regular and surprise inspections Gram Sabhas across the country were organized
of sensitive spots, reviews and streamlines and approximately, 11000 people attended the
procedures, which appear to afford scope for awareness programmes.
corruption or misconduct, initiates measures
for prevention, detection of corruption and 17.6 Statement of Disciplinary cases disposed
malpractices in the Department and its off and pending from 01.04.2019 to 30.11.2019
field offices. are as given in Table 20.
17.4 Department strongly believes that

participation of all citizens is necessary in the fight
against corruption. Vigilance Awareness Week

TABLE - 20
Statement of Disciplinary Cases
Chapter - 17
Rule 14 Rule 16 Rule 9 Rule 10

Group Disposed Disposed Disposed Disposed
Pending Pending Pending Pending
off off off off
Group
2 19 0 7 3 16 - -
‘A’
Group
16 73 42 36 6 68 - -
‘B’
Group
367 1129 1874 809 66 389 - -
‘C’
GDS - - - - - - 820 1280
Integrity Pledge taken on 28th October, 2019 at Circle Office, Telangana Circle.
Walkathon during Vigilance Awareness Week, Assam Circle.

Essay writting competition during Vigilance Awareness Week by Telangana Circle.
Debate competition during Vigilance Awareness Week 2019 in Dak Bhawan, New Delhi.

New Services launched during 2019-20
Mobile banking service launched on 15.10.2019
NDC, Krishna Nagar HO, Delhi
NDC, Dadar Mumbai NDC, Azad Nagar, Mumbai

Annexure-I
AUDIT OBSERVATIONS OF C&AG

(Ministry of Communications)
Department of Posts
There were 2 paras of C&AG of India report No. 21 of 2018 in the Department of Posts, No C&AG
para is pending with the Department as on 22.01.2020
Department of Posts
Summary of important Audit observations in C&AG Report No. 21 of 2018 for the year ended March,
2017 for inclusion in the Annual Report of Department of Posts.
Audit of Core Insurance Solution (CIS) to Department of Posts:-
Deficiencies in software functionalities, computational errors, non-generation of reports, non integration

with other applications, non-roll out in the entire postal network, multiple log on, lack of sufficient
validation controls along with inadequate system based controls and monitoring have exposed the
system to fraud vulnerability. DoP should address these inadequacies urgently and review the function
of IT controls to achieve the objective of higher level excellence.
Para No. 3.1
Stocking of Cash Certificate in Department of Posts (DoP):-
Non-linking of Receipts of Cash Certificate (CCs) from India Security Press (ISP), Nasik with the
indents placed by Circle Stamp Depots (CSD) resulted in excess receipt and resultant accumulation of
CCs at the CSDs. As the retention of the certificates in the CSDs is prone to misuse, DoP needs to take
immediate action to ensure that all the unsold certificates are obtained by ISP Nasik for appropriate
disposal.
Para No. 3.2

Annexure-II
AUDIT REPORT PARAS PENDING

Details of Audit Report Paras pending with the Department of Posts and their disposal status as on
22.01.2020.
SI. Number Number of Details of paras/ PA Report on Which ATNs are pending
No. and year paras/ PA
of the report on which Number of Number of ATNs No. of ATNs which
Report ATNs have ATNs not sent but returned have been finally
been submitted sent by the with observations vetted by audit,
to PAC after Ministry to the and audit is but have not been
vetting by Audit Audit even for awaiting their submitted by the
(to Monitoring the first time resubmission by Ministry
Cell) the Ministry
CA 21 of
1 2 NIL NIL NIL
2018
Total 2 NIL NIL NIL
Details of Audit Report Paras pending with the Department of Posts and their disposal status as on
22.01.2020.
Total C&AG Audit paras pending as on 22.01.2020= Nil
Total C&AG Audit Paras pending with DG Audit (P&T) for vetting =Nil

OTHER
STATISTICAL TABLES

TABLE - 21
POSTAL NETWORK AT A GLANCE IN INDIA AS ON 31.03.2019
(in number)
1 Postal Circles 23
2 Postal Regions 54
3 Postal Divisions 446
4 Circle Stamp Depots 16
5 Postal Store Depots 46
6 Railway Mail Service Divisions 69
7 Postal Training Centres 6
8 Post Office 156,600
9 Rural Post Office 141,001
10 Urban Post Office 15,599
11 General Post Office 24
12 Head Post Office 811
13 Sub Post Office 24,677
14 Gramin Dak Sewak Post Office 131,113
15 Delivery Post Office 147,849
16 Night Post Office 120
17 Sorting Hub 91
Countries covered under International Speed Post

18 100
(Merchandise & documents - both)"
19 Countries covered under International Speed Post (documents only) 6
20 Average person served per Post Office* 8,511
21 Average rural person served per rural Post Office* 6,253
22 Average urban person served per urban Post Office* 28,923
23 Average Area served by a Post Office (in Sq. Km.) 20.99
*Estimated.

TABLE - 22
REGISTERED AND UNREGISTERED MAIL TRAFFIC DURING 2018-19

(number in thousand)
Circle Registered Traffic Unregistered Traffic Total
Andhra Pradesh 6728 225004 231732
Assam 4544 80286 84830
Bihar 4731 46374 51105
Chhattisgarh 1583 65885 67468
Delhi 9781 119286 129067
Gujarat 9777 610753 620530
Haryana 3781 89049 92830
Himachal Pradesh 1982 48587 50569
Jammu & Kashmir 794 44865 45659
Jharkhand 3362 38341 41703
Karnataka 11687 436428 448115
Kerala 11244 387818 399062
Madhya Pradesh 6942 212584 219526
Maharashtra 23731 905137 928868
North Eastern 1733 52953 54686
Odisha 4952 81947 86899
Punjab 8738 152776 161514

Rajasthan 9660 230844 240504
Tamil Nadu 19714 605901 625615
Telangana 6336 216712 223048
Uttar Pradesh 18603 202447 221050
Uttrakhand 2509 43200 45709
West Bengal 24980 120859 145839

Total 197892 5018036 5215928
Source : Postal Circles

TABLE - 23
ARTICLE-WISE MAIL TRAFFIC DURING 2017-2018 AND 2018-2019

(Registered, Unregistered and Premium Products)
(number in Crore)
Article 2017-18 2018-19

1. Postcard * 106.23 87.35
Letter
i) Speed Post 46.38 53.73
ii) Registered Letter 16.67 17.00
iii) Insured Letter 0.08 0.08
iv) Value Payable Letter 0.22 0.21
v) Unregistered Letter # 312.61 281.25
2. Total Letter Mail (i) to (v) 375.96 352.27
3. Registered Newspaper 48.00 46.77
Parcel
i) Express Parcel Post 1.21 0.92
ii) Registered Parcel 1.29 1.35
iii) Insured Parcel 0.10 0.10
iv) Value Payable Parcel 0.35 0.31
v) Unregistered Parcel 13.13 7.20
4. Total Parcel Mail (i) to (v) 16.08 9.88
Packet
i) Registered Packet 0.41 0.51
ii) Value Payable Packet 0.21 0.23
iii) Unregistered Packet 87.72 79.24
5. Total Packet Mail (i) to (iii) 88.34 79.98
Grand Total (1 to 5) 634.61 576.25
* Include acknowledgments.
# Include letter cards and insufficiently paid letters.

TABLE - 24
INLAND MONEY ORDERS ISSUED DURING 2018-19

Number Value Commission
Circle
(in Lakh) (` in Crore) (` in Crore)
Andhra Pradesh 0.10 28.09 1.26
Assam 0.28 12.03 0.58
Bihar 1.06 28.86 1.23
Chhattisgarh 0.82 12.31 0.73
Delhi 0.46 37.91 0.69
Gujarat 0.87 54.41 2.82
Haryana 0.96 11.12 0.87
Himachal Pradesh 0.91 16.08 0.85
Jammu & Kashmir 0.34 5.23 0.23
Jharkhand 0.73 9.88 0.62
Karnataka 34.53 3258.86 161.35
Kerala 44.41 900.20 40.28
Madhya Pradesh 0.99 28.85 1.35
Maharashtra 4.22 185.52 9.36
North Eastern 0.45 10.54 0.15
Odisha 10.51 19.24 0.94
Punjab 4.07 14.10 1.16
Rajasthan 4.17 83.85 4.59
Tamil Nadu 20.65 198.37 9.81
Telangana 0.15 25.87 1.02
Uttar Pradesh 5.05 67.65 2.72
Uttarakhand 0.35 12.06 0.53
West Bengal 3.24 42.10 2.70
Base Post Office 0.02 1.84 0.08
Total 139.34 5064.97 245.92
Source : Book II Section

TABLE - 25
INDIAN POSTAL ORDERS SOLD DURING 2018-19

Numbers Value Commission
Circle
(in Lakh) (` in Crore) (` in Crore)
Andhra Pradesh 1.41 0.40 0.04
Assam 2.35 0.82 0.12
Bihar 7.13 2.51 0.28
Chhatisgarh 1.00 0.39 0.03
Delhi 3.30 1.85 0.13
Gujarat 0.35 0.35 0.04
Haryana 1.36 0.80 0.10
Himachal Pradesh 2.05 0.87 0.09
Jammu & Kashmir 0.49 0.14 0.01
Jharkhand 0.96 0.30 0.04
Karnataka 7.43 1.55 0.16
Kerala 0.50 0.32 0.04
Madhya Pradesh 2.12 0.68 0.07
Maharashtra 0.75 1.47 0.15
North - East 0.52 1.22 0.03
Odisha 3.55 2.33 0.25
Punjab 2.50 0.69 0.18
Rajasthan 6.88 3.74 0.40
Tamil Nadu 0.74 1.01 0.06
Telangana 1.21 0.5 0.04
Uttar Pradesh 7.46 2.65 0.21
Uttarakhand 2.24 0.69 0.09
West Bengal 1.03 1.66 0.09
Base Post Office 0.09 0.01 0.00
Total 57.42 26.95 2.65

142
TABLE - 26
ACCOUNTS OF SAVINGS SCHEMES AS ON 31.03.2019
(in number)
Circle Savings Recurring Monthly Senior Time Public Fixed National National Sukanya Mahila Total
Bank Deposit Income Citizen Deposit Provident Deposit Saving Saving Samridhi Samridhi
Scheme Fund Scheme 87 Scheme 92 Yojana Yojana
Andhra Pradesh 18729723 10644865 349103 48853 603282 47341 0 3560 1359 692419 0 31120505
Assam 5949740 2151211 357884 8172 253485 44373 0 2263 313 224206 0 8991647
Bihar 19253317 5304412 1591943 28840 3074003 56752 0 2299 202 622249 0 29934017

Chhatisgarh 7343642 818079 76753 12336 162720 28304 0 1295 121 377442 0 8820692
Delhi 1009681 668256 400202 75865 225239 211006 2 21211 990 194103 0 2806555
Gujarat 6312103 5360572 1234371 177290 1783955 205541 0 25851 192 381137 0 15481012
Haryana 2752703 1555815 332621 34038 837052 96263 0 10309 255 341628 129679 6090363
Himachal Pradesh 2024103 2047838 159640 10191 470879 30146 22 1229 75 216427 0 4960550
Jammu & Kashmir 1205691 200738 57155 2769 232405 9043 0 1390 39 125421 0 1834651
Jharkhand 7105166 3764010 432697 28051 582841 40684 0 3437 0 547549 0 12504435
Karnataka 10616353 4576323 352618 150261 384012 124860 3 12751 2088 1314984 0 17534253
Kerala 8342386 4728917 336632 39682 453384 25852 298 4984 1850 465832 0 14399817
Madhya Pradesh 11252478 10575871 404748 46000 775844 60953 59 5756 361 971142 0 24093212
Maharashtra 8639808 15419200 1149272 233319 1311317 480352 0 61269 1995 1140490 0 28437022
North-East 1535429 681661 48986 5989 70549 6227 0 755 96 82563 0 2432255
Odisha 9228006 5372550 344063 36570 773606 27278 6 4165 282 513838 0 16300364
Punjab 2275739 2162738 385750 65341 911383 166841 0 9305 564 374623 0 6352284
Rajasthan 7458961 4264272 468269 57308 670815 200868 0 6433 471 738309 0 13865706
Tamilnadu 11122388 12626393 517967 202689 2231900 297087 0 14839 5139 1760601 0 28779003
Uttar Pradesh 15792782 15196982 1204730 70574 2032281 199388 0 20442 3370 1465730 0 35986279
Uttarakhand 3917650 1601716 143162 16782 339669 38185 0 2242 203 326965 8210 6394784
West Bengal 16454164 5048132 4743943 312691 2914735 146286 0 28812 0 739569 0 30388332
Telangana 11287386 3752954 222105 60401 154284 46724 0 5160 1284 461089 11616 16003003
Base P.O. 191354 229172 12038 412 817 14144 0 246 79 25090 0 473352
Total 189800753 118752677 15326652 1724424 21250457 2604498 390 250003 21328 14103406 149505 363984093

TABLE - 27
OUTSTANDING BALANCE OF SAVINGS SCHEMES AS ON 31.03.2019
( ìn Crore)
National
Monthly Sukanya Public Mahila
Savings Recurring Time Senior Saving Fixed
Circle Income Samriddhi Provident Samriddhi Total
Bank Deposit Deposit Citizen Scheme 87 Deposit
Scheme Yojana Fund Yojana
& 92
Andhra Pradesh 2480.94 4825.61 5296.08 9811.07 2839.24 73.56 0.44 2815.56 2040.20 0.77 30183.47
Assam 3236.93 2382.74 1344.81 3422.79 387.35 -2.28 0.00 344.20 844.02 0.34 11960.90
Bihar 5697.10 4884.44 9543.18 7467.36 333.45 1148.49 -0.06 1003.83 1065.76 0.00 31143.55
Chhatisgarh 1700.14 2568.52 1344.91 1924.31 677.91 34.57 0.00 439.87 801.47 0.00 9491.70
Delhi 3639.44 3256.62 4645.27 6128.69 3642.68 194.69 -1.43 959.03 12509.27 0.00 34974.26
Gujarat 6291.16 2821.70 11774.39 14122.05 5784.40 -81.20 -0.14 885.82 7704.09 0.00 49302.27
Haryana 2839.69 4399.95 3884.16 3560.98 1464.52 62.07 -0.13 1522.51 3206.96 0.00 20940.71
Himachal Pradesh 3049.62 4182.15 2192.00 3293.95 547.31 10.79 0.00 646.09 1413.02 0.00 15334.93
Jammu & Kashmir 868.95 729.03 1863.49 974.38 228.07 -37.09 0.00 326.10 254.67 0.14 5207.74
Jharkhand 287.76 1148.88 2811.46 5628.56 884.59 -31.58 0.00 659.73 287.34 0.00 11676.74
Karnataka 908.71 4967.59 3226.35 6036.24 5889.71 218.38 -0.01 4472.21 4710.83 0.00 30430.01
Kerala 3389.55 8946.84 1297.08 2616.53 1508.20 45.30 0.01 1355.45 838.58 0.00 19997.54
Madhya Pradesh 6407.55 5691.07 2721.08 4080.39 1490.41 -12.01 -1.93 1023.84 1627.77 0.00 23028.17
Maharashtra 9146.66 4824.35 7951.12 27184.99 7532.87 1248.07 -0.01 2915.16 9726.75 0.00 70529.96
North-East 1253.16 1346.20 852.34 1194.10 236.68 8.47 0.01 143.83 162.72 0.28 5197.79
Odisha 3947.59 4051.41 3497.53 3753.42 1109.10 -2.39 0.06 1033.49 546.38 0.00 17936.59
Punjab 4555.02 4920.33 8431.11 6255.46 2427.68 184.38 0.00 1167.89 8684.21 0.00 36626.08
Rajasthan 4175.30 6625.96 4472.06 5855.32 1930.40 -57.21 0.00 1483.65 5585.48 0.00 30070.96
Tamilnadu 11892.49 6254.65 5349.40 10660.52 5741.56 250.83 0.00 4770.43 4679.05 0.00 49598.93
Uttar Pradesh 13336.12 13589.35 15109.03 17301.00 2302.94 96.74 -1.87 3492.07 5699.62 0.00 70925.00
Uttarakhand 2980.92 3266.44 2308.76 3211.17 727.27 -32.02 0.00 808.30 1073.59 0.00 14344.43
West Bengal 15529.76 6311.94 22920.33 47716.24 6991.23 -197.28 22.78 1244.39 4677.83 0.00 105217.22
Telangana -2148.60 131.74 1224.92 167.13 980.22 -12.70 0.00 1065.35 276.59 0.00 1684.65
Base P.O. 133.60 279.52 230.02 289.33 48.90 8.17 0.00 68.89 109.14 0.00 1167.57
Total 105599.56 102407.03 124290.88 192655.98 55706.69 3118.75 17.72 34647.69 78525.34 1.53 696971.17

143
144
TABLE - 28
DISTRIBUTION OF RURAL AND URBAN POST OFFICES AS ON 31.03.2019

(in number)
Departmental Post Office Gramin Dak Sewak Post Office
Total Post Office
Circle Head Post Office Sub Post Office Total Sub Post Office Branch Post Office Total
Rural Urban Total Rural Urban Total Rural Urban Total Rural Urban Total Rural Urban Total Rural Urban Total Rural Urban Total
Andhra Pradesh 5 54 59 953 578 1531 958 632 1590 - - 0 8746 147 8893 8746 147 8893 9704 779 10483
Assam 0 19 19 398 207 605 398 226 624 - - 0 3338 49 3387 3338 49 3387 3736 275 4011
Bihar 1 31 32 635 393 1028 636 424 1060 - - 0 7974 50 8024 7974 50 8024 8610 474 9084

Chhatisgarh 0 11 11 90 250 340 90 261 351 - - 0 3517 28 3545 3517 28 3545 3607 289 3896
Delhi 0 12 12 5 375 380 5 387 392 - - 0 78 69 147 78 69 147 83 456 539
Gujarat 0 33 33 635 593 1228 635 626 1261 - - 0 7515 127 7642 7515 127 7642 8150 753 8903
Haryana 0 16 16 181 309 490 181 325 506 - - 0 2140 48 2188 2140 48 2188 2321 373 2694
Himachal Pradesh 3 15 18 349 104 453 352 119 471 - - 0 2311 13 2324 2311 13 2324 2663 132 2795
Jammu & Kashmir 0 9 9 88 170 258 88 179 267 - - 0 1406 26 1432 1406 26 1432 1494 205 1699
Jharkhand 0 13 13 233 221 454 233 234 467 - - 0 3275 37 3312 3275 37 3312 3508 271 3779
Karnataka 0 58 58 849 799 1648 849 857 1706 - - 0 7777 166 7943 7777 166 7943 8626 1023 9649
Kerala 4 48 52 966 491 1457 970 539 1509 - - 0 3211 343 3554 3211 343 3554 4181 882 5063
Madhya Pradesh 0 43 43 328 648 976 328 691 1019 - - 0 7146 114 7260 7146 114 7260 7474 805 8279
Maharashtra 1 60 61 1020 1133 2153 1021 1193 2214 - - 0 10689 97 10786 10689 97 10786 11710 1290 13000
North - East 0 9 9 196 135 331 196 144 340 - - 0 2465 106 2571 2465 106 2571 2661 250 2911
Odisha 0 35 35 668 507 1175 668 542 1210 1 - 1 6945 59 7004 6946 59 7005 7614 601 8215
Punjab 0 22 22 332 414 746 332 436 768 - - 0 3086 15 3101 3086 15 3101 3418 451 3869
Rajasthan 1 46 47 729 558 1287 730 604 1334 - - 0 8949 28 8977 8949 28 8977 9679 632 10311
Tamil Nadu 1 93 94 1335 1405 2740 1336 1498 2834 - - 0 8944 359 9303 8944 359 9303 10280 1857 12137
Telangana 2 34 36 426 380 806 428 414 842 - - 0 4854 113 4967 4854 113 4967 5282 527 5809
Uttar Pradesh 0 72 72 892 1593 2485 892 1665 2557 - - 0 14853 262 15115 14853 262 15115 15745 1927 17672
Uttarakhand 0 13 13 198 183 381 198 196 394 - - 0 2316 13 2329 2316 13 2329 2514 209 2723
West Bengal 0 47 47 784 940 1724 784 987 1771 - - 0 7157 151 7308 7157 151 7308 7941 1138 9079
Total 18 793 811 12290 12386 24676 12308 13179 25487 1 0 1 128692 2420 131112 128693 2420 131113 141001 15599 156600
Source : Planning Section
TABLE- 29
CLASSIFIED FUNCTION-WISE DISTRIBUTION OF POST OFFICES AS ON 31.3.2019

(in number)
Post Office Post Office
Total Post Night Post Delivery
Circle with full range without
Office Offices Post Offices
of services delivery
Andhra Pradesh 10483 23 9982 501 9982
Assam 4011 1 624 104 3907
Bihar 9084 6 1062 239 8848
Chhatisgarh 3896 2 349 85 3811
Delhi 539 7 392 296 243
Gujarat 8903 8 7509 278 8625
Haryana 2694 2 314 192 2502
Himachal Pradesh 2795 0 2756 39 2756
Jammu & Kashmir 1699 1 267 78 1622
Jharkhand 3779 2 463 104 2995
Karnataka 9649 2 9124 525 9124
Kerala 5063 6 4146 261 4803
Madhya Pradesh 8279 5 8279 295 7984
Maharashtra 13000 7 8762 665 12335
North - East 2911 1 498 41 2875
Odisha 8215 0 1210 282 7927
Punjab 3869 1 546 224 3645
Rajasthan 10311 5 9964 346 9965
Tamilnadu 12137 15 12138 1298 10840
Telangana 5809 8 842 184 5625
Uttar Pradesh 17672 12 2557 1067 16605
Uttarakhand 2723 0 2723 107 2616
West Bengal 9079 6 1132 865 8214
Total 156600 120 85639 8076 147849

TABLE- 30
PANCHAYAT SANCHAR SEWA KENDRAS,

FRANCHISE OUTLET AND MUKHYA DAK GHAR AS ON 31.03.2019
(in number)
Panchayat Mukhya Dak Ghar (MDG)
Franchise
Circle Sanchar Sewa
Outlet Rural Urban Total
Kendra
Andhra Pradesh 12 87 1 4 5
Assam 19 16 2 18 20
Bihar 517 153 4 14 18
Chhattisgarh 2 25 0 9 9
Delhi 0 228 0 0 0
Gujarat 4 39 1 44 45
Haryana 25 96 0 10 10
Himachal Pradesh 37 14 0 0 0
Jammu & Kashmir 19 27 0 10 10
Jharkhand 40 379 0 13 13
Karnataka 2 25 0 45 45
Kerala 0 0 43 47 90
Madhya Pradesh 88 81 0 23 23
Maharashtra 45 133 3 51 54
North Eastern 11 46 2 14 16
Odisha 58 102 1 34 35
Punjab 3 61 0 6 6
Rajasthan 3 64 1 11 12
Tamil Nadu 13 92 4 23 27
Telangana 4 61 0 1 1
Uttar Pradesh 718 280 2 24 26
Uttarkhand 33 64 0 8 8
West Bengal 5 47 6 32 38
Total 1658 2120 70 441 511
Source : Planning Section

TABLE - 31
LETTER BOX, POST BOX AND POST BAG AS ON 31.03.2019

(in number)
Letter Box Post Box Post Bag Post Box cum
Circle rented to rented to Bags rented
Urban Rural Total
public public to public
Andhra Pradesh 4232 24947 29179 520 48 1
Assam 1123 11931 13054 308 5 0
Bihar 3197 19584 22781 876 81 255
Chhattisgarh 2991 12373 15364 121 1 0
Delhi 836 34 870 350 21 132
Gujarat 4496 19624 24120 3076 286 4
Haryana 1355 5323 6678 293 1 0
Himachal Pradesh 685 5828 6513 217 2 0
Jammu & Kashmir 578 3663 4241 1717 96 0
Jharkhand 1028 8850 9878 301 2 0
Karnataka 5767 23122 28889 5213 104 44
Kerala 3435 11324 14759 4450 328 105
Madhya Pradesh 4288 34121 38409 499 45 7
Maharashtra 8188 36469 44657 6571 160 21
North - East 1160 4740 5900 3438 7 0
Odisha 2491 17010 19501 259 0 0
Punjab 2686 12041 14727 724 6 1
Rajasthan 3614 23804 27418 1320 34 0
Tamil Nadu 9416 30585 40001 3903 497 41
Telangana 2752 11576 14328 366 68 40
Uttar Pradesh 6769 45691 52460 678 16 41
Uttarakhand 1794 9689 11483 379 17 0
West Bengal 4416 22615 27031 4459 181 31
Total 77297 394944 472241 40038 2006 723
Source : Planning Section and Postal Circles

TABLE - 32
POSTAL AND RAILWAY MAIL SERVICE FUNCTIONAL UNITS AS ON 31.03.2019

(in number)
Railway Railway
Railway
Postal Circle Mail Mail
Postal Mail
Circle Store Stamp Service Service
Divisions Service
Depots Depots Sorting Record
Divisions
Offices Offices
Andhra Pradesh 28 4 3 0 14 15
Assam 9 2 1 1 11 13
Bihar 23 4 2 1 17 17
Chhatisgarh 5 1 1 0 4 4
Delhi 6 3 1 1 8 3
Gujarat 25 3 3 1 19 19
Haryana 9 2 1 0 12 12
Himachal Pradesh 9 1 1 0 8 6
Jammu & Kashmir 6 1 1 1 2 2
Jharkhand 8 2 1 0 10 10
Karnataka 31 3 3 1 28 25
Kerala 24 3 3 1 24 21
Madhya Pradesh 21 3 1 1 10 11
Maharashtra 41 7 4 1 47 33
North Eastern 7 0 1 0 0 0
Odisha 19 3 2 1 19 20
Punjab 13 2 1 1 9 10
Rajasthan 24 3 3 1 16 18
Tamil Nadu 43 6 5 1 42 37
Telangana 16 2 1 1 13 9
Uttar Pradesh 44 7 4 1 41 37
Uttarkhand 7 1 1 0 3 3
West Bengal 28 6 2 1 26 26
Total 446 69 46 16 383 351
Source : PE-1 Section and Mails Section

TABLE - 33
COMPLAINTS RECEIVED, SETTLED AND PENDING DURING 2018-19

(in number)
Pending Complaints
Opening
Circle Received Total Settled Below 3 3-6 6 - 12 Over 12
Balance Total
months months months months
Andhra Pradesh 1379 40485 41864 38203 2322 794 403 142 3661
Assam 1154 37066 38220 35963 1716 382 153 6 2257
Bihar 1502 39028 40530 38617 1557 356 0 0 1913
Chhattisgarh 1358 17744 19102 16404 907 886 814 91 2698
Delhi 4182 208876 213058 207412 5047 589 10 0 5646
Gujarat 3109 99394 102503 93549 5901 2003 987 63 8954
Haryana 1855 150372 152227 136356 14299 1572 0 0 15871
Himachal Pradesh 251 12303 12554 12089 361 101 3 0 465
Jammu & Kashmir 1339 907 2246 1484 292 263 194 13 762
Jharkhand 191 5139 5330 3851 1452 27 0 0 1479
Karnataka 16690 361593 378283 318846 59399 34 4 0 59437
Kerala 3030 122661 125691 123801 1617 117 108 48 1890
Madhya Pradesh 5848 86944 92792 87672 3772 1148 170 30 5120
Maharashtra 8604 467837 476441 469559 3546 2289 476 571 6882
North-East 14199 27232 41431 35552 3660 1364 650 205 5879
Odisha 1435 18859 20294 17535 279 0 197 2283 2759
Punjab 1291 61581 62872 60238 2547 69 15 3 2634
Rajasthan 3555 75253 78808 75113 3296 279 118 2 3695
Tamilnadu 4709 148294 153003 144168 6345 1925 499 66 8835
Telangana 3821 59592 63413 47702 6086 4070 4730 825 15711
Uttar Pradesh 6583 195955 202538 186184 15785 535 34 0 16354
Uttarakhand 680 12497 13177 12050 826 248 43 10 1127
West Bengal 17937 123357 141294 108792 30950 1081 434 37 32502

Army Postal Service 32 272 304 155 88 44 9 8 149
Total 104734 2373241 2477975 2271295 172050 20176 10051 4403 206680
Source : PG Section
149
TABLE - 34
PHILATELY STATISTICS DURING 2017-2018 AND 2018-2019
(in number)
Item 2017-18 2018-19
Philatelic Bureaux 86 84
Philatelic Counters 1030 1032
Commemorative stamps released 183 93
First Day Covers released 50 49
Source : Philately Section

TABLE-35
COUNTRIES COVERED UNDER INTERNATIONAL SPEED POST SERVICE

as on 27.09.2019
1 Afghanistan 39 Hungary
2 Argentina 40 Iceland
3 Australia 41 Indonesia
4 Austria 42 Iran
5 Bahrain 43 Ireland
6 Bangladesh 44 Israel
7 Barbados 45 Italy
8 Belarus 46 Japan
9 Belgium 47 Jordan
10 Bermuda 48 Kazakhstan
11 Bhutan 49 Kenya
12 Botswana 50 Korea (Republic)
13 Bosnia and Herzegovina 51 Kuwait
14 Brazil 52 Latvia
15 Brunei Darussalam 53 Lithuania
16 Bulgaria 54 Luxembourg
17 Cambodia 55 Macao
18 Canada 56 Malawi
19 Cape Verde 57 Malaysia
20 Cayman Islands 58 Maldives
21 China (People’s Republic) 59 Mauritius
22 Cuba 60 Mexico
23 Cyprus 61 Mongolia
24 Denmark 62 Morocco
25 Ecuador 63 Namibia
26 Egypt 64 Nauru
27 El Salvador 65 Nepal
28 Eritrea 66 Netherlands
29 Estonia 67 New Zealand
30 Ethiopia 68 Niger
31 Fiji 69 North Macedonia
32 Finland 70 Norway
33 France 71 Oman
34 Georgia 72 Pakistan
35 Germany 73 Panama
36 Ghana 74 Papua New Guinea
37 Greece 75 Philippines
38 Hong Kong 76 Poland

COUNTRIES COVERED UNDER INTERNATIONAL SPEED POST SERVICE
as on 27.09.2019
77 Portugal 89 Switzerland
78 Qatar 90 Taiwan
79 Romania 91 Tanzania
80 Russian Federation 92 Thailand
81 Saudi Arabia 93 Tunisia
82 Senegal 94 Turkey
83 Singapore 95 Uganda
84 South Africa 96 Ukraine
85 Spain 97 United Arab Emirates
United Kingdom (United Kingdom of
86 Sri Lanka 98
Great Britain and Northern Ireland)
87 Sudan 99 United States of America
88 Sweden 100 Vietnam
FOR DOCUMENTS ONLY

1 Democratic Republic of Congo (Zaire)
2 Guyana
3 Iraq
4 Nigeria
5 Rwanda
6 Yemen
Source : DA Section

TABLE 36
List of Heritage Buildings

S.No Name of Heritage Building Name of the Circle
1 Patna GPO
2 Bhagalpur HPO Bihar
3 P T C Darbhanga
4 New Delhi GPO
Delhi
5 Delhi GPO
6 Mandi HPO
7 Chhotta Shimla PO
8 Shimla GPO Himachal Pradesh
9 Ambedkar Chowk PO
10 Kasauli P O
11 Mumbai GPO
12 Nagpur GPO
13 Director of Accounts (Postal) Nagpur Maharashtra
14 Pune GPO
15 Panaji HPO
16 Amritsar HPO Punjab
17 Circle Office, Trivandrum Kerala
18 Postal Training Centre, Mysore
19 Divisional Office Bellary Karnataka
20 Circle Office, Bangalore
21 Varanasi City PO
22 Varanasi HPO
23 Lucknow GPO Uttar Pradesh
24 Circle Office Lucknow
25 Agra HPO
26 Chennai GPO
27 Udhagamandalam HPO Tamil Nadu
28 Nagapattinam HPO
29 Return Letter Office Kolkata
30 Darjeeling HPO
31 Cooch Behar PO
32 Kolkata GPO
West Bengal
33 Baruipur HPO
34 Behrampur HPO
35 Alipore HPO
36 Diamond Harbour HPO
Source : Estates Section

154
TABLE 37
DEPARTMENTAL AND RENTAL BUILDINGS AS ON 31.03.2019
Departmental buildings Rented buildings Rent-Free buildings TOTAL
Circle
Postal Railway Mail Service Other units Postal Railway Mail Service Other units Postal Railway Mail Service Other units Deptt. Rented building Rent-free buildings
Andhra Pradesh 169 7 12 1346 23 10 72 1 2 188 1379 75
Telangana 150 14 1 628 9 0 73 1 0 165 637 74
Assam 161 11 0 441 13 0 23 8 0 172 454 31
Bihar 178 2 7 774 21 0 100 0 0 187 795 100
Chhattisgarh 43 0 2 285 4 1 23 0 0 45 290 23
Delhi 121 2 6 208 7 0 38 0 0 129 215 38
Gujarat 286 3 7 946 17 2 26 0 0 296 965 26
Daman & Dadra Nagarhaveli (UT) 3 0 0 3 0 0 0 0 0 3 3 0

Diu (U/T) 0 0 0 1 0 0 0 0 0 0 1 0
Haryana 83 0 0 359 12 0 65 1 0 83 371 66
Himachal Pradesh 77 1 5 376 6 3 21 0 0 83 385 21
Jharkhand 66 2 0 342 17 1 54 0 0 68 360 54
Jammu & Kashmir 33 1 1 202 0 1 25 0 0 35 203 25
Karnataka 387 11 22 1247 13 6 73 0 0 420 1266 73
Kerala including Lakshadweep 251 4 3 1210 21 15 47 0 0 258 1246 47
Madhya Pradesh 190 2 3 729 3 0 100 2 0 195 732 102
Maharashtra 363 41 15 1630 66 38 178 12 19 419 1734 209
Goa 15 3 1 80 0 2 9 1 0 19 82 10
Meghalaya 19 0 2 34 0 0 14 0 0 21 34 14
Mizoram 12 0 0 24 0 0 3 0 0 12 24 3
Manipur 8 0 0 45 0 0 3 0 0 8 45 3
Nagaland 11 0 0 26 0 0 6 0 0 11 26 6
Arunachal Pradesh 23 0 0 12 0 0 14 0 0 23 12 14
Tripura 21 0 0 50 0 0 12 0 0 21 50 12
Odisha 148 7 73 956 15 0 106 0 0 228 971 106
Punjab 108 1 5 484 12 1 82 0 0 114 497 82
Chandigarh 30 0 1 45 0 0 18 0 0 31 45 18
Rajasthan 342 13 7 853 23 0 140 4 0 362 876 144
Tamil Nadu 284 6 3 2175 32 6 76 0 0 293 2213 76
Pondicherry 9 0 0 69 0 0 4 0 0 9 69 4
Uttar Pradesh 308 15 5 2032 41 5 206 0 0 328 2078 206
Uttarakhand 51 0 0 305 1 0 42 0 0 51 306 42
West Bengal 210 10 38 1358 9 21 110 9 1 258 1388 120
Sikkim 6 0 0 12 0 0 5 0 0 6 12 5
A&N Islands 10 0 0 7 3 0 5 2 0 10 10 7
TOTAL 4176 156 219 19294 368 112 1773 41 22 4551 19774 1836
Note: (i) In case 2 or more offices are functioning in a common building, it is treated as ‘one number of building’ only.
(ii) All the administrative Offices and other offices like CO/RO/DAP/PSD/CSD & MMS Units other than Post Offices/RMS offices shown under “Other Units”
Source : Estates Section

Newly Constructed Post Office building at New Town, Kolkata


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Annual Report 2019-20 a

Chapter Content Page No.

Chapter 3 IT Modernization Project 21

Chapter 4 Postal & Mail Operations 25

Chapter 5 Premium Services and Citizen Centric Services 31

Chapter 6 Rural Business 41

Chapter 7 International Business and Cooperation 45

Chapter 8 Financial Services 51

Chapter 9 India Post Payments Bank 61

Chapter10 Financial Management 69

Chapter 12 Human Resource Development 85

Chapter 13 Estates Management 101

Chapter 14 Development Activities in North Eastern Region 107

Chapter 15 Issues of General Importance 115

Chapter 16 Public Grievances and Right to Information 121

Chapter 17 Vigilance Administration 129

Annexure 1 Audit Observations of C&AG 133

Annexure 11 Audit Report Paras Pending 134

Appendix Other Statistical Tables 137

Annual Report 2019-20 03

Table No Content Page No.

Annual Report 2019-20 05

Appendix : Other Statistical Tables

21 Postal Network at a Glance in the Country 137

06 Annual Report 2019-20

Annual Report 2019-20 07

Department of Posts – The Last mile Reach

Urban Post Offices Rural Post Offices

Departmental Gramin Dak Sewak Departmental Gramin Dak

Average area served by a Post Office is 20.99 sq.km.

Annual Report 2019-20 09

disbursal of the social benefit payments, such as

1.5 While the core activity of the Department

10 Annual Report 2019-20

Annual Heads of Circles Conference 2019.

Annual Report 2019-20 11

12 Annual Report 2019-20

Annual Report 2019-20 13

14 Annual Report 2019-20

Annual Report 2019-20 15

RMS). Each Region is headed by a Postmaster

POSTAL SERVICES BOARD

16 Annual Report 2019-20

Secretary (Posts)/Chairman, Postal Services Board DirectorGeneral, Postal Services

Annual Report 2019-20

Secretary (Posts)/Chairman, Postal Services Board Director General, Postal Services

Members, Postal Services Board/Addl. DG Coordina�on

Annual Report 2019-20

56 Army Post 99 Army Post

Postal Training RMS General Post Foreign Postal Mail

Head Post Oﬃce ACRONYMS

Mail Branch Post Oﬃce

Annual Report 2019-20 19

20 Annual Report 2019-20

Annual Report 2019-20 21

22 Annual Report 2019-20

Annual Report 2019-20 23

24 Annual Report 2019-20

4.4 In addition to the above, the Department