Project Arrow is an initiative to transform India Post into a vibrant and responsive organization and to make a visible and positive difference in postal operations to benefit the customers. It has been launched with objective of modernizing the post and makes visible, tangible and noteworthy differences in the post office operations that matter to “Aam Aadmi”.
In specific terms, Project Arrow entails comprehensive improvement of the core operations of the Post Offices as well as the ambience in which postal transactions are undertaken. Enhancing the quality of services in ‘core areas’ envisages focus on Mail Delivery, Remittances, Savings Bank and Office service Levels. This is helping the Department of Posts to emerge as a one-stop shop for retail products and offer a single window facility for banking, money remittances and other financial products and services including social and civic initiatives. At present Monitoring of performance ‘Core Operations’ is done in 15,584 Post Offices and ‘Look & Feel’ has been improved in 1,843 Post offices.
Project Arrow will benefits Customers through – Direct communication with the outside world and development benefits in rural areas; Simpler and faster Money transactions through instant money order; ‘Local Citizens’ Forums’ formed who decide the performance norms for the respective post offices; Online public grievance handling and Monitoring through Video Conferences ensured sustainability and higher performance.
The Project Arrow experience is a working model for ushering in an integrated and lasting improvement in the postal system and awarded with “Prime ministers’ award for Excellence in Public Administration for 2008-2009” in 2010.
In the future it is proposed to include 3,000 more computerized post offices for monitoring of ‘Core Operations’ under Project Arrow Phase-VI during 2012-13 and later complete all 24,000 computerized Post offices during 12th Plan.
‘Look & Feel’ activity is proposed to be undertaken in 400 more Post offices during the financial year 2012-13 and expand in 2,500 post offices during 12th Plan in addition to existing 1843 post offices.
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*Inputs from the Department of Posts.
