COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM OF DEPARTMENT OF POSTS

SEVOTTAM COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM
OF DEPARTMENT OF POSTS
Operating Guidelines
F. No. 3-35-2009/PG
Standard Operating Procedure for PG Application
Page 1 of 9
Introduction:
The government has redefined the role of citizens and service users as
stakeholders and participants instead of customers through institutionalization of the
tenets of citizen centric governance in the Sevottam model. It is a model of service
delivery standards based on experiments in e-governance. Sevottam is developed by
The Bureau of Indian Standards (BIS) as a benchmark for quality service delivery (IS
15700:2005) based on the assessment-improvement model developed by Department
of Administrative Reforms & Public Grievances (DARPG).
Though, as a pioneer, the Department of Posts had achieved IS 15700:2005
certification for the New Delhi GPO on 11th April, 2008 we remain committed to bring
other Head Post Offices progressively to the IS 15700: 2005 certification level to realize
the objective of quality excellence.Recently the Government of India has directed the
Ministries and Departments of the Government to create sectoral standards to improve
two Sevottam components. As far as the Department of Posts is concerned, these are
mentioned in the Results Framework Document (RFD) for 2010-11 as;
• Creation of a Sevottam compliant system to implement, monitor and review
of Citizen’s Charter, and
• Creation of a Sevottam compliant system to redress and monitor Public
Grievances.
Once the sectoral standards are achieved through a systemic process, the
organization can go in for certification of its selected HPOs and other Post offices.
Sevottam Parameters regarding Public Complaints:
Creation of a Sevottam compliant Grievances Redress Mechanism (GRM) is
mentioned as a prerequisite under the RFD 2010-11 and the web based handling of
public complaints through the interconnected Computerized Customer Care Centers
(CCCCs) set up across the country has been strengthened with the present modification
of CCC software. A number of additional features have been built in the existing
software of CCCCs to improve the grievance handling system of the Department of
Posts on the following parameters of Sevottam compliance given in the IS 15700:2005
standards.
The present Standard Operating Procedure (SOP) concerns;
• Uniquely identifying and recording relevant details of complaint, remedy
requested, due date of redress & immediate action to be taken (if any).
• Categorization of the complaint as critical, major or minor depending upon its
seriousness and severity.
SEVOTTAM COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM
OF DEPARTMENT OF POSTS
Operating Guidelines
F. No. 3-35-2009/PG
Standard Operating Procedure for PG Application
Page 2 of 9
• Promptly acknowledging each complaint indicating the complaint number,
redress time expected & the name, designation and telephone number of the
contact person.
• Investigating the complaint for immediate resolving and if delayed informing
the complainant.
• Communicating the decision to the complainant and getting his feedback. If
the decision is not as expected by the complainant, the alternative recourse
available for appeal shall be intimated after which the complaint shall be
closed.
Major Features of the Updated CCC Software:
The Modification of Public Grievance Redress Software has taken into account
all the three aspects of grievance handling: how they are received, how they are
resolved, and how they are prevented. An elaborate system of recording,
acknowledging and monitoring of grievance settlement has been set up and specific
rules and procedures for redressal and compensation, wherever needed have been
formulated. The updated software has following major improved features;
• Provision for self generation of acknowledgment, interim reply and final reply
letter wherever required in hard copy
• Provision for seamless system of acknowledgment through email.
• Provision for seamless integration of Speed Post and eMO Tracking link with
CCC software for instantaneous checking the position of complaint.
• Provision for attaching copy of complaint as scanned attachment.
• Provision for feeding service standards for redress of complaints in the
software for self work audit.
• Provision for defining tolerance time line, a time line to prompt well before the
deadline fixed for redressing the complaints of various categories.
• Provision to freeze the PLI and Post Office Savings Bank complaints till the
duration of standard process time.
• Provision for escalation levels in form of reporting to the Divisional, Regional
and Circle Heads for cases not settled as per fixed standards.
• Provision for forwarding complaint to the Divisional Superintendent or other
authority for authorizing closures of grievance cases.
• Provision for recording directions / remarks by reviewing authority like
Postmaster, Divisional Head, Regional Head and Circle Head and forwarding
/ returning the case.
• Provision for management reports with focus on self work audit.
• Provision for seriousness and severity classification of all the complaints into
Critical, Major and Minor categories.
SEVOTTAM COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM
OF DEPARTMENT OF POSTS
Operating Guidelines
F. No. 3-35-2009/PG
Standard Operating Procedure for PG Application
Page 3 of 9
• Standardized formats for acknowledgment, interim and final reply through the
drop down window options in the computer interface
• Linking the PIN Code Search with the PO Search option to easily locate the
correct CCC.
• Possibility of linking relevant information provided by the complainant to that
entered in various modules (such as Postman module) in Meghdoot, Speed
net & Sanchayika Software.
Operating Procedures for PG Application through CCC System:
www.indiapost.gov.in/CCC
1. Login
The user name and password has to be entered for login.
The newly created CCCs have to get the user name from the concerned Divisions.
Default password will be indiapost. The password has to be changed after the first
successful login.
2. Office Configuration
After the successful Login for the first time, the Office Information has to be entered
such as;
1. Project Arrow Office or not, if applicable
2. Office Address
3. City
4. Pincode
5. Email
6. Telephone with STD Code
7. FAX
8. Officer Incharge
9. Designation
After saving valid information user can get into the application. Till the time these
information is saved the user cannot work with the application.
3. Complaints -> Data Entry
The complaint data has to be entered here. After the successful entry of the complaint,
the scanned image of any supplementary data can be uploaded. It is possible to upload
more than one image also.
SEVOTTAM COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM
OF DEPARTMENT OF POSTS
Operating Guidelines
F. No. 3-35-2009/PG
Standard Operating Procedure for PG Application
Page 4 of 9
4. Complaints -> Upload
By selecting the complaint number, the scanned image can be uploaded. The uploading
is limited to Outward Pending Complaints.
5. Complaints -> Query
The complaint can be tracked according to;
1. Complaint Number
2. Article (Transaction) Number
3. Office of Transaction
4. Date of Data Entry
5. All of the above parameters
6. Pending -> Outward
For the complaints which have the Transaction CCC as the CCC under consideration,
till the time the complaint is closed, it will be shown under the Pending Outward
Complaints.
The Current Pending complaints will be shown with break up in the left pane. The break
up is explained as follows;
• Complaints (xx):- Shows the total complaints including Public complaints
pertaining to that office.
• Unread (xx):- Shows the total unread complaints including the new complaints
and the existing complaints where reply is to be read. This includes the Public
complaints.
• New (xx):- Shows the newly registered unread complaints in which processing is
yet to start.
• Reply (xx):- Shows the existing complaints in which the reply given by other
office need to be viewed.
• Read (xx):- Shows the complaints read and yet to give the reply.
• Replied (xx):- Shows the complaints read and replied.
For Divisions and National SPCS
• Approval (xx):- Shows the complaints received for approval for closing.
• Approved (xx):- Shows the complaints approved for closing.
Project Arrow CCCs which cannot close complaints independently
SEVOTTAM COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM
OF DEPARTMENT OF POSTS
Operating Guidelines
F. No. 3-35-2009/PG
Standard Operating Procedure for PG Application
Page 5 of 9
• Rejected (xx):- Shows the complaints rejected for closing or re-opened.
• PC (xx):- Shows the public complaints separately included in all the above
categories. While clicking on the Complaint Number the Complaint Details will be
displayed. The Transaction details, the address particulars and the
communication details will be displayed separately. If any scanned image is
uploaded for this complaint, the link for viewing the image could be seen.
• Reply
For communicating with the inward CCC, the remarks/communication can be
entered here.
For Divisions and National SPCS
• Viewable for Customer:- The remarks entered by the outward CCC can be
viewed by the customer using the tracking page if this option is selected.
• Status Closed:- After providing the remarks the complaint can be closed if this
option is selected.
For Projects Arrow CCCs which cannot close complaints independently
• The remarks can be entered by the Project Arrow CCCs for communicating with
the Inward CCCs.
• Submitting for Approval:- Since some of the Project Arrow CCCs cannot close
complaints independently, they have to forward the complaints to the respective
Divisional CCCs for approval and subsequent closing by the Divisional CCCs.
• Transfer:- If the Transaction Post Office or Destination Post Office is not coming
under the jurisdiction of the particular CCC the complaint has to be transferred to
the corresponding CCCs. This Transfer is limited within the circle for restricting
unwanted transfer between the CCCs.
• Print:- The print out of the complaint description can be taken.
• Search:- To get the Outward Complaint details, the Search Button has to be
clicked after entering the complaint number.
7. Pending -> Inward
For the complaints which all are having the Destination CCC as the CCC under
consideration the complaint will be displayed under the Pending Inward Complaints till
the time the complaint is closed.The Current Pending complaints will be shown with
break up in the left pane. The break up is explained as follows:
• Complaints (xx):- Shows the total complaints including Public complaints
pertaining to that office.
SEVOTTAM COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM
OF DEPARTMENT OF POSTS
Operating Guidelines
F. No. 3-35-2009/PG
Standard Operating Procedure for PG Application
Page 6 of 9
• Unread (xx):- Shows the total unread complaints including the new complaints
and the existing complaints where reply is to be read. This includes the Public
complaints.
• New (xx):- Shows the newly registered unread complaints in which processing is
yet to start.
• Reply (xx):- Shows the existing complaints in which the reply given by other
office need to be viewed.
• Read (xx):- Shows the complaints read and yet to be replied.
• Replied (xx):- Shows the complaints read and replied.
• PC (xx):- Shows the public complaints separately included in all the above
categories.
While clicking on the Complaint Number the Complaint Details will be displayed.
The Transaction details, the address particulars and the communication details
will be displayed separately. If any scanned image is uploaded for this complaint
the link for viewing the image could be seen.
• Reply:- For communicating with the outward CCC, the remarks/communication
can be entered here.
• Viewable for Customer:- The remarks entered by the inward CCC can be
viewed by the customer using the tracking page if this option is selected.
• Transfer:- If the Transaction Post Office and Destination Post Office is not
coming under the jurisdiction of the particular CCC, the complaint has to be
transferred to the corresponding CCCs. This Transfer is limited within the circle
for restricting unwanted transfer between the CCCs.
• Print:- The print out of the complaint description can be taken.
• Search:- For getting the Outward Complaint details, Search button has to be
clicked after entering the complaint number.
8. Closed -> Outward
The complaints which all are closed by the particular CCC will be displayed. By clicking
the complaint number, the complaint details can be viewed.
• Search:- To get the Closed Outward Complaint details, Search button has to be
clicked after entering the complaint number.
9. Closed -> Re-Open
(For Divisions and National SPCS)
Divisional Offices will be able to close the complaints registered at the Projects Arrow
CCCs that are not authorized to close complaints independently. Due to the customer
feedback or similar reason the Divisional Office can Re-Open the complaint for those
SEVOTTAM COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM
OF DEPARTMENT OF POSTS
Operating Guidelines
F. No. 3-35-2009/PG
Standard Operating Procedure for PG Application
Page 7 of 9
Project Arrow CCCs by clicking on the complaint number the complaint details could be
displayed.
• Search:- To get the Closed Outward Complaint details the complaint number has
to be entered and Search button has to be clicked.
• Re-Open:- Provide the re-open remark and click on Re-Open.
10. Closed -> Inward
The closed inward complaints will be displayed. By clicking the complaint number the
complaint details can be viewed.
• Search:- To get the Closed Inward Complaint details the complaint number has
to be entered and Search button has to be clicked.
11. Printouts -> Acknowledgement
For printing Complaint Acknowledgement, The Pending Outward Complaints display
has to be clicked on the individual complaint number. The Acknowledgement format will
be displayed. The Office details may be taken from the My Office Configuration. The
necessary updation can be done.
• Search:- To get the Pending Outward Complaint details the complaint number
has to be entered and Search button has to be clicked.
12. Printouts -> DMO
For printing the Duplicate Money Order, the Pending Outward MO Complaints has to be
opened. By clicking on the individual complaint number the DMO format will be
displayed. The office details are to be from the My Office Configuration. The
necessary updation can be done.
• Search:- To get the Pending Outward MO Complaint details the complaint
number has to be entered and Search button has to be clicked.
13. Printouts -> Settled Reply
While printing the Settled Reply Report, the closed Outward complaints will be
displayed. By clicking on the individual complaint the Settled Reply format will be
displayed. The office details is taking from the My Office Configuration. The necessary
updation can be done.
• Search:- To get the Closed Outward Complaint details, the complaint number
has to be entered and Search button has to be clicked.
14. Reports -> Progress Report ->Monthly
Select the month, year, office and click on Fetch button for getting the Monthly Progress
Report. The office can be the same office or any of its subordinate offices.
SEVOTTAM COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM
OF DEPARTMENT OF POSTS
Operating Guidelines
F. No. 3-35-2009/PG
Standard Operating Procedure for PG Application
Page 8 of 9
15. Reports -> Progress Report ->Period Wise
Select the from date, To date, office and click on Fetch button for getting the Period
Wise Progress Report. The office can be the same office or any of its subordinate
offices.
16. Reports -> Progress Report ->Article Wise
Select the from date, To date, office, category of articles and click on Fetch button for
getting the Article Wise Progress Report. The office can be the same office or any of its
subordinate offices.
17. Reports -> Pendency wise Report -> Outward
Select the from date, To date, Article Type and click on Fetch button for getting the
Outward Pending Complaints Report. The pending breakup will be displayed
accordingly.
18. Reports -> Pendency wise Report -> Inward
Select the from date, To date, Article Type and click on Fetch button for getting the
Inward Pending Complaints Report. The pending breakup will be displayed accordingly.
19. Reports -> Category wise-Outward
Select the from date, To date and click on Fetch button for getting the Category wise
Outward Complaints Report.
20. Reports -> Category wise-Inward
Select the From date, To date and click on Fetch button for getting the Category wise
Inward Complaints Report.
For Divisions, ROs, COs and Directorate
21. Reports ->Project Arrow Report ->Pendency wise Report-Outward
Select the From date, To date, Article Type and click on Fetch button for getting the
Outward Pending Report for the subordinate Project Arrow CCCs.
22. Reports ->Project Arrow Report ->Pendency wise Report-Inward
Select the From date, To date, Article Type and click on Fetch button for getting the
Inward Pending Report for the subordinate Project Arrow CCCs.
23. Tools -> Change Password
For changing the Password enter the existing password and the new password. Confirm
the new password and click on Update for saving.
24. Tools -> My Office Configuration
SEVOTTAM COMPLIANT COMPUTERIZED CUSTOMER CARE SYSTEM
OF DEPARTMENT OF POSTS
Operating Guidelines
F. No. 3-35-2009/PG
Standard Operating Procedure for PG Application
Page 9 of 9
The office details such as Address, City, Pin code, Email, Telephone Number with STD
Code, FAX Number, Officer In charge and Designation of the Officer have to be entered
and OK button is to be clicked for saving. After the first successful login, the office
details have to be entered. Then only the user can access the entire application.
25. Tools -> Contact details of CCCs
For getting the Contact details of other CCCs, select the CCC and click on the Fetch
button. The contact details of the CCCs will be displayed.
For Divisions
26. Tools -> Office Addition
For adding a post office or National SPC as the CCC, select the Office category to be
added. If post office is to be added as the CCC, all those post offices which are not
already added as CCCs and come under the jurisdiction of the DO will be displayed for
selection. If National SPC is to be added as the CCC, all those National SPCs which all
are not already added as CCC and come under the same circle will be displayed for
selection. The concerned office has to be selected and the user name has to be entered
accordingly. The user name can have the maximum of 17 characters. The newly added
office will be displayed in the list. The default password for the newly added offices will
be Indiapost.
27. Tools -> Authorisation
The list of the CCCs under the Division will be displayed. By default all the CCCs under
the division cannot close the outward complaints. The Division can change the
authorization status of a CCC by enabling or disabling it to close outward complaints.
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Helpdesk
Telephone: 0821-2449015
Email:ptcdesk@gmail.com