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.
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