Lok Sabha Question No. 6199 (UNSTARRED), answered on 2018-04-04
Subject: Speed Post Network
Ministry: COMMUNICATIONS
Asked by: AJAY NISHAD

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF POSTS

## LOK  SABHA UNSTARRED QUESTION NO.6199 TO BE ANSWERED ON 4 TH  APRIL, 2018

## SPEED POST NETWORK

†6199. SHRI AJAY NISHAD:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a) whether  all  district  headquarters  of  the  country  have  not  been  covered  with speed post network and if so, the details thereof, State/UT-wise;
- (b) whether the Government proposes to cover all district headquarters with speed post  network,  if  so,  the  details  thereof  along  with  the  time  by  which  all  district headquarters are likely to be covered thereunder;
- (c) whether the Government has received any complaint regarding loss of items sent by post and delay in delivery of items in the country;
- (d) if so, the details thereof including the number of such complaints received during each of  the  last  three  years,  State/  UT-wise  and  the  steps  taken/being  taken  by  the Government in this regard; and
- (e) the steps taken/being taken by the Government to improve postal services in the country?

## ANSWER

## THE MINISTER OF STATE (IC) OF THE MINISTRY OF COMMUNICATIONS & MINISTER OF STATE IN THE MINISTRY OF RAILWAYS (SHRI MANOJ SINHA)

- (a) All the district headquarters of the country have been covered with Speed Post network.
- (b) Does not arise in view of (a) above.
- (c) Yes Madam. Complaints are at times received regarding loss of items sent by post and delay in delivery of items.
- (d ) Information  regarding  complaints  pertaining  to  loss  of  items  sent  by  post  and delay  in  delivery  of  items  during  last  three  years  is  given  at Annexure-A and Annexure-B respectively. The following steps are being taken by Department of Posts in this regard:

- (i) Daily monitoring is done at Circle/Regional/Divisional level for the complaints  received  through  Twitter/India  Post  Help  Centre/Web  CCC Portal/CPGRAMS and the cases are being settled within prescribed time limit.
- (ii) For  any  failure  on  the  part  of  individuals  or  system,  necessary  remedial and punitive action is taken.

(e) In order to improve the postal services in the country, following initiatives have been taken by the Department which inter-alia includes:

- (i) India Post Help Centre with toll free number 1924 has been put in place for providing customer support.
- (ii) Web based Customer Care facility is being provided through www.indiapost.gov.in.
- (iii) Twitter  Sewa  is  being  utilized  for  providing  feedback  of  postal  services through Social Media.
- (iv) Department  of  Posts  introduced  Project  Arrow  in  2008  to  transform  the existing  infrastructure  and  creating  Brand  Identity  of  Post  Offices  across country.
- (v) eIPO (Electronic Indian Postal Order) has been introduced on 9 th  October, 2017 as a pilot for denomination of Rs.10/-, Rs.20/-, Rs.50/- and Rs.100/for all purposes. In this service, the customer can purchase Indian Postal Order online without visiting post office.
- (vi) iMO  (Instant  Money  Order)  service  has  been  introduced  for  domestic money transmission for people requiring instant money remittance.
- (vii) The Department is implementing the IT Modernization project. The project intends  to  provide  a  wider  reach  to  Indian  public  and  especially  to  rural people through more customer interaction channels like call centre. Help desk,  Core  Banking  Solution  (CBS),  A.T.M.,  Net  Banking,  RTGS  (Real Time  Gross  Settlement),  NEFT  (National  Electronic  Fund  Transfer)  etc. hitherto  not  available  to  India  Post  customers.  The  project  will  also upgrade  the Postal Life Insurance, Counter, Supervisory, Treasury, Subscriber Account and all Postal Operations, Mails,  HR  (Human Resource)  and  accounts  software  to  provide  better  customer  services. The  project  involves  networking  of  1.55  lakh  Post  Offices  covering remotest part of the country.
- (viii) Core Banking Solution (CBS) has been rolled out under Financial Service Integration (FSI) Project in 23,518 Post Offices and CIS (Core Insurance Solution) (PLI) has been rolled out in 25,566 Post Offices. ATMs installed at 993 locations. ATMs  are  inter-operable with effect from 31-122016.Core System Integrator (CSI) is being rolled in Post Offices.

- (ix) DARPAN (Digital Advancement of Rural Post Office for A New India) has been launched for providing connectivity, hardware & solar power panels to  Branch Post Offices in rural areas. 58,605 Rural Branch Post Offices have  been  rolled  out  under  DARPAN  in  Assam,  Bihar,  Karnataka, Maharashtra,  Rajasthan,  Uttar  Pradesh,  Andhra  Pradesh,  Telangana, Jharkhand, Chhattisgarh, Uttarakhand, Odisha, Himachal Pradesh, Madhya  Pradesh,  Gujarat,  Punjab,  Delhi,  Haryana,  Kerala,  North  East, West Bengal and Jammu & Kashmir Circles till 28.02.2018.
- (x) Online Track and Trace system for Speed Post has been strengthened. Complete end to end status of an article can be tracked on the website of the Department of Posts (www.indiapost.gov.in). Tracking of Speed Post articles through an Android based mobile app 'Post Info' has been put in place.
- (xi) Android  based  mobiles  have  been  provided  to  postmen  for  delivery through postman mobile app to capture delivery in real time.
- (xii) The  facility  of  Short  Messaging  Service  (SMS)  is  also  being  utilized  for giving the delivery status of an article. SMS alerts have been introduced to provide  advance  intimation  to  the  customers  regarding  status  of  the articles in mail flow pipeline.
- (xiii) The performance of Speed Post Service is regularly monitored both in the Directorate and in the Postal Circles with a view to improve the quality of service.
- (xiv) Nodal  Mechanized  Delivery  Centres  for  delivery  of  parcels  including Speed Post have been established in select cities.
- (xv) Departmental  vehicles  have  been  equipped  with  GPS  for  monitoring movement on real time basis.
- (xvi) Outsourced  Postal  Agents  scheme  has  been  introduced  with  a  view  to extend door pick-up and delivery of various kinds of articles.
- (xvii) Parcel Services  have  been  rationalized and  Cash  - on  -  Delivery facility introduced. Department of Posts has collected and remitted more than Rs. 2700  Crores  under  Cash  -  on  -  Delivery  till  January  2018  since  its introduction in December-2013 to the e/Tele commerce customers.

## Annexure-A

## Complaints regarding loss of articles sent by Post and Speed Post, State/UT - wise from

## last three years

| S.   | State/U.T.         | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   |
|------|--------------------|------------------------------|------------------------------|------------------------------|------------------------------|------------------------------|------------------------------|------------------------------|------------------------------|
| No.  |                    | 2014-15                      | 2014-15                      | 2015-16                      | 2015-16                      | 2016-17                      | 2016-17                      | 2017-18 (Upto Dec. 17)       | 2017-18 (Upto Dec. 17)       |
|      |                    | Speed Post                   | Other items                  | Speed Post                   | Other items                  | Speed Post                   | Other items                  | Speed Post                   | Other items                  |
| 1.   | Andhra Pradesh     | 98                           | 477                          | 225                          | 865                          | 357                          | 765                          | 223                          | 677                          |
| 2.   | Assam              | 44                           | 73                           | 19                           | 25                           | 172                          | 403                          | 177                          | 528                          |
| 3.   | Bihar              | 0                            | 0                            | 0                            | 0                            | 19                           | 24                           | 55                           | 57                           |
| 4.   | Chhattisgarh       | 33                           | 110                          | 24                           | 123                          | 35                           | 161                          | 30                           | 78                           |
| 5.   | Delhi              | 25                           | 607                          | 22                           | 760                          | 17                           | 712                          | 16                           | 460                          |
| 6.   | Gujarat            | 469                          | 3704                         | 474                          | 2875                         | 418                          | 2606                         | 304                          | 1949                         |
| 7.   | Haryana            | 2                            | 48                           | 0                            | 265                          | 2862                         | 2927                         | 774                          | 1539                         |
| 8.   | Himachal Pradesh   | 16                           | 36                           | 21                           | 38                           | 26                           | 48                           | 12                           | 41                           |
| 9.   | Jammu & Kashmir    | 1                            | 17                           | 2                            | 32                           | 4                            | 33                           | 14                           | 18                           |
| 10.  | Jharkhand          | 1                            | 1                            | 1                            | 2                            | 2                            | 3                            | 3                            | 5                            |
| 11.  | Karnataka          | 180                          | 318                          | 290                          | 719                          | 201                          | 387                          | 248                          | 264                          |
| 12.  | Kerala             | 38                           | 375                          | 29                           | 482                          | 34                           | 215                          | 15                           | 129                          |
| 13.  | Lakshadweep & Mahe | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            |
| 14.  | Madhya Pradesh     | 212                          | 361                          | 317                          | 490                          | 305                          | 500                          | 132                          | 505                          |
| 15.  | Maharashtra        | 1096                         | 15429                        | 1484                         | 4569                         | 1961                         | 4736                         | 3423                         | 3853                         |
| 16.  | Goa                | 1                            | 1                            | 1                            | 1                            | 0                            | 0                            | 3                            | 3                            |
| 17.  | Tripura            | 56                           | 85                           | 0                            | 24                           | 0                            | 19                           | 2                            | 11                           |
| 18.  | Arunachal Pradesh  | 6                            | 18                           | 5                            | 14                           | 6                            | 12                           | 7                            | 13                           |
| 19.  | Manipur            | 16                           | 125                          | 49                           | 65                           | 105                          | 584                          | 210                          | 584                          |
| 20.  | Mizoram            | 0                            | 12                           | 0                            | 19                           | 0                            | 14                           | 0                            | 9                            |
| 21.  | Nagaland           | 10                           | 31                           | 20                           | 39                           | 24                           | 40                           | 18                           | 25                           |
| 22.  | Meghalaya          | 692                          | 2036                         | 731                          | 2662                         | 663                          | 5157                         | 882                          | 2856                         |
| 23.  | Odisha             | 35                           | 137                          | 19                           | 65                           | 1                            | 56                           | 123                          | 497                          |
| 24.  | Punjab             | 6                            | 41                           | 8                            | 43                           | 13                           | 89                           | 14                           | 55                           |
| 25.  | Chandigarh         | 1                            | 4                            | 1                            | 2                            | 0                            | 4                            | 1                            | 2                            |
| 26.  | Rajasthan          |                              |                              | 25                           | 25                           | 33                           | 33                           | 31                           | 31                           |
| 27.  | Tamilnadu          | 11                           | 947                          | 179                          | 841                          | 462                          | 561                          | 477                          | 1598                         |
| 28.  | Pondicherry        | 2                            | 2                            | 11                           | 11                           | 19                           | 19                           | 21                           | 21                           |
| 29.  | Telangana          | 122                          | 6266                         | 96                           | 4126                         | 98                           | 596                          | 65                           | 378                          |
| 30.  | Uttar Pradesh      | 2642                         | 3722                         | 3084                         | 3222                         | 1891                         | 3403                         | 927                          | 2157                         |
| 31.  | Uttrakhand         | 1007                         | 3252                         | 1890                         | 4305                         | 1786                         | 3508                         | 1096                         | 2819                         |
| 32.  | West Bengal        | 296                          | 747                          | 221                          | 364                          | 1644                         | 2896                         | 282                          | 670                          |
| 33.  | Sikkim             | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            |
| 34.  | A&N islands        | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            |
| 35.  | Dadar Nagar Haveli | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            |
| 36.  | Daman & Diu        | 0                            | 1                            | 0                            | 0                            | 1                            | 1                            | 0                            | 0                            |

## Annexure-B

Complaints regarding delay in delivery of articles sent by Post and Speed Post, State/UT - wise

## from last three years

| S. No.   | State/U.T.         | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   | No. of complaints received   |
|----------|--------------------|------------------------------|------------------------------|------------------------------|------------------------------|------------------------------|------------------------------|------------------------------|------------------------------|
|          |                    | 2014-15                      | 2014-15                      | 2015-16                      | 2015-16                      | 2016-17                      | 2016-17                      | 2017-18 (Upto Dec. 17)       | 2017-18 (Upto Dec. 17)       |
|          |                    | Speed Post                   | Other items                  | Speed Post                   | Other items                  | Speed Post                   | Other items                  | Speed Post                   | Other items                  |
| 1.       | Andhra Pradesh     | 1883                         | 12275                        | 2052                         | 13331                        | 1886                         | 8798                         | 2260                         | 7819                         |
| 2.       | Assam              | 2167                         | 2604                         | 1288                         | 5599                         | 12816                        | 15303                        | 18749                        | 28673                        |
| 3.       | Bihar              | 4041                         | 6164                         | 1807                         | 5837                         | 6273                         | 11656                        | 3734                         | 6433                         |
| 4.       | Chhattisgarh       | 33                           | 4421                         | 24                           | 8432                         | 35                           | 11023                        | 30                           | 11158                        |
| 5.       | Delhi              | 19196                        | 20591                        | 19089                        | 29802                        | 19418                        | 30702                        | 12853                        | 16214                        |
| 6.       | Gujarat            | 3954                         | 29110                        | 7338                         | 50124                        | 33387                        | 45330                        | 11125                        | 37982                        |
| 7.       | Haryana            | 3303                         | 47835                        | 29171                        | 97459                        | 44356                        | 84181                        | 19572                        | 31601                        |
| 8.       | Himachal Pradesh   | 974                          | 1375                         | 1470                         | 1585                         | 1228                         | 1578                         | 910                          | 1321                         |
| 9.       | Jammu & Kashmir    | 132                          | 225                          | 150                          | 240                          | 181                          | 219                          | 235                          | 239                          |
| 10.      | Jharkhand          | 1437                         | 2068                         | 1532                         | 2039                         | 1224                         | 1375                         | 592                          | 1280                         |
| 11.      | Karnataka          | 3420                         | 5360                         | 5268                         | 5850                         | 5423                         | 8780                         | 5437                         | 6498                         |
| 12.      | Kerala             | 3650                         | 10091                        | 3627                         | 11404                        | 4457                         | 21705                        | 763                          | 29176                        |
| 13.      | Lakshadweep        | 0                            | 2                            | 0                            | 0                            | 0                            | 0                            | 0                            | 4                            |
| 14.      | Madhya Pradesh     | 2428                         | 2852                         | 2684                         | 4372                         | 3167                         | 4866                         | 2586                         | 2779                         |
| 15.      | Maharashtra        | 17344                        | 43093                        | 9839                         | 54481                        | 19379                        | 44922                        | 10495                        | 44691                        |
| 16.      | Goa                | 121                          | 231                          | 189                          | 232                          | 164                          | 269                          | 159                          | 331                          |
| 17.      | Tripura            | 18                           | 191                          | 71                           | 140                          | 95                           | 152                          | 57                           | 128                          |
| 18.      | Arunachal Pradesh  | 21                           | 129                          | 23                           | 131                          | 24                           | 143                          | 0                            | 28                           |
| 19.      | Manipur            | 217                          | 263                          | 478                          | 750                          | 1215                         | 1335                         | 846                          | 2317                         |
| 20.      | Mizoram            | 0                            | 59                           | 0                            | 71                           | 0                            | 64                           | 0                            | 61                           |
| 21.      | Nagaland           | 317                          | 606                          | 319                          | 562                          | 190                          | 384                          | 205                          | 464                          |
| 22.      | Meghalaya          | 496                          | 1646                         | 585                          | 1518                         | 582                          | 2076                         | 641                          | 1788                         |
| 23.      | Odisha             | 4709                         | 19282                        | 5109                         | 22803                        | 7744                         | 21819                        | 4882                         | 23691                        |
| 24.      | Punjab             | 1917                         | 5324                         | 2290                         | 6131                         | 2726                         | 7268                         | 2288                         | 6563                         |
| 25.      | Chandigarh         | 6                            | 8                            | 1                            | 7                            | 1                            | 15                           | 0                            | 2                            |
| 26.      | Rajasthan          | -                            | -                            | 906                          | 906                          | 771                          | 771                          | 615                          | 615                          |
| 27.      | Tamilnadu          | 6496                         | 19234                        | 13786                        | 28376                        | 18561                        | 26850                        | 17399                        | 63167                        |
| 28.      | Pondicherry        | 100                          | 10                           | 96                           | 96                           | 128                          | 128                          | 131                          | 131                          |
| 29.      | Telangana          | 3407                         | 70530                        | 3460                         | 75905                        | 3826                         | 7780                         | 4656                         | 7995                         |
| 30.      | Uttar Pradesh      | 10241                        | 16891                        | 12039                        | 18377                        | 16142                        | 26030                        | 9997                         | 24026                        |
| 31.      | Uttrakhand         | 2129                         | 4047                         | 1635                         | 3005                         | 1220                         | 2674                         | 1504                         | 3533                         |
| 32.      | West Bengal        | 8499                         | 22916                        | 17214                        | 36294                        | 24980                        | 47056                        | 18172                        | 26192                        |
| 33.      | Sikkim             | 226                          | 298                          | 141                          | 330                          | 137                          | 351                          | 84                           | 200                          |
| 34.      | A&N islands        | 103                          | 133                          | 119                          | 142                          | 104                          | 117                          | 52                           | 67                           |
| 35.      | Dadar Nagar Haveli | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            | 0                            |
| 36.      | Daman & Diu        | 14                           | 23                           | 13                           | 21                           | 16                           | 26                           | 11                           | 19                           |

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