Lok Sabha Question No. 1669 (UNSTARRED), answered on 2025-12-10
Subject: Efficiency and Quality of Dak Services in Rural Areas
Ministry: COMMUNICATIONS
Asked by: Smt. Bharti Pardhi, Smt. Shambhavi, Shri Rajesh Verma, Dr. Lata Wankhede, Shri Atul Garg

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF POSTS

## LOK SABHA UNSTARRED QUESTION NO. 1669 ANSWERED ON 10 TH  DECEMBER, 2025

## EFFICIENCY AND QUALITY OF DAK SERVICES IN RURAL AREAS

## 1669.   SHRI RAJESH VERMA:

SHRI ATUL GARG:

SMT. BHARTI PARDHI:

SMT. SHAMBHAVI:

DR. LATA WANKHEDE:

Will the Minister of COMMUNICATIONS be pleased to state:

- (a) whether the Government has undertaken any specific measures to improve the efficiency and quality of dak services in rural areas and if so, the details of the key initiatives launched;
- (b) the  role  of  the  Mail  Network  Optimization  Project  (MNOP)  and  Parcel  Network Optimization Project (PNOP) in enhancing rural postal performance;
- (c) whether all Branch Post Offices have been equipped with digital devices for doorstep service delivery and the scope of services enabled through such modernization;
- (d) the steps taken to promote financial inclusion through Post Office Savings Schemes using ebanking, e-KYC and e-Passbook services; and
- (e) the benefits of establishing Nodal Delivery Centres for faster parcel delivery and enhanced customer satisfaction in rural regions?

## ANSWER

## MINISTER OF STATE FOR COMMUNICATIONS AND RURAL DEVELOPMENT (DR. PEMMASANI CHANDRA SEKHAR)

(a) Yes Sir. To improve the efficiency and quality of dak services in rural areas, the Department of  Posts  has  rolled  out  the  Digital  Rural  Enterprise  Application  for  Mobiles  (DREAM)  mobile application across all Branch Post Offices. The application facilitates the booking and delivery of postal articles through handheld devices, enables real-time tracking, expedites service delivery, and enhances accountability particularly in rural and remote regions.

Further, Key Performance Indicators (KPIs) have been introduced and monitored to track and evaluate the performance of postal articles across the country including rural areas, ensuring better oversight, timely delivery, and continuous improvement in service quality.

(b) The Mail Network Optimization Project (MNOP) and Parcel Network Optimization Project (PNOP) have played an important role in enhancing postal performance, including in rural areas. Under MNOP, the mail network has been rationalized, which has improved the speed of delivery across the country including rural regions. The initiative has also strengthened visibility of postal articles for customers.

Similarly,  the  Parcel  Network  Optimization  Project  (PNOP)  has  contributed  to  improved service delivery in rural areas through infrastructure upgradation, streamlined parcel processing, and reduction  in  operational  inefficiencies.  Standardized  equipment,  network  rationalization,  and improved transportation systems have enhanced the reliability and accessibility of parcel services. These developments have supported greater rural participation in e-commerce and ensured timely, efficient,  and  cost-effective  parcel  services  to  rural  customers,  contributing  to  overall  rural development and economic growth.

(c) All Branch Post Offices, numbering over 1.39 lakh, have been equipped with digital devices to enable doorstep service delivery. These devices facilitate the provision of financial, citizen-centric, and postal services at the doorstep of customers, thereby enhancing accessibility and service outreach in rural areas.

(d) The  Department  of  Posts  provides  e-banking  facilities  to  Post  Office  Savings  Account holders. These include digital opening of Small Savings Scheme Accounts, online fund transfer, interest  certificate  generation  and  related  services.  The  ePassbook  feature enables online balance enquiry  and  mini  statement  for  selected  POSB  schemes.  Further,  eKYC  has  been  introduced  in Departmental Post Offices for biometric-based opening of POSB accounts, deposits, withdrawals and other related transactions.

(e) The establishment of Nodal Delivery Centres (NDCs), covering also the delivery jurisdiction of  rural  areas,  where  justified,  has  brought  substantial  improvements  in  parcel  delivery  speed, reduced cost of operation and increased customer satisfaction. This has significantly bolstered trust in India Post's services, especially in rural communities.

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