Policy Guidelines on Centralized Delivery of All Types of Postal articles in Post Offices

Policy Guidelines on Centralized Delivery of All Types of Postal articles including Speed Post, Registered, Parcel and ordinary articles by Delivery staff

1. Background

At present, India Post maintains network of ~19,500 delivery Post offices. India Post's delivery network is one of the largest and most extensive in the world, with a presence in every corner of the country. These delivery POs cater to the delivery of all types of articles i.e. Speed Post document, Registered Post, Parcels, ordinary mail, eMO, etc. Nodal Delivery Centres (NDCs) in addition to these delivery POs have also been set up by the Department in selected areas for delivery of Parcels.

1.1 Advancement in mode of conveyance

Advancement in mode of conveyance has enabled the shift of delivery personnel in the Courier Express Parcel (CEP) market from foot/cycle beat to mechanized means of delivery through 2-wheeler vehicle. Major courier players in the country has already adopted the practice of delivery of document and parcels through 2-wheelers. Besides, delivery of mail through 2-wheeler has also enabled the centralized delivery services by these courier players with delivery staff can cover a much larger area in comparison to the delivery through foot/cycle beat.

1.2 Centralized delivery services

Centralized delivery services coupled with mechanized delivery & new functionalities such as route optimization, paperless delivery, etc. has brought enhanced efficiency as well as marked improvement in the delivery services offered by these courier players.

1.3 Mechanization of delivery beats

Further, Department has issued guidelines during October, 2024 for mechanization of delivery beats and delivery staff are being reimbursed mileage charges for using their own 2-wheeler for delivery work. Mechanization of delivery services has also improved the efficiency of delivery staff with consideration reduction in travel time, travelled by delivery staff in the delivery beat. ~62% of delivery beats of the Department had already been mechanized.

1.4 Projected growth

As per the projections, accountable document volume of the Department is expected to grow to 164 Cr. by 2028-29 from existing 94 Cr. Besides, Parcel volume is expected to grow to 46 Cr. by 2028-29 from existing volume of 6.7 Cr. Accordingly, there is a need to revamp the existing delivery set-up so that the Department can handle the expanded volume of document & parcel.

2. Justification for Centralized delivery through setting up of Delivery Centres

2.1 Delivery practices

In line with the delivery practices adopted by other courier players in the country, Department also needs to start centralized delivery services through setting up of "Delivery Centres" by consolidating the existing delivery POs. These Delivery Centres will be set up separately from existing Post offices so that Post office staff can fully concentrate on the counter operations. Delivery Centres will help the Department in separation of backend delivery function from counter operations to provide for the improved monitoring as well as flexible delivery services as is the norm in the courier market.

2.2 Delivery Centres (DCs)

Delivery Centres (DCs) with mechanization of all delivery areas can cater to the delivery of all types of articles i.e. Speed Post document, Registered Post, Parcels, ordinary mail, eMO, etc. Mechanization of delivery areas will ensure coverage of large area by the delivery staff and will facilitate centralized delivery through the Delivery Centres. Centralized delivery of Parcels through the Nodal Delivery Centres (NDCs) has already resulted in considerable improvement in the delivery services for the parcels.

2.3 Coverage area

Each Delivery Centre (DC) may cover a large delivery area and will comprise of delivery jurisdiction of existing adjoining delivery Post offices. Delivery Centres with no counter operations and dedicated supervisory staff will ensure enhanced monitoring of delivery operations which will contribute to overall improvement in the delivery services of the Department.

2.4 Delivery efficiency

Mechanization of delivery areas will also result in the enhanced delivery efficiency of the delivery staff with considerable reduction in the travel time. Besides, delivery Centres will also help the Department in implementing Sunday/Holiday delivery, morning or evening delivery as well as second delivery of mail as is the normal practice in the CEP market.

2.5 Separation of delivery

Separation of delivery from counter operations will expand the delivery capacities of the Department through operationalization of 2 delivery sets from same delivery facility as well as offering delivery services on Sunday/Holiday. Besides, Delivery Centre can also cater to enhanced requirement of delivery staff as per the work load.

2.6 Tech functionalities

Further, Department is going to introduce multiple tech related functionalities under IT 2.0 project in delivery process i.e. route optimization through the Delivery App, paperless delivery, OTP based delivery, digital collection of COD/custom payment, App based calling to addressee, etc. as is the norm in the CEP industry, to improve delivery efficiency of the delivery staff. These tech functionalities can only be effectively implemented and also benefitted from, by the Department through the Delivery Centres.

3. Types of Delivery Centres based on Location of Document and Parcel Processing Area

Ideally processing areas for document and parcels should be located adjacent to each other in the integrated Delivery Centre. However, there might be cases wherein appropriate space for locating document and parcels processing area adjacent to each other in the Delivery Centre, may not be available. Then, in those cases, parcel processing area should be located in the same plot of land/compound in which Delivery Centre is located even though both of these areas i.e. Document & Parcel processing area may not be adjacent to each other.

3.1 Integrated Delivery Centre - Document and Parcel Processing Area located adjacent to each other

3.1.1 Document and parcel processing area

Document and parcel processing area in these Delivery Centres will be located adjacent to each other with common bag receipt and dispatch area.

3.1.2 Delivery staff assignment

Delivery staff in these Delivery Centres may be assigned for delivery of documents and parcels as is indicated below:

1. Separate delivery staff for delivery of document and parcels may be assigned subject to justification for separate staff for parcel delivery, as is explained in subsequent paras.
2. Mix Delivery Staff: If separate delivery staff for parcels is not justified, then delivery staff will be assigned with both the document and parcel delivery in the delivery area.

3.2 Delivery Centre with processing areas for document and Parcel are separately located in a compound and not adjacent to each other

3.2.1 Separate processing areas

Document and parcel processing area in these Delivery Centres will not be located adjacent to each other and both the areas are at a distance from each other though in the same compound. Separate area for Parcel processing will only be considered if there is justification for separate parcel delivery staff.

3.2.2 Bag receipt and despatch area

Bag receipt and despatch area will be different for both the document and parcel processing area.

3.2.3 Separate delivery staff

Separate delivery staff in these Delivery Centres will be assigned for delivery of documents and parcels.

3.2.4 Naming convention

In these instances, document delivery centre will be called "Delivery Centre" and Parcel delivery centre will be called "Nodal Delivery Centre".

3.2.5 NDC guidelines

Instructions issued by Parcel Directorate relating to setting up of Nodal Delivery Centres including layout design, number of delivery staff, etc. may be followed while setting up these Nodal Delivery Centre.

4. Process Flow in Delivery Centre

4.1 Integrated Delivery Centre - Document and Parcel Processing Area located adjacent to each other

4.1.2 Work process

Work in each of these Delivery Centre with mix delivery staff or separate delivery staff for document & parcel may be carried out as per the following defined Process Flow.

4.1.2.1 Integrated Delivery Centre with Separate Delivery Staff for Document and Parcel

1. Receipt of bag from MMS (Common Area)
2. Bag Receipt Scan (Common Area)
3. Subsequent process flow for different types of articles are as detailed below:

Ordinary Mail	Accountable Mail	Parcels
Opening of Bag	Opening of Bag (including Article Receipt scan)	Opening of Bag (including Parcel Receipt scan & Sector Sorting)
Segregation and facing of ordinary mail	Sorting	Delivery area wise Sorting
Stamping of ordinary mail	Sequencing	Sequencing
Sorting	Scanning of articles and generation of Delivery Slip	Scanning of articles and generation of Delivery Slip
Sequencing
Out for Delivery		Out for Delivery
Taking of Delivery Staff Return	Taking of Delivery Staff Return	Taking of Delivery Staff Return
Bag Despatch to Sorting Hub	Bag Despatch to Sorting Hub	Bag Despatch to Sorting Hub
Tallying of Abstract	Tallying of Abstract	Tallying of Abstract

4.1.2.2 Integrated Delivery Centre with Mix Delivery Staff for Delivery of Document and Parcel

1. Receipt of bag from MMS (Common Area)
2. Bag Receipt Scan (Common Area)
3. Subsequent process flow for different types of articles are as detailed below:

Ordinary Mail	Accountable Mail	Parcels
Opening of Bag	Opening of Bag (including Article Receipt scan)	Opening of Bag (including Parcel Receipt scan & Sector Sorting)
Segregation and facing of ordinary mail	Sorting	Delivery area wise Sorting
Stamping of ordinary mail	Sequencing	Sequencing
Sorting	Scanning of articles and generation of Common Delivery Slip for Document and Parcel
Sequencing
Out for Delivery
Taking of Delivery Staff Return	Taking of Delivery Staff Return
Bag Despatch to Sorting Hub	Bag Despatch to Sorting Hub
Tallying of Abstract	Tallying of Abstract

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