Implementation of Unified Contractual Customer Management (UCCM) System in APT - DOP F. No: Mails-09002/1/2026-D-DoP dated 15/05/2026

F. No: Mails-09002/1/2026-D-DoP

Ministry of Communications

Department of Posts

Dak Bhawan

(Mail Operations Division)

Sansad Marg, New Delhi

Dated: 15th May 2026

To
All the CPMsG

Sub: Implementation of Unified Contractual Customer Management (UCCM) System in APT - Preparedness by the Circles - reg

This is regarding Implementation of Unified Contractual Customer Management (UCCM) System in APT from 01.07.2026. The existing CRM System wherein the facility of Contractual Customer Management is handled, is now being enhanced and developed to have a Unified Contractual Customer Management across all products and services offered by the Department under BNPL / Advance Payment.

UCCM Features: The detailed features of the UCCM are depicted in the attached presentation, the gist of which is furnished below for ready reference:

a) Coverage of all BNPL/Advance Contractual Customer types including MoUs with other Ministries/Departments, Entities registered for KYC Verifications / Address Verifications and similar such activities.

b) Digital Onboarding of Contractual Customer / Uploading of MoU

c) Creation of a Unique Customer ID, single Contract ID with multiple products/services for each Customer.

d) Partner Management with Customer Tagging

e) Unique Wallet and Credit Management with exception handling

f) Capturing multiple GSTINs of Customers, as per their requirement

g) Automatic generation of State specific GST invoices with One State One GSTIN

h) Flexible Payment modes including digital modes, partial payments to Wallet by the Customer

i) Automatic Settlement of Invoices from Wallet

j) Credit of CoD Amount to the Wallet and facility for making payment from Wallet

k) Alerts / Communications to Customers through SMS/eMails/Whatsapp and automatic follow up through digital modes for bill settlements, wallet replenishment, Credit limit alerts, Bank Guarantee revision alerts etc.,

l) Portal access to Contractual Customer with full view of all invoices, wallet, Credit limits, Bank Guarantee, penalties, online payment modes, etc.,

m) Circle Office as Nodal Office for Contractual Customer Monitoring and management, performance analysis, coordination, grievance tracking etc.,

n) PAO as Nodal Office for the Circle with centralized Wallet Management for the Customer registered in the Circle, Bill Settlement, Reconciliation, Revenue Accounting for the Circle Invoices, periodical CoD Payments to Customers, GST Returns filing etc.,

o) Dashboard for Revenue reports, Settlement, Outstanding Bills, Liability assessments etc.

Preparedness of Circles:

In view of the implementation of UCCM in APT from 01.07.2026, master data of contractual customers has been shared with circles through email dated 07.05.2026. Accordingly, the following activities are to be carried out by the Circle as mentioned below:

 

SI	Activity	Sub Activity	Due Date	Remarks
1	Data Sanitization of Existing Contractual Customers		31.05.2026	Circle Wise Data is attached
		(a) Identification of Active / Inactive Customers	18.05.2026
		(b) Contact Inactive Customers for revivals	20.05.2026
		(c) Identification of Customers having Multiple Customer IDs	15.05.2026
		(d) Merger of Customer IDs of same customer, identify and retain one Customer ID	18.05.2026
		(e) Identification of Customers having Multiple Contract IDs under the same Customer ID	20.05.2026
		(f) Identification of same Customer registered in multiple Circles with different Customer IDs, if any	20.05.2026
		(g) Identify Customers in SEZ / international Area and mark them as “SEZ” / “International” against the Customer ID	20.05.2026
				Furnish the updated Excel Sheet to MB Division, with a copy to respective Functional Divisions, by 31.05.2026.
2	Customer Interactions / Consultations / Meetings			Prepare for data sanitization and migration to UCCM in APT in June 2026.
		(a) Obtain PAN and GSTIN of each Customer
		(b) Obtain WhatsApp number, Mobile Number & email IDs of the Customers, for digital communication	20.05.2026
		(c) Obtain Multiple GSTINs of Customers, if any, required by the Customer	25.05.2026
		(d) Conduct meetings with Customers in the Circle and bring awareness the UCCM benefits, change in One State One GSTIN from 01.07.2026.	05.06.2026	PPT attached
		(e) Apprise Customers to settle all pending bills including the bills generated in June -2026 by 30.06.2026. Settlement all pending bills to be ensured by 30.06.2026	05.06.2026	Report of the Customer meetings held, and the details of the Customers attended, to be sent by 10.06.2026
		(f) Apprise all Contractual Customers registered with GST TDS / IT TDS, not to deduct GST TDS / IT TDS from the invoices being raised, as DoP being a Government entity do not fall under the ambit of GST/T TDS	05.06.2026

• To achieve the Business Targets and have better visibility of the Business with ease of operations through technology and centralizations, it is requested to adhere to the above timeline.
• DPS (Mails & BD)/ DPS (HQ) of the Circle shall be nominated as the nodal officer and a single point of contact in a Circle.
• This issues with the approval of the competent authority

DA: UCCM Presentation

[image: 757, 206, 925, 280]

Surekh R. Nathen

Director (Mail Operations)

Copy to:

1. Sr. PPS to Secretary(P)
2. Sr. PPS to DGPS
3. Sr. PPS to Member(Technology)
4. Sr. PPS to Member (Operations)
5. CGM (Parcels & CCS)
6. The Sr. DDG(PAF)
7. The GM(Parcels) / GM(CCS) / DDG(IR&GB) / DDG(PO)
8. The General Manager, CEPT, Bengaluru with a request to develop the solution as per the FRS and clarifications issued thereon, and facilitate testing, for implementation w.e.f 01.07.2026. It is also requested to facilitate sanitization of existing Customer Data, in APT for migration to UCCM between 10.06.2026 to 25.06.2026, after generation of invoices for the month May-2026. Invoices with One State One GSTIN too be generated for the month of July-2026 in August-2026.
9. Office Copy