India Post – SOP for eKYC & Address Verification (PDMS)

🔑 Key Points of the SOP

1. Purpose

• Defines the workflow for handling eKYC Address Verification requests via Delivery Offices.
• Ensures timely routing, assignment, and field verification of customer addresses.

2. Login Process

• Access via: https://app.indiapost.gov.in/employeeportal

Authentication methods:

• TOTP (Time-based OTP)
• Mobile OTP (SMS)

3. Roles Involved

• Divisional eKYC Operator – at PDN level.
• eKYC Operator – at SPO, HPO, IDC level.
• eKYC Reports – at Directorate, Circle, Region level.

4. Accessing the Module

• After login → Dashboard → Address/KYC card → Opens eKYC module.

5. Fetching Requests

• Requests auto-mapped to Divisional Office based on PIN Code.
• Divisional Operator → Fetch New Requests → Pending list displayed.

6. Divisional Level Processing

• Review address & PIN Code.
• Forward requests to SPO/SDO/HPO/IDC.
• Optionally assign directly to employees.

7. Office Level Processing

• Requests available at SPO/HPO/SDO/IDC.
• Office Operator assigns to Beat/Postman/Employee based on jurisdiction, locality, and staff availability.

8. Mobile Verification

• Assigned Postman/Employee receives request in mobile app.
• Performs address verification.
• Updates status in system.

9. Operational Guidelines

• Forward requests only to correct office.
• Verify jurisdiction before assignment.
• Assign promptly to avoid delays.
• Monitor pending requests regularly.
• Complete field assignments same day if possible.
• Avoid duplicate assignments.
• Ensure proper verification before forwarding.

10. End-to-End Workflow

• User login
• Open Address/KYC module
• Divisional Operator fetches requests
• Review address & PIN Code
• Forward to SPO/SDO/HPO/IDC
• Office Operator assigns to Beat/Postman/Employee
• Field staff receives request in mobile app
• Address verification completed
• Status updated in system