No. FS-POSB/1/2024-FS
Government of India Ministry of Communications
Department of Posts Financial Services Division
Dak Bhawan, Sansad Marg,
New Delhi-110001 Dated: 06.12.2024
To
All Heads of Circles
Subject: Obtaining of Feedback from various stakeholders of Post Office Savings Bank (POSB) - Reg.
It is stated that a Business Process Re-engineering (BPR) related to POSB Operations is being carried out by the Directorate. For this purpose, vide Directorate OM. No. FS- POSB/1/2024-FS dated 05.11.2024, two committees have been constituted (1) Committee on Ease of Operations and Enhancement of Customer Experience (EOCE) and (2) Committee on Business Process Re-engineering (BPR).
2. After thorough discussion, the Committee has finalized four types of questionnaires for POSB Customers, Non-POSB Customers, Employees, and Management. These questionnaires have been shared by the Committee on EOCE vide letter CPRC/27-1/2024 dated 05.12.2024 to gather feedback from all stakeholders.
3. These questionnaires may be taken as an opportunity by Circles to identify various gaps in POSB operations and areas of further improvement. Therefore, responses for these questionnaires may be collected from various demographic and geographical strata across the country. This should include Illiterate individuals, working professionals, women, senior citizens (60+ years), super senior citizens (80+ years), School / College students, Persons with disabilities (PWD) etc. and people residing in rural, semi-urban, urban, LWE districts, hilly and tribal regions.
4. This issues with the approval of competent authority.
Yours sincerely.
Nikhil Jain
Assistant Director General (FS)
Copy to:
1. Shri. Sandesh M, Director and Chairperson of Committee on EOCE, Karnataka Circle.
2. Shri. T.C. Vijayan, AD and Convener of Committee on EOC, CPRC, Chennai.
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