Rollout of Complaint Management Solution (IT 2.0) w.e.f. 07.03.2025

Tgy-50/22/2023-Technology-DOP

No.Tgy-50/22/2023-Technology-DOP

Department of Posts (Technology Division)

Dak Bhawan, Sansad Marg New Delhi-110001 Dated 05.03.2025

To

All Head of Circles

Subject: Rollout of Complaint Management Solution (IT 2.0) w.e.f. 07.03.2025

Sir/Madam,

Under IT 2.0, Complaint Management Solution has been developed by CEPT, which will replace the existing SAP CRM solution maintained under CSI 1.0.

2. In this regard, Master trainer's training was conducted by CEPT on 24th & 25th February 2025. Further, training for end users has also been conducted by the Master Trainer's. Circles have also conducted the UAT of the new solution and the issues reported by the UAT Teams are addressed by CEPT. After assessing the readiness of the solution, in consultation with CEPT and Circles, the competent authority has decided to rollout the new Complaint Management Solution on 07.03.2025.

3. CEPT & CS Division have shared the requisite operational guide for CMS, guidelines regarding role assignment, training materials, etc with all the circles including details of HDMS Portal for raising tickets.

All circles are requested to ensure that quality of data sanitization, proper role assignment and end-user training should be completed before the said rollout. For any technical assistance, Circles may take-up servicedesk.cept@indiapost.gov.in for providing support.

This issues with the approval of the competent authority.

Copy to:

1. DDG (CS, QA, I) for information and necessary action. 

2. GM CEPT for information and necessary action.

with CEPT at

(Puneet Bijaraniya) Director (PMU)

Digitally signed by Puneet Bijaraniya 

Date: 05-03-2025 12:58:42

1/124920/2025

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