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SOP for DoP Covid-19 Request Services – Mail Booking/Delivery, e-money order, IPPB, PLI, Small Saving Scheme through Post Info App and URL

F. No. 27-5/2020-PO
Government of India
Ministry of Communications
Department of Posts
(PO Division)
Oak Bhawan, Sansad Marg
New Delhi-110001
Dated:04.05.2020
To
All Chief Postmasters General
Subject: Regarding Standard Operating Procedure (SOP) & Standard remarks to Service requests for liquidation of pendency of Service requests received through Post Info App and URL.
This is regarding the introduction of a new service feature in “Post Info App” for submission of service request by the customers for availing the various postal services for essential and medical items by the Department of Posts and the Website URL http://ccc.cept.gov.in/covid/request.aspx for the same has also been developed in view of the unprecedented situation arising out of the Covid-19 situation.
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2. In this context, kindly find enclosed Standard Operating Procedure (SOP) as well as Standard Remarks for liquidation of pendency of Service Requests received through Post info App and URL.
3. This issues with the approval of competent authority.
Sd/-
(Dr. Parveen Kumar Sarswat)
Assistant Director General (PO)
STANDARD OPERATING PROCEDURE ON URGENT SERVICE REQUISITION RECEIVED OVER POST INFO APP DURING COVID PANDEMIC FOR REQUISITION FOR POSTAL SERVICES AND UNIFORM RESOURCE LOCATOR(URL) ADDRESS
CHAPTER-I
A) Introduction-
Post Info app is a citizen centric mobile application of the Department of Posts for providing information about postal services to the customers. A new service feature of submission of request by the customer for availing the various postal services for essential and medical items have been introduced by the Department of Posts.
B) Objective-
The objective of this service is as under:
i) To facilitate the customer by providing the essential postal services at the doorstep of the customer in view of the unprecedented situation arising out of the Covid-19 Pandemic.
ii) To provide necessary support to the customer for availing various online services of the Departmen of Posts.
C) Overview –
Department o Posts offers various services viz. mail, financial, retail etc. To avail the services, one has to visit the post office. In order to further facilitate the customer, the Department of Posts has started the “Service at Doorstep on request” for the needy particularly to the Senior Citizens & Divyang-jans. This will also be helpful in providing the necessary postal services in emergency situation like sudden outburst of the Covid -19.
This request service will be provided through Post Info App and a dedicated Uniform Resource Locator address http://ccc.cept.gov.in/covid/request.aspx.
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D) Scope of the Standard Operating Procedure- The Scope of the SOP is as follows:
(1) Services Available for the customer
(2) Ways to Avail the Services
(3) Procedure to be followed by the Customer for availing the service
(4) Transmission of Request of Customer
(5) Action to be taken by the Department of Posts (Postal Division i.e 0/0 Senior Superintendent of Post Office, Superintendent of Post Offices. Chief Post Master ) for fulfillment of request
(6) Fulfillment of request by the post office & its intimation to the Postal Divisional Office headed by Senior Superintendent of Post Office, Superintendent of Post Offices. Chief Post Master
(7) Updation of status of Request & confirmation to the customer
(8) MIS at Various level
(9) Other facilities
(10) Additional Charges
(11) Exceptions
CHAPTER-II
(1) Services Available for the customer-
The following services are available for the customer:
a) Mail Booking-
The mail booking service is available only·for booking of the medical items and essential items listed by the Government of India & State Governments through various products/ services of the Department of Posts viz, Speed Post, Registered Articles, Parcels etc.
b) Mail Delivery-
The mail delivery service is availaqle only for.the delivery of medical items and essential items listed by the Government of India & State Governments in various products/ services of the Department of Posts viz, Speed Post, Registered Articles, Parcels etc
c) Financial Services-
The financial services includes delivery of electronic money order, Aadhar enabled payment system( AePS- It allows online interoperable banking services to the customers of any bank having bank account linked with Aadhar through the India Posts Payment Bank).
d) India Post Payments Bank (IPPB) Services-
It includes new account opening in IPPB and deposit & withdrawal of money from IPPB account.
e) Online Service Related-
This includes addition of eMail and mobile number to the PU policy. After doing this, a customer can make online payment of the Postal Life Insurance (PLI) premium on visiting the webpage https://pli.indiapost.gov.in/CustomerPortal/PSLogin.action and linking of post office saving bank account to India Posts Payment banks account for availing various services offered by IPPB.
f) Others- This includes services of Post Office Savings Bank schemes· offered by the Department viz deposit, withdrawal from POSB account Account opening, passbook printing, credit of social security,NSC/KVP issue, NSC/KVP discharge, interest statement and supply of ration/ milk & others.
2) Ways to Avail the services-
The customer, who wishes to avail the services offered by the Department in the Covid-19 pandemic , can submit the request by using the following two ways:
sop-covid-19-services-postinfo-app


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