Project Arrow is an initiative to transform India
Post into a vibrant and responsive organization and
to make a visible and positive difference in postal
operations to benefit the customers. It
has been launched with objective of modernizing the
post and makes visible, tangible and noteworthy
differences in the post office operations that
matter to “Aam Aadmi”.
In specific terms, Project Arrow entails
comprehensive improvement of the core operations of
the Post Offices as well as the ambience in which
postal transactions are undertaken. Enhancing
the quality of services in ‘core areas’ envisages
focus on Mail Delivery, Remittances, Savings Bank
and Office service Levels. This
is helping the Department of Posts to emerge as a
one-stop shop for retail products and offer a single
window facility for banking, money remittances and
other financial products and services including
social and civic initiatives. At
present Monitoring of performance ‘Core Operations’
is done in 15,584 Post Offices and ‘Look & Feel’ has
been improved in 1,843 Post offices.
Project Arrow will benefits Customers through - Direct
communication with the outside world and development
benefits in rural areas; Simpler
and faster Money transactions through instant money
order; ‘Local Citizens’ Forums’ formed who decide
the performance norms for the respective post
offices; Online public grievance handling and
Monitoring through Video Conferences ensured
sustainability and higher performance.
The Project Arrow experience is a working model for
ushering in an integrated and lasting improvement in
the postal system and awarded with “Prime ministers’
award for Excellence in Public Administration for
2008-2009” in 2010.
In the future it
is proposed to include 3,000 more computerized post
offices for monitoring of ‘Core Operations’ under
Project Arrow Phase-VI during 2012-13 and later
complete all 24,000 computerized Post offices during
‘Look & Feel’ activity is proposed to be undertaken
in 400 more Post offices during the financial year
2012-13 and expand in 2,500 post offices during 12th Plan
in addition to existing 1843 post offices.
*Inputs from the Department of Posts.