Computerised customer care centres to be set up Statewide

CHENNAI NOV. 1. As part of its efforts at improving service, the Postal department is establishing computerised customer care centres all over the State.

"As many as 124 centres are being opened in different parts. We have provided hardware and software to the field staff. A training programme is on for the staff", says a senior official. All the centres will be functional in a couple of weeks. In all, 840 centres will be set up all over the country.

Earlier, the department centralised customer care centres in States. As it wanted to provide an immediate and effective response to the public, the authorities decided to open centres at the level of divisions and in all important post offices.

Every Sunday, training programmes are held for counter and back-office staff. There are plans to cover postmen too. Thus, the centres will be manned by "better-trained personnel with better technology".

Citizen's charter

Simultaneously, the Tamil Nadu circle will make the department's Citizen's Charter applicable to all 92 head post offices, though the Directorate has advised implementation only in six or seven select offices.

"Though some of the service norms give a longer time for the authorities to carry out their functions, the objective behind our move is to create awareness among the public of a time frame fixed for delivering services. The norms can be made stiffer later, after studying the experience of the present arrangement", says the Chief Postmaster-General.

Mail will be delivered within two days of posting "within the city/town/district" and inter-metropolitan cities. Intra-State and inter-State capital mail will be delivered within three days.

As for savings bank transactions, the officials, be they at a head post office or sub-post office, will have to open accounts the same day customers approach them. A similar commitment has been made for encashment of "kisan vikas patras".

The Citizen's Charter also talks of obligations of the public.

The superintendent of post offices can be approached for lodging complaints. If the problems are not sorted out, they can be taken up with the Postmasters-General/Chief Postmasters-General. If the customers are still not satisfied, they can address the Deputy Director-General (Public Grievances) at the Dak Bhavan on Sansad Marg, New Delhi 110 001.

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