The department of posts, India Post, signed a multi-year agreement with one of the top IT services firm in India, Tata Consultancy Services (TCS), with the intention to convert the struggling public service enterprise into a digital hub that modernises the delivery process, enhances customer experience, and launches new revenue-driving services.
Earlier, the same IT company was roped in to improve the passport services, with the Passport Seva Kendra initiative, along with the Ministry External Affairs.
TCS will make way for the transformation by designing and implementing the Core System Integration (CSI) program. An integrated ERP solution will be deployed towards this end to help with the mail operations, HR functions, and finance and accounting. The company will also help connect the 1.5 lakh post offices for better operations, creating the world’s largest e-postal network.
The solution created by TCS is expected to aid the HR requirements of more than 5 lakh employees, support the services of over 40,000 concurrent users, and process over 3 million postal transactions in a single day.
TCS has already implemented its Point of Sale (PoS) solution in 24,000 post offices that, in total, have 80,000 PoS terminals. The web portal set up by TCS will help track consignments, and the multi-lingual customer centre will ensure customers’ queries are resolved.
One of the goals of the modernisation of the system is to drive financial inclusion and increase accessibility of services to citizens in remote areas too. This is soon to be achieved with the introduction of 1.3 lakh hand-held devices that Gramin Dak Sevaks will use to offer services such as insurance, postal, banking, cash management, etc., in remote regions.
Source: Live Mint