PAKISTAN POST

Local Governance & Services Delivery

Presented byMPA-I

Hammad HassanAsif Mumtaz

Waqas Ahmad

• Post Office Department was established under the Post Office Act 1898 • Inherited the British Postal System at the time of Independence (1947)• November 1947, Pakistan Post joined the Universal Postal Union as its 89th member.• Post and Telegraph separated in 1962• Pakistan Postal Services Management Board was Established in the Year 2002• Postal Services Ministry was established on 3rd November 2008

Pakistan Post (Historical Perspective)

Introduction

• PP is one of the oldest government departments in Pakistan.

• In 1947, it began functioning as the Department of Post & Telegraph.

• In 1962 it was separated from the Telegraph & Telephone and started working as an independent department.

OrganizationAn autonomous High Powered Postal Services

Management Board has been established through

Pakistan Postal Services Management Board Ordinance,

2002. The executive management of postal and allied

services below the Directorate General is done at three

levels – the Circle Level, the Regional Level and

Divisional / District Level.

Ministry of Postal

Services

Directorate General Pakistan Post

8 Circles headed by Postmasters General

2 PLI Circles headed by General Managers

Regions headed by Deputy Postmasters General

(11 Postal Regions)

81 GPOs headed by Chief Postmaster/Senior Postmasters

2600 Post Offices (Departmental)

9370 Post Offices (Extra Departmental)

Organizational Structure

Major Services of Pakistan PostPostal Services

oLetters, parcels, express mail etc.

Remittance ServicesoInland Money Orders , Special Money Orders

(BISP), Postal Orders, Postal Drafts, Electronic Money Transfer

International Postal ServicesoAir Mail, Expedited Mail

Services (EMS) etc.

Agency FunctionsPakistan Post renders 55 Agency Functions including

a. Military Pension Payment b. Utility Bill Collection c. Provincial Tax Collection d. Collection of Motor Vehicle Tax e. Renewal of Driving Licenses, Arms Licensesf. Printing and Sale of Agricultural Loan Pass Books

etc.

Postal Servicesi. Track and Trace System www.ep.gov.pkii. Integrated with International Postal System (IPS)

Money Remittance Services Electronic Money Transfer service for foreign

remittances in collaboration with Western Union Disbursement under Benazir Income Support

Program (BISP) Disbursement under Food Support Scheme of the

Punjab Govt. (FSS) Ordinary Money Order Service Fax Money Order Service Urgent Money Order service

Military Pension Payment System

• 1.3 million pensioners served monthly

• Rs 26 billion are paid annually

• System is fully computerized

Customer Care• Customer is the King, King is to be delighted• Online complaint/suggestion handling • Customer Care Department • Call Centers established for customer care• UAN number (111-111-117) for major cities• Specialized training of the operators • Total Customer Care and Satisfaction

Postal Staff College as ECO Regional Postal Training Center

Managerial TrainingPostal Staff College Islamabad is required to be fully utilized for the managerial training of the officers of ECO member countries. The college is equipped and is being run by highly qualified faculty.It is proposed that regular training courses of ECO postal officers are held at Postal Staff College on yearly basis.

SWOT Analysis of Pakistan Post

•State owned Organization•Century old expertise•Large Human as well as physical infrastructure•Presence both in Urban and Rural Areas.•Large Portfolio of Services•Customization of services•Trust on Public•Corporate Customers.•Unity in diversity•Profitable Organization

Strengths

•Unfriendly policies of government•Shortage of staff in rural areas•Fraud cases•Lack of technology/automation•Absence of Marketing care functions.•Lack of autonomy in operations•Poor incentive for staff / Lack of Motivation•Inadequate Supervisory Positions

Weaknesses

Opportunities

•Public private partnership•Computerized Technology.•Digitize the financial services•Introduce new services i.e. Cargo•Explore New Business avenues.

Threats•Privatization due to loss•Falling Physical, technical and human infrastructure•Computerization if not P.P.O will not able to competeother service providers i.e. TCS, Leopard, DHL (Dalsey,Hillblom & Lynn) etc.•Lack of autonomy to compete

Recommendations•There should be proper seating arrangements in post offices.•Pakistan Post should computerized its record .•Introduce its online pension system.