News item published in the Times of India - Ludhiana dated 2.11.2009
LUDHIANA: While Project Arrow was launched with customers’ convenience in mind, it now seems postal department’s efforts have not borne results as
people visiting head post office at Bharat Nagar chowk are in a fix as to which counter to visit for getting their work done.
Project Arrow was launched in May 2008 to revitalize
the postal department and reposition its brand as
one that cares for its customers. Sources said 50
post offices in the first phase, 450 in the second
and 4,500 in the third phase were scheduled to come
under the umbrella of Project Arrow. Post offices
have already assumed a new look with a new logo of
India Post and homogeneous architecture of white
buildings with red lines under the Arrow project.
On condition of anonymity, a staff member of the
department said the main problem is non-availability
of the enquiry counter at the postal department as
people from all walks of life come to the post
office. The elderly are often at a loss to make out
as to which counter to visit, resulting in
inconvenience for customers and employees. He added
that customers are often confused about the counter
to be visited for speed post, which results in
delay.
For customers’ ease, the department has already
installed display boards mentioning the time-frame
for completing different kinds of work, but time
taken to locate the enquiry counter delays things.
There is not even a single counter where a person
could get information about where to get his or work
done, said Harpinder Kaur, a city resident. She
added that for the educated, things are
comparatively easier. For the elderly, however, the
going tends to get tough, which is the reason she
always accompanies her grandfather to the post
office and they have never observed any work being
completed within the time-frame notified on the
display board.
Talking to TOI, Bant Ram Multani, senior post
master, said he agreed customers were facing
inconvenience, which was due to staff shortage. He
added that the department had already invited
applications and recruitment was on for the
department to deploy someone to guide customers
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