15.8. exercise 1 please recollect your knowledge on products and services with the help of a test....

Exercise 1 Please recollect your knowledge on products and services with the help of a test. At the end the trainer will brief and polish the gray areas 25.8

Premium Products and services Speed post Business parcels/ express parcels Bill mail service / National Bill mail service E-post Direct post Logistic post Retail post Business post Media post 35.8

Existing Parcel Products 55.8

Some Services are discontinued Express Parcel Post -- Which was under Speed Post network All EPP centres were converted into Bulk Parcel Booking Centres. 65.8

Some new Services/Products take birth Business Parcel Express Parcel Rationalization results 75.8

Retail Booking --- By Post offices Bulk Booking --- By Post Offices & Parcel Booking Centres Sorting & --- By Parcel Hubs/Express Parcel Transmission Hubs (ParcelNet application) Delivery --- By Post Offices Payment --- By Post Offices 95.8

New Parcel Booking Centres will be opened in bigger cities. They perform a)Booking of Bulk Parcels b)Despatch to local Parcel Sorting Centre c)Selected PBCs will be authorized to close direct bags to other Parcel Sorting Centres in the country 105.8

The Parcel Sorting Centres will be termed as Parcel Hubs/ Express Parcel Hubs Sorting of Express Parcels is delinked from the other kinds of Parcels. Separate Express Parcel Hubs will be established which do sorting of Express Parcels Rest of the parcels (ordinary parcels, Registered Parcels, Business Parcels) are handled by Parcel Hubs 115.8

No change in case of existing Registered Parcels Certain Norms prescribed for the new product 1.Business Parcels 2.Express Parcels 135.8

Only available to contractual customers (Bulk Customers) No retail booking in Post Offices Minimum monthly business of Rs.7500-00 (OR) 100 Parcels for becoming contractual customers 145.8

The above tariff shall be exclusive of taxes. The taxes, if leviable, have to be paid extra as notified by the Central Government from time to time. 165.8

Available to both retail and Bulk Customers Minimum monthly business of Rs.7500 Or 100 Parcels for becoming contractual customers It is a point to point service. Sorting is done in Express Parcel Hubs 175.8

AgraJammu BangaloreKolkata BhubaneshwarLucknow ChennaiLudhiana Delhi (NCR)Mumbai PatnaPune GuwahatiParwanoo HyderabadShillong IndoreSurat JaipurThiruvananthapuram 185.8

Minimum weight 0.5 Kg Maximum weight 20 Kg Maximum weight for delivery in Bos is 10 Kg Specific customers can be permitted to book upto 35 Kg Credit facility under BNPL scheme Volume based discount Cash on Delivery facility 195.8

The above tariff shall be exclusive of taxes. The taxes, if leviable, have to be paid extra as notified by the Central Government from time to time. 205.8

Delivery of Express Parcel/ Business Parcel COD Booking in identified centres and delivered at all post offices with epmt Amount collected from addressee Delivered through postman module Information electronically received Amount up to 10000/- = postman Above 10000/-= window delivery BO articles through Subaccount 275.8

delivery Articles are address specific- No MO commission will be collected Missent articles returned to sender Articles issued only after receipt of electronic data Intimation issued for window delivery Particulars of the person to be recorded on delivery slip 285.8

delivery Kept in deposit for 7 days If refused returned on the same day 295.8

Delivery of BO articles Entered in BO slip BPM to enter remarks on the reverse of the DA Recorded in BO journal Monitored at AO by delivery PA Amount accounted under delivery of EP/BP- COD in BO account and BODA 305.8

Returns Postman/ window delivery PA to credit cash with treasury Delivery particulars updated by delivery PA Delivery status to be updated for BO articles also After submit account by supervisor the amounts will be transferred to payment office through epmt 315.8

Logistics Post A service through which we carry and deliver the heavy items(logistics) of customers from one place to another. From Collection to distribution, storage to carriage of articles looked after by the Post Office. Deadline delivery and quality of service is maintained. Monitoring the delivery progress at all times possible. Special network used for carrying and delivering packages and consignments across the nation 325.8

Features Distribution solutions Full Truck Load and Less than Truck load services Distance and weight-based tariff Multi-modal transport Warehousing services Order processing & fulfillment services Return Logistics Agents can join Logistics Post Air services 335.8

Tariff Structure. Tariff based on - weight, volume and distance. Weight slab - Minimum 50 kg. For each consignment, a docket fee of Rs 100/- is payable in addition to other charges. 345.8

Money Transfer services Money Order E-MO Indian postal order Field postal order Instant Money Order Western Union money transfer Electronic International Money Order MO Videsh Money Gram 355.8

Money Transfer services Indian Postal Order Currency period -24 months Payment beyond 24 months before 36 months -on second commission Invalid after 36 months 365.8

Money Transfer services Field postal Orders Issued in the Field post office of APO Armed forces personnel remit money through FPO 37 DenominationCommission 200030.00 300030.00 500050.00 1000060.00 1500080.00 2000090.00 5.8

Money Transfer services Speedy,mobility, safety reliability Instant web based Minimum Rs 1,000 Maximum Rs 50,000 To remit payment-(TRP-1) to send money 16 digit code To make payment (TMP-1) for payment Personal identity proof Cash up to Rs 50,000 385.8

Money Transfer services AmountCommission 1000-10000100.00 10001-30000110.00 30001-50000120.00 39 Commission 5.8

Mobile Money Transfer Service 5.840

Overview Offered by India Post in collaboration with BSNL BSNL provides special handset to each identified PO Technology partner for BSNL is Maverick Mobile solutions Mobile based money transfer through secure channel Individual remittances min 1000 maximum 10000 Acceptance and payment through identified Post Offices 41

Process flow in brief Remitter and payee to have a mobile handset Remitter to approach PO, fill cash in formcash in The PA receives cash and commission and enters data in the special handset provided On completion remitter and payee get transaction ID message Remitter gets 6 digit secret code which has to be communicated to payee Payee can take payment in any MMTS enabled PO showing transaction id message and intimating the secret code He needs to fill in cash out formcash out 42

Graphics of process flow 43

Commission structure 44

Additional features Recall of the remittance amount by sender Remitter of the amount which is not paid yet can recall the remittance at the booking office No fee is payable for this Only remittance amount is refunded Fee paid will not be refunded No separate form needs to be filled by remitter 45

Additional features contd Automatic cash reversal If the remittance is not claimed within the predefined period (14 days), the transactions will be reversed The remittance will be sent back by system to remitting office and same can be paid back to remitter System sends SMS to remitter with a transaction ID for collecting back the remittance The original transaction so reversed can be paid to remitter only If the remitter does not claim the amount within specified period (7 days after reversal), the amount will be transferred to DOP suspense account 46

Additional features contd Resend notification Based on remitters request If remitter complains non receipt of notification to him/her and/or payee, on successful cash-in transaction, remitting PO can send notification again This is based on the same transaction ID and will be a reminder to remitter and recipient 47

Data query services (for office use) The following query options are available Daily transaction report showing the successful cash-in and cash-out transactions Get balance; The PO can request the balance on hand Get transactions details PO can get the details of a transaction by entering the concerned transaction ID 48

Accounting process Amount collected entered in Point of sale Payment data entered in treasury module Appropriate heads of account have to be created for the purpose MIS is available to all the levels through logins in the site http://www.dopmobile.inhttp://www.dopmobile.in The operating procedure is available in the file MMT Procedure already circulated MMT Procedure 49

Money Transfer services To receive money from 185 countries (Abroad) Payee gets 10 digit MTCN (money transfer control number) Payee fills up TRM-To receive money form Payment on identification Voter card, passport, DL,PAN Maximum 2500 USD Cash payment up to 50000 By cheque above 50000 505.8

Money Transfer services Inward & outward remittance from & To foreign countries Out ward remittance Minimum 100 USD Maximum 5000 USD Maximum per annum 100000 USD for education, medical, immigration Maximum per annum 10000 USD for travel Limit different for different countries 51 MOVidesh 5.8

Money Transfer services Inward remittance By cash up to Rs 50000 Above 50000 by cheque or credit to SB Maximum 5000 USD at a time Maximum 12 in a year 52 MOVidesh 5.8

Money Transfer services Inward remittance Single remittance Rs.2500 USD 12 remittances by single individual beneficiary in a year Payment made at ongoing exchange rates 53 Money Gram 5.8

Money Transfer services Inward remittance Upto Rs.50000/- cash Exceeding Rs.50000/- by cheque or credit to a/c Permissible - personal remittances towards family maintenance Permissible -foreign tourists visiting India 54 Money Gram 5.8

Exercise 2 555.8

MO VIDESH Euro Giro Operations 565.8

Intro This is a key service for India since for the first time an Indian Citizen can send money abroad through the Post Offices. At present the money can be sent to over 65 countries thro Partner Banks. Nationwide Rollout on 24.10.09 by Honble MoC & IT at Coimbatore, Tamilnadu. The POs can book MOVs in Online & MM PoS. After launching of MM ver 6.6 SP1 on 01.04.10, POs can book thro MM PoS only. 575.8

Partner Banks 58 1.Citi Bank, Mumbai. 2. Deutsche Bank (services not started). 5.8

Definition MO Videsh : A system of remittance to and from foreign countries, through the medium of Post Office. Euro Giro : The system that enables remittances across different countries, in accordance with the bilateral and multilateral agreements among the countries concerned. Beneficiary : The person who receives Money. EGPO : Euro Giro Post Office, is a Nodal Office functioning at CEPT, PTC, Mysore, which co-ordinate between Partner Banks with POs. No Service on Saturdays, Sundays & Holidays. 595.8

Types & Mode of Remittances. Cash. From POSB Account. 60 Inward Remittances (yet to approve by Dte / RBI). Outward Remittances. 5.8

Salient features (both Inward & Outward) Remittances up to Rs. 50,000/- in cash. Remittance above Rs. 50,000/- by Cheque or credited into A/c. Each Remittance shall not exceed USD 5000 at a time and a Max of 12 Remittances are allowed in a year. Expected Date of Payment which will be D + 4 working days excluding Saturdays & Sundays. 615.8

Salient features Outward Txn. Min USD 100 per transaction. Max USD 5000 per transaction. 62 Limits for other purposes will be intimated separately by Directorate. Limit of outward remittance would be different for different countries depending on the bilateral agreements with the Countries. 5.8

Purposes - Outward. (i) Studies abroad Estimates from University / College etc. (ii) Medical Treatment abroad Estimates from Hospital / Doctor. (iii) Family maintenance Declaration from Remitter. (iv) Travel abroad Hotel / Travel Agent Invoice etc. 63 Ceiling for Purposes : Education, Medical, Immigration 100,000 USD per annum. Travel 10,000 USD per annum. 5.8

Commission & Types. Remittance Amt in USDCommn 01.USD 100 to 1000USD 12 + ST 02.USD 1001 to 3000USD 20 + ST 03.USD 3001 to 5000USD 25 + ST 64 Option A : Commission Paid by REMITTER. Option B : Commission Paid by BENEFICIARY. (yet to approve by Dte). 5.8

Salient features Outward Txn. The Remitter needs to submit the following mandatory items,, SWIFT Code (explained separately). IBAN (explained separately). ABA Routing No. (if available). Sort Code. (if available). Beneficiary Bank Name. Beneficiary Bank A/c No. Name & Address of Remitter & Beneficiary. 655.8

SWIFT Code. Society for Worldwide Interbank Financial Telecommunication. It is a Standard list of Bank Identifier Codes approved by International Organization for Standardization. These codes are used when transferring money to a Bank Account in another Country. Code containing 8 or 11 characters, made up of, 4 characters - Bank code 2 characters - ISO country code 2 characters - Location code 3 characters Branch Code, optional ( 'XXX' for primary office). 665.8

Examples of SWIFT Code. USA - American Express Bank, New York AEIB US 33 USA JP Morgan Chase Bank CHAS US 33 Great Britan Loyd Bank, London LOYD GB 2L Singapore Union Overseas Bank UOVB SG SG Australia West Pac, Victoria WPAC AU 2S 675.8

IBAN International Bank Account No. It is an Intl Standard for identifying Bank A/cs across National borders. IBAN imposes a flexible but regular format sufficient for account identification and contains validation information to avoid errors of transcription. Although the length of IBAN differs from Country to Country but all of them can be validated by same algorithm using the check digits. All Banks in European Countries & also Israel, Tunisia, Mauritius, Turkey, and Saudi Arabia also using IBAN. eg. GBP for London, SAR for Saudi Arabia etc. 685.8

Examples of IBAN Greece 27 digits. IBAN format : GR KK BBB BBBB CCCC CCCC CCCC CCCC (Sample IBAN: GR16 0110 1050 0000 1054 7023 795) GR = Country Code, K = Check Digits, B = bank code and branch number, C = account No. United Kingdom - 22 digits. IBAN format: GB KK BBBB SSSS SSCC CCCC CC (Sample IBAN: GB35 MIDL 4025 3432 1446 70) GB = Country Code, K = Check Digits, B = alphabetical bank code, S = sort code, C = account No. 695.8

User Manual & Forms All necessary application forms available in www.indiapost.gov.in www.indiapost.gov.in MOV User manual available in ftp://ftp.ptcinfo.org/UserManuals/MO%20Videsh/ ftp://ftp.ptcinfo.org/UserManuals/MO%20Videsh/ The POs can keep the relevant form in PO itself, need not sent to, either EGPO or Partner Banks. Forms : Application for remittance (Annexure-I) A2 FEMA form (Annexure-II) FEMA No. should be in Pincode-last 2 digits of year-Sl No. Ex. Mysore HO, 570010-10-001. Purpose of remittance KYC Form (Annexure-III) 705.8

KYC Documents. The Remitter needs to submit copies of Two Photo ID cards & Address proof. Driving Licence PAN Passport (within validity period). Voter's Identity Kisan Cards Other ID cards 715.8

72 Process Flow CustomerPost OfficePTC, MysoreCitibank Since inception, Citi Bank provides services & Deutsche Bank yet to start. 5.8

Post Offices eMO Server, CEPT Euro Giro Partner Banks Post Offices EGPO, CEPT Mysore HO Partner Banks Data FlowFund Flow 2 legs 735.8

A Typical Payment Flow Post Office PTC, Mysore ELS Server Intermediary Bank Beneficiarys Bank in China Remitter India Beneficiary China 745.8

Road Map to POs. Customer approach the Authorized PO. Submit the following forms duly filled. Application for Remittance. (Annx. I). A2 Form. (Annx. II). KYC documents. (2 Photo IDs). Supportive Documents. (Remittance Purpose). Counter PA scrutiny & accept all forms. Login to MM PoS & book thro MO Videsh option. Generate Receipt & hand over to Customer. Counter Supervisor verify & authorize it. Run eMO Communication for transferring MOV Data to Host Server. 755.8

Road Map.. Contd.. o Host Server (PTC, Mysore) sort Transactions & pack them into Envelopes. o Host Server transmit to ELS Server with continuous ISN (Intl Sequence No.). o ELS Server transmit to Partner Bank. o Partner Bank transfer funds to Destination Country / Beneficiary Bank by using their own software. o EGPO monitor all the transactions. o EGPO arrange Funding to Partner Bank for each transaction thro Mysore HO. 765.8

FAQ 01. The Remitter should pay the Amount thro Cash only in O/o Booking ? No. The Remitter can pay either Cash or from POSB A/c. He must fill up SB-7 & handed over to the concern PM. 02. What is the Min / Max amount for MOV transactions ? Min 100 USD & Max 5000 USD per transaction. 03. Is any Max limit per year ? Yes. 100,000 USD for Education, Medical & immigration and 10,000 USD for travel per FY 04. Copy of PAN Card is compulsory for amount exceeds Rs.50,000 ? Yes. 05. If any PO booked a txn below 100 USD, solution ? This txn was not processed & returned to Remitter. After MM PoS Upate 4, Commission was not generated & displayed in the Booking screen. POs unable to book it. 775.8

FAQ 06. Whether IBAN / SWIFT is compulsory ? Yes. IBAN & SWIFT is compulsory for Euro bound Remittances & SWIFT is compulsory for rest of World. 07. What is BIC ? Bank Identifier Codes. Some Intl Banks using SWIFT code as BIC. 08. The Counter PA booked a MOV txn but the Counter Supervisor not authorized ? This txn is available with PO Server only. Not transmitted to Central Server. Not processed by EGPO & Partner Bank. 09. Whether payment will be made in INR in foreign country is possible ? NO. 10. If any PO entered wrong IBAN / SWIFT / BIC, solution ? This txn was not processed by ELS Server & returned to EGPO. EGPO will get correct code from PO thro e mail & process the transaction manuall thro ELS Software. To avoid POs should confirm with Remitter before booking. 785.8

FAQ 11. One PO try to book MOV on Saturdays ? Not possible. Exchange Rates not available in eMO server. Not updated by EGPO. 12. While booking of MOV, Exchange Rate is not displayed ? Run eMO Communication module for updation of Exchange Rates from Host Server. 13. One MOV was booked, authorized & transmitted. Whether it can be cancelled by PO ? No. Same for eMO. 14. What is the Preservation period of all documents in PO ? 10 years. 795.8

Common mistakes by POs. Failed to authorize by Supervisor. Failed to run eMO Communication. Failed to check MOV in eMO MIS. Wrong SWIFT Code. Wrong IBAN. Wrong Bene Bank A/c No. Wrong Bene Name. Bene Bank Br not mentioned. Using Special Characters. Lengthy message in Communication field (max 50) 805.8

Helpline : Postmaster, Euro Giro Post Office, CEPT, PTC, Mysore 570 010 Telefax : 0821 244 1010 EPABX : 0821 2521 600 extn 316 e mail : [email protected] 815.8

New Pension System 825.8

Abbreviations used NPSNew Pension System PFRDAPension Fund Regulatory & Development Authority NSDLNational Security Depository Limited CRACentral Recordkeeping Agency CRA-FCCentral Recordkeeping Agency Facilitation Centre POPPoint Of Presence POP-SPPoint Of Presence Service Provider PRANPermanent Retirement Account Number PRNProvisional Receipt Number PFMsPension Fund Managers TBTrustee Bank CAFComposite Application Form KYCKnow Your Customer CGMSCentral Grievance Management System NPSCANNew Pension System Contribution Accounting Network 835.8

The Scheme is regulated by Pension Fund Regulatory & Development authority(PFRDA). PFRDA is an autonomous body set up by the Government of India to develop and regulate the pension market in India. NPS is available to all citizens of India with effect from 01 May 2009 The scheme is operated by the National Securities & Depository Ltd (NSDL) through Central Recordkeeping Agency (CRA) & POPs POPs (Point of Presence) provide service through POP- SPs(POP Service Provider) The New Pension Scheme 845.8

CRA (Central Recordkeeping Agency) CRA being Administrator maintains Records, provides Service functions for NPS subscribers CRA issues unique Permanent Retirement Account Number (PRAN) to each subscriber, & maintains a database of all PRANs and records the transactions relating to each subscribers PRAN CRA dispatches PRAN to registered NPS subscribers within 15 days from the date of submission of application at CRA-FC Key stakeholders of NPS and their Functions 855.8

CRA-FC (Central Recordkeeping Agency - Facilitation Centre) FC accepts covering letter along with the application & issues a receipt containing 17 digit Acknowledgment ID for each accepted application in the lot (15 digit PRN + 2digit running serial), which can be used for Tracking. In case of discrepancy in application, FC will reject the application & issue Rejection Memo with reasons for rejection to POP-SP by mail Rejected application will not be returned. CRA-FC will communicate to POP-SP, only through registered eMail IDs. Key stakeholders Contd.. 865.8

POP Point of Presence The scheme is operated through organizations which are designated as Points of Presence (POP). PFRDA has appointed the Department of Posts (DoP) as one of the POPs. POP (DoP) operates through its Post Offices (at present HOs) termed as POP-SP (POP Service Provider). Key stakeholders Contd.. 875.8

Pension Fund Managers (PFMs) Eight PFMs appointed by PFRDA would manage retirement savings under NPS. Trustee Bank: Bank Of India (BOI) has been appointed as Trustee Bank (TB), which will facilitate fund transfers across various entities of the NPS system viz PFMs Key stakeholders Contd.. 885.8

List of Pension Fund Managers for Government Sector NPS 1. LIC Pension Fund Ltd 2. SBI Pension Funds Pvt. Ltd 3. UTI Retirement Solutions Ltd List of Pension Fund Managers for Private Sector NPS 1. HDFC Pension Management Company Ltd 2. ICICI Prudential Pension Fund Management Company Ltd 3. Kotak Mahindra Pension Fund Ltd 4. LIC Pension Fund Ltd 5. Reliance Capital Pension Fund Ltd 6. SBI Pension Funds Private Ltd 7. UTI Retirement Solutions Ltd 8. DSP BlackRock Pension Fund Managers Pvt Ltd 895.8

Subscriber will be allotted a Unique Permanent Retirement Account Number i.e PRAN. One individual is eligible for one PRAN only. Features of NPS 905.8

PRAN will provide access to Two personal Accounts,. Viz Tier I and Tier II. Tier I A Non-withdrawal account to which the Subscriber shall contribute his/her savings for building a retirement corpus. This is mandatory for NPS enrollment. Tier II A voluntary savings facility which provides liquidity to subscribers, i.e subscribers will be free to withdraw their savings whenever they wish. This is an ad-on account. Types of NPS Accounts 915.8

Tier I. Tier I & II. Tier II activation for Tier I subscribers Govt servants appointed after 01 Jan 2004 are eligible only for Tier II activation (since they are already covered under NPS Tier I account). Govt servants appointed prior to 01 Jan 2004 & other citizens can opt for Tier I or both Tier. Options Available to Subscriber 925.8

Govt Servants appointed after 01 Jan 2004 are in two categories: IRA compliant required documentation has been done & PRAN has been generated Non IRA compliant required documentation has not been done & PRAN has not been generated IRA Compliance 935.8

Citizens of India (Resident or Non Resident) Age Limit (As on date of submission of application to POP-SP (PO)). One can enrol in the NPS at any time if he/she is a citizen of India and 18 years of age. No entry is allowed after 60 years of age. NRIs should have account with a bank in India to be eligible for joining NPS Contributions made by NRI would be subject to regulatory requirements prescribed by RBI from time to time Comply with KYC norms Who can join NPS? 945.8

Insolvent person Individual of unsound mind Pre-existing account holders under NPS Who cannot join NPS? 955.8

Submit Registration Form - (Annexure UOS-S1) to the POP-SP (PO) Existing NPS Tier I account holders have to activate only Tier II using Tier II activation form (Annexure UOS-S10 or Annexure UOS S11) How to enroll in NPS? 965.8

Min Initial contribution amount : Tier I = Rs.500 Tier II = Rs.1000 Min Subsequent contribution amount: Tier I = Rs. 500Tier II = Rs. 250 Min contribution per year Tier I : Rs 6000 Tier II = 2000 Min number of contributions per year: 1 (One) No maximum limit for contribution No periodicity prescribed How much to contribute?... 975.8

Subscriber have to choose any ONE PFM among Six PFMs. NPS offers subscribers two approaches to invest in their account viz Active & Auto Choice. Active Choice : The subscriber has to indicate percentage(%) of allocation of contribution across three asset classes i.e., E, (equity) High return, High risk C (corporate bonds) Medium return, Medium risk G (Government Securities) Low return, Low risk How the contributions are invested 985.8

Allocation to equity (E) must not exceed 50% Total of E, G & C must be 100 E, G & C should be whole numbers Auto Choice: Percentage of allocation is not required to be mentioned. Tax Benefits Tax benefits would be applicable as per the Income Tax Act, 1961 as amended from time to time. How the contributions are invested Contd. 995.8

At any point of time before 60 years of age: The subscriber required to invest at least 80% of the pension wealth to purchase a life annuity. Rest 20% may be withdrawn in a lump. On attaining the Age of 60 years and up to 70 years of age: Min 40% of the pension wealth should be used to purchase a life annuity. Remaining pension wealth can be withdrawn in a lump on attaining the age of 60 years or in a phased manner, between the age of 60 years and 70 years at the option of the subscriber. Death due to any cause: Nominee to receive 100% of the NPS pension wealth in lump sum Getting money out 1005.8

CRA: PRA Opening Charges Rs. 50/- Annual Maintenance Charge per accountRs. 225/- Charge per TransactionRs. 5/- POP: (to be collected upfront) Initial Subscriber Registration Rs. 100/- + ST/EC Initial/subsequent contribution upload : 0.25% of the contribution amount subject to a minimum of Rs. 20 and a maximum of Rs. 25,000 plus applicable ST/EC Service transaction not involving contributions : Rs. 20+ST/EC PFM Charges: Investment management fee: 0.0009% p.a through cancellation of NAV Note: Service tax and other levies will be levied as per the existing tax laws No Maintenance charge for Tier II Account Charge structure (may change from time to time) 1015.8

Subscriber have the option of registering grievance/complaint through the following channels: Call Centre/Interactive Voice Response System (IVRS) Toll Free Number 1 800 222080 Web based interface: Subscriber can log to website www.npscra.nsdl.co.in using I-pin. www.npscra.nsdl.co.in Physical Form: The subscriber can submit the grievance in a prescribed format to POP-SP; which will be forwarded to Central Grievance Management System (CGMS). Grievance Handling 1025.8

Flow Chart 1035.8

DoP has established a Nodal Office that has been registered with the CRA as POP. The Nodal Office is functioning from CEPT, Mysore. The Nodal Office will register the POP-SPs (POs) with CRA & communicates the Registration Numbers to the POs concerned. The nodal office will update the PRAN details and upload the MIS and SCF to CRA, and transfer the consolidated fund to CRA through Trustee Bank. Nodal office will also process the service request of the subscriber such as Tier II activation, Withdrawal request etc,. Nodal Office 1045.8

The post offices identified for carrying out NPS transactions are called POP-SPs (Point of Presence _ Service Providers). POP-SPs have to be registered with the CRA (Central Record keeping Agency) one time job through NPS Nodal Office. POP-SP registration number should be configured in Point Of Sale Module. Registration of POs as POP-SP 1055.8

Subscriber Registration (Opening of Account) Initial Subscriber Contribution (First Deposit) Subsequent Subscriber Contributions (Subsequent Deposits) Handling Service Requests (Including withdrawal requests) Grievance handling Types of Transactions Handled by POP-SP 1065.8

All transactions are carried out through ePayment. A National level Biller called NPS Trust has been created. This biller is operated by the Nodal Office and Mysore HO (Biller HO). Counter PA to select ePayment->NPS Trust and choose required service type in Point Of Sale module and generate receipt. ePayment communication must be run in order to make available the transaction in ePayment central server. How the transactions are carried out at POP-SP? 1075.8

Steps involved in Subscriber Registration at POP-SP. Submission of form by subscriber at POP-SP (Annexure UOS S1). Scrutiny of form & documents, acceptance & generation of receipt for Registration (Receipt Number starts with 11). It should be ensured that: All the Mandatory columns of the Application are filled. The application filled in Block/Capital letter using Black Ink. One PFM is selected. Percentage of allocation is provided in case Active Choice. The application is signed by the subscriber. Duties of POP-SP 1085.8

In case of Tier II Tier II details are filled, One PFM is selected and percentage of allocation is provided if opted for Active Choice. The subscriber should provide a cancelled cheque & copy of PRAN card along with application. Acceptance of NCIS for Initial and Subsequent contribution & generation of receipt (the Receipt Number starts with 12). Subsequent contribution should be accepted only after generation of PRAN and subscriber should be asked to produce the PRAN or copy of PRAN card. Duties of POP-SP Contd.. 1095.8

The Transaction Data should be communicated to ePayment Server by running ePayment communication without fail. Segregation of documents(CRAFC/Office Copy) Composite Application Form (Annexure UOS S1), One set of KYC document and NCIS (Initial Contribution) to be sent to CRA-FC. One set of KYC must be retained in the POP-SP with relevant entry in the register kept for the purpose. Consolidation of Forms (CAF) along with documents at the end of the day & submission to Facilitation Centre with covering letter. Duties of POP-SP Contd.. 1105.8

Covering letter to contain POP & POP-SP registration number with total number of applications attached in lots of max 50 per lot. Running serial to be maintained for covering letters. POP-SP should collect Acknowledgement ID for accepted applications or Rejection memo if the applications are rejected. It is the responsibility of POP-SP to communicate the subscriber about rejection & get new form filled up and re-submit to CRA_FC. On submission of application Ack ID should be collected. Registration receipt number to be used in PRAN field of Point of Sale for New registration transaction (since PRAN is yet to be issued). Duties of POP-SP Contd.. 1115.8

Post office (POP-SP) shall facilitate: Registration of Both Tier I and Tier II account Tier I Account only Service requests Tier II activation (for Tier I holder) Subscriber Modification (Form Annexure UOS-S2) Reissue of I-PIN, T-PIN (Form Annexure UOS-S2) Swavalamban Declaration (Form SW-1) Withdrawal request (Form Annexure UOS-S12) Re issue of PRAN card (Form Annexure UOS-S2) Shift POP (Form Annexure UOS-S6) Shift POP-SP (Form Annexure UOS-S5) Scheme Preference Change (Form Annexure UOS-S3) Photo/Signature modification (Form Annexure UOS-S7) etc., Duties of POP-SP Contd.. 1125.8

Subscriber applying fresh Tier-I and Tier-II account: Composite Application Form (CAF) Annexure UOS-S1 Tier II Activation: Subscriber who has been registered for Tier-I and issued a PRAN card: Form Annexure UOS-S10 to be used. Subscriber who has been registered for Tier-I and not issued a PRAN card: Form Annexure UOS-S11 to be used. Annexure NCIS for contributions (Tier I & II). Annexure S1 (Application for Allotment of PRAN) with Annexure UOS - S11 only. If PRAN is required in Hindi, the form Annexure UOS-SH1should be used. All the forms and covering letter are made available for download at www.indiapost.gov.in.www.indiapost.gov.in Forms used for various types of transactions 1135.8

Subscriber Modification, Reissue of I-PIN, T-PIN, Re issue of PRAN card (Form Annexure UOS-S2) Swavalamban Declaration (Form SW-1) Withdrawal request ( Form Annexure UOS-S12 ) Shift POP (Form Annexure UOS-S6) Shift POP-SP (Form Annexure UOS-S5) Scheme Preference Change (Form Annexure UOS-S3) Photo/Signature modification( Form Annexure UOS-S7 ) etc., Forms used for various types of transactions Contd.. 1145.8

Form presented is the one prescribed for the type of account. A colour photograph of size 3.5 X 2.5 cm. The signature should be inside the rectangle provided in the form. Date of birth to be validated by valid documentary proof. KYC documents (proof of identity & proof of address) to be checked. General Checks 1155.8

Annexure UOS-S1 application should not be accepted from an applicant who already holds NPS membership (Tier I). If the applicant is applying for Tier-II activation, copy of PRAN card should be collected. The Supervisor shall verify that the Subscriber name and address provided in application form is as per the KYC documents. Bank details are mandatory for Tier-II account and optional for Tier I account. Verification of forms 1165.8

Supervisor to collect a cancelled cheque from the subscriber in case of Tier II activation. Nomination: The percentage of distribution among nominees shall be integer number. Investment option should be provided. (if both investment option and asset allocation fields are left blank, the application will be treated as Auto Choice) The applicant to provide two copies of KYC documents. One set will be retained by the PO, and the other will be sent to designated FC. Verification of forms Contd.. 1175.8

Tier II Activation will be done by Nodal Office (CEPT, Mysore) Annexure UOS-S10 or S11, cancelled cheque and copy of PRAN card must be sent to nodal office for Tier II activation by email or by Fax. When Tier-II is activated, the PO shall forward such application forms along with supporting documents periodically to FC (within 15 days). The status regarding IRA compliance needs to be checked while accepting application for Tier II activation. Tier II Activation 1185.8

NPS Contribution Instruction Slip (NCIS) should accompany the application form. The following points should also be ensured: If the subscriber is a pre- Ist January 2004 Govt. Employee or other than govt employee, he/ she can contribute for both, Tier-I and Tier-II. If the subscriber is a govt. employee who has joined on or after 1 st Jan, 2004, they are mandatorily covered under NPS and he/ she can contribute for Tier-II only. In case fresh application for Tier-I or for Both Tier, the subscriber to select New applicant checkbox in NCIS form. Initial contribution processing at the time of registration 1195.8

Contribution may be through cash, cheque or Draft. The Cheque or Draft should be crossed in favour of Postmaster concerned. If the contribution is through cheque, transaction will be done after realization of cheque. Initial contribution processing contd.. 1205.8

Counter PA to fill following details in NCIS: PoP_SP Registration Number PRAN & Name of the Subscriber, Date/Time Receipt Number (contribution) Illustration: Amount received for Tier I (1) 500 Amount received for Tier II ( 2)1000 PoP Registration Charges (3) 100 PoP Transaction Charges (4) 20+20 Service Tax(as applicable) (5) 13+3+3 Amount Invested [(1+2)- (3+4+5)] (1500-159)= 1341 contd.. 1215.8

The receipt will be of 17 digits First 2 digits indicates service type. Next 7 digits indicates POP-SP regn. Number. Next 8 digits indicates transaction number. Receipt in duplicate : One to the customer. Other pasted to the NCIS form. Receipts 1225.8

PRAN shall be mandatory for all subsequent transactions. PO to accept NCIS from subscriber only after confirming following details : Subscriber PRAN w.r.t PRAN card, Name (As appearing in PRAN), Amount of contribution (Tier I & Tier II), Counter PA shall fill in details in NCIS, amount to be invested after deducting PO commission + service tax, handover the subscriber portion and retain the POP-SP portion at PO custody. Days transactions should be uploaded to ePayment Central Server without fail. Subsequent Subscriber Contribution 1235.8

Changes allowed Name Address Phone/mobile no./email ID Documents required Supporting documents + PRAN card copy No document required Subscriber servicing The following changes are allowed 1245.8

Subscriber bank details Preference for value added services, like email alerts, SMS alerts Change in nomination details Employment category Supporting documents +copy of PRAN card if IRA compliant, in case of Tier-II, copy of a cancelled cheque No document required Copy of PRAN card No document required Subscriber servicing 1255.8

Receiving of grievances against any POP-SP or any other NPS intermediary in the format prescribed and to forward them to CRA POP-SP can also log the grievances in Central Grievance Management System(CGMS) using I-PIN The grievance shall be resolved within 7 days Grievance handling 1265.8

NPS Nodal Office will segregate/process all transaction as follows Valid Transactions:- Details will be sent to Mysore HO (Biller HO) for effecting Payment to CRA Transaction pending for further validation: - Tier-2 contributions accepted by POP-SP against inactive Tier II A/c Nodal Office will make efforts to obtain required forms and update the CRA System. If the efforts proved futile, after 10 working days Nodal Office will mark them for refund. Invalid Transactions SR PM Mysore HO issue refund by service eMO to the subscriber C/o PM of the POP-SP. Processing of Transaction at NPS Nodal Office 1275.8

In respect of Initial Contribution for which PRAN is denied by CRA CRA-FC sends a rejection memo to the POP-SP (But information regarding rejection will not be available with NPS Nodal office or Biller HO). Refund can be initiated if subscriber submits written request to POP-SP with copy of POS receipt. POP-SP checks the genuineness with reference to rejection Memo and also checks whether PRAN is generated against the receipt number or not and forward the copy of requisition letter to their Divisional Head for Authentication. The original request application should be preserved in POP-SP along with other documents. If PRAN is denied by CRA 1285.8

The Divisional Head shall forward the copy of the Request letter to NPS Nodal Office in prescribed proforma with Recommendation/ Authentication for refund. On receipt of service eMO from Mysore HO, POP-SP shall collect the ORIGINAL PoS Receipt or a Declaration in lieu of receipt from subscriber and preserve with request letter and then effect payment If PRAN is denied by CRA Contd.. 1295.8

The transactions marked by NPS Nodal Office for refund will appear automatically at Mysore HO (Biller HO). The Sr. PM Mysore HO will book eMO in the Name of Subscriber c/o PM of the POP-SP concerned through automated process. The eMO will contain all information in its communication portion. For this purpose One bulk eMO remitter by name SRPM MYSORE HO (NPS REFUND) is created. The particulars will be made available in MIS. Refund Process 1305.8

End of NPS Chapter 1315.8

Exercise 5 1325.8

India Post Worldnet express 1335.8

Message from Secretary to the Govt. of India and Director General, India Post On launch of World Net Express, An India Post Deutsche Post cooperation initiative WorldNet Express, the new premium international air-express offered through the post offices in India, is a pioneering effort brought to you by Deutsche Post and India Post through a unique partnership. It comes with world-class features, which Deutsche Post and India Post take considerable pride in. India Post has served the country as a unique infrastructural facility for more than 150 years. We continue to be a dominant service provider to the citizens of this country, despite the decades that have passed by. The present partnership with Deutsche Post is the result of our intent and efforts to move with the times and offer new services that meet the demands of the current generation of customers. As India transforms itself to be globally competitive, it needs world class and reliable logistics services. WorldNet Express brings with it the strengths of two global giants in the postal sector viz. the reach, reliability and trust earned by India Post and the technology-backed delivery excellence of Deutsche Post. What this product achieves is to comprehensively link individuals, entrepreneurs and SMEs from all over the country, be it rural areas, the smaller towns or metro cities of India, with the rest of the world. WorldNet Express services are a packaged bundle of fast and reliable reach to more than 220 countries, an all India toll free customer care helpline, round the clock tracking facilities and free packaging solutions. This service enables Indian businesses to access world-class speed, reliability and technology and to reach out to global markets effectively from your neighborhood post offices. Radhika Doraiswamy Secretary to the Govt.of India Director General, Posts & Chairman, Postal Services Board Tel: (+91-11)2309 6060 Email: [email protected]@indiapost.gov.in Department of Posts, India Ministry of Communications & IT Dak Bhawan, Sansad Marg, New Delhi-110001 India Post presents WorldNet Express 1345.8

India Post & Deutsche Post 1355.8

Similarities India Post and Deutsche Post Owned by Govt. of India Ownership Owned by Govt. of Germany Reach 155,333 Post officesGlobal network 228 countries Trustworthy 1365.8

Public Private partnership Adapting Changes Govt Run Dept./Public Sector Unit Multinational Company + 1375.8

The Partnership for WorldNet Express International door-to-door express product co-owned by India Post & Deutsche Post India Post to accept parcels at computerized Speed Post Centers India Post to consolidate and hand-over express shipments at Deutsche Post Express hand-over points Deutsche Post will connect the shipments internationally just like any other express shipments Deutsche Post will provide Customer Service & Technology support to India Post & WNX Customers Pricing: Simplified Express Tariff Card for Walk-in Customers & contracts for India Post Corporate Customers 1385.8

India Post - WorldNet Express (WNX) Largest Coverage oDoor to door International Air Express for Documents & Parcels oDeliveries to 220 countries & 120,000 locations Fastest service oTransit time of 2-4 days Round the clock Tracking oToll free 1 800 2332 969 oWebsite oSMS Packaging oTamper proof o Weather proof 1395.8

Quiz Time Q 1. How many countries does WorldNet Express serve? Q 2. What are tracking options for WorldNet Express? Q 3. What is the transit times on WorldNet Express? 1405.8

1.Pricing a)Very high price b)Difficulty in calculating freight charges (zones, add-ons) 2.Process a)Only one postal staff trained on WNX software b)Only one PC available for booking per PO c)Difficult Booking Process d)Documentation formalities 3.Promotion a)No promotion b)Less visibility of WNX at Post offices c)No Brand awareness among walk-in customers Challenges Faced by WorldNet Express 1415.8

New Promotional Pricing Rs. 50 Incentive of each WorldNet Express sold Service Tax Extra Target Articles: Letters / Documents Low weight, non commercial parcels up to 5 kg Max. 50% Less On Entry Rates (Approx) 1425.8

1435.8

Target Customers : You will have to tell Small & medium Enterprises (who currently use local courier services) NRI Customers, Foreigners, Tourists, Students 1 2 Quality conscious customers willing to pay a premium 3 1445.8

Selling WorldNet Express : You will recommend Q5. I want to speak to someone regarding status of my parcel Ans : WNX Offers Customer Service Helpline - 1 800 2332 969 Q1. Articles which cannot be delivered by Speed post Ans : USE WNX as it covers 220 countries Q2. I have to send an urgent parcel (University Application, Company Tender, it is urgent) Ans : WNX Delivers within 2-4 days Q3. I want my parcel to reach safe Ans : WNX Offers weather proof & tamper proof packaging Q4. I want continuous updates on my parcel Ans : WNX tracking through Website & Phone 1455.8

1465.8