Department of Posts Change Network Meet

Transcription

2 Why are we here today? Objective of the Meeting today: To build connect with established Change Network and understand their progress so far and their challenges in the field. Outcomes, which will be achieved: This meeting will provide platform to Change Leaders and Change Agents: To get latest updates about the IT Modernisation project To understand what is changing? (Specific to CBS & PLI) To understand what s in it for me? (Specific to CBS & PLI) To gauge dedication and support required for future CAN activities To get acquainted with latest communiques To update CM Team on actions taken by CA/ CL on shared Communication Material To get next steps with respect to Communication Updates To brief CM Team on the challenges faced, limitations and issues and concerns 2

3 Meet Agenda Meeting Agenda Time Slot Chair Introductory Address 15 mins DPS /CPMG/CM SPOC Circle presentation Latest project status CM team detailed address: What is CBS? What s in it for me? for CBS 30 mins CM Team 45 mins CM Team CM team detailed address: What is PLI? What s in it for me? for PLI 45 mins CM Team Open Forum 30 mins CM Team 3

4 Project overview 1. Data Center Facility (DCF): Hosting the central servers at Primary Data Center & management of Disaster Recovery Center. 2. Network Integrator (NI): Provisioning of WAN for connecting the Post offices & other admin offices with the Data Center. 3. Mail office hardware (MOH): Providing 15,000 postman handheld devices & Hardware for Mail offices & TMOs 4. Rural System Integrator (RSI): Solutions relating to SDP, MGNREGS, emo & Integration of branch offices 5. Rural Hardware (RH): Providing the connectivity, hardware & Solar power panels to Branch Post Offices Infrastructure Rural ICT Solution 4 Solutions Change management IT Project to be implemented through 8 implementation streams, each being handled through multiple vendors 6. Core System Integrator (CSI): Solutions relating to Mails, Postal counters, Remittances, HR, F&A 7. Financial Services Integrator (FSI): Solutions relating to POSB and PLI 8. Change Management (CM) component for preparing the work force - both Departmental and GDS, apart from the officers for the complete change in Department s working after the implementation of the IT project.

5 Project status Contract Summarized Status Data Center Facility (DCF) I. Primary Data Center has been handed over with effect from 3rd April 2013 II. Detailed Engineering Design for DRC accepted by the Department III. Status of DRC : Site hand over likely by Feb 2014 Network Integrator (NI) I. Installation & commissioning of Primary DC Network, NOC Integration & Commissioning- Completed II. WAN migration & Roll out in progress (5000+ Locations reported completed) Core System Integrator (CSI) Rural System Integrator (RSI) Rural Hardware (RH) Mail Operations Hardware (MOH) Financial System Integrator (FSI) Change Management Status I. Implementation Plan- Submitted by TCS- Accepted by DoP II. Central Hardware Delivered III. Detail Design Document- Deliverable submitted, review in progress Project start date T dependent on the commencement of implementation phase of Rural Hardware project. Hence, presently on hold. Needs to go for Rebid Bid open and evaluation in process CBS - Rollout in Pilot locations in progress PLI Training in Pilot locations in progress In forthcoming slides 5

6 Program Status CBS Pilot training started from 23rd Dec 13; PLI training started from 6th Jan 14; CM 100 workshops conducted across India; 1 st Pre pilot location Go Live for CBS (Greams Road) happened on 16 th Dec 13 CSI Solution Design submitted to DOP CBS Solution accepted, Pre Pilot Training completed Network links deployed at locations Data Centre Operational, April 13 Project Kick Off at Directorate on September 12 6

7 Change Management activities update Initial Contact Awareness of Change Understanding of Change Positive Perception Commitment Change of Behavior Sustain Change Management Workshop CMW Cycle 1: 30 Workshops CMW Cycle 2: 30 Workshops CMW Cycle 3: 30 Workshops CMW Cycle 4: 30 Workshops Change Agent Network Identify Change Agents Mobilize and monitor Change Network Mobilize and monitor Change Network Stakeholder Management Stakeholder Analysis Cycle 1 Stakeholder Analysis Cycle 2 Stakeholder Analysis Cycle 3 Stakeholder Analysis Cycle 4 Communication Develop and deliver Communication Training Training Approach and Capacity Training schedule and coordination Training Effectiveness Evaluation Change Readiness Survey Cycle 1: respondents Survey Cycle 2: respondents Survey Cycle 3: respondents Survey Cycle 4: respondents Capacity Building Identification and documentation of new structures, roles, job descriptions Completed In progress Not yet started In progress, completion dependent on SI timelines 7

8 Training update (Period: Oct 2012 till now) CBS training for Tamil Nadu Pre Pilot locations completed at PTC Madurai 1 batch of User Champion/ Trainers training conducted from 21st to 26th October 1 batch of End User training conducted from 28th to 31st October Audit Training conducted on 07 th and 08 th November 1 batch of Executive Awareness training from 13th to 15th November Pilot trainings started for 7 circle - Karnataka, Andhra Pradesh, UP, Delhi, Maharashtra, Tamilnadu and Rajasthan circles from 23 rd December 2013 Lessons learnt from the Pre Pilot and Pilot training will be used to enhance training delivery PLI Pilot Training to start from 6 th Jan for Delhi Circle (Delhi GPO and IP HO) and UP Circle (Noida HO) Next trainings will be scheduled for the Mysore HO, Mumbai Central HO, Sirohi HO, Pondicherry HO and Guwahati University HO NI Training nominations initiated with 6 pilot circles; U.P, Rajasthan, Maharashtra, Karnataka, Tamil Nadu and Assam. Nominations have been received from U.P, Assam, Tamil Nadu and Karnataka Pilot Training for Assam Circle is scheduled for 27 th Jan

9 CAN Meet - CBS CBS Solution : Overview Things to know : CBS Finacle What s in it for me? - Benefits 9

10 CBS Solution Overview CBS is networking of branches, which enables customers to operate their accounts, and avail banking services from any post office on CBS network, regardless of where they maintain their account The customer is no more the customer of a particular post office. Thus, CBS is a step towards enhancing customer convenience through Anywhere and Anytime Banking CBS will have the following features which are not available in Sanchay Post: Real-time 24x7 processing capability, Centralized database, Availability of alternate channels, Capture of KYC (Know Your Customer) details, Adequate audit & inspection features and many more.. 10

11 Core Banking Key Features Ability to capture KYC related data Multi- language support Automatic transfer/credit/interest/maturity amount from SB/RD/TD/PPF etc. to any internal SB account or through ECS Multiple delivery channels Core Banking System generated mails/letters/requests/advice in case of maturity etc. Anytime- Anywhere banking 11

12 Core Banking Enablers Call Centres Post Office application Web- portal ATM Phone Banking Internet Banking 12

14 Key features of CBS Finacle Customer Information File (CIF) Unique ID for tagging customer information All accounts are associated with a customer across country under one CIF Enterprise Content Management System (ECMS) Infrastructure to capture and store scanned documents electronically Document stored is accessible at all location (having proper authority) Customer Interaction channels Call Center, Internet and Mobile Banking Signature Verification System (SVS) Upload and view photographs, signature and customer documents Risk based authentication Risk evaluation based on transaction pattern, location, device etc. Secondary authentication using One time password Deposit Modeling View of various scenarios of Term Deposit available at postal counter to help customer in selecting best option 14

15 Key features of CBS Finacle (Continued) Common Reporting System Using Management Information System (MIS) Agent portal Online interface for Agents Integrated with external and internal systems External Money gram, Western Union Internal Human Resource, General Ledger, Finance & Accounts User access management Centralized User access management policy Anti Phishing To enhance security of online transactions Recurring Deposit - Bulk Posting Process Agent can enter the amount deposited against accounts they service. Counter PA will verify the cash/ cheque deposits and post actual transactions (on same day before day end) 15

16 Key Features of CBS Unique Customer Identification File (CIF) Signature Verification System New Customer Interaction Channels Anti Phishing Risk Based Authentication Core Banking Solution Agent Portal Enterprise Content Management System (ECMS) Deposit Modeling Common Reporting System User Access Management 16 Integration with External/ Internal Systems (MoneyGram, Western Union, HR, GL, F&A)

17 How is it different from Sanchaypost Distributed Vs. Centralized Document repository Product parameters and their roll out User Id creation and Role based access control Patch management Menu driven vs. Short cut application Integrated with Other departments like treasury (dependent on CSI) English vs. Multilingual Field names (Data Entry in English only) Audit Log Circle Processing Centre (CPC) Central IT team 17

18 About Circle Processing Center (CPC) New Team for processing banking related operations which are not customer facing. One CBS CPC will be there for each Circle. Activities in CPC Account Opening Related KYC and AML compliance checks Existing CIF maintenance Existing accounts maintenance for account opening requests Enterprise Content Management System Physical document receipt, unbundling and segregation Scanning Uploading into content server Revert physical documents back to originating office for safe keeping 18

19 Document Processing at India Post Counter PA Counter PA Supervisor Counter PA Counter PA Customer comes to the PO Fills the AO form and submits KYC documents Counter person checks the form and submitted KYC Form is dully filled Legible Correctness of KYC docs KYC docs are in A4 size and single sided Counter PA will take specimen signatures On the perforated slip printed on the last page of AOF and cuts And pastes in the Blank Register/SS book Account is opened with minimal fields. All required documents are accepted and stapled CPC Supervisor checks in the fields entered by the counter person and approves it. Counter person creates the packet of stapled form and KYC documents. Post office Counter PA will mention the Account number and CIF ID on the account opening form All packets will be sent to CPC for scanning Counter person will generate report from FINACLE for CIF/ Accounts opened on the date. Report will be pasted on the bundle. Serial#, Account #, Account Name, SOL ID (6 digit PO ID + 2 digit Running Serial Number) KYC Status In case of multiple packets, report needs to be affixed on each packet separately with clear marking of forms enclosed in each packet. 19

20 Document Processing at India Post (Continued) CPC MTS MTS MTS PA Supervisor PA MTS MTS receives the bundle MTS Opens the packet MTS tally the forms PA checks the KYC, marks the incorrect/missin g ones and sends them to supervisor Supervisor verifies the forms objected by PA and handover them to PA PA updates the status of AOF in FINACLE and handover accepted ones to MTS MTS prepares the batch of accepted AOFs. Documents are stapled. Separator sheets are placed with filled side on top. Export to Filenet repositories along with tagged Metadata Batch files created for upload 1. Data upload 2. Image (signature, Maker photo) upload 1. Image correction 2. Page Identification 3. Image extraction 4. Data correction Document references uploaded via batch files Checker Verified images 1. Verification are uploaded to Datacap During upload Account is completed in domain application by referring physical documents. Supervisor checks the updates in Finacle and Supervisor accept the change PA PA checks the quality of images and rescan if required. PA handover the bundle to MTS PA Rescanning Scanning MTS removes the separator sheet and staple it back 20

22 Key benefits of CBS Distributed accountability Increased efficiency in tasks Faster Processing Increased Transparency of actions Reduced Human Errors Uninterrupted work environment Efficient Customer Services Shorter queues at counters DoP Employees Improved Forecasting and Target Planning Manage fraud better Faster roll out of products and policies Improved Monitoring and Tracking 22

23 Counter Assistant/ Supervisor : What s in it for me? (1 of 2) CBS Increased efficiency in tasks Automatic interest calculation Automatic Report generation Agents module(automatic disbursement of commission) RD Bulk posting Unique ID for each agent with details available in system Automatic credit of commission to agent acc. All scheme details available on single click Information available for better task planning Shorter queues at counters Internet banking to customers ATM for cash withdrawals Call centers for enquires E statements, notifications alerts on Fast access Capture details of standing orders Unique Customer ID mapped against all accounts owned by a single customer Refined search criteria ; Shorter response time for data retrieval 23

24 Counter Assistant/ Supervisor : What s in it for me? (2 of 2) CBS Reduced Human Errors Auto renewal of term deposits in absence of customer instructions Calculation logic is in built in the system Automatic interest calculation to accuracy level till months and dates Automatic calculation of charges for late payments of installments Audit Reports/ Alerts/ Control Fraud Role based authorizations (eg. Information can be altered only by authorized person) Suspended customers details coming from AML available on CBS Register of Duplicate certificates issued Provision to place holds / restrictions on accounts or funds within an account with authority as per the requirements of the PO. SMS and alerts about financial transactions Provide improved customer service Centralized update of all new rates, and policies like changed forms, required documents etc. Single answer to customers at all counters across all post offices All customer related information available at single screen 24

25 Inspectors : What s in it for me? CBS Audit Reports/ Alerts/ Control Fraud System will quickly detect emerging patterns based on a relative sample of Fraud Management activities Real time Fraud Management Monitoring Detect patterns across all data for enhanced correlation of Fraud Management activities Reduced risk of disclosure of authentic data Effective Tracking and Monitoring 24*7 access to reports anytime anywhere, robust and prompt decision making Report to help monitor the outward cheque details Real time view of GL balances View of pending work items Target Management Ease in monitoring, future projections, customer wealth and unseen Fraud Managements Report showing no. of live accounts in Small Savings Schemes - scheme wise 25

26 Post Masters : What s in it for me? CBS Monitoring and Tracking Monitoring and tracking of pending requests Easier tracking of accounts and transactions Reports on: pledged certificates and released certificates forfeited certificates List of Certificates issued and discharged Daily Unsold PO Cash Certificates and many more. 24X7 access to reports online Forecasting and target planning List of accounts of Pre mature closure, year wise for in each category Details of monthly/quarterly interest payable to customer/ Counter Staff payments 24X7 technical support Audit Reports/ Alerts/ Control Fraud Real time Fraud Management Monitoring Provision to revoke restrictions on an account (hold, lien, freeze.) as per DoP policies with appropriate authorization 26

27 System Administrator : What s in it for me? CBS Increased efficiency in tasks No software patches at local office level: centralized automatic update Secured data through encryption,firewalls, restricted access Lesser queries from employees Dedicated Helpdesk for employees 24X7 technical support Network Efficiency Solution to support on low bandwidths also Primary and secondary network lines Easy transfer of data from sanchay post Easy tracing of old accounts to new accounts during migration/ interim period through mapping. Migration of Existing Accounts & Certificates from Sanchay Post branch to CBS environment 27

28 Divisional Heads : What s in it for me? CBS Improved Forecasting Help in forecasting of real time cash requirements Audit Reports/ Alerts/ Control Fraud System will quickly detect emerging patterns based on a relative sample of Fraud Management activities Detect patterns across all data for enhanced correlation of Fraud Management activities Monitoring and Tracking Consolidated reports on Ho wise views Improved Target Planning HO and SO performance views in reports 28

29 CAN Meet - PLI PLI Solution : Overview Things to know : PLI What s in it for me? - Benefits 29

30 Current Scenario: New Policy & Policy Servicing Customers NIC Circle/ Division Office Head Post Office Policy Related Documents Policy Related Documents Sub Post Office Agent Customer BPM Branch Office 30

31 Vouchers Vouchers Current Scenario: Premium Payments NIC Circle/ Division Office Vouchers Premium Schedules Meghdoot Head Post Office Customer/Agent Meghdoot Sub Post Office Customer/Agent Branch Office Customer 31

32 To Be Scenario ECMS Circle/ Division/ Region Office Customers Approvals License, Leads, New Business, Commission Head / General Post Office CPC Agent Portal Counter Customer Portal Call Centre BPM Handheld device 32 Customers

34 Key Features of New PLI System Unique Customer ID Lead Management System New Customer Interaction Channels Effective Agency Management New PLI System New Modes of Premium Payments System alerts for premium due, premium maturity etc. Customized Report Generation Integration with Enterprise Content Management System (ECMS) 34 Audit trails across the transactions

35 New Systems Enterprise Content Management System ECMS will be used for storing soft copies/images of documents supporting policy creation Will enable tagging of policy documents to the unique customer ID Capability to track and store electronic documents and/or images of paper documents Support document flow, version-control, review and approval of policies & claims, storage and retrieval, medical records, audit logs/trails, alerts Ability to restrict different levels of access to the documents to the users, depending on their profiles and the functionalities assigned to the users 35

36 Central Processing Centre(CPC) New team responsible for issuing new policy and processing service requests 800+ CPCs located at Head Office and General Post Office, resulting in more processing centers Data entry and Policy Servicing requests of Customer, received from various channels Key Activities performed by CPC Printing and dispatch of New Policy Documents Scanning of documents like Proposal Forms, Claim Forms, Loan Application forms etc using ECMS Physical receipt and storage of all document and vouchers 36

37 New Roles in CPC CPC In charge Responsible for CPC operations; approval of new policy and claims within financial limits; approval of non-financial transactions. Supervisor Quality checker for new policy, policy servicing, claims. Data Entry Operator Verification of scanned documents in ECMS; data entry of unpopulated details; coordinating with POs and customers for any additional documents if required. Document Scanner Scanning and storing of customer documents. Receipt and dispatch of documents to and from customers and POs. 37

39 Key benefits of New PLI System Faster and easier way to work Shorter Queues at counter Single view of all services\products owned by the customer Easy availability of information Improved Customer Service Reduced Errors Reduced dependency Easier Agent Management Faster Decision Making New Investment options for the customer- ULIPS Reduced transfer of physical files Easier launch of new Products Increased sales and business development Increased sales opportunities 39

40 Counter Assistant /Supervisor : What s in it for me? Shorter queues at counters New customer interaction channels: Internet, Call Center, Mobile Devices Online premium payment, claim requests, policy revival, nomination, change of customer data, loan request, loan repayment, surrender, request status tracking New policy, Claims and Policy servicing requests at call center Online availability of Policy Features & Benefit Illustrations Customer can download forms/brochures from customer portal Alerts generation through system for various Insurance transactions like premium payments, policy maturity etc. Customer can view his policy/ledger statement online Faster and easier way to work Online access to customer details Unique Customer Identification for every customer Single view of all policies/loans of a customer System generated List of Transactions(at Day end) integrated with Meghdoot 40

41 Office Assistant at CO/DO: What s in it for me? Data entry done at SOs and BOs New Policy requests, policy servicing and claims processing done at CPC Reduced Workload Online availability of information related to all policies Automated commission processing Ability to update details of multiple Agents at one time Faster and easier way to work Online availability of all customer documents Online steps and approval of claim investigations, policy servicing, surrender etc. Checklist functionality in the system: will check if all the required documents and information have been submitted or not 41

42 Field Officer / Direct Agent: What s in it for me? Increased sales opportunities Improved customer service Faster policy issuance Reduced time for loan processing, claims settlement, survival benefit Reports to help improve premium collection Agents get renewal notices before maturity of the policies they own Easy availability of information Single view of every customer through Unique Customer ID Online tracking of Planned and Achieved targets, for self Online availability of Policy Features & Benefit Illustrations Ability to download Brochures, Sales material, Proposal forms, claim forms, policy servicing forms, from the Agent Portal Online view of customer s Policy/ledger statement continued 42

43 Field Officer / Direct Agent: What s in it for me? Accurate and faster Commission Payments Automatic calculation of commissions and incentives Faster and easier way to work Inbuilt system checks to reduce errors in data entry Customer leads (Potential customers) assigned to agents SMS and alerts sent to agents on Expiry of Agent s license Renewal notices before the maturity of policies Agent not achieving predefined targets 43

44 Development Officer: What s in it for me? Increased opportunities for Business Development Lead Management System(LMS) will provide following capabilities based on customer characteristics and needs Report of opportunities to sell different products to existing customers Report of opportunities to sell higher value products to existing customers Better Target Achievement Improved customer service due to faster policy issue and service Reports to help improve premium collection Faster and easier way to work Single view of every customer through Unique Customer ID LMS will enable online tracking and monitoring of leads 44

45 Supervisors at CO/DO: What s in it for me? No physical file handling Online Approvals Faster processing Easy storage and retrieval of product and policy related documents Ability to assign/reassign tasks to CO\DO staff based on workload Reduced errors Inbuilt checks for payments received, prior claims, limit checks etc. Reduced workload All approvals at CO/DO will be done online Reduced dependency Audit logs to track transactions and workflows 45

46 Division Head: What s in it for me? No physical movements of files/hard copies Online Approvals Faster and easier way to work Reduced policy issuance time due to movement of policy and service processing to Head Office and General Post Offices Easier launch of new products, across all post offices at the same time Reduced Workload All approvals at CO/DO will be done online Reduced dependency on HOs for information gathering Faster Decision Making Reports will provide a complete view of the work, across the division Reports for routine operations at various PO, HO, DO, RO, CPC levels Special reports that cut across various units, time periods and functions 46 continued

47 Division Head: What s in it for me? Provide improved customer service Faster policy issuance Reduced time for loan processing, claims settlement, survival benefit Better grievance management Increased opportunities for Business Development LMS will help analyse the overall return relative to cost, by capturing customer response to a marketing campaign LMS will provide capabilities to Assign, Monitor and Track leads Easy to monitor sales across Post offices using MIS and Dashboards 47

48 System Administrator: What s in it for me? Easier launch of new Products Deployment of all products on a central server No software patches at local office level: centralized automatic update Secured data through encryption,firewalls, restricted access Lesser queries from employees Dedicated Helpdesk for employees 24X7 technical support Network Efficiency Solution to support on low bandwidths also Primary and secondary network lines 48

50 Communication - Next Steps Leadership (100) CM Workshops & CAN Meets (1600+ Change agents and leaders ) Stakeholder Workshops (800+ officers and staff touched) Facebook page (Two way communication with Change Agents/Leaders(1500+) System Administrators (1935 +) Inspectors (450 + ) Townhalls ( 40 Senior Officers at Dak Bhavan) Unions ( 3 Federations) CM SPOCS and Divisional Heads (500+) Direct Channels Change Management webpage on India Post website isation_cm/ Internal websites (Project Arrow, PTC Mysore, FTP) s ( ids to reach all levels till Group C) PTCs/PSC Change Meets/Townhalls Change Readyness Survey (20000+) Union Websites and Blogs (GDS Union - 13 lakh hits per year; NFPE/FNPO 2000 hits per day) Union Newsletters (15000 monthly) LCD Screens at HO Other DoP Facebook pages ( members) Indirect Channels Communication effectiveness Survey has shown that awareness has increased, also identified gaps in awareness 50

51 Change Management Webpage To view the webpage, click Employee Corner of India Post Website or go to Click here for Detailed Information on IT Modernisation Project Frequently asked questions on Project, Solutions and others Click here to view Natkhat Mithoo Video Information on the Change Management Team and contact details 51 Training related information Play to view the Introductory Video on IT Modernisation Project

53 Change network Survey 1 : Snapshots Survey was launched to 829 change agents and leaders 258 out of 829 (31% participation) responded to survey Key Highlights Over 900 change agents connected via social media and Facebook Surveys to report change agent activities across circles Survey till now reported cover almost staff 258 change network communicated to 28,029 Stakeholders across 10 circles 53

54 Expectations from Change Agents / Change Leaders To spread communications with your peer and subordinates Host Awareness meeting on IT Modernisation Project Share Communication Material further Ensure that the communication is shared down till GDS level Take the print out of Communication Material and put into account bags Meet with maximum number of GDS To lead and drive the change Conduct workshops/ meetings to know the issues related to IT Modernisation Project and address them. Be the means to know the pulse of the organisation To provide feedback on the effectiveness of communication material To provide feedback on the channels utilized 54

55 Open Forum Discussion Challenges you face as a change agent Issues and Concerns highlighted by employees 55

58 New Systems Lead Management System Lead Management System will enable possibility of lead generation and tracking. Lead is an opportunity of getting new business from customers Lead details will get recorded in the system through Call centre Customer portal Campaign Leads will be assigned to Agents while these are generated from Call Centre and Campaign. While the leads from customer portal will be assigned to agents by operations officer (DDM in Divisional Office) Agents will be able to see the leads assigned to them. Benefits: Online workflows to track and monitor the leads Analyse Agent Productivity and turn around time Opportunity Tracking Track campaign effectiveness 58

59 New Systems Agency Management System(AMS) AMS will assist the DoP employees to manage day-to-day transactions with Agents like view agent database to assign leads monitor sales and premium collected ability to generate agency performance management reports. Following processes will be handled in AMS: Agent Profile Creation and maintenance Agent Recruitment Agent License update and Renewal Agent Termination Agent Commission Calculation Agent Commission disbursement through EFT/Cheque Agent s Training Agent Performance Target Setting, Management & Measurement 59