To
Ms Anjali Devasher
Member (Postal Life Insurance)
Postal Services Board,
Dak Bhawan, Sansad Marg
New Delhi-110001.
NO : AU/A-3/PLI-RPLI Dated at
Kolkata -12, the 19-08-2013.
Sub: Appeal for conversion of Circle Administrative offices as Central
Processing Centres.
Ref : Letters of even no. dated 08-07-2013 &
22-07-2013.
Respected Madam,
This has the
reference to our discussion relating to the matter mentioned above in your
chamber on 02-08-2013, just after the discussion held in the committee room on
02-08-2013. Many many thanks and gratitude to you for your hospitality and
giving us a patient hearing.
We have tried our
best to make you aware of the facts. As per our discussion, we are giving a
detailed note for favour of your kind perusal.
The idea of
decentralization of PLI/RPLI work came into picture on 01-06-2003 under CGM DO.
Letter no. 29-12/2001-LI Dated 09-05-2003 wef 01-06-2003 wherein it was ordered
that PLI & RPLI work relating to marketing, processing of PLI proposal,
issue of acceptance letter and despatch of Policy documents,, premium receipt
book would be decentralized from Circle & Regional offices leaving after
sales services intact for the Circle/Regional offices.
Subsequently, the
same decentralization order was rolled back under Directorate’s another order
no. 29-12(2001-LI)(VOL-II) Dated 02-05-2005 with the opinion that, “The Scheme
of decentralization did not yield the desired results even after two years of
its implementation, mainly because we could not make provision for man power
and hardware for the Postal Divisions”.
In the year 2006,
the same was ordered again to be implemented in the name of providing better
services to the customers and reducing the pendency.
Thereafter some
other orders came into picture and accordingly decentralization process of
PLI/RPLI work gathered momentum in different Circles in a scattered manner.
On 14-03-2008, PLI
Directorate in a meeting reflected their intention stating that,
“Decentralization of Operational procedure, Administrative/Financial power and
Modernization is the world wide phenomenon for reaching nearer to the customers
for better after sales service”. In this connection NDC (National Data Centre)
was formed and on 28-08-2009 Department expressed their views that, “Department
wants to provide on line facilities to customers like other insurers”.
In this context, it is relevant to mention
that the Unions and Postal JCA always opposed such idea of decentralization and
other courses of actions without building the required infrastructures at the
vast grass route level. Ultimately, such unilateral actions led to staff
resentment in different Circles culminated into the call of Nationwide
indefinite strike wef 13-07-2010 by NFPE & FNPO wherein in the charter of
demands, “Role back of the decentralization of PLI/RPLI work and augmentation
of staff by filling up of vacant posts” was one of the major demands of Postal
JCA.
Department in a
call attention letter addressed to all the Chief PMGs commented that, “with
excellent business in PLI/RPLI, the insurants are to be serviced properly. For
this purpose, it is important that Service Centre is near to their residence
location. Hence, settlement of claim needs to be decentralized and this should
be settled at the Divisional level”. But this item remained unsettled.
Consequent upon
that unsettlement, in the wake of another Postal Strike call wef. 05-07-2011,
the issue of decentralization was again incorporated in the charter of demands.
As a result, the issue was discussed in the meeting of 01-07-2011 with the then
CGM(PLI) where Postal JCA vehemently opposed the idea of decentralization but
to our utter surprise, it was noticed that a DO. Letter bearing no.
25-1/2011-II Dated 06-07-2011 signed by CGM(PLI) ordered for decentralization
of the works of maturity claims upto Rs 5 lakhs, sanctioning of Loans and
revival of the policies to the Divisions, even before the minutes of the
meeting of 01-07-2011 was circulated (on 14-07-2011). The minutes of the meeting
dated 01-07-2011, however did not reflect our views. We strongly objected
against the distorted version of the minutes. Honestly to say, no iota of
information regarding the decentralization of even PLI/RPLI “after sales” works
were even hinted in the said meeting of 01-07-2011.
Inspite of the
strong opposition of the Postal JCA, the Department decided to go ahead with
this item of agenda of decentralization. Although, some orders were issued that
the officials of PLI branch should not be diverted to any branch of the CO/RO,
rather they should be assigned with other productive jobs. When another call of
strike was given by the Postal JCA wef. 17-01-2012, decentralization of
PLI/RPLI again became the item of agenda
in the charter of demands.
As a result, Postal
Services Board, under the Chairmanship of Secretary (Posts) held a meeting with
the Postal Joint Council of action on 10-01-2012 & 12-01-2012 and in the
minutes of the meeting against this item, it was agreed that, “the request of Staff side to permit the
Circle/Regional office branch of PLI to accept, process & service the
policies relating to their Head Quarter cities where they were located was
accepted to”. Even the meeting of 21-05-2012 and in the meeting of the
Departmental council dated 28-12-2012 taken by the Secretary (Posts), Dte.
upheld the same view which was circulated on 27-01-2012 and again on 28-06-2012
by issuing orders by PLI Directorate.
Thus, the problem of
decentralization of PLI from COs & ROs was solved partially and grievances
thereof, was neutralized to some an extent by the agreed decision of the Postal
Directorate “to permit the Circle/Regional offices branch of PLI to accept,
process & service the policies relating to Head Quarter cities where they
were located was accepted to”.
When the problem of decentralization of PLI
works seemed to have been solved and the ball started rolling on the track, a
DO letter issued in the month of February-2013 by the Chief General Manager,
PLI Directorate addressing all Chief PMGs by name in the name of India Post-Project-2012
changed the whole scenario. In the said DO
letter it was communicated that 8 Head Post offices in 7 Circles , i.e,
Rajasthan, Delhi, Assam, Karnataka, Tamilnadu, Maharashtra and Uttar Pradesh
would be brought under the Pilot Project. It has also been hinted that the rest
of the Circles would be rolled out in early part of 2014 as part of phase-II.
It was also mentioned that case files of PLI & RPLI should be segregated
Head Post office wise (PAO wise) and those HPO would be called as Central
Processing Centres. Subsequently, DO letters of CGM(PLI) dated 26-06-2013 and
08-07-2013 added further momentum.
Incidentally, it is relevant to mention
that this issue was neither discussed in the meeting of “National Postal
Policy-2012” on 01-01-2012 nor even in the meeting of India Post IT
Modernization Project-2012 or recorded any where-in no other meeting or
discussion of any forum. Decentralization of PLI works to the Head offices
instead of Divisions, was discussed and the whole exercise was done, keeping
the staff side and Postal JCA in the dark and even violating the latest
provision of “Post Office Life Insurance Rules-2011” wherein the divisions are
empowered along with COs & ROs to deal with the PLI/RPLI matters. What is
more surprising and doubtful that our independent dealing with the PLI/RPLI
matters are being done by the Infosys and this reveals our apprehension
communicated through NFPE letter no. NFPE/NPP2012/GENL/2012 Dated 01-10-2012
that the National Postal Policy is inclined to give “maximum patronage to the private
sector”. We do apprehend that this will cause leakage and transfer of our
insurants data and business secrecy to the private company like Infosys.
PLI Directorate
explained two objectives for decentralization of PLI/RPLI claims, acceptance of
proposals and servicing.
(1)
“Decentralization of operational procedure, Administrative, Financial Powers
and Modernization, is the worldwide phenomenon for reaching nearer to the
customers for providing after sales service”.
(2) “With excellent
business in PLI/RPLI, the insurants are to be serviced properly. For this
purpose, it is important that the service centres are near to their residence
location.
This arguments as
it appears to us, may not be a valid ones and not relevant due to the following
reasons.
Socio
– Economic Structure of India & its comparison in the Light of
International Perspectives
Decentralization in
the light of worldwide perspective like population, density of population,
urban population as percentage to total population and Human Development Index
and Quality of Life comparison, can clearly indicate that India should have its
own independent principles. When USA, UK, Germany, France, Italy, Japan &
Australia are having urban population varing between 67% to 89.1%, India is
having just 30.1% urban population and 69.9% people are living in rural areas,
within the ambit of 640867 villages. Bad condition of roads and poor
connectivity with towns and worsening conditions of villages, are the major
constraints for development.
Many State Capital
cities of India like Hyderabad, Bangalore, Kolkata, Mumbai, Patna,
Bhubaneshwar, Gandhinagar, Chandigarh, Chennai, Lucknow, Jaipur etc, are
gleaming with flood lights and high rise & palatial mansions, but just a
few miles away, the back roads of those cities, are filled with pot holes and
even short distances can take hours by car. Women labor on the roads breaking
stones by hand. The landscape is dotted with lone man ploughing the dusty
fields with oxen. At roadside stalls, shopkeepers sell biscuits and tea. This
is the most typical scene in India, where much of the population is still
illiterate and fighting for survival.
INDIA’S
POSTAL NETWORK
Out of 1,54,822
Post offices throughout the country, number of Departmental Post offices is
25,444 and that of Extra Departmental Post office is 1,29,378. Another point is
most important that, the number of urban Post offices is only 15,736 (10.16%)
and that of Rural Post offices is 1,39,086 (89.84%). Although, so many steps
are being taken like installation of modern gadgets to improve Public Service
Delivery in the Rural Post offices yet it would take a long time to achieve the
objectives. Morecver, some other striking points are there
(a)
On an average 7,817 people are served by a Post office; 5,990 people in Rural
and 23964 people in Urban areas.
(b)
Total number of villages in India as per Census of India 2010, is 6,40,867 &
that of towns is 7,935 (Source: Book of Information 2010-2011)
Taking
Towns and Villages in India, We require to serve 6,48,802 places, whereas we
are having only 1,54,822 Post offices & we are still to fulfill our Postal
Network in the vast areas of 4,93,980 places.
Considering our
socio-economic structure and prevailing Postal Network, it may take many
decades “for reaching nearer to the customers” and our dedicated objective “to
provide service centre near to their residence location”, is a utopian dream.
So, the consultancy or personnels under whose advice we have been moving with
the idea of “Decentralization of PLI/RPLI” may throw our PLI/RPLI business in
great danger.
Comparison
With Life Insurance Corporation of India.
On occasions, it is
said, that we are following LICI Model. LICI is having 2,048 number of
branches, 3,500 Service Centres, 8 Zonal offices, 113 Divisional offices, 54
Customer Zones, 25 number of Metro Area Service Hubs, Agency force of
12,78,000, 242 Corporate Agents & 1.2 lakh work force to deal with 30 crore
Insurance policies.
Life Insurance
Corporation of India (LICI) is doing only Insurance business, whereas
Department of Posts is doing Mail business, Business Development and Marketing,
E Post, Speed Post, Media Post, EPP, Logistic Post, Various SB & SC work,
IMO, Retailing, Mutual funds, MGNREGS, Postage stamps, other Postal Services in
subsidized rates to the people of INDIA and Insurance business of 2 Crores of
policies, out of which 1.5 Crore RPLI policies & 50 lakh PLI policies. LICI
with its core group staff of 1.2 lakh are serving exclusively for 30 Crore LIC
policies, whereas, in the Department of Posts, with only 1200 (approx) core group
of work force, PLI & RPLI policies were being serviced until recently.
Taking LICI comparison into account, we should have a core group of work force
of at least 8000 personnels exclusively engaged for PLI/RPLI policies and 85000
Agency force in our Department of Posts against 2 crore of policies. When LIC
is opened to all Sections of people, PLI is confined to Govt. Sectors Policy
and its PSUs. Rural Postal Services (RPLI) was introduced in 1995 by DOP and
not a single man power has been provided till now. Moreover, frequent change in
the decisions by the PLI Dte. like decentralization, then centralization and
thereafter again decentralization to Divisions and then Shift into Head POs
have damaged the steady growth of our Insurance business.
Circle & Regional offices
have been running with huge shortage of staff and new recruitment for the
Circle administrative offices (COs/ROs) are still pending with the DOPT
although the advertisement for filling up of Posts for PAs/SAs has long been
done and even, examination has also been completed long ago.
Thus, in spite of
all such constraints, it has clearly been established that Circle &
Regional office staff including DPLI office, Kolkata have exerted their best
efforts for steady growth of PLI/RPLI business since 1954. From 1.29 lakh policies in 1954
– 55, we have now reached to 2 crores of policies in 2011-12 and an amount of
Rs 21000 Crores we have earned in r/o PLI/RPLI and received from Ministry of
Finance as net corpus in November-2009 for investment in Govt. Securities.
These facts, as
explained above are indicative of the immense contribution made by COs/ROs and
DPLI office, Kolkata in the fields of PLI/RPLI for nearly six decades. But from
the recent developments through the DO letters of CGM(PLI) it appears to us, that we are being kicked out of the main
stream of PLI/RPLI business in spite of our years long dedicated service
through our sustained efforts. This is very painful for us, as it reminds us of
a rare Indian family where children kick out their parents after being brought
up and firmly established in the society.
Moreover, from
economic point of view centralization of PLI works to the Circle & Regional
offices will definitely be less expensive and will render much and much complications-free
after sales services to the Insurants.
Madam, these are
points of argument in a nutshell. In the light of our detailed arguments with
presentation of facts, we are of strong view that all the 22 COs & 37 ROs
as well as the DPLI office, Kolkata, totalling 60 more offices, at least need
to be converted as “CENTRAL PROCESSING CENTRES” for steady growth of PLI
business, utilizing this stable infrastructure and skilled work force with
expertise knowledge alongwith other HOs. We do believe, that the software can
definitely act according to the desire of their masters and hence we propose
that all the CO & RO branches of PLI throughout the country should be fully
empowered to accept process & service all the PLI policies relating to
their Head Quarter cities where they are located and consequent upon that all
the PLI works which are being done and proposed to be done by the Divisions/HOs
located in the respective Head Quarter City jurisdictions of COs & ROs,
should immediately be transferred to COs & ROs.
Therefore, we make
an earnest appeal to you to re-consider the decision in that light and the
agreement that was reached in the meeting of 10-01-2012 & 12-01-2012 “allowing
the CO & RO branches of PLI to accept, process and service all the PLI
policies relating to their Head Quarter Cities where they are located”, is also
amicably honoured.
We are eagerly
waiting for a positive decision in this regard and waiting to meet you while
visiting Kolkata at your convenient time.
With respectful
regards,
Yours
faithfully,
(Pranab Bhattacharjee)
General Secretary
where is the skilled work force.
ReplyDeleteSkilled workers can be had from KUMARTULI in Kolkata where images (protima) are being made.
ReplyDeletewithout identity no anonymous comments, we feel need to be replied,as for comments also, we require expertise knowledge.---ADMIN UNION,NFPE CHQ.
ReplyDelete