**Executive Summary:**
This document summarizes the Indian government's response to questions regarding the digitalization and improvement of postal services in India. It outlines steps taken to modernize the postal system, enhance accessibility in rural areas, and the impact of digitalization. Financial assistance allocated to the Maharashtra Postal Circle for the fiscal year 2025-2026 is also detailed.
**Key Points / Main Content:**
* **Streamlining and Improving Postal Services:**
* The Post Office Act, 2023 (effective June 18, 2024), replaced the 1898 act, focusing on digital governance and service delivery.
* The Mail Network Optimization Project (MNOP) was introduced, adopting a hub-and-spoke model.
* Real-time tracking is available for Speed Post, Registered Post, and Parcels via a mobile app and SMS notifications.
* Electronic clearance of letter boxes and GPS tracking of departmental vehicles have been implemented.
* Online booking facilities are available.
* The parcel network has been strengthened with 188 Parcel Hubs and 234 Nodal Delivery Centers.
* A Parcel Packaging Policy has been implemented with 1408 Parcel Packaging Units.
* 450 Post Office Passport Seva Kendras (POPSKs) have been established.
* Aadhaar services are operational at over 13,352 post offices.
* **Accessibility and Credibility in Rural Areas:**
* India Post Payments Bank (IPPB) was launched in 2018 to provide digital banking services through 1.64 lakh Branch Post Offices.
* 1.90 lakh Postmen and Gramin Dak Sevaks (GDS) are equipped with smartphones and biometric devices.
* Real-time delivery updates are facilitated through a mobile app.
* Digital products like eMoney Order and ePostal Order are available.
* Aadhaar camps are organized in schools and panchayat ghars.
* Partnerships have been formed to provide doorstep financial verification services.
* **Impact of Digitalization:**
* The Information Technology Project 1.0 computerized Post Offices with Core System Integrator (CSI), Core Banking Solution (CBS), and Core Insurance Solution (CIS).
* DARPAN (Digital Advancement of Rural Post Offices for a New India) devices were supplied to Branch Post Offices.
* IT Modernization Project 2.0 (IT 2.0) has been approved.
* **Financial Assistance to Maharashtra Postal Circle (FY 2025-2026):**
* BE Non-Scheme: Rs 5,285,0001 thousands.
* BE Scheme: Rs 366,436.83 thousands.
**Impact Analysis:**
* **Citizens:**
* Impact: Improved postal services through digitalization, better tracking, and enhanced accessibility, especially in rural areas, for both postal and financial services.
* Action Required: Utilize online booking, tracking facilities, and digital financial services offered by the postal department.
* **Postal Employees (Postmen, Gramin Dak Sevaks, and other staff):**
* Impact: Enhanced tools for service delivery (smartphones, biometric devices) and new procedures for mail processing, increased efficiency and transparency.
* Action Required: Adapt to new technologies, implement new procedures for mail processing and financial services, and participate in training for new systems.
* **Department of Posts:**
* Impact: Modernized infrastructure, streamlined operations, and improved service delivery through digitalization and process optimization.
* Action Required: Implement and manage IT projects, ensure effective use of new technologies, and monitor service quality and efficiency.
* **India Post Payments Bank (IPPB):**
* Impact: Expanded reach for digital banking services through Branch Post Offices, contributing to financial inclusion in rural areas.
* Action Required: Collaborate with the Department of Posts to deliver digital banking services effectively and promote financial inclusion.
Key Entities Referenced
Department of Posts: A department under the Ministry of Communications, Government of India, responsible for postal services.
The Post Office Act, 2023: A law that replaced the Post Office Act of 1898, focused on digital governance and service delivery transformation.
Mail Network Optimization Project: A project by the Department of Posts adopting the hub-and-spoke model for modernization of sorting and mail processing facilities.
Post Office Passport Seva Kendras: A program to enhance access to passport services across India through post offices.
India Post Payments Bank: A payments bank launched by the Department of Posts in 2018 to provide digital banking services, particularly in rural areas.
Gramin Dak Sevaks: Postal employees equipped with smartphones and biometric devices to deliver financial services in rural areas.
Information Technology Project 1.0: An initiative by the Department of Posts to computerize and digitize post offices.
Maharashtra Postal Circle: The postal circle responsible for postal services in Maharashtra, India.
GOVERNMENT OF INDIA
MINISTRY OF COMMUNICATIONS
DEPARTMENT OF POSTS
LOK SABHA
UNSTARRED QUESTION NO. 518
ANSWERED ON 23RD JULY, 2025
DIGITALISATION OF POSTAL SERVICES
†518. SHRI SANJAY HARIBHAU JADHAV:
SHRI ARVIND GANPAT SAWANT:
Will the Minister of COMMUNICATION be pleased to state:
(a) the steps taken/being taken by the Government for improvement in postal services in the
country and if so, the details thereof;
(b) the steps taken/being taken by the Government for accessible postal services in the country
particularly in rural areas and if so, the details thereof;
(c) the urgent steps taken by the Government for streamlining the postal system in the country
and ensuring its progress;
(d) whether digital system has any impact on it along with details of achievements made by the
Government regarding digitalisation of postal services and if so, the details thereof;
(e) whether the Government is formulating any special scheme for making postal services
accessible and credible in rural areas and if so, the details thereof and if not, the reasons therefor;
(f) whether any financial assistance is proposed for the post offices of Maharashtra in the budget
of year 2025-26; and
(g) if so, the details thereof and if not, the reasons therefor?
ANSWER
MINISTER OF STATE FOR COMMUNICATIONS AND RURAL DEVELOPMENT
(DR. PEMMASANI CHANDRA SEKHAR)
(a) & (c) The steps taken/being taken by the Department for streamlining the postal system and
improvement in postal services in the country are as follows:
(i) The Post Office Act, 2023, which came into force on 18 June 2024, replaced the Post
Office Act of 1898, establishing a simplified and technology-neutral framework focused
on digital governance and service delivery transformation.
(ii) The Department introduced Mail Network Optimization Project (MNOP) adopting the
hub-and-spoke model, and modernization of sorting and mail processing facilities.
1(iii) Real-time tracking for Speed Post, Registered Post, and Parcels has been introduced
through a mobile-based delivery app and SMS notification system to keep customers
informed about booking and delivery status.
(iv) Electronic clearance of letter boxes and real-time GPS tracking of departmental vehicles
have been implemented to increase transparency and efficiency.
(v) Online booking facility has been introduced which allows the customers to book the
articles online from comfort of their home.
(vi) The parcel network has been significantly strengthened with the establishment of 188
Parcel Hubs (79 Level-1 and 109 Level-2) to ensure operational efficiency and
consistency. Furthermore, 234 Nodal Delivery Centers have been set up covering over
1600 PIN codes, handling 30% of total parcels delivered daily.
(vii) A Parcel Packaging Policy has been implemented with 1408 Parcel Packaging Units
providing secure and standardized packaging to prevent in-transit damage.
(viii) 450 Post Office Passport Seva Kendras (POPSKs) have been established to enhance the
access and outreach of Passport services across India.
(ix) Aadhaar services are operational at over 13,352 post offices across the country, offering
enrolment, biometric update and demographic correction facilities.
(b) & (e) Yes, the steps taken by the Department for making postal services accessible and
credible in rural areas are as under:
(i) To improve rural accessibility, the Department of Posts launched India Post Payments
Bank (IPPB) in 2018, enabling over 1.64 lakh Branch Post Offices to provide digital
banking services.
(ii) Around 1.90 lakh Postmen and Gramin Dak Sevaks (GDS) have been equipped with
smartphones and biometric devices to deliver financial services at the doorstep, reducing
dependency on traditional bank branches and enhancing last-mile connectivity.
(iii) Real-time delivery updation of accountable mail is facilitated through mobile app to
enhance transparency and credibility.
(iv) Digital products like e-Money Order and e-Postal Order are available for public and can
be accessed through mobile / computer using internet.
(v) To further streamline operations and boost rural service delivery, the department organizes
Aadhaar camps in schools and panchayat ghars, enabling doorstep enrolment and updates.
(vi) Beyond POPSK and Aadhaar services, India Post has entered multiple partnerships to
provide doorstep financial verification services. It has signed MoUs with AMFI-member
mutual funds (such as SBI Mutual Fund and Nippon India Mutual Fund) enabling postal
staff to KYC documentation from over 1.64 lakh offices—supporting the JanNivesh
initiative aimed at broadening investment participation.
(d) Yes, digital system has impacted postal services in the country. Under the Information
Technology Project 1.0, the Department of Posts (DOP) has computerised and digitized Post Offices
with introduction of Core System Integrator (CSI) for Mail, Accounting and Human Resource
2activities, Core Banking Solution (CBS) and Core Insurance Solution (CIS) to facilitate customers
to do transactions from any Post Office across the country. Besides, to cater rural population, smart
hand-held devices, namely DARPAN (Digital Advancement of Rural Post Offices for a New India)
Devices, were also supplied to all the Branch Post offices to ensure that postal services are digitally
delivered at door step in villages.
Further, to continue and capitalise the gains of IT 1.0, DOP’s IT Modernization Project 2.0
(IT 2.0) has been approved by the Government which combines applications, intelligent platforms
and interconnected ecosystem so as to provide an inclusive integrated single window view of postal
and financial services to its stakeholders through multiple delivery channels.
(f) & (g) Yes, funds as detailed below are being allotted to Maharashtra Postal Circle for the
FY 2025-2026:
BE (Non-Scheme): 52850001 (Rs in thousands)
BE (Scheme): 366436.83 (Rs in thousands)
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