Tata Consultancy Services (TCS) has announced that it had won a 6-year contract from the Department of Posts for an end-to-end IT modernization programme to equip India Post with modern technologies and systems to enable it to serve more services to more customers in an effective manner.
The IT modernization project dubbed India Post 2012 will help the Department achieve a wider reach among the Indian population through increased customer interaction channels and through new lines of business. The project will help India Post provide better customer service through IT-enablement of business processes and support functions.
P. Gopinath, Secretary, Department of Posts, said, “India Post has a vision of being a technology-enabled self-reliant market leader and is looking to move from a government service provider to a customer-enabled world-class service provider where the customer will be the focus of multifarious service delivery platforms. We are looking to improve customer service in terms of service quality, speed and reliability of delivery, and improving operational efficiency and look forward to our partner, TCS, bringing leading and best-industry practices.”
Tanmoy Chakrabarty, Vice-President & Global Head, Government Industry Solutions Unit, TCS, said, “The CSI project is about service delivery transformation through a technology-led, service-oriented approach to offer world-class delivery of postal services to Indian citizens. This project once again reiterates TCS’ commitment to help the government deliver citizen services more efficiently.”
The scope of the project includes developing and supporting mail, finance & accounts, HR, customer interaction management solutions for all channels including Rural ICT platform; data migration, infrastructure, Service Level Agreement (SLA), call centre and centralized 24×7 service desk operation for all DoP.