New Delhi GPO known as Gol Dak Khana have been granted “Sevottam” certification by the Bureau of Indian Standards once again. Disclosing this Ms. Rameshwari Handa Chief Post Master General (Delhi Circle) said here today Gol Dakhana was the first Post Office in India to be conferred the “Sevottam” certification on 11-04-2008 for a period of three years. The same has since been renewed for the second time this year. The efforts made by this Post Office have brought satisfaction to its customers. The customer friendly ambience, small queues, polite & dedicated staff are factors that have made New Delhi GPO a role model for other Post Offices. In India, New Delhi GPO, the torch bearer of the Sevottam model is an example for others to emulate.
Sevottam is a “Service Delivery Excellence Model” developed by the Department of Administrative Reforms and Public Grievances. The certification of the quality of service is as per the standard IS 15700: 2005 developed by the Bureau of Indian Standards (BIS).
New Delhi GPO is committed to provide high quality mail, parcel and related services to its customers according to well defined service quality norms. The commitment made by this office towards improvement of its services with a customer focus is outlined in the Citizen’s Charter which has been framed on the basis of analysis of customer feedback.
Post Forum Meetings are regularly held and customer feedback obtained in a structured questionnaire in order to check whether customer expectations are being met. Internal audits and Management reviews are also conducted regularly to review the Service Quality Policy, its continued suitability and relevance . The basic idea is to check and modify the services as per the changing requirements of the customers.
Complaints are being handled through a well documented procedure. The Sevotttam compliant public grievance redressal system has brought out New Delhi GPO as dedicated organisation committed to fulfilling customer needs.
Source: Press Information Bureau release 11 July, 2011