Guidelines for registering eMO related problems:
On the basis of experience gained from the Help Desk Management System (HDMS), the problems in e-MO are broadly categorised into six categories.
i). Not transmitted
ii). Not received
iii). Not paid
iv). Not redirected
v). Not returned
vi). Others
The Centre for Excellence in Postal Technology (CEPT) is planning to improve the ticket raising process for quite some time. CEPT propose to provide basic trouble shooting tips for the ticket raisers. These trouble shooting tips help resolving many issues locally. The process will thus help in settling all common problems which will ultimately enable the Post offices to provide better and un interrupted services to Citizens. Thus, CEPT believe that this process will provide India Post an opportunity to provide better customer satisfaction.
Accordingly, as a first step, the ticket raising process has been modified for e-MO. As mentioned above, the problems in e-MO handling are broadly categorized into 6 types. In each category, few problem situations are given in the shape of questions. For each situation, troubleshooting tips to overcome the difficulty were given. However, the list is not exhaustive. CEPT will make efforts to make it more exhaustive in future.
The ticket raiser has to answer each question. The questions are given in bold characters against which the ticket raiser has to place a tick mark in token of having done the check.
Below each question, knowledge base is provided (instructions are given) regarding the action to be taken if the answer to the questions is negative.
Ex: A person intend to raise a ticket about Non-transmission of e-MOs.
Then he need to answer the first question as mentioned below:
Whether your office is appearing in the list of registered offices?
Instructions are provided below, where the ticket raiser can find out whether the office is appearing in the list of registered offices or not.
Further if the office is not appearing in the list of registered offices, the procedure for registering the office is also furnished there in.
Therefore, before raising a ticket, the ticket raiser should invariably ensure that the office is appearing in the list of registered offices.
As narrated in the example, the ticket raiser should invariably take necessary action as per the instructions given therein against each question.
After completing all the checks, the ticket raiser has to give a declaration in token of having done all the checks. After submitting the declaration, the software will allow the ticket raiser to raise ticket.
CEPT will analyse every ticket to see whether the ticket raiser had actually carried out all checks before raising the ticket and bring it to the notice of their controlling authority.
Suggestions and feedback, if any to improve the software may be given under feedback section. Only those who raised a ticket in HDMS will be able to furnish feedback.
The modified software will be available from 13.4.2015 (Monday)
Source:-CEPT, Mysore
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