Standard Operating Procedure on Covid-19 Service Request currently available in Post Info App

1.     Introduction :

New service request feature is launched by Department which enables customer to avail DOP services at his doorstep during covid lockdown period by raising a request in a mobile app or website.Customer can raise a request in PostinfoApp or in India Post Portal.

 2.     Raising a Request :

a)     Postinfo App:  New option “Service Request” has been provided, using which the customer can raise a service request.

 b)     Request through Portal:    A customer can raise a Request through Portal by going to the URL http://ccc.cept.gov.in/covid/request.aspx.  Notification for the same has been given on the India Post Website as well:

Customer can click on “Urgent Request for Post Services-Doorstep service” to request for any urgent service or can directly type the URL http://ccc.cept.gov.in/covid/request.aspx to request service.

c)     Process of raising a request by customer:

To raise a request, the Customer has to provide the below information either through Postinfo App or through Portal:

·         Name

·         Address

·         Pincode

·         Email Address

·         MobileNumber

·         Type of Service

d)     After successful submission of request,  aunique reference number will be created for each request and the same is shared to customer through eMail and SMS, so as to enable him/her to track the status of the request.

3)        Divisional Level Monitoring / Updation :

a)     The Requests raised by the Customers will be made available to the Divisions through the Postman Mobile App Website.  The existing logins of PMA website can be used for this purpose. A new option “COVID”  isprovided, where the Divisional Monitoring/Controlling Unit can view all the requests. 

b)     After attending to the request, the Divisional User can update the status with the details.   After updating the status, customer will receive SMS that request at his/her doorstep is completed.   Updation of the status can only be done by the Divisional users only.

 4)    Circle /Region Level Monitoring :

Circles and Regions can access the dashboard for monitoring purpose, by logging  into PMA MIS Portalà COVID Option:

  5)        Tracking of Request by Customer:

a)     Customer can track his/her request by clicking “click to track your request”, either in Postinfo App or in the Portal:

b)     For tracking, the Customer has toenter either mobile number or reference number shared with him/her.  Clicking “fetch” button will provide details relating to status of his/herrequest:

c)      After successfully serving the request at his/her doorstep, customer will be notified via SMS and email.