OREANDA-NEWS. Tata Consultancy Services (TCS), a leading IT services, business solutions and outsourcing firm, announced that it had won a six-year contract from the Department of Posts for an end-to-end IT modernisation 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 modernisation 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.

The scope of the project includes developing and supporting mail, finance and accounts, HR, customer interaction management solutions for all channels including rural ICT platform, data migration, infrastructure, service level agreement (SLA), call centre and centralised 24x7 service desk operation for all DoP. The end-to-end security solutions, enterprise management system (EMS), over all integration for entire system is responsibility of CSI.

Speaking on the occasion, 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 multi-farious 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 and 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’s commitment to help the government deliver citizen services more efficiently.”

Increased urbanisation, demand for financial services, increased funding by the government for the weaker sections and the rural sector have opened up new opportunities for India Post which, in turn has necessitated development of new processes and supporting technology. India Post is also faced with the twin challenges of increasing competition and continuing advances in communication technology, especially in mobile telephony and the internet.

TCS’s government solutions unit partners with governments, public sector entities and defence and security establishments to offer IT-based governance solutions that work for all stakeholders. Having considerable experience across a number of complex governance projects around the world, TCS’s specialists are able to conceptualise, develop and deliver the best-in-class solutions that allow customers to meet stakeholders’ diverse interests.