As
part of CSI Project, TCS has incorporated SAP business solution in all areas of
operations of India Post viz. Post Office operations, administrative works and
finance/accounting operations. Majority
of CSI applications are working in SAP platform.
SAP
SE is a German multinational software corporation that makes enterprise
software to manage business operations and customer relations. SAP is a market
leader in enterprise application software; SAP is at the center of today’s
business and technology revolution. Their innovations enable more than 293,500
customers worldwide to work together more efficiently and use business insight
more effectively.
SAP
helps organizations of all sizes and industries overcome the complexities that
plague our businesses, our jobs, and our lives. With Run Simple as our
operating principle, SAP’s nearly 74,500 employees focus on a singular purpose
that inspires us every day: To help the world run better and improve people’s
lives.
India
Post has signed a deal in 2013 to use SAP software, a move that not only
benefits Indian citizens, but also helps SAP towards its goal of a billion
users by 2015.
SAP
had an ambitious goal: reaching a billion users by 2015. Due to their large
customer base, public service organizations (PSOs) in BRIC countries are an
important component of helping to realize this target. It is a win-win
situation: by using SAP’s innovations PSOs enhance their efficiency and provide
better service, while SAP acquires a huge new user base.
SAP experienced a recent success in this regard, namely with India’s postal system. The government-operated Department of Posts (“India Post”), the world’s largest postal services network, recently chose SAP solutions to strengthen responsiveness and reliability across more than 155,000 post offices. With this implementation, the organization aims to deliver faster and more efficient services to the citizens, government, and private organizations of India.
India
Post to improve automation of core processes
With
annual revenues of more than EUR 1.1 billion and more than 474,000 employees,
India Post is the most recent of more than 30 postal customers globally to
choose SAP solutions with the goal of making mission-critical and
customer-facing processes more effective. India Post will use SAP solutions to
reengineer its business processes and increase its engagement with the Indian
population via more customer interaction channels. SAP software will help the
organization improve automation of core processes, including postal counter
automation, track and trace, logistics post, e-commerce and customer
interaction channels.
As
the backbone of the country’s communication, the 150-year-old India Post plays
a crucial role in the nation’s socio-economic development. It delivers more
than six billion articles every year through its vast network of offices and
touches the lives of Indian citizens in many other ways, for example by
accepting deposits through small savings schemes, providing life insurance
products, and providing retail services like bill collection and sale of forms.
India
Post will rely on SAP applications including SAP ERP, SAP Customer Relationship
Management (SAP CRM), and SAP Supply Chain Management (SAP SCM) to help
increase process efficiencies and meet its business, social, and financial
inclusion goals. It will also implement SAP solutions for streamlining internal
processes in the areas of human resources, payroll processing and finance and
accounts. In addition to running core and back-office operations, SAP Sybase
Adaptive Server Enterprise, SAP Sybase IQ, SAP BusinessObjects, and SAP Data
Services will offer India Post the data warehousing and business intelligence
(BI) needed for its entire operations system.
SAP
in Hindi: A Top Solution
English
is often the business language in India. However, the Indian government has
mandated that communication across central government offices shall be
supported in both Hindi and English. With its “SAP in Hindi” offering, SAP has
demonstrated that India Post can enable business partners to conduct
transactions through SAP software in either Hindi or English, creating a more
inclusive IT environment. Suprakash Chaudhuri, Managing Director, SAP India,
said “This is a defining win for SAP India in the Indian Government services
sector, and our Hindi language capability was critical in positioning our
solution as one with a difference.”
While
the business benefits of this success are obvious, there is a larger social
perspective surrounding the partnership with India Post. Urbanization,
increased demand for financial services, increased funding by the government
for the rural sector, and similar trends have opened up new opportunities for
India Post, necessitating development of new processes and supporting
technology.
India
Post acts as an agent for the Government of India in performing various
services for citizens such as wage and pension payments. The government also
intends to use India Post’s vast network for its Direct Benefit Transfer (DBT)
scheme, which aims to cut down corruption, target beneficiaries better, and
speed up the transfer of benefits to eligible individuals. Workers across
India, especially those in rural areas, will be able to take advantage of
Direct Benefit Transfer by using their existing savings accounts in post
offices.
SAP
and India Post form a part of India’s growth
Thus,
through this deal, SAP also becomes an integral component of India’s growth
engine. “With SAP, India Post shall address the challenges of increasing
competition, technology obsolescence, and process reforms by delivering best
in-class customer service, offering new services, and improving operational
efficiencies. The reengineering of business processes using SAP solutions will
enable the Department of Post to increase its engagement with the Indian population,”
predicted Mathew Thomas, Vice President – Strategic Industries, SAP India.
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