India 2018

Communications and Information Technology 111
Institute for higher managerial cadres. This imparts induction as well as inservice
training to the officers of Indian Postal Service and other managerial
cadres of India Post. It also imparts training to managers of foreign postal
administrations and officers of various central government departments and
PSUs, in areas of common interest. The Academy conducts 'Executive
Development Programme' (EDP), 'Management Development Programme'
(MDP) and 'Advanced Development Program' (ADP) under mid-career Training
programmes notified by DoPT for the officers of Indian Postal Service. Postal
Training Centres are functioning at Darbhanga, Guwahati, Madurai, Mysore,
Saharanpur and Vadodara for training operative staff and inspectorial cadres.
Besides, these also organize other specialized training programmes. These six
training centres have well equipped computer labs, class-rooms and hostel
facilities to take care of the bulk of the training needs of operative staff of the
Department.
The Asian Pacific Postal College (APPC), Bangkok is the in-house college
of the Asian Pacific Postal Union (APPU) which provides professional training
in a range of business and postal competencies. The APPU covers 32 member
countries. India is also a member of the APPU. The APPU is supported by the
Universal Postal Union (UPU), which is a specialized body of the United Nations.
The APPU aims extend, facilitate and improve postal relations between member
countries and to promote cooperation in the field of postal services. Officers of
India Post are regularly participating in various training programmes conducted
at APPC. Foreign components of some Mid-career Training Programmes for
Group "A" officers are delivered through collaboration with other postal
administrations and reputed institutions.
Public Grievances
The Department has a well laid out procedure for handling public grievances
for its services. A monitoring mechanism to ensure the quality of services and
prompt redressal of public grievances is in place.
The Department has upgraded its web-based grievance handling system
to interconnect the Customer Care Centres with the objective of systematic
handling and quick redressal of public grievances. The modified version of
Computerized Customer Care Centre (CCCC) software was made operational
since 2010. New features such as automatic generation of acknowledgement;
escalation of unresolved complaints to next higher administrative level for better
monitoring and quicker redressal; differentiation of complaints into minor, major
or critical; automatic generation of reply to the complainant on completion of
inquiry; provision for feedback of complainant; etc. have been incorporated.
Presently 18440 CCCC have been established in the post offices, sorting
hubs, speed post centres and divisional/regional/circle headquarters across
the country for online exchange of information amongst all the units for speedy
redressal of public grievances. The network covers all head post offices in the