To study the queuing systems at post offices in India and to suggest modifications in order to reduce customer waiting time

Abstract

The initial aim of the project is to study the characteristics of queuing systems at Post Offices. Following the collection of data, we would analyze it and look for certain characteristics that the queuing system shows. We would also be talking to head postmasters in order to get their opinions on the matter since they would be having domain expertise. Finally, based on the characteristics and simulations, we would be suggesting recommendations to the post offices in order to suitably modify the queuing system so as to reduce customer waiting time. Post offices in India undertake a large number of operations apart from their routine operations of delivering mail. Some of these include: • Sale of stamps, envelopes, etc. • Savings bank accounts • Monthly income schemes offering higher rates of interest. • Senior citizen deposit schemes • Payment of bills for utilities such as Electricity, telephones, water, etc. • Money order, speed post, etc. • Sale of brochures for competitive examinations. • Public Provident Fund Services For the purpose of this study, we have decided to concentrate chiefly on the counters offering services in Savings Bank Accounts, Monthly Income Schemes, Savings Certificates (Kisan Vikas Patra etc.), Public Provident Fund, etc. since they are the ones which have been traditionally having problems with long queue lengths.