Email Date: Thu, 20 Feb 2025 14:48:21 +0530
Subject: Regarding rollout of Grievance Management Solution 1.5 (CRM 1.5 as a step towards CRM2.0) developed by CEPT.
Madam/Sir,
This is regarding rollout of Grievance Management Solution 1.5 (CRM 1.5 as a step towards CRM2.0) developed by CEPT. The rollout of the live solution is planned for 05.03.2025 after which the new portal and mobile interface for queries and complaints would be made accessible to our customers.
2. The following pre-rollout activities are to completed by the Circles for smooth rollout and further implementation of the solution:-
(i) Data sanitization: CEPT vide their communication dated 18.02.2025 has intimated
that Customer Data sanitization is still pending from the Circles. This is a prerequisite for processing of new complaints. Circle wise progress report upto 18.02.2025 is enclosed herewith. It is earnestly requested to complete the task by 21.02.2025 as the number of records to be updated can be completed in the given time. Progress will be reviewed by CS/Tech Division, Postal Directorate on 21.02.2025 through V.C with all Circles.
(ii) End User Training and pan-India User Acceptance Testing (UAT):- On inputs of GM CEPT it was decided that given the nature of the application and its intended use across the post office network, the training and UAT of the Solution may be conducted concurrently across the country. Two circles have already tested the solution and are satisfied with the results. For wider familiarization and testing, the session to facilitate the Master Trainers from each circle will be carried out on 24th February 2025 followed by training and testing across each circle during the period 25th February 2025 till 1st March 2025.
3. As regards Master Trainers from each circle, WCTC trainers/PTCs/ one PA/System Admin/one IP/ASP from each Region may be identified for training online by CEPT on 24th and 25th Feb. 2025 (2 days). Thereafter, trained officers (Master Trainers) will further impart training to end users till 1st March 2025.
4. CEPT will be requested to provide support during the training and testing period for a strong feedback loop during the period 24 Feb to 1st March 2025. Circles are requested to share the nominations for Master Trainers with CEPT, CS Division and Technology Division by 22nd February 2025.
This issues with the approval of the competent authority and needs to be accorded high priority being a Dashboard item reviewed by HMoC.
Yours sincerely,
0/0 DDG (CS, QA & I)
Dak Bhawan, Sansad Marg
New Delhi-110001
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