Previous Year Question

Project Arrow was an initiative of the Government of India’s Department of Posts concerned with the modernisation of post offices. It was introduced in 2008.

The project was not limited merely to improving the physical appearance of post-office buildings; it aimed at improving both the core operations of Post Offices and the customer experience.

It had two major dimensions—

Core Operations: Improving the quality, efficiency and timeliness of major services such as mail delivery, remittances and Postal Savings.

Look and Feel: Improving the external and internal appearance of post offices, signage, public halls and the working environment for customers and employees.

It also emphasised IT-enabled services, secure connectivity, faster counter transactions and better service delivery. The project was first implemented on a proof-of-concept basis in 50 Post Offices and was subsequently expanded in phases.

An important fact is that Project Arrow also received the Prime Minister’s Award for Excellence in Public Administration for 2008-09.