Gole Dak Khana Wins Accolades for Service Quality

The historic Gole Dak Khana post office in New Delhi has won the prestigious ‘Sevottam’ title for service excellence for the second time in a row.

Back in 2008,  Gole Dak Khana - officially known as New Delhi GPO - had created waves, becoming the first Central Government Office in India to achieve the “Sevottam” service delivery excellence standards. This quality benchmark is as per the standard IS 15700: 2005 developed by the Bureau of Indian Standards (BIS) and is an indication of high quality of service. The BIS has now renewed the Sevottam License of the New Delhi GPO up to 2014, after subjecting the post office through a rigorous assessment process, which it passed with flying colours.

“Gole Dak Khana” or the Round Post Office came up in 1934, in the building formerly known as Alexandra Place. Originally a Sub Post Office, it was upgraded to a Head Post Office in 01.01.1948. Surrounded by lush greens, it also served as a hub of social activity for the common man during those transient times. 

Throughout its Sevottam Odyssey, the New Delhi GPO has functioned as a unified organisation, exhibiting strong commitment to providing the customers high quality mail, parcel and related services. There has been a sharp customer focus as envisioned in the Citizen’s Charter of the Department of Posts. Outcome of Post Forum Meetings and customer feedback are regularly scrutinized to assess whether customer expectations are attained. A Sevottam compliant Grievance Redress Mechanism, periodical internal audits and Management Review Meetings are other tools are utilized to monitor the implementation of Service Quality Policy. There is also a continuous effort to re-invent the services according to the changing needs of the 

Possessing an unrivalled ambience and operating through a trained and dedicated work force, Gole Dak Khana is a true role model for any Central Government Office.