Aviva India

Scope of Work
Dispatch & Delivery Process Reengineering
Scope of Work
Reengineering Dispatch & Delivery Process

Objective
Reengineer the existing dispatch & delivery process & outsource mailroom operations.
Deliverables
1. Logistics Cost Reduction by 50%
2. RTO percentage Reduction by 70%
3. Dispatch related customer complaints reduction by 80% in first two years.
4. 99% Dispatch TAT (Day 0)
5. Improving Courier Delivery report updation within 3 days by 70%
6. Improving Physical RTO Received percentage from 60% to 95%
7. Percentage of RTO Redispatch to 95%
8. Improvement in average volume of documents per day.
High Level Scope of Work
1. Reengineer existing mailroom process
2. Mail Information System Planning
3. Mail Information System Trials, Proving & Handover
4. Mail Room Management (Inbound & Outbound)
5. Courier Services Management
6. Manpower Staffing & Management
7. Query Handling
8. Account Management
9. Dashboard Management
10. Maintenance/System breakdown resolution
Aviva India
Scope of Work
Dispatch & Delivery Process Reengineering
Detailed Scope of Work
1. Reengineer existing mailroom process: The vendor is required to study the existing
mailroom process. Based on the study, vendor should provide a detailed process
map of the existing process. Then vendor should suggest a suitable process change,
taking into account all the affected stakeholders. The changes should be given in
form of readable documents with a plan to execute changes with timelines.
2. Mail Information System Planning: The vendor is required to suggest suitable
Information system to execute the outsourcing process. The Information system
plan should be shared with Aviva, detailing each and every aspect of the system. The
planning should be linked to the deliverables of the mailroom & a suitable strategy
for the same should be shared.
a. Information System development/customization for Aviva Requirement
b. Information System deployment
c. Integration of Information System with the existing systems
d. 100% elimination of excel from the process, all the data entry should be done
in the information system, the information should analyze the data and
organize in downloadable formats (excel, access). The data should be
processed in real time.
e. Training Aviva person (POC) for the relevant information system
3. Mail Information System Trials, Proving & Handover: The vendor should conduct
required pilot runs, trials & testing of the system before going live. The change
should be so conducted so as not to effect the ongoing operations.
4. Mail Room Management: Once the system gets runs, the vendor is required to
depute competent and expert team to manage day to day operations of the
mailroom. The vendor is responsible for end to end operations. The mailroom
operations should be seamlessly integrated with the existing functions which
interact with mailroom on day to day basis. The Inbound & operations are indicated
below for reference.
a. Inbound Mail
Aviva India
Scope of Work
Dispatch & Delivery Process Reengineering
i. Opening of mail, Aviva mailroom to receives the courier/consignment
and stamps on it with pre 3pm or post 3pm
ii. Operations cases are to be handed over to concerned desk after
updating the same in a consolidated file.
iii. Non ops cases are handed over to the concerned person (as per the
name in packet)
iv. The mail data should automatically update the same in mailroom
tracker
v. Sorting of content into customer specified categories
vi. Scanning of content (if required)
vii. Standard barcode scanning
viii. Dispatching contents to specified departments
ix. Generating & maintaining mailing database for customers
x. Uploading of relevant data for host applications
xi. Bar coding of incoming mail
xii. Return to sender mail processing
b. Outbound Mail
i. Mail collection from department
ii. Bulk mail collection from printer
iii. Barcoding on outgoing mail
iv. The info system to segregate the data for courier vendors on the basis
of the pin code
v. Cases which are left as no service by courier companies are to be
handed over to speed/India post.
vi. Mailroom team to handover the consignment to courier vendors.
vii. Courier vendor to dispatch the consignment on the same day and
provide the way bill number very next day for tracking.
viii. Mailroom team to update the same in ISO format and to update the
delivery status in mailroom tracker
Aviva India
Scope of Work
Dispatch & Delivery Process Reengineering
ix. Mailroom to coordinates with vendor for closure of the all the
consignment by 15
th
of every month.
x. Entering outbound details in software
xi. Logic base sorting of documents in software
xii. Barcode scanning of mails for defining dispatch mode
xiii. Dispatching mails through specified best mode
xiv. Updating the delivery status of mails
xv. Return to origin (RTO) mails processing
5. Courier Services Management: The vendor should manage the communication and
transactions with the courier companies. The vendor has to ensure that the couriers
are selected so as to optimize performance, minimize costs & reduce RTO cases.
a. Courier service provider Selection
b. Performance tracking
6. Branch dispatch & delivery management: The vendor should coordinate with the
couriers to arrange post pick up & delivery from branches pan India. The status of
these transactions should be available on the information system on real time basis.

7. Manpower Staffing & Management: The vendor should depute the best in class
manpower to execute day to day operations at mailroom. The staff should be well
trained in operations & should be well versed in corporate behavior.
a. Deputing operators, along with supervisor
b. Manpower management
8. Query Handling: The vendor should install suitable mechanism to handle day to day
query of employees at Aviva. The mechanism should ensure that accurate and
precise information is available in real time
a. Retrieval of old data as and when required
b. Post undelivered query resolution
c. Post status query resolution
d. customer service
Aviva India
Scope of Work
Dispatch & Delivery Process Reengineering
9. Account Management: The system provided with vendor should include account
management system. This means that the information system should track data
input in real time & perform required calculations so as to maintain accurate record
of costing. This information should be readily available as and when required.
a. Bill Tallying & Tracking using information system
b. Department wise cost allocation using information sytem
10. Dashboard Management: The information system should include suitable
dashboard to show data interpretation in clear, concise readable format. The
information should be downloadable & printable in PDF, PPT, excel format.
a. Dashboard development for Mailroom performance
b. Dashboard development for Courier performance
c. Real time update
d. Trends tracking & display
e. Weekly report in excel & PPT format for vendor & mailroom performance
f. Monthly reports
11. Maintenance/System breakdown resolution: The mailroom team should be
competent enough to do troubleshooting, escalation in case of exigency. Suitable
back of data should be maintained in case of emergency.
a. Immediate resolution of problem (if any) of deployed mailroom system
b. System should be proactively maintained to ensure no breakdowns
c. Backup system should be there in case of emergency