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As Raksha Bandhan approaches on August 9, India Post’s much-anticipated tech upgrade has collided head-on with festive urgency, causing widespread delays in rakhi deliveries across the country. The rollout of its new IT 2.0 system, aimed at modernizing postal operations, has triggered server outages, long queues, and booking failures—forcing many to turn to expensive private courier services to ensure timely delivery of their parcels.
Key highlights from the disruption
- India Post’s server issues began on August 4, just days before Raksha Bandhan, affecting over 1.6 lakh post offices nationwide
- Customers reported booking counters being closed or extremely slow, with queues stretching for hours
- Social media platforms were flooded with complaints about undelivered parcels, missing tracking updates, and poor customer support
- Private courier services saw a surge in demand, with users paying up to four times the usual Speed Post rates
Ground realities from across India
1. Pune
Residents like Sanjay Shirodkar were forced to abandon India Post after repeated booking failures. He paid Rs 190 per parcel via courier, compared to Speed Post’s Rs 41. Others reported waiting in queues for hours, only to be turned away due to server crashes.
2. Jaipur
At Vaishalinagar post office, counters closed abruptly, leaving customers like Savita Thorat waiting for over two hours without resolution. The stress of sending rakhis on time was compounded by lack of communication from officials.
3. Lucknow
Post offices in Gomti Nagar, Indira Nagar, and Hazratganj saw long queues and frustrated senders. A college student reported paying triple the usual cost for courier delivery, while postal staff admitted the new system was crashing frequently.
4. Jharkhand
Sachin Parashar’s Speed Post parcel remained undelivered nine days after booking. His online complaint received no response, and the local post office cited system upgrades as the reason for the delay.
India Post’s official response
- On August 6, the department issued a memorandum extending working hours at multi-purpose counters till 5 pm from August 6 to 8 to manage the festive rush
- The Press Information Bureau stated that the IT 2.0 rollout was a major digital transformation effort, and initial slowness was resolved by August 5
- Despite these claims, customers continued to report issues on August 7, raising concerns about the timing and execution of the upgrade
Why the timing matters
- Raksha Bandhan is one of the busiest periods for India Post, with thousands relying on Speed Post for emotional and cultural exchanges
- The tech upgrade, though necessary for long-term efficiency, was poorly timed and lacked contingency planning for peak demand
- The disruption has not only affected personal deliveries but also small businesses relying on postal logistics for festive sales
Private couriers step in
- Courier companies like DTDC, Blue Dart, and Delhivery have seen a spike in bookings, especially for intercity rakhi deliveries
- Customers are paying anywhere between Rs 150 to Rs 300 per parcel, depending on urgency and location
- While faster, these services are not always reliable, and many users expressed concern over affordability and tracking transparency
Looking ahead
- India Post is expected to issue a post-festival review of the IT 2.0 rollout and its impact on service delivery
- Postal unions have demanded better planning and phased implementation to avoid future disruptions during national festivals
- Customers are hoping for refunds, improved grievance redressal, and more robust digital infrastructure before Diwali season begins
Sources: Times of India, Hindustan Times, Scrap.com.
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