Department of Posts

OPERATIONAL HANDBOOK FOR ATM

Version 1.0 (March,2015)

Issued by-

CBS Implementation Sub Committee,

FS Division, Dak Bhawan, New Delhi-100001

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 INDEX
Contents Page No
1 Introduction :- India Post Project...................................................................................................5
1.1 Financial Services System Integrator (FSSI)............................................................................5

1.2 Status report on implementation of CBS...............................................................................6

1.3 Installation of ATMs...............................................................................................................6

2 ATM PROCESS OVERVIEW (INTERIM)...........................................................................................7

2.1 GENERAL................................................................................................................................7

2.2 ISSUE OF CARDS.....................................................................................................................8

2.3 Other Options......................................................................................................................11

2.4 Process to be exclusively followed at Bangalore CPC..........................................................12

2.5 Card Stuffing and despatch from Bangalore ATM Unit........................................................13

3 Roles and Responsibilities of Department of Post......................................................................13

3.1 Monitoring...........................................................................................................................13

3.2 ATM Site Issue.....................................................................................................................14

3.3 ATM Not Working................................................................................................................14

3.4 Cash Management...............................................................................................................15

3.4.1 Cash Audit....................................................................................................................15

3.4.2 More Cash....................................................................................................................15

3.5 Customer Complaints..........................................................................................................15

3.6 Load Cash.............................................................................................................................15

3.7 Audit Cash............................................................................................................................15

3.8 Extra Cash Load....................................................................................................................16

3.9 CMS ( Card Management Solution)......................................................................................16

3.9.1 Product Set up.............................................................................................................16

3.9.2 Branch Registration......................................................................................................16

3.9.3 User Registration.........................................................................................................16

3.10 Personalized Card Order......................................................................................................17

3.11 Modify Cards........................................................................................................................17

3.12 Download Customer Details in CCDM..................................................................................18

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 3.13 Instant Card Order...............................................................................................................18

3.14 Card Generation...................................................................................................................19

3.15 HSM configuration...............................................................................................................19

3.16 PIN Generation....................................................................................................................19

3.17 Embossing............................................................................................................................19

3.18 Card Dispatch Issue - How perform card dispatch in CMS?....................................20

3.19 Card Delivery........................................................................................................................20

3.20 Receipt.................................................................................................................................20

3.21 Instant Card Issuance...........................................................................................................20

3.22 Card Activation....................................................................................................................21

3.23 Call centre............................................................................................................................21

3.24 Reports................................................................................................................................21

3.25 Re-Generation of reports.....................................................................................................22

3.26 ATM Addition.......................................................................................................................22

3.27 CAM (Card Access Management).........................................................................................22

3.27.1 Transaction Monitoring................................................................................................22

3.27.2 Health check of ATMs..................................................................................................22

3.28 General................................................................................................................................23

4 Roles and Responsibilities of AGS:...............................................................................................23

4.1 Scope of work of AGS (Managed Service Provider).............................................................23

4.2 Monitoring of ATMs.............................................................................................................24

4.3 Transaction Monitoring in ATMs..........................................................................................24

4.4 Cash Management...............................................................................................................25

4.5 Load fit.................................................................................................................................26

4.5.1 LOAD FIT......................................................................................................................26

4.5.2 Load Key.......................................................................................................................26

4.6 CAM.....................................................................................................................................26

4.7 RECONCILATION...................................................................................................................28

4.8 General................................................................................................................................29

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5 Roles and Responsibilities of Infosys:-.........................................................................................30

6 Roles and Responsibilities of NCR:-..............................................................................................31

6.1 Installation...........................................................................................................................32

6.2 General................................................................................................................................32

7 Roles and Responsibilities of YCS:-...............................................................................................32

7.1 Transaction Monitoring.......................................................................................................32

7.2 CMS......................................................................................................................................33

7.3 CAM (Card Access Management).........................................................................................37

8 General Information -..................................................................................................................38

9 CONTACT DETAILS OF ALL PARTIES CONCERNED :......................................................................40

9.1 Contact Details of Circle SPOC person for ATM related activities........................................40

9.2 Contact details of SPOC- AGS for ATM site preparation activities.......................................40

9.3 Contact Details of the Nodal Officer at Postal Directorate , Dak Bhawan............................41

9.4 Contact details of NISG Circle Project Managers/Project Executives...................................41

9.5 Contact details of Infosys Circle Project Managers..............................................................42

9.6 AGS Escalation Matrix..........................................................................................................42

Note : This is the first version of Operational Hand Book for ATMs. After the Card
Supplier ( M/s CMS info systems Limited ) is in place and after receiving your
feedback /suggestions , the hand book will be fine tuned in the next version to make
it more useful.

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1 Introduction :- India Post Project

IT Modernisation Project in the Department of Posts is being implemented

through the following 8 Project Streams:

1.1 Financial Services System Integrator (FSSI)

Core Banking Solution (CBS)

The Core Banking Solution is part of the FSSI. The second part of FSSI is the
Postal life Insurance (PLI & RPLI) solution.

The Department is implementing core banking in all departmental post offices

(around 25,000). The 1.3 lakh branch offices will also be covered by deploying the
CBS (Core Banking Solution) mobile application in hand-held devices that are to be
supplied to these offices under the Rural ICT stream of the project. The CBS project
will bring in facilities of ATM banking, Internet Banking, Mobile banking and Phone
banking to the Post Office Savings Bank customers. Eventually, it will enable POSB
customers to perform transactions 24x7 in ATMs and to transfer money from their
account to any bank account through NEFT and RTGS on complete roll out of CBS.

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M/s Infosys Ltd, the Financial Services System Integrator (FSI) is rolling out CBS
and will install 1000 ATMs.

1.2 Status report on implementation of CBS

As on 20th March, 2015 Core Banking Solution (CBS) has been implemented
in 2148 post offices (725 HOs and 1423 SOs) in all 22 Circles. Circle Processing
Centres (CPCs) to facilitate uploading of Photograph and Signatures in Finacle by
following current banking industry practice have also started functioning in all the 22
circles. Post office ATM Pilot testing and acceptance is underway at 11 locations.
The PIN printing Unit has been setup at Bangalore CPC with required infrastructure.
The Interim call centre is also being setup at Bangalore CPC to attend to ATM
related grievances from ATM Card holders. M/s CMS info Systems Ltd. Mumbai is
identified as the vendor for supply of ATM/Debit cards (RuPay). An ATM
Reconciliation Centre has also been established at Bangalore CPC.

1.3 Installation of ATMs

FSI vendor (Infosys) is to Install 1000 ATMs across the country which is a
part of CBS Project. The FSI vendor has engaged M/s NCR for supply of ATMs and
M/s AGS as Managed Services Provider (including ATM cash management ) as well
as Vendor for Site preparation. M/s YCS (Yalamanchili) is the vendor engaged by
the FSI for providing ATM switch and solution for Card Management Services
(CMS). Site survey of all 1000 locations for installation of ATMs has been completed. The
Circle wise distribution of ATMs is as under:

Sl. No. Circle No of HO No of SO Total

1 Andhra Pradesh 95 0 95
2 Assam 19 7 26
3 Bihar 31 13 44
4 Chattisgarh 10 4 14
5 Delhi 12 14 26
6 Gujarat 34 7 41
7 Haryana 16 4 20
8 Himachal Pradesh 18 4 22
9 Jammu & Kashmir 9 4 13
10 Jharkhand 13 6 19
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 11 Karnataka 59 17 76
12 Kerala 51 5 56
13 Madhya Pradesh 43 9 52
14 Maharashtra 60 15 75
15 North-East 9 14 23
16 Orissa 35 9 44
17 Punjab 22 4 26
18 Rajasthan 48 16 64
19 Tamil Nadu 94 0 94
20 Uttar Pradesh 71 17 88
21 Uttarakhand 13 5 18
22 West Bengal 47 17 64
  Total 809 191 1000

2 ATM PROCESS OVERVIEW (INTERIM)

It has been decided that by 31st March 2015, ATMs will be installed and
made operational in 115 more Post Offices in addition to the 11 ATMs already
installed.

2.1 GENERAL

(i) Interior of the ATM Site and Installation of ATM Machine is the responsibility
of Vendor. When Machine is installed, 4 ATM Admin Cards (to be received
from CPC Bangalore) and Keys of ATM Machine as well as ATM Room (to be
given by Vendor) will be supplied to the Post Office. Postmaster has to keep
ATM Room keys only and the keys of Machine as well as Admin cards will be
handed over to AGS representative at the time of first cash loading.

(ii) Postmaster or any DoP official should not perform any cash loading
operation for ATM. Postmaster or representative of the Post Office need
not to put any password in the ATM Machine at the time of cash loading.

(iii) In case of any problem in the ATM Machine, Post Office will contact
AGS on the phone number which will be provided separately.

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 (iv) Till final SOP is circulated, Post Office has to provide ATM Fit currency
notes to the authorised AGS representative as and when he arrives for cash
loading under proper acknowledgement / receipt. Postmaster or
representative of the post office has to be present during cash loading in
ATM. This is a temporary arrangement and after finalization of SOP, such
cash need not be given from post office as AGS will bring cash directly from
Bank.

(v) In case of any doubt, post office may contact Circle ATM SPOC. Contact
details of Circle SPOCs are enclosed. Help will also be available from CPC
Bangalore at Phone No. 18004252440

2.2 ISSUE OF CARDS

(i) Only POSB ATM/Debit cards can be used in these ATMs (Not the Cards
issued by other banks).

(ii) ATM/Debit Card requests of customers will be captured in Finacle by the Post
Offices and request form along with KYC documents will be kept at the Post
Office in a guard file. If customer has an account opened before migration to
CBS, a separate New/Change KYC Form should be obtained from the
customer and submitted to the CPC for scanning and uploading.

(iii) CPC Bangalore will generate Files on daily basis (detail given in below
process for CPC) and upload into YCS Card Management Application.

(iv) PIN will be generated at CPC Bangalore and despatched to the address of
the applicant through service registered mail.

(v) Card Embossing File will be sent by CPC Bangalore to the Card Vendor .

(vi) DMCC Chennai for the present and Card vendor (when on board) will prepare
Post Office-wise bundles (for personalized cards) and send the same to the
concerned Post Offices via service Insured Packet.

(vii) DMCC or Card vendor (when on board) will send Insta Cards to CPC
Bangalore via service Insured Packet.

(viii) CPC Bangalore will create Welcome Kits in Finacle and prepare one
envelope containing Welcome Letter, ATM/Debit Card and PIN. Bundles of
Welcome Kits will be prepared at CPC and despatched to the concerned Post
Offices via service Insured Packets.
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(ix) Post Offices concerned will maintain stock and issue registers for
personalized cards and Welcome Kits separately in manuscript and take
applicant’s signature against delivery in the issue register and make
corresponding entries in the stock registers.

(x) To start with, 50 Insta Cards are being sent to all concerned post offices by
CPC Bangalore shortly. These cards should be issued, once ATM Machine is
installed and tested at the location. Once final SOP is in place, maximum
balance of Welcome Kits to be retained in a post office will be 550. When
stock is reduced to 50, further indent of next 500 Welcome Kits should be sent
through e mail to CPC Bangalore by post office.

(xi) On viewing the indent, CPC Bangalore will generate subsequent Welcome
Kits and despatch to the post offices.

(xii) For the present, ATM/Debit Card will be issued to Post Office Savings
Bank (POSB) Savings Account Holders who have balance of Rs.5000/- at the
time of applying ATM/Debit Card.

(xiii) Initially, following services will be available to POSB customers at

ATMs:-

 Cash Withdrawal

 Fast Cash

 Balance Inquiry

 Mini Statement

 Funds Transfer (Funds Transfer within OWN Savings Accounts of

POSB)

 Funds Transfer (Funds Transfer to other Savings Accounts of POSB)

 Pin Change

(xiv) Maximum amount that can be withdrawn from ATMs in a single day will
be Rs.25000/- and at a time, Rs,10,000/-.

(xv) If any existing Account Holder desires to get ATM/Debit Card,

application on the prescribed form along with KYC documents (if account is
opened before migration) is to be obtained.

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(xvi) Depositor who wants to have ATM/Debit Card will submit application in
the prescribed form at the post office where account stands.

(xvii) Counter PA and Supervisor have to see as to whether the account was
opened before or after migration to CBS. If account was opened prior to
migration, full KYC documents as required as per Master Circular No.1/2012
should be taken. If account was opened after migration, Counter PA and
Supervisor should see that KYC documents are submitted at the time of
creating CIF.

(xviii) PA and Supervisor have to ensure that all fields are properly filled by
the depositor.

(xix) PA will go to HACLI and see available balance in the account. If

balance is either equal to or above Rs.5000/-, signatures on the application as
well as available in the Finacle CBS application should be matched.
Supervisor will also verify balance and signature in the account. They will put
their signatures at the relevant place in application form in token of having
verified signatures and approved issue of Card.

(xx) Counter PA will Invoke menu CCMM (Custom Card Maintenance

Menu) and enter relevant details.

1. Personalized Cards

 If customer has multiple Saving Accounts & wants to link to

same card with all or selective accounts, Post Office should
create a request for the Primary Card first.

 When the customer visits the Post Office for collecting the
card , Use CCMM(Modify Option) & place a request for
activation

 Use CCMM(Modify Option) & link other account to the card.

2. Instant Cards

 If customer has multiple Saving Accounts & wants to link to

the same card, Post Office should create a request for the
Primary Card first.

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  Ask the customer to place a request for linking on the
subsequent visit, Use CCMM(Modify Option) & link other
account to card.

2.3 Other Options

 Hot Listing – This option will be used when the Account Holder
requests for hot listing of the card in event of

 Card is Lost

 Card is Damaged

 Card is Stolen

 Replace

 Replacement – This option will be used when the Account

Holder requests for replacement of the card.

 ATM Pin Request – This option will be used when the Account
Holder requests for subsequent Pin.

 Verify – This option will be used to verify the A (Add) or M (Modify)

option. The Hot listing of cards in CMS (Card Management System) will
be done during the verification in CBS (Finacle) by Supervisor.
Subsequent to Verification, other processing will be done by Bangalore
CPC during the End of Day

 Cancel – This option will be used to cancel the A (Add) or M (Modify)

Operation conducted by the PA before verification in case of any
mistake.

 Inquire – This option will be used to inquire the details in CMS (Card
Management System). Either CIF Number or Card Number or Both CIF
Number and Card Number can be provided as an input on the criteria
page and details will be listed in the “Details Screen”

 History – This option will be used to inquire the request in CBS

(Finacle). The enquiry will display the date on which the account holder
has requested for the maintenance.

 Every activity initiated by Counter PA has to be verified by the

Supervisor.

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  The process for issue of personalized and instant cards is same except
that for Personalized Cards, Card Holder’s name will be embossed on
the card by existing Card Vendor and sent to DMCC instead of CPC
Bangalore till new vendor is selected.

 Presently , interim process of issue of card by DMCC. Subsequently it

will be replaced by the regular vendor M/s CMS info sys Ltd.

2.4 Process to be exclusively followed at Bangalore CPC

 Bangalore CPC via CCDM (Custom Card Download Menu) on daily

basis will download all files by giving parameter as date and in the field
of SOL ID as “all”. These downloaded files will be processed
automatically by CAMS (Card Access Management System) and
details of how to check the errors will be explained in the CAMS (Card
Access Management System) User Manuals.

 Branch Registration File – This file contains the details of the SOL ID
created in CBS (Finacle) for creating post offices in CMS (Card
Management System). This activity is required to be done on the day of
migration. CMS (Card Management System) has the details of the
supervisor & address of the post offices where the “Welcome Kits” will
be dispatched to.

 New Customer Registration File – This file contains all the customers
across post offices who have requested for card.

 Account Details File – This file contains requests of all the customers
across post offices who have requested for Linking/Delinking of
additional accounts to existing cards.

 Address Details File – This file contains the address of all customers
who have been issued cards & have made changes to their address.

 Renewal/Re-issue File – This file contains requests of all the

customers who have placed a request for Renewal/Re-Issue

 Reconciliation File – This file contains all financial transactions done

during the day & is used during the reconciliation of ATM Transactions.

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2.5 Card Stuffing and despatch from Bangalore ATM Unit
(i) Bangalore ATM Unit will receive the packets and verify the quantity of
cards received with the relevant reports from the vendor.

(ii) Bangalore ATM Unit will match the physical card with the PIN mailers
based on card number and kit numbers from the correct PIN mailer
bundle.

(iii) Bangalore ATM Unit will prepare the welcome kit by inserting the card,
respective PIN mailer of the card along with the terms and conditions
booklet and welcome letter.

(iv) Bangalore ATM Unit will prepare the welcome kit bundles SOL ID wise
and will prepare individual packets.

(v) Bangalore ATM Unit will generate the card generated report from CIMS
application for the particular day for which the card bundles are
prepared for despatch and a printed copy of the report will be kept
inside the packets along with welcome kit bundles.

(vi) Bangalore ATM Unit will dispatch the cards in CIMS backend
application based on the batch number before actually sending the
welcome kit bundles to the respective Post Office.

(vii) Bangalore ATM Unit will maintain a separate register for the
cards that are dispatched through post to the respective Post Office.

3 Roles and Responsibilities of Department of Post

3.1 Monitoring
 Issue - AGS finds ATM is not functioning – No Transactions from the
ATM.
Action - Post Office to help AGS monitoring team with answers for some
standard queries like - Power availability, Screen hanging with same display,
Standard power outage, Branch connectivity issue.
 Issue - Post Office Personnel finds ATM is not functioning - No
Transactions in the ATM.
Action - 1) Post Office of the ATM to send an email to
[email protected]

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 2) Post Office of the ATM to help AGS monitoring team with
answers for some standard queries like - Power availability,
Screen hanging with same display, Standard power outage,
Branch connectivity issue.

3.2 ATM Site Issue

 Issue - Any site related problem reported by customers /Caretaker
/Observed by DOP staff like Theft attempt, Vandalism, Mis dispensation.
Action- 1) Post Office to Shut down the Site and call the Cash Replanishment
Agency / Local R & M executive of AGS (contact number is to be
obtained locally) immediately and report.
2) Post Office to send an email to [email protected]
with details.
 Issue - ATM/Camera Installed in the ATM is not working
Action - 1) Post Office can send an email to [email protected]
with details.
 2) Log a call with AGS if ATM/Camera is not functioning.
Custodian of the ATM to help the monitoring team by providing first level
clarifications with answers for some standard queries like - Power availability,
Screen hanging with same display, Standard power outage, Branch
connectivity issue,etc.,Call FSI (AGS) caretaker incase of theft attempt,
vandalism, Mis dispensation.

3.3 ATM Not Working

 Issue -1 : Staff or Client observes that the ATM is not operational

Action - 1 Post Office to send an email to [email protected]/

[email protected] with the details like ATM ID and
relevant details.

 Issue -2 : Issue with Local LAN connectivity - Post Office router ok and ATM
not connected

Action - 1) Post Office to help to get the LAN connectivity between branch
switch and ATM room I/O port.

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3.4 Cash Management
3.4.1 Cash Audit
 Issue - Surprise cash audit - Fake note complaint
Action - 1. Post Office to send an email to [email protected]
with details of fake Note complaint.
2. Post Office to conduct surprise cash audit at the time of loading
or route audit with proper schedule with AGS

3.4.2 More Cash

 Issue - Long holiday/Festival season - Requirement to load more cash

Action) Post Office to send an email to [email protected]/

[email protected] with details. Inform AGS cash team for any
special loading schedule in case of any scenario as listed.

3.5 Customer Complaints

 Issue - Cash not dispensed - Dispute Transaction

 Action – Post Office : Once a Customer informs Post Office about cash not
dispensed or Dispute a transaction, Post Office will intimate the details to FSI
(AGS) through email [email protected]
with the dispute details like ATM ID, Date , Time, Card number, Transaction
number and Amount for dispute management.

 Consolidated customer dispute file to be sent by Post Office with complete

transaction details.

3.6 Load Cash

Action - Post Office to approve the indent submitted by AGS for loading the
cash as an interim process till final SOP is circulated.

3.7 Audit Cash

 Action - Post Office to do surprise Audit checks at the ATM and validate the
physical cash with the switch counters and CBS.
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3.8 Extra Cash Load
 Activity - Post Office to inform the FSI (AGS) if there is requirement to load
extra cash in advance considering the Holiday/Festival Season

3.9 CMS ( Card Management Solution)

3.9.1 Product Set up

 Issue - How to set up a new Product in the system?

 1) Bangalore (CPC) can look at Product summary view on the usage settings/
behavior patterns such as limit, delivery channel, fee profiles linked to the
product.

3.9.2 Branch Registration

 Issue - How to register a new Branch in Finacle?

 Action - Bangalore Circle (CPC) user has to register the branch details in
Finacle during the migration of the branch to Finacle.
2) Bangalore (CPC) has to download the Branch registration file from the
CCDM menu in Finacle and the file will be placed in the respective path for
auto-Upload to FSI (YCS) application

3.9.3 User Registration

 Issue - How to register a new SSO user for accessing ATM application?

Action – (i) DOP CEPT Team has to create a User and Register the User
details in Finacle.
CEPT Team user has to assign the Role to the new User created and provide
access to the ATM application in SSO.
(ii) Once the users are created, the same details can be downloaded and
uploaded into YCS application.
(iii) DOP (CEPT) Team can download the Branch User details in Finacle using
the menu CCDM. The file name is Branch User Registration File. The file will
be downloaded and placed automatically in the required path for the auto-
Upload application of YCS for further processing.

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  Issue - User Role/ Profile

 Action - DOP (CEPT) can access the Change profile link in the ATM
application through SSO and the User role for the newly created User
can be mapped as per the requirement by the respective CPC.

3.10 Personalized Card Order

 Issue - New Card Request in CCMM

Action – (i) Post Office should register the Customer details and place the
personalized Card order in the CCMM menu in Finacle.

(ii) Invoke CCMM menu in ADD and enter the CIF ID details.

(iii) In details page of CCMM menu, select the Account Number for which the
card needs to be issued and specify the Name which is to be printed in ATM
Card and enter other details like Card Type, primary A/c Flag and Action as
Request.

(iv) After entering all the details, click on Submit. The same needs to be
verified using the Supervisor login.

(v) Once the record is verified, the details can be downloaded using CCDM
menu.

(vi) To the already existing card, if the user links or delinks any account, the
same needs to be done in CCMM menu.

(vii) If the already existing card is lost and needs to re-issue or the card
validity is expired and the card needs to be renewed, the same needs to be
done in CCMM menu.

Download Customer Details in CCDM

3.11 Modify Cards

 Issue - How to Modify card details, de-activate, hotlist, renew Cards?

Action) (i) If the already existing card is lost and needs to re-issue or the card
validity is expired and the card needs to be renewed, the same needs to be
done in CCMM menu.
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3.12 Download Customer Details in CCDM

Action - (i) The Customer details with personalized card order details will be
downloaded from the CCDM menu in Finacle (File Name is New Customer
Registration File) and placed automatically in the required path for the auto-
Upload application of YCS for further processing.

(ii) Linked or delinked Account details can be downloaded from CCDM menu
in Finacle. (File Name is Account Details File). The file will be downloaded
and placed automatically in the required path for the auto-Upload application
of YCS for further processing.

(iii) If the customer having ATM card had changed the address details in
CMRC menu in Finacle, the same details can be downloaded in CCDM menu
in Finacle. The file name is Address Details File. The file will be downloaded
and placed automatically in the required path for the auto-Upload application
of YCS for further processing.

(iv) If the ATM card is re-issued or renewed, the same details needs to be
downloaded and then uploaded into YCS for further processing. This can be
done from CCDM menu in Finacle. The file name is Renewal/Re-issue File.
The file will be downloaded and placed automatically in the required path for
the auto-Upload application of YCS for further processing.

(v) YCS will debug, in case if the auto-upload processing is not successful for
any of the downloaded file and a ticket is logged with the FSI (YCS) L1.

3.13 Instant Card Order

 Issue - How to Place an Instant card order

Action - 1) Post Office will access the ATM application ( CMS ) through SSO
and place the Instant Card order as required by the branches under them.

 Issue- How to confirm an Instant card order?

Action - 1) CPC Bangalore Users to access the ATM application (CMS)

through SSO and confirm the Instant Card order placed such that they can be
taken up for further processing.

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3.14 Card Generation

 Issue - How to Generate card number.

Action - 1) Card Processing Bangalore CPC will login to MIS Server and
execute the CMS utility to generate the Card number for both Instant and
personalized cards as order placed.

3.15 HSM configuration

Issue - How to Configure HSM ( Host Security Mode ) for Pin mailer
printing?

Action - 1) CPC Bangalore needs to access HSM Console that is connected

directly to the HSM located in the CPC and configure Pin mailer printing. This
will help for alignment process, FSI (YCS) will support on call in case of any
issues.

3.16 PIN Generation

 Issue) How to Generate Pin mailer for generated card number ?

Action - 1) Card Processing CPC Bangalore will initialize and validate the Pin
mailer printing setup that includes the planning for the pin mailers to be
printed and setting up the HSM for the printing process.

2) Card Processing CPC Bangalore to access the Pin mailer generation and
printing option in the CMS utility to print the pin mailers for the Instant and
personalized card orders. Login the MIS Server and execute the CMS utility to
generate the Card number for the Instant and personalized card orders placed
by the individual branches.

3.17 Embossing
 Issue - How to emboss the card in CMS?

Action - 1) Card Processing CPC, Bangalore will select EMBOSSING

option to generate the embossing files for the Card orders for which the
Pin mailers were printed for the Day.

2) Card Processing Bangalore CPC to place the emboss files in the

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 SFTP folder such that the embossing files can be accessed by the
Card personalization vendor to emboss the Cards.

3.18 Card Dispatch

Issue - How perform card dispatch in CMS?

Action - 1) Card Processing CPC Bangalore will login to the ATM application
(CMS) through SSO and access the Instant Card order details in the Card
Dispatch link to signal the completion of the Instant Card order processing life
cycle.

3.19 Card Delivery

 Issue - How to do the card Delivery in CMS?

Action - 1) Card Processing CPC Bangalore to execute the Delivery process

in the CMS utility on successful completion of the Embossing files creation.
2) After running the DELIVERY option Successful in CMS utility then process
signals the completion of the Personalized Card order processing lifecycle.

3.20 Receipt
 Issue - How to do the receipt for the order in CMS?

Action) 1) On receipt of the embossed cards for instant card orders, the
respective Branch Users are required to acknowledge the receipt of the
processed card through the Card receipt link in the ATM CMS application
accessed through SSO.

3.21 Instant Card Issuance

 Issue - How to issue an instant card?

Action) New Instant Card Request in CCMM:

1) Post Office should register the Customer details and place the instant Card
order in the CCMM menu in Finacle.

2) Invoke CCMM menu in ADD and enter the CIF ID details.

3) In details page of CCMM menu, select the Account Number for which the
card needs to be issued and specify the Name which is to be printed in ATM
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 Card and enter other details like Card Type, primary A/c Flag and Action as
Request.

4) After entering all the details, click on Submit. The same needs to be verified
using the Supervisor login.

5) Once the record is verified, the details can be downloaded using CCDM
menu as specified for personalized cards.

3.22 Card Activation

 Issue - How to activate the card?

Action - 1) Post Office should access the CCMM menu in Finacle to place
the Card activation request for personalized Cards by modifying the status as
active.

2) CPC Bangalore person should download the Card Activation file from the
CCDM menu in Finacle (File Name is Renewal/Re-issue File) and place in the
respective path for auto-Upload to FSI (YCS) application

3.23 Call centre

 Issue - How to activate the card?

Action - 1) The Call Center executives of the DOP can login to the ATM call
center application (CMS) to service the requests from the Card holders of
DOP.

2)The Call center executives can perform Card maintenance activities such as
Card hot listing, Card replacement, Pin regeneration request and Customer
information maintenance such as Address update etc.

3.24 Reports
 Issue - How to download reports from CMS?

Action - 1)The selected users of DOP can access the ATM application
through SSO and download the Daily reports and Monthly reports using the
Daily reports and Monthly report menu tab under the Reports menu.

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3.25 Re-Generation of reports
 Issue - How to regenerate the reports from CMS?

Action - i)In case if the Daily and monthly reports are not available in the
Reports menu in the ATM application, then the regeneration request for the
reports can be placed using the Regeneration of reports link under the
Reports menu.
ii) The regenerated reports can be accessed from the Daily Reports and
Monthly report menu tab under the Report menu on completion of the
regeneration process.

3.26 ATM Addition

 Issue - How to add an ATM?

Action- i) The CPC Bangalore to identify the ATMs that are installed and
ready to be added into the ATM switch application.
The general details of the ATM such as the branch to which the ATM is linked,
Contact person, address details, cassette and denomination configuration for
the ATM are to be updated in the ATM addition template.

3.27 CAM (Card Access Management)

3.27.1 Transaction Monitoring

 Issue - CAM Transaction Monitoring

Action - The ATM reconciliation User of DOP ( CPC Bangalore)can access

the Transaction monitoring link in the CAM application/AGS application using
the default login to view the online transactions processed by the ATM Switch.

The Transaction monitoring link provides real-time update on the transactions

processed by the ATM switch.

3.27.2 Health check of ATMs

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  Issue - CAM Monitoring ATM

Action - The ATM reconciliation Users of DOP can access the real time
status update on the ATMs pertaining to the hardware and media
components. Based on the information displayed further action can be taken
up with the managed services to resolve/ address the issue.

Issue - Cash Balance- View

Action) The ATM reconciliation Users of DOP can access the real time cash
status in the ATMs and take the appropriate actions as warranted by the
situation.

3.28 General

Activity - Communication
Action - In case of any scheduled activity or emergency unscheduled activity,
the communication and required approvals will be sought by the respective team
from the other entities. The communication to the entities will be based on the
contact matrix shared by the individual entities. Infosys team will get the details
and send to DOP for approvals.

4 Roles and Responsibilities of AGS:

4.1 Scope of work of AGS (Managed Service Provider)

 Site Maintenance including UPS and AC – AGS

 Incident Management Services
 FLM (First Level Maintenance) and Monitoring Services – AGS
 Call logging for SLM ( Second level Maintenance)
 FIR – Related to Theft - Infosys
 Central Helpdesk for ATM fault reporting and queries - AGS
 Cash Replenishment Services - AGS
 Forecast/Indent
 Collect/Replenish
 Reconciliation

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  Consumable Management

4.2 Monitoring of ATMs

01 - AGS finds ATM is not functioning – No Transactions from the ATM.

Action - 1) AGS support Personnel will call the concerned Post office where the
ATM is situated.

2) AGS will ascertain from the Post office the details like - Power
availability, Screen hanging with same display, Standard power outage,
Branch connectivity issue etc. Then AGS will analyze the problem and
provide necessary solution.

02 - Camera is not working

Action - AGS will find through health check monitoring and provide necessary
solution.

4.3 Transaction Monitoring in ATMs

1) - Switch Transactions

Action - FSI (AGS): Based on the feeds and switch files received from FSI YCS,
AGS will be monitoring the transactions. Analysis pertaining to the transaction
rejection and its reason will be deciphered, investigated based on the transaction
processing flow recorded and error codes.

02) - Health check of ATMs

Action - AGS team will monitor the health of the ATM machine based on the
feeds from switch and visits by CRA team. Take appropriate action as necessary

24
4.4 Cash Management

01 - Cash not dispensed from ATM - Dispute Transaction

Action - FSI (AGS) team will collect the required details like Switch transaction
file, CBS Files, and EJ from the ATM machine and Camera footage and do
analysis and provide the final report to DOP through Excel (in future through
SFTP/Web).

FSI (AGS) will send confirmation to DOP whether credit adjustment pass to
customer or not after verification of EJ, switch & GL. TTUM file will be provided to
DOP (CPC) if credit adjustment pass to customer.

02 - Loading of Cash in ATM

Action - AGS will send the cash indent to SBI /CRA/DOP/Infosys on

designated/authorized email IDs shared by bank /DOP /INFOSYS.

03 - Forecast

Action) FSI (AGS) will forecast cash based on dispensation trend and contract
Obligation, far of ATMs may require relaxations in loading /eod as per CRA
feasibility.

04 - Extra Cash Load

Action - FSI (AGS) to provide the indent based on the requirement from DOP
and load the ATM accordingly.

05 - EOD/CBR (C3R) Report

Action - FSI (AGS): After Cash loading activity is completed, FSI (AGS) will
share the C3R report to email IDs provided by Infosys on T+1 day.

6 - Load screen
Issue - how and to whom the incident should raise when we get incorrect
screen in the ATM machine?

Action - 1)During the new ATM addition into the Switch, in case, if any screen is
not displayed properly on the ATM or if any, exceptions are encountered
pertaining to the screen display, then DOP/ AGS will contact the FSI (YCS) L1
team for resolution.
25
 2) The screen load to the ATM will be initiated in which the ATM will be queried
for its hardware status and instruction pertaining to the screen load sequence will
be sent to the ATM.

4.5 Load fit

4.5.1 LOAD FIT

1) During the new ATM addition into the Switch, in case, if any exception is
observed in the transaction flow for the configured transactions, then DOP/ AGS
will contact the FSI (YCS) L1 for a ATM Fit load command to the respective ATM.

2) The Fit load to the ATM will be initiated in which the ATM will be queried for its
hardware status and instruction pertaining to the Fit such as the transaction flow
sequence will be sent to the ATM.

4.5.2 Load Key

1)During the new ATM addition into the Switch in case if any exception is
observed in the Pin processing for the test card transactions, then AGS will
contact the FSI (YCS) L1 for a Key load command to the respective ATM.

2) The key load to the ATM will be initiated either on request from the AGS team
or if any key exchange error is noticed in the transaction logs from the FSI (YCS)
L1 team during the ATM addition.

4.6 CAM

1 - CAM Transaction Monitoring

Action - AGS Transaction Monitoring team will do the transaction monitoring

using AGS application.

2 - Health check of ATMs

Issue - CAM Monitoring ATM

Action - AGS will do the monitoring using their application and will track and log
calls with NCR for any issue and take it to closure.

26
3 - Cash Balance- View

Action - AGS: Read only access to the AGS monitoring application will be
provided to reconciliation users of DOP.

4 - Client Installation at ATM

Issue) Installation

Action - FSI (AGS): The Tranxit client installation at the newly added/ service
ATM is to be validated by confirming the logs at the Tranxit server.

5 - Accessing Downloaded EJ file

Action - The FSI (AGS) Team can access the electronic journal files of individual
ATMs from the specified shared folder that is available with restricted access to
them.

The e-journal files for previous day transactions will be available in the shared
folder for access.FSI (AGS) team will handle in case of any exception pertaining
to the non-availability of the e-journal file for an ATM.

6 - Manual EJ Download

a) Download EJ Files

Action - FSI (AGS): In case of any exception pertaining to the non-availability of

the pre-dated e-journal file of an ATM is encountered or if the DOP reconciliation
team require the e-journal file of an ATM for the current date then the e-journal
file download request will be processed by the FSI (AGS) team.

b) EJ downloads failure

Action - FSI (AGS): In case if there is a download failure for a manual e-journal
download request, the FSI (AGS) team will be required to visit and investigate the
reason at the ATM. The Tranxit client installation at the ATM needs to be
validated and confirmed.

27
 C) Tranxit Client Maintenance

Action - FSI (AGS): During the preventive maintenance activity at the ATM, the
Tranxit client installation should be validated and confirmed by the FSI (AGS)
team.

4.7 RECONCILATION

1- CBS file Upload

Action - FSI (AGS) to log a call with Infosys helpdesk team if the files are not
available in the folder.

2 - EJ Files Upload

Action - FSI (AGS): The EJ files downloaded from the individual ATM for the
previous day transactions will be retrieved from the Tranxit server, formatted and
uploaded into the settlement and reconciliation application. EJ need to be pulled
by FSI (AGS) on T+1

3 - Switch File Upload

Action - FSI (AGS): The Files will be uploaded into the Settlement and
reconciliation application of FSI (AGS) for further processing. If the files are not
available FSI (AGS) to raise a ticket with FSI (YCS) L1 Team.

4 - Reconciliation Process

Action - FSI (AGS): The upload of the CBS, EJ files and Switch transaction file
with the information pertaining to the previous day transactions will be validated
and confirmed in the Settlement and reconciliation application.

On successful upload and confirmation, the reconciliation process engine will be

initiated for the two-stage reconciliation between the EJ file data, Switch data and
EJ file data, CBS data.

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 5 - Reconciliation reports

Action - FSI (AGS): On successful completion of the reconciliation process for

transaction of a specified date, the matched and unmatched transaction reports
will be generated and forwarded to the ATM reconciliation team of DOP for
Reconciliation Action.

Reconciliation process will run & ABR (ATM Balancing Report) generated for
each ATM on T+1

6 - Journal Printer Reports/Safe Guarding - Journal Printers

Action - FSI (AGS) will take the Journal Printer Report from the ATM and will be
providing it to DOP for safekeeping.

7 - Dispute Management - Transaction Disputes

Action - FSI (AGS) team will collect the required details like Switch transaction
file, CBS Files, and EJ from the ATM machine and Camera footage and do
analysis and provide the final report to DOP through Excel (in future through
SFTP/Web).

FSI (AGS) will send confirmation to DOP whether credit adjustment pass to
customer or not after verification of EJ, switch & GL. TTUM file will provided to
DOP If credit adjustment pass to customer.

4.8 General

1) Communication
Action - In case of any scheduled activity or emergency unscheduled activity,
the communication and required approvals will be sought by the respective team
from the other entities. The communication to the entities will be based on the
contact matrix shared by the individual entities.

29
5 Roles and Responsibilities of Infosys:-

1 - CBS file Upload

Action - Infosys: The CBS GL file for the transactions processed for the day by
Finacle will be downloaded into a specified file format and made available to the
FSI (AGS) team for upload to the settlement and reconciliation

2 - PIN Generation
Action - Infra team Analyze and resolve in case of any network disconnect
between the HSM dedicated for Pin printing and MIS Server.

3 -Embossing
Issue - How to emboss the card in CMS?

Action - Infra Analyze and resolve in case of any network disconnect in the
SFTP connectivity between the MIS server to the Card personalization vendor.

4 - Client Installation at ATM

Action - Infra: Infra team to ensure the necessary ports are opened by DOP Sify
for connectivity with Tranxit Agent.

5 - IT- Infra
Action - Infra :The Disk space utilization in the application path in the ATM
transaction, Switch, MIS server are to be monitored to ensure that sufficient disk
space is available for the transaction logging by the applications.

The Transaction logs created by the various applications such as Switch, Web
portal, Tranxit and reconciliation are to be archived on a periodic basis to the
storage and should be made available on a need to need basis.

6 - DB Maintenance

Action) Infra: The data purging utility needs to be executed on a periodic basis
to purge the data from the online transaction tables for data archival. Instruction
for purging is available in the data purging process notes.

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 7- Communication

Action) In case of any scheduled activity or emergency unscheduled activity, the

communication and required approvals will be sought by the respective team
from the other entities. The communication to the entities will be based on the
contact matrix shared by the individual entities. Infosys team will get the details
and send to DOP for approvals.

6 Roles and Responsibilities of NCR:-

1 - Health check of ATMs

Action - FSI (NCR): If camera is not working or any parts are to replaced has to
be done FSI (NCR) and call will be logged by FSI (AGS)

2 - Loading of Cash in ATMs

Action -FSI (NCR): For the first time FSI (NCR) has to ensure that ATM machine
is tech live and handover it to FSI (AGS)

3 - How to add an ATM

i) The ATMs are to be shipped to the prepared sites by NCR and installation
needs to be completed.

ii) The connectivity of the individual ATMs from the Branch site to the Transaction
server are to be ensured.

4 - Load ATM
Full Load of the ATM s/w and h/w

Action - The full load to the ATM will be initiated in which the ATM will be
queried for its hardware status and all the instructions such as the Screen, State
and Fit load will be sent to the ATM by NCR engineer with the help of MASTER
CD provided by Infosys.

31
 This is required only during installation/re-installation of Software in ATM
Machine.

2In case of any servicing/ replacement of components at the ATM, the NCR
engineer will request the FSI (YCS) L1 for a full load to the ATM.

6.1 Installation

Action - FSI (NCR): The Tranxit client application needs to be installed in the
new ATM as part of the ATM software installation at the identified site by DOP.

FSI (NCR) to call the FSI (AGS) to confirm the successful installation of the
Tranxit client application in the newly added/ Serviced ATM.

1- EJ downloads failure
Action - FSI (NCR)): Co-ordinated efforts between the FSI (FSI (NCR))) and FSI
(AGS) to analyze and investigate the reason for the e-journal download failure
and arrange for the required resolution.

6.2 General

1) Communication

Action - In case of any scheduled activity or emergency unscheduled activity,

the communication and required approvals will be sought by the respective team
from the other entities.

The communication to the entities will be based on the contact matrix shared by
the individual entities.

Infosys team will get the details and send to DOP for approvals.

7 Roles and Responsibilities of YCS:-

7.1 Transaction Monitoring
01 - Switch Transactions

Action - FSI (YCS) : The Transaction monitoring will also be performed based on
the transaction logs in which the real-time status of the transaction processed are
available in the ATM Switch. Any analysis pertaining to the transaction rejection
32
 and its reason will be deciphered, investigated based on the transaction
processing flow recorded onto the transaction logs.

02 - Health check of ATMs

ATM Health Monitoring

Action - FSI (YCS) to provide the health information of the ATM by feeds to FSI
(AGS)

03 - Load Cash
Action - FSI (YCS): In case if switch servers are not updated correctly then FSI
(YCS) to debug the system and provide support.

04 - Audit Cash
Action - FSI (YCS): Cash Balance File needs to be sent by Switch on hourly
basis.

Dispense file need to be sent by Switch on 0:00 hour cut off on daily basis

7.2 CMS

01) Product Set up

A - How to set up a new Product in the system?

Action - 1) FSI (YCS) L2 will define any new card product in the System.

2) FSI (YCS) L2 can do Modification/addition of Transaction limit codes, Fee

codes to the existing Card products based on the required from DOP.

02) Branch Registration

a) How to register a new Branch in Finacle?

Action - FSI (YCS) L1 Debug in case if the branch registration file is not
processed by the auto-upload application

03) User Role/ Profile

Action - FSI (YCS) L1: Debug in case if the registered User allowed access to
ATM application through SSO is not able to access the functionalities based on
the assigned roles

04) Download Customer Details in CCDM

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Action - YCS will debug, in case if the auto-upload processing is not successful
for any of the downloaded file and a ticket is logged with the FSI (YCS) L1.

05) Instant Card Order

a) How to Place an Instant card order?

Action - 1) YCS will Debug in case if the any exception is observed and a ticket
is logged with the FSI (YCS) L1.

6) Instant Card Order Confirmation

a) How to confirm an Instant card order?

Action - YCS Debug in case if the any exception is observed and a ticket is
logged with the FSI (YCS) L1.

7) Card Generation
a)How to Generate card number?

Action - YCS debug in case if the any exception is observed in the Card number
generation process in the CMS utility and a ticket is logged with the FSI (YCS)
L1.

8) HSM configuration
a) How to Configuration HSM for Pin mailer printing?

Action - YCS Debug in case if the any exception is observed in the Alignment
process in the HSM Machine and a ticket is logged with the FSI (YCS) L1.

9) PIN Generation
a)How to Generate Pin mailer for generated card number?

Action - YCS Debug in case if the any exception is observed in the Pin Mailer
printing process and a ticket is logged with the FSI (YCS) L1.

Debug in case of any exception pertaining to the functioning of the HSM for the
pin mailer printing configuration and processing.

10) Embossing
a) How to emboss the card in CMS?

34
Action - YCS Debug in case if the any exception is observed in the Embossing
file creation process and a ticket is logged with the FSI (YCS) L1

11) Card Dispatch

a) How perform card dispatch in CMS?

Action - YCS Debug in case if the any exception is observed in the Card
dispatch link in the ATM application and a ticket is logged with the FSI (YCS) L1.

12) Card Delivery

a) How to do the card Delivery in CMS?

Action - YCS Debug in case if the any exception is observed in the delivery
process in the CMS utility and a ticket is logged with the FSI (YCS) L1.

13) Receipt

a) How to do the receipt for the order in CMS?

Action - YCS Debug in case if the any exception is observed in the Card receipt
link in the ATM application and a ticket is logged with the FSI (YCS) L1.

13) Card Activation

a) How to activate the card?

Action - YCS Debug in case if the Card activation upload file is not processed by
the auto-upload ATM application and a ticket is logged with the FSI (YCS) L1.

14) Call center

a) How to perform Card maintenance activities?

Action - YCS Debug in case of any exceptions in the Call center portal of the
ATM application and a ticket is logged with fsidopatmhd.

15) Reports
a) How to download reports from CMS?

Action - YCS Debug in case if the reports generated by the scheduler are not
available on the web portal for Viewing and download.

35
16) Re-Generation of reports

a) How to regenerate the reports from CMS?

Action - YCS Debug in case if the report regeneration process is not successful
where in the reports will not be available under the reports menu.

17) ATM Addition

a) How to add an ATM?

Action - The ATM addition template needs to be updated for the ATMs to be
added in to the Switch by YCS. The details such as the port number for the
region and verification of the ATM details will be performed.

18) Switch

a) Applications start and stop services

Action) 1) In case of any schedule maintenance activity, the Start/ Stop or restart
of the Switch services will be performed by YCS Team.
2) In case of any exceptional scenario such as network failure, power outage,
disk space utilization errors, the Switch services will be restarted with approvals.

19) ATMC

a)TMkeys addition
Action -YCS will debug in case if any exception is observed during the
generation of the TMK index creation and addition of the ATM details in to the
Switch. The newly added ATM details are to be validated and confirmed.

20) ATM services - Start/Stop

a)Applications start and stop services

Action - 1) In case of any schedule maintenance activity, the Start/ Stop or

restart of the ATM services will be performed YCS.
2) In case of any exceptional scenario such as network failure, power outage,
disk space utilization errors etc, the ATM services will be restarted with
approvals.

36
 21) Load screen
a) How and to whom the incident should raise when we got incorrect
screen in the ATM machine?

Action - The screen load to the ATM will be initiated in which the ATM will be
queried for its hardware status and instruction pertaining to the screen load
sequence will be sent to the ATM.

22) Load fit

Action - The Fit load to the ATM will be initiated in which the ATM will be queried
for its hardware status and instruction pertaining to the Fit such as the transaction
flow sequence will be sent to the ATM.

23 - Load Key

Action - The key load to the ATM will be initiated either on request from the AGS
team or if any key exchange error is noticed in the transaction logs from the FSI
(YCS) L1 team during the ATM addition.

7.3 CAM (Card Access Management)

1) Transaction Monitoring
a) CAM Transaction Monitoring

Action - FSI (YCS) L1 :The transaction monitoring link (CAM) will also accessed
by the FSI (YCS) L1 team for monitoring purposes and to answer the queries on
the reason for the transaction rejection such as Customer and non-customer
errors.

In case if any exception in the display of the online transaction processing, the
FSI (YCS) L1 team will investigate and arrange for the resolution.
2) Health check of ATMs

a) CAM Monitoring ATM

Action) FSI (YCS) L1: Any query/ information received from DOP users will be
validated for the health check on the ATMs and it will be confirmed such that the
issue can be escalated to manage services for resolution.

37
 3) Switch File Upload

Action - FSI (YCS) L1: Switch Transaction file and Switch Admin File of the
Transactions processed by the ATM switch for the previous day will be
downloaded in the specified format and placed in the specified folder. Switch
Files need to be sent by FSI (YCS) on T+1
General
4) Communication
Action - In case of any scheduled activity or emergency unscheduled activity,
the communication and required approvals will be sought by the respective team
from the other entities.
The communication to the entities will be based on the contact matrix shared by
the individual entities.
Infosys team will get the details and send to DOP for approvals.

8 General Information -

NCR would support ATM operation/services during Sundays as well. AGS will raise
ATM breakdown tickets with NCR. In effect, AGS will be the point of contact for
any issues with the ATM. Support available from NCR 24X7.

2) Concerns: Routers to which the ATMs are connected should not be shut down by
post office. Same goes for the ATM, power to be available to the machine 24X7 to
avoid unnecessary issues/breakdowns.

3) What would be production date - Cash Live and first transaction confirmation
from YCS would be considered as Production date of the ATM for all the
purposes and for all parties.

4) Handover process - NCR will provide, after Tech live, the keys of the ATM
in a cover to DoP and AGS to get the same during cash loading process and
take over. Takeover by AGS - AGS will take the keys, passwords of the ATM and
admin cards from NCR through DoP. The arrangement of keeping the above said
cover with postmaster is only for convenience and on request of Infosys (for
coordination). However postmaster will have no liability / responsibility in the matter
whatsoever.

5) There are four Admin cards to each ATM . Admin cards and their passwords
to be transferred by postmaster to AGS permanently.

6) Admin cards are ATM specific and not interoperable with other ATMs.

7) The CIC or RIC from DoP will be available during Production Live and verify
basic transactions as per the signoff template.

8) Full Insurance starts from Production date. In-transit insurance of ATM alone
would be available from the date of delivery till 30 days, so Production Live of ATM
has to be completed within this period to have coverage at all times.

38
9) ATM will take 10 minutes to come online automatically when the power is
available after switch off.

10) NCR will intimate the ‘date of shipment/delivery’ beforehand

11) There will be an effort to minimize, if possible remove the gap between ‘Tech
live (NCR)’ and ‘Cash live (AGS)’ dates. Cash live to be confirmed by a financial
transaction.
12) EJ Files will be pulled from ATM Machine and it will be stored in Centralized
location by MSP(AGS)

13) The EJ pulling process is automated but also has the capability to manually pull
EJ Files. This is required in the scenario when network connectivity is established
after some issue.

14) The Reconciliation process will be done by AGS and they will provide a report
based on which the DoP can do the Rectification.

15) In case of theft, as Infosys owns the ATM, FIR has to be raised by Infosys and
AGS will assist them in proceeding further on this.

16) Housekeeping of the ATM room is not in scope of Infosys/AGS scope. It has to
be done by DoP.

17) Consumption of electricity by the ATM room would be around Rs.3000/month.

The major contributor would be AC and the others would be minimal, the charges
should be borne by DoP.

18) Monitoring – AGS may need help from DoP for the below three scenarios in
which will not be in a position to ascertain the root cause of the issue.

i. System hangs
ii. Any Silent errors
iii. Power failure.

19) Cash forecasting will be done by AGS, and the ATM will be loaded as per their
forecasting. It would take in to consideration the limits set by DoP. For initial and until
the cards rollout are not stable they need to follow the limits and once the cards
rollout is stabilized AGS will provide trends and based on the trends will do the
forecast of cash loading process.

20) The indent as provided by AGS has to be approved, all in one, by DoP.

21) DoP has to do verification of cash periodically for manual counting of notes in an
ATM.

22) All the deviation exceptions, if any required /done in the site , which are not as
per specifications have to be specifically approved by CIC in writing.
23) General cleaning /dusting and upkeep of ATM room shall be carried out regularly
by the respective post offices.

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 9 CONTACT DETAILS OF ALL PARTIES CONCERNED :
9.1 Contact Details of Circle SPOC person for ATM related activities

Name of Circle Name of SPOC Designation email id of SPOC Landline and Mobile No
040-23463634, 09490156758,
M.A. Rahman A.D. (Bldgs) [email protected]
Andhra Pradesh 09490156759
Assam Riju Ganguly DPS (HQ) [email protected] 0361-2540130 and 08811092244
Bihar R.B.Paswan AD ( PMU) [email protected] 0612-2201153, 7765031724
Chhattisgarh H.K.Mahawar A D (Tech) [email protected] ,9424281478
Delhi Rekha Rani AD(IT&FS) [email protected] 23559834 9958532345
Gujarat A J Patel ADPS (PC) [email protected] 079-25504673 and 8530308540
Haryana J K DATTA AD(BD & IT) [email protected] 0171-2603897, 94173-78239
Himachal Pradesh SP SINGH JASWAL AD(CBS) [email protected] 0177-2629003, 098167685353
Jammu Kashmir S.K.Kandwal ADPS (Tech) [email protected] 94691-26522, 0191-2479646
Jharkhand A.K.Jha APMG [email protected] 0651-2481125 , 08987789504
Karnataka M.Jayantha Kumar AD(FSI) [email protected] 080-22392514/9448283677
Kerala V.K.Reveendranadh OSD (CBS) [email protected] 0471-2307994/09400335180
Madhya Pradesh R.S.KOUSHAL A D (SB) [email protected] 0755-2553993, 9406914004
Maharashtra R. Muthupandi ADPS (CBS) [email protected] 022-22620940/ 09967582906
North East J. Lalrinsailova DPS (HQ) [email protected] 0364-2224922,8415946375
Orissa Dillip Kumar Samal AD(PMU) [email protected] 0674-2393481,09437124611
Punjab Nand Lal AD(Bldg) [email protected] 9416722079 and 8053201711
Rajasthan Laxmi Narain AD (Bldg) [email protected] 0141-2370041, 08094781743
Tamil Nadu R.Santhakumar AD(SB&FS) [email protected] 044-28522652 9445800419
Uttar Pradesh V. D. Dubey AD(SB/CBS) [email protected] 0522-2629240, 09415200934
Uttarakhand L M Joshi AD (Est.) [email protected] 0135-2651090, 9412976657
West Bengal Nirmalya Mitra ADPS(SB) [email protected] 033-22120064/9433395342

9.2 Contact details of SPOC- AGS for ATM site preparation activities
Contact
Name of the Circle SPOC - AGS Email Id - AGS
details - AGS
DELHI Moon [email protected] 9650622295
RAJASTHAN Sambhoo [email protected] 9251008168
TAMIL NADU Vinoth [email protected] 8098838803
PUNJAB Neeraj [email protected] 9888914240
KERALA Rajeev [email protected] 9287410221
ORISSA Dilip [email protected] 9237523199
UTTARPRADESH Sharad [email protected] 9554884000
MAHARASHTRA Manglesh [email protected] 9594296667
KARNATAKA Deva [email protected] 9035225588
UTTARAKHAND Sharad [email protected] 9554884000
HIMACHAL PRADESH Neeraj [email protected] 9888914240
ANDHRA PRADESH Vijay [email protected] 9666500040
ASSAM Dibyendu [email protected] 9836084200
BIHAR Dinesh [email protected] 9204479905
HARYANA (Ambala) Neeraj [email protected] 9888914240
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GUJARAT Manglesh [email protected] 9594296667

CHHATTISGARH Amit Jain [email protected] 9827530816

JAMMU & KASHMIR  Neeraj [email protected] 9888914240

JHARKHAND Dinesh [email protected] 9204479905
MADHYA PRADESH Amit Jain [email protected] 9827530816
WEST BENGAL Dibyendu [email protected] 9836084200
NORTH EASTERN Dilip [email protected] 9237523199

9.3 Contact Details of the Nodal Officer at Postal Directorate , Dak Bhawan.
(i) Shri V K Mohan - ADG (CBS), Dak Bhawan, Room No 326, Phone- 011
(23036378)/011(23036715). Email id – [email protected]

(ii) CBS Cell – 011 (23036967)/011(23036224)

9.4 Contact details of NISG Circle Project Managers/Project Executives

Circle Name Name of NISG Designation email ID Mobile Number
Resource
Andhra Pradesh Vamsidhar Kotagiri Project Manager [email protected] 91-9885607057
Assam Madhusmita Dutta Project Executive [email protected] 8474808816
Bihar Anupam Kumar Singh Project Manager [email protected] 9473194200
Chhatisgarh Ashwani Yadu Project Executive [email protected] 8821000069
Delhi ChanchaL Singh Project Executive [email protected] 9654044417
Gujrat Pramod Paswan Project Executive [email protected] 9904558318
Haryana Sujeet Kumar Singh Project Executive [email protected] 9416211488/72
06886643
Himachal Pankaj Bansal Project Manager [email protected] 9816049801
Jammu & Kanav Gupta Project Manager [email protected] 9596955700/80
Kashmir 54295700
Jharkhand Priyank Kanungo Project Manager [email protected] 9031014472
Karnataka Madhukar Battula Project Manager [email protected] 9480887373
Kerala Mr. Suku George Project Manager [email protected] 9895541992/85
47031992
Maharashtra Sachin Thube Project Executive [email protected] 8425933733
MP Ankit Mishra Project Executive [email protected] 9752037688
North East SHAMIK Project Executive [email protected] 9774066094
CHAKRABORTY
Odisha Prabhat Kumar Project Executive [email protected] 7894404451
Subudhi
Punjab Navdeep Gupta Project Executive [email protected] 7696012325
Rajasthan Manoj Panigrahi Project Executive [email protected] 9414028853
Tamilnadu H.Rajagopal Project Manager [email protected] 9884618158
UP Abhishek Sharma Project Manager [email protected] 7839125616
Uttarakhand Gaurav Sharma Project Manager [email protected] 9760642424
West Bengal Swarup Aich Project Manager [email protected] 9038207460

9.5 Contact details of Infosys Circle Project Managers

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Name of the Circle Infosys Circle PM Email Id Contact Details
ANDHRA PRADESH Satyendra Kumar Roy [email protected] 9032003728
ASSAM Manas [email protected] 9854019298
BIHAR Manikant Sharma [email protected] 9308561989
9860244508
CHHATTISGARH Narendra M Tiwari [email protected] 9893208274
DELHI Anjana Dhingra [email protected] 9810978447
GUJARAT Karan Gajjar [email protected] 9898687378
HARYANA Ayush Tibrewal [email protected] 9034013631
HIMACHAL PRADESH Karan Kaushik [email protected] 9219548188
JAMMU & KASHMIR Asif Ali [email protected] 9964750785
JHARKHAND Surya Kant Panday [email protected] 9031034797
KARNATAKA Alok Kumar Misra [email protected] 7022668700
KERALA Rohin Prasad [email protected] 8129085656
MADHYA PRADESH Pankaj Malviya [email protected] 9336109944
MAHARASHTRA Mugdha Darshan Watve [email protected] 9892443905
NORTH EASTERN Mridul Kanti Ray [email protected] 9435072053
ODISHA Debashish Mishra [email protected] 9937117473
PUNJAB Jasbir Singh [email protected] 9876013640
RAJASTHAN Yogesh Chutani [email protected] 9672979477
TAMIL NADU Meenakshi Boopathi [email protected] 9840904419
UTTARAKHAND Shafi Ahmad [email protected] 8954853789
UTTARPRADESH Divya Diwedi [email protected] 9717066731
WEST BENGAL Kuntal Dutta [email protected] 9830785459

9.6 AGS Escalation Matrix

AGS Escalation Matrix for Takeover

Contact No
Level AGS official Mail Id
Landline Mobile
Seema Waghamare [email protected] 2266812839 9920251352
Standard Level
Aljo Plakka [email protected] 2266812840 9323853230
First Level Pradeep Shetty [email protected] 2266812838 9867678598
Second Level Madhushri Calindi [email protected] 2266812919 9867038356
Third Level Vijay Iyer [email protected]   9223191457

AGS Escalation Matrix for Cash Indent

Contact No
Level AGS official Mail Id
Landline Mobile
Ajit Salunkhe [email protected] 2266812912 9819966133
Standard Level
Kishor Dhavan [email protected] 2266812916 9820489180
First Level Kiran Thakur [email protected] 2266812842 9820360626
Second Level Ashok Poojary [email protected] 2266812837 9867678832
Third Level Ramdas Khandekar [email protected] 2266812842 9769600746
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 Fourth Level Mr.Sachin Jadhav [email protected] 2266812850 9930424080
Fifth Level Mr.Yezdi Gyara [email protected] 2266812892 9223236894

AGS Escalation Matrix for Reconciliation

Contact No
Level AGS official Mail Id
Landline Mobile
Mr. Vivek munde 2266812901 9702076703
Standard Level [email protected]
Mr. Baburao Patil 2266812900 8879939959
Mr. Kailas Patil [email protected] 9819281543
First Level 2266812850
Mr.Omkar More [email protected] 9833454574
Second Level Mr. Yogesh J. Katkar [email protected] 2266812902 9870078327
Third Level Ramdas Khandekar [email protected] 2266812842 9769600746
Fourth Level Mr.Sachin Jadhav [email protected] 2266812850 9930424080
Fifth Level Mr.Yezdi Gyara [email protected] 2266812892 9223236894

AGS Escalation Matrix for C3R / Cash Replenishment Report

Contact No
Level AGS official Mail Id
Landline Mobile
Arun Dhawade [email protected] 2266812906 8898041502
Standard Level
Sonali Pawar [email protected] 2266812906 9967929691
First Level Arjun Talap [email protected] 2266812939 9769122235
Second Level Sachin Desai [email protected] 2266812910 9223235812
Third Level Ramdas Khandekar [email protected] 2266812842 9769600746
Fourth Level Mr.Sachin Jadhav [email protected] 2266812850 9930424080
Fifth Level Mr.Yezdi Gyara [email protected] 2266812892 9223236894

Thanking You

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