India Post Introduces New Performance Metrics Framework & Monthly Scorecards for POSB and PLI/RPLI Circles
Department of Posts Introduces New Performance Metrics Framework for POSB and PLI/RPLI
The Department of Posts has introduced a standardized Performance Metrics Framework and Monthly Scorecard to assess the performance of Circles in the areas of Postal Savings Bank (POSB) and Postal Life Insurance/Rural Postal Life Insurance (PLI/RPLI).
Download PLI/RPLI Scorecard in PDF
The framework has been communicated by Smt. Manisha Sinha, Member (Financial Services), Department of Posts, through DO Letter No. 29-15/2026-LI dated 06 August 2026.
Data-Driven Assessment of Circle Performance
The new framework has been designed to provide an objective, transparent and data-driven mechanism for assessing Circle performance across critical financial-services parameters.
The assessment covers business performance, operational efficiency, financial inclusion and customer service, with scores calculated against prescribed targets and benchmarks. The weighted scores are combined to arrive at an overall Circle score out of 100 marks.
Circles will be ranked periodically, and the scores will be shared with all Circles for review and corrective action. The performance of low-scoring Circles will be monitored closely.
Framework Effective from July 2026
The Performance Metrics Framework has been made applicable from the performance month of July 2026. The Circle ranking will accordingly be prepared based on July 2026 performance and circulated separately.
The detailed methodology, weightage, scoring formula and benchmarks for PLI/RPLI and POSB have been provided as Annexure-I and Annexure-II respectively.
PLI/RPLI Scorecard
The PLI/RPLI scorecard is divided into four major dimensions:
| Dimension | Weight |
|---|---|
| Financial Performance | 40% |
| Operations | 35% |
| Customer Satisfaction | 15% |
| Financial Inclusion | 10% |
| Total | 100% |
Financial Performance – 40%
The financial-performance component includes:
- Premium Collected vs Target – 20%
- New Business Premium (NBP) Ratio – 10%
- Early Death Claim Share – 5%
- Policy Persistency – 5%
For persistency, the framework specifies benchmarks of 80% at 13 months, 70% at 25 months and 60% at 37 months.
Operations – 35%
Operational performance includes:
- Agent Productivity – 15%
- Agent Activation – 5%
- Agent Onboarding – 5%
- Digital Transaction Share – 10%
The benchmark for agent productivity is ₹20,000 NBP per month, while agent activation has a benchmark of 70% and agent onboarding 80%.
Customer Satisfaction – 15%
Customer service is measured primarily through adherence to Citizen's Charter norms, with a benchmark of 98% for service requests being fulfilled within prescribed service standards.
Financial Inclusion – 10%
The PLI/RPLI financial-inclusion parameter measures household coverage, calculated using active unique policyholders in relation to the total households in the Circle. The benchmark is 15%.
POSB Scorecard
For Financial Services (POSB), the framework has a different weightage structure:
| Dimension | Weight |
|---|---|
| Financial Performance | 35% |
| Operations | 45% |
| Customer Satisfaction | 10% |
| Financial Inclusion | 10% |
| Total | 100% |
Financial Performance – 35%
The three key parameters are:
- Revenue Achieved vs Target – 15%
- New CIF Addition vs Target – 10%
- Net Account Additions vs Target – 10%
The target for each of these parameters is 100% achievement against the prescribed monthly target.
Operations – 45%
The operational component gives significant importance to digitalisation and customer onboarding. It includes:
- Digital Transactions Share – 5%
- E-KYC Transactions Share – 5%
- Digital User Activation – 10%
- E-KYC Adoption Rate – 10%
- Aadhaar and Mobile Linkage – 5%
- BPM Productivity – 5%
- Accounts Opened by Post Offices vs Agents – 5%
The framework sets a 10% target for digital transactions, E-KYC transactions, digital activation and E-KYC adoption, while the Aadhaar/mobile linkage benchmark is 75%.
Customer Satisfaction – 10%
Customer satisfaction under the POSB scorecard is measured through the number of Financial Services (FS) complaints received during the month in relation to total CIFs.
The scoring is percentile-based, with different scores assigned according to the Circle's position among all Circles.
Financial Inclusion – 10%
The framework introduces Citizen Coverage as the financial-inclusion parameter.
It is calculated based on active CIFs at month-end against the population served by the Circle's postal network, with a target of 60%.
Illustrative Circle Scorecard
The document also provides sample calculations to demonstrate how the scorecard will work.
For the illustrative PLI Circle, the sample scores were:
- Financial Performance: 35/40
- Operations: 28/35
- Customer Satisfaction: 9/15
- Financial Inclusion: 8/10
- Total Circle Score: 80/100
For the illustrative POSB Circle, the sample assessment shows:
- Financial Performance: 30.5/35
- Operations: 38.85/45
- Customer Satisfaction: 10/10
- Financial Inclusion: 6/10
- Total Circle Score: 85.35/100
Circle-Level Monitoring and Corrective Action
The new framework is intended not merely as a ranking mechanism but as a continuous performance-monitoring system. Chief Postmasters General have been requested to disseminate the framework to Regional Offices, Divisional Offices and other concerned units.
Circles are expected to closely monitor their performance and formulate targeted interventions and corrective measures on a month-to-month basis.
Conclusion
The introduction of the standardized Performance Metrics Framework represents a significant move towards measurable, target-based and data-driven management of financial services in the Department of Posts.
By bringing business growth, operational efficiency, digital adoption, customer satisfaction and financial inclusion under a common scoring framework, the Department aims to provide a comparable picture of Circle performance and identify areas requiring improvement.
The framework will therefore make monthly performance measurement and inter-Circle comparison an important component of POSB and PLI/RPLI business management from the July 2026 performance month onwards.