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Session 1 digital services for all - kevin seller

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Session 1 digital services for all - kevin seller

  1. 1. ®Kevin SellerHead of GovernmentServicesPost Office
  2. 2. ® Channel Shift Live 8 December 2011 Kevin Seller, Post Office Ltd Make the Post Office your front office www.postoffice.co.uk/governmentPost 2Office® IN THE STRICTEST COMMERCIAL CONFIDENCE
  3. 3. ® The future •Network modernisation - £1.3bn investment in refurbishment, new services, improved customer experience •No closure programme – remain at around 11,500 locations (larger than banks and building societies combined) • 93% population live within 1 mile • Half of all adults visited last week •New models – mains and locals •A front office for Government – dedicated services, supporting all channelsPost Make the Post Office your front office www.postoffice.co.uk/government 3Office® IN THE STRICTEST COMMERCIAL CONFIDENCE
  4. 4. ® New models •Mains • More modern, professional environment, open plan • Longer opening hours (improved access) • Full range of government services including complex transactions, self-service, greater individual customer support • Locals • Integrated, locating services on retail counter • Longer opening hours (improved access)Post Make the Post Office your front office www.postoffice.co.uk/government 4Office® IN THE STRICTEST COMMERCIAL CONFIDENCE
  5. 5. ® Dedicated areas •Consultation areas – internet enabled PCs for complex transactions, assisted applications and confidential, individual customer support •Self service kiosks – access to digital forms (online transactions), individual support (live video link and in-branch) •Biometric services – biometric data capture (e.g. photo card driving licence renewal) Make the Post Office your front office www.postoffice.co.uk/governmentPost 5Office® IN THE STRICTEST COMMERCIAL CONFIDENCE
  6. 6. ® Multi-channel approach •Where and when the customer wants •Digital, including mobile •Partnership with UK Online and libraries •Face to face •Rural, mobile networkPost Make the Post Office your front office www.postoffice.co.uk/government 6Office® IN THE STRICTEST COMMERCIAL CONFIDENCE
  7. 7. ® Inclusion •In urban deprived areas, 99% of population live within one mile •Trusted brand, long history of supporting most vulnerable, excluded members of society •Currently manage 3m bank accounts for those receiving benefits, state pension and tax credit payments •Commitment to social and digital inclusion Make the Post Office your front office www.postoffice.co.uk/governmentPost 7Office® IN THE STRICTEST COMMERCIAL CONFIDENCE

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