Australia Post is transforming to remain relevant to customers in e-commerce. They are becoming a leading e-commerce company and their purpose is connecting Australians through their postal network, delivery services, payments processing, and identity verification services. Australia Post is focusing on digital transformation through agile working methods like hackathons, accelerators, and cross-functional teams to quickly develop and launch new services and scale opportunities. They are optimizing existing services like MyPost Deliveries based on customer feedback.

1. How Australia Post
is transforming to
create enduring
customer relevance
Ai Lin Macdonald
General Manager
Portfolio Strategy & Development
Australia Post

2. We’re an organisation built on 200+ years of creation

3. Our aspiration – to be a leading eCommerce company

4. Purpose-led Working in new ways Scaling new opportunities
Our Change

5. Connecting Australians
with each other and
the world
Connecting people, businesses and
government to build successful, thriving
communities remains our core purpose.

6. Access
Retail network
Providing access to essential
services through our post offices. Verify
Identity Network
Verifying identity online with
Digital iDTM or in-person
through our post offices.
Deliver
Delivery network
Delivering goods and services
with the choice, convenience and
flexibility consumers now expect.
Pay
Payments Network
Processing payments online via our
payment gateway or in-person at our
post offices.
Supporting eCommerce: Service Delivery

8. a

9. How we work
is as important as
what we work on

10. 400
Digital
natives
27
Long running
teams
95%
Capacity
funded

11. Hackathons Accelerators
Cross-functional
teams
Co-creation with
customers

12. 4 months
Safe Drop
realisation
in time for
Christmas 2015
~40+
deployments
/months
“The Technology
Production Line”
1 in 4
Number of parcels
now offered
MyPost Deliveries
experience. Up
from 1 in 20.
1.5 to 4.5
App ratings
increase from
September 2015
to December 2016
Industry
benchmark
and
credibility
“Get solutions out
there being used
by a significant
number of the
public”
CIO QLD State Government
MyPost

13. Ideation
Identification of a customer
problem worth solving –
exploration of market
opportunity.
Experimentation
Prototyping and customer
testing to determine if an idea
meets requirements to
achieve commercial scale.
Scale
Commercial delivery of a small
number of strategic growth
opportunities to market.
Optimisation
Initiative enhancements and
refinements to generate
ongoing customer value.
Accelerating idea incubation to commercial delivery

14. Designers
Product
Mgmt
Tech
engineers
Product
Innovation
Interactions
not processes
Responding to
change not a plan
Working examples
not documentation
Customer led
not technology led
Agile Principles
Product managers, technical engineers,
designers and form core teams that work
to develop product opportunities
Support from other functions (e.g. sales,
marketing, channels, IT, security, strategy)
augment the core team as required
Core teams Support functions
Building focused cross-functional, agile, product engineering teams
Building cross-functional product engineering teams

15. New services to market

16. Thank you