Enabling the digital economy: Postal services 2020

Enabling the digital economy:
Postal services of the 21st century

Farah Abdallah, PhD
E-business expert
Directorate of Markets Development

© UPU 2012 – All rights reserved

Agenda

Introduction

A. Concrete cases of postal e-services
1 E-communication
2 E-government
3 E-commerce
4 E-finance

B- UPU E-services and E-commerce
programs
1 UPU digital action plan 2013-2016
2 International secure e-mail box
3 .post: top level domain


The role of the Post in supporting the development of the digital economy

Opportunities E-
Rise of
entrepre-
government neurship
strategy and SMEs

International
Information e-
society commmerce
needs and trade
Postal services
of the 21st
century
E-communication
E-government
E-commerce Inter-
connection
Cyber- E-finance of services
security and
issues networks

Efficient and
Digital and affordable
financial selling and
Challenges inclusion distribution
network © UPU 2012 – All rights reserved

Postal services breaking through the “digital barrier” –
the traditional view
Booz & Company Digital Postal Services Business Framework ©
Customers Electronic Communications Services (ECS) Other Digital Services Key Enablers
E-Media Cyber
Digital Outbox: Digital Inbox:
Security / Data
Add-on: Printing Protection
Add-on: Scanning Online
and physical E-Identity E-Com- E-Billing
and of physical
delivery of Manage- merce and Pay- Marketing Marketing /
incoming mail
E-Post ment Solutions ment Sales
Digital
Secure electronic Secure electronic Media Organization
Government
Businesses

Consumers

dispatch of E-Post receipt of E-Post Distri- Flexibility
bution

"THE DIGITAL BARRIER" Innovation and
IT delivery
Traditional Hybrid Mail

Digital Document Management Partnership /
Alliances
Virtual Post Office (Traditional Postal Services Online

…
Traditional Physical Mail
Source:Booz & Company analysis

Booz & Company
4

Internet kiosks in post
offices
• UPU, ITU, Bhutan and India have
implemented a project in Bhutan to set up
internet kiosks in 38 post offices to provide
access to Internet in rural and remote areas

• Six remote locations did not have
telecommunication or electricity connection.
ICTs was brought to these locations by
establishing solar-powered VSAT stations
linked to India’s communication satellite,
INSAT

• The main users of telekiosks are: local
officials, visiting students and professionals,
men as well as women.

• According to UPU statistics, more than 60
Posts worldwide are offering public internet
access point in over 31,000 post offices,
connecting the nations to the digital economy

Posts as Business and
Communications Centres
Botswana Post and its « Kitsong Centres »
• Open in association with the Ministry of
Communications, Science and Technology
(MCST)
• Core focus: a hub for e-commerce within
communities in addition to wider e-
Government services
• Easy access, thus saving citizens time, money
and effort spent in travelling to major urban
areas to obtain services
• 48 centres opened in 2009


Posts Community
Broadband Centers
• Malaysia Post has transformed its posts
offices in rural areas as community
broadband centers
• Open in association with the Ministry of
Communications, Science and Technology
(MCST)
• UPU Director General, Mr. Edouard Dayan,
is a founding member of the ITU Broadband
Commission for Digital Development

Improve Productivity

National Postal Strategy

Hybrid mail service

• A number of developing countries are providing hybrid Mail service:
Argentina, Ivory Coast, Guatemala, Morocco, Nigeria, Senegal
• The collection, processing, or the delivery of the letter is done electronically
• The benefits for are:
• Reduced delivery time, in particular to rural areas
• More affordable service
• More environmental and sustainable service, as the transport is done electronically

Postal Electronic
network / Cloud


Electronic mail box service

• The government and post of Tunisia partnered to
provide M@ilPost service to support the
implementation of the e-government strategy and
the WSIS goals.
• M@ilPost offer citizens:
• A universal free secure email service linked
to the physical address and identity of the
customer
• A postal digital box, dedicated to the
electronic reception and storage of
government and administrative documents,
bills, mail from social and educational 40 000 users
institutions, and others
• A secure multi-channel delivery available
7/7 and 24h of communication (mail, SMS;
MMS, Web,..) using encryption techniques
and UPU standards (S-43, S-52)


Single Access point to
e-government services
Governmental services at LibanPost - Revenue growth of governmental
A Public Private Partnership Experience services
Previous situation
• Lack of available information on required
documents, procedures and fees
• Limited service centers with reduced opening
hours
• Hidden charges
Through LibanPost
• Retail network availability across the country
with extended opening hours
• Distribution network availability
• Customer management best practices
• Technical and organizational know-how
• A single technical platform supporting more than
75 e-government services
• Reduced costs for the government

Electronic identity

Enabling new
• one-stop shops businesses • identity theft
• single sign-on & fraud
• e-forms, • e-commerce: • cyber crime
documents, • procurement, sale • spam
certificates • Abuse
• invoicing, payment
• organization-
spanning processes • education
• elimination of barriers • e-health
• limiting losses • secure e-mail Cyber-
• social netwo
1- Proof of identity
security 2- Proof of function
Boosting
efficiency 3-Universal identifier
(UID)


E-commerce services

The post can build on its capabilities for
the development of e-commerce:

• Logistic know-how
• Prices and Delivery Time
• Pickup Requisition
• Track & Trace
• Reverse Logistics
• Shipping Label Printing
• Shipping Preparation
• Complaint Processing
• Customs Processing
• Address management
• Postal Code and addressing
• Online change of address
• Stakeholder and client network
• Marketing and customer support
• E-payment
• Trusted brand and reputation

Post offices as Access
Points to Trade
“Exporting by Mail”: The South American 270 254,00

experience 240 238.65
204.86

•
210 184.12
« Easy export » (Exporta Facil): trade 180
175.14

154.22
facilitation through the postal network 150 121.50

120 100.71

• Cooperation with the World Bank and the 90 62.35

Inter-American Development Bank 60
30.75
43.88

12.23
30 0.16
• The governments initiated the program to 0
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
boost the competitiveness of MSMEs and November
Actual Estimated
facilitate for them access to international
Graph: Export volumes using Exporta Fácil service in Brazil (all operators, in
markets million USD)

• The post is a key partner to simplify • About 10 000 businesses that have
physical export processes using ICTs never export before were able to
(logistics, information, training) access external markets.
• A UPU study showed that the service is
• In Peru, within 6 months, 300 firms
more widely used in poorer areas.
(SMEs) have used the service,
300,000 USD worth of good,
monthly rate of increase of 30%

E-commerce portals

Posts provide e-commerce portals:
Saudi Arabia, Korea, Malaysia, Tunisia, Brazil,
France to empower SMEs affordable access to e-
commerce market (2) Order Korean
agricultural
product through (3) Safe
Benefits: the Internet Delivery
• Inclusion: rural areas/underserved communities
sell and buy products through the e-mall
• Government policy set the rule for national
economy development and product selection
• Post can make sure that suppliers are reliable
• Product quality inspection and offering
accurate information Korea post:
• Customer support and call center • 7,200 items were displayed in 2009
• Competitive prices • Achieving 135 million US dollars
• Portal is accessible in post offices, on the sales in 2009
internet, on mobile phones etc. • Growth of the number of
• Access to international markets participating companies (100 times
more than at the initial stage)

E-commerce portals

The e-mall service of Saudi Post:

• Serves all cities of Saudi Arabia
• Some cities does not have major shopping
centers or products
• Customers can pay for products with Credit
cards, government payment gateway (SADAD)
or point of sale at SP office.
• Customers can go to Post offices if they don’t
have internet connection in their homes.
Souq El Qaria is specially made and designed for
• Sale of consumer products from Major Brands. displaying and selling Handicrafts

• Sale of subscription services (clubs, TV • 65 stores and 5000 items
channels, sacrifices).
displayed
• Charitable products (Home made products, • 1,400,000 USD sales in 2011
Traditional food).
• 3000 daily visits (20% growth
monthy)
• More than 50,000 registered
clients

E-Financial Services

Poste Italiane:

Poste Mobile
• First postal company worldwide to become Mobile
virtual network operator with PosteMobile
• In 3 years, Poste Mobile has achieved a record of
over 2.2 million SIM cards sold
• 75% of customers are also using their mobile
phones to make payments and to transfer money
(similar to Safaricom/M-PESA levels)
Postepay pre-paid cards

Postepay Poste Mobile Customers can:
• Postepay prepaid card introduced in 2003 • Access their BancoPosta
• Most outstanding success in Poste Italiane’s recent accounts (postal savings)
history • Pay bills
• 7 million people use Postepay cards today • Reload postepay prepaid cards
• Allows for payments online and at POS and • Send international remittances
withdrawals at ATMs through Moneygram
• Top up mobile phonesrights reserved
© UPU 2012 – All

Measuring e-services

Postal electronic services are growing
globally, but there is a divide between
industrialized and developing countries


Postal E-Services (PES)
development index
PES index shows
that not all
developing
countries are
behind

Link to UPU study:
Measuring postal
e-services


UPU – E-services and
E–commerce Programs
• PPP • Market research
• Technology • Online
transfer communication
• Collaborative • Training
platforms
Resources
Knowledge
and
Development
partnerships

Action plan
2013-2016

International Interconnect
e-services ion

• Postal eID
• E-customs • Standards
• PREM • Regulations
• Postal email box • Digital Divide
• .post

.post: Top level domain for
the sector
December 2009

UPU signs the contract with ICANN to become the first United Nations Agency sponsor of a Top Level
Domain on the internet

“Today is a historic moment where the virtual meets the real world of global network. Connect two
worlds and see which innovations will come from all members, when you connect two networks new
things can happen”
Rod Beckstrom, Chief Executive, ICANN

Link to youtube video on
.post

ITU expert on cyber-
security


.

30

Thank you !

Conclusion

• Posts are innovating and diversifying to adapt to the
needs of the information society

• Posts are key partners for governments to provide
inclusive e-communication and e-government services

• Posts offer a universal platform for e-commerce, and for
facilitating international trade

• UPU is supporting the development of secure,
innovative postal electronic platforms in its 2013-2016
strategy


Enabling the digital economy: Postal services 2020

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