This document discusses pick up points versus automated parcel lockers for delivery in Poland. It provides an overview of Poland's click-and-collect network, which includes over 5,000 pick up points across post offices, partner retailers, and parcel lockers. While pick up points offer a human interface and variable hours, parcel lockers provide 24/7 anonymous access via collection codes. Both delivery methods have advantages and disadvantages for customers and companies. Ultimately, customers expect choice and convenience in delivery options from brands. The use of autonomous vehicles may further develop delivery networks in the near future.

1. WMX 2016, 16.06.2016, Warsaw
Pawel Babut | Click & Collect Manager | Poczta Polska
Customer experience:
pick up points vs.
automated parcel lockers.

2. POLAND IN BRIEF
What form of delivery drives you to transaction?
Source: Gemius 2015, E-commerce in Poland
38,6 mln
citizens
78% (30 mln)
internet users
58% (17,5 mln)
internet buyers
23%
transaction
growth
0
10
20
30
40
50
60
70
80
90
100
Courier
delivery
to home
work
Poczta
Polska
delivery
to home
work
Parcel
lockers
delivery
Collect in
store
shopping
mall
Collect in
Post
Office
Collect in
press
kiosk
(Ruch)
Collect on
the way
(metro,
railway
station)
Collect in
petrol
stations

3. POCZTA POLSKA – CLICK & COLLECT NETWORK
Own Post Offices
Over 4 000
NOW
OVER 5 000
POINTS
Parcel Lockers 24/7
Currently: 38
Planned development of
Click & Collect network:
Till 2020 y. – 10 000 points
Partner’s pick up points 24/7
Over 1 000

4. Access Points
- 1 300
DPD
- 1 100
DHL Servicepoint
- 1200 + 100 Parcel
lockers
Parcel Lockers
- 1 900
Kolporter,
Małpka ekspres
- 500
GLS ParcelShops
- 1 500
RUCH – press
kiosks
- 2200
Orlen petrol stations
- 1 000
Empik
- 200
Żabka, FreshMarket
- 4000
Poczta Polska
- 5 000
Source: Apex Insight „European Parcel Shop and Locker Networks” 2015. Own information.
POLAND – CLICK & COLLECT MARKET (20 000 points)

5. POLAND – PARCEL LOCKERS
Automat DHL
100
Indoor
Poczta Polska – 24/7 Zone
„Post Automats” – 38
„Sending kiosks” – 38
Indoor
InPost
Parcel Lockers
1 900
Outdoor

6. Click & Collect users are users of courier services, who are not satisfied about standard
profile of the service.
Most important for them is the possibility to collect parcel anywhere, anytime.
CLICK & COLLECT IN END USER EYES
Advantages:
1. Close to home, optionally job, or on the way.
2. Price - cheaper than in standard courier service.
3. Delivery speed – shorter than in traditional courier
service (80% D+1, 20% in D+2).
4. Notification about status and collect code via SMS
(TXT) and optionally by e-mail.
5. Possibility to pass collect code to another person.
6. Tracking
.
Disadvantages:
1. Lack of Safety –
potential risk of theft
or assault (evening or
night).
2. Lack of standard of
working hours.
.

7. PICK UP POINTS:
- ”Human interface”
- ID or collect code (soon)
- Indoor
- Access in limited hours for 80% points, 24/7
for 20% (mainly petrol stations)
- Risk of queue
- Various working hours
- Safety
- Possibility to check the parcel and reject
- Cash on Delivery (only Post office, only cash)
PICK UP POINTS vs PARCEL LOCKERS
PARCEL LOCKERS:
- Screen interface or even no screen.
- Collection by code. ID is not needed
- Pass the code to other person.
- Indoor (possible outdoor)
- Access 24/7 (limited hours in shopping
malls)
- Quick and easy collect process
(code in SMS and e-mail, optional Qrcode,
and mobile app).
- Anonymity (gifts, erotic gadgets)
- Cash on Delivery (only electronic methods
of payment)

8. Perspective of end user- 300m (4 minutes
walk) from my home are:
- 2 Post Offices open till 8 P.M.
- 1 Orlen petrol station 24/7
- 1 Parcel Locker 24/7
Perspective of company (Courier
and E-commerce):
Total over 5 000 pickup points,
petrol stations, parcel lockers.
DIFFERENT PERSPECTIVES OF BUSINESS AND END USER

9. „Parcel lockers and click-and-collect are not mutually
exclusive - they complement each other.”
Ian Kerr, Eyefortransport, Post Office Click-And-Collect,
http://www.eft.com/hi-tech/post-office-click-and-collect
SUMMARY
Today's customer expects variety of choices, he wants
in a particular place to decide what is most appropriate
for him. On the brand he expects to make his life
easier.
Marta Gozdyra, Everbe, Customer Experience Expert

10. NEXT STEPS?

11. Robot + autonomous (driverless) electric vehicle?
NEAR FUTURE? PARCEL LOCKER ON WHEELS?
+
More about Home Delivery Logistics Networks using Driverless Delivery Vehicles http://www.ise.ncsu.edu/kay/hdln/

12. NEAR FUTURE?

13. Dziękuję
Thank you
Pawel.Babut@poczta-polska.pl