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DECEMBER 2017 / N°3 New partnership with Visa

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CEOs talk strategy The WADP Numbering System (WNS)

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COVER STORY 8 CEOs talk strategies for success

INTERVIEW 13 Working toward common goals Cover: UPU

DEPARTMENT WORLD POST DAY 2017 17 The International Bureau celebrates in style 04 In brief

INTERNATIONAL LETTER-WRITING COMPETITION 2017 20 The winning letter 05 Editor’s note

MARKET FOCUS 25 Swiss Post unveIls new post office concept 26 Digest

Union Postale is the Universal Postal Union’s ﬂagship magazine, founded in 1875. It is published quarterly in seven languages December 2017 and takes a closer look at UPU activities, featuring international news and developments from the postal sector. EDITOR-IN-CHIEF: Kayla Redstone (KR) The magazine regularly publishes well researched articles AUTHORS: Sonam Bernhard (SB), David Koch (DK), Fella Rabbahi (FR) on topical issues facing the industry, as well as interviews with DESIGN AND LAYOUT: Die Gestalter, Switzerland the sector’s leading individuals. It is distributed widely to the SUBSCRIPTIONS: [email protected] UPU’s 192 member countries, including thousands of deci- ADVERTISING: [email protected] sion-makers from governments and Posts, as well as other CONTACT: postal stake holders. All regard it as an important source of Union Postale inform ation about the UPU and the postal sector at large. International Bureau Union Postale is also published in French, Arabic, Chinese, Ger-

Universal Postal Union man, Russian and Spanish. 03/2017

P.O. Box 312 The Universal Postal Union neither endorses any products 3000 Berne 15 or services offered by third-party advertisers nor guarantees SWITZERLAND the veracity of any claims made by the same. Opinions PHONE: +41 31 350 31 11 expressed in the articles are not necessarily those of the UPU. E-MAIL: [email protected] It is expressly forbidden to reproduce any part of Union Postale WEBSITE: news.upu.int/magazine magazine (including text, images or illustrations) without prior

permission. UNION POSTALE IN BRIEF DEVELOPMENT COOPERATION UPU launches new training strategy with pilot workshop

Fellows from nine countries gathered for the training workshop at the UPU International Bureau in Berne, Switzerland. 4

Postal course designers from nine “What I’ve learned from [this work- “We hope to create an environment countries – China, Greece, Jamaica, shop] is the sequence of how to where our fellows can learn from Pakistan, Sri Lanka, Sudan, Thailand, design and develop a course. And each other and design courses for Trinidad and Tobago, and Turkey – when I go back, I have a plan in my their own designated operators,” he recently participated in a UPU work- mind to clean up the courses which explains. shop aimed at improving postal train- we teach in the Economic Coopera- This particular workshop will help ing across the globe. tion Organization Postal Staff Col- to address challenges the Training Developed by the UPU’s Training lege. I also have a plan to conduct a Programme faces in keeping the Programme, the workshop was workshop of the same nature at the Trainpost system up to date amid launched to help postal training ECO Postal Staff College for my own changes in the organization’s strate- experts design courses that both sat- ofﬁcers so that we can develop a gic direction, and in the context of a isfy the training needs of their coun- team of trainers in my country,” said quickly evolving postal market. Para- try and adhere to the UPU’s training participant Muhammed Zaheer, who mpath says workshop participants standards, so that these courses can works as a director with Pakistan could one day become Trainpost be used by other members of the Post. course designers now that they are Trainpost network. equipped with the Trainpost course Over the course of two weeks, New strategy design methodology. fellows learned about the Trainpost The workshop represents just one Under the strategy, the UPU approach to course design – from activity in the UPU’s new training plans to launch other activities to identifying operational issues strategy for the 2017 – 2020 cycle, address other gaps, such as a lack through to designing and imple- which aims to create a more well- of postal training instructors and menting training curricula to address rounded training environment and training experts. These activities will and resolve these issues. Participants ensure an interoperable network of be rolled out during the remainder say that the workshop has left them trainers. of the cycle. KR 03/2017 with new skills and strategies that “Just as the postal sector has a they are ready to implement at their physical network or a ﬁnancial net- Posts. work, it also has a training network that we must strengthen as well,” says Pooran Parampath, UPU training UNION POSTALE expert. EDITOR’S NOTE Bringing key players together IN BRIEF In the months since our last issue of Union Postale, the UPU has organized several key events aimed at targeting key stakeholders.

The 2017 CEO Forum, which features as our cover story, brought together some 60 postal chief executives in Moscow, Russia, this September. As you will read, the forum gave them an exclusive space to evaluate the sector’s challenges and opportunities and map a way forward. Through the annual World Postal Business Forum at Post-Expo, the organization also had a chance to connect with operational leaders in the logistics world, striking up important conversa- tions on e-commerce, technology and the postal network. Through a new ceremony prepared for this year’s World Post Day, the UPU brought together leading designated operators from its list of 2IPD champions with the diplomatic community and our 2017 letter-writing competition winner to celebrate the value the world’s posts add to their communities.

This issue we would also like to take a moment to remember a member of our postal family who has passed away, Mr. David Roberts. Mr. Roberts made many valuable contributions to the postal sector as Chair of the Conference of Commonwealth Postal Administrations. He will be sadly missed.

KAYLA REDSTONE, EDITOR-IN-CHIEF 5 E-COMMERCE Priority project launched in all regions

The UPU has launched a transversal As a key strategic project under the The project will be realized through project aiming to improve designated UPU’s regional development plans a series of training sessions, work- operators’ operational efﬁciency for for 2017 – 2020, work on ORE will shops, on-site surveys and twinning e-commerce development globally. extend throughout the entire Istan- activities over the duration of the The operational readiness for bul Cycle. work cycle. These activities will be e-commerce (ORE) project aims to carried out in coordination with address the challenges posed by the New approach restricted unions, e-commerce sup- e-commerce market in each of the six Working under a new methodology, ply chain partners and other relevant developing regions – Africa, Arab the UPU’s Development Cooperation stakeholders such as airlines, han- region, Asia-Pacific, Caribbean, Directorate (DCDEV) developed the dlers and customs authorities. Europe/CIS and Latin America – over ORE project in collaboration with As a ﬁrst step, the UPU organized the next four years. Its goals are the Postal Operations Directorate, a series of start-up workshops in threefold: to address the barriers using a more integrated and stream- each region throughout 2017, includ- preventing customers from making lined approach that will help reduce ing those in Moscow, Nairobi, Tunis, online cross-border transactions and silos and overlap within the technical Bangkok, Bridgetown, and Montevi- create more customer-centred solu- assistance provided by the UPU deo. KR tions; to help posts modernize their toward e-commerce. operations, thereby creating an inte- The project will also include the grated supply chain; and to help Postal Technology Centre as a key them make use of the standardized IT partner, meaning all UPU work on 03/2017 tools and end-to-end systems e-commerce in the regions would required to facilitate e-commerce, fall under the umbrella of the ORE such as electronic data interchange project. This will help target member (EDI) exchanges between posts and countries’ needs more effectively. other stakeholders. UNION POSTALE IN BRIEF QUALITY OF SERVICE QSF projects celebrated

The UPU established the Quality of GMS participation Other projects Service Fund (QSF) in 2001 specifi- In 2016, the QSF Board of Trustees In another project, Sri Lanka Post cally to finance projects aimed at decided to extend the awards to managed to improve mail delivery in improving the quality of postal ser- Global Monitoring System (GMS) tsunami-struck areas of the country’s vices in developing countries. projects to honour the successful, Eastern Province. Its efforts were Although most projects normally long-term participation of desig- aided by the acquisition of four mini- involve only one country, the QSF nated operators. In consultation with vans. Thanks to the QSF, Sri Lanka is promotes a regional approach and the GMS team, the QSF secretariat now able to deliver local mail by J+1 solidarity between countries. It ena- evaluated past projects and pro- and has also exceeded its target of bles groups of operators to pool posed that Morocco and Viet Nam J+2 for international mail, previously their financial resources to set up be singled out for their implementa- J+5. joint projects for the benefit of their tion of the GMS participation project Costa Rica, the Democratic Peo- entire region. in 2012 and 2013. The decision was ple’s Republic of Korea and the Repub- The QSF awards, launched in based on criteria such as continuous lic of the Congo also received delivery 2010, have recognized more than performance improvement, care of vehicles, enabling them to improve 70 operators for their exceptional equipment during project implemen- the performance and reliability of national quality of service projects, tation and sustainability of project their mail delivery networks. covering such diverse areas as results. A project rolled out in Uganda improving international delivery of The Moroccan Post optimized its helped to improve mail processing publications, enhancing security operational processes and addressed and security. Uganda Post increased conditions, establishing mobile post shortcomings in its quality of service the number of letters processed per

6 offices in rural areas, and implement- to bring mail delivery times into minute from 30 to 40 and employed a ing cost-accounting programmes. line with customers’ expectations. security team to monitor its facilities Projects are assessed on the ground Abdeladim El Massoudi, Director of around the clock, demonstrating its based on their performance against the Mail Division at Poste Maroc, commitment to protecting mail. targets, compliance with budgets, says that the objective data provided Lastly, Croatia Post received fund- financial regulations and timetables, by GMS helped to identify at what ing for a project aimed at monitoring and long-term viability. This year, point in the operational pipeline end-to-end quality while improving eight designated operators have quality improvements were required. the accuracy of quality measurements, been selected to receive awards for This was made possible by radio- last evaluated at 95 percent. A second projects assessed in 2015, including frequency identification technology, objective of the project was to Morocco, Viet Nam, Sri Lanka, Costa which Poste Maroc installed at 38 deliver 85 percent of priority mail by Rica, Democratic People’s Republic of processing and delivery sites across J+1, 95 percent of priority mail by Korea, Republic of Congo, Uganda the country. Meanwhile, Viet Nam, J+2 and 95 percent of non-priority and Croatia. which participated in GMS for the mail by J+3. FR first time in 2010, raised its delivery performance from 77.8 percent to 82.3 percent, exceeding its target of 75 percent. 03/2017

UNION POSTALE Who’s who at the UPU

Man of many hats IN BRIEF

Name: Hubert Monod Directorate: Finance Position: Assistant, Accounting Nationality: Swiss 7

An accountant by trade, Hubert between 1998 and 2014, helping More recently, he had the chance to Monod’s position at the UPU requires grow the event’s attendance to an contribute his expertise to the UPU him to keep tabs on the Union’s impressive 25,000 people. team tasked with designing a new accounts. He joined the UPU in 2001, “I like the adrenaline of event stand concept for the Post-Expo working with the Quality of Service planning. It requires you to react postal, parcel and express industry Fund (QSF), later joining the account- very quickly,” says Monod, who com- exhibition. They decided to imple- ing team in 2006. He is now respon- pares the experience to what extreme ment new tactile screens equipped sible for handling debts owed to the athletes must feel when they com- with a special application designed Union, following up with members pete. for the event, which showcased how who are late paying their contribu- Aware of Monod’s enthusiasm for the UPU’s products and services tion units or subscriptions to UPU event planning, the UPU’s General come into play throughout a postal products and services. Management called for his help in item’s journey. Visitors simply had to However, Monod leads a sort of managing the social activities taking click on various parts of the supply double-life at the UPU – lately, he has place on the sidelines of the Universal chain to learn more. also lent a hand in coordinating some Postal Congress in Istanbul last year. “This year we wanted to try some- of the organization’s events. He played a central role in coordinat- thing different than we’ve done in It sounds like a drastic shift in ing the member-sponsored coffee the past,” explains Monod. duties, until you consider his hobby: breaks, excursions and social events He says he is happy to dabble in planning the annual Free4Style that took place during the three event planning at work from time- extreme sports festival in his home- week Congress, which brought to-time, but until he is called on town of Estavayer-le-Lac, Switzer- together some 2,000 delegates. again, Monod insists he is quite con- land. He worked on the festival tent to focus on ﬁgures. KR 03/2017

UNION POSTALE COVER STORY CEOs talk strategies for success

Nearly 60 postal CEOs from around the globe gathered in Moscow this September for the second edition of the UPU World CEO Forum, where they laid out paths toward creating a robust postal sector. COVER STORY

TEXT: The UPU conceived the idea to host an exclusive forum While e-commerce is still a huge opportunity for the Post KAYLA for heads of designated operators in 2016. The plan was in the current economic climate, postal leaders must REDSTONE to give chief executives a space where they could discuss keep changes in demographics and potential barriers at the key challenges and opportunities facing the Post front of mind, cautioned Gabriel Di Bella, the IMF’s Resi- and forge a path to move the sector forward. dent Representative for the Russian Federation. He noted During the first edition, hosted by La Poste Group in that regions with a demographic dividend will have to Paris, CEOs talked “Leading postal growth amidst an conduct reforms to ensure that financial services and environment of disruptive innovation”, focusing on the other infrastructure required to seize the e-commerce challenges and opportunities presented by the digital opportunity is available for all citizens to take advantage. economy, the development of postal financial services “In a world in which internet is more diffused, the and the harnessing of big data. business of personal correspondence will go down. But This year’s event, hosted by Russian Post in Moscow, e-commerce should not be taken for granted because built on the previous year’s discussions, giving more it depends on the availability of credit cards and the CEOs an opportunity to share experiences, best practices like,” said Di Bella. and potential solutions for the sector’s transformation The postal executives also expressed their views on in a digital age. the challenges and opportunities presented by these “With rapid technological advancement and chang- global shifts in demographics.

ing customer needs, we have to keep redefining the 9 role of the UPU and the position of the Post in world Digital dreams trade. The UPU World CEO Forum is one of the best With young people constituting 1.8 billion of the world’s opportunities to address this subject,” said UPU Director population, there has been an increasing demand for General Bishar A. Hussein. digital and mobile services. In particular, they noted the For his part, Russian Post CEO Nikolay Podguzov shift from communication between people to per- underlined the importance of creating a more sustaina- son-item and item-item communication, whereby cus- ble Post. “The postal service is very well positioned to be tomers have choice and control over how, when and on top of processing the global economy because it is a where their items are delivered. unique organization as it faces people and can bring CEOs agreed that the Post needs to continue develop- them services, which is probably one of its biggest ing the innovative technological solutions that modern advantages in a global economy where we have digitiza- postal customers demand, but some expressed reserva- tion,” he explained. tions about leaving behind those who rely on traditional Guided by the theme “Leading multidimensional physical services. While individuals using the internet growth: the hows and whys of postal strategy,” the chief has reached 81 percent in developed countries according executives spent a day and a half diagnosing the global to ITU statistics, less than 50 percent of the world’s total economic context in which the Post operates, examining population has access – 41.3 percent in developing how Posts are currently delivering to meet stakeholder countries and only 17.5 percent in the least developed and shareholder needs and determining successful countries. business models they could implement to thrive. “We need to take this opportunity as developing countries to learn from [other CEOs] what we could have Global situation in the future, but at the moment we are living in a differ- With economic growth and trade back on track after a ent reality,” said Paositra Malagasy CEO Stéphanoël period of stagnation, there has been an explosion of Razafimanantsoa, adding that the Post must satisfy demand for e-commerce and light logistics. the needs of those who are not online as well. 03/2017 “The explosion of e-commerce is a fantastic possibility for all postal services,” said La Poste Group CEO Philippe Wahl. “We have systems that already work perfectly – this is why it is our first possibility to trans- form our businesses.” UNION POSTALE COVER STORY

“This forum will play a positive role in the development of the postal industry and give ability to all of us to facilitate our cooperation and share experiences and best practices.” – Rashid Ismailov, Deputy Minister of Telecommunications and Mass Media, Russian Federation

“The Post is something that exists in some places where there is nothing else. We cannot live without the Post.” – Arkady Dvorkovich, Deputy Prime Minister, Russian Federation 10

Government relations (USO), which is determined by the government, is what The forum drew the attention of several high-level offi- gives it the mandate to offer widely accessible services. cials from the Russian government, including Deputy In South Africa, for example, the postal bank facili- Prime Minister Arkady Dvorkovich and Deputy Minister tates financial inclusion, lending where most commercial of Telecommunications and Mass Media Rashid Ismailov, banks would not. South Africa Post Office (SAPO) CEO who both highlighted the importance of the Post in Mark Barnes said he takes pride in this role. national development. “Our measurement of success is not immediate prof- “The digital economy is characterized by growth rates its, but the creation of a middle class. Privatization is not and will become the main driver for growth of the global the panacea for success, it creates more inequality,” he market and inclusion of populations, which means there added. “If governments leverage the Post, they can needs to be development in infrastructure to match create economically stable citizens.” this,” Dvorkovich explained during his opening remarks. With that said, many CEOs expressed that a lack of “The Post is something that exists in some places financial and political support from governments made where there is nothing else, we cannot live without the it difficult for their posts to devise a sustainable business Post,” he said. model. CEOs expressed that their governments often Lyudmila Kononova, First Deputy Chairman of the expect the Post to maintain its expansive network while Council of the Federation Committee on Social Policy, offering unprofitable services at a low rate, leaving little, added that traditionally the government has perceived if anything, left to develop innovative services. Russian Post not as an enterprise, but as a link between “Our challenge is to convince government that this is citizens and the state. It is responsible for delivering a not expenditure, it is investment,” said Barnes. number of social services across the vast country, includ- Another option would be to look elsewhere for ing pensions. She noted that of 42 million pensioners, funding; however, many governments do not give Posts 03/2017 one third live in rural areas and only the Post will deliver free range to manage their own capital and sometimes pensions to these areas free of charge. restrict their ability to engage in joint-venture partner- Many CEOs also stressed the importance of the Post’s ships. relationship with the government in its role as a public service provider. The Post’s universal service obligation UNION POSTALE COVER STORY

“Our measurement of success is not immediate proﬁts but the creation of a middle class.” – Mark Barnes, CEO, South African Post Ofﬁce

“Every employee of the post must be engaged in the transformation of the post and our work to sell innovation.” – Isaac Gnamba-Yao, Director General, La Poste de Côte d’Ivoire

“We have to become co-producers and involve people so they can become part of new business models.” – Pascal Clivaz, Dep- uty Director General, UPU 11

Opportunities fication of social services a big opportunity for the future. Though CEOs did not shy away from identifying chal- For example, e-government services or personal care lenges, they likewise did not hold back sharing potential services for the elderly. However, in order to capture the solutions to bridge the gap between stakeholder expec- trust of new, younger customers, the Post will have to tations and what the posts delivers. gain their digital trust. While CEOs recognized the gap in development As for investments in costly infrastructure, CEOs between and even within countries, they suggested that suggested that governments redefine the USO so that posts take a more active role to involve people in the there is balance between the Post fulfilling its role as transformation process. For example, La Poste de Côte a public service provider and satisfying the needs of its d’Ivoire Director General Isaac Gnamba-Yao described an commercial customers. Importantly, the Post should innovative means his Post is using to connect rural agri- create cooperative relationships with private companies cultural workers with innovative technologies: a mobile such as start-ups, but also with each other. This is platform that will allow agricultural workers to order where the UPU plays a critical role. fertilizer and seeds on their smartphone enabling them “UPU is a vitally important organization that can help to participate in the digital economy and increase the us turn competition into coopetition,” said Podguzov. productivity of their businesses. CEOs agreed that the UPU is the ideal player to “The global economy is changing and moving and it facilitate the exchange of information and best practices is important to integrate humans into this development,” among postal operators. It also has a part in providing said Gnamba-Yao. necessary technical solutions and assistance to postal This not only means customers, but also employees. operators needing to upgrade infrastructure. “Every employee of the post must be engaged in the transformation of the Post and our work to sell innova- 03/2017 tion,” explained Gnamba-Yao. Participants agreed on the need to move away from letters and diversify their businesses, but this did not only mean commercial services – CEOs said that the Posts network and citizens’ trust would make diversi- UNION POSTALE UNION POSTALE 03/2017 12 hosted in Istanbul by PTT Turkish Post. byPTT inIstanbul hosted 2018The World CEO be will oftheUPU Forum edition more effective.” and stronger be thatwecan so synergies create more and projects into turn business Post, every benefit herewill shared thisforum theideas for usthatafter isimportant It few days. inthelast discussions fruitful very havehad “We added, Podguzov hispart, For General. Director to theirPosts,” the UPU said diversity of proven atthisforum, wehavehearda represented the world strategies that of allcorners from CEOs participants With forward. sector can take back to to to the puttheirheadstogether drive findways executives space for ourpostal that thisforum isavital “After gatheringourCEOs time, itisclear for asecond critical Follow-up discussions. the for gathered globe the around from CEOs

Working toward INTERVIEW common goals

During the October session of its Council of Administration, the UPU announced the recent creation of its Financial Inclusion Technical Assistance Facility (FITAF), which is meant to advance financial inclusion by accelerating the digitization of postal financial services and increasing their uptake to reach last-mile customers and businesses. Visa joins the Bill & Melinda Gates Foundation in funding the FITAF and will provide a three-year charitable grant. Amina Tirana, Senior Director at Visa Inc., highlights the importance of technology for Posts and shares Visa’s vision of a comprehensive digital network that will benefit whole societies.

INTERVIEW BY: SONAM

BERNHARD 13

PHOTO: AMINA TIRANA 03/2017

UNION POSTALE UNION POSTALE 03/2017 14 INTERVIEW and financialinclusion. innovation and encourage andsecure, are inclusive markets to200 helpfoster enabling that environments than inmore ourexperiences from we shareinsights partnerships, national andglobal allthese Across bodies. ard setting tional Finance Corporation, financial stand- andglobal includingtheWorld BankandInterna- organizations through international governments with engage also We grants. charitable byVisa aresupported of which allthree Cash andnowtheUPU, Than Alliance Better the for FinancialInclusion, includingtheAlliance tions organiza- international governments with partnership with through its engages Visa level, global a At formal financial system. the with represent also solutions citizens’ experience first anumber these ofence In instances, to recipients. andconveni- andbringgreatersecurity costs, istrative inadmin- savings efficiency significant offer All goals. and needs government tomized to theindividual cus- hassolutions examples ofthese Each forms. tal to digi- cheques or ofcash thedistribution from move governments helped has Visa process, the In pines. andthePhilip- aidinPakistan States andemergency intheUnited to Republic healthbenefits Dominican to welfare inEgypt inthe wages employee ing from rang- solutions payment to provide governments with haspartnered level, Visa At thecountry ways. essential inseveral governments andsupports with works Visa ments? govern- andsupport approach doyouspecifically How includegovernments. ofSome Visa’s many partners andsmallbusinesses. andunbankedincome people lower with haverelationships already which countries, 192 inits operators member andthepostal like UPU organizations with andthrough partnerships services, and products tailored to changingbyoffering mitted wearecom- –something the formal financialsystem outof areleft who aroundtheworld people billion theyare. orwhere thetwo includes who This matter no allpeople, itall–wewant to serve says line The toFinancialInclusion?apply this does How Visa’s everywhere.” is tagline “everyone, “Posts themselves need themselves “Posts to commit to their role their to commit to as agents for financial inclusion.” women. Yet,women. onfinancial all theprogress evenwith of thefinancialempowerment on hinges prosperity, community to wellness and health family from goals, of development any number tells usthatachieving Research isessential. women Reaching manyso ideas. raise insights to The thatstudy! read I wasfascinated contributing tothis?Posts the andhowdoyousee inclusionfinancial forVisa of dimension is the gender important How banks. as clients asmany services financial female twice 2015 Women haveA UPU/UN that posts shows study mously. helpenor- also buildingcan training andcapacity cases, thathelpbuildtheuse Finally, partnerships proceed. can howposts information about practical with andcomes growth, andeconomic alleviation poverty on goals national to linked is potential that when especially valuable, very be will services financial inclusive to deliver ofposts ofthepotential awareness to work raise So, UPU’s mayresult. benefits what or it, fulfill to how means, commitment that what of understanding aclear without especially challenging, be can that know We role. that fulfill to necessary andto for theactions financialinclusion agents to need themselves Posts sion? inclu- infinancial roleof posts important the already account what at donetoenhance could be thePost, 19%With of theworld’s adultpopulation holdingan inclusion. ouroverall miss aligns with ofFITAF Visa’s to support ourgoal. thanhalfway more thatwe’re already suggests but ourinterim monitoring againattheendof2017, We’llhouseholds. report and47%46% byrural residents, bylow-income 56% ofwhich accounts, payment areheldbywomen, of2016, end 162 the By new added had million Visa of Visa’s FITAFand howdoes in? fit support by 2020.Financial Access now doyoustand Where of theWorld callforUniversal Bank’s aspart people millionunbanked 500 toanother accounts payments 2015,In made apubliccommitment toprovide Visa commit as to theirrole ion to advance financial to advance ion Visa employees in many countries celebrated World Post Day and the partnership with the UPU – from the United States to Egypt and from Kenya to Kazakhstan and beyond! 15 inclusion, the gender gap remains persistent, with definitely a game changer for financial inclusion, women lagging nine percentage points behind men in helping to overcoming barriers of physical access, access globally. We have learned that in many places, increase convenience and security, and reduce costs women feel comfortable using post offices; we need for all involved – especially compared to traditional to understand that dynamic better and build on it to bank services and the high real cost of cash. accelerate inclusion for women. Taking advantage of digital technology will be critical to increase the opportunities for posts. We’ve Advances in information and digital technologies have seen so many examples of how technology can enable enabled millions in the developing world to leapfrog new kinds of solutions, ones tailored to specific popu- many of the infrastructure and development constraints lations. Digitization and technology can also help post they face, allowing them to become connected and offices to deliver financial services at scale, and allow productive citizens. What is the role of digitization in for long-term solutions, sustained investment and enabling financial inclusion and how can Posts pro- innovation. Of course it’s not a silver bullet and it’s mote the positive aspects of this role? not easy. But when combined with good understand- One of the things I find wonderful about financial ing of consumer needs, the right partnerships, and inclusion is how much innovation originates in devel- commitment, we are seeing really exciting results. oping and emerging markets. Five years ago, I met an As they expand, digital payments are creating more elderly woman in rural Mali who was part of a wom- robust financial infrastructure and more trusting and en’s cooperative that made juice and food from fruit. confident users. And leading to the increased use of She could only read and write a little bit, and struggled other products, like savings, credit and insurance that financially. But, she knew how to receive money from are so important to improving lives and livelihoods. SB her son in the city via her mobile phone. The payments came quickly and reliably and she could get cash This interview has been edited for length and clarity. immediately from an agent. Before, they took weeks and often got lost or stolen when sent via a bus. This made a huge difference to her welfare. She was also really proud of being one of the first people in the MORE ON THIS SUBJECT: cooperative to use mobile money. So, technology is http://bit.ly/2huE67s UNION POSTALE 03/2017 16 FEATURE REDSTONE KAYLA TEXT:

experience. customer abetter to provide harnessed could be data big andprivate operational thatboth agreed They ups. start- with partnering or themselves tools by developing thatthem to be control whether delivery, last-mile to that allowconsumers gies technolo- adopt quickly thatoperators suggested They approach. to auser-centered employ need will ing posts iseverincreasing,mean- services customizable offering fromstart-ups thatcompetition noted Speakers challenges. e-commerce could helpthemaddress that solutions upthese intaking agile have notbeen to implemented, abound there be istechnology posts while that, agreed They tech. andmobile ofcloud impact andthe solutions payment e-commerce, cross-border for barriers howto unblock supply-chain, logistics oftheglobal onchallenges touched dialogue Panellists’ Agility a must sectors,” hecontinued. service sal realuniver- ofthelast isone sector thatthepostal today isaware space …everybody the forefront ofthedigital in operators to putdesignated weneed “Of course Clivaz remarks. Pascal duringhisclosing General Director future,” inthe Deputy UPU stakeholders said various to take ofideas inspiringsource forward forum isavery business “This with us as we plan for gatherings with sector”.and thepostal technology “Connectingtheme e-commerce, thedots: the on for discussions sector andprivate Post the UPU, from experts forum operational brought together The technologies of uptake Posts must be agile in during the World Postal Business Forum’s second panel. second Forum’s Business Postal World the during Harald Weyerich (far right), barriers discussed unblocking Technology Postal including Centre UPU Speakers, Director their full advantage to offer customer-centred full their services. one message clear resounding sector: for Posts must technologies postal the use to World atDiscussions UPU the September left this Geneva in Forum Business Postal track theiritemandallow

Clivaz. Clivaz. multilateral through discussions,” solutions these said andﬁnd theentire sector across from our stakeholders to andensurethatwearelistening updialogue open isaforum to itself thattheUPU event shows “This for everyone. e-commerce global chainto facilitate inthe supply organizations partner with work wouldcontinue its thattheUPU participants assured General Director the Deputy Furthermore, tors. opera- ofpostal toand to thechangingdemands listen countries interested in implementing technologies these there to emphasized wouldbe assist He that theUPU there,” General. Director theDeputy explained are solutions that sure make to role our is it as us to tant techni affordable “Offering tate these exchanges. (CDS), System such astheCustoms Declaration to facili- technologies, anddeploying organizations ards between stand- toward working this,developing been has already thattheorganization afﬁrmed experts Customs. UPU and agents such astransport supply chain partners between ofcommunication suchaslack e-commerce, facing currently cross-border barriers the in unblocking They also noted advances Technological that technology would be important UPU. bythe provided andservices themanyvia products to follow thejourneyof to anitem receiver from sender the opportunity had delegates atthestand, featured screens tactical for new designed Usinganapplication andbigdata. cloud mobile, e-commerce, pillars: four across andservices products technical around its concept based stand andmodern anew launched thisyear’s theUPU For edition, intheexposition. ipated partic- also theforum, to addition hosting theUPU In tre in Geneva. more than 135 countries conference at the Palexpo cen- from thisexhibition, yeargathered which delegates parcel andcourier postal, ofthePost-Expo context the within annualforum isorganized bytheUPU The Post-Expo KR cal solutions is very impor- isvery solutions cal

Prize winners and VIP guests take time to capture the moment.

World Post Day 2017 17 Inaugurations and guided tours of post ofﬁces, blood drives among postal employees, release of special stamps – there was no shortage of originality this year in the activities organized for World Post Day on 9 October. The aim, however, remained unchanged: to raise awareness among the public and businesses of the role the postal service plays in their day-to-day life and in global socio-economic development.

TEXT: The UPU International Bureau also chose to mark the Human understanding SONAM occasion in a novel way, organizing a prize-giving cere- The International Letter-Writing Competition perpetu- BERNHARD mony in Berne to honour the winners of the 46th Interna- ates an ancient craft at a time when, as UPU Director tional Letter-Writing Competition for Young People, as General Bishar A. Hussein remarked, "the Internet's well as the highest-performing countries on the 2016 reach is increasing every year and transforming the way Integrated Index for Postal Development (2IPD). citizens interact, communicate and do business". Guests included high-level representatives from des- Conceived to encourage literacy among young ignated operators, regulators and the United Nations, as people and develop their ability to clearly express their well as ambassadors, ministers and Swiss authorities. thoughts in writing, the competition also aims to increase Employees at the International Bureau also responded their awareness of the importance of postal services. to the invitation extended by General Management, Some 1.2 million young people from 49 different coun- which seized the opportunity to thank staff for their tries put themselves, as the 2017 theme proposed, in work and dedication. the shoes of an adviser to the UN Secretary General to help resolve a pressing global issue. 03/2017 From the refugee crisis to sustainable development to eradicating violence, to cite just a few, the issues tackled by the 49 ﬁnalists showed evidence of true humanism and a clear commitment to international cooperation, as noted by António Guterres in his message, read out at

the beginning of the ceremony. UNION POSTALE UNION POSTALE 03/2017 Susanne Ruoff, Director General, Swiss Post General, Ruoff,Susanne Director make life easier." wewant to for whom to ourcustomers, remain close and services our improve constantly to us encourages It theright ison track. strategy Post's tofirms usthatSwiss andcon- pride awardfillsuswith first-place "This 2IPD tional Affairs, Japan Post Japan tional Affairs, of President Vice Masahiko Interna- Senior Metoki, of service." hardto improveourquality that wehaveworked very –andshows privatization –evenafter role ing oursocial to ourcommitment maintain- "This awarddemonstrates 3 Group Poste La of International Affairs, Director Béatrice Roux, future." inthe role social and economic andcontinue toevolve playanimportant theycan which basisfrom asagood serving operators, all motivate really thatcan isanindicator 2IPD The decisions. ofourstrategic andtherelevance model ness Poste's busi- ofLa theresilience "This award recognizes 2 1 words winning champions’ 2IPD st rd nd place, Switzerland place, place, Japan place, place, France place,

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19 FEATURE th FEATURE 46 UPU International Letter-writing Competition for Young People (2017) 20

1st Prize Eva Giordano Palacios, 14 years old (Togo) 03/2017

UNION POSTALE Dear Secretary General, FEATURE My name is Eva Palacios, I am 13 years old and I live in Lomé, Togo. Just like any other young girl, I dream of the perfect wedding, with a dazzling white dress and the perfect gentleman by my side, of an unending buffet and throw- ing my bouquet, and of two wedding rings that are more beautiful than dia- monds. I dream of the perfect wedding, but it’s only a dream as I have all the time in the world before I get married, and for that I am happy! It is just a dream for me, but for others it is a horrific reality. Every day it becomes a reality for poor young girls who cannot defend themselves. Each year, more than 15 million girls aged 15 and under are forced to marry men three times their age.

No doubt you have understood, Mr Secretary General, that today I would like to talk to you about child marriage.

Child marriage is the act of marrying a child who has neither legally nor emotionally reached marriageable age. Child marriage is the result of deep-rooted traditions, poverty, ignorance, early pregnancy or a lack of law. Underdeveloped and poor countries are often the most affected, and the victims are usually girls aged 15 and under. They are married to build strategic alliances and partnerships with other families. They are married because of tradition, which leaves their parents with no choice in the matter. They are married because they are seen as a burden and another mouth for their parents to feed. They are married because...because...because... 21

The solution, the only solution to child marriage, is education. Education allows the children of today, who will be the adults of tomorrow, to understand that age-old traditions which instruct them to marry off their daughters are unfair, and that poverty is no excuse, especially when the men are far too old for them. But education is not possible without means, without money. Under- developed countries are often poor, lacking the means to build good education facilities and recruit qualified teachers. They settle for low-performing schools. Aid to underdeveloped countries must, therefore, be increased, so these countries can make up lost ground in terms of both their educators and their infrastructure. But for now, these countries must be encouraged to strengthen their laws against child marriage. When families end up in court for having married their child too young, they are often released without charge as they can bribe the judge or police officer. Not to mention how the legal system can often be much too lenient in these types of cases. And ironically, although it was a lack of money that drove them to marry off their daughter in the first place, parents then have to find the money to bribe the legal authorities. They are trapped in a vicious circle and only you, Mr Secretary General, have the power to help them break free today.

Mr Secretary General, I hope that my small contribution will help you as you plan your work for the years to come, and that you manage to end once and 03/2017 for all the inhumane and outdated practice that is child marriage.

Kind regards, Eva Palacios UNION POSTALE UNION POSTALE 03/2017 22 FEATURE REDSTONE KAYLA TEXT:

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UNION POSTALE 03/2017 23 FEATURE UNION POSTALE 03/2017 24 MARKET FOCUS DAVID DAVID KOCH TEXT:

or three days. two every request one just get typically posties mobile arelow: sincesales deliveries, involve mainly routes of26average 100 andcover about kmdaily. stops Their make an andRenaultKangoo), andthe posties Tivoli Caddy, SsangYong (Volkswagen tested being currently weighing phone, printer, areceipt mobile for andasmallscale a atablet, with areequipped letter-carriers The postal items. cutoff. be wouldotherwise phone, who to a access lacking people vulnerable accommodate Threewait for 15 to ismeant This 20 for or clients. minutes types they –where office to of thepost theformer location of vehicles centre close inavillage duringtheday–usually locations make atdesignated also stops letter-carriers The are rounds. their do they as posties mobile hail also can Customers Jovaišas. time, said atapredetermined home bytheir to stop postman tre andarranging for amobile cen- acall by phoning theservice use Customers can Jovaišas. said measures, cost-saving previous of arearesult hours –theshort daily to four hours thecountry.across Currently, for just are two open these inrural areas to 375 offices replace post expected are posties andmobile stage, first of theproject’s Seventy-seven post offices have been closed as part volume.” to tenpercent isfive oftheservice decline year, thatevery “We discovered the Post. Lithuania at development andbusiness ofstrategy head Jovaišas, areas “unprofitable andunsustainable,” Mikas said inrural offices makingpost andabroad, centres urban in opportunities Young economic areseeking people with “mobileposties” offices post rural Lithuania replaces amidst a shift in demographics. in ashift amidst workforce,the services Post the says new the rural model needed is to sustain actions at customers’ doorsteps. Though involve project the will areduction in portable equipped with technologies,letter-carriers, trans- out postal who carry offices, post “mobile replacing with them – of posties” closing hundreds is rural As populations decline in the Lithuanian countryside, the designated operator

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Swiss Post experiments with “branch of the MARKET FOCUS future”

Interlaken is a town long known among mountaineers as a doorstep to the Swiss Alps. Today, it’s also on the threshold of fresh approaches to postal retail services, as Swiss Post experiments with a new concept at its Interlaken post ofﬁce.

“My Post 24 terminals”. Located across the country at places such as railway stations or near grocery stores – including one outside the Interlaken branch – these lockers allow customers to drop off or receive parcels outside regular post ofﬁce hours. Floor managers can also show customers how to carry out transactions independently in self-service areas, where they place their item on a scale and then, using an interactive touch screen, print out and afﬁx the necessary postage. After preparing an item for shipping this

way, customers can pay by debit using the automated 25 service or proceed to the checkout. (These self-service Customers receive a warm welcome at the extensive infor- counters are also found in places like grocery stores else- mation desk in Swiss Post’s “new concept” post office in where in the country.) Interlaken By discussing customers’ needs and demonstrating TEXT: The post office in central Interlaken could serve as a tem- solutions, floor managers help to build a rapport with DAVID plate for the “branch of the future”, based on how cus- clientele and to increase the general public’s awareness KOCH tomers respond to the new design. of the Post’s physical and digital products. Customers entering the open-concept post office Other features of the post office include a drive- immediately encounter a wide information desk bearing through counter where customers can drop off items the word “grüessech” – an expression meaning “hello” that are ready for shipping. While this kind of service or “welcome” in the Bernese dialect of Swiss German. already exists for business customers, the Interlaken The information and advice counter is an essential fea- branch is the first example of a Swiss Post drive-through ture of this experimental post office. service where private customers can carry out postal “At the advice counter, employees explain the prod- transactions without leaving their car. This could be ucts to customers and show them how to conduct their especially useful for older customers with mobility issues. postal transactions efficiently,” said Swiss Post spokes- Buehlmann says that, so far, the drive-through service person Jacqueline Buehlmann. in Interlaken is being used by roughly 20 business cus- Buehlmann explained that these “floor managers” tomers and five private customers daily, with afternoons – a newly created position that is still being defined – being the busiest time of day. act as post office hosts for customers and are trained Overall, the goal appears to be creating an environ- to be familiar with all Swiss Post products and services. ment that is more pleasant and convenient for busy cus- “The floor manager works in the customer area, tomers. Rather than standing in line, customers can take handling the activities (providing information, demon- a number and wait in a comfortable seat, and kids can strations, advice, explanations and sales) for all products learn to send letters at a children’s play desk equipped 03/2017 and services that are not included in over-the-counter with writing materials and a little play mailbox. transactions.” The Post plans to analyze the results of this prelimi- For example, floor managers can help customers nary test before potentially rolling out the design at install and use the Swiss Post app on their mobile devices pilot branches elsewhere in the country. The ideas (the branch offers free Wi-Fi). They can also provide being tested in Interlaken could serve as a model for UNION POSTALE instructions on how to use parcel lockers known as customer-centric postal services. DK DIGEST AUSTRALIA IRELAND UNITED STATES AUSTRALIA POST has taken its online shopping AN POST has taken a step forward in making AMAZON launched its new Amazon Key service subscription service “Shipster” nationwide. the returns process easier for consumers, in the Unites States, which will now allow Shipster gives shoppers access to free shipping launching a new service called ReturnPal. After delivery agents to drop off packages inside with 50 of the country’s largest online retailers downloading the ReturnPal app from the customers’ homes. The service, which is availa- for purchases over 25 AUD (19 USD). Apple Store or Google Play Store, customers ble to Amazon Prime members, includes access simply input the address they want their parcel to an app allowing customers to track their CHINA picked up and An Post will print the return parcel, a smart lock giving the delivery person THE STATE POST BUREAU OF CHINA reported an label and send back to the retailer. The app will access to the home and a security camera increase in express items posted during China’s also allow them to track their returned parcel allowing customers to monitor the delivery. annual “Double 11” Day, with 331 million until it reaches the retailer. delivered by postal and express companies this All items by Kayla Redstone year. This represents a 31.5 percent increase KAZAKHSTAN compared to 2016. “Double 11” is an e-com- KAZPOST announced that it would expand its merce event celebrated on November 11 each “parcel supermarket” self-service centres year. across the country. The concept, first launched in 2015, facilitates customers’ access to ser- CROATIA vices for sending and receiving parcels using CROATIAN POST has signed a partnership electronic terminals and is available at least 14 agreement with DHL for cooperation on parcel hours per day, seven days per week. There are deliveries, focusing primarily on the business currently 74 “supermarkets”, but the Post to customer market. As part of the agreement, intends to add an additional 54 by the end of Croatian Post will join 26 European countries 2017. as part of DHL’s Parcel Connect network. LITHUANIA FRANCE LITHUANIAN POST subsidiary LP EXPRESS LE GROUPE LA POSTE has announced its inten- announced that it would expand its network of tion to create a joint company with French self-service parcel terminals across the country 26 waste management company SUEZ to collect in response to the development of the e-com- and recover office waste in mainland France. merce market. The company will install 40 new The project is subject to prior approval of the terminals in both cities and towns, thereby national competition authority. increasing the network by nearly 160 percent.

GERMANY MALDIVES DEUTSCHE POST DHL GROUP (DPDHL) has MALDIVES POST has launched a new self-serve collaborated with automotive supplier ZF and parcel service, called PikPost. Through PikPost, AI computing company NVIDIA to launch a customers now have 24/7 access to parcel new test fleet of autonomous delivery trucks in pick-up lockers which they can access using a 2018. The pilot will focus on the transporta- code sent via SMS once the parcel arrives. tion of packages, including last mile delivery. It will also include equipping DPDHL’s existing SWITZERLAND fleet with sensors to feed data on different SWISS POST has joined several other Swiss routes into ZF’s AI system. companies – including banks, a financial ser- DPDHL also has plans to invest more in peo- vices provider, a telecommunications provider, ple, launching new traineeship opportunities an insurance company and the federal railway for courier, express and postal services special- – in signing a memorandum of understanding ists in 2018. The new training is directed at to create a joint company aimed at developing older applicants with previous work experi- a digital ID for Swiss citizens. This secure elec- ence. The company already offers training in tronic ID will help facilitate citizens’ access 18 occupational fields and with 13 dual courses online services. The Post stated that the new of study. company, called SwissSign Group AG, would develop a “solution made by the private sec- 03/2017

tor, but certified by the state”. UNION POSTALE Poststempel Validieren und Entwerten im Postamt

Mail Daters For validation or cancelling in the post ofﬁce

Dateurs postaux Pour valider et oblitérer au bureau de poste

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Innovation bringing value

Every single day, hundreds of millions of parcels, packages and mailpieces move around the world, along the roads to our houses. In more than 20 countries, on 5 continents, a large part of them is sorted, routed, tracked, prepared for delivery by our solutions. SOLYSTIC provides operators of postal and parcel industry with solutions for e-commerce logistics, B2C delivery preparation, "mixed" mail sorting and automatic resolution of delivery addresses. We help our customers to meet growing demand, to be ahead of the competition, to make their business profitable. SOLYSTIC: we always try to think creatively. Innovative solutions for the mail and parcel industry. ginette. 03/17. Picture: Betty Studio 03/17. Picture: ginette.

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