Moving the postal sector forward since 1875 July 2018 | Nº4/17

Speakers' Formidable 10 Corner

force: CEOs look Cover 14 story toward alliance Envisioning 21 a postal building future 3 to 7 September 2018 Addis Ababa, Ethiopia

UPU is holding its second-ever Extraordinary Congress, calling together some 1,000 delegates from its 192 member countries in Addis Ababa this September. They will take crucial decisions regarding the future of the UPU and the postal sector, including: • Implementation of the UPU's Integrated Product Plan and the Integrated Remuneration Plan • Reform of the UPU • Reform of the system applied to contributions by UPU member countries • Sustainability of the UPU Provident Scheme

Government ministers and other senior decision-makers from around the globe will also participate in a special Ministerial Strategy Conference September 6 & 7. They will discuss how the postal sector can better serve nations and citizens and review the implementation of the UPU World Postal Strategy adopted at the Istanbul Congress in 2016.

Registration is now open. Please visit the UPU website for more details on the event and information for participants.

Follow along on social media: #postaldialogue

www.upu.int CONTENTS

COVER STORY

14 UNION POSTALE is the Universal Postal Union’s flagship magazine, Formidable force: founded in 1875. It is published quarterly in seven languages and takes a closer look at UPU activities, featuring international news and developments CEOs look toward from the postal sector. The magazine regularly publishes well researched articles on topical issues alliance building facing the industry, as well as interviews with the sector’s leading individuals. It is distributed widely to Discussions during the 2018 UPU World CEO Forum the UPU’s 192 member countries, had postal chief executives envision a digital future, together. including thousands of decision-makers from governments and Posts, as well as other postal stake­holders. All regard it as an important source of inform­ation about the UPU and the postal sector at large. UNION POSTALE is also published in French, Arabic, Chinese, German, Russian and Spanish. FEATURE The Universal Postal Union neither endorses any products or services Speakers’ Corner offered by third-party advertisers nor FOREWORD Thoughts from the host guarantees the veracity of any claims Standing tallest, seeing 10 UNION POSTALE caught up with CEOs for an exclusive look made by the same. Opinions expressed 6 furthest: Together CEOs into their goals, the state of their Posts and the messages they 23 in the articles are not necessarily those can shape a positive would like to share with their peers. Just two years after hosting the 26th Universal of the UPU. postal future Postal Congress, Turkish Post stepped up to It is expressly forbidden to reproduce the plate to host yet another major UPU event: any part of UNION POSTALE magazine (including text, images or illustrations) EDITOR’S NOTE the third UPU World CEO Forum. UNION without prior permission. 7 Spotlight on CEOs POSTALE caught up with the company’s INTERVIEW CEO and Chairman of UPU's Council of July 2018 IN BRIEF Administration, Kenan Bozgeyik, to gain o 8 What do the world’s postal Envisioning his perspective on the event. N 4/17 captains think about the 21 UPU World CEO Forum? a postal future EDITOR-IN-CHIEF: Kayla Redstone (KR) Turkish Post unveils The UPU World CEO Forum has PERSPECTIVE grown from a seedling idea to one AUTHORS: Olena Muravyova (OM), 13 commemorative stamp Fella Rabbahi (FR) of the organization’s flagship events EDITORIAL SUPPORT: David over the course of a few years. UPU Postal operators can Dadge (DD), Olena Muravyova (OM) 27 DIGEST Director General Bishar A. Hussein reduce cost of sending DESIGN AND LAYOUT: shed some insights into how the event 25 UPU Graphic Arts Unit started, how it has developed and money SUBSCRIPTIONS: [email protected] where he sees it – and the postal Money received from loved ones working ADVERTISING: sector – moving in the future. [email protected] abroad can transform a family’s living standards. From Albania to Australia and from CONTACT: Bahrain to Bangladesh, the essential bridges UNION POSTALE International Bureau built between countries due to remittances Universal Postal Union support migrant families and keep children in P.O. Box 312 desperately-needed education. 3000 BERNE 15 Moving the postal sector SWITZERLAND PHONE: +41 31 350 31 11 forward since 1875 E-: [email protected] WEBSITE: news.upu.int/magazine FOREWORD Standing tallest,

seeing furthest: EDITOR’S NOTE Together CEOs can SPOTLIGHT ON CEOs shape a positive

postal future Readers will notice we have done something different with this issue; we have dedicated it to the recent UPU World CEO Forum held in Istanbul, Bringing together the world’s postal chief Such diversification, including an embrace of Turkey. executive officers was never a luxury, it was financial services, cannot simply be hollow an overriding necessity for both the industry words, it must be adopted as a postal This special edition will take you through what and a shared postal future. CEOs have a operator’s organizing principle. It is exactly has become one of the premier events of the leadership role and bear ultimate at this terminal point, this crossroads postal sector, where the captains of the industry responsibility for the day-to-day between adding and subtracting value, that meet on an annual basis to network and set their management of decisions and for the unique selling point of UPU becomes sights on building a resilient postal network for implementing the long-term strategy of self-evident. the future. their postal operators. With our growing focus on financial services Throughout these pages, you will have an The CEOs, however, are also ambassadors and digitalization, our emphasis on exclusive look into the minds of postal chief of their operators and a major voice in technology, the multilateral strength of our executives through interviews and our cover story determining how this industry moves treaties, and our relationship with both the on the forum’s discussions. A special forward and forward and grasps the future. Within this United Nations system and governments, editorial by UPU Director General Bishar A. Hussein truly varied and extensive industry, there is we are well placed to assist postal operators will shed light on the organization’s strategic no doubt that they, among all others, stand to move to the future. direction. tallest and see furthest. It is their powerful vision, their ability to see the next trends and I believe the forum succeeded in helping Regular subscribers will also notice that we have developments appearing on the far horizon to reinforce the impression that we are given our flagship magazine’s layout a makeover. that the Universal Postal Union (UPU) wished stronger together than apart. This is why I As the Post transforms, so must UNION POSTALE. to harness at the CEO Forum. would close my foreword with a very simple message. In Turkey, at UPU’s third World CEO Forum, Kayla Redstone, Editor-in-chief I believe we saw the beginnings of that Together we weathered a difficult period, Together we weathered future being visualized, but also clear but if we are to prosper under clearer skies, “a difficult period, but if we evidence of CEOs uniting to clarify the we must form a strong alliance of CEOs challenges and opportunities standing dedicated to moving forward in the spirit of are to prosper under before the industry. Confirmation of this optimism and taking advantage of the clearer skies, we must came from the numerous panel sessions, technological advances of the 21st Century. but also in the less formal discussions and form a strong alliance of dialogues held on the margins of the forum. The third UPU World CEO Forum did much CEOs dedicated to moving to help make this a reality, but we need to From the animation of these conversations, go faster and we need to do it together. forward in the spirit of I sensed that CEOs were emerging from a long period of self-reflection on challenges, Bishar A. Hussein, UPU Director General optimism and taking and beginning to seize on solutions. I felt a advantage of the renewed confidence flowing from CEOs about the future; an optimism allied to a technological advances growing belief in the ability of e-commerce of the 21st Century. and digitalization to take us to the high ” ground of success and profitability.

6 MOVING THE POSTAL SECTOR FORWARD SINCE 1875 7 IN BRIEF WORD ON THE GROUND

This forum is where The World CEO Forum is “experience meets new the“ perfect place for ideas. Every meeting with a exchanges between postal colleague from another operators around the country can bring a fresh world. It is also an opportu- What do the perspective in dealing with nity to discuss postal oper- business challenges. Profes- ator experiences, strate- sional relationships built here are a great plat- gies and visions among peers. This is the sec- The UPU CEO Forum is form for future cooperation. ond time Algeria Post is participating in this world’s postal becoming a key annual “ event, which we believe is important for many event for postal chief exec- Ivan Čulo, CEO, Croatian Post ” reasons. It gives us the chance to see what new utives around the world. It opportunities are being offered to postal oper- allows us to better under- captains think ators to develop and improve quality of service, stand everyone’s expecta- and get an idea of the challenges postal opera- tions, and to discuss indus- What motivated me to tors may have to face in the coming years. The try trends and strategies. It also provides a participate in such a valua- “ forum is a valuable space for us and we believe space to exchange ideas regarding sector ble event first of all was the about the it will always be important to maintain this developments and to share our experiences. great idea of gathering all the CEOs of the postal ser- place of exchange between the heads of Posts The 2018 edition, on the theme "Postal digital vice providers worldwide in around the world. dividends: A new portfolio, better performance UPU World one meeting. The second Abdelkarim Dahmani”, Director General, Algeria Post or a redefined mission?", stimulated discussion was the agenda. Each time we have found that on the role of Posts in national economies. it is very rich, dealing with our problems and It also provided an opportunity to highlight eco- dealing with the obstacles that we are facing CEO Forum? every day in our business. The third is the net- nomic practices and models that postal entities could adopt to improve their performance, at a working and the chance at building relation- I am very happy to be time when Posts need to evolve in response to ships with other colleagues around the world. with“ my colleagues in globalization and technological advances. ” Istanbul to attend the CEO Khaled Lahham, Director General, Forum. It is a very good The UPU CEO Forum is becoming an eagerly opportunity to meet and anticipated event for all top managers wanting understand the per- to share ideas and solutions for efficient and spec-tives of all the CEOs lasting developments in the postal sector. around the world. I would like to thank the UPU for this excellent – The UPU World CEO Forum Faleh Al Naemi, Chairman of the Board of Directors” and I hope continuing – initiative. “is the only event in the world and Managing Director, Amin Benjelloun Touimi, Director General,” that brings together CEOs of Poste Maroc Posts from every continent. This is an opportunity not only to make mutual dis- It is my first time at the co-veries, especially for new CEO“ Forum. It was a chance CEOs, but also to engage in exchanges that high- for me to participate and light changes and innovation within the postal get to know people from sector. It is an event that inspires progress and other countries and share the desire to forge ahead. I could not be more experiences to find out how pleased with my experience participating in the they overcame the situa- 2017 and 2018 forums. I encourage all CEOs to tion they were in a few years ago, which is simi- attend the meeting in 2019. lar to what we’re experiencing now. Nabi Issa Coulibaly, Director General,” SONAPOST Enrique Prado López de Romaña, Chairman” of the Board, Serpost IN BRIEF SPEAKER’S CORNER

Therefore, UPU is playing a vital role in The value of the forum is in being able to transforming the postal companies around meet these people and find out about their the world. It is also helping us in a very situations and share those experiences and important manner, which is conveying a bring out the best of them. message to the governments worldwide, telling them how postal companies are very What is the role of the UPU in bringing important to their network and are serving together postal stakeholders? to achieve socioeconomic development and I think it has an important role because it is the national goals adopted by each country. the organization that brings together postal services worldwide. If there was no Which message do you want to share with centralized organization, then it would be fellow CEOs, including those who did not very difficult for each one of the countries to KHALED LAHHAM participate? organize or to meet all the other participants Director General, We need more efforts in terms of building on a one-to-one basis for bilateral Jordan Post Company capacity for postal workers because not all agreements or whatnot. I think the UPU is countries are equal. We are willing and we doing a great job in bringing us all together What do you hope to gain from this forum’s are hoping to get more support in terms of at the same time, in the same place for two discussions? building capacity for our staff. days, and just focusing on the problematic I expect a high level of participation and to situations of the postal services, everywhere. have a chance at new business opportunities For those who did not participate, I would with our colleagues and partners. I hope to tell them that they should participate and see the right way of studying new business see the value added through meeting their SPEAKERS’ CORNER models and adapting new technologies that partners, their colleagues, and having the others are adapting in other parts of the chance to see the new business models world through transformations that have and projects that are offered by other already taken place and to transfer this companies. experience to our Jordan Post Company in network, our quality of service and our order to achieve our strategic goals. UNION POSTALE achievements. caught up with CEOs for What is the biggest challenge facing What is the biggest challenge facing your your Post? an exclusive look into Post today? There are common challenges that we are Qatar Post is like any other Post, we face the facing together as postal service providers. their goals, the state of challenge to become customer-centric. It The top challenge for Jordan Post involves JEAN-LUC DELCROIX, Director, their Posts and the has been a long time since the world human resources. We have 1,100 staff in the Monaco Post changed and became more digital. We’re Jordan Post Company and they need more messages they would like trying to cope with the current and better training to make them ready for What are you hoping to gain from the circumstances and changes in the the new business plan that has been forum’s discussions? to share with their peers. environment and in the demands of the adopted by the company. We initiated a The UPU forums, and especially the CEO customer and fulfil the new requirements strategy for 2017-2019, which included a Forums, are very valuable because FALEH AL NAEMI for the market. That’s the challenge for all new business model for the company ENRIQUE PRADO LÓPEZ colleagues are able to gather and discuss Chairman of the Board of Directors of us. emphasizing an intervention of financial DE ROMAÑA, Chairman of the one another’s issues. It becomes clear that and Managing Director, Qatar Post services, providing new services for our Board, Serpost no matter the country or continent, we have Which message would you like to share with customers, meeting their expectations and similar problems. Sometimes that allows us What is the role of a forum as such as this in Qatar hosted the UPU Congress in 2012. fellow CEOs? trying to compete with other service to implement solutions that have been used ensuring that our sector can continue to How have you seen UPU change since? I think we need to optimize. We need to providers in Jordan. previously by other countries. We were very proud and privileged to host calibrate, we need to emphasize our other improve services for customers? the 2012 Congress and we have seen the areas. We all know that the mail is declining What important role do UPU events I think it is a great opportunity to share What is the biggest challenge facing outcome of it at the Istanbul Congress in and it is only 38 percent of the volume such as this play in the workings of the experiences. We found in one of the panels Monaco Post today? 2016. The most important thing for me that nowadays. There is a big opportunity for postal sector? that there were two opposing views on how The biggest challenge today is integrating the UPU has started to react to is the demand e-commerce, especially with parcels and There are many important returns from UPU the postal services should work and I think digital components into traditional postal for reform and we are seeing more tangible small packets. There is an opportunity for events and forums, which gather UPU that brings a lot of richness to the business. It is a major issue. Personally, I results in that regard. I’m very happy for that. financial services. There is more opportunity members worldwide, letting everyone meet conversation because no position is right or believe that we are in the middle of an in acting as a facilitator for government and discuss their pains. They help us get new wrong. It depends on the situation in your industrial revolution, just as with the advent What have you gained from this forum’s services. ideas and new direction for the UPU, country in terms of how developed you are, of trains, planes and boats. These new discussions? unifying our positions in many cases such as how old your postal service is, how rich it is. means of communication must be I’m quite sure that if we take the right steps, It was a very inspiring discussion and there reform or any other project offered by UPU. integrated into our postal activity. It is the postal network will be the strongest, the were a number of topics that have the important to remember that the postal most efficient and themost valuable for the interest of all of us as CEOs. I hope that our customer. industry has been around for 700 years, messages will be communicated to the UPU, upon which it will act and develop our

10 MOVING THE POSTAL SECTOR FORWARD SINCE 1875 UNION POSTALE 11 IN BRIEF TURKISH POST UNVEILS COMMEMORATIVE STAMP and it has always prevailed despite various First, we are investing in strengthening our Turkish Post has paid tribute to its role as host of the third revolutions and challenges. postal network – in other words, the iteration of the UPU CEO Forum, marking the event with the physical aspects of the postal network. We Turkish Post unveils launch of a special stamp. What opportunities are you looking are also investing in digitalizing services and The Post unveiled the stamp during the forum’s opening to seize? providing new electronic services, such as commemorative stamp ceremony on May 9th in the presence of the UPU Director Our current goal is to ensure the economic remote services, to better respond to the General Bishar A. Hussein, CEOs from the world’s postal efficiency to fund public service. I believe increasingly demanding needs of customers, operators, special guests and the Turkish media. that the Post can and should be efficient, who need fast, reliable and interactive The stamp features the 2018 forum logo and branding, but I think it is important that it also provides services. a public service to the citizens of a country. including distinguishable elements of the Istanbul skyline We want to keep up with these changes, so During one panel, we saw that in certain such as the Galata Tower, Maiden’s Tower and the famous we are implementing this new strategy to countries a public service is something Bosphorus Bridge (known officially as the 15 July Martyrs better meet the needs of our customers. important and essential. ROHANA ABEYARATNE, Bridge), which connects Europe and Asia. Flanking the skyline are two signature Turkish tulips. The advice I would give to UPU countries is Is there anything you would like to say to Postmaster General, the Department to try and reconcile economic development encourage other CEOs to participate in the of Post, Turkey’s Minister of Transport, Maritime Affairs and and the notion of public service as a forum? Communications Ahmet Arslan and guest ministers universal service. Both are important. First I would like to thank all the CEOs who What is it that brought you back to responsible for the Post – including those of Pakistan, Liberia Business for business’ sake might be good, participated in this event and who agreed to participate for a second time in the UPU and the deputy minister from Iran – were invited to the stage but the postal service cannot neglect its share ideas between industrialized and World CEO Forum? to sign a special first-day cover to launch the stamp This is a great opportunity for all of us CEOs. alongside Mr. Hussein and Turkish Post CEO Kenan Bozgeyik. larger mission: to be of service to our fellow developing countries. The forum is an Above: The commemorative stamp. citizens. In some countries, people in remote important space for cooperation and We are representing different types of Turkish Post has circulated 100,000 copies of the countries – developed countries, developing Below: Liberian Minister of Posts and areas cannot access services, and the Post exchange. Telecommunications Cooper W. Kruah signs commemorative stamp, which carries a value of 4 Turkish countries – and we can share our plays a key role in social cohesion. I believe I would also like to encourage any CEOs who the special first-day cover, while Turkish Minister Lira (0.84 USD). experiences here and we can share our of Transport, Maritime Affairs and the Post also plays a part in social action in were unable to participate in the event to views on the issues that need to be Communications Ahmet Arslan (left) and Those interested can purchase the stamp through Turkish all countries. come watch and participate in discussions Turkish Post CEO Kenan Bozgeyik (right) look on. addressed. This is an open forum to discuss Post’s online philatelic shop, www.filateli.gov.tr. KR on interesting topics, which are detailed on everything. It gives big support to UPU to the CEO Forum agenda. I think our peers plan and design its roadmap for the coming should also be encouraged to come share year. It is also a good opportunity to create a their experience. network with all other postal operators. Everyone brings unique experiences to the table. Each country's experience and model Do you have an example of something that is different, so we should share our you gained from participating in the forum? knowledge in order to reach our common Last time I participated in this forum, in goals: improving quality of service and Moscow, I was able to form a very big satisfying our customers. network among the CEOs so I am still sharing all of my ideas with the other postal operators. It’s a very big benefit for us.

What is your Post in particular doing to ABDELKARIM DAHMANI, take advantage of the opportunities of Director General, Algeria Post digitization? I’m quite sure that if is now in the process of What will Algeria Post look like in 2020? we“ take the right steps, introducing digitization. Sri Lanka Post’s Algeria Post is a public postal operator in the the postal network will be issue is investment. We have already midst of a complete transformation. Our the strongest, the most submitted a proposal to create a digital strategic plan for 2018–2020 covers efficient and the most platform for the postal sector in Sri Lanka to ambitious goals in terms of digitalization valuable for the the World Bank. Now it is in the revision stage. I hope that we will be able to and improving quality of service. In line with customer. this new digital era, Algeria Post has introduce and establish our digital platform developed an investment plan on several Faleh Al Naemi” , Chairman of the in the coming year. fronts. Board of Directors and Managing Director, Qatar Post These interviews have been edited for length and clarity. Reporting by Fella Rabbahi & Kayla Redstone with files from Olena Muravyova. COVER STORY FORMIDABLE FORCE: CEOs LOOK TOWARD ALLIANCE BUILDING Formidable force: CEOs look toward alliance

UPU launched the World CEO Forum in Paris Turkish Post hosted the forum’s third Speaking during the opening of the event, during 2016, aiming to fulfil the need for a instalment May 9th and 10th in Istanbul. Turkish Minister of Transport, Maritime space where industry decision-makers could It gathered CEOs from around the globe Affairs and Communications Ahmet Arslan building share their experiences and ideas for to share their postal industry views under drew light to the societal value contributed creating a vibrant postal sector. Since then, the theme “Postal digital dividends: by postal operators. the annual gathering has transformed into A new portfolio, better performance “[Turkish Post] is very important to our one of the organization’s premier events and or a redefined mission?”. country and it has a history of more than an exclusive opportunity to hear from the Discussions during the Leaders of the Posts spent a day and a half 178 years, has a strong corporate structure captains of the postal industry. engaged in a conversation about how they and provides many services … making life 2018 UPU World CEO Forum had “UPU’s reason for existence is to help define could champion what has become both one easier for our citizens every day,” he added. postal chief executives envision the postal industry and assist it to grow and of the industry’s biggest challenges and one prosper. There is no better way to do this of its greatest opportunities: digitization. than to do it together with the main decision a digital future, together. “Our sector has been going through makers of the Posts, the CEOs,” said UPU transformation and we are at a turning “UPU’s reason for existence Director General Bishar A. Hussein during point. We are in your capable hands,” said is to help define the postal the opening of the 2018 event. TEXT: Kayla Redstone Turkish Post CEO Kenan Bozgeyik, industry and assist it to PHOTOS: Uğur Çobanoğlu addressing his peers and guests. grow and prosper. There is The subject had not only the support of no better way to do this CEOs, but also other sectoral leaders. Ministers responsible for the Post from than to do it together with several countries attended as special guests. the main decision makers of the Posts, the CEOs” COVER STORY FORMIDABLE FORCE: CEOs LOOK TOWARD ALLIANCE BUILDING

Carrying the conversation “This is why it is critical to reform our has endeavoured to implement Right now postal financial services make up He said that since the Post has introduced One of the keys to assuming that central networks, to reform our strategies, to new technologies such as drone delivery to about 66 per cent of the Post’s business, he new digital offerings into its portfolio public service role is being able to transform reform our business plans, to reform even catch up with the market, but Kang said adding that the company is now customer demand for these types of with the needs of the public, namely though our staff. We need to upgrade our systems explained that this effort comes with its fair focusing its innovation efforts in that area, innovative products and services has providing the electronic and mobile services so that we can be able to provide the share of not only technological, but also working to develop electronic bank cards. continued to accelerate. services which the young generation and legal and institutional barriers. that customers demand. Varying levels of digital penetration across modern customers are looking for,” he In the case of drones, Kang noted that the Burkina Faso have meant that physical CEO and 2017 World CEO emphasized. Deliver now Forum host Nikolay Podguzov drove this Post must consider safety, security and products still comprise 80 per cent of that It is not only cutting-edge technology that point home in a video message to those The question, the Director General privacy regulations. Adopting new country's postal portfolio, while 20 percent postal customers desire, they also expect a technologies can require hefty investment is focused on digital products, explained attending the 2018 forum. explained, is how quickly today’s Post’s will “when I want it, where I want it” service. be able to adopt new technologies with slow returns, but Kang assured his Post SONAPOST Director General Nabi Issa The availability of the Internet has given “Participants concluded that the demanded by customers. This, he said, would persevere to implement digitization Coulibaly. consumers around the globe access to more technological changes bring not only some would be determined by the priority, despite these hurdles. “In Burkina Faso, people still want a human service providers than ever. Not only do they risks, but also give much opportunity to the resourcing and reform efforts each operator South African Group CEO Mark touch to their services, they don’t want have more choice, but they have more Posts, which would help them to secure the channels towards digital transformation. Barnes called on his peers to persist in technology to omit that,” said Coulibaly. opportunity to share experiences using role of public services provider,” reflected modernizing the postal portfolio by first different providers and to select the one that Podguzov, recalling the previous year’s The case of Estonia showed that working on the mindset of their best suits their needs. discussions. leapfrogging could be the answer, as long She explained that there was an opportunity organizations. “We don’t fear new as the Post works to move more traditional So how should Posts deal with steadfastly That event centred its discussions around for Posts to “rediscover the market”. She technologies. We adopt “We take four months to make a decision, customers along with it. changing customer demands? multidimensional growth with the goal of raised this point during the forum’s second the private sector takes four minutes to identifying successful business models to them and use them to panel, “Global perspectives: Elusive growth With the average Estonian receiving fewer make a decision. We can’t play on a level fulfil the needs of postal stakeholders, with despite improved environment”, which had than 10 and sending a mere 1.3 letter post provide better service playing field like this,” he explained. “Our challenge is to think CEOs delivering a unified message: to our citizens” panellists reflect on why postal growth has items per year, the company was forced to digitization cannot be ignored. stagnated despite improvements in the Once Posts have matched the private embrace new, digital products, explained like a customer and act like global economy. sector’s innovation-enabling culture, true former Chairman of the Board and CEO a start-up” Although digitization is often seen as one of innovation can take place. Joona Saluveer. He said this was largely the Post’s greatest challenges, the UPU Gaining perspective In Korea, the decoupling between gross It is not only the customers demanding driven by young people, but the company Director General stressed that adopting domestic product (GDP) and postal revenues “We need to have an equally diverse and “Systems have to be constantly revisited to modern services who provide an hasn’t forgotten its older customers. technological changes was something the is something that has been taking place for growing portfolio beyond our simple provide efficiency. We have to restructure opportunity for the Post, but also those who Post had undertaken from the very more than 10 years, shared Korea Post business before we can even correlate with Take parcel lockers for example. permanently because we cannot predict are potentially left behind in the global push beginnings of its history. President Seong Ju Kang, who also GDP,” Barnes urged. change,” said LibanPost CEO Khalil Daoud toward digitization, according to Turkey’s When Omniva first introduced the self-serve remarked that this gap is one that faces during a panel discussion that had “We don’t fear new technologies. We adopt UN Resident Coordinator and UNDP terminals about six or seven years ago they Posts in both developing and industrialized participants zero in on changes in the them and use them to provide better service Resident Representative Irena Vojáčková- Balancing act were barely used, said Saluveer. Now some countries. consumer-provider relationship and identify to our citizens,” said Mr. Hussein. Sollorano. The following panel invited CEOs to share 80 per cent of Estonians say they prefer solutions enabling them to provide the fast, their view of a perfectly balanced postal parcel locker delivery. The reason for the predictable and secure transactions portfolio. This balance, according to CEOs, is success – the Post made sure to train its customers demand. something that can vary from country to customers. country depending on development status. “We put older people to explain to other Daoud asserted that the digitization wave Those from the developing world expressed older people how to use the machines so had only just begun to rise and that new worry that the pace of technological change that [making the change] wouldn’t be so players were cropping up every day. In order had overtaken the pace of change in their scary for them,” said Saluveer. to compete, he suggested Posts should capacity. change their thinking processes.

“There should be a balance between conventional postal services and innovative services”

Algeria Post Director General Abdelkarim Dahmani cautioned Posts against spreading themselves too thin in the pursuit of a diverse portfolio. “There should be a balance between conventional postal services and innovative services,” he said.

16 MOVING THE POSTAL SECTOR FORWARD SINCE 1875 UNION POSTALE 17 COVER STORY FORMIDABLE FORCE: CEOs LOOK TOWARD ALLIANCE BUILDING

“Our challenge is to think like a customer Djibouti Post Director General Bahnan Ali For his part, the UPU Director General and act like a start-up,” he said. Maidal suggested Posts could see success if “It is you, the captains of lauded CEOs for their participation in the they focused more on collaborating with the industry, who will come forum, adding, “It is you, the captains of the For LibanPost, this has included a shift from each other within the context of UPU. industry, who will come up with the mass- to one-on-one communication with up with the solutions solutions needed to keep our industry a key Barnes lent his support in comments from customers and keeping databases to ensure needed to keep our player in the economy.” that changing customer needs can be the floor, adding that in their properly analysed. transformation, Posts had started to disrupt industry a key player in the He urged CEOs to continue attending the the comfort zones of governments and economy” annual event, calling on them to consider CEOs agreed that Post should not only private sector players alike. He said the the potential of strengthening alliances provide the variety of digital services world’s Posts should focus on their between them. Metin Türkay, professor of engineering customers expect, but also uphold the level complementarity, not see each other as yet at Turkey’s Koç University, said that in the “Is there a possibility that we can pool of quality they demand. another competitor. Director General Levan Chikvaidze lauded 21st century value would shift from ourselves together to project a formidable UPU’s role as a force to help Posts deliver. He called on his peers to imagine the infrastructure to information. force that would be impossible to beat? Is potential to shift the "postal technology this possible and if so, how can we go about “You are the luckiest people on the planet,” Chikvaidze expressed confidence that Posts dynamic"if operators combined resources it?” he asked. by offering them access to affordable money University economics professor Uğur Emek. said Türkay. “People are paying premium could provide quicker service, build up rather than trying to tackle their issues transfers. He noted that USO had created a loss in money to collect data, but in your system a The UPU Director General assured that the logistics chains and make the international individually. connections needed to satisfy customers, Canada, for instance, causing the Post there wealth of data is available” forum’s outcomes would be taken note of but not alone. The value of being part of the to shift from door-to-door service to The UPU Director General said the idea of during the Ministerial Strategy Conference Mission vs. margins The wrap-up focused on the need to shift UPU was that it could bring operators community mailboxes. In other cases forming a postal alliance would be possible being held within the Extraordinary Participants also touched upon partnerships the postal culture, starting first with people. together. Daoud echoed this, noting that designated operators have been forced to if the political will and revolutionary thinking Congress in Ethiopia this September. during a panel discussion on “Redefining integrating with UPU’s International Postal reduce their service days, he said. required to do so were shared by all For his part, Jordan Post’s Director General USO: Sharing the burden”. “This will be an opportunity for the CEOs to 192 member countries. Khaled Lahham said though it would be System (IPS) – an international mail “In these circumstances there is a need to directly contribute to the designing of the Caught between a need to satisfy the difficult to turn around the postal sector’s management application built to provide a redefine the USO. There is a serious postal future strategy of the Post,” said Mr. demands of customers who crave traditional public service culture, it was a comprehensive view of mail movement dilemma – on one hand you are carrying the Hussein. between origin and destination – was one innovation and an obligation enforced Moving forward common struggle shared among all Posts. flag of USO and on the other hand there is Wrapping up the discussions, the final way to control quality of service. by governments to provide an often The place and dates of the 2019 World CEO extreme pressure on Posts to turn around panellists were asked to draw together some “Birds cannot fly with one single wing, so unprofitable array of public services, Forum will be released shortly. KR Partnerships could also be an option, offered and show profits,” explained key messages that participants could use to we know that employee satisfaction is as modern-day Posts are facing an identity Burundi Post CEO Benjamin Nikoyindi, who Director General Rubina Tayyab. move forward. important as customer satisfaction. If our crisis. CEOs agreed that the universal service said his operator was already working with employees are happy, so are our obligation (USO) played an important role in She said that despite this pressure, many banks and other financial institutions on customers,” said Bozgeyik. extending social, financial and economic governments are very hesitant to allow Posts financial services and with transport inclusion for citizens across the globe, on the to increase their prices to meet those of the companies on logistics. Cooperation with other hand describing the struggle they face market and they have not put in place the UPU and International Organization for to keep afloat financially. financial or legal conditions necessary to Migration (IOM) has even enabled the Post innovate. According to Tayyab, one means to develop a service that will improve living This is a pinch being felt even by the most of overcoming this dilemma is to focus on standards among the Burundian diaspora advanced Posts, highlighted Başkent public-private partnerships. Chief executives from the Posts of Haiti and Djibouti suggested Posts go even further by mirroring the activity of private companies. Haiti Post Director General Carel Camille Alexandre remarked on the possibility of using a franchising system to reduce operating costs.

“Birds cannot fly with one single wing, so we know that employee satisfaction is as important as customer satisfaction. If our employees are happy, so are our customers”

UNION POSTALE 19 INTERVIEW

The UPU World CEO Forum has grown from a seedling idea REGIONAL to one of the OUTLOOK organization’s flagship events in the course of a few years. UPU For the first time during a UPU CEO Adequate infrastructure remains a Director General Forum, a special breakout session significant barrier for digital services had leaders of two of the postal in Africa, according to Pan-African Bishar A. Hussein sector’s restricted unions give Postal Union (PAPU) Secretary shed some insights views on their regions. General Younouss Djibrine. into how the event POSTEUROP Secretary General While the restricted union’s Botond Szbeny provided an outlook members serve upwards of started, how it has for its 52 members in the European 1.5 billion people across developed and where region. Szbeny noted a decline in 30 million square kilometres of letter mail volumes of about 4 to 5 territory, they are doing so with he sees it – and the percent across Europe. only 40,000 postal outlets, he postal sector – noted. At that, 30 percent of He said the loss has put pressure on African post offices lack electricity Posts' expansive physical moving in the future. altogether, he said. infrastructure and calls into question the long-term On a positive note, Djibrine said the sustainability of the universal regions Posts were continuing to service obligation (USO) which was diversify their porfolios, with many designed at a time when letter post offering educational, healthcare or was the central business focus. agricultural services, among others. He highlighted Uganda, Kenya, He highlighted double-digit growth Zimbabwe, Malawi, Tunisia, Envisioning in e-commerce, adding that Morocco as examples where the “infrastructure that was designed government has pushed to make to carry letter mail has to be post offices hubs for delivering converted to serve the digital public services. economy”. The good news, he said, a postal future was that regional figures show that He said despite infrastructure INTERVIEW BY: Kayla Redstone the Post delivers 70 percent of challenges, African Posts would PHOTOS: Uğur Çobanoğlu e-commerce items across Europe. continue contributing to the socioeconomic development of Looking forward, he added that the their countries. KR region would have to cope with the We have now wrapped up the UPU’s third These are busy people, they can’t take three In your opening remarks, you mentioned together in 2016. In that meeting we had new European regulatory agenda, World CEO Forum. How did this idea start? weeks away from their businesses to come that you have seen this event mature. How more than 55 CEOs gather and it was quite Organizing a CEO Forum was an idea that to Berne and meet us. There was no forum do you think the CEO Forum has grown over successful. including new rules on data myself and the Deputy Director General where we could hear the views and the its three iterations? protection, customs charges on And then Russian Post’s CEO expressed started three years ago. We were trying to expectations of these great leaders who are We started with Paris, we didn’t know how international imports and the desire to host the 2017 edition and we were satisfy some hunger, some demands from running their industry. It was out of this it was going to go the first time. We had to very proud when we went to Moscow. And effects of Brexit. member countries who were wondering desire and this gap that we decided, myself find a country that could take leadership again, we had a similar number – close to 60 about the role and purpose of the UPU. We and the Deputy Director General, that we because it requires resources. We wanted CEOs – who gathered there. It was a very were not seeing governments very much should set up a high-level forum so that the to have high profile countries to take remarkable success in Moscow as well. It engaged in the UPU and didn’t see the CEOs CEOs could meet once annually and be able leadership in organizing the first, second was there that Mr. Bozgeyik, the CEO of of the Posts. to exchange views. and the third forums. I was very happy when Turkish Post, expressed the desire to host France came forward to take the first the 2018 edition here in Istanbul. proposal of the UPU. We co-hosted this

UNION POSTALE 21 INTERVIEW FEATURE

So, when I say the forum has been maturing, There is also an opportunity that is created what I mean to say is that first it started as an by having this global brand – which is a idea, then we saw it happen once, the trusted brand. There are opportunities that “By the time we head to second time and the third time, and it just it can bring to governments and the citizens the Extraordinary Congress shows you that it was something that was of these countries for the financial inclusion, in Addis Ababa, the necessary and something that was missing. I social inclusion and digital inclusion of those think we gave a space and a platform for our millions and millions of people who do not International Bureau CEOs and leaders of designated operators to have access to other services. This is the secretariat will be able to have the opportunity to be able to express treasure of what UPU is all about. unveil what we consider their views, so that we would be able to tap I can say with confidence that UPU is like no into their ideas and their leadership Agenda 2030 for the UPU” other organization that touches the lives of experiences, so that we would be able to the citizens of this globe. To that extent I enrich the general postal community. In Istanbul we had an excellent forum of the think that we want only to strengthen the CEOs of the world’s Posts. What we were Thoughts from the host interconnectivity of the postal network talking about over the course of these two globally. And UPU is the forum for that. It is days allowed them to express the challenges the intergovernmental body that has the “We were trying to satisfy they’re facing in the field, the opportunities capacity and the legal framework and some hunger, some that are abound, and how we can harness all international treaties behind it to be able to this energy and these thoughts and ideas to Turkish Post has just hosted the third edition demands from member deliver critical connectivity for those concretize them into a future strategy and a of UPU World CEO Forum. What motivated member countries. We have a very countries who were roadmap for the Union. you to take on this responsibility? important role to play in helping member wondering about role and We are deeply pleased to have hosted the countries with advice, with technical What does the future of the UPU look UPU team and World CEO Forum purpose of the UPU” services, with capacity building, exchange of like to you? participants in Turkey. We, as Turkey, have information and the repository of data and If you ask me what the future of the UPU taken a very crucial responsibility in other intellectual resources that they need to looks like, it’s quite clear in my mind: we During the forum, you spoke about the organizing this Forum. The 26th World help them develop their services. must have a mega transformation of our UPU’s 192 networks coordinating to act as Postal Congress was held in Turkey in 2016 business processes. The supply chain has to one single network. What is the UPU’s role and the resulting strategy for the next four be improved, we have to digitalize our in achieving this? years was named the “Istanbul World Postal systems, we have to listen to our customers What do we, UPU, do to support these 192 Strategy”. This laid a certain responsibility on “It’s in our treaty, it is the and we have to be able to deliver their countries? We understand that these are our shoulders. expectations. If we don’t do that, then we different countries, with different rules and vision of our founding shall not be fit for purpose and then the Being aware of these responsibilities and regulations, different networks, different fathers, that the UPU was competition will take advantage. That is believing that the third UPU World CEO capacities, different resources, different meant to become a single what we’re trying to put in place. Forum should be perfectly organized, we challenges. It’s in our treaty, it is the vision of have accomplished a very good result. our founding fathers, that the UPU was postal territory” I am very optimistic that we can build upon Thanks to the meticulous work carried out meant to become a single postal territory. the successes we have achieved with the Just two years after hosting both by our managers and colleagues who What does that mean? It means much more reform process started at the Istanbul th What is your vision of the postal future and were responsible for the organization in than what it says. Congress two years ago. By the time we the 26 Universal Postal Congress, how do we get there as a sector? Turkey, as well our colleagues from the head to the Extraordinary Congress in Addis It means that the mail, the parcel, or the The future of the Post is a topic upon which UPU’s International Bureau, I believe that we Ababa, the International Bureau secretariat Turkish Post stepped up to the plate to host postal item, whatever it is, should be able to we always reflect very deeply at the have carried out a very productive will be able to unveil what we consider go across borders without any limitations, in International Bureau of the Universal Postal yet another major UPU event: the third UPU cooperation and forum here. Agenda 2030 for the UPU, which is a the cheapest possible manner, without any Union. We look at the whole postal industry. strategic roadmap for the Union going bias and, of course, as fast as possible with We look at the trends. We look at the World CEO Forum. UNION POSTALE caught As a CEO, what opportunity do you hope forward. KR the necessary security features. That is what business itself. We look at competition. We you and your peers can seize from this has built up the trust for the UPU's brand look at the economic environment. And up with the company’s CEO and Chairman of forum? during its 143 years of existence. This is a then we form what you call a SWOT- This question is of utmost importance. The strength we are incredibly proud of. analysis: we look at our strengths, our UPU's Council of Administration, Kenan importance of the UPU CEO Forum in the weaknesses, and we look at the workings of postal sector lies in the fact that opportunities and the threats that we have Bozgeyik, to gain his perspective on the all CEOs function as the sectoral captains in to face. We also listen to our key event. their own countries. As a result of their stakeholders. function, they are the top-level decision makers. It will be an important factor in future UPU decisions if top-level decision INTERVIEW BY: Fella Rabbahi makers effectively participate in these types PHOTOS: Uğur Çobanoğlu of meetings to exchange their opinions and ideas.

22 MOVING THE POSTAL SECTOR FORWARD SINCE 1875 UNION POSTALE 23 FEATURE PERSPECTIVE

Postal operators

This event will be a pathfinder for us, not What message would you like to share with only in the meetings of the UPU’s Council of UPU member countries following the Administration and Postal Operations forum? can reduce cost Council, but in all work performed by our This is really something that needs to be Directorate General at Turkish Post. In this underlined. Change and reform has been respect, we attach great importance to the discussed in UPU for many years, especially opinions and ideas shared by our CEOs in in the last 40-50 years. Now it is time to of sending money the annual forum. I believe that these realize these discussion points. Therefore, outcomes will guide our sector in the future. the decisions taken in Istanbul play a very crucial and historical role and the Istanbul There are times and platforms when and World Postal Strategy is the most important where the leaders of our sector come key for change and transformation. together and they not only exchange their Money received from loved ones working abroad can ideas and opinions about future business It would be a proper injustice if I do not opportunities, but also form good relations. underline this fact: all the managers in UPU, transform a family’s living standards. From Albania to At the CEO Forum, our CEOs seize the especially our Director General and Deputy opportunity to create cross-border Director General, as well as all the heads of Australia and from Bahrain to Bangladesh, the essential friendships and establish new cooperation. the units in the International Bureau, provided invaluable contributions and bridges built between countries due to remittances During these two days, we discussed very efforts to realize this reform. We also extend important topics and also negotiated future our support and interest not only during the support migrant families and keep children in opportunities for cooperation at bilateral meetings of the Council of Administration meetings, whenever possible. We, as Turkish but also at every meeting, at any level. I desperately-needed education. Post, achieved highly significant outcomes believe that this change will be marked from these discussions and negotiations. down in the UPU’s history. FR Most importantly, we formed new cooperation. We signed memorandums of understanding with a series of countries that TEXT BY: Bishar A. Hussein This interview has been edited for length we deem as important to us. I hope and pray and clarity. that we will cooperate on many points, especially e-commerce.

24 UNION POSTALE 25 PERSPECTIVE DIGEST

Money received from loved ones working abroad Digitalisation is also sweeping relentlessly across can transform a family’s living standards. From Africa, perhaps at a greater speed than many Albania to Australia and from Bahrain to other parts of the world. These trends are forcing Bangladesh, the essential bridges built between rapid changes in the remittance market and Korea countries due to remittances support migrant revolutionising payment systems. The Australia KOREA POST opened a big data center AUSTRALIA POST is shifting to families and keep children in desperately-needed opportunities for postal operators to develop designed to manage a database of 3.8 innovative three-wheeled electric education. sustainable finance networks that support India billion mail deliveries per year. The migrant families and further financial services are delivery vehicles (EDVs) across the For parts of Africa, however, life-enhancing DEUTSCHE POST DHL Group launched postal operator is also in the process of immense. country as part of its efforts to cut remittances come at a high price. Sub-Saharan DHL SmarTrucking, an innovative road adopting artificial intelligence and transport emissions. New Swiss-made Africa is the world’s most expensive region to transportation solution for India. The drones to develop a new delivery scooters can carry a total of 195 kg, i.e. send money home. Africans last year paid, as a company aims to create an Internet of system that would help reach the Poorest sections three times more mail than regular fee, an average of almost 10 cents from every Things (IoT)- fleet of10 ,000 enabled remotest areas in the country. The The findings in the African Postal Financial postal motorbikes. Unlike bicycles, dollar sent back, and these excessive costs strike vehicles in India by 2028, including Post stated that such efforts were Services Initiative, a success story on remittances EDVs can be left unattended as their hardest at the poorest, especially in rural areas. hiring more than 20,000 drivers. The necessary to “proactively at the post in Africa, support these findings and storage compartments lock new solution will help reduce transit shifts with the arrival of the fourth highlight the urgency of the situation. The report automatically when the vehicle is times by up to 50 percent compared to industrial revolution.” was authored by the International Fund for Delivering services switched off. average vehicles and ensures over Agricultural Development and its partners, More than 200 million people in Africa rely on 95 percent reliability due to its end- including the Universal Postal Union. It makes the payments from abroad and some 80 million live in to-end real-time visibility and Malaysia point that we cannot afford to ignore the impact rural areas. The lack of roads and bridges, and Estonia temperature-controlled capabilities. It has introduced its of high costs on the poorest sections of society. OMNIVA and the telecommunications other essential infrastructure, can make badly can also help Indian companies reach latest digital project, the 3D Hologram company Levira installed three smart needed access to financial services challenging. Reductions in remittance costs are on everyone’s customers and markets in a faster and Raya Greeting Card. The postal mailboxes in Harju county. The There are also significant hidden costs, including list of global priorities. The 2030 Agenda for more securely. operator wanted to create an letterboxes are installed with Internet transport fees, potential dangers along the route Sustainable Development under Goal 10, on innovation that would combine digital of Things (IoT) technology, which gives and monopolies on the services provided. reducing inequality, calls for steep reductions to media with traditional postcards. The real-time information on the post less than three per cent of the transaction costs of Ireland card comes in two designs and All of these problems drive up costs, and make boxes’ use, reporting when they migrant remittances and the elimination of AN POST has delivered one million includes videos. Customers can watch the receipt of remittances prohibitive in the should be emptied. The technology remittance corridors with costs higher than five parcels through its AddressPal service, the 3D hologram videos using a region. The question for governments, helps reduce costs and save time. per cent. which enables Irish shoppers to buy relevant mobile application with a international organisations and consumer groups The Post is planning to expand the IoT online from American and British hologram plastic projector attached to has been how to reduce these costs by finding usage throughout its logistics companies that do not deliver to their smartphones. alternative providers capable of delivering Farsighted strategy operations to manage its processes Ireland. Approximately 200,000 Irish services that are cost-effective and reliable. Posts are well-positioned to help achieve this better. customers signed up on AddressPal.ie. New Zealand An efficient solution may come in the form of goal: They have the networks, the logistics, and Over 70 per cent of such parcels NEW ZEALAND POST is training its staff something that has been a staple of African the strong ties to government. If these originate in the UK but volumes from France to use new Paxster delivery vehicles. community life for over a hundred years; the connections are bound to a farsighted strategy the USA have continued to grow. In LA POSTE is testing a robot cart called The bright red and yellow vehicles will humble, but resilient local post office. The historic and a commitment to offering inclusive financial June, AddressPal received the Retail “Assistant Livraison Facteur” (ALF) replace mopeds and bicycles and can footprint of the post office, and the inherent trust services, they can succeed in this challenge. The Customer Access Award at the World that will help mail carriers deliver contain up to 200 kg of mail, while placed in these community services, serve to time for action, however, is now. Posts need to Post & Parcel Awards ceremony in letters and packages in Nantes. This their batteries last for distances of up reinforce their suitability. reach out and seize this generational opportunity. London. smart assistant follows a postal to 90 km. Paxters are an investment in worker at a 50 cm distance using the postal operator’s future as it is Rapid changes Originally published by “Daily Nation”, technology that detects their legs. Kazakhstan strives to adapt to growing volumes In some Sub-Saharan countries, post offices are www.nation.co.ke. Compared to a classic trolley that JSC is training citizens in of parcels. less than 10 minutes’ walk away for 42 per cent of contains up to 45 kg of mail, ALF can digital literacy as part of implementing carry maximum 150 kg, improving the the national “Digital Kazakhstan” their customers; their proximity shows that postal Pakistan operators are well-placed to deliver financial working conditions of postal workers. Program. The training courses will be PAKISTAN POST has launched a number services to their customers. The facts speak for held in all regions of Kazakhstan from of online services to meet modern themselves: In Benin and Madagascar, for June to August 2018. They are free of customers’ needs in line with its instance, 67 per cent of remittance recipients charge and cover four main areas: current digitization initiative. walk to the Post Office for their money, and in basic digital skills, e-government and Customers will now have online Senegal and Ghana it is 62 per cent and 57 per public e-services, open government access to all financial services that the cent respectively. and e-commerce. postal operator is providing with the help of its new Centralized Software Solution (CSS), e.g. pension payments and postal account savings.

Photo (p. 25 and 26): 123rf.com

26 MOVING THE POSTAL SECTOR FORWARD SINCE 1875 DIGEST

Thailand launched a new service enabling local online retailers to deliver their products abroad with 20 percent lower rates compared to its global competitors. The postal United States operator connected its portal to eBay AMAZON has developed a new for more than 10,000 Thai merchants. delivery solution called “Hub by

Singapore According to the Post, connecting its Amazon”, which will see parcel lockers will run 39 service with eBay “will help Thai built in apartment buildings. More than innovative locker sites in Punggol retailers profit from cross-border 500,000 residents across the country located within 250 m from apartment e-commerce at lower costs”. are already using this innovation to blocks and at Mass Rapid Transit receive deliveries from anywhere, not The postal operator also launched the (MRT) stations. Residents will be able just Amazon. The Hub makes ePacket service to enhance to pick up their packages from the deliveries simpler, providing residents competitiveness for Thai online new lockers day and night by entering with secure access to packages, day merchants. EPacket targets companies the required information on their and night. For couriers, it offers a sending parcels up to 2 kg to 16 digital screens. The postal operator single, convenient place to deliver countries, including Japan, China, will promote this innovation and packages. provide customers with instructions to Singapore, South Korea and the US. teach them how to use the lockers. Zimbabwe Ukraine ZIMPOST launched two new digital JSC UKRPOSHTA opened a unique Sweden services to bring convenience to its express delivery channel with JD.com, POSTNORD STRÅLFORS has launched a customers. The Virtual Post Office is one of the world’s largest retailers. portal for modern 3D printing an interactive web-portal where The channel will allow the delivery of solutions. The company entered into a customers can take an online tour of a goods from China within 14 days, cooperation with 3YOURMIND, a post office, ask any questions and use while average deliveries with JD can German 3D printing software all services that physical post offices take up to 45 days. Ukrposhta also company, at the beginning of this year. provide. A second service, known as extended its free educational project According to PostNord, the company the Zimpost Mall, is an online shopping “E-Export School”, which helps strives to be a digitization partner for platform where customers can hundreds of Ukrainian entrepreneurs its customers and to benefit from the purchase goods and compare prices learn about e-commerce and enter opportunities created by digital from different local and international foreign online markets. development. retailers.

All items by Olena Muravyova. Switzerland United Arab Emirates SWISS POST has extended deliveries of GROUP (EPG) received urgent medical samples by drones the Best Performance Project Award from Lugano to Berne and is aiming to from Saba Software Talent implement this project in Zurich Management Solutions. In line with shortly. The postal operator and the the United Arab Emirates’ drone manufacturer, Matternet, strive e-government strategy, the Post to assess the link between University replaced their paper-based Hospital Insel and the Tiefenau performance system with the hospital. There have been more than appraisal software “Talent Platform” 1,000 successful flights with the that allows them to manage and programme so far. The drones ship lab evaluate their employees’ samples efficiently and quickly and performance more effectively. The saving crucial time for doctors and platform, available in Arabic and patients compared to courier English, improves communication deliveries. between managers and staff and links individual performance indicators with the designated operator’s strategic goals, making personal objectives clear. Impulsando el sector postal desde 1875 DICIEMBRE DE 2012 N.° 4 Moving the postal sector forward since 1875 MARCH 2013 No 1 Moving the postal sector forward since 1875 JUNE 2013 No 2 SEPTEMBER 2013 / N°3 DÉCEMBRE 2013 / N°4 MARCH 2014 / N°1 Entrevistas con EMS gets cooler Making marketing Push out the Messages électroniques la nueva dirección part of the plan Thai quality of service Taking money digital envelope pour le développement gets UPU boost Encomiendas: transfers to new Winning back UPU*Clearing Statistiques 2012 la revolución IBIS heights customer trust Barriers break is 10 years old encourageantes down in Bali

Unión Postal Universal, ISSN 0041-7009 ISSN ISSN ISSN ISSN ISSN 0041-7009 ISSN

organismo especializado ISSN de las Naciones Unidas

How to lock in profits Sur la piste des données postales Driving the Preparados ESTRATEGIA POSTAL DE DOHA de masse universal service POSTER EN EL INTERIOR para Building the future el futuro Border crossings

JUIN 2014 / N°2 SEPT. – OCT. 2014 / N°3 DECEMBER 2014 / N°4 MARCH 2015 / N°1 Moving the postal sector forward since 1875 MARCH 2013 No 1 SEPTEMBER – OCTOBER 2015 / N°3 EMS gets cooler Régulation postale Money matters in New e-commerce Mind-power en Afrique Eastern Europe framework of mail Taking money Regions shape strategy transfers to new Drones take off Concurrence How to facilitate trade Why people matter Innovation paves heights bénéfique by UNECE the way ISSN ISSN 0041-7009 ISSN ISSN 0041-7009 ISSN ISSN 0041-7009 ISSN ISSN 0041-7009 ISSN

PosTransfer Getting into the delivers pep to quality zone postal remittances

RAQUEL Posts & Customs Improving lives séduit les clients Behind the scenes hand in hand Border crossings UNIVERSAL POSTAL UNION’S WORLD POSTAL BUSINESS FORUM

UP0315_EN.indd 1 15.01.16 10:20

DECEMBER 2017 / N°3 AUGUST 2017 / N°2 JUNE 2017 / N°1 JUNE – DECEMBER MARCH – JUNE DECEMBER 2015 2016 / N°2 2016 / N°1 JANUARY 2016 / N°4 New partnership Update on Postal statistics update with Visa dangerous goods Postal Big data Postal revenues increase UPU shares Olympian logistics new approach to Cycling for Double World Post Day World Post Day 2017 development sustainability Eleven heaven round-up cooperation ISSN 0041-7009 ISSN ISSN 0041-7009 ISSN ISSN 0041-7009 ISSN ISSN 0041-7009 ISSN ISSN 0041-7009 ISSN ISSN 0041-7009 ISSN 9 – 11 OCTOBER 2018, HAMBURG, GERMANY E-commerce to benefit from rail-post relations Working together to keep mail safe

CEOs talk strategy Postal development Cutting the red Terminal dues on the move tape on exports milestone reached

UPU-3414_UPU0217_EN_Final.indd 1 08.09.17 10:30 Join the ranks of thousands of satisfied Come and readers now. Sign up for four issues a join us at the year of our flagship magazine in one of World Postal seven languages. Business Forum, Private subscribers anywhere in the SUBSCRIBE NOW co-organised with world can subscribe for CHF 50 a year. Post-Expo. Special discount rates apply to UPU NAME member countries. This year, the UPU is Fax us your order now on POSITION offering an exciting +41 31 350 37 11 or email us at programme that is both [email protected] with the following ORGANIZATION/OPERATOR more interactive and devoted details  FULL POSTAL ADDRESS to giving something back to the participants. Visit the Post-Expo website for full programme details:

Moving the postal sector forward since 1875 www.postexpo.com July 2018 | Nº4/17 E-MAIL ADDRESS Stay abreast of our latest technologies by visiting the UPU stand on the upper TELEPHONE floor, where our postal experts eagerly FAX await your questions and can update you Why not participate in our on matters of postal supply chain selfie stamp photo contest?

Speakers' Formidable 10 Corner LANGUAGE VERSION DESIRED management, inclusive e-commerce and Simply take a photo of yourself at the stand and cloud solutions. register your entry with your email address. By force: CEOs look Cover 14 story entering this contest, you could win a travel voucher ENGLISH ARABIC GERMAN SPANISH toward alliance worth 1,000 Swiss Francs. Results of the winner will Envisioning 21 a postal be announced via email, after the event. building future FRENCH CHINESE RUSSIAN Travel voucher must be reserved through Carlson Wagonlit, von Werdt-Passage 5 | 3001 Bern (Switzerland) office.