study postal e-services en

A global perspective

Measuring postal e-services development

AcknowledgmentsThis publication is the result of the collective effort of the UPUs Electronic Services Group, led by Saudi Arabia and Tunisia, and supported by the UPU International Bureaus Markets Development Directorate.

We owe special thanks to the officials of the 94 national postal operators who took the time to respond to the questionnaire.

Authors Dr Farah Abdallah and Dr Yuliya Shakurova

Supervision Paul Donohoe

Several UPU colleagues also helped to make this study possible: Jose Anson, Nils Clotteau, Ken McKeown, Fredrick Omamo, Rmy Pedretti, Marie-Odile Pilley and Holly Thvoz.

Graphic design Beat Felber (artbeat graphic design), Berne, Switzerland

Editing / design coordination Communication Programme

First editionJanuary 2012

Contact Electronic Postal Services ProgrammeInternational BureauWeltpoststrasse 43000 Berne 15Switzerland

T +41 31 350 3111F +41 31 350 3110E-mail: [email protected]

ISBN: 978-92-95025-20-2

1

Introduction 3

Study objectives and methodology 4

Study objectives 4

Definitions 4

Methodology 4

Executive summary 5

1. Global development of postal e-services 6

Defining the 55 postal e-services 6

E-post services 7

E-finance services 9

E-commerce services 10

E-government services 11

Country-level perspective 12

Development over the years 20

Regional analysis 21

Service level analysis 23

2. Index of postal e-services (PES) development 31

Developing the PES index 31

Measuring and ranking postal e-services development in UPU member countries 31

3. Drivers and impact of postal e-services development 36

Factors influencing the development of postal e-services 36

Gross national income per capita 38

ICT regulation 40

Innovation capability 42

Trade barriers 44

Development of telecommunication infrastructure 46

Human capital index 48

E-government index 50

Revenue of the postal operator 52

Discussion 56

References 60

Table of contents

2

Introduction

The development of the digital economy has stimulated the

need for Posts to innovate and to develop postal electronic

services. However, the pace, scope and degree of success of

innovation differs among countries, regions and markets. One

of the reasons for this variation is the lack of accurate and

comprehensive information on the type of postal electronic

services provided by Posts, their added value and their impact

on the future business of the Posts. 1 Decision-makers and

strategy experts within the sector need this understanding to

determine the appropriate strategy and portfolio of e-services

that should be developed by Posts.

This study aims to answer this need by showing the current

trends in the development of electronic services in the postal

sector worldwide. For this purpose, the study defines, classifies

and measures, for the first time, the different e-services offered

by Posts. In addition, the study aims to support decision-makers

and managers with a novel analysis at the global industry level

reflecting possible international postal e-services of strategic

importance for the industry, and discussing factors facilitating

the development of a worldwide digital postal network.

1 A UPU-ITU book presents some case studies of successful postal e-services: www.upu.int/en/activities/electronic-services/electronic-services-publications.html

3

Study objectives and methodology

The 24th UPU Congress approved resolution C 33 /2008 to study

the deployment and use of electronic services in all UPU mem-

ber countries, monitor their progress and provide benchmarking

and best practice information.

Consequently, the UPU Electronic Services Group (ESG)

undertook a study among Posts to analyze the state of develop-

ment of postal electronic services worldwide.

Study objectives

Evaluate the development and strategic importance of postal e-services at a global level

Benchmark the development of postal e-services in UPU member countries

Identify and discuss the impact of possible key factors affecting the development of postal e-services

Definitions

Definition of postal e-services: In this study, we refer to postal electronic services (e-services) as services delivered by

Posts to their end customers through information and com-

munications technology (ICT) channels. The Internet is the main

e-service delivery channel, while other telecommunications

channels (e.g. mobile phones, call centres or televisions) are also

considered. The use of ICTs for the sole objective of automating

the internal postal process, such as the use of sorting machines,

is not part of the scope of this study.

Definition of Posts: In this study, Posts are the designated operators of UPU member countries. The postal e-services

provided in a country are considered to be the ones provided

by its designated operator.

Methodology

Designing the survey: Initially, 22 ESG members identified 55 postal e-services to be included in the survey. The e-services

were divided into four categories: e-post, e-commerce,

e-finance and e-government. A Post can integrate some of

these services and provide them as one service. 1 To assess the

availability and value of these e-services at the country level, a

survey was developed. Responding Posts were asked to indicate

whether they provided each of these services, the services

name, the year of its introduction on the market, and each

services perceived level of strategic importance on a scale from

one to five, with five being the most important. While the study

measures the number of e-services offered by Posts and reflects

their importance from the postal organizations perspective, it

does not assess the success of these services in terms of market

adoption or customer satisfaction. The survey also asked more

general questions related to Posts strategy for the development

of new e-services.

Study participants: The survey was sent by letter to the Posts in 191 UPU member countries. Restricted unions and

UPU regional project coordinators were informed of the survey.

Participants were asked to return their responses to the UPU

International Bureau by post, e-mail or fax. Ninety-four Posts

responded to the questionnaire. 2 The response rate to the

survey was therefore 49 %.

Regional groups of countries: Participating countries to the survey were grouped into regions, based on the UPUs geo-

graphical and economic development regions: industrialized;

Europe and Community of Independent States (CIS); Asia and

Pacific; Arab countries; Africa; and Latin America and Carib-

bean (LAC). Among the 94 survey participants were 21 African

countries, 12 countries from the Arab region, 16 countries

from Asia/Pacific, 16 countries from the Europe and CIS region,

13 Latin America and Caribbean countries, and 16 industrialized

countries.

1 For instance, two e-services have been identified: the postal electronic mailbox and the hybrid mail service. Some postal operators now provide their customers with an electronic mailbox service to receive and store their postal e-mail and have integrated a hybrid mail service into this service, so that their customers receive a digital version, in their postal electronic mailbox, of letters they would normally receive in their physical mailbox.

2 Denmark and Sweden Posts sent a single response as they have merged to form Posten Norden. In the case of the Peoples Republic of China, the response from Macao was used. It is referred to as China (Macao).

4

Executive summary

This study presents an analysis of the deployment of postal

e-services in UPU member countries. The aim is to understand

the state of development of postal e-services and explore their

drivers and impacts on the postal business.

The studys major findings are as follows:

Postal e-services are growing globally, but there is a divide between industrialized and developing countriesThe study evaluates the worldwide development of 55

postal e-services. It identifies which services are provided

in each country, facilitating an exchange of knowledge

among Posts and the identification of industry best

practices. The study also shows that the number of

new postal e-services introduced globally is increasing

exponentially. The regional analysis of the development

of these services shows that the industrialized countries

provide, on average, twice as many e-services as develop-

ing countries. Special support is thus required from the

UPU to developing countries to enable the implementa-

tion of the UPU strategy, based on the development of

a worldwide network with three dimensions: physical,

financial and digital. Finally, the study identifies the

services that are the most developed and strategically

important for postal business. Supporting the intercon-

nection between member countries for these services

should be a priority for the UPU.

The postal e-services index (PES) shows that not all developing countries are trailing behindThe study develops a benchmark index for the devel-

opment of e-services in UPU member countries. The

countries ranking according to this PES index shows

that some postal operators from developing countries

are global leaders in providing postal e-services and,

hence, their cases can serve as models for others.

The study also explains how the index can serve as

a reference for implementing certain programmes

of the UPUs Doha Postal Strategy (2013-2016).

Innovation capability influences the development of postal e-services more than wealth does. The e-services strategy, management and profits are still not alignedThe study shows that a countrys innovation capability as

well as the development of regulation and infrastructure

related to ICTs are factors supporting the development

of postal e-services. However, a countrys or a Posts

wealth, as well as the development of e-government

nationally, do not determine the level of development

of postal e-services. The study also indicates that

70 per cent of postal operators are strategically striving

for the development of postal e-services. The transition,

however, is far from being accomplished, and the impact

of postal e-services on a Posts revenue is still modest.

5

1. Global development of postal e-services

ICTs have drastically changed social and business communica-

tion and have engendered a strong decline in the traditional

letter-mail business. In response, postal operators are diversify-

ing and providing new e-services to their customers.

This section introduces a descriptive, comparative

analysis of the current state of development of postal e-services

among countries and regions. First, definitions of the 55 postal

e-services indicators used in the study are provided. The dif-

ferent services provided in each country are then presented.

Finally, a regional analysis of the development of e-services and

their respective importance is shown.

Defining the 55 postal e-services

To measure the development of postal e-services in UPU mem-

ber countries, these services first have to be defined. Postal

members of the Electronic Services Group (ESG) listed all of

the e-services that they provide. An aggregated list of these

e-services was then prepared, identifying and defining 55 of

them in total. Afterwards, the e-services were classified into

four groups: e-post, e-finance, e-commerce and e-government

services. This was not a straightforward exercise as defining

and categorizing postal e-services is new and some of these

are integrated. For instance, e-commerce services also require

e-finance payment services. Broad consultation with industry

experts and Posts resulted in the proposed definitions and

classification presented in the following tables.

6

E-post servicesTraditionally, postal services have been used to facilitate com-

munication between citizens and businesses via physical means,

such as letters. E-post services are communication services

delivered to customers via ICT means.

Table 1.1: List and definition of e-post services

Code Service Service description

101 Public Internet access point in post offices

Customers can access Internet services in post offices.

102 Web information on services and tariffs

Customers can access information about the different services and products, as well as the corresponding tariffs, on the Posts website.

103 Postal electronic mailbox

Enables the sending of electronic messages by an authenticated mailer and the delivery and storage of electronic messages and information for the authenticated addressee. Defined in article 14 of the UPU Convention and article RL 256ter of the Letter Post Regulations.

104 Online direct mail Delivery of advertising and/or other promotional communications by the Post via electronic means.

105 Postal registered electronic mail

A secure postal e-service that provides proof of sending and proof of delivery of an electronic message and a secure communication channel to the authenticated users. Defined in article 14 of the UPU Convention and article RL 256bis of the Letter Post Regulations. A draft UPU functional specification standard (S52) exists.

106 Electronic stamp Postage that has been electronically paid for and downloaded, for instance through the Posts website or a smartphone application. The postage is then printed physically or stored electronically. It constitutes proof of the prepayment of the value of a postal service. Usually, electronic stamps take the form of a barcode or an RFID tag.

107 Customized electronic stamps

Electronic stamps designed according to the customers needs and preferences. For instance, the sender may incorporate a personal image in the stamp.

108 Electronic postal certification mark

Provides evidentiary proof of an electronic event, in a given form, at a given time, and involving one or more parties. Defined in article 14 of the UPU Convention and article RL 256 of the Letter Post Regulations. A draft UPU functional specification standard (S43) supports this service.

109 Electronic signature Provides the possibility of digitally signing documents.

110 E-telegram Provides the ability to compose a telegram electronically, such as by e-mail or SMS, with the telegram being delivered to the recipient physically.1

111 E-cards Provides the ability to buy a postcard online, which is then delivered to recipients by physical or electronic means.

112 Online burofax Permits the transmission of texts and illustrations true to the original by fax, as defined in article RL 254 of the Letter Post Regulations.

113 Hybrid mail (electronic to physical)

Enables customers to send an original message, which is then processed electronically and converted into a letter-post item for physical delivery to the addressee. Defined in article RL 253 of the Letter Post Regulations.

1 www.etelegram.net.mm or www.webtelegram.poste.tn



114 Hybrid mail (physical to electronic)

Enables customers to send an original physical message, which is converted into an electronic form for delivery to the addressee. Defined in article RL 253 of the Letter Post Regulations.

115 Postcode lookup Enables customers to find a postcode online by entering information such as an address, a company name or a city.1

116 Postal address validation

Enables customers to verify an address by entering it online to check against a database of valid street addresses and/or determine an area of uncertainty.

117 Post office location lookup

Enables customers to search for the address of a post office online by entering information such as the street, the city or the postcode. Customers can also obtain additional information about the different products and services provided at the post office as well as its business hours.

118 Address change online Enables customers to change their mailing address electronically, including through an Internet portal.

119 Holding of mail delivery online

Enables customers to request, by e-mail, online application or phone, the suspension of mail deliveries to their address and the holding of their mail for a period of time.

120 Track and trace Enables customers to electronically track and trace a postal item.

121 Electronic notification to Post of letter needing to be collected

Customers are able to notify the postal operator electronically (e.g. by SMS text message or e-mail) about a letter item to be collected from a specific physical address.

122 Electronic notification to addressee that letter is to be delivered

The Post notifies an addressee electronically (e.g. by SMS or e-mail) about a letter item to be delivered to a specific address.

123 Electronic notification to sender that letter has been delivered

The Post notifies a sender electronically (e.g. by SMS or e-mail) that a letter item has been delivered to a specific address.

124 Electronic notification to Post that parcel needs to be collected

Customers notify the Post electronically (e.g. by SMS or e-mail) of a parcel item whose collection from a specific physical address is requested.

125 Electronic notification to addressee that parcel is to be delivered

The Post notifies an addressee electronically (e.g. by SMS or e-mail) of a parcel item to be delivered to a specific address.

126 Electronic notification to sender that parcel has been delivered

The Post notifies the sender electronically (e.g. by SMS or e-mail) that a parcel item has been delivered to a specific address.

127 Check mailbox contents online

Enables customers to check the content of their physical mailbox by receiving an electronic version of their letters or by receiving electronic notification from the Post of new parcels.

128 Web-based customer service and contact

Allow customers to contact the Post electronically for a service or information, via a website, e-mail or telephone.

129 Applications on mobile devices

Services provided by Posts through smartphone applications.

1 www2.royalmail.com/postcode-finder

8 1. Global development of postal e-services

E-finance services E-finance services are financial services provided by postal

operators to end customers using ICTs. The UPU has developed

regulations for postal payment services provided among Posts.1Table 1.2:

List and definition of e-finance services


201 Electronic invoicing

A service whereby customers receive an electronic invoice for the services and products provided by the Post.

202 Electronic account management

Enables customers to electronically manage their financial postal account and carry out related account operations.

203 Electronic remittance

A service allowing cash-to-cash money transfers by using electronic money orders that have replaced ones that are paper-based.

204 Online bill payments

A service allowing bill payments via the Posts website, entailing development of a specialized online payment system.

205 Bills management

Provides the customer with a specialized electronic account for the online payment and management of bills.

206 E-payment of water bills

The payment of water supply bills via an online system.

207 E-payment of electricity bills

The payment of electricity services via an online system.

208 E-payment of phone bills

The payment of phone services via an online system.

209 Electronic money transfer

A service allowing account-to-account fund transfers from the sender to the payee through the Posts.

1 For more information on e-finance services, please visit www.upu.int


E-commerce servicesE-commerce services consist of buying and selling products

and services using ICTs. It involves processing and delivering

purchased items physically or electronically.1

Table 1.3: List and description of e-commerce services


301 Online shop for philatelic products

Customers can purchase philatelic products online and have them delivered to a

physical address.

302 Online shop for postal goods

Customers can purchase postal goods online and have them delivered to a physical

address.

303 Online shop for non-postal goods

Customers can purchase non-postal goods online and have them delivered to a

physical address.

304 Subscription for periodicals

Customers can subscribe to periodicals online and have them delivered to a physical

address.

305 E-commerce web-based customer service and contact

A service providing the customer with an electronic online account and a unique con-

tact identifier to manage and trace operations related to an e-commerce transaction.

306 SSL web certificates The Post issues SSL certificates for securing websites.

1 For instance, a customer purchasing a music album could either get the CD delivered physically, or get the music files delivered and downloaded electronically.


E-government servicesE-government services are driven by government and pro-

vided through ICT means, using Posts as a trusted third party.

Table 1.4: List and description of e-government services


401 Digital identity The Post issues a digital identity legally identifying its customers. The digital identity can be secured with a simple electronic authentication using a password or with more

secure authentication technologies using cryptography and public key infrastructure.

402 Driving licence renewal Customers can renew their driving licences electronically.

403 Online shopping for tickets to cultural and/or sports events

A service on the postal website allowing customers to buy and print tickets for

cultural and/or sports events.

404 Electronic university registration

Students can register at the university using postal electronic registration systems.

405 Electronic payment of retirement pensions

Customers are paid their retirement pensions using postal electronic payment systems.

406 Online passport application

Customers can apply for a passport through the postal website.

407 Management of patients electronic medical files

Customers can manage their medical files using specialized postal electronic systems.

408 Electronic medical certificates

Customers can issue an electronic medical certificate using postal specialized

electronic systems.

409 Electronic collection of public medical fees

Customers can pay their public medical fees using postal electronic payment systems.

410 Electronic export documents

Customers can electronically provide the necessary information to the requiring

authority before sending an item abroad.

411 Electronic customs documents

Customers can electronically provide the necessary information to the requiring

authority before importing or exporting an item.


Australia

Austria

Canada

Denmark & Sweden

France

Germany

Gibraltar

Greece

Italy

Israel

Portugal

Spain

Switzerland

United Kingdom (UK)

United States of America (USA)

Industrializedcountries

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code

E-post E-finance E-commerce E-government

Publi

c Inte

rnet a

ccess

point

in po

st offi

ces

Web i

nform

ation

on se

rvices

and t

ariffs

Posta

l elec

tronic

mail

box

Onlin

e dire

ct ma

il

Posta

l regis

tered

elect

ronic

mail

Electr

onic

stamp

Custo

mized

elect

ronic

stamp

s

Electr

onic

posta

l cert

ificati

on m

ark

Electr

onic

signa

ture

E-tele

gram

E-card

s

Onlin

e buro

fax

Hybri

d mail

(elec

tronic

to ph

ysica

l)

Hybri

d mail

(phy

sical

to ele

ctron

ic)

Postc

ode l

ooku

p

Posta

l add

ress v

alida

tion

Post

office

locati

on lo

okup

Addre

ss ch

ange

onlin

e

Holdi

ng of

mail

deliv

ery on

line

Track

and t

race

Electr

onic

notifi

catio

n to P

ost o

f lette

r

need

ing to

be co

llecte

d

Electr

onic

notifi

catio

n to a

ddres

see th

at let

ter is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t lette

r has

been

deliv

ered

Electr

onic

notifi

catio

n to P

ost t

hat p

arcel

need

s to b

e coll

ected

Electr

onic

notifi

catio

n to a

ddres

see th

at pa

rcel is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t parc

el ha

s bee

n deli

vered

Check

mail

box c

onten

ts on

line

Web-b

ased c

ustom

er ser

vice a

nd co

ntact

Appli

catio

ns on

mob

ile de

vices

Electr

onic

invoic

ing

Electr

onic

acco

unt m

anag

emen

t

Electr

onic

remitta

nce

Onlin

e bill

paym

ents

Bills

mana

geme

nt

E-pay

ment

of wa

ter bi

lls

E-pay

ment

of ele

ctricit

y bills

E-pay

ment

of ph

one b

ills

Electr

onic

mone

y tran

sfer

Onlin

e sho

p for

phila

telic

produ

cts

Onlin

e sho

p for

posta

l goo

ds

Onlin

e sho

p for

non-p

ostal

good

s

Subs

cripti

on fo

r peri

odica

ls

E-com

merce

web

-based

custo

mer s

ervice

and c

ontac

t

SSL w

eb ce

rtifica

tes

Digita

l iden

tity

Drivi

ng lic

ence

renew

al

Onlin

e sho

pping

for t

ickets

to cu

ltural

and/o

r spo

rts ev

ents

Electr

onic

unive

rsity

regist

ration

Electr

onic

paym

ents

of ret

ireme

nt pe

nsion

s

Onlin

e pass

port

appli

catio

n

Mana

geme

nt of

patie

nts e

lectro

nic m

edica

l files

Electr

onic

medic

al cer

tifica

te

Electr

onic

colle

ction

of pu

blic m

edica

l fees

Electr

onic

expo

rt do

cume

nts

Electr

onic

custo

ms do

cume

nts

Country-level perspective

This section presents an overview of the development of postal

e-services in the UPU country members. The matrix seen in Table

1.5 shows the postal e-services provided in the 94 respondent

countries. For each country, the table indicates which of the

surveyed services it offers.

Table 1.5 shows that in the Arab region, Qatar and Tunisia

are very active across most service categories. In Africa, most

activity is in e-post and e-finance, with South Africa leading

the way, followed by Kenya and Gambia. In Asia, where e-post,

e-finance and e-commerce services are well represented, the

Table 1.5: Develpment of postal e-services in the 94 respondent countries


Australia

Austria

Canada

Denmark & Sweden

France

Germany

Gibraltar

Greece

Italy

Israel

Portugal

Spain

Switzerland

United Kingdom (UK)

United States of America (USA)

Industrializedcountries

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code


Publi

c Inte

rnet a

ccess

point

in po

st offi

ces

Web i

nform

ation

on se

rvices

and t

ariffs

Posta

l elec

tronic

mail

box

Onlin

e dire

ct ma

il

Posta

l regis

tered

elect

ronic

mail

Electr

onic

stamp

Custo

mized

elect

ronic

stamp

s

Electr

onic

posta

l cert

ificati

on m

ark

Electr

onic

signa

ture

E-tele

gram

E-card

s

Onlin

e buro

fax

Hybri

d mail

(elec

tronic

to ph

ysica

l)

Hybri

d mail

(phy

sical

to ele

ctron

ic)

Postc

ode l

ooku

p

Posta

l add

ress v

alida

tion

Post

office

locati

on lo

okup

Addre

ss ch

ange

onlin

e

Holdi

ng of

mail

deliv

ery on

line

Track

and t

race

Electr

onic

notifi

catio

n to P

ost o

f lette

r

need

ing to

be co

llecte

d

Electr

onic

notifi

catio

n to a

ddres

see th

at let

ter is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t lette

r has

been

deliv

ered

Electr

onic

notifi

catio

n to P

ost t

hat p

arcel

need

s to b

e coll

ected

Electr

onic

notifi

catio

n to a

ddres

see th

at pa

rcel is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t parc

el ha

s bee

n deli

vered

Check

mail

box c

onten

ts on

line

Web-b

ased c

ustom

er ser

vice a

nd co

ntact

Appli

catio

ns on

mob

ile de

vices

Electr

onic

invoic

ing

Electr

onic

acco

unt m

anag

emen

t

Electr

onic

remitta

nce

Onlin

e bill

paym

ents

Bills

mana

geme

nt

E-pay

ment

of wa

ter bi

lls

E-pay

ment

of ele

ctricit

y bills

E-pay

ment

of ph

one b

ills

Electr

onic

mone

y tran

sfer

Onlin

e sho

p for

phila

telic

produ

cts

Onlin

e sho

p for

posta

l goo

ds

Onlin

e sho

p for

non-p

ostal

good

s

Subs

cripti

on fo

r peri

odica

ls

E-com

merce

web

-based

custo

mer s

ervice

and c

ontac

t

SSL w

eb ce

rtifica

tes

Digita

l iden

tity

Drivi

ng lic

ence

renew

al

Onlin

e sho

pping

for t

ickets

to cu

ltural

and/o

r spo

rts ev

ents

Electr

onic

unive

rsity

regist

ration

Electr

onic

paym

ents

of ret

ireme

nt pe

nsion

s

Onlin

e pass

port

appli

catio

n

Mana

geme

nt of

patie

nts e

lectro

nic m

edica

l files

Electr

onic

medic

al cer

tifica

te

Electr

onic

colle

ction

of pu

blic m

edica

l fees

Electr

onic

expo

rt do

cume

nts

Electr

onic

custo

ms do

cume

nts

Republic of Korea is the leader. However, Posts in Asia do not

offer any of the e-government services surveyed in the study.

In Europe and the CIS, Belarus has the most services on offer,

covering e-post, e-finance and e-commerce. In Latin America

and the Caribbean, postal e-services are not well developed,

except in Brazil and Costa Rica. For the industrialized countries,

most are highly active and offer a high number of e-services.

Information provided in Table 1.5 can also serve as a

tool to facilitate an exchange of technological and commercial

know-how among Posts. Posts looking to develop a specific new

e-service can identify other Posts that have already developed

such a service and contact them to learn from their experience.

For instance, Posts interested in developing a digital identity

service (service 401) could learn from the leaders in this area,

including the Posts of Qatar, Tunisia, Australia, Austria, France,

Italy, Spain and Switzerland.



Comoros

Djibouti

Egypt

Iraq

Jordan

Kuwait

Lebanon

Qatar

Saudi Arabia

Syrian Arab Republic

Tunisia

United Arab Emirates (UAE)

Arab region

Bhutan

China (Macao)

Iran (Islamic Republic)

Lao PDR

Maldives

Mongolia

Myanmar

Nepal

Pakistan

Papua New Guinea

Philippines

Republic of Korea

Singapore

Sri Lanka

Thailand

Tonga

Asia andPacific

Publi

c Inte

rnet a

ccess

point

in po

st offi

ces

Web i

nform

ation

on se

rvices

and t

ariffs

Posta

l elec

tronic

mail

box

Onlin

e dire

ct ma

il

Posta

l regis

tered

elect

ronic

mail

Electr

onic

stamp

Custo

mized

elect

ronic

stamp

s

Electr

onic

posta

l cert

ificati

on m

ark

Electr

onic

signa

ture

E-tele

gram

E-card

s

Onlin

e buro

fax

Hybri

d mail

(elec

tronic

to ph

ysica

l)

Hybri

d mail

(phy

sical

to ele

ctron

ic)

Postc

ode l

ooku

p

Posta

l add

ress v

alida

tion

Post

office

locati

on lo

okup

Addre

ss ch

ange

onlin

e

Holdi

ng of

mail

deliv

ery on

line

Track

and t

race

Electr

onic

notifi

catio

n to P

ost o

f lette

r

need

ing to

be co

llecte

d

Electr

onic

notifi

catio

n to a

ddres

see th

at let

ter is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t lette

r has

been

deliv

ered

Electr

onic

notifi

catio

n to P

ost t

hat p

arcel

need

s to b

e coll

ected

Electr

onic

notifi

catio

n to a

ddres

see th

at pa

rcel is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t parc

el ha

s bee

n deli

vered

Check

mail

box c

onten

ts on

line

Web-b

ased c

ustom

er ser

vice a

nd co

ntact

Appli

catio

ns on

mob

ile de

vices

Electr

onic

invoic

ing

Electr

onic

acco

unt m

anag

emen

t

Electr

onic

remitta

nce

Onlin

e bill

paym

ents

Bills

mana

geme

nt

E-pay

ment

of wa

ter bi

lls

E-pay

ment

of ele

ctricit

y bills

E-pay

ment

of ph

one b

ills

Electr

onic

mone

y tran

sfer

Onlin

e sho

p for

phila

telic

produ

cts

Onlin

e sho

p for

posta

l goo

ds

Onlin

e sho

p for

non-p

ostal

good

s

Subs

cripti

on fo

r peri

odica

ls

E-com

merce

web

-based

custo

mer s

ervice

and c

ontac

t

SSL w

eb ce

rtifica

tes

Digita

l iden

tity

Drivi

ng lic

ence

renew

al

Onlin

e sho

pping

for t

ickets

to cu

ltural

and/o

r spo

rts ev

ents

Electr

onic

unive

rsity

regist

ration

Electr

onic

paym

ents

of ret

ireme

nt pe

nsion

s

Onlin

e pass

port

appli

catio

n

Mana

geme

nt of

patie

nts e

lectro

nic m

edica

l files

Electr

onic

medic

al cer

tifica

te

Electr

onic

colle

ction

of pu

blic m

edica

l fees

Electr

onic

expo

rt do

cume

nts

Electr

onic

custo

ms do

cume

nts

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code

Table 1.5 (continued): Develpment of postal e-services in the 94 respondent countries



Comoros

Djibouti

Egypt

Iraq

Jordan

Kuwait

Lebanon

Qatar

Saudi Arabia

Syrian Arab Republic

Tunisia

United Arab Emirates (UAE)

Arab region

Bhutan

China (Macao)

Iran (Islamic Republic)

Lao PDR

Maldives

Mongolia

Myanmar

Nepal

Pakistan

Papua New Guinea

Philippines

Republic of Korea

Singapore

Sri Lanka

Thailand

Tonga

Asia andPacific

Publi

c Inte

rnet a

ccess

point

in po

st offi

ces

Web i

nform

ation

on se

rvices

and t

ariffs

Posta

l elec

tronic

mail

box

Onlin

e dire

ct ma

il

Posta

l regis

tered

elect

ronic

mail

Electr

onic

stamp

Custo

mized

elect

ronic

stamp

s

Electr

onic

posta

l cert

ificati

on m

ark

Electr

onic

signa

ture

E-tele

gram

E-card

s

Onlin

e buro

fax

Hybri

d mail

(elec

tronic

to ph

ysica

l)

Hybri

d mail

(phy

sical

to ele

ctron

ic)

Postc

ode l

ooku

p

Posta

l add

ress v

alida

tion

Post

office

locati

on lo

okup

Addre

ss ch

ange

onlin

e

Holdi

ng of

mail

deliv

ery on

line

Track

and t

race

Electr

onic

notifi

catio

n to P

ost o

f lette

r

need

ing to

be co

llecte

d

Electr

onic

notifi

catio

n to a

ddres

see th

at let

ter is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t lette

r has

been

deliv

ered

Electr

onic

notifi

catio

n to P

ost t

hat p

arcel

need

s to b

e coll

ected

Electr

onic

notifi

catio

n to a

ddres

see th

at pa

rcel is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t parc

el ha

s bee

n deli

vered

Check

mail

box c

onten

ts on

line

Web-b

ased c

ustom

er ser

vice a

nd co

ntact

Appli

catio

ns on

mob

ile de

vices

Electr

onic

invoic

ing

Electr

onic

acco

unt m

anag

emen

t

Electr

onic

remitta

nce

Onlin

e bill

paym

ents

Bills

mana

geme

nt

E-pay

ment

of wa

ter bi

lls

E-pay

ment

of ele

ctricit

y bills

E-pay

ment

of ph

one b

ills

Electr

onic

mone

y tran

sfer

Onlin

e sho

p for

phila

telic

produ

cts

Onlin

e sho

p for

posta

l goo

ds

Onlin

e sho

p for

non-p

ostal

good

s

Subs

cripti

on fo

r peri

odica

ls

E-com

merce

web

-based

custo

mer s

ervice

and c

ontac

t

SSL w

eb ce

rtifica

tes

Digita

l iden

tity

Drivi

ng lic

ence

renew

al

Onlin

e sho

pping

for t

ickets

to cu

ltural

and/o

r spo

rts ev

ents

Electr

onic

unive

rsity

regist

ration

Electr

onic

paym

ents

of ret

ireme

nt pe

nsion

s

Onlin

e pass

port

appli

catio

n

Mana

geme

nt of

patie

nts e

lectro

nic m

edica

l files

Electr

onic

medic

al cer

tifica

te

Electr

onic

colle

ction

of pu

blic m

edica

l fees

Electr

onic

expo

rt do

cume

nts

Electr

onic

custo

ms do

cume

nts

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code



Belarus

Bosnia Herzegovina

Bulgaria

Cyprus

Hungary

Kyrgysistan

Lithuania

Malta

Poland

Russian Federation

Slovakia

Tajikistan

Turkey

Turkmenistan

Ukraine

Uzbekistan

Europeand CIS

Argentina

Bolivia

Brazil

Costa Rica

Dominica

Ecuador

El Salvador

Guatemala

Mexico

Netherlands Antilles

Panama

Saint Kitts and Nevis

Uruguay

Latin America andCaribbean

Publi

c Inte

rnet a

ccess

point

in po

st offi

ces

Web i

nform

ation

on se

rvices

and t

ariffs

Posta

l elec

tronic

mail

box

Onlin

e dire

ct ma

il

Posta

l regis

tered

elect

ronic

mail

Electr

onic

stamp

Custo

mized

elect

ronic

stamp

s

Electr

onic

posta

l cert

ificati

on m

ark

Electr

onic

signa

ture

E-tele

gram

E-card

s

Onlin

e buro

fax

Hybri

d mail

(elec

tronic

to ph

ysica

l)

Hybri

d mail

(phy

sical

to ele

ctron

ic)

Postc

ode l

ooku

p

Posta

l add

ress v

alida

tion

Post

office

locati

on lo

okup

Addre

ss ch

ange

onlin

e

Holdi

ng of

mail

deliv

ery on

line

Track

and t

race

Electr

onic

notifi

catio

n to P

ost o

f lette

r

need

ing to

be co

llecte

d

Electr

onic

notifi

catio

n to a

ddres

see th

at let

ter is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t lette

r has

been

deliv

ered

Electr

onic

notifi

catio

n to P

ost t

hat p

arcel

need

s to b

e coll

ected

Electr

onic

notifi

catio

n to a

ddres

see th

at pa

rcel is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t parc

el ha

s bee

n deli

vered

Check

mail

box c

onten

ts on

line

Web-b

ased c

ustom

er ser

vice a

nd co

ntact

Appli

catio

ns on

mob

ile de

vices

Electr

onic

invoic

ing

Electr

onic

acco

unt m

anag

emen

t

Electr

onic

remitta

nce

Onlin

e bill

paym

ents

Bills

mana

geme

nt

E-pay

ment

of wa

ter bi

lls

E-pay

ment

of ele

ctricit

y bills

E-pay

ment

of ph

one b

ills

Electr

onic

mone

y tran

sfer

Onlin

e sho

p for

phila

telic

produ

cts

Onlin

e sho

p for

posta

l goo

ds

Onlin

e sho

p for

non-p

ostal

good

s

Subs

cripti

on fo

r peri

odica

ls

E-com

merce

web

-based

custo

mer s

ervice

and c

ontac

t

SSL w

eb ce

rtifica

tes

Digita

l iden

tity

Drivi

ng lic

ence

renew

al

Onlin

e sho

pping

for t

ickets

to cu

ltural

and/o

r spo

rts ev

ents

Electr

onic

unive

rsity

regist

ration

Electr

onic

paym

ents

of ret

ireme

nt pe

nsion

s

Onlin

e pass

port

appli

catio

n

Mana

geme

nt of

patie

nts e

lectro

nic m

edica

l files

Electr

onic

medic

al cer

tifica

te

Electr

onic

colle

ction

of pu

blic m

edica

l fees

Electr

onic

expo

rt do

cume

nts

Electr

onic

custo

ms do

cume

nts

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code

Table 1.5 (continued): Develpment of postal e-services in the 94 respondent countries



Belarus

Bosnia Herzegovina

Bulgaria

Cyprus

Hungary

Kyrgysistan

Lithuania

Malta

Poland

Russian Federation

Slovakia

Tajikistan

Turkey

Turkmenistan

Ukraine

Uzbekistan

Europeand CIS

Argentina

Bolivia

Brazil

Costa Rica

Dominica

Ecuador

El Salvador

Guatemala

Mexico

Netherlands Antilles

Panama

Saint Kitts and Nevis

Uruguay

Latin America andCaribbean

Publi

c Inte

rnet a

ccess

point

in po

st offi

ces

Web i

nform

ation

on se

rvices

and t

ariffs

Posta

l elec

tronic

mail

box

Onlin

e dire

ct ma

il

Posta

l regis

tered

elect

ronic

mail

Electr

onic

stamp

Custo

mized

elect

ronic

stamp

s

Electr

onic

posta

l cert

ificati

on m

ark

Electr

onic

signa

ture

E-tele

gram

E-card

s

Onlin

e buro

fax

Hybri

d mail

(elec

tronic

to ph

ysica

l)

Hybri

d mail

(phy

sical

to ele

ctron

ic)

Postc

ode l

ooku

p

Posta

l add

ress v

alida

tion

Post

office

locati

on lo

okup

Addre

ss ch

ange

onlin

e

Holdi

ng of

mail

deliv

ery on

line

Track

and t

race

Electr

onic

notifi

catio

n to P

ost o

f lette

r

need

ing to

be co

llecte

d

Electr

onic

notifi

catio

n to a

ddres

see th

at let

ter is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t lette

r has

been

deliv

ered

Electr

onic

notifi

catio

n to P

ost t

hat p

arcel

need

s to b

e coll

ected

Electr

onic

notifi

catio

n to a

ddres

see th

at pa

rcel is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t parc

el ha

s bee

n deli

vered

Check

mail

box c

onten

ts on

line

Web-b

ased c

ustom

er ser

vice a

nd co

ntact

Appli

catio

ns on

mob

ile de

vices

Electr

onic

invoic

ing

Electr

onic

acco

unt m

anag

emen

t

Electr

onic

remitta

nce

Onlin

e bill

paym

ents

Bills

mana

geme

nt

E-pay

ment

of wa

ter bi

lls

E-pay

ment

of ele

ctricit

y bills

E-pay

ment

of ph

one b

ills

Electr

onic

mone

y tran

sfer

Onlin

e sho

p for

phila

telic

produ

cts

Onlin

e sho

p for

posta

l goo

ds

Onlin

e sho

p for

non-p

ostal

good

s

Subs

cripti

on fo

r peri

odica

ls

E-com

merce

web

-based

custo

mer s

ervice

and c

ontac

t

SSL w

eb ce

rtifica

tes

Digita

l iden

tity

Drivi

ng lic

ence

renew

al

Onlin

e sho

pping

for t

ickets

to cu

ltural

and/o

r spo

rts ev

ents

Electr

onic

unive

rsity

regist

ration

Electr

onic

paym

ents

of ret

ireme

nt pe

nsion

s

Onlin

e pass

port

appli

catio

n

Mana

geme

nt of

patie

nts e

lectro

nic m

edica

l files

Electr

onic

medic

al cer

tifica

te

Electr

onic

colle

ction

of pu

blic m

edica

l fees

Electr

onic

expo

rt do

cume

nts

Electr

onic

custo

ms do

cume

nts

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Code



Angola

Botswana

Burkina Faso

Cameroon

Chad

Gambia

Ghana

Guinea

Kenya

Madagascar

Malawi

Mali

Mauritius

Mozambique

Namibia

Nigeria

Rwanda

Sao Tom and Principe

South Africa

Tanzania (United Rep.)

Zimbabwe

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Africa

Code

Publi

c Inte

rnet a

ccess

point

in po

st offi

ces

Web i

nform

ation

on se

rvices

and t

ariffs

Posta

l elec

tronic

mail

box

Onlin

e dire

ct ma

il

Posta

l regis

tered

elect

ronic

mail

Electr

onic

stamp

Custo

mized

elect

ronic

stamp

s

Electr

onic

posta

l cert

ificati

on m

ark

Electr

onic

signa

ture

E-tele

gram

E-card

s

Onlin

e buro

fax

Hybri

d mail

(elec

tronic

to ph

ysica

l)

Hybri

d mail

(phy

sical

to ele

ctron

ic)

Postc

ode l

ooku

p

Posta

l add

ress v

alida

tion

Post

office

locati

on lo

okup

Addre

ss ch

ange

onlin

e

Holdi

ng of

mail

deliv

ery on

line

Track

and t

race

Electr

onic

notifi

catio

n to P

ost o

f lette

r

need

ing to

be co

llecte

d

Electr

onic

notifi

catio

n to a

ddres

see th

at let

ter is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t lette

r has

been

deliv

ered

Electr

onic

notifi

catio

n to P

ost t

hat p

arcel

need

s to b

e coll

ected

Electr

onic

notifi

catio

n to a

ddres

see th

at pa

rcel is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t parc

el ha

s bee

n deli

vered

Check

mail

box c

onten

ts on

line

Web-b

ased c

ustom

er ser

vice a

nd co

ntact

Appli

catio

ns on

mob

ile de

vices

Electr

onic

invoic

ing

Electr

onic

acco

unt m

anag

emen

t

Electr

onic

remitta

nce

Onlin

e bill

paym

ents

Bills

mana

geme

nt

E-pay

ment

of wa

ter bi

lls

E-pay

ment

of ele

ctricit

y bills

E-pay

ment

of ph

one b

ills

Electr

onic

mone

y tran

sfer

Onlin

e sho

p for

phila

telic

produ

cts

Onlin

e sho

p for

posta

l goo

ds

Onlin

e sho

p for

non-p

ostal

good

s

Subs

cripti

on fo

r peri

odica

ls

E-com

merce

web

-based

custo

mer s

ervice

and c

ontac

t

SSL w

eb ce

rtifica

tes

Digita

l iden

tity

Drivi

ng lic

ence

renew

al

Onlin

e sho

pping

for t

ickets

to cu

ltural

and/o

r spo

rts ev

ents

Electr

onic

unive

rsity

regist

ration

Electr

onic

paym

ents

of ret

ireme

nt pe

nsion

s

Onlin

e pass

port

appli

catio

n

Mana

geme

nt of

patie

nts e

lectro

nic m

edica

l files

Electr

onic

medic

al cer

tifica

te

Electr

onic

colle

ction

of pu

blic m

edica

l fees

Electr

onic

expo

rt do

cume

nts

Electr

onic

custo

ms do

cume

ntsTable 1.5 (continued): Develpment of postal e-services in the 94 respondent countries



Angola

Botswana

Burkina Faso

Cameroon

Chad

Gambia

Ghana

Guinea

Kenya

Madagascar

Malawi

Mali

Mauritius

Mozambique

Namibia

Nigeria

Rwanda

Sao Tom and Principe

South Africa

Tanzania (United Rep.)

Zimbabwe

101

102

103

104

105

106

107

108

109

110

111

112

113

114

115

116

117

118

119

120

121

122

123

124

125

126

127

128

129

201

202

203

204

205

206

207

208

209

301

302

303

304

305

306

401

402

403

404

405

406

407

408

409

410

411

Africa

Code

Publi

c Inte

rnet a

ccess

point

in po

st offi

ces

Web i

nform

ation

on se

rvices

and t

ariffs

Posta

l elec

tronic

mail

box

Onlin

e dire

ct ma

il

Posta

l regis

tered

elect

ronic

mail

Electr

onic

stamp

Custo

mized

elect

ronic

stamp

s

Electr

onic

posta

l cert

ificati

on m

ark

Electr

onic

signa

ture

E-tele

gram

E-card

s

Onlin

e buro

fax

Hybri

d mail

(elec

tronic

to ph

ysica

l)

Hybri

d mail

(phy

sical

to ele

ctron

ic)

Postc

ode l

ooku

p

Posta

l add

ress v

alida

tion

Post

office

locati

on lo

okup

Addre

ss ch

ange

onlin

e

Holdi

ng of

mail

deliv

ery on

line

Track

and t

race

Electr

onic

notifi

catio

n to P

ost o

f lette

r

need

ing to

be co

llecte

d

Electr

onic

notifi

catio

n to a

ddres

see th

at let

ter is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t lette

r has

been

deliv

ered

Electr

onic

notifi

catio

n to P

ost t

hat p

arcel

need

s to b

e coll

ected

Electr

onic

notifi

catio

n to a

ddres

see th

at pa

rcel is

to be

deliv

ered

Electr

onic

notifi

catio

n to s

ende

r tha

t parc

el ha

s bee

n deli

vered

Check

mail

box c

onten

ts on

line

Web-b

ased c

ustom

er ser

vice a

nd co

ntact

Appli

catio

ns on

mob

ile de

vices

Electr

onic

invoic

ing

Electr

onic

acco

unt m

anag

emen

t

Electr

onic

remitta

nce

Onlin

e bill

paym

ents

Bills

mana

geme

nt

E-pay

ment

of wa

ter bi

lls

E-pay

ment

of ele

ctricit

y bills

E-pay

ment

of ph

one b

ills

Electr

onic

mone

y tran

sfer

Onlin

e sho

p for

phila

telic

produ

cts

Onlin

e sho

p for

posta

l goo

ds

Onlin

e sho

p for

non-p

ostal

good

s

Subs

cripti

on fo

r peri

odica

ls

E-com

merce

web

-based

custo

mer s

ervice

and c

ontac

t

SSL w

eb ce

rtifica

tes

Digita

l iden

tity

Drivi

ng lic

ence

renew

al

Onlin

e sho

pping

for t

ickets

to cu

ltural

and/o

r spo

rts ev

ents

Electr

onic

unive

rsity

regist

ration

Electr

onic

paym

ents

of ret

ireme

nt pe

nsion

s

Onlin

e pass

port

appli

catio

n

Mana

geme

nt of

patie

nts e

lectro

nic m

edica

l files

Electr

onic

medic

al cer

tifica

te

Electr

onic

colle

ction

of pu

blic m

edica

l fees

Electr

onic

expo

rt do

cume

nts

Electr

onic

custo

ms do

cume

nts


020

40

60

80

100

1990

1995

2000

2005

2010

8582

55

33

5052

3836

2523

53

34

1195

11

30200

Development over the years

Posts are increasingly responding to their customers needs by

providing them with new postal e-services. Figure 1.1 shows

that the number of new postal e-services being introduced

globally each year is increasing. It is clear that the introduction

of new postal e-services continues to grow exponentially.

In 1996, around five new services were introduced globally. Just

over 20 new services were introduced in 2001, compared to 50

in 2006 and 85 in 2010.

In the four years between 2007 and 2010, the number

of postal e-services introduced globally almost tripled, from

33 to 85 per year, showing that Posts worldwide are stepping

up their efforts to bring new services to market.

Figure 1.1: Number of postal e-services introduced globally each year


Industrialized32%

Europe and CIS18%

Arab15%

Africa13%

Latin America and Caribbean7%

Asia15%

Regional analysis

The provision of postal e-services varies considerably among

different regions. Figure 1.2 shows the percentage of postal

e-services provided by each region compared to the overall

number of such services provided worldwide.

Industrialized countries appear to be the most active in

this area. The 16 industrialized countries that participated in

the survey provide around 32 % of all postal e-services offered

globally.

There is quite an even spread of activity across the Europe

and CIS, Arab, Asia and Africa regions, but at a lower level

than in the industrialized countries. 1 Sixteen countries from

the Europe and CIS region provide 18% of all postal e-services,

while 16 Asian countries, 21 African countries and 12 Arab

countries each provide around 14 % of all postal e-services.

Finally, the Latin American and Caribbean region lags behind

the rest of the world, with only 7 % of the postal e-services

worldwide being provided by the 13 countries that responded

to the survey.

Figure 1.3 indicates the average number of postal

e-services provided per country in each region. The graphic

shows that a Post from an industrialized country provides at

least twice the average number of postal e-services than a Post

from any other region.

1 Table 1.5 indicates which countries belong to each region

The different types of postal e-services are also not equally

developed among the worlds regions. Figure 1.4 presents the

average number of postal e-services provided per country in

each category.

E-post services are the most widely developed. E-gov-

ernment services appear to be most provided by the Posts of

industrialized and Arab countries. E-commerce services are very

limited in African, Arab and Latin American and Caribbean

countries, with Posts providing no more than one service on

average. E-financial services are insignificant in Latin American

and Caribbean countries.

Consequently, it is clear that the UPU should support

developing countries in offering postal e-services to reduce

the digital postal divide and increase the resources put into

implementing the UPUs strategy where the development of a

worldwide postal network aligning its physical, electronic and

financial dimensions is seen as crucial for the sectors survival.

Moreover, the low level of e-government services offered by

Posts shows that the Posts traditional role of facilitating

communication between the government and citizens in

the physical world is not recognized by governments when

considering electronic communication.

Figure 1.2: Percentage of postal e-services

provided in each region compared to the overall number of postal e-services provided worldwide.


05

10

15

20

25

23

1213

9

6 6

Industrialized Europe and CIS Arab Asia LAC Africa

0

2

4

6

8

10

12

14

16



15

8

7

6

4 4 4

2

4

2

0

2

4

2

1

2

1 0

2

0

2

0 0 0

Figure 1.3: Average number of postal e-services provided per country by region

Figure 1.4: Average number of postal e-services provided per country for each category of e-services


05

10

15

20

25

23

1213

9

6 6


0

2

4

6

8

10

12

14

16



15

8

7

6

4 4 4

2

4

2

0

2

4

2

1

2

1 0

2

0

2

0 0 0

Service level analysis

This section provides an analysis of the regional development

of the 55 postal e-services indicators. The aim is to identify

the most developed and strategic e-services regionally, as well

as globally.

Figures 1.5 show the regional development of each of the

e-post, e-finance, e-commerce and e-government services

and their respective strategic level of importance. The level of

regional development of an e-service is calculated on the basis

of the number of countries in a specific region offering the

e-service. The average strategic importance of an e-service is

calculated as the mean of the strategic importance level of that

service, as indicated by the Posts in the survey.

The figure indicates that the most developed e-post services

internationally are track and trace (120), hybrid mail (113), post

office location lookup (117) and postcode lookup (115). It also

shows that some services are more regional. For instance,

Internet access in post offices is developed in Africa (101) and

online bureaufax (112) is more prevalent in the Latin American

and Caribbean region. Some services seem to be particularly

developed in industrialized countries, such as e-cards (111),

online direct mail (104), postal registered electronic mail (105)

and applications using mobile devices (129).

As for e-finance services, electronic money transfers are the

most widely provided service (209), but their importance is

limited in European and industrialized countries compared to

the other regions of the world. The online bill payment service

(204) is not widely offered around the world, but it is consid-

ered the most strategically important e-finance service by the

respondent Posts.

Online philatelic shops (301) and e-commerce web-based

customer service (305) are the most developed e-commerce

services. Although less widely provided, online shops for postal

goods (302) and SSL web certificates (306) appear to be of

considerable importance for the postal business. Although

e-commerce services appear to be not well developed in

African countries, they are considered to be of high strategic

importance by the Posts of that region.

Finally, figure 1.5 shows that the electronic customs declaration

document (411) is the most developed and important e-gov-

ernment service, followed by digital identity (401), electronic

payment of retirement pensions (405) and electronic customs

documents (410).


4 4 4 1263

1 3 1 3

1 1 2 4 8

2 1 3 3 1 8

4 3 4 2 1 4

1 1 2 2 5

2 2 2 2 3

4 3 4 2 2

17 8 14 14 21 13

2 2 91

1 3 1 1 10

7 5 5 12 7 12

51 51 3 12

4 4 12 13 6 13

2 5 1 3 2 7

4 5 2 9 4 10

3 11

5

1 2 1 4 3 3

1 2 2 2 2 2

1 2 6

1 1 4 4 9

1 1 1 6

2 3 2 8

2 2 7

3 4 4 5 2 5

12 9 13 14 7 14

14 5 6 6 1 2

2 2 1 1 1 8 4.0 3.7 2.0 3.03.0

4.3 3.8 3.3 3.8 4.0 4.0

4.3 3.0 3.7 1.0 1.0 3.7

3.5 3.0 3.7 3.8 3.5 3.9

2.0 3.0 3.7 3.7 3.3 3.7

5.0 4.0 3.5 4.5 4.0 3.3

3 3.5 3.7 2 3.5 3.3

2.5 4.0 3.7 3.0 3.0 3.0

3.5 4.5 3.5 4.0 2.8

4.0 4.8 4.3 4.7 4.6 4.4

3.0 4.5 3.5 2.3 3.1

4.0 5.0 2.7 5.0 2.5 3.8

3.8 4.3 4.0 3.6 3.6 3.3

4.5 4.3 4.5 4.8 3.5 3.5

3.8 3.7 3.7 3.9 4.8 3.8

4.0 3.4 5.0 4.3 2.7 3.6

5.0 4.6 3.8 4.7 3.5 3.6

3.0 3.0 1.0 2.7 2.0 2.3

3.5 3.0 2.5 1.0 3.0

3.0 4.5 1.0 3.5 3.8 2.4

4.0 4.5 3.7 2.0 4.0 4.1

3.5 5.0 4.3 2.0 4.1

3.5 3.5 3.8 4.0 2.0 3.1

3.0 3.5 3.0 5.0 2.0 3.4

4.0 4.5 3.4 4.5 2.0 4.2

4.0 3.0 2.8 4.5 2.0 3.3

2.8 4.0 2.4 4.3 2.3 3.3

3.6 4.0 3.9 4.1 4.5 4.2

3.3 4.3 1.7 3.4 2.5 1.7

Africa Arab Asia Europe and CIS LAC Industrialized

129128127126125124123122121120119118117116115114113112111110109108107106105104103102101

Service code Service descriptionNumber of countries providing the service Average strategic importance of service

0 10 20 30 40 50 60 70 80 0 5 10 15 20 25 30

Applications on mobile devices

Web-based customer service and contact

Check mailbox contents online

Electronic notification to sender that parcel has been delivered

Electronic notification to addressee that parcel is to be delivered

Electronic notification to Post that parcel needs to be collected

Electronic notification to sender that letter has been delivered

Electronic notification to addressee that letter is to be delivered

Electronic notification to Post of letter needing to be collected

Track and trace

Holding of mail delivery online

Address change online

Post office location lookup

Postal address validation

Postcode lookup

Hybrid mail (physical to electronic)

Hybrid mail (electronic to physical)

Online burofax

E-cards

E-telegram

Electronic signature

Electronic postal certification mark

Customized electronic stamps

Electronic stamp

Postal registered electronic mail

Online direct mail

Postal electronic mailbox

Web information on services and tariffs

Public Internet access point in post offices

E-post

Figure 1.5: Number of countries providing postal e-services by type and region


4 4 4 1263

1 3 1 3

1 1 2 4 8

2 1 3 3 1 8

4 3 4 2 1 4

1 1 2 2 5

2 2 2 2 3

4 3 4 2 2

17 8 14 14 21 13

2 2 91

1 3 1 1 10

7 5 5 12 7 12

51 51 3 12

4 4 12 13 6 13

2 5 1 3 2 7

4 5 2 9 4 10

3 11

5

1 2 1 4 3 3

1 2 2 2 2 2

1 2 6

1 1 4 4 9

1 1 1 6

2 3 2 8

2 2 7

3 4 4 5 2 5

12 9 13 14 7 14

14 5 6 6 1 2

2 2 1 1 1 8 4.0 3.7 2.0 3.03.0

4.3 3.8 3.3 3.8 4.0 4.0

4.3 3.0 3.7 1.0 1.0 3.7

3.5 3.0 3.7 3.8 3.5 3.9

2.0 3.0 3.7 3.7 3.3 3.7

5.0 4.0 3.5 4.5 4.0 3.3

3 3.5 3.7 2 3.5 3.3

2.5 4.0 3.7 3.0 3.0 3.0

3.5 4.5 3.5 4.0 2.8

4.0 4.8 4.3 4.7 4.6 4.4

3.0 4.5 3.5 2.3 3.1

4.0 5.0 2.7 5.0 2.5 3.8

3.8 4.3 4.0 3.6 3.6 3.3

4.5 4.3 4.5 4.8 3.5 3.5

3.8 3.7 3.7 3.9 4.8 3.8

4.0 3.4 5.0 4.3 2.7 3.6

5.0 4.6 3.8 4.7 3.5 3.6

3.0 3.0 1.0 2.7 2.0 2.3

3.5 3.0 2.5 1.0 3.0

3.0 4.5 1.0 3.5 3.8 2.4

4.0 4.5 3.7 2.0 4.0 4.1

3.5 5.0 4.3 2.0 4.1

3.5 3.5 3.8 4.0 2.0 3.1

3.0 3.5 3.0 5.0 2.0 3.4

4.0 4.5 3.4 4.5 2.0 4.2

4.0 3.0 2.8 4.5 2.0 3.3

2.8 4.0 2.4 4.3 2.3 3.3

3.6 4.0 3.9 4.1 4.5 4.2

3.3 4.3 1.7 3.4 2.5 1.7


129128127126125124123122121120119118117116115114113112111110109108107106105104103102101


0 10 20 30 40 50 60 70 80 0 5 10 15 20 25 30

Applications on mobile devices

Web-based customer service and contact

Check mailbox contents online

Electronic notification to sender that parcel has been delivered

Electronic notification to addressee that parcel is to be delivered

Electronic notification to Post that parcel needs to be collected

Electronic notification to sender that letter has been delivered

Electronic notification to addressee that letter is to be delivered

Electronic notification to Post of letter needing to be collected

Track and trace

Holding of mail delivery online

Address change online

Post office location lookup

Postal address validation

Postcode lookup

Hybrid mail (physical to electronic)

Hybrid mail (electronic to physical)

Online burofax

E-cards

E-telegram

Electronic signature

Electronic postal certification mark

Customized electronic stamps

Electronic stamp

Postal registered electronic mail

Online direct mail

Postal electronic mailbox

Web information on services and tariffs

Public Internet access point in post offices

E-post


10 6 11 9 2 7

3 7 1 5 1 6

3 6 2 4 1 6

2 6 2 5 1 6

1 4 2 4

2 4 3 3 7

7 3 7 7 1 7

3 3 2 2 4

2 5 1 1 9

4.1 4.8 4.3 4.8 3.3 3.4

3.3 4.3 4.5 4.7 3.3 3.9

3.5 4.2 4.5 5.0 3.3 3.9

3.5 4.2 4.0 4.7 3.3 3.9

3.5 4.0 3.0 5.0 3.0 4.0

4.0 4.8 3.5 5.0 3.0 4.0

3.8 4.8 3.5 4.3 2.3 3.5

4.3 3.7 2.3 5.0 2.5 4.4

4.0 4.0 2.7 5.0 2.5 3.9

1 2 3 1 5

1 1 1 1 4

1 1

1 1

2 2

1 1 1 1

1 4 3

3 1

2 1 4

2

3 5

4.5 4.5 3.0 3.0 3.0 4.5

4.5 4.5 3.0 2.0 3.0 4.2

2.0 4.0 3.0 2.0 2.3

2.0 4.0 3.0 2.0 2.7

2.0 4.0 3.0 2.0 3.5

3.0 4.0 3.5 3.5 3.0

3.5 3.5 4.0 2.0 3.0

1.0 4.7 3.5 3.5 1.0

3.0 4.7 3.0 2.0 1.8

4.0 4.0 3.5 2.0 2.0

3.0 4.7 3.5 2.0 4.4

1 1 2 3 1 2

4 5 8 9 2 12

2 5 5

3 5 4 1 8

2 3 3 3 10

5 2 6 8 3 13

4.0 4.0 3.7 5.0 4.0 4.3

4.5 4.0 4.0 3.5 3.7 4.1

3.0 3.5 3.7 3.8 2.0 2.8

5.0 4.0 3.2 3.0 2.0 2.8

5.0 3.7 4.0 4.0 3.0 3.4

4.2 3.7 3.8 4.3 3.5 3.1

209208207206205204203202201


0 10 20 30 40 50 60 70 80 0 5 10 15 20 25 30

Electronic money transfer

E-payment of phone bills

E-payment of electricity bills

E-payment of water bills

Bills management

Online bill payments

Electronic remittance

Electronic account management

Electronic invoicing

411410409408407406405404403402401


0 10 20 30 40 50 60 70 80 0 5 10 15 20 25 30

Electronic customs documents

Electronic export documents

Electronic collection of public medical fees

Electronic medical certificate

Management of patients electronic medical files

Online passport application

Electronic payments of retirement pensions

Electronic university registration

Online shopping for tickets to cultural and /or sports events

Driving licence renewal

Digital identity

306305304303302301


0 10 20 30 40 50 60 70 80 0 5 10 15 20 25 30

SSL web certificates

E-commerce web-based customer service and contact

Subscription for periodicals

Online shop for non-postal goods

Online shop for postal goods

Online shop for philatelic products

E-finance

E-commerce

E-government


Figure 1.5 (continued): Number of countries providing postal e-services by type and region


10 6 11 9 2 7

3 7 1 5 1 6

3 6 2 4 1 6

2 6 2 5 1 6

1 4 2 4

2 4 3 3 7

7 3 7 7 1 7

3 3 2 2 4

2 5 1 1 9

4.1 4.8 4.3 4.8 3.3 3.4

3.3 4.3 4.5 4.7 3.3 3.9

3.5 4.2 4.5 5.0 3.3 3.9

3.5 4.2 4.0 4.7 3.3 3.9

3.5 4.0 3.0 5.0 3.0 4.0

4.0 4.8 3.5 5.0 3.0 4.0

3.8 4.8 3.5 4.3 2.3 3.5

4.3 3.7 2.3 5.0 2.5 4.4

4.0 4.0 2.7 5.0 2.5 3.9

1 2 3 1 5

1 1 1 1 4

1 1

1 1

2 2

1 1 1 1

1 4 3

3 1

2 1 4

2

3 5

4.5 4.5 3.0 3.0 3.0 4.5

4.5 4.5 3.0 2.0 3.0 4.2

2.0 4.0 3.0 2.0 2.3

2.0 4.0 3.0 2.0 2.7

2.0 4.0 3.0 2.0 3.5

3.0 4.0 3.5 3.5 3.0

3.5 3.5 4.0 2.0 3.0

1.0 4.7 3.5 3.5 1.0

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