Study Postal E-services En
description
Transcript of Study Postal E-services En
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A global perspective
Measuring postal e-services development
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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
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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
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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
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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).
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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.
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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.
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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
71. Global development of postal e-services
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Code Service Service description
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
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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
Code Service Service description
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
91. Global development of postal e-services
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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
Code Service Service description
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.
10 1. Global development of postal e-services
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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
Code Service Service description
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.
111. Global development of postal e-services
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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
12 1. Global development of postal e-services
-
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
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.
131. Global development of postal e-services
-
E-post E-finance E-commerce E-government
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
14 1. Global development of postal e-services
-
E-post E-finance E-commerce E-government
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
151. Global development of postal e-services
-
E-post E-finance E-commerce E-government
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
16 1. Global development of postal e-services
-
E-post E-finance E-commerce E-government
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
171. Global development of postal e-services
-
E-post E-finance E-commerce E-government
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
18 1. Global development of postal e-services
-
E-post E-finance E-commerce E-government
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
191. Global development of postal e-services
-
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
20 1. Global development of postal e-services
-
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.
211. Global development of postal e-services
-
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
E-post E-finance E-commerce E-government
Industrialized Europe and CIS Arab Asia LAC Africa
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
22 1. Global development of postal e-services
-
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
E-post E-finance E-commerce E-government
Industrialized Europe and CIS Arab Asia LAC Africa
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).
231. Global development of postal e-services
-
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
24 1. Global development of postal e-services
-
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
251. Global development of postal e-services
-
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
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
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
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
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
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
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
Africa Arab Asia Europe and CIS LAC Industrialized
Figure 1.5 (continued): Number of countries providing postal e-services by type and region
26 1. Global development of postal e-services
-
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