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© UPU 2012 – All rights reserved
Enabling the digital economy:Postal services of the 21st century
Farah Abdallah, PhDE-business expert Directorate of Markets Development
© UPU 2012 – All rights reserved
Agenda
Introduction
A. Concrete cases of postal e-services 1 E-communication 2 E-government 3 E-commerce4 E-finance
B- UPU E-services and E-commerce programs1 UPU digital action plan 2013-20162 International secure e-mail box3 .post: top level domain
© UPU 2012 – All rights reserved
The role of the Post in supporting the development of the digital economy
Postal services of the 21st
centuryE-communication
E-governmentE-commerce
E-finance
E-government
strategy
Rise of entrepre-neurship and SMEs
International e-
commmerce and trade
Cyber-security issues
Digital and financial inclusion
Inter-connection of services
and networks
Efficient and affordable selling and distribution network
Information society needs
Opportunities
Challenges
Booz & Company
Postal services breaking through the “digital barrier” – the traditional view
Booz & Company Digital Postal Services Business Framework ©
Source:Booz & Company analysis
Key EnablersCustomers
E-IdentityManage-
ment
E-Com-merce
Solutions
E-Billing and Pay-
ment
E-Media
Gov
ernm
ent
Bus
ines
ses
Con
sum
ers
Cyber Security / Data
Protection
Marketing /Sales
Organization Flexibility
Innovation andIT delivery
Partnership / Alliances
…
Online Marketing
Digital MediaDistri-bution
Electronic Communications Services (ECS) Other Digital Services
Digital Inbox:Digital Outbox:
Add-on: Scanning and of physical incoming mail
Add-on: Printing and physical delivery of
E-Post
Secure electronic receipt of E-Post
Secure electronic dispatch of E-Post
Traditional Physical Mail
Virtual Post Office (Traditional Postal Services Online
Digital Document Management
Traditional Hybrid Mail
"THE DIGITAL BARRIER"
4
© UPU 2012 – All rights reserved
Agenda
Introduction
A. Concrete cases of postal e-services 1 E-communication 2 E-government 3 E-commerce4 E-finance
B- UPU E-services and E-commerce programs1 UPU digital action plan 2013-20162 International secure e-mail box3 .post: top level domain
© UPU 2012 – All rights reserved
Internet kiosks in post offices
• UPU, ITU, Bhutan and India have implemented a project in Bhutan to set up internet kiosks in 38 post offices to provide access to Internet in rural and remote areas
• Six remote locations did not have telecommunication or electricity connection. ICTs was brought to these locations by establishing solar-powered VSAT stations linked to India’s communication satellite, INSAT
• The main users of telekiosks are: local officials, visiting students and professionals, men as well as women.
• According to UPU statistics, more than 60 Posts worldwide are offering public internet access point in over 31,000 post offices, connecting the nations to the digital economy
© UPU 2012 – All rights reserved
Posts as Business and Communications Centres
Botswana Post and its « Kitsong Centres »• Open in association with the Ministry of
Communications, Science and Technology (MCST)
• Core focus: a hub for e-commerce within communities in addition to wider e-Government services
• Easy access, thus saving citizens time, money and effort spent in travelling to major urban areas to obtain services
• 48 centres opened in 2009
© UPU 2012 – All rights reserved
Posts Community Broadband Centers
• Malaysia Post has transformed its posts offices in rural areas as community broadband centers
• Open in association with the Ministry of Communications, Science and Technology (MCST)
• UPU Director General, Mr. Edouard Dayan, is a founding member of the ITU Broadband Commission for Digital Development
Universal Posta
l Service
International Development
Quality of Service
Indu
stry
Gro
wth
Improve Productivity
NATIONALCompetitiveness
Balanced Development
CONSUMERSService
Satisfaction
EMPLOYEESProfessionalism
ENVIRONME
NTLess
Carbon Emissio
n
NPS(2010-2014)
National Postal Strategy
© UPU 2012 – All rights reserved
Hybrid mail service
• A number of developing countries are providing hybrid Mail service:
Argentina, Ivory Coast, Guatemala, Morocco, Nigeria, Senegal• The collection, processing, or the delivery of the letter is done electronically• The benefits for are:
• Reduced delivery time, in particular to rural areas• More affordable service • More environmental and sustainable service, as the transport is done electronically
Postal Electronic network / Cloud
© UPU 2012 – All rights reserved
Agenda
Introduction
A. Concrete cases of postal e-services 1 E-communication 2 E-government 3 E-commerce4 E-finance
B- UPU E-services and E-commerce programs1 UPU digital action plan 2013-20162 International secure e-mail box3 .post: top level domain
© UPU 2012 – All rights reserved
Electronic mail box service
• The government and post of Tunisia partnered to provide M@ilPost service to support the implementation of the e-government strategy and the WSIS goals.
• M@ilPost offer citizens:
• A universal free secure email service linked to the physical address and identity of the customer
• A postal digital box, dedicated to the electronic reception and storage of government and administrative documents, bills, mail from social and educational institutions, and others
• A secure multi-channel delivery available 7/7 and 24h of communication (mail, SMS; MMS, Web,..) using encryption techniques and UPU standards (S-43, S-52)
40 000 users
© UPU 2012 – All rights reserved
Single Access point to e-government services
Governmental services at LibanPost - A Public Private Partnership Experience
Through LibanPost• Retail network availability across the country
with extended opening hours• Distribution network availability• Customer management best practices• Technical and organizational know-how• A single technical platform supporting more than
75 e-government services• Reduced costs for the government
Previous situation• Lack of available information on required
documents, procedures and fees• Limited service centers with reduced opening
hours• Hidden charges
Revenue growth of governmental services
© UPU 2012 – All rights reserved
Electronic identity
• one-stop shops• single sign-on• e-forms,
documents, certificates
• organization-spanning processes
• elimination of barriers• limiting losses
Boosting efficiency
• e-commerce:• procurement, sale• invoicing, payment• education• e-health• secure e-mail• social netwo
Enabling new businesses • identity theft
& fraud• cyber crime• spam• Abuse
Cyber-security
1- Proof of identity2- Proof of function3-Universal identifier (UID)
© UPU 2012 – All rights reserved
Agenda
Introduction
A. Concrete cases of postal e-services 1 E-communication 2 E-government 3 E-commerce4 E-finance
B- UPU E-services and E-commerce programs1 UPU digital action plan 2013-20162 International secure e-mail box3 .post: top level domain
© UPU 2012 – All rights reserved
E-commerce services
The post can build on its capabilities for the development of e-commerce:
• Logistic know-how • Prices and Delivery Time• Pickup Requisition• Track & Trace• Reverse Logistics• Shipping Label Printing• Shipping Preparation• Complaint Processing• Customs Processing
• Address management • Postal Code and addressing• Online change of address
• Stakeholder and client network • Marketing and customer support• E-payment • Trusted brand and reputation
© UPU 2012 – All rights reserved
Post offices as Access Points to Trade
“Exporting by Mail”: The South American experience
• « Easy export » (Exporta Facil): trade facilitation through the postal network
• Cooperation with the World Bank and the Inter-American Development Bank
• The governments initiated the program to boost the competitiveness of MSMEs and facilitate for them access to international markets
• The post is a key partner to simplify physical export processes using ICTs (logistics, information, training)
• A UPU study showed that the service is more widely used in poorer areas.
0.1612.23
30.7543.88
62.35
100.71
121.50
154.22
175.14
204.86
184.12
238.65
254,00
0
30
60
90
120
150
180
210
240
270
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 November
Actual Estimated
Graph: Export volumes using Exporta Fácil service in Brazil (all operators, in million USD)
• About 10 000 businesses that have never export before were able to access external markets.
• In Peru, within 6 months, 300 firms (SMEs) have used the service, 300,000 USD worth of good, monthly rate of increase of 30%
© UPU 2012 – All rights reserved
E-commerce portals
Posts provide e-commerce portals: Saudi Arabia, Korea, Malaysia, Tunisia, Brazil, France to empower SMEs affordable access to e-commerce market
Benefits: • Inclusion: rural areas/underserved communities
sell and buy products through the e-mall• Government policy set the rule for national
economy development and product selection• Post can make sure that suppliers are reliable• Product quality inspection and offering
accurate information • Customer support and call center• Competitive prices• Portal is accessible in post offices, on the
internet, on mobile phones etc.• Access to international markets
(1) Inform about the products in the region
(2) Order Korean agricultural product through the Internet
(3) Safe Delivery
Korea post: • 7,200 items were displayed in 2009• Achieving 135 million US dollars
sales in 2009• Growth of the number of
participating companies (100 times more than at the initial stage)
© UPU 2012 – All rights reserved
E-commerce portals
Souq El Qaria is specially made and designed for displaying and selling Handicrafts
The e-mall service of Saudi Post:
• Serves all cities of Saudi Arabia• Some cities does not have major shopping
centers or products• Customers can pay for products with Credit
cards, government payment gateway (SADAD) or point of sale at SP office.
• Customers can go to Post offices if they don’t have internet connection in their homes.
• Sale of consumer products from Major Brands.• Sale of subscription services (clubs, TV
channels, sacrifices).• Charitable products (Home made products,
Traditional food).
• 65 stores and 5000 items displayed
• 1,400,000 USD sales in 2011• 3000 daily visits (20% growth
monthy)• More than 50,000 registered
clients
© UPU 2012 – All rights reserved
Agenda
Introduction
A. Concrete cases of postal e-services 1 E-communication 2 E-government 3 E-commerce4 E-finance
B- UPU E-services and E-commerce programs1 UPU digital action plan 2013-20162 International secure e-mail box3 .post: top level domain
© UPU 2012 – All rights reserved
E-Financial Services
Postepay pre-paid cards
Poste Italiane:
Poste Mobile• First postal company worldwide to become Mobile
virtual network operator with PosteMobile • In 3 years, Poste Mobile has achieved a record of
over 2.2 million SIM cards sold • 75% of customers are also using their mobile
phones to make payments and to transfer money (similar to Safaricom/M-PESA levels)
Postepay• Postepay prepaid card introduced in 2003• Most outstanding success in Poste Italiane’s recent
history • 7 million people use Postepay cards today• Allows for payments online and at POS and
withdrawals at ATMs
Poste Mobile Customers can: • Access their BancoPosta
accounts (postal savings) • Pay bills• Reload postepay prepaid cards• Send international remittances
through Moneygram • Top up mobile phones
© UPU 2012 – All rights reserved
Agenda
Introduction
A. Concrete cases of postal e-services 1 E-communication 2 E-government 3 E-commerce4 E-finance
B- UPU E-services and E-commerce programs1 UPU digital action plan 2013-20162 International secure e-mail box3 .post: top level domain
© UPU 2012 – All rights reserved
Measuring e-services
Postal electronic services are growing globally, but there is a divide between industrialized and developing countries
© UPU 2012 – All rights reserved
Postal E-Services (PES) development index
PES index shows that not all developing countries are behind
Link to UPU study: Measuring postal e-services
© UPU 2012 – All rights reserved2424
Innovation capability influences the development of postal e-services more than wealth does. The e-services strategy, management and profits are still not aligned
CorrelationPES index
PES index 1Log_GNI 0.64ICT regulation 0.70Innovation capability 0.79Trade barriers 0.4Telecom 0.69Human capital 0.47E-government 0.62Log_revenue 0.59
Factors influencing the PES index
Austria
Belarus
Brazil
Canada
Costa RicaCyprus
Germany
GreeceHungary
Italy
Kenya
Lithuania
Macao
Malta MexicoPoland
Republic of Korea
Russia
Saint Kitts and Nevis
SingaporeSlovakiaSouth Africa
SpainSweden & Denmark
Switzerland
Tonga
Tunisia
Turkey UK
USA
Uzbekistan-2
02
46
Post
al E
-ser
vice
s Pr
ovis
ion
Inde
x
10 15 20 25Operating revenue in 2008 (logarithm), SDR
PEP Index regression line
© UPU 2012 – All rights reserved
UPU – E-services and E–commerce Programs
• Standards • Regulations• Digital Divide
• Postal eID• E-customs• PREM • Postal email box• .post
• Market research• Online
communication • Training
• PPP• Technology transfer • Collaborative platforms
Resources and
partnerships
Knowledge Development
Interconnection
International e-services
Action plan 2013-2016
© UPU 2012 – All rights reserved
Agenda
Introduction
A. Concrete cases of postal e-services 1 E-communication 2 E-government 3 E-commerce4 E-finance
B- UPU E-services and E-commerce programs1 UPU digital action plan 2013-20162 International secure e-mail box3 .post: top level domain
© UPU 2012 – All rights reserved27
© UPU 2010 – All rights reserved27
International secure E-mail Box
It is a digital format of the secure and verifiable registered letter. International service provided by UPU to the UPU members, i.e. governments and designated postal organizations (DOs), as well as to other inter-governmental organizations.
Specifications‣ Authentication ‣ Signed messages‣ Encrypted transmission‣ Confirmation of reception
Possible applications‣ Governments: link embassies around the world‣ Postal operators: official trusted email addresses ‣ International Organizations: for secure communication
IntegrityNon-repudiabilityConfidentialityAuthentication
© UPU 2012 – All rights reserved
Agenda
Introduction
A. Concrete cases of postal e-services 1 E-communication 2 E-government 3 E-commerce4 E-finance
B- UPU E-services and E-commerce programs1 UPU digital action plan 2013-20162 International secure e-mail box3 .post: top level domain
© UPU 2012 – All rights reserved
December 2009
UPU signs the contract with ICANN to become the first United Nations Agency sponsor of a Top Level Domain on the internet
“Today is a historic moment where the virtual meets the real world of global network. Connect two worlds and see which innovations will come from all members, when you connect two networks new things can happen”
Rod Beckstrom, Chief Executive, ICANN
.post: Top level domain for the sector
Link to youtube video on .post
ITU expert on cyber-security
30© UPU 2011 – All rights reserved30
S ECURE
O PEN
C OMMUNICATION
I NTERCONNECTED
A PPLICATIONS
L ARGE NETWORK
.Video: .post: 2020 vision of a postal
platform
© UPU 2012 – All rights reserved
Thank you !
Conclusion
• Posts are innovating and diversifying to adapt to the needs of the information society
• Posts are key partners for governments to provide inclusive e-communication and e-government services
• Posts offer a universal platform for e-commerce, and for facilitating international trade
• UPU is supporting the development of secure, innovative postal electronic platforms in its 2013-2016 strategy