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Presented by Giandev Moteea
Chief Executive Officer
17 April 2011 1
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More than just letters…..
• 240 years of postal services in 2012 (1772 -2012)
• Before 2003: A government department
• Since 2003: Corporatised with government as majority shareholder and operating as the national Designated Postal Operator
• 1150 employees
• 114 post offices – The largest distribution network in Mauritius ( Incl. 5 Post Offices Rodrigues and 1 in Agalega)
• Positioned today as a Community Hub and a Smart Shop offering a wide array of services & ease of access to customers
• Postal Density 11,000 inhabitants : 1 post office
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Door-to-door mail delivery services with D+1 85%
97 % home delivery of mail (3% in PO Box)
44.2M domestic letter post items delivered in 2010
7.8M international letter post ( receipt and dispatched) in 2010
Delivered 35,000 EMS shipments & Parcels in 2010
More than 65 postal, electronic and financial products and services
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Postal Financial Retail
(Post Shop)
Internet Access
Letter Mail
Utility Payments
Bureau Services
(Photocopy ,Binding,
Laminating)
Corporate
Parcels & Small Packet
Pick-Up & Delivery
EMS
Direct Mail
Basic Banking
Mobile Top Up Services
Unaddressed Mail
E-money transfer
( Domestic)
Philately &Museum
Philatelic Bureau
Postal Museum &
Shop
E-Post
E-Commerce Money
Transfer
registered Email services*
Post Assurance
Courier
Franking
FEDEX Drop Centre
E-Commerce & online Payment
Agency Payment
Collections
International Money
Transfer*
Ordering of Textbook Service
Payment of Vehicle Road Tax,
Parking fines, Pensions
*NEW services in the pipeline 5
EMS Corporate
Personalized & Secured Delivery Self service
ATM Machine
Alliance with DHL
OPERATIONAL
EXCELLENCE
BUSINESS
TRANSFORMATION
•Become a Market focused company/branding
•Close to customers
•Segmented approach/corporate/government partner
•Be relevant to customers/market
•Training/Development
•Revenue growth
•Empowering branches to manage
own P&L
•Cost-Control
•Process Improvement
•Banking/Insurance/Investment
•Services/Instruments
•Partnership /Alliances
•High value added services
•Technology Driven
•E-Post services development/e-commerce
•/Electronic mail integration
•Reposition Post from a trusted party in mail exchange
to a trusted party in information exchange
•Ethical Management
•Sound procurement
•Practices and control management
•Compliances
•Human Capital
Development
•Business restructuring
•Corporate Governance
•Organizational design
•High performance
organization
FLAWLESS
CORPORATE
GOVERNANCE
ELECTRONIC/E-POST
SERVICES
FINANCIAL/SELF
SUSTAINABILITY
MARKETING/
CUSTOMER FOCUS
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The Mauritius Post Ltd.
Highway to success
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Building e-commerce capabilities on the
strengths of the post
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• Post already has the trust of customers and vendors
• Enables buyers and sellers to exchange physical goods and effect
payment electronically and otherwise
• Best knowledge of the territory’s ‘last mile’ to deliver to buyers
• Can provide sellers with cost-effective ‘first mile ‘pickup service
• Provide online sellers shipment facilities to 660,000 postal
access points across in 191 UPU countries
• SADC Market: A regional opportunity for reaching
18M internet customers and 200 M customers
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Some successful examples among others:
Cessidee Ltd: a pioneer online shop shipped 3,740 packets since
April 2010 for international e-commerce orders
• Bois Cheri Tea Co. Ltd
• SMEs
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The Mauritius Post strategy for SMEs
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• Sign an MOU with the SMEDA ( Small and Medium Enterprises
Development Authority) to provide a one-stop shop to SMEs for
offering:
• Turnkey e-commerce solutions : Web hosting and webpage design,
warehousing, online payment solution , conveyancing and other logistics
• Preferential entry point tariffs for inland and foreign courier shipments
• Fast Track Facilities for a wide range of services e.g. Postal ,Courier,
Financial , Insurance, e- services ( e.g .e-money transfer), Marketing
Support Services ( Direct Mail incl. design and printing of brochures.)
• Participation in Information Campaigns to SMEs together with SMEDA
• Communications of SME online shops products on the web as well
through social media
• Open Days & Promotions of products in Post Offices
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Presentation of MPL services to SMEs during Information Campaign
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Presentation of MPL services to SMEs during Information Campaign
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Creating a new market space for SMEs & Retailers
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Orders,
Payment &
Delivery &
After sales
Webhosting
Web Page
Design
Warehousing
OnlinePayment
Solution
Logistics
Support
Collection &
Posting of
Packet/Parcel
Dispatch Airport
Parcels Outbound Summary
1. 2. 3. 4.
5.
Receipt of
Posting issued
Items sorted / consolidated
Dispatch to O/E
• Appropriate scanning of Bar Code effected at
different control points
• Inputs in International Postal System ( IPS)
• Full Track & Trace facility available on our
website as well as on IPS website
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Offering affordable and reliable solutions for:
• Pick-up and delivery via its extended network
• Web hosting of online shops
• Warehousing & Packaging
• Online Ordering and Payment
• Vendor support ( Order management)
• Customer service ( returns /after sales)
• Security, Tracking and Tracing of shipments
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• Increase volume of shipment and parcels to
compensate falling volume of physical mail
• Capacity for strong differentiation from other e-
commerce service providers by offering an integrated
end-to-end service
• Attract new customer segments (youth, young adults,
expatriates) with online offers
• Create an innovative online presence on the web
• Develop online services and increase trade among
countries
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• Quality of ICT infrastructure /Broadband Internet connectivity
• Robust and flexible e-commerce platform
• Ease of use of online shop ( search, order & pay)
• Genuine products
• Excellent customer service ( Queries, Alerts, Returns)
• Reliable Pick-up & delivery services
• Track & Trace services for shipments
• Customs: Harmonised customs procedures ( for regional
exchanges)
• Legal framework and cross border exchanges ( e.g. Regional
Parcel system promoted by SAPOA)
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• Piracy ( Counterfeit products)
• Fear of fraud ( Identity theft for payment)
• Resistance to adopt online shopping behaviour
• Level of internet penetration and use of ICT penetration
• Inconsistent custom handling costs and procedures
• Inefficiency of postal networks and poor delivery
performance
•
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• Reengineering of the parcel Post Office
• Reinforcing security
• Streamlining work flow and processing
• Web hosting of online shops
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• Reengineering of the parcel Post Office
• Reinforcing security
• Streamlining work flow and processing
• Web hosting of online shops
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• A humble and simple Case-Study being piloted by
Mauritius Post bearing in mind that on going
reengineering of processes would be needed to support
future developments of the e-commerce business
For example:
• Reengineering of the Parcel Post Office (PPO)
• Reinforcing security
• Streamlining work flow and reduce processing time
• IT based work flow
• E- communication platform ( SMS, Email and e -notification)
• Continuous improvement of service value chain
• Enhancing customer experience at PPO
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