Most posts have traditionally offered some form of signature based service (Registered, Certified, Recorded), while these are reliable deliveries; they have historically been paper based systems that are expensive and fraught with inaccurate information from missing data.
What Role Does Technology Play?
With the lowering cost of rugged PDAs, improvements in wireless networks and the maturity of postal focused mobile workforce management software solutions, Posts can offer track and trace solutions which include real-time electronic proof of delivery via signature capture.
Combining the posts superior footprint and low cost of delivery with the implementation of a mobility solution Posts are in now in a position to offer premium products to their customers, and due to their large volumes, most likely still at the lowest price point.
In order to take advantage of the potential revenue opportunities is vitally important
The ability to effectively compete with other courier and express providers is vitally important as the traditional market volumes decrease and the ever increasing home shopping/delivery market continues to grow offering potential revenue opportunities for Posts.
By implementing a real-time mobility solution, Posts are lowering the cost of administering their traditional services while providing their customers with more accurate and timely information on the status of deliveries. In many cases, the increased level of service for signatures services has spurred a growth in the previously declining revenues of the Posts, especially in the only part of the market that is growing significantly – packet and parcel home delivery.
When proof of delivery and signature information is available from a mobility solution, Posts eliminate the need to compete forms and the resulting paperwork resulting in cost and labour reductions. . In addition, by making information available on a website, the posts are avoiding expensive customer service resources while meeting their customers' needs by providing instant visibility of the status of a delivery or collections.
Whilst increasing operational efficiencies and reducing costs are significant benefits of implementing mobile worker solutions, the ability to win and generate new revenue through the opportunities created from mobility solutions is a critical factor for posts.
Today, leading Posts are using mobility solutions to go beyond capturing information on existing collection and deliveries. By extending the number of higher margin services Posts deliver in the domestic market such as insurance, meter reading and newspaper delivery, this not only allows them to capture new revenue but allows them to position themselves to withstand competition.
These add-on services might include track and trace services to monitor and manage every stage of the delivery process from collection to the customer. With real-time track and trace capability a post can verify that deliveries are on the correct journey. At the point of delivery a signature is immediately available. This enables posts' customers to quickly and easily view the status of a letter or shipment online. Track and trace visibility can also show where the last mile is performing well and where areas need attention, enabling posts to focus on service and quality.
Cleary mobility solutions are having an impact on postal operators; Royal Mail has implemented a solution from Blackbay that eliminates the need for nearly a dozen forms, labels and manifests from its signature services. With millions of items a year travelling through Royal Mail’s recorded and signed for service, this presents an opportunity for substantial savings. The Royal Mail solution runs on Intermec CN3 mobile computers and is deployed to over 25,000 Royal Mail delivery vehicles. The solution enables Royal Mail to provide increased quality of service to customers by enabling them to view the status of their deliveries in real-time via Royal Mail’s web portal. It also helps Royal Mail to improve its efficiency and reduce operational costs by replacing its existing paper based tracking system with a real-time mobile solution.
Australia Post has been successful in growing revenues and volumes in the parcel market because it offers an efficient and yet cost effective alternative to private sector companies. Australia Post is now deploying its 3rd generation Blackbay mobility solution and has achieved significant business benefits from the implementation of the solution. Australia Post not only achieved improved customer service but net savings of AU$1million per annum through mobility, and through more efficient asset utilisation (such as facilities, drivers and vehicles), the operator achieved a net benefit of over AU$6million per year.