CSR Coups de Coeur Awards - Economy

The Netherlands

PostNL’s Letter Aid

PostNL has developed the Letter Aid service because 1 in 7 people who receive our mail experience stress to understand the content. We strive to be everyone’s favourite delivery service and believe it’s crucial to minimise the stress from not understanding a letter’s contents. We can help to make the message better understood.

We developed a new service where recipients open the PostNL app, take a photo of the letter, the content is translated from image to text. Using AI technology, it generates a simplified (and optionally translated) version that can be read aloud. This helps individuals with low literacy skills handle their mail independently.

This service supports society and our employees by ensuring everyone can better participate and communicate effectively. Through innovative technology and inclusivity, PostNL aims to make every interaction positive.