Innovation Award

France

Digital Transformation of Post Offices

Since 2021, La Poste has been facing a decrease in office traffic, accompanied by a downward trend in the volume of mail exchanged at national and international level. To consider this new paradigm, our Digital Transformation program has been allocated an exceptional investment of 90 million euros over 4 years in order to digitize our postal and banking processes, bring new services to customers and employees and modernize our information system. All these challenges meet two main objectives: satisfy customers by transforming the Post Office experience to generate the desire of coming back, drive traffic and provide digital comfort for our employees, enabling them to concentrate on value added tasks.

What we deliver is shaking up the daily lives of operational staff, will bring a cultural shift and an in-depth rethinking of operational practices and customer journeys. Over the next 4 years, we aim at revolutionizing current practices providing new value-generating functionalities for customers. To get to the heart of the matter, improving our customer experience is done through:

Live Events, a new way to reach a wide audience presenting biggest evolutions.

An Appointment Booking Solution offering our customers the possibility of making appointments at theirconvenience. We are committed to simplify their journey, reduce their waiting time and personalizetheir experience.

The 360° Customer Knowledge stream makes it possible: the Counter Staff have access, through EspaceCo 3.0 on a computer and Smartéo on their smartphone, to customer related cross notifications. They also have access tothe Individual Client File with real-time updates.

A “Digital Champion” was designed to better support our customers and employees in the use of digital tools.More than 1,800 Counter Staff are digital champions.

To confirm the relevance of our change management approach, we decidedto organize a listening campaign on end users;givingustheopportunitytoidentify areas for improvement, implementappropriate action plans and acquire more knowledge.

Getting to know and knowing our customers is very importantto us. We aim at offering the rightservices to our clients, not only togenerate incomes, but also to respond to their needs and evenanticipate them.
We improve employee experience: the Counter Staff benefits from a better understanding of the usesand functionalities of the Smartphone (with illustrated use cases)via tips displayed on the mobile terminal “Tips onSmartéo”,maximizing the use of new features.

To improve processes and efficiency via digitization of paper processes, we have worked alongside ThePostal Bank to digitize and dematerialize cash withdrawals and deposits (Digitalisationof SF35),todispose of the paper version of “LivretA”; primarily to evolve but also to meet customer needs.