Australia Post is considering a modernisation plan that would involve the adoption of new technology systems and digital capabilities, such as self-serve kiosks located outside of post offices.
Despite digitalisation being blamed for declines in mail volumes and revenue, the plan acknowledges that it also presents opportunities for the organisation to adapt.
The government’s discussion paper suggests investing in digital infrastructure to improve customer experience and speed-to-service, including through the use of new and improved apps, online services, parcel lockers, and self-service vending machines.
The paper also recommends investing in customer experience and eCommerce services for business customers. Australia Post is already in the early stages of a point-of-sale modernisation project called POST+. The consultation period for the modernisation plan closes on April 27.