Transcript Document

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Taking Care of
Business
Innovation @ Canada Post
Taking Care of Business – December 2004
Agenda
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• Canada Post Today
• Taking Care of Business Challenges
• How We’re Enabling Change
• Creating Value for Our Customers
 Solutions for Improving Service Delivery
Taking Care of Business – December 2004
Canada Post Today - Profile
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•
•
•
•
C$6.2B organization
66K employees
13.7M points of call
Businesses and Consumers
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10B mail pieces annually
22 major processing plants
24K points of access
6K vehicles
Canada Post
Innovapost
Purolator
www.epost.ca
Taking Care of Business – December 2004
Intelcom
Courrier
Progistix
Border Free
Assured
Logistics
Canada Post Today - Revenue
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Canada Post
Group of Companies
Postal Services
$5.03 Billion
Overnight Courier
$1.05 Billion
Other
$69 Million
Logistics
$110 Million
Taking Care of Business – December 2004
Source: 2002 Annual Report
Our Challenges
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• Growing service delivery expectations
• Declining mail network economics
 Lettermail volumes declining: 1–5%/yr
 Network getting larger: 175,000 new addresses/yr
 12% decline in revenue per address
• Continued focus on cost management
• Increased pressure for openness and accessibility
• Demand for new technology, without risking security
• Openness to new models of collaboration
Taking Care of Business – December 2004
Government Challenges
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How do we …….
• Improve Reach and Speed of Public Communications
• Increase Access to Government Services
• Support Two-Way Multi-Channel Communication
• Enhance Secure Document Distribution
• Support the Transition to eGovernment
• Simplify Document Management
• Enhance Our Mailroom Operations
• Optimize Regional and Local Office Connectivity
• Reduce fraud and theft
Taking Care of Business – December 2004
Responding to Customers
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Providing Services Across Multiple Channels
• Improving Customer Satisfaction
– Introduced first point of contact resolution

86% of customer inquiries resolved at first point
• Channel Evolution
– Meeting customer interests for online channel:
12,100 customers ordering products and services
 16,000 commercial customers using Electronic Shipping Tools
 1,700 retail outlets ordering inventory
 9,700 commercial customers managing their accounts
 11,000 procurement shopping baskets created electronically each month
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– Moving customers to automated voice response
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46% of customers answered with self-serve IVR (used to be 8%)
– Moving 1,000 retail outlets to pre-authorized payment
– canadapost.ca website responds to 17 million unique visitors per
year growing at a rate of over 60% year over year and is ranked
7th among Canadian business sites
Taking Care of Business – December 2004
Responding to Customers:
eSignature
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Objective: To Improve Customer Service and Reduce
Signature Capture And Data Entry Costs
Challenge: Next day availability of information from
40,000 documents originating in > 6000
locations and handled by > 30,000 people.
• Leverage existing scanning technology
– use of the right tool for the right
task
• Leverage the new Supply Chain functionality of
SAP – Event Manager
– more than tracking and tracing
• Enhance delivery information to the
Customer – Next Day availability
Taking Care of Business – December 2004
eSignature – Customer Access
• eSignature gives customers
proof of delivery with a
signature.
• eSignature has 3 methods of
access – via the corporate
website, the Online Business
Centre and through
Customer Service
Taking Care of Business – December 2004
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eSignature
– Process Re-engineering
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Yesterday
Successful/Attempted
Day 1
by noon
Printed Name
Day 2
by noon
Signature/Hardcopy
Day 4 +
TODAY
•Successful/Attempted
•Printed Name
•Signature/Hardcopy
Our customer-facing improvements have resulted
in lower internal cost and higher quality.
Taking Care of Business – December 2004
Responding to Customers:
Canadians On The Move
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Our challenge – connecting 40 million items/day with
35 million Canadians in 14 million locations
Canadians have told us …
- They want the convenience of a one-stop service for all
address changes and are willing to receive service offerings
aimed at simplifying the moving experience
Business, Organizations & Government has told us…
- Need timely, accurate, authenticated address
changes/updates – and would like to communicate with
movers, to offer services to simplify the moving experience
- Have already created consolidation portals to facilitate
address changes to numerous departments at the same time
Taking Care of Business – December 2004
Canadians On The Move
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• Canada Post is the primary destination for
movers
 over 70% of households notify Canada Post each year
• Our multi-channel response – the electronic
Change of Address Portal connects with movers
• We have a vested interest in maintaining the
integrity of the Canadian address database.
Taking Care of Business – December 2004
The Canada Post Mover’s Portal
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The “Movers Portal”
Authenticated
Citizen/Business
completes the
Change of Address
transaction on the
new Movers Portal
Taking Care of Business – December 2004
Citizen/Business
completes check list of
government agencies and
businesses for CPC to
notify and is presented
with a unique page for
each selection
File is sent to the
identified mailer
with name, old/new
address, unique
identifier, and any
special requests
Responding to Small Business
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BUSINESS MARKET
Enterprise Customers – Sector:
5,000
Mid Market Customers:
>300,000
Small Business Customers:
>1.5 M
Taking Care of Business – December 2004
* Number of Customers
Listening to Small Business
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Small Businesses want:
 Simplicity
easy-to-use and easy-to-buy services.
 Efficiency
streamlined business products.
 Reliability
consistent supplier experience.
 Choice
convenient points of access & product range.
 Savings
savings of time and money.
 Dedication
relevant suppliers, not partners.
 Benefits
value-added resource extensions.
Note: These are not points of competitive differentiation,
they are expectations.
Taking Care of Business – December 2004
Win-Win
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For Canada Post
For the Customer

It’s instant recognition
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It’s credible
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It’s valuable
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Improved customer
satisfaction
Enhances customer loyalty
Multi-channel services
Market intelligence
Direct customer channel
Flexible program
Tool for co-op marketing
Generates new business
For Partners
Channel to reach small business
 Provides co-op marketing opportunities
 Provides market intelligence

Taking Care of Business – December 2004
Communications Value Chain
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Today converting SENDER responses into information and action is long and
highly fragmented; a mix of internal and external activities, physical and
electronic operations, diverse technology, and commoditized services.
Data
Conversion
Print
Telephone
Electronic
Mail
Answer
Conversion
Data
Response
CAPTURE
SORT /
OPEN
IMAGE
DELIVER
CAPTURE
Scanners and
Document
Capture Software
DATA
ARCHIVE
Data Capture
Software
DESTROY
Order
Fulfillment
FULFILL
REMITTANCE
PROCESSING
Remittance Processing
Taking Care of Business – December 2004
Document
Management
Digital Response Mail
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• Current BRM processes can take 4+ weeks
~3 days

BRM induction
to
collection
~1 week
client
processing by
~2-3 weeks
fulfillment handling
customer receipt
• Future potential – 1 day

BRM induction
CPC Digital Response Mail Service
1 day
Customer receives item next day
Responsiveness Increases Customer Satisfaction
Taking Care of Business – December 2004
Canada Post is a Trusted
Service Provider
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Do Canadians perceive Canada Post as a
trusted organization and along what
dimensions?
• 94% of Canadians trust Canada Post
• Canadians trust Canada Post because we
provide reliability, verification, recourse, and
lack any vested interest in the transaction
Taking Care of Business – December 2004
What Does Trust Mean
Online?
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Does the trust factor associated with Canada
Post in the real world translate to online?
• 63% of Canadians agree with the statement that
“Canada Post has a role in protecting information
sent and received online just like the role it plays
today in protecting the information in my physical
mail.”
 “I am more likely to use an online service if
Canada Post was a partner in the service” 54%
agree
 “Some online transactions require independent
verification that they occurred and Canada Post
has the experience to provide this” 53% agree
Taking Care of Business – December 2004
New Online Trusted Services
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Electronic Document Presentment and
Payment
• Also known as e-billing or EBPP (electronic bill
presentment and payment)
• EDPP services allow consumers to receive,
view, pay, manage, and store their bills and
other critical documents online
 For municipalities these include:
- Hydro, Water, Property Tax, Business
Tax, and Licensing
Taking Care of Business – December 2004
New Online Trusted Services
- epost
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epost provides an expanding document delivery network that
connect Canadian business and consumers at a range of secure
online locations
One-time registration for any user
Permanent, web-based location that is not dependent on a
specific banking relationship, ISP or physical address
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enables universal access via epost homepage, Canadian
Financial Institutions & personal financial software
provides 24/7 customer care to manage registration process,
username and password inquiries
Digital Postmark - offers secure system and mailbox - distinct
from email, e-courier and any other e-service
Taking Care of Business – December 2004
epost Evolution
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• Consolidated EDPP content in Canada previously fragmented
between two services:
epost: Online “postal” model
webdoxs: On-line “banking” model
• Services divided Mailer and Consumer communities
– Consumer: epost 35%; webdoxs 65%
– Mailer/Biller: epost 55%; webdoxs 45%
• This fragmentation was significantly impeding further EDPP
adoption by Canadian businesses and consumers
– Limiting value and return on investment for stakeholders
• Choice was to negotiate some “union” between the services to
increase the market viability of each
Taking Care of Business – December 2004
epost Will Form a Single EDPP
Service
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• On July 8, 2004, epost acquired the BCE Emergis
webdoxs service and will combine it with the epost
service to form one of the most complete EDPP
services in the world
 100 of Canada’s largest Mailers/Billers will be
delivering over 200 distinct documents
 epost consumer usage is forecast to grow from more
than 1 million users to 4.5 million users over five years
 Seamless integration with every Tier 1 FI Web banking
platform in Canada – 10 million potential customers
Taking Care of Business – December 2004
New Online Trust Services
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• Digital Commerce can remove the inefficiencies
inherent in today’s paper-based transactions for
signing and approvals
• Technology companies are building the platforms
to facilitate digital commerce
• Governments and organizations are moving to
develop the policy and legal framework for
digital commerce
But, a gap remains…who will store the information
as an impartial 3rd party and provide a time stamp to
satisfy PIPEDA document retention periods?
Taking Care of Business – December 2004
The Electronic Postmark fills
the Gap
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An Electronic PostMark provides evidence of:
• Who signed the document / transaction
• What was signed
• When it was signed
• Plus Storage and Archival of this evidence for as
many years as required
Taking Care of Business – December 2004
The Electronic Postmark Fills
the Gap
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• Global application vendors need a universal way to support
trusted digital signatures and time stamps in their
applications.
• With Universal Postal Union’s Electronic Postmark standard,
application vendors can program to one interface that has
significance worldwide.
• Right now the only alternative is for separate developments
for each country – this is expensive in long term
• Electronic Postmarking will be an integrated component of the
popular Microsoft Office and Adobe applications to produce
ease of access and worldwide service reach
Taking Care of Business – December 2004
Screen Shot of EPM and Word
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Postal Brand on All Desktops
• For any document, form or “piece of
electronic paper” – non-repudiation is
applied in the form of a “PostMark”
that also seals the document
• Once applied, the item is sealed as if
it were in the mail – it cannot be
tampered or corrected without trace
• And it is printed with the document to
provide proof in paper form as well.
• Cross Border Signing can be
supported!
Taking Care of Business – December 2004
User Experience – UPU EPM
for Microsoft Outlook
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• Postal branding
• Proof of existence at a point in
time
• Proof of transport (sending
and receiving)
• Electronic and physical
evidence – better than a
signature
• Can be MIME extension or an
EPM attachment
• Can have a “universal viewer”
that works with non-outlook
mail clients
Taking Care of Business – December 2004
Canada Post
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• We are continuing to re-engineer our business processes to
improve on our delivery of services, to create more value in a multichannel, demanding environment.
• Given the important role that mail and electronic channels play in
servicing businesses and citizens, we are committed to providing
increasing value throughout the value chain:
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Leveraging our Business Process Re-engineering
experiences
Growing value through integrated, multi-channel services
and solutions
Reaching Canadian Small Businesses
Growing interactive Mail Capabilities that can become
powerful tools in the delivery of services
Applying the Right Tools to achieve the Right Result
Taking Care of Business – December 2004
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CPC - A Trusted Partner in Public
Sector Service Delivery
Taking Care of Business – December 2004
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Taking Care of Business – December 2004