Transcript Briefing Paper - Strategia group

Re-Inventing the Post
The Trusted Intermediary
Product and Service Innovation
Vienna 2013
1. Context
2. Concept
3. Implementing
4. Future Value
The Postal Journey : Identifying and Meeting the Challenges
Leading Post have been successful in adapting to external change over the last decade. Digital switch and E-Commerce is
here. Continued core business efficiency will be necessary but not sufficient to maintain Posts value and financial position .
1990s
2000s
2010-20
Securing the Household Channel
Cost
Quality
Liberalisation
Competition
Corporate Models
Digitisation and Pull
Media Convergence
CRM & Billing Convergence
New Message and Logistics Systems
Maintenance of last decade programmes
Automation
Labour Process
Measure
Regulatory
Alignment
Commercial
Orientation
Mail Value Chain
3 Copyright: Strategia Group
Integration of digital and physical offering and support
convergence of process
Customisation with standard modules
Respond to pull, identity and media convergence
Post Strategic Choices
Traditional market definitions no longer align to customer needs and limit creativity. Post need to define future
ambition and road map
Potential Position
Traditional
Developed
Visionary
Last Mile
Core Post
Document
Manager
Transaction Comms
Enhanced Mail
Delivery
Bridge Post
Multi-Media
Intermediary
Market Comms.
Enhanced Mail
Delivery
Market
Maker
Data &Campaign
Management
USO
Enhanced Domestic
Integrator/ Partnership
USO Parcels
Home Delivery
E-Commerce Solutions
Heavy Freight
Cross Dock
TPL/FPL
Retail
Counters
Channels
Portals
Citizen
Counters
& Delivery
Web Post
Multi- Media
Service Provider
Transactions
Third Party
Banc Assurance
International.
_
Regional
Global
Solutions
_
_
Sector
Integrator
Malling Services
Letters
Express
Parcels
E-Commerce Solutions
Logistics
Counters
Financial Services
Growth
4
The Intermediary Opportunities
The Post has to renew the intermediary role and create new revenue streams. It needs to add value both between and
for the sender and receiver in an increasingly digital messaging environment. The key service drivers are trust, media
management and address and identity management. Opportunities are identified in a number of categories
Mailer Business Processes
• SCM,CRM,FPM
Document
Management
Intermediary
• Outsourcing of document management, mail processing &
mailrooms prior to entry into the Postal production system
Financial
Intermediary
• Development of wider role in financial services
TRUSTED PHYSICAL DIGITAL&
MOBILE PLATFORMS
Market
Communications
OUTSOURCING
SERVICES
Business
Communications
Transactional
Intermediary
Marketing
Intermediary
Logistics &
Fulfilment
DISTRIBUTION
Transactions &
Payments
Logistic
Intermediary
TRUSTED PHYSICAL DIGITAL &
MOBILE PLATFORMS
Citizen and
Government
Intermediary
Receivers Processes
• SCM,CRM,FPM
The Solution
Intermediary
• Provision of physical & electronic Infrastructure to provide
integrated multimedia messaging services and outsourcing
of customer business processes in transactional &
administrative data communication utilising the capacity to
span physical and electronic systems leveraging the trust
brand and creating economies of scale or users
• Provision of physical & electronic infrastructure to provide
integrated multimedia messaging services and outsourcing
of customer business processes in Direct Marketing
Communication
• Development of positions in the goods delivery market
ranging from ecommerce solutions warehousing and
fulfillment through to international express and third part y
logistics services
• Development of electronic counter services and platforms .
Which can be used for both Government and commercial
services which efficiently create services to increase the
efficiency of transactions between Government and the
population
• Development of integrated solutions based on integration of
message goods and financial flows physical and electronic
intermediation and the trust brand
5
Postal Intermediary: Transactional Communication
The core of Postal revenues has been in B2C transactional communication . Pull based portal messaging system are an
increasing threat to these communication flows. Innovation in these areas is core to revenue protection
Integration
Document
Services
Trust
Services
Message
Management
Message
Distribution
Intelligent Mail
Mail Room Outsourcing
Forms Hosting
Print Management
@post secure mail
@ Post Integration with
ERP
Document Management
Electronic Post Mark
Volume Hybrid
E- Archive
Document Imaging
Records Management
PC-Hybrid
Consumer Delivery
Preference
Secure Trust Messaging
Communities
Multimedia preference
aggregated messaging
portal
Physical Mail Systems
Trust Services
Electronic Identity (eID)
EBPP
Content Rights
Management
EDI
Outsourced Management
of Transactional Portals
Invoice and Payroll
Outsourcing
6 Copyright: Strategia Group
Postal Intermediary : Direct Marketing
Post have both an opportunity and a requirement to drive direct mail .Critical factors will be data availability and management,
media integration demonstrable campaign ROIs and simplifying campaign creation to increase use by application and customer
group.
Identify
Groups
Build &
Manage
Data
Create
Campaigns
Manage
Multimedia
Campaigns
Produce
Distribute
List Brokerage
&
Procurement
Single
Customer
Database
Administration
Unaddressed
Direct Mail
Planning
System
Mailing List
Preparation
Geo-Marketing
Effective
Measurement
Campaign
Media
Selection
Address
Cleaning &
Verification
GeoDemographic
Data
Administration
& Processing
Campaign
Planning
Outsourcing
Print On
Demand
Day Certain
In-House
Permission
Marketing
List
Enhancement
Database
Building &
Warehousing
Campaign
Management
DM Aspects of
Mailroom
Outsourcing
Bulk EMessage
Distribution
E-Mail
Campaign
Outsourcing
Campaign
Response
Services
Multi-Channel
Address
Services
Data Mining
Outsourcing
Telemarketing
Campaign
Management
Outbound
Telemarketing
E-Coupons
Promotions/
Incentives
Campaign
Response
Analysis
International
List Services
Unaddressed
Addressed
Multi-Channel
Message
Distribution
Permission
Marketing
Reply Coupons
DM Portal
Inbound
Telemarketing
CD/DVD
Catalogue
integrated to
Postal Logistics
Campaign
Response
Design
Respond
Customer
Loyalty Mgt
Trusted Intermediary : e-Commerce Innovation :
E-Commerce Providers – Services for Consumers
Information
Trust
Personalisation
Transaction
Delivery
After Sales
Local
Directories
Comparison
Portals
E- Buyer Delivery
Preferences
Integration into key eCommerce Sites
Standard
Service to promise
Service Logistics
Classified Sites
Exclusivity
Permission Marketing
Payment Management
Customised Delivery
Returns
On Line-Offline
Integration
Trust
Portals
Personalised
Search
Own Catalogues
Shipping Tools and
Management
Response Management
Multiple Value
Portals
Integration in to e-box
solutions
Shipping Account
Integrated
Solutions
Integrated Physical DM
Integration
Shared E-Commerce
Warehousing
Delivery
Returns Recalls
Recycling
Integration into Key
Sites
Digital DM
Re-Seller Partner
Shipping Management
Service Logistics
Contact and
Engagement Centres
CRM
Own Web Store Hosted
Service
Dedicated Value
Added Warehousing
Campaign Management
Agency
APP and Social Media
Stores
TPL
Standalone Payments
Solutions &
Integration
Marketing
Web Store
Fulfilment &Logistics
E-Commerce Providers – Services for Merchants
Distribution
Management
Customer Manager
Postal Intermediary : E- Government
Government remains a major customer to the Postal sector. Building solutions to support digital Government
Identification
Information
Management
Government
Services
Voting
• Electronic Identify for
Government
• Outsourced Integrated
Access to Multiple
Government Portals
• Localized community based
portals
• Electronic Voting
• E Post office
•Life time Address
• Secure Mail Box-Infra grade
•Dot. Post
• Intra Government
Workflows and Document
Management
• Licensing
• Electoral Register
Management
• Government Search
Links+ Portals
•Health
•Outsourced Government
IT Administration
•Tax and Benefits
• Outsourced Trust
communities
•Passports
• Outsourcing Archiving
and Document
Management
•Legal/Courts
9 Copyright: Strategia Group
9
Posts - Solution Oriented Strategy
Some Posts have made a strategic decision to develop integrated information logistics and logistic solutions focused on
specific customer segments and business processes.
Customer Segments
Media
Production
Trade
Services
e Welfare
, e Health,
e Govt.
Customer Processes
Service Fulfilment
Order - Cash
Purchase - Pay
Catalogue
Sales and
eCommerce
CRM
SCM
Public
Print Media
Distribution
Material
Management
Retail &
Wholesale
Logistics
Accounting &
Finance
Marketing
Postal Solutions: Examples
Posts are now developing solution concepts more fully.
Process Orientated
Document Processing
• Print Management
• Print
• Archive
• Scan
• Database Management
Administrative Flows
• Invoice and Order
• Payroll Management
• Advoice
• Online Billing
Secure Messaging Environments
• Portals
• Preference
Supply Chain Management
• Branch and Customer Solutions using
variety of 3PL tools
• E-Commerce web platforms and
fulfilment platforms
Customer Orientated
Distance Selling
• Cycle Form Identification to Fulfilment
and Response Management
Government
• Voting
• Archives
• Workflow
• Portals
Small Business
• Cycle Form Identification to Fulfilment
and Response Management
• Create the access and Infrastructure
• Integrate with Core Administrative
Packages
• Build Direct SME Portal rich DM features
• Build Stand alone Services
• Integrate into packages
Summary
•
Efficient core operating platform aligned to products and regulation critical but not sufficient
for future growth
•
The Post has always been an intermediary linking business consumer citizens and
governments in commerce and communication
•
The Trusted Intermediary
• Concept builds and develops this historic role
• A vision to communicate of future purpose to stakeholder
• Creates a logical structure to define innovation opportunity
• Customer and Market need focused
• Rational model which encourages creativity around value chain and platform
diversification and business process integration
Thank you
Questions………
Adrian King
Strategia Group
[email protected]
+44 7796 308618