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Business control center The structure and activities of Poste Italiane's technological campus.

The Business Control Centre (BCC), located at corporate headquarters, uses an integrated service delivery model to control Poste Italiane's business processes.

The Centre handles four basis tasks:
  • 24x7 real time monitoring of the services delivered by Poste Italiane;
  • Protecting the security of customers inside post offices and employees at all places of work;
  • Combating fraud and cyber crime;
  • Trials and testing of new company services.
The Business Control Centre incorporates nine control rooms that deploy cutting edge applications and tools to monitor the workings of the logistics/postal network, service delivery and the integrity of digital communications with customers.

The Business Control Centre oversees an articulated multichannel infrastructure which guarantees the quality of Poste Italiane services and serves the public, business and local government in furthering the modernization and growth of the country.

The Business Control Centre is the new frontier for services targeted at business and local government: a generator of ideas that focuses the best of Poste Italiane's technological, professional, logistics and infrastructure resources to design and realize tailored enterprise solutions.

The Business Control Centre is a business accelerator: an environment in which firms can develop their activities, play an active part in the inexorable march towards the digitalized economy, use the latest, most advanced services and multiply their opportunities. In this increasingly digital world, where brick and mortar shops are being replaced by online stores and electronic and digital payments, the Business Control Centre is a point of reference and indispensable partner for any company that is looking to secure a new, effective, successful future.

The Business Control Centre is a showroom that is always open for dialogue and exchange where companies can experience firsthand the latest technological developments and learn about the processes which enable product digitalization. A forum for discussion where Poste Italiane and its customers meet to promote, improve and create new services.
Performs real time monitoring of the logistics chain and postal delivery status at all stages of the process.

The figures:
  • 431 million registered and insured items per year
  • 3.8 billion ordinary postal deliveries per year
  • 4,000 trucks
  • 7 aircraft making 9 flights per day
  • 36,500 postal delivery workers, of whom 26,400 carry a POS terminal

Poste Italiane runs Italy’s Universal Postal Service, which means that it is committed to providing the most reliable and transparent service possible.

The Logistic Control Room (LCR) is responsible for monitoring each stage of the mail delivery process and ensuring fast delivery times, punctuality and compliance with the agreed levels of service.
Performs real time monitoring of the logistics chain and of the parcel delivery status at every stage of the process.

The figures:
  • 230,000 parcels handled per day
  • 19 Automated Postal Centres
  • 3 SDA hubs with automated sorting systems

The Parcels Control Room (PCR) can trace the entire delivery process of each individual parcel, from collection at a Post Office to arrival at SDA branches and the automated sorting centres (CMP) responsible for completing the delivery.
Customers can use the online “Delivery status check” service to track their parcel’s progress step by step.
Guarantees real time monitoring of Poste Italiane’s technological and service infrastructures to ensure an uninterrupted service for customers.

The figures:
  • 190 different types of services and 50 million transactions a day
  • 13,000 Post Office branches
  • 7,000 Postamat ATM machines

The Service Control Room performs 24/7 end-to-end monitoring of the services provided by Poste Italiane via its ICT infrastructure. Its mission is to ensure continuity of all services by acting promptly and wherever possible preventing the occurrence of faults and outages.
Prevents and combats financial product-related computer fraud. Guarantees the physical safety of employees and customers on Group premises.

The figures:
  • over 15 billion Euros per year in financial transactions
  • 60,000 security cameras
  • 500,000 security sensors

The Security Room monitors the security of financial transactions and the physical safety of customers and employees on company premises. Through a Fraud Management activity, the SEC identifies and combats all fraud attempts that occur online or at Post Offices. Its methods include identifying fraudsters at Post Office counters, blocking suspicious operations (and placing perpetrators on an internal blacklist), monitoring risky new activations (cards and accounts), checking access to the Company’s website and monitoring home banking transactions.

Using an effective anti-phishing platform, it identifies Poste Italiane clone websites worldwide and takes immediate action to have the fraudulent websites closed down.

The Security Room also houses a physical security centre which uses a complex video surveillance system to constantly monitor Post Office branches, detect critical situations or attempted thefts or robberies and if necessary alert the police.
Carries out real time surveillance and organises maintenance work on the Group’s properties.

The figures:
  • 16,000 managed properties
  • 1.1 million scheduled maintenance operations per year
  • 1.1 million euro saved in 2013

La Real Estate Control Room monitors Post Offices (whether owned or rented), management offices, automated sorting centres and data centres. It plans and implements ordinary and emergency maintenance work, identifies malfunctions and assesses the level of service provided by the Facility Management maintenance staff.

This room has the following functions:
  • to maintain suitable environmental conditions for staff and customers at Post Offices and on all the Group’s premises;
  • to monitor systems and ambient conditions so as to save energy and optimise operating costs: the OCE (Energy Containment Optimisation) system has an alarm function that alerts the Real Estate Room to any system faults (e.g. preset temperature limits exceeded);
  • to reduce wastage and pollutant emissions for the benefit of the environment.
Oversees customer services through real time monitoring of operations of Post Office branches, back offices and call centres.

The figures:
  • 13,000 Post Office branches
  • 7,000 Postamat ATM machines
  • 60,000 Post Office branch staff
  • 1,600 call centre operators

The Business Control Room’s function is to constantly monitor the services provided by Post Office branches, back offices and call centres so as to maintain the high quality of the services.

In particular, it monitors:
  • operation and management of the distribution network (counter operations; ATM operation and availability; traffic and average waiting times at Post Office branches);
  • sales performance (meeting consultancy room targets; new product launches);
  • telephone support provided by call centres to customers and Post Office branch staff.

Operations monitoring allows for improved workload distribution, ensuring shorter customer waiting times, continuous call centre support and constant availability of consultancy room staff.
Provides demonstration sessions and training activities for the technology services offered by the Company.

Sportello Amico (“Friendly Counter”) services (eGov services which Poste Italiane provides on a delegated basis to support the Public Administration in its relations with citizens).
  • registry certificates
  • land registry certificates
  • payment of healthcare charges
  • payment of local taxes
  • INPS (National Social Security Institute) pension certificates
  • certificates of habitual residence
  • issue of residence permits

Health Services
  • PostaCheckUp
  • PosteSalute

Documentation Systems
  • Digital Time and Date Certification
  • Electronic invoicing
  • Digital dossier

Mobile Payment
  • NFC-Payments
  • NFC-Trasports

The Demo Room provides demonstrations of the innovative services offered by Poste Italiane to its business customers.
Performs functional tests on the usability and graphical interfaces of Poste Italiane’s apps and online services.
 
The figures:
  • 9.8 million customers registered with poste.it

The Internet Lab team’s mission is to test the usability and the graphical interface of the Web services and apps. These tests ensure intuitive, secure and easy-to-use customer services.

In particular, tests are performed on:
  • financial services (making payments, consulting accounts, recharging Postepay cards and mobile phones, requesting loans, making international money transfers, etc.);
  • postal services (sending telegrams, priority and registered letters, setting up Certified Email, etc.);
  • citizen services (paying healthcare charges, applying for health cards, collecting medical test results, paying local taxes, etc.);
  • mobile apps (App Postepay, App Bollettino, App Risparmio Postale, App Sconti BancoPosta, App Conto BancoPosta, App PosteID, App Servizi Postali, App saluti&foto).
Oversees the security of Poste Italiane’s computer infrastructures and data.

The CERT (Computer Emergency Response Team) testifies to the level of excellence achieved by Poste Italiane in the field of computer security. Unique in Italy, its mission is to provide an integrated response to IT risk, computer crime and cyber incidents.

Its main activities are:
  • Security Information Sharing: collaboration and information exchange with CERTs from other countries, Italian law enforcement agencies and the institutions to combat suspected cyber attacks;
  • InfoSecRisk Management: surveying and protection of Poste Italiane’s information assets; mapping of new services and their supporting technologies; determining the security requirements needed to reduce the level of exposure to potential threats (internal or external);
  • Security Monitoring:verifies the reachability of Poste Italiane’s websites, identifies content linked to its information assets and analyses traffic to and from the Internet so as to detect cyber attacks, including those on cloud computing systems. The Mobile Application SecurityMonitoring unit controls all Poste Italiane’s official applications in order to detect and block any app clones that might compromise the security of mobile services.
The CERT also has a Cyber Lab responsible for analysing the propagation and action of computer viruses and malware and for developing countermeasures.

© Poste Italiane 2018 - VAT registration number: 01114601006

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