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In line with its territorial capillarity and service mission, Poste Italiane orientates its business strategies through a structuredand transparent dialogue with its stakeholders, accompanying local communities in the processes of modernisation anddigitalisation in progress and contributing to the processes of development and social cohesion in the country.

In recent years Poste Italiane has developed and managed a set of initiatives aimed at promoting economic solidarity, social inclusion and cultural integration.
Following the award of a tender procedure in 2017, Poste Italiane continues to manage the integrated service related to the Purchases Card and the SIA (Support for Active Inclusion) Card, expanded with the REI Card (Inclusion Income)1. Indeed, during the year Poste Italiane stipulated a contract with the Ministry of the Economy and Finance to issue the Purchases Card with a new programme: “Inclusion Income” (REI). Applications from citizens to join the REI programme began on 1st December 2017 (at the Municipality of residence) however the launch of the new REI programme (which replaced the SIA) took place on 1st January 2018. Therefore, from this date two initiatives are in progress on the Purchases Card, the ordinary process and that associated to the REI programme These are electronic payment cards of the Ministry of the Economy and Finance issued by Poste Italiane (service provider) which can be topped up by the State (Ministry of the Economy and Finance) by means of credit flows ordered by the INPS (implementer). The service envisaged the issue of a different economic benefit by type of card.

The cards can be issued in exercises enabled for the Mastercard services to carry out purchases (food stores, chemists and parapharmacies) and at Post Offices to pay electricity and gas bills. They work like a normal electronic payment card.

It is possible to withdraw cash within a limit of 240 Euros a month using SIA and REI Cards, at Postamat ATMs and bank ATMs in Italy.

All those over 65 years old or parents of a child under 3 years old can benefit from the Purchases Card, providing they meet the requirements established by Law Decree 112 of 25 June 2008. With a benefit equal to 40 Euros per month, the Card is automatically topped up every two months with 80 Euros and can be applied for at authorised Post Offices.

With reference, on the other hand, to the SIA Card, families in economic difficult can use it provided they meet the requirements provided under the normative of reference of Support for Active Inclusion (SIA_. The monthly value of the credit contribution to the card - subject to verification of the requisites by the INPS and Municipalities - can ranged from 80 Euros to 400 Euros, according to the number of members in the family nucleus. The Benefit last for a maximum of 12 months. The Card is topped up every two months and can be applied for from Town Halls: from 1st November 2017 applications could no longer be submitted. Recipients also meeting the requirements for accessing Inclusion Income (REI) can ask to change the SIA into REI. In any case, the use of the higher benefit is only foreseen for the maximum duration foreseen for the SIA (12 months). If the change is made from SIA to REI, the maximum duration of the REI (18 months) is reduced by the number of months in which the SIA was received. To the contrary, SIA users not wishing to change to REI can in any case request access to the REI upon expiry of the SIA, provided they meet the due requirements. In this case if the SIA has been fully used, the REI shall last for a maximum of 6 months in order to ensure a comprehensive cover of the benefit (SIA+REI_ equal to 18 months. If instead the SIA has been used for duration shorter than 12 months, the maximum duration of the REI (18 months) is reduced by the number of months in which the SIA was received.

Legislative Decree 147/2017 defines the requirements of residence and permit, family, economic and compatibility according to which the advantages of the REI Card can be enjoyed. Keeping the benefit is subject to singing a personalised social and working activation project with one’s municipality or territorial district, by which the family undertakes to carry out certain activities (e.g. contact with services, actively looking for work, joining training projects, scholastic attendance and commitment, prevention and protection of health, etc.) having the objective of overcoming the condition of poverty and gradually regaining their independence. The maximum monthly benefit - subject to verification by the INPS and Municipalities - can range from 187.50 Euros to 485.40 Euros, according to the number of members in the family nucleus. The benefit is granted for a maximum period of 18 months and, where necessary, can be renewed for another 12 months. In this case the request for renewal may be forwarded no earlier than 6 months from the issue of the last monthly payment. The Card is topped up every month and can be applied for from Town Halls.
Poste Italiane has proposed its Sportello Amico initiative to citizens for someyears: an “advanced counter” offering the possibility, regardless of their location,to avail of the same services offered by district offices of the Public Administration(PA). The capillary network of Sportello Amico Post Offices - equal to 5,734counters (45% of the total), identified by a specific logo and dedicated webplatform - are an example of Poste Italiane's ability to support the evolutionaryprocess of the PA and meet the requirements of citizens.To date, the active services include:
  • payment of healthcare tickets on behalf of the related member structures;
  • print of record certificates on behalf of member Municipalities;
  • issue of land registry searches;ELI: Issue/renewal of residence permits/papers.
The attention paid by Poste Italiane to the evolution of the social context translatesinto the realisation of multi-ethnic Post Offices proposing to contribute tosocial and cultural integration processes of foreign citizens regularly staying inItaly, offering them a dedicated channel of access, by means of overcoming thelanguage barrier an offering specific products and services.Located in districts with a high rate of foreign residents or areas with highertraffic of people (for example railway stations), the Offices were developedaccording to two different models based on the specific requirements of theterritory: mono-ethnic, a reference point in centres and districts with a strongconcentration of single communities (for example the 4 Post Offices in Pratowith Chinese ethnicity and the Office at Foggia Centro with African ethnicity) and multi-ethnic, meeting point for the major ethnicities present in an area/city of reference (for example, Milan, Turin and Rome).

In support of the operators, an ad hoc outfitting was created using all the advertising and communication material translated into the various languages of the identified target clientele.

27 multi-ethnic offices were launched in 2014-2017,spread throughout the national territory; in particular, in 2017 four more were activated. This particular networkof Post Offices recorded more than 3.3 million visits from customers in 2017 (+20% compared to 2016) andcompleted over 5.5 million transactions in one year (+2%compared to 2016).
The initiative “Poste People – The world within reach of new Italians” originates from the collaboration with Consumer Associations to provide an overview of all the products and services that Poste Italiane offers to consumers in general and, in particular, to so-called “new Italians”.

The magazine tells some stories, starting inside multi-ethnic Post Offices having Poste Italiane employees and foreign customers as the protagonists.

The publication, distributed in 60 thousand copies in all the multi-ethnic Offices spread around the nation, was realised in Italian and English and is also available in Arabic, Chinese, Philippine, French, Polish, Spanish and Ukrainian, thanks to a QR code on its cover. An electronic format of the magazine is also foreseen in the Company website.

11 presentation meetings were organised in as many Italian cities – Bari, Naples, Ancona, Modena, Milan, Padua, Palermo, Genoa, Turin, Florence and Prato – attended by the local representatives of the Consumers' Associations.
Poste Italiane is always closer to its customer’s needs. In order to facilitate operations for people affected by deafness, three Post Offices (Genova Centro, Venezia 4 and Palermo Ausonia) were involved in an experimentation and four resources engaged (three at the counter and one in the consultancy room) able to communicate in the Italian sign language (LIS). Their presence is notified by a notice displayed next to the queue operator or in any case on a clearly visible stand, to anyone entering the Post Office, with an indication of the resource to ask for.

The objective is to eliminate architectonic and instrumental barriers by using systems and technologies able to offer equal opportunities of access for disabled people too. An example is given by using ATMs equipped by contrast screens and a headphone jack for the blind and partially sighted. In particular, the system guides customer navigations by means of a set of high contrast graphic maps which can be activated by pressing key five on the numeric keypad having a raised direction dot. Users can guide the entire operation by using the numeric keypad and two of the side buttons for the “CANCEL” and “CONFIRM” functions. 100% of Poste Italiane ATMs are equipped with keys for the blind and partially sighted.

Blind customers can also count on the help of a complete voice guide available by using headphones to be inserted in the dedicated jack on 5,847 ATMs. Withdrawal is available from all 7,257 Poste Italiane ATMs and also a list of movement for the partially sighted as from December 2017.

Collaboration with the Public Administration

THE MINISTRY OF THE INTERIOR AND SUPPORT FOR TRAFFIC POLICE

Poste Italiane supports Traffic Police in managing the entire sanctionatory process related to violations originating from automatic detection systems. The Company makes a platform available and supports the Administration by guaranteeing:
 
  • full digitalisation of all incoming documents;
  • reduced times in processing records and replying to appeals.

The CNAI (National Violation Assessment Centre) managing 1,200 documents per day on average, 60% of which on paper and 40% via PEC, amounting to an annual total of more than 700,000 reports, with annual revenue of about 2.5 million Euros. The service is currently supplied on an extension basis.
 

THE MINISTRY OF THE INTERIOR AND RESIDENCE PERMITS

Since 2006 Poste Italiane has overseen the management, at the network of Sportello Amico Post Offices, of paper documents requesting/releasing the Electronic Residence Permit (PSE). Applications, accepted at the counter, are then send to the Company’s Administrative Services Centres (CSA) which carries out full dematerialisation thereof and transmission, through computer flows, to the competent police headquarters. More than 900 thousand documents are managed at the counter per annum; over 894 thousand applications were managed digitally in 2017.


THE MINISTRY OF TRANSPORT AND PRINTING/DELIVERY OF DRIVING LICENSES

In 2012 the Ministry of Infrastructures and Transport ordered the award of the tender to assign centralised printing services and consignment/delivery of driving licences in favour of the Temporary Association of Companies (RTI) Poste Italiane S.p.A. (agent), Postecom S.p.A., Dedem Automatica S.r.l. and Muhlbauer ID Services GmbH, which was followed, on 6 December 2012, by the establishment of Patenti- ViaPoste ScpA. The “centralised printing and consignment of driving licences” project has the objective of simplifying and standardising licence printing services which were mainly carried out at all the Civil Motoring Offices in the past, at the same time facilitating delivery of such driving licences to their holders. This is an integrated process between the printing and delivery activity of an identification documents by means of a postal product (licence mail), payment of which is reconciled on delivery, contemporarily guaranteeing the accounting of payments of the Transport Department’s (DT) fees associated to duplicate licences due to loss, theft or destruction. The service, which was launched in July 2013, concerned printing/delivery of driving licences at the Civil Motoring Offices (UMC) and printing/delivery of duplicate licences due to theft/loss/destruction to citizens. Since January 2014, PatentiViaPoste initatied the centralised printing and consignment/delivery to citizens also with regard to renewed licence validity which represent the predominant volume of the Company’s production. In March 2014 it also began the supply of the additional centralised printing and forwarding service for duplicate road tax cards due to damage/loss/theft/destruction.
 

THE MINISTRY OF THE ECONOMY AND FINANCE AND THE PURCHASES CARD SIA/REI CARD

As already stated in section 7.1.1, Poste Italiane stipulated a contract following the award of a tender (6 September 2017 - 5 September 2020) in its capacity as Agent of the RTI Poste - Postel, with the Ministry of Economy and Finance for the integrated management service of the Purchases Card and the SIA Card. The single national measure for combating poverty REI (Inclusion Income) was issued in October 2017, providing for, as from 1st December 2017, the possibility to apply for an REI Card REI (whereas it was no longer possible to apply for the SIA Card as from 1st November 2017). The REI benefit can be claimed, with the issue of the REI Card, as from 1st January 2018. The integrated management service envisages the issue of a (prepaid) electronic payment cared onto which an economic contribution is loaded in support of categories of citizens under economic hardship who have proven possession of the requisites established by the reference normative for the type of card. The main services offered are:
 
  • collection and digitalisation of applications solely for the Purchases Card;
  • issue and distribution of the cards;
  • periodic top up of contributions on active/issued cards;
  • issue of the cards in the network of authorised Post Offices;
  • replacement of the cards in the event of theft/loss/destruction;
  • accounting services;
  • form printing (only Purchases Card) and of information material;
  • telephone assistance services (IVR - Interactive Voice Response);
  • automatic message sending services (SMS) for each completed transaction and the balance and remaining credit on the card;
  • telematic portal to obtain information.


THE MINISTRY OF EDUCATION, UNIVERSITIES AND RESEARCH AND SCHOOL- WORK ALTERNATION

Poste Italiane is part of the “Champions of Alternation” project of the MIUR which involves large Italian and multinational companies. Post Italiane signed a specific Understanding on the matter with the Ministry of Education, Universities and Research, identifying seven school-work alternation paths, grouped in five areas (retail customer and large companies marketing, logistics and delivery, managerial functions, financial education, customer experience) which may involve, as from scholastic year 2017/2018, up to 1,000 students in 111 cities.

REGION OF PIEDMONT AND ANCI PIEMONTE - MEMORANDUM OF UNDERSTANDING WITH POSTE ITALIANE

The initiative created between Poste Italiane, the Region of Piedmont and the National Association of Italian Municipalities (ANCI) Piedmont, is aimed at valorising Post Offices as structures of proximity at the service of users, with particular reference to the territorial areas having low residential density. The Parties formed a work group aimed at making the Post Office multifunctional, which services connected to mobility (for example subscriptions, parking, tickets, car tax, fines, etc.) and health (for example to pay for tickets, book visits, collect medical reports) as well as other projects for improving the quality of services offered to citizens. Two projects are currently being studied with various municipal realities of the Region of Piedmont, having as subject matter:
 
  • literacy in using digital technologies. By means of organising training courses in computer classes in scholastic institutes of the district, the aim is to favour the active life of senior citizens, gradually bridging the digital divide and transferring knowledge about using computers and digital identity; 
  • the delivery of drugs to the home by means of a delivery product observing the technical specifications for medicine consignment, to be identified with the district pharmacies.
 

THE AUTONOMOUS PROVINCE OF BOLZANO AND THE AGREEMENT WITH POSTE ITALIANE

The Agreement, stipulated between Poste Italiane and the autonomous province of Bolzano, governs the assumption of charges for the universal service borne by such province and regulates additional public service obligations charged to Poste Italiane which are aimed at integrating the universal postal service in the provincial area. In the context of the project, certain concrete implementary measures of sustainability are under assessment, such as introducing ecological means for the delivery services and IT literacy for the population.

To learn more about

Foundation

The Company's commitment through the Foundation.

Other initiatives for the community

Poste Italiane favours the participation and involvement of local communities.

© Poste Italiane 2018 - VAT registration number: 01114601006

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