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Digital Strategy The new Payments, Mobile and Digital business area is set to become a competency centre to help steer the roll-out of our digital strategy, aimed at providing innovative products and services to meet the new needs of customers.

For Poste Italiane, innovation and digitisation represent the beating heart for the promotion of change and the key tool to accompany its customers in the process of digital transformation.

In a complex and challenging scenario, the Group’s strategic evolution requires leveraging the development of innovation and the enhancement of technological assets to ensure both the capitalisation of what has already been achieved and the development of innovative solutions, as a support and source for business evolution. Over the years, Poste Italiane has shown its ability to transform its operational structures and services by adapting to market needs in constant evolution, through continuous investments in technology and know-how.

Poste therefore intends to better manage the needs of its customers, through strategic investments in physical and digital infrastructures, all in line with the Deliver 2022 Strategic Plan. The Plan has, in fact, innovation as its main pillar, requiring a profound transformation of the business and therefore of the company’s IT systems and processes to support the achievement of its objectives.


1.5 million
Daily post office visitors

2.0 million
Daily website and app visitors

 
30.8 m Mobile apps downloaded
20.8 m Online Registered Users
15.6% Market Share card transaction
5.4 m Active e-wallets
4.1 m Electronic identifications

 


Mail digital services

  • Digital collection of registered letters: where letters cannot be delivered due to the absence of the addressee, the latter can collect the registered letter through the SPID-accredited PosteID Digital Identity service (see below).
  • Electronic postman: to pay utility bills “from home” directly to delivery personnel, to top up mobile phone accounts and reload Postepay prepaid cards, and to arrange appointments for the collection of registered letters or a PosteMobile SIM card.
  • Hybrid mail: receipt of mail in electronic format, electronic sorting, printing, enveloping and delivery in hardcopy.
Financial and Insurance digital services
  • Payments portal accessible through the website poste.it: a single environment for the easy payment of utility and other bills and dues owing to enterprises and the Public Sector.
  • New home banking platform for the website poste.it/consumer.
  • Poste Vita retirement simulator: a digital platform enabling users to assess their future pension position and build the return on their supplementary pension fund.
  • Insurance: the Internet of Things (IoT) is unlocking new service models for e-Health, Home Insurance and Third-Party Liability Car Insurance. Big Data analysis additionally offers the potential to monitor the behavioural data of insured persons, which will lead to innovation in insurance policies and services designed to improve customer experience.
 

Across-the-board digital services

  • Postepay, BancoPosta, Ufficio Postale  and PosteID apps: the apps offer numerous features, including the ability to manage BancoPosta current accounts and PostePay prepaid cards, make mobile phone top-ups and pay utility bill payments, make appointments at the post office, send cash P2P in Italy and around the world, access online government services in complete security, track parcels and mail sent, and send telegrams, registered letters, mail and parcels on the go.
  • Free Wi-Fi available in 4,119 post offices (32% of the total network).
 
 

Digitalisation of access to the Public Sector

  • We are a key facilitator, enabling people to access Public Sector services by operating as an “Identity Provider” through the PosteID digital identity service, accredited by the Public Digital Identity System (SPID). The service enables people to create a digital profile to access all the online services and apps of Poste Italiane, as well as government services and those of private service providers that have joined the SPID.
  • The Sportello Amico network, installed in 5,734 post offices around the country (45% of the total), offer services such as health service payments, the print-out of registry certificates, the issue of land registry records and the issue or renewal of electronic residency permits.

Digital services in numbers
  Category 2017  2018 2019
Customers registered on Poste Italiane's digital channels (websites and apps) (millions) 15 17.6 20.8
Digital identities issued (millions) 1.8 2.6 4.1
Postepay apps downloaded (millions) 15 21.6 30.8
Transactions carried out via consumer digital channels (websites and apps)  (millions)  39.4 47.9 57.1


 

For more information on our cyber-security policies, see the  Annual Report 2019

© Poste Italiane 2020 - VAT registration number: 01114601006

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