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Poste Italiane promotes and supports social inclusion through technological innovation, and with projects aimed at furthering solidarity and integration in all regions where we operate.
Our digital transformation path is designed not only to anticipate the needs of our customers and become a key interlocutor for the Public Administration, but also to become a driver of an inclusive digital economy at a national level.
 
With a view to widening our customers’ access channels to our services, we have created a number of products and services, including:
 
  • Poste's APPs: we developed three “mobile first” apps (Postepay, BancoPosta and Ufficio Postale) that alongside the apps PosteID and PosteMobile complete our range of free and simple applications (as of end-2017 downloads numbered 15 million);
  • PosteID and Italy's Digital ID System (SPID): Poste Italiane acts as an “identity provider”, linking its PosteID service to the Public Administration’s Sistema Pubblico d’Identità Digitale (SPID), or “public digital identity system,” enabling the users of PosteID to create a single digital profile giving them access to Poste’s online services, Poste’s apps, Public Administration online services and private service suppliers that use SPID;
  • a wide range of online services, like utility bill payments or online registered letter retrieval, that make it easier for customers to use our services.

Cyber Security

With our customers increasingly using digital devices to access our services, prevention of cyber security risks becomes ever more important to protect our customers and fight computer crime. At organizational level, Poste has created a single “control room” to monitor cyber security risks to data protection and information services through:
  • Naming a single interlocutor to be responsible for cyber security
  • Integrated management of cyber security risks
  • Improved operational effectiveness and efficiency by reducing fragmentation of operative processes
 
PROGRAMMES FOR INCLUSION AND INTEGRATION
 
With 34.4 million customers at risk of social exclusion, Poste Italiane develops and manages a series of programmes aimed at promoting economic solidarity, social inclusion and cultural integration:
After winning a 2017 tender, Poste Italiane continues to provide food purchase assistance cards as part of a government scheme for low-income families, called Carta Acquisti (Spending Cards) and Carta SIA (Sostegno per l’Inclusione Attiva, or Active Inclusion Support). These two programmes have now been extended to a third, Carta REI (Inclusion Income).
 
These are electronic payment cards funded by the Economy Ministry and issued by Poste Italiane, with assistance levels differing according to type of card. The cards can be used in pharmacies and grocery stores through the MasterCard payments system, as well as at Poste Italiane branches to pay electricity and gas bills. They function as normal electronic payment cards.
Poste Italiane has been running the Sportello Amico (or “a friendly counter”) programme for several years, which enables customers to access some of the same services offered by local offices of the Public Administration. The number of Poste branches with “Sportello Amico” services totals 5,734, or 45%.
 
Multi-ethnic post offices cross the language barrier, offering a dedicated channel with specific products and services, with a goal of helping to promote the cultural and social integration of foreign citizens legally residing in Italy.
 
The multi-ethnic post offices are located in areas with a high level of foreign residents, or in places with a large customer flow (like train stations, for example). They can take the form of “mono-ethnic” post offices in neighbourhoods with a single ethic community, or multi-ethnic centres in meeting and aggregation points. From 2014 to 2017, 27 multi-ethnic branches were opened across Italy.
We are committed to eliminating architectural and instrumental barriers, by adopting systems and technologies to offer equal access to the disabled.
 
Moreover, 100% of Poste Italiane’s ATMs are equipped with keyboards for the blind and visually impaired. In particular, the system guides customer navigations by means of a set of high contrast graphic maps which can be activated by pressing key 5 on the numeric keypad which has a raised direction dot. Blind customers can also count on the help of a complete voice guide available by using headphones in the dedicated jack on 81% of our ATMs.
Through the “Savings That Teach” programme from 2014 to 2017, Poste Italiane, state-backed lender Cassa Depositi e Prestiti and the Education Ministry promoted initiatives of awareness about the culture and value of savings in primary and secondary schools. Students from the second level secondary schools were involved through launching a video contest to
describe their idea about savings accounts.
 
The agreement was renewed in 2017 for five years, to launch the project as a way of creating a training programme: the objective is to provide young people, from all educational levels, with economic-financial skills and the skills of citizenship required to use savings as an instrument of development for the country.


 

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