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Innovation and digitisation of processes In a complex and challenging scenario, the Group’s strategic evolution requires leveraging the development of innovation and the enhancement of technological assets.

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. 

To support the Digital Transformation process undertaken, the Company has planned a paradigm shift to evolve from a product-driven model towards a platform company logic, based on a generative, inclusive and transversal culture, and from a producer profile towards an aggregator and needs orchestrator profile. 

Poste Italiane embarked on an important transformation process involving the entire Group, which has several objectives:
  • placing the customer increasingly at the centre of strategies;
  • enhancing the Post Office network in synergy with digital channels;
  • developing multichannel access and use methods; strengthening Poste Italiane’s role as a key stakeholder for the Public Administration;
  • encouraging the inclusion and development of the digital economy. 

The distinguishing features of this process include the presence of a dedicated business area (Digital and User Experience within the Customer experience Transformation function), which serves as a competence centre to support the implementation of the Group’s digital strategy, and Postepay, the largest Electronic Money Institution (EMI) in Italy, which has integrated the telecommunications services previously provided by PosteMobile with its card payments and payment services business. Postepay aims to enhance Poste Italiane’s distribution channels through a “hybrid” model, which combines the largest and most widespread physical network in Italy and the digital world, and to create new channels, products and integrated services, especially regarding acquiring, e-commerce and mobile and digital payments. 

Thanks to the strategic partnership with Microsoft, which primarily relies on the flexibility of the cloud platform, Poste Italiane will ensure a constantly updated overview of its customers and ongoing activities, in order to optimise the experience and offer increasingly integrated services. 

In 2019, Poste Italiane joined the Hyperledger community, a global consortium of the Linux Foundation that brings together over 260 global players from different industries and united in the development of an open source standard for blockchain and Distributed Ledger Technologies (DLT). The adherence to Hyperledger is consistent with the strategic guidelines identified in the Deliver 2022 Business Plan, which aim to strengthen the digital leadership of Poste Italiane and to accelerate the acquisition of new skills and experimentation of blockchain technology and DLT to better understand the potential to generate innovation in business. 

As part of the Open Innovation activities aimed at identifying innovative solutions consistent and functional to achieve the objectives set out in the Plan, over 700 start-ups were analysed, among with over 100 were considered of potential interest for the functions and currently about 30 are shared for potential synergies and/or collaborations. 

At the same time, the Company has made significant investments in the automation of sorting, shipping and tracking processes.

In particular, in 2019, Poste Italiane opened the largest sorting centre in the country in Bologna, emblem of the Company’s ability to combine innovation and tradition, remaining an integral part of the social fabric of the country and becoming an engine of development. It is the most modern and largest logistics facility in the country and one of the most environmentally advanced. In fact, photovoltaic panels covering an area of 5,500 square meters have been installed on the roof of the system and generate more electricity than its daytime energy needs. In addition, the Hub allows the Company to respond more effectively to the growth in value and volume of online trade in Italy.