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Innovation and digitisation of products and services Poste Italiane contributes to the constant creation of positive externalities on society, through continuous technological evolution, affecting the reduction of environmental impacts and promoting social inclusion, thanks to the definition of products and services accessible to all customers.

The constant commitment to the search for innovative digital solutions and the ability to integrate new business models has enabled the Group to achieve important results for the development of its business and for the creation, through the review of its products and services, of shared value for society and the country. 
 

PAYMENTS AND CURRENT ACCOUNTS

With a view to payments, Poste Italiane has undertaken a series of initiatives that place customers in a central position, directing all its efforts towards the continuous improvement of the experience of using the services made available and accessing the offer in an increasingly omni-channel logic. During 2021, in keeping with measures introduced in 2020 due to the pandemic, the Group implemented its digital payments sector thanks to an ecosystem of collection and payment services offered to customers, whether consumers, business customers or public administration, which are available both through the physical network and through the web and app channels. Furthermore, provisions have been made to accept innovative payments through the Alipay circuit. 
 
In the new products segment, PosteItaliane implemented and issued the BancoPosta Personal Loan product in 2021, in collaboration with the new partner Santander Consumer Bank.

Furthermore, the Company promoted the use of ATMs as opposed to staffed tellers for withdrawing cash and the use of all digital channels and apps to carry out various transactions. Against a backdrop of great digital evolution, the Group endeavours to provide an offering that is increasingly oriented towards electronic money, while simultaneously combating the use of cash. In this regard, the research and efforts made by the Company, also in support of the initiatives promoted by the Government, have enabled the launch of a series of additional new products and services:
  • Postepay Digital, the first 100% digital Postepay prepaid card, suitable for online payments, transport fares, QR code payments in participating businesses or Google Pay for owners of an authorised Android smartphone. It is managed in the Postepay App and allows customers to request an IBAN to be associated with the card in order to make or receive bank transfers, receive salary payments or set up utility bill direct debits. The version equipped with an IBAN allows users to request a “physical” copy of the card, delivered completely free of charge to one’s home, in order to withdraw cash from all ATMs and pay in all stores which use the Mastercard circuit. The Postepay Digital card received the “Selected Product of the Year 2021” award for the category “smart payment services”. The prize is awarded every year according to views expressed by consumers through the most important Italian survey on innovation, sustainability and customer satisfaction.
  • Postepay PA, the prepaid card dedicated entirely to the Public Administration, which since its launch, has made it possible to manage the funds and contributions to be paid out to citizens. The card is equipped with an IBAN which can be viewed on the Postepay and Bancoposta apps and on the website postepay.it, thanks to which the card can handle SEPA transfers and transfers between postal accounts.
  • Postepay Green, the new biodegradable prepaid card, made from materials of organic origin with a lower environmental impact, reserved for young people aged 10 to 17. The prepaid card allows young customers to make payments safely and quickly, and parents to monitor transactions (parental control) and quickly top up the card through the “pocket money” system. These services can be used from both web and app channels.
  • Postepay Code, the new service that allows merchants to manage payments with the PostePay App via QR code, representing a simple and secure collection solution for local professionals, tradespeople and small businesses. Payment by Code, which is also available within the Post Office network, has recently been added with a promotion that allows customers to receive cashback on every transaction they make. This promotion has been extended to 31 March 2022 and it allows users to receive €3 cashback for every transaction made with Postepay Code of at least €10 in participating retail outlets, up to a maximum of €15 per day. In addition, the Company offers an online sales process to enable self-service purchases of the Code service, as well as the method that involves generating lists of users interested in the service (leads) at Post Offices, who are subsequently contracted through sales representatives or the contact centre. Finally, in October 2021, with a view to optimising and broadening the sales channels, the Group introduced the Code WEB feature in its Large Customers offering, with the aim of standardising the user experience of the payment by Code service, whether online or instore. The new feature allows customers to pay online by capturing the QR code on the website of affiliated merchants.
  • The Postepay Evolution card is a prepaid card with IBAN for customers who, in addition to the traditional features of a Postepay Standard card, need to make use of the main banking transactions without being tied to a current account. This card enables customers to transfer funds via bank transfer or towards another postal account, set up utility bill direct debits and receive salary or pension payments. The card is accepted in the many retail outlets, whether physical or online, which use the Mastercard circuit. The same card is available in a business version (Postepay Evolution Business), with services designed for the needs of self-employed professionals with VAT number or registered as sole traders. This card offers the possibility of sending money 24/7, through a partnership with Western Union, not only via Postepay App, but also from the web channel to over 200 countries. page 358 
  • The IoStudio Postepay card is a Student Card, developed by the Italian Ministry of Education, Universities and Research and distributed to secondary school students. The card can be used to prove one’s status as a student in Italy and abroad, allowing access to discounts and advantages in businesses affiliated with the Ministry for Education as well as the ScontiPoste discount scheme. The Student Card includes the payment features of a Postepay card and stands out for its high security standards, blocking payments in sectors such as gambling, adult services and liquor sales. 
 

COLLECTIONS

With regard to collections, Poste Italiane’s role within the PagoPA system is well established, with the extension of the range of services offered to central and local government bodies via digital channels (web and app).
From May 2020, PostePay SpA, in addition to BancoPosta, has also been accredited directly as a payment service provider on the PagoPA system making it possible to make payments via the PagoPA service on all digital channels, at Post Offices and through the Portals of the Creditor Entities, including for payment notices with respect to bank current accounts.
The launch of the Digital Moneybox is an important development in the digital savings landscape, accessible on the BancoPosta and PostePay apps. The Digital Moneybox is a digital service, completely free of charge, which leverages the digital management of the Smart book, the BancoPosta account and/ or the Postepay Evolution prepaid card, allowing customers to set aside funds and achieve spending and/or savings micro-goals. 
 

MOBILE

In keeping with 2020 and in line with the Group’s communication services strategy, during 2021 Poste Italiane maintained agreements with two Italian providers, Open Fiber and TIM, through its subsidiary Poste Italiane S.p.A., with the aim of offering private households and business advanced internet connectivity solutions.

In addition to the agreements with Open Fiber and TIM, a series of further innovations have enabled Poste Italiane to confirm its position as a leading operator in the telecommunications sector:
  • Postepay Connect Back, a mobile service with an exclusive cashback feature. Customers who sign up to the offer receive a monthly cashback discount for the Giga of their tariff plan not used up, credited directly to their Postepay Evolution card and usable for any type of expenditure;
     
  • PosteMobile Casa WEB, the home internet connection solution based on 4G wireless technology. The service can be purchased exclusively online and installation does not require the intervention of a technician, guaranteeing unlimited data traffic with high performance (speeds of up to 300 Mbps) and a free Wi-Fi modem included on loan;
     
  • PosteCasa Ultraveloce, the new “data only” offer, which can be activated online thanks to a “full digital” process, which enables users to surf from home at the speed of fibre up to 1Gbps without limits. The offer was launched by PostePay, thanks to which Poste Italiane has been able to makes its début on the super fast fiber optic internet connection market, through ultra broadband technology. The offer moreover includes a second mobile connection, allowing customers to use the internet instantly, without limits, with a view to a implementing a ‘fast provisioning’ and ‘full connectivity’ customer experience. Furthermore, a Wi-Fi modem and USB dongle are supplied to customers on a free lease. In order to sign up for the PosteCasa Ultraveloce fiber optic internet connection service, all customers need do is visit their nearest Post Office or request activation directly on the poste.it website.
     
  • Offerta Tariffaria Mobile (Mobile Tarif Offer), which offers mass market promotions featuring a high mobile data allowance, which can be requested in store or online, available to all customers with no strings attached.
     
  • Postepay App Mobile Telephony Services, thanks to which PosteMobile SIM holders can access and view their current tariff, options, offers and bonuses. Moreover, an overview of telephone traffic and past top-ups is also provided. In order to access these features, customers must register on poste.it and log in via the app using 4.8 million PosteMobile App downloads in 2021 page 363 the same credentials created on the website, or use the quick access method by accessing the app while using the PosteMobile data network.
 

PARCELS AND DISTRIBUTION

In keeping with the previous year, Poste Italiane continued to leverage a proprietary aircraft fleet in 2021, in order to answer to market demands. The Group continued to operate air connections to facilitate 24-hour parcel delivery throughout Italy, in particular in Sicily and Sardinia, with 9 active air connections, including two introduced in the first quarter of 2020 at the Fiumicino airport hub (to Catania and Cagliari). The Group’s air fleet comprises seven aircraft: five Boeing 737 – 400 aircraft and two ATR 72-500 Cargo aircraft.

With regard to consumer customers, the Group continues to offer the online Poste Delivery Web service through which parcels of up to 30 kg can be sent throughout Italy and worldwide in a simple, easy and flexible manner. To send a parcel, the customer, having registered and paid for the shipment on the website or app, can go to the Post Office and show the QR code generated by the system upon completing the purchase. Alternatively they can use the paperless service, handing the parcel directly over to a courier without having to print the waybill. In 2021, the Group introduced the instant delivery service, a new express delivery service catering to the needs of private individuals and professionals who need to send urgent documents and parcels of up to 20 kg that do not exceed 120 x 80 x 60 cm in size. 

With regard to consumer clientèle, the Group has launched Poste Delivery Web, an online service that enables customers to send parcels weighing up to 30 kg anywhere in Italy and around the world in a simple, modern and flexible manner. Following registration and payment of the shipment through the website or app, those wishing to send a parcel can go to the Post Office and show the 2D code generated by the system at the time of payment, or use the paperless service, delivering the parcel directly to a courier.

With the acquisition of the entire share capital of Nexive Group, finalised in January 2021, Poste Italiane secured the opportunity to consolidate the mail business and related logistics infrastructure to safeguard its sustainability. The purchaseprice agreed for the entire share capital of Nexive amounts to €34.4 million based on the enterprise value of €50 million and a net debt of €15.6 million. The operation leads to a strengthening of the Group’s position in the market, as Nexive is the second largest postal operator in Italy, with a market share of 12% for the delivery of mail, equal to approximately 350 million volumes handled annually.