Values such as courtesy, transparency, fairness and impartiality, which regulate the approach adopted by the Group towards its customers, are enshrined in the Code of Ethics and ensure correct, healthy and profitable management of customer relations.
Customer focus is the primary objective of Poste Italiane which, by offering a high level customer experience and a service based mainly on understanding and listening, succeeds in intercepting the needs of its customers, satisfying their requirements with great quality and professionalism.
MANAGEMENT AND MONITORING
In this regard, the company engages in a dual monitoring process, which allows for constant improvement of both the quality delivered and the quality perceived by the customer. With regard to the quality delivered, the company monitors its targets and progress thanks to a KPI system that covers the entire range of products and services offered by the different business units and provides management with progress and trends based on a periodic reporting system. In the course of 2022, the development of the connected experience was pursued more intensively, whereby the 'connection' between customer ratings, operational performance and competitor results was initiated. As far as Post Offices are concerned, the Private Market structure has activated a process of continuous monitoring of waiting times through the tool of the waiting manager, which also allows timely intervention through an alert system. In addition, the Post, Communications and Logistics (PCL) structure monitors and measures on-time delivery levels for mail and parcels, and first delivery success for parcels, using digital tools that contribute significantly to increasing quality and service delivery.
In connection with the value the company places on the quality perceived by customers, a customer experience target has been set for 2022 for recipients of the MBO (Management by Objectives) programme as well. Therefore, a dynamic model has been developed that has the ability to determine targets by taking into account the changing environment through the analysis of internal and external signals, as well as to incorporate management's possible drive for ambitious growth in strategic areas through top-down improvement. Thanks to the development of the target setting methodology, Poste Italiane is able to identify, within each macro area of the Group, the relevant components for the measurement of Customer Experience, to cover all significant interactions with customers. Moreover, considering the increasingly integrated and central role of Poste Italiane's Partners in the definition and development of the various service components, a structured project was launched to listen to Partners and customers of third-party networks, in line with the Group's perceived quality model.
POSTE ITALIANE AND GUARDIA DI FINANZA
The historic collaboration with Guardia di Finanza (Finance Policy) and the signed protocol provide even more effective and up-to-date tools to counter any abuse and make a concrete contribution to the country's development
The Memorandum of Understanding with Guardia di Finanza consolidates the entrenchment of company standards and rules in processes, through the increasingly widespread dissemination of the principles of legality and transparency in the market and the prevention of financial offences. In particular, within the framework of the Protocol, the shared objectives are the fight against tax evasion, avoidance and fraud, offences relating to public expenditure, economic and financial crime, money laundering, counterfeiting and fraud concerning payment systems. The Protocol also stipulates that Poste Italiane shall assist in the work of prevention and law enforcement by sharing with Guardia di Finanza its wealth of information against unlawful acts in areas of institutional interest carried out also by exploiting technological and IT means. Under the agreement, Poste Italiane will make available to Guardia di Finanza the data in the "Identity Check" system, which will be useful for investigations to prevent and repress fraud and any other offence of an economic or financial nature. The Protocol also establishes regular meetings to review the progress of the collaboration and share information on new fraud scenarios and initiatives to be implemented.
The Policy contains a commitment to promptly comply with current regulations: ISO 37301:2021 for compliance management, UNI EN ISO 9001:2015 for quality control, ISO 45001:2018 for occupational health and safety, ISO 37001:2016 to prevent practices that may result in alleged and/or confirmed crimes of bribery, ISO/IEC 27001:2013 and ISO/IEC 20000-1:2018 respectively with respect to the management of data security, and for the management of IT systems which support company processes.
The Policy applies to Poste Italiane and our subsidiaries, for which it serves as a benchmark for the implementation of the general principles and specific issues.
Having regard to the prevention of corruption, the Policy describes the forbidden behavior, the general principles to which Poste Italian Group undertakes to adapt in the performance of its activities and the specific rules of conduct in respect of the more corruption-prone activities.