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12,765

Post Offices throughout the country and around

7,000

Post Offices open during the lockdown

575

million post office transactions in 2020

Omni-channel commercial strategy

The Group's integrated multi-channel platform provides for the monitoring of customers through 3 channels:

 
  • the physical network of Post Offices flanked by a commercial network specialising in business customers;
  • a digital infrastructure made up of all the Group's digital properties, capable of serving the entire national population;
  • third-party networks, consisting of over 37 thousand retail outlets and the result of commercial partnership agreements for the marketing of Group products and services.
     
Poste Italiane is widely represented all over the country.
The customer physical contact channels are managed by two Poste Italiane functions dedicated to the sale of products and services and specialised by type of customer: Post Office Network and Business and Public Administration. Additional organizational guidance is provided by Group companies to support commercial development.

Commercial network - Post Office Network

In the course of 2020, the new commercial model was developed. It saw the overcoming of the organization by channel/product in favour of a model that strengthens the presence on the territory and simplifies dialogue with the territorial structures. With the new structure, the geographical responsibilities of the commercial functions of the Macro Territorial areas, have been redefined, from 6 to 12.
 
In order to best exploit the potential of the territory, a new organizational model of the post office network that maximises operating efficiency and further strengthens the monitoring of commercial, operational and management indicators. This new model is based on a "Hub & Spoke" logic1, which guarantees, especially for smaller post offices, efficiency and operational continuity in the event of a lack of resources, thanks to the creation of post office areas.
 
The Post Office Network function manages the commercial front end for the retail and Small Business (POE) segments and is in charge of Macro Area offices, Branches and Post Offices covering the entire country.

 

1Network management and development system in which connections are made, using by analogy an expression referring to the bicycle wheel, from the spoke to the hub and vice versa. In this specific case, the Hub Office Manager is responsible for coordinating resources in terms of planning personnel attendance and managing replacements in the event of sudden absences, as well as providing commercial support, especially for products sold at the counter

Geographical distribution of Post Offices and branches

Regions

Postal Offices

Branches

Abruzzo

473

4

Basilicata

180

2

Calabria

618

6

Campania

951

9

Emilia-Romagna

889

10

Friuli-Venezia Giulia

331

4

Lazio

786

9

Liguria

426

5

Lombardia

1,872

19

Marche

409

5

Molise

167

2

Piemonte

1,388

12

Puglia

471

5

Sardegna

441

4

Sicilia

775

12

Toscana

900

11

Trentino-Alto Adige

323

2

Umbria

262

2

Valle d'Aosta

71

1

Veneto

1,032

8

Macro Areas Post Office Network

Macro areas Post Office Network

   
31 December 2020 
31 December 2019  
  Category Personnel Category Personnel
Macro Areas for Logistics* 6 933 6 962
Sorting Centres 16 7,337 16 8,079
Operating Centres 9 996 9 1,043
Delivery Centres** 1,510 40,402 1,543 40,306
Total 1,541 49,668 1,574 50,391

All workforce data (permanent and flexible) is shown as full time equivalent employees.
* Logistics Network - Macro Areas , whilst coinciding geographically with the Post Office Network - Macro Areas, from 2018 have their own, separate organisations in terms of processes and competences.
** Delivery staff include 32,966 postmen and women and delivery supervisors (31,376 at 31 December 2019).

Some data from our territorial areas

ATM Cashpoints     7,792
Consulting Rooms 6,861
Sales corners for Poste Mobile telephone products/services 342
Post Offices providing public administration services 5,716
Post Offices with a queue management system for booking financial and mail products/services (also by App or website) 3,631
Post Offices with WiFi 10,423
Post Offices with dedicated staff for foreign clients 29
Post Offices with mail collection points 12,307
Post Offices with parcel collection points 12,109
Post Offices with Amazon collection points 11,774
Post Offices providing philatelic services 501
Post Offices dedicated exclusively to the sale of philatelic products 10
Post Offices open in the afternoon (from Monday to Friday) 1,745
Macro Area Regions Main Area Offices Size of Macro Areas in  Km2 Number of Communes  within the Macro Areas Number of Branches Number of Employees (FTE) at 31/12/2020
at 31 December 2020
North West Lombardy MILAN 57,928 2,996 37 12,716
Piedmont
Liguria
Aosta Valley
North East Friuli Venezia Giulia VENICE 39,875 1,069 14 5,706
Trentino Alto Adige
Veneto
Centre  North Emilia Romagna BOLOGNA 63,306 921 28 9,960
The Marches
Tuscany
Umbria
Centre Abruzzo ROME 56,625 1,196 19 9,690
Lazio
Molise
Sardinia
South Basilicata NAPLES 58,507 1,342 22 12,774
Calabria
Campania
Apulia
Sicily Area Sicily PALERMO 25,832 390 12 4,507
      302,073 7,914 132 55,351

Commercial network - Business and Public Administration

Commercial network - Business and Public Administration

The Business and Public Administration function of Poste Italiane guarantees the commercial supervision and sale of the Group's products and services for businesses and the Central and Local Public Administration.

The commercial model, defined in June 2020, provides for a specialization of the sales force by type of product and customer segment, controlling the market through:
 
  • 3 Sales Macro Areas (Lombardy North West, Central North and North East, Central South), with exclusive commercial responsibility for mail and communication revenue and commercial support for the specialist sales force;
 
  • 2 Sales areas dedicated to the commercial management of products/services of logistics and parcels and specialised by industry (1. Health&Beauty, Electronics and Informatics, Other Sectors; 2. Food&Grocery&Pet, Homeliving&Fashion, Platform&Solution Players);
 
  • 1 Commercial area specialising in the offer of financial and insurance products for large business customers and public administration;
 
  • 1 Commercial area for Central and Local Public Administration related to Metropolitan Regions and Cities.

Digital web channels and apps

Outside post offices, the Group's services are provided via digital channels (poste.it website and APPs), which in the 2020, showed significant development, amplified by the Covid-19 emergency and related travel restrictions.

For more details on 2020 performance, please refer to the section "Digital Properties, Third-Party Networks and Main KPIs", in Chapter 6 "Performance".

Third-party networks

A crucial role in the Group's omni-channel strategy is played by third-party networks and the development recorded in the year 2020. In the context of healthcare emergency, third-party networks have been a viable alternative to own networks for accessing transactional services.
Poste Italiane has signed agreements with a large network of retail outlets (over 37 thousand at 31 December 2020). The main types of agreements entered into are listed below.

• Proximity networks: partners that enable their local points of presence to offer Poste Italiane services to consumers (e.g.: tobacconists to pay slips, top up Postepay cards, accept/deliver parcels), ENI to pay slips, API to accept/deliver parcels, DO (organised distribution) and GDO (large organised distribution) to pay slips;
• Placement Agents: partners, authorised by the Bank of Italy, which sell Poste Italiane's financial products (e.g.: Lottomatica, which sells Poste Italiane's full acquiring to the tobacconist network);
• Technology Enablers: partners that enable Poste Italiane to sell its products to "third-party" customers via its own service platforms (iPratico, Team System for the sale of acquiring);
• Partners: legal entities that offer their associates/stores the purchase of products directly from Poste Italiane, through the stipulation of "framework agreements" (e.g.: ENI and its distributors for the purchase of acquiring).


Below are the products distributed through the third-party network:

• Phone top-ups
• Postepay top-ups
• Payment slips
• Acquiring
• Acceptance, delivery and return of parcels