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 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.
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 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
|
|
|||
---|---|---|---|---|
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 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
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
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