The Group’s omnichannel platform ensures customer engagement and service delivery through three channels: 
 

• Proprietary physical network: composed of Post Offices, the business customer sales force, and the logistics network for mail and parcel delivery. 
• Digital infrastructure and remote contact points: including the Group’s digital channels and contact center, capable of serving the entire national population. 
• Third-party physical network: made up of approximately 49,000 contact points established through commercial partnership agreements for the distribution of the Group’s products and services

	31 December 2024		31 December 2023
	Unit	Personnel	Unit	Personnel
Post Office Network macro areas	6	492	6	491
Branch offices	132	4,282	132	4,239
Post Offices	12,755	47,254	12,755	47,385
Total	12,893	52,028	12,893	52,114

^{All workforce data is shown in full-time equivalent terms in thousands.}

As part of the National Recovery and Resilience Plan (PNRR), we are implementing the Polis Project – Houses of digital citizenship services, with the goal of promoting the country’s economic, social, and territorial cohesion and overcoming the digital divide in small towns and inland areas, through the renovation and transformation of a significant number of post offices. Polis Proget includes two main lines of intervention: Sportello unico (One-stop-Shop) and Spaces for Italy.

Regions	Postal Offices	Branches
Abruzzo	473	4
Basilicata	180	2
Calabria	617	6
Campania	951	9
Emilia-Romagna	891	10
Friuli-Venezia Giulia	331	4
Lazio	788	9
Liguria	426	5
Lombardia	1,871	19
Marche	406	5
Molise	167	2
Piemonte	1,385	12
Puglia	471	5
Sardegna	441	4
Sicilia	769	12
Toscana	900	11
Trentino-Alto Adige	323	2
Umbria	262	2
Valle d'Aosta	71	1
Veneto	1,032	8

The Group’s mail and parcel services are delivered through two integrated and mutually reinforcing logistics networks: the postal logistics network, traditionally used for mail management and now upgraded to also handle small parcels, and the parcel logistics network. 
 
As part of the transformation plan for the Mail and Parcel segment, and with the aim of positioning Poste Italiane Group as an integrated logistics operator, a major development initiative in Integrated Logistics was launched in 2023. This includes third-party management of clients’ warehouse goods and delivery operations. After entering the healthcare logistics market in 2022, since February 2024 we have also been operating in fresh logistics through the refrigerated transport service, PosteGoFresh. 

Over the past few years, we have launched a digital transformation program across all our service and offering models. The 2024–2028 Strategic Plan outlines a new evolution of our digital channels, aiming to bring all our services together in a single access point: the new Poste Italiane App. Launched in 2023 and set to be completed in 2025, this app enables our customers to purchase and manage our financial, postal, energy, and telecommunications products and services. In 2024, the new app ranked first in downloads on app stores in the Finance category. 

In 2024, our active digital channels also included:  
 

• Postepay App: enables users to purchase and manage Postepay payment cards, telco products, and the Energy offering. In 2024, it recorded 1.4 billion total interactions. 
• BancoPosta App: allows users to purchase and manage the Group’s financial and insurance products on the go. In 2024, it recorded over 1 billion total interactions. 
• Poste.it Website: the Group’s consumer and business portal, which also allows customers to view and manage their subscribed products.  

The PosteID App, the Digital Identity app of Poste Italiane (SPID – Public Digital Identity System), is also part of our digital channel offering. In 2024, we once again confirmed our position as the leading SPID provider in Italy, with a market share of approximately 73.5% and a customer base of around 28.7 million issued Digital Identities, 24 million of which are active. 

In 2024: 
 

• Approximately 49% of total interactions took place through digital channels 
• Active digital customers reached 18 million, marking a 4.4% increase compared to 2023 
• Daily transactions via digital channels rose by 15.1%, accounting for 29% of all operations 

Within the Group’s omnichannel strategy, the third-party physical network plays a crucial role. It has been strengthened to provide Poste Italiane customers with a valid alternative to post offices for accessing transactional services. 

This initiative serves a dual purpose: 
 

• To create a platform for integrating the Group’s products with third-party distribution channels. 
• To incorporate third-party services into the Group’s commercial offerings, including the introduction of high value-added and innovative services. 

We have established a wide network of contact points - 49,000 in 2024 - which has been further strengthened through the acquisition of LIS Holding.