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|---|---|---|---|---|
| 4.8 million downloads of the PosteMobile App | Commercialised the first Postepay in biodegradable materials | 26% more customers registered on Poste Italiane's digital channels (websites and apps) compared to 2020 |
18.4 million downloads of the Postepay App | ~ 2 billion will be invested in the digital transformation of the Group over the 2021-2024 period |
For Poste Italiane, innovation and digitisation represent the beating heart for the promotion of change and the key tool to accompany its customers in the process of digital transformation. As part of this path, the Company is committed to adopting a highly inclusive approach, aimed at promoting accessibility by all its customers.
In line with its values and the Group’s mission to support development and inclusion, Poste Italiane is committed to leading the country system towards progress and modernisation by defining processes that enable the development of increasingly innovative products and services.
In order to respond to drastic changes in international markets, with increased focus on sustainable success, companies have been forced to redesign their products, services and processes. For Poste Italiane, innovation and digitisation are two fundamental drivers for strategic success. In order to offer state-of-the-art technical solutions, the Company is committed to integrating its own products and services with third-party providers. Through these drivers, the Group acts as a leader in innovation and digitisation in Italy, ensuring the accessibility and functionality of its offer to all citizens and promoting the connection with business communities and Public Administration. Moreover, the Group will expand its diversified palette of services in 2022 with its entry into the energy sector, leveraging a 100% green approach. This project combines aspects relating to the green transition with the innovation and digitisation objectives pursued by the Company, constituting a major opportunity for sustainable development in Italy.
Because of the Covid-19 pandemic, Italy was forced to accelerate the innovation and digitisation process of its services that had already begun several years ago. With the emergency measures lasting longer than anticipated, a remarkable switch could be observed among companies towards digital solutions, and in this context Poste Italiane implemented a series of technological solutions which led to a 38% increase in customer-oriented operations carried out through digital channels compared to 2020.
| Objectives | Indicator (KPI) | Target | Baseline | 2021 |
|---|---|---|---|---|
| Development and diffusion of digital and paperless energy supply services |
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2021 | New |
| Install SMART mailboxes |
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2019 |
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| Increase digital transactions made via the app or the web |
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2019 |
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| Increase the number of Postepay EVOs |
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2019 |
|
| Increase the number of biodegradable cards |
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2020 |
|
| Increase the number of card transactions (including withdrawals and top-ups) |
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2019 |
|
| Increase the number of online payments for goods and services |
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2019 |
|
| Increase digital transactions for the various products of the Poste Italiane Group |
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2020 |
|
| Increase merchants enabled to accept payments with Code |
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2019 |
|
| Dematerialisation of the Issuing/Payment/Refunding Process Counter money orders |
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2020 |
|
| Replacement of all PCL operating personnel uniforms |
|
40,000 (all staff) by 2024 | 2021 | New |
| Increase Postepay Wallets |
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2019 |
|
| Increase the level of automation of back office processes |
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2020 |
|
| RDS-Digital Service Request Project |
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2020 |
|
| Digitisation Customer Receipt |
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|
2020 |
|
| Elimination of the paper slip for the products directed to the Distribution Centres |
|
|
2021 | New |
| Development of pre-sale and sale channels of products and services in multi-channel |
|
|
2020 |
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