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HIGHLIGHTS
4.8 million downloads of the PosteMobile App 14.4 million downloads of the Postepay App Commercialised the first Postepay in biodegradable materials

+700 Start-ups analysed

 
Over 57 million Digital - Consumer
transactions


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.
The pursuit for sustainable success has brought about major changes in the global competitive landscape, leading companies to think differently about their products, services and processes. For this reason, Poste Italiane identifies innovation and digitisation as two key drivers for strategic progress, committing to integrate its products and services also with those of third parties, in order to offer cutting-edge technological solutions. Through these drivers, the Group acts as a driver of innovation and digitisation of the country, ensuring the accessibility and functionality of its offer to all citizens and promoting the connection with the business fabric and the Public Administration.

During the course of the Covid-19 pandemic, the Company implemented a series of technological solutions that enabled the Group’s 35 million customers to continue using its products and services, despite the disruption caused by the health emergency. In particular, Poste Italiane was able to quickly and effectively integrate its traditional services with new proposals more focused on a digital approach.
Innovation
Objectives Timing Indicator (KPI) Target Implementation status 2020
Green-ticket project By 2021 % of Post Offices enabled 100% New
Install SMART mailboxes By 2025 Number of SMART mailboxes 10,500 347
Deadline for achieving the objective
Increase digital transactions made via the app or the web By 2022 Number of digital transactions 100 million 90.3 million
Deadline for achieving the objective
Increase the downloads of the Postepay and PosteMobile apps By 2022 Number of downloads 10% 25%
Objective achieved
Increase the number of Postepay EVOs By 2024 Number of Postepay EVOs 11.6 million 7.7 million
Deadline for achieving the objective
Increase the number of biodegradable cards By 2024 Number of biodegradable cards 16 million New
Increase the number of card transactions (including withdrawals and top-ups) By 2024 Number of transactions 2.7 billion 1.6 billion
Deadline for achieving the objective
Increase the number of online payments for goods and services By 2024 Number of online payments 894 million 397 million
Deadline for achieving the objective
Increase digital transactions for the various products of the PI Group By 2024 Number of digital transactions in financial, insurance and payment services 50% New
Increase merchants enabled to accept payments with Code By 2024 Number of merchants enabled 500,000 70.5
Deadline for achieving the objective
Dematerialisation of the Issuing/Payment/Refunding Process Counter money orders In roll out % of POs in which processes are dematerialised 100% New
Replacement of all PCL operating personnel uniforms By 2022 Number of PCL operating personnel uniforms replaced 40,000 (all staff) New
Increase Postepay Wallets By 2024 Number of Postepay Wallets 10.5 million 7.4 million
Deadline for achieving the objective
Digitisation of back office processes By 2021 % of resources impacted by the new BPM and back office process re-engineering 65% New
Increase the level of automation of back office processes By 2024 % of back office resources supported by automated digital processes 75% New
RDS-Digital Service Request Project By 2021 Number of apps created App development New
Digitisation Customer Receipt By 2021 Digitisation customer receipt Digitisation paper receipt New
Integrated multi-channel on protection insurance products By 2021 Creation of pre-sale and sale funnels Creation of pre-sale and sale funnels of protection products New
Development of pre-sale and sale channels of products and services in multi-channel By 2024 % of new funnels created in multi-channel 75% New