2009-10 Annual Report - Australia Post

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CORE BUSINESSES AGENCY SERVICES & RETAIL MERCHANDISE Across the nation, in communities large and small, we are ready to serve all Australians – now and well into the future. More than ever before, Australia Post’s retail network, products and services are evolving to meet changing consumer needs and market conditions. With our range of trusted agency services, we are connecting customers with a growing number of businesses and government bodies. HIGHLIGHTS 2009–10 We processed more than $77 billion in payments through our suite of fi nancial services. We processed more than 2.4 million identity checks and took more than 1.2 million photographs. Our identity services achieved revenue growth of 19.5 per cent and developed a new platform. We sold our two-millionth gift card, a highly successful product introduced to outlets in October 2007. Our place in the market Australia Post outlets form the largest physical retail network in the nation. Under our CSO-related performance standards, we are required to maintain at least 4,000 postal outlets, including 2,500 in rural and remote areas. In 2009–10, we again exceeded this requirement, with 4,415 postal outlets, including 2,531 in rural and remote Australia. Australia Post outlets have traditionally been where consumers access letter and parcel services. However, they also offer many complementary products and services, including retail merchandise such as packaging; identity services such as passport applications; and fi nancial services, like bill payment and money transfers. Our goal is to maximise returns from existing products and services while exploring other opportunities for sustainable future growth. This is being achieved by: • continually improving customer service • making existing products and services more relevant • developing new, complementary offerings, particularly in the area of trust-based services • reducing costs. 18 AUSTRALIA POST ANNUAL REPORT 2009–10 | REPORT OF OPERATIONS Our business partners Licensed post offi ces (LPOs) are independently run small businesses that play an important role in their local communities. They are critical to our connection with customers, as they comprise two-thirds of Australia Post’s retail network. At 30 June 2010, we had 2,934 LPOs, contributing 40.2 per cent of total revenue from the agency services & retail merchandise portfolio. Our newest partners in the retail network are franchisees. By 30 June 2010, we had 29 outlets operating as franchises (28 in 2008–09). Delivering quality customer service We constantly strive to enhance the service we provide to retail customers visiting our outlets each business day. The Channel Enablement – Point of Sale Upgrade project has been a major focus since its inception in June 2009. Signifi cant progress has been made on the project’s fi rst phase – improving inventory management capability – due to go live in late 2010. Phase two – delivery of new capability, enabling enhanced and new products and services – is also well advanced, with implementation expected in 2011. The customer experience is also being improved through a signifi cant upgrade to our identity services technology platform, which provides an end-to-end secure electronic enrolment process. A pilot for the New South Wales Registry of Births, Deaths and Marriages was launched in December 2009 at 10 outlets in regional NSW. When the program went live in July 2010, it was the beginning of a process to roll out this technology to more than 150 outlets over the next year, enabling identity transactions to be processed more securely, accurately and effi ciently, with reduced paperwork. It will be progressively rolled out to some 800 outlets over the next three years (subject to customer demand), optimising the ease and speed of our identity services transactions. Agency services & retail merchandise revenue During 2009–10 the volume of in-person banking and bill-payment transactions continued to decline as more customers switched to electronic channels for these services. The decline of these traditional transactions, in conjunction with falling letter volumes and consumer spending, resulted in fewer customers visiting our outlets. This directly affected retail merchandise sales, which is driven primarily by impulse purchasing. Declines have been largely offset by the stronger than expected growth in identity services, foreign-exchange services and international money transfers, resulting in a moderate overall fall in revenue of 3.3 per cent for the agency services & retail merchandise portfolio.
CERTIFIED SUCCESS The New South Wales Registry of Births, Deaths and Marriages co-ordinates around 200,000 registrations annually. Until recently, obtaining birth, death and marriage certifi cates could also be quite a task, as options were limited to applying by mail or visiting either the Sydney Registry or a courthouse. “We were looking for a different channel for applications,” explains Deb Leyshon, Assistant Registrar for the Registry’s Client Service Division. “We were sold on Australia Post’s extensive identity service experience.” Australia Post has over 20 years’ experience in identity verifi cation and processing applications, including more than 90 per cent of this year’s Australian passport interviews. Deb has been impressed by the security and accuracy of certifi cate applications processed by Australia Post. It’s also easier for applicants, who may now apply online. Their submitted data is rapidly retrieved when customers visit participating Australia Post retail outlets for fi nal processing, including identity checks. AUSTRALIA POST ANNUAL REPORT 2009–10 | REPORT OF OPERATIONS 19
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STAmP gAllERY 2009-10 Kokoda 20 Apr
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AuSTRAliA PoST AnnuAl REPoRT 2009-1
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2009-10 Annual Report - Australia Post

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