Australia Post Annual Report 2008–09

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Core businesses Agency services & retail merchandise Delivering quality customer service Across our network, which serves around a million customers every business day, our people once again achieved an excellent rating of 95.9 per cent in our priorityCustomer mystery shopping program. This result is slightly lower than the record high of 97 per cent recorded last year. A new measure, customer engagement, was added to the program, to measure the ability of our staff to assess customers’ needs and match them to relevant product or service solutions. From a store design perspective, it is expected that, by the end of the 2009–10 financial year, approximately 170 stores will have been refurbished with consistent retail themes such as “Home and Office” and “Gift and Celebrate”. This program is designed to enhance customers’ in-store shopping experiences through improved product and outlet presentation and also enables more accurate measurement and management of product performance. Agency services & retail merchandise revenue Despite the economic downturn and continuing pressures on our traditional business, the portfolio’s revenue grew by 3.2 per cent in 2008–09. This impressive result is due to the success of new products and services initiatives. Agency services Because of Australia Post’s vast network of retail outlets, including in remote areas where services are otherwise limited, we perform an extensive range of agency services for more than 750 Australian businesses and government bodies. More than half of the customers visiting our outlets do so to conduct agency transactions such as identity 24 Australia Post retail outlets at 30 June 2009 Australia Post Annual Report 2008–09 | Report of operations services, bill payments and money transfers. At the end of the 2008–09 financial year, 3,297 of our outlets had the technological capability to conduct these services. In 2008–09, revenue from agency services increased by 1.7 per cent. Bill payments Difficult economic conditions led many customers back to over-the-counter bill payment as cash-payments and part-payment became more attractive. This, plus the 56 new billers that joined after the demise of Bill Express, resulted in better-than-expected results in 2008–09 – transactions remained relatively steady at 149 million, while revenue rose slightly. While Australia Post remains the leading over-the-counter bill payment provider, our branded credit card payment services, available online at www.postbillpay.com.au and by phone on 13 18 16, are also performing well. As the longer-term shift away from over-the-counter bill payment continues, such multi-channel services will continue to attract credit card users seeking a reliable, efficient and trusted means of paying the majority of household bills. The security and accessibility of Postbillpay also make it highly attractive to large state and national billers. Furthermore, after outsourcing the management of the operations platform to a specialist provider, introducing and managing new clients became a more streamlined process as of May 2009. The change means Postbillpay is now a realistic option for smaller billers. Identity services Our trusted and well-established position in processing Australian passport applications has led to Australia Post playing an increasingly significant role in the expanding NSW/ACT Vic/Tas Qld WA SA/NT Australia Corporate offices 273 224 167 88 75 827 Licensed post offices and franchises 911 976 465 298 319 2,969 Community postal agents 101 71 190 84 191 637 Total outlets 1,285 1,271 822 470 585 4,433 Note: This table uses Australia Post administrative states, not geographic states (which form the basis of Table 4 on page 126). identity services market. During the year, we achieved a 29.8 per cent increase in identity-related transactions, with revenue growth of 17.6 per cent. We carry out 100-point identification checks for 39 financial institutions and undertake various other identity services for an additional 48 businesses and government bodies. These services include a standardised anti-money-laundering check, which enables organisations to quickly and conveniently meet the requirements of legislation introduced in 2006. A highlight of the year was the development of a high-quality online form service, which was successfully piloted by the WA Police. Despite the drop in international travel during the first half of the financial year, Australian passport applications increased due to the growth in travel prompted by cheap airfares in the second half of the year. During 2008–09, we conducted 1.3 million passport interviews on behalf of the Department of Foreign Affairs and Trade, or 92.7 per cent of all Australian-lodged passport applications. Building on this strong position, we also began processing British passport applications in June, becoming the first external entity permitted to do so. By contracting Australia Post to handle passport applications, the British Government has expanded the number of Australian locations where citizens can apply for passports from four to 119. Over the coming year, Australia Post will invest in new technology and introduce new processes that will extend our identity and verification service offering. This project aims to further position Australia Post as the leading provider of identity services to businesses and government agencies across the nation.
1968 Behind the front counter of the new Renmark Post Office, South Australia. 2009 Today, we serve around one million customers every business day. Australia Post Annual Report 2008–09 | Report of operations 25
Page 1 and 2: 1809 2009 Australia Post Annual Rep
Page 3 and 4: Over the past 200 years, Australian
Page 5 and 6: Our business Celebrating 200 years
Page 7 and 8: For 200 years, we have developed ou
Page 9 and 10: We handled 5.3 billion items of mai
Page 11 and 12: Our business Managing Director’s
Page 13 and 14: Mail volumes m 6,000 5,000 4,000 3,
Page 15 and 16: Our business Performance against ta
Page 17 and 18: Core businesses Australia’s posta
Page 19 and 20: Core businesses Letters & associate
Page 21 and 22: Collaborative solutions across the
Page 23 and 24: Rewarding customer loyalty Australi
Page 25: Core businesses Agency services & r
Page 29 and 30: Sending home comforts to the world
Page 31 and 32: Core businesses Parcels & logistics
Page 33 and 34: 1936 Transporting mail from the SS
Page 35 and 36: Expanding Business, Naturally When
Page 37 and 38: Corporate responsibility From a wor
Page 39 and 40: Corporate responsibility Highlights
Page 41 and 42: Employment by occupation % Administ
Page 43 and 44: 1950s A postie delivering mail in s
Page 45 and 46: Human Resources Committee Incorpora
Page 47 and 48: Treasury A comprehensive and pruden
Page 49 and 50: Mark Darras LLM, BA LLB, BEd Direct
Page 51 and 52: Contents - Financial and statutory
Page 53 and 54: Statements by directors for the yea
Page 55 and 56: Australia Post Annual Report 2008-0
Page 57 and 58: Balance sheet as at 30 June 2009 No
Page 59 and 60: Cashflow statement for the year end
Page 61 and 62: Schedule of contingencies as at 30
Page 63 and 64: Reference Title Nature of change to
Page 65 and 66: Where settlement of any part of the
Page 67 and 68: (iii) Translation of group companie
Page 69 and 70: (ii) Held-to-maturity investments N
Page 71 and 72: is increased to its recoverable amo
Page 73 and 74: 2 Revenues and other income Revenue
Page 75 and 76: 4 Finance costs Bonds (1) Interest
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5 Income tax (continued) (e) Unreco
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9 Non-current assets - trade and ot
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11 Investments in jointly controlle
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12 Superannuation (continued) (v) C
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13 Analysis of property, plant & eq
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15 Investment properties Opening ba
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20 Provisions Current provisions An
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22 Analysis of total equity (contin
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24 Dividends paid Final ordinary di
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26 Segment information (continued)
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27 Key management personnel remuner
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27 Key Management personnel remuner
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28 Related parties (continued) Tran
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29 Financial and capital risk manag
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32 Corporate information The financ
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Auditor-General’s report - perfor
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Domestic letter service monitor for
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Survey certification for the year e
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Reserved/non-reserved services for
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Australian Postal Corporation Act 1
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Statutory reporting requirements fo
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Consultative arrangements The Stake
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Australia Post - the statistics for
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5 Mail delivery network Private hou
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9 Overall letter service performanc
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Index Australia Post Annual Report
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I (continued) interest 11, 57 inter
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Contact details Australia Post Head
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Stamp gallery 2008-09 Australia Pos
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AAT: International Polar Year 2007-
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Australia Post Annual Report 2008–09

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