PRELIMINARy PROGRAMME - Optiscan

Operations and Technology Conference
Day 3 - Thursday 20 September
10:00 - 12:30 - The Post Office Reinvented
Challenge
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10:00 - Post offices reinvented
Ian Kerr, CEO, POAAL, Australia
Who are the ‘right people’ to run post offices? How can a post office be a profitable retail business while maintaining
a public-service aspect? What political will is needed to support the reinvention of the post office network? What
does the growth in e-services mean for a bricks-and-mortar network? What role will self-service terminals have in
post offices?
Experiences
10:20 - Developing a business technology approach
Alberto Scaduto, head Domestic and International ICT Management, Poste Italiane, Italy
A case study of the ICT experience regarding Post Italiane group, with a focus on a solution for postal counter
automation for the re-engineering of post office business processes.
10:40 - A radical rethink: repositioning post offices as digital hubs
Gary Coyle, CEO, Community Infopoint, UK
The global post office network traditional business model is not sustainable as more consumers embraces digital.
How can post office executives use technology as an enabler to assist in building deeper and more personal
relationships with their existing customer base? By positioning the local post office in every community as the
digital link between government, business and the citizen by fully utilising the high levels of trust that consumers
associate with the post office brand. The presentation will explain how post offices can benefit from the rise and
growing consumer adoption of collaborative consumption services.
11:00 - Improvement of sales in postal access points through staff training
Viktorija Gruzauskiene, head of HR Department, AB Lietuvos Pastas, Lithuania
In 2011 Lithuania Post implemented several training programmes, during which heads of post offices and customer
service staff underwent training on sales and customer service. In June 2011 the company set up a programme for
the improvement of sales skills. During the course of training arranged in July-November 2011, 1,453 employees
were given relevant training. As a result of the training on sales, turnover from retail and commission sales increased
by 50% in comparison with 2010 (R1.24m in 2010 and R1.87m in 2011). The investments in training made
approximately R11,600.
Innovation and exchange
11:20 - Leveraging near-field communication for postal retail
Donal McGuinness, managing director - Escher Interactive Services, Escher Group, Ireland
With the proliferation of NFC-enabled smartphones, post office networks have the potential to become the largest
retail infrastructures in the world today. The technology offers opportunities for implementations such as track and
trace, travel cards, banking and electronic (contactless) wallet. This paper addresses the services offered by this
cutting-edge technology and how post offices can respond to the potential revenue opportunities.
11:40 - PCI challenges for payment card handling at the teller counter
David Stephen McEvoy, CEO, Electronic Trade Solutions Ltd, Ireland
A presentation on the impact of the PCI (payment card industry) regulations for payment card handling at the post
office teller counter. These evolving debit and credit card security regulations represent an ongoing technology
challenge for not only the hardware mix of the traditional teller counter but also the nature of customer/teller
interaction. This increased security also brings opportunity in terms of the capacity to offer additional services such
as national ID card lifecycle services and banking services, and also improving client branch experience through
faster queues, flexibility and greater security confidence.
12:00 - The fight against fraud and manipulation of post and mail in Russia
Boguslaw Stich, sales director International, Polygraph Protect Moscow
A presentation looking at how the use of a multi-function security seal has proved to be successful in the battle
against fraud. It will include a look at the diverse issues facing Russian Post and the different proposals to solve the
problem. The results and the development of a very special product including RFID technology will be presented.
12:20 - 12:30 Q&A