e-Commerce Strategy for the Mauritius Post Ltd - ICTA

Presented by Giandev MoteeaChief Executive Officer17 April 20111

More than just letters…..2

• 240 years of postal services in 2012 (1772 -2012)• Before 2003: A government department• Since 2003: Corporatised with government as majorityshareholder and operating as the national DesignatedPostal Operator• 1150 employees• 114 post offices – The largest distribution network inMauritius ( Incl. 5 Post Offices Rodrigues and 1 in Agalega)• Positioned today as a Community Hub and a Smart Shopoffering a wide array of services & ease of access to customers• Postal Density 11,000 inhabitants : 1 post office3

03Student Scholarship ProgrammeThe Proctor Progress ScholarshipValue (per year): £1,000HNC in ConstructionManagementThe construction industry is one of the mostdiverse and interesting fields to work in,with careers available including architecturaltechnology, construction management, quantitysurveying and facility management. Our full-timeHNC course is aimed at those aspiring to enterthe construction industry at technician level, as afirst-line supervisor within the field.It is also the ideal stepping stone for those whodo not yet have the entry qualifications for avariety of HND Construction programmes. If youare not yet ready to commit to a longer course,or haven’t decided what level you’d like to enterthe construction industry, the HNC is the bestplace to start.BSc Sustainable Construction(subject to approval)Construction management is a challengingand exciting profession, which requires acombination of construction knowledge,excellent people skills, planning ability and anunderstanding of finance and budgets. Clientsrely on construction managers to plan andcoordinate projects from beginning to end,often reacting to changes in location, weatherand personnel and making major decisionswhich have crucial economic consequences.Changes to the environment have added anew dimension to construction planning andmanagement—sustainability—which is thecore focus of this course.

PostalFinancialCorporateE-PostRetail(Post Shop)Philately&MuseumLetter MailParcels & SmallPacketFrankingCourierEMSFEDEX DropCentreAlliance withDHLBasic BankingMoneyTransferPost AssuranceAgencyPaymentCollectionsUtilityPaymentsPayment ofVehicle Road Tax,Parking fines,PensionsPick-Up &DeliveryDirect MailUnaddressedMailEMS CorporatePersonalized &SecuredDeliveryE-moneytransfer( Domestic)E-CommerceE-Commerce&online PaymentregisteredEmail services*InternationalMoneyTransfer*Self serviceATM MachineBureauServices(Photocopy ,Binding,Laminating)Internet AccessMobile Top UpServicesOrdering ofTextbookServicePhilatelicBureauPostalMuseum &Shop*NEW services in the pipeline 5

OPERATIONALEXCELLENCEBUSINESSTRANSFORMATION•Revenue growth•Empowering branches to manageown P&L•Cost-Control•Process Improvement•Banking/Insurance/Investment•Services/Instruments•Partnership /Alliances•High value added servicesFINANCIAL/SELFSUSTAINABILITY•Ethical Management•Sound procurement•Practices and control management•CompliancesELECTRONIC/E-POSTSERVICESFLAWLESSCORPORATEGOVERNANCE•Technology Driven•E-Post services development/e-commerce•/Electronic mail integration•Reposition Post from a trusted party in mail exchangeto a trusted party in information exchange•Human CapitalDevelopment•Business restructuring•Corporate Governance•Organizational design•High performanceorganizationMARKETING/CUSTOMER FOCUS•Become a Market focused company/branding•Close to customers•Segmented approach/corporate/government partner•Be relevant to customers/market•Training/Development6

The Mauritius Post Ltd.Highway to success7

Building e-commerce capabilities on thestrengths of the post8

• Post already has the trust of customers and vendors• Enables buyers and sellers to exchange physical goods and effectpayment electronically and otherwise• Best knowledge of the territory’s ‘last mile’ to deliver to buyers• Can provide sellers with cost-effective ‘first mile ‘pickup service• Provide online sellers shipment facilities to 660,000 postalaccess points across in 191 UPU countries• SADC Market: A regional opportunity for reaching18M internet customers and 200 M customers9

Some successful examples among others:• Cessidee Ltd: a pioneer online shop shipped 3,740 packets sinceApril 2010 for international e-commerce orders• Bois Cheri Tea Co. Ltd• SMEs11

The Mauritius Post strategy for SMEs12

• Sign an MOU with the SMEDA ( Small and Medium EnterprisesDevelopment Authority) to provide a one-stop shop to SMEs foroffering:• Turnkey e-commerce solutions : Web hosting and webpage design,warehousing, online payment solution , conveyancing and other logistics• Preferential entry point tariffs for inland and foreign courier shipments• Fast Track Facilities for a wide range of services e.g. Postal ,Courier,Financial , Insurance, e- services ( e.g .e-money transfer), MarketingSupport Services ( Direct Mail incl. design and printing of brochures.)• Participation in Information Campaigns to SMEs together with SMEDA• Communications of SME online shops products on the web as wellthrough social media• Open Days & Promotions of products in Post Offices13

Presentation of MPL services to SMEs duringInformation Campaign14

Presentation of MPL services to SMEs duringInformation Campaign15

Creating a new market space for SMEs & Retailers17

WebhostingWeb PageDesignWarehousingOnlinePaymentSolutionLogisticsSupportOrders,Payment &Delivery &After sales18

Parcels Outbound Summary1. 2. 3.Collection &Posting ofPacket/ParcelReceipt ofPosting issuedDispatch toO/E4.Items sorted/ consolidated5.• Appropriate scanning of Bar Code effected atdifferent control pointsDispatch Airport• Inputs in International Postal System ( IPS)• Full Track & Trace facility available on ourwebsite as well as on IPS website19

Offering affordable and reliable solutions for:• Pick-up and delivery via its extended network• Web hosting of online shops• Warehousing & Packaging• Online Ordering and Payment• Vendor support ( Order management)• Customer service ( returns /after sales)• Security, Tracking and Tracing of shipments20

• Increase volume of shipment and parcels tocompensate falling volume of physical mail• Capacity for strong differentiation from other e-commerce service providers by offering an integratedend-to-end service• Attract new customer segments (youth, young adults,expatriates) with online offers• Create an innovative online presence on the web• Develop online services and increase trade amongcountries21

• Quality of ICT infrastructure /Broadband Internet connectivity• Robust and flexible e-commerce platform• Ease of use of online shop ( search, order & pay)• Genuine products• Excellent customer service ( Queries, Alerts, Returns)• Reliable Pick-up & delivery services• Track & Trace services for shipments• Customs: Harmonised customs procedures ( for regionalexchanges)• Legal framework and cross border exchanges ( e.g. RegionalParcel system promoted by SAPOA)23

• Piracy ( Counterfeit products)• Fear of fraud ( Identity theft for payment)• Resistance to adopt online shopping behaviour• Level of internet penetration and use of ICT penetration• Inconsistent custom handling costs and procedures• Inefficiency of postal networks and poor deliveryperformance•24

• Reengineering of the parcel Post Office• Reinforcing security• Streamlining work flow and processing• Web hosting of online shops25

• Reengineering of the parcel Post Office• Reinforcing security• Streamlining work flow and processing• Web hosting of online shops27

• A humble and simple Case-Study being piloted byMauritius Post bearing in mind that on goingreengineering of processes would be needed to supportfuture developments of the e-commerce businessFor example:• Reengineering of the Parcel Post Office (PPO)• Reinforcing security• Streamlining work flow and reduce processing time• IT based work flow• E- communication platform ( SMS, Email and e -notification)• Continuous improvement of service value chain• Enhancing customer experience at PPO28

Thank Yougmoteea@mauritiuspost.muwww.mauritiuspost.mu29