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Russian Post Service Modification

Definitions

  • Post (Russian Post, RP) – Client company
  • CAO – Complex Action for Optimization (automation)
  • Client – client(-s), who use RP services
  • CSI – Customer Satisfaction Index

Executive Summary

FSUE Russian Post – Russian state post operator with the largest subsidiary network (41 901 post offices) and 351 753 employees. RP’s reputation on the market is far from best. CSI as well as company's image constantly declines.

Problem Statement

According to the survey conducted among RP’s clients, CSI noticeably decreased during the past 2-3 years. Operation processing time increased impacting the services quality. The company need to decrease operation processing time of typical services (parcels sending/delivery, payments, etc.) to improve their image.

Analysis

After the analysis of in-office daily tasks and typical operations we came to a conclusion that most clients (approximately 90%) are individuals (or companies’ agents), who want to get or send parcel(-s). Other clients come to make other operations: various sorts of payments (utility bills, mobile fees, other services), stationery purchases, etc.

So, here are the main ranked points:

  • Clients need to get/send parcels fast (mostly relevant with business parcels), but the queue is very long and moves very slow. Sometimes the queue can consist only from pensioners or people wanting to make some sort of a service payment.
  • Due to various circumstances the client can only get/send parcel at a certain time slot (lunch time, break, etc.) but it’s unclear how long this operation may take.
  • Insecurity and inconsistency of paper notifications which clients get in their mailboxes. These papers may be lost, forgotten or damaged. However, currently these notifications are just a formality. Paper notifications allow operators to quickly find parcel in the database, instead of using passport IDs.

Solution Options

Modification of the existing getting/sending parcel processes includes the following CAO:

  1. E-queue with a (paid) opportunity to book certain time slots for getting/sending parcels.
  2. Delivering parcel with QR-codes, pre-generated in PR application, through special vending machines.
  3. Use notifications via SMS, different messengers (Viber, Telegram, etc.) instead of paper-notifications.
  4. Live-streaming of queue load in certain post offices.
  5. Install feedback terminals.

Recommendations and Expectations

After a thorough study of available solutions for the current issues, we came to a conclusion that all available options should be implemented during in the first iteration:

  1. Implementation speed. RP have all the necessary data (addresses, contacts, phones, and emails) about their clients for rapid and painless renouncement of paper notifications.
  2. Expanding the existing software. RP have their own web services and mobile app with client authorization. So the time slot booking feature for getting/sending parcels and QR assignment to parcels won’t take too much time and budget. Making this feature paid can also generate additional revenue.
  3. CSI increase as soon as possible. By giving the customers an opportunity to instantly perform operations that previously took 10-20 minutes, Russian Post will significantly increase their CSI and optimize the operating time.