TITLE: Digital transformation of postal services key success triggers
AUTHORS: Branka Mikavica, Mladenka Blagojević, Aleksandra Kostić-Ljubisavljević
ABSTRACT: With the advancements in Information and Communication Technologies and widespread adoption of digital services at an ever-growing rate, postal operators are facing inevitable digital business transformation. The introduction of digital technologies in the postal sector over the last decades yielded a plethora of new opportunities but also poses some threats. To overcome revenue losses due to a substantial decrease in mail delivery services and changes in the postal services market, postal operators recognized the need for digital transformation in their core business activities. Digital innovations, e-commerce, data collection, and digital identity have accelerated the postal operators’ efforts to offer new services, improve efficiency, and adapt business strategies to the requirements of the digital economy. Thus, digital transformation has become a strategic priority for postal operators. In this paper, we analyze the main drivers of digital transformation in the postal sector. Key technological pillars of digital innovations in postal networks are highlighted. Furthermore, key success enablers and possibilities for improvements in digital postal services provisioning are presented.
KEYWORDS: Digital Transformation, Digital Innovations, Postal Operators, Postal Services