Interview

Swiss Post is building the network of the future

For years now, Swiss Post has been developing its network in line with changing customer requirements. Where changes are necessary, Swiss Post is committed to dialogue with the cantons and affected citizens. Decisions will continue to be made as usual in cooperation with the municipalities in question.

Thomas Baur: In October 2016, you announced the Swiss Post network of the future. What does it look like?

The postal network of the future is near, flexible, diverse, physical and digital. We want a postal network that meets everyone’s requirements: the elderly, the young, those in remote areas, and our urban, predominantly digital customers.

Why is the restructuring necessary in the first place?

Changed customer requirements call for a changed network. It’s really as simple as that. Volumes are declining steadily, but households still expect a high-quality service from us. They also want to be able to choose how and when they use Swiss Post services according to their requirements. Swiss Post has responded by creating new access points such as branches with partners, My Post 24 terminals and acceptance and collection points, and by continuously expanding their numbers.

There will soon be more postal agencies than post offices. Why is that?

Branches with partners – generally retailers – have proved to be practical and popular access points. The advantage of these branches is that customers benefit from a wide range of postal services and attractive opening hours. At the same time, the collaboration with a local partner strengthens the infrastructure of the village or district.

Some municipalities are afraid they might lose their post office. Which postal services will be available to them in the future?

We need to show citizens that Swiss Post is not being cut back, but being restructured and expanded. We are not closing any locations without replacing them, but rather engaging in dialogue at municipal level to look for and find solutions that meet local requirements. It is important to us to maintain a local presence wherever possible, generally in the form of the proven solution with a partner – for example, a village or district shop. And digital solutions work just as well in rural as in urban areas. Our challenge will be to bring all of our products and services closer to our customers – both physical and digital.

How do you explain the changes to municipalities and citizens?

In municipalities affected by the changes, Swiss Post invites the public to information events where we explain alternatives and the diversity of our services. Ultimately, it comes down to providing each and every citizen with solutions that meet their different needs. Alongside all of this individuality, what remains the same is the quality and reliability – that’s guaranteed by Swiss Post.