Interview with Nicole Burth, Head of Digital Services
“The development of the Group unit has been a success.”
Nicole Burth, since the launch of the Digital Services unit in 2021, the first strategy period has now been completed. What is your assessment?
A very positive one. The development of the Group unit – then still under the name Communication Services – has been a success from the ground up. Today, with twelve successfully completed acquisitions behind us and with growth from 100 to more than 1,500 employees, we have an impressive record. One highlight was the takeover of Open Systems AG, Digital Services’ biggest acquisition to date. We have also significantly expanded our portfolio of innovative B2B4C services and now operate in three areas – communication platforms, compatible software for municipalities and SMEs and cybersecurity services – as a major provider of digital solutions in the Swiss market and abroad. We have acquired hundreds of customers over the past four years. I’m proud of these successes. While we have achieved our revenue target, we are not yet profitable.
Switzerland needs trustworthy players for secure digital interactions.
You focus on growth through acquisitions, which is sometimes viewed critically. What are the arguments in favour of this approach?
It is our responsibility to financially manage Swiss Post successfully within the given framework and to implement the strategy – without taxpayers’ money. The decline in over-the-counter transactions and letters and changing customer habits call for digital alternatives. Switzerland needs trustworthy players for secure digital interactions. Building up these competencies is not possible through organic growth alone, it also requires acquisitions. We have developed the Digital Service Public unit internally – i.e. communication platforms such as e-voting or ePost and the electronic patient dossier.
When most Swiss people think of Swiss Post, they think of letters and parcels. What does the work of Digital Services mean for people in concrete terms?
Our digital solutions have a direct impact on many areas of life: managing health data, voting electronically or receiving letters digitally – all of these things make everyday life easier. Together with the administrative authorities and the healthcare sector, we are creating secure digital solutions that complement the public service. Residents also benefit indirectly from e-government services: when municipalities move to digital processes, administration becomes more efficient and closer to citizens.
Digital services will continue to gain in importance. There will be no revival of the traditional counter or the physical letter. With a broad portfolio, our aim is to offer reliable digital alternatives and meet the growing demand for secure digital information exchange – today and in the future. My goal is not for people to be aware of Digital Services as a unit of Swiss Post, it is for people to use our digital solutions in their everyday lives. That goes for business customers too. The change of name will certainly help us to avoid any confusion with Swiss Post’s Communication unit.