Traditional postal operators will need to tap new channels such as mobile and self-service in order to improve customer experience and cut costs, Wincor Nixdorf says in a white paper on the use of IT by postal services across the globe. The report was produced by research firm Pierre Audoin Consultants (PAC) on behalf of the German banking and retail IT firm.

Postal operators will also need to create new services in areas such as finance and retail to generate additional revenue streams, Wincor Nixdorf says. Implementing these changes will require a transformation of branch operations.

Top priorities in this transformation include making it easier for customers to access postal services by abolishing lines. This can be done through greater automation of counter transactions and greater use of self-service technology as well as modernizing often cramped and dated branch facilities. Mobile technology and integrated IT solutions and architectures are key drivers in postal branch transformation, PAC says.

The white paper looks at how a number of international postal operators, such as AN Post in Ireland, La Poste in France, Australian Post and Poste Italiane, have embarked on new strategies to diversify their portfolios and transform branch operations.

La Poste, for instance, is a pioneer in postal self-service, having installed 5,000 self-service post kiosks in its branches to shorten the time spent in lines, improve process efficiency and increase overall customer convenience.

Australian Post is another example of an innovative approach. The tradition-steeped Australian postal operator has transformed its 4,500 branches into retail outlets that offer not only postal services but also other consumer articles and services such as bill payments, passport applications and motor vehicle registrations. Self-service terminals are an integral component of these outlets.

PAC estimates that in 2015, postal operators will invest €20 billion ($27.2 billion) globally in IT systems. Of this total, €3.1 billion ($4.2 billion) will be spent on transforming their branch operations.