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JSC Post of North Macedonia wins the 2023 EMS Customer Care Award
The priority activities in the JSC Post of North Macedonia – Skopje 2021 are aimed at
FINANCIAL STABILIZATION DURING THE CURRENT YEAR
by the following:
- Improvement of the technological process
- Introducing innovations in the operational process
- Introducing new services
- New pricing policy
- Promoting efficiency in the operations especially in the field of delivery
- Conquering new markets
Given the negative financial results in the previous year, the improvement will be achieved by using
- Modern digital tools
- Adequate reassignment of the available human resources
- Reducing the unproductive costs
- Planning feasible investments
- Cooperation with the Posts in the region
- Use of international funds
Reducing the unproductive costs
- Entertainment costs
- Office supplies costs
- Introducing e-forms
- Fuel costs
- Purchase of GPS tracking system
- Heating
- Replacement of the old way of heating with ecological sources
- Reduction of the number of employees
- Normal retirement
- Reassignment
- Merging of departments
- New job classification
Introducing e-commerce platform
The e-commerce concept is one of the core pillars necessary for the survival of postal companies especially in the COVID and post-COVID periods.
Currently,
- in the modern postal companies, e-commerce revenues account for up to 68% of the total revenues
- in the COVID period, the e-commerce sees growth of 49% in our country
- in North Macedonia, every fourth citizen uses Internet
- certain business entities need to send up to 600 parcels a day
Therefore, JSC Post of North Macedonia must seize the opportunity and meet the need of increased parcel traffic.
In order to achieve this goal, it is necessary to
- define new prices
- make customer segmentation and categorization
- harmonize the existing regulations and guidelines
- especially in the field of pricing and customer segmentation
- new organizational structure
- New office hours for certain organizational units
- Introducing two-shift work
Development of new application – ITEMS
The new application should not only upgrade the existing functions but also integrate the needs of several other departments by using appropriate modules such as:
- Counter Module
- Postman Module
- Plan & Analysis Module
- Tracking Module
- Monitoring Module
New organizational structure
Merging the Key Account and EMS units.
There is a need of job classification for the new organizational unit. After the establishment of the new organizational unit, new office hours will be defined for it especially before holidays or other periods defined by the Management Board. This is a recommended by the Internal Audit of the JSC Post of North Macedonia.
Delivery improvement
- Analysis and new office hours for certain units and departments
- Increase in the delivery percentage D+1
- Improvement of the International Traffic Unit
- Introducing postal lockers for smaller parcels
- Development of GIS application
- organizing the existing buildings and streets by areas
- postmen control
Obligations arising from the Audit Report
- Harmonization of the Collective Agreement with the Law on Labor Relations
Solving property and legal issues
JSC Post of North Macedonia owns a lot of real estate that has been treated so far as a cost and not as an opportunity to improve the financial situation and the technological process. Therefore, it is especially important for the liquidity of the company to get rid of the unproductive costs in relation to the real estate. The priority activities include the following:
- Finalization of the division of the common property between the Post and the Telecommunications company
- Redefining certain building locations which belong to the JSC Post of North Macedonia
- Sale of buildings with clear property certificate
Considering the opportunity to purchase a van-counter that will cover the remote inhabited places
- Website
Although our objective is to ensure transparency in the operations and promote the activities of the JSC Post of North Macedonia, the existing website cannot inform about the new priorities and activities from the technological and organizational point of view. Therefore, it is necessary to
- Define the personnel and their appropriate tasks. Coordinator: Head of Office of the Director General
- Specify the necessary steps to create a new, modern web platform
Eco component
JSC Post of North Macedonia must demonstrate clear ecological awareness.
Several priority activities may be identified:
- Plastic material selection
- LED lighting
- Replacement of paper documents with electronic ones
- Introducing eco-mopeds for delivery purposes
Call/Info Center
- Integrated Call Center – Every day a large number of queries, suggestions and comments (both favorable and unfavorable) arrive at the Post by e-mail, public telephone lines and the official Facebook page of the Post of North Macedonia. Their number reaches more than 10 on a daily basis. Therefore, there is a need of fast and efficient responsiveness in order to overcome all the challenges and problems that our customers face with.
The staff of this Integrated Call Center will be chosen from the employees of the company and they will work in two shifts. They have to be in close coordination with the rest of the employees and managers of the departments in order to receive and convey the requested responses quickly and on time.
Defining adequate regulations and guidelines that will regulate the relations among the departments
- Improvement of work conditions for the postmen
Activity:
- Purchase of uniforms and equipment
Promotional activities
- Intensive activities and promotion of the Counter Hall pending its declaration as a cultural heritage site
- Establishment of Museum of Philately and Postal Art in the Republic of North Macedonia
Cooperation with state institutions
- JSC Post of North Macedonia should pay all its debts to the state institutions
- Concluding a Memorandum of Cooperation with the Association of the Units of Local Self-Government (ZELS) for delivery of documents within the units of self-government, and with the public utility enterprises which will contain information on new prices
- Providing a system that will offer services generated by e-uslugi.gov.mk portal at the counters of the JSC Post of North Macedonia
- Ministry of Interior
- It is necessary to establish a working group that will deal with the draft-changes in the legislation in order to ensure delivery of personal documents to the citizens
- Ministry of agriculture, forestry and water economy
- Applying for subventions, notifications, decisions, complaints
- Ministry of Labor and Social Policy
- Any kind of decision
- Promoting cooperation with the Civil Registry
- Preparation of promotional material for the service. The promotion will be made on the website and the Facebook page.
International cooperation
- Acting in line with the UPU and PostEurop recommendations
- The Universal Postal Union (UPU) has announced plans to develop a new environmental sustainability program
- Applying for funds to improve the delivery by
- Purchasing hand-held devices for the postmen
- Developing software platform to support the devices
- Intense communication with more developed Posts in the region regarding the procurement of second-hand devices that could improve the technological process
- First priority – sorting machine
- JSC Post of North Macedonia as any other company that operates under market conditions should change its attitude and understanding of the competitive business.
JSC Post of North Macedonia must leave its monopoly position and become a key market player in the delivery business
The company must make efforts to boost its services portfolio and improve the technological process i.e. to shorten the time for delivery of letters and other postal services.
Given that the company has the most developed postal network and a large number of well-trained postal employees and vehicles, it is necessary to start activities so that it could take its position in a liberalized market of postal services.
The new pricing policy of the company ensures greater availability of the services and an opportunity to become competitive in relation to the private postal operators. The following services will be introduced:
- Business item for utility enterprises
- Business item for the units of local self-government
- My parcel – Send a gift to the recipient’s address
Following the analyses made in the postal market and the growing trend of e-commerce at the national and global level, and in accordance with the information of the eCommerce Agency for 2020, а need аrose to introduce a service called My parcel – Send a gift to the recipient’s address that will function as an e-shop on the company’s website. According to all analyses, the introduction of e-commerce will
- Increase the number of services offered by the company
- Increase company’s revenues
- Ensure quick payment for the service (a revenue which is received immediately after the payment for the ordered product is done)
The service should be available to any customer who owns an electronic payment card (Visa, MasterCard).
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