About electronic services

Digital transformation has become a strategic priority for Posts wishing to maintain their relevance. Postal operators worldwide are implementing new technologies to adapt to customer demands for electronic services (e-services).

For example, many Posts are already offering basic e-services such as online track and trace, e-post, hybrid mail, and electronic notifications. Some Posts even offer more advanced online services such as digital identities, mobile applications and website integration.

The UPU provides tools and resources to help Posts devise strategies and policies for developing more innovative services, ensuring the sustainable development of the postal sector.

The UPU's Electronic Postal Services Programme aims to be the international focal point for measuring and monitoring the latest developments in postal digital services. It publishes case studies and guides, establishes standards to ensure interoperability, develops regulations to support innovation, and provides recommendations, capacity building, and training to help postal operators better serve their customers.

Measuring postal e-services development report

The Electronic Postal Services Programme also publishes the measuring postal e-services development report.

The report highlights developments in postal electronic services among countries and regions, providing postal leaders, policy-makers and analysts with a better understanding of emerging global patterns and challenges in implementing these services. Its findings reaffirm the critical role information and communication technologies (ICTs) can play in the postal industry, identifying areas where ICTs and e-services are yet to be fully exploited.

The first measuring postal e-services development report, published in 2012, showed strong growth in the importance of ICTs within the postal network as medium of communication, information dissemination and customer support in all regions of the world.

The second edition, published in 2015, focused on the digital transformation of Posts and outlined key findings on postal e-services. Its findings showed:

  • Even Posts in emerging and developing regions are now offering support e-services such as track and trace, online contact and customer services, or e-post services such as e-cards, electronic notification, or hybrid mail
  • The most advanced Posts have expanded their portfolio with next-generation services, such as mobile apps, which 51 postal operators already provide
  • There has been strong development of e-post and e-government services in countries where the environment is favourable
  • E-commerce services are a high priority in Posts' product innovation plans. This includes website integration and payment solutions, and online management of delivery options
  • Some 44 per cent of respondents said that partnerships were the most common way of providing new e-services. As a result, the UPU has published the "Guide to public–private partnerships for e-services in the postal sector"

Links with WSIS and the UN Sustainable Development Goals

10 Year Anniversary - WSIS Forum 2019 - 8–12 April - Geneva (SWITZERLAND)
10 Year Anniversary - WSIS Forum 2019 - 8–12 April - Geneva (SWITZERLAND)

Participants of the World Summit on the Information Society (WSIS) committed to harnessing the potential of ICTs to achieve the 2030 UN Agenda for Sustainable Development. The UPU is a co-facilitator of the WSIS e-business Action Line, which shows how digital innovation within the postal industry can provide significant opportunities to improve inclusion for all.

Through innovation and modernization, the three-dimensional postal network of physical, financial and electronic services can assist:

  • Citizens by ensuring that universal and multichannel services reach everyone in society, especially in terms of digital and financial inclusion via mobile channels
  • Businesses, especially micro, small and medium enterprises, through its widespread geographic reach which allows greater access to international trade, especially in the e-commerce area
  • Governments in becoming more efficient, providing better services and responding to demands for inclusion, transparency and accountability via e-government

As an information and technical assistance platform for the postal sector, the UPU is an ideal partner in the effort to make modern multichannel postal network and its services accessible to all, including the most disadvantaged populations.


Also managed by the UPU Electronic Postal Services Programme is .POST, a sponsored top-level domain providing secure and trusted electronic infrastructure on the Internet to serve the needs of the global postal community in cyberspace. .POST immediately identifies legitimate postal operators and their services.