KUALA LUMPUR: Pos Malaysia is actively enhancing its capacity to effectively manage the surge in demand for its services, which has been fuelled by e-commerce growth.
Group chief executive officer, Charles Brewer said Pos Malaysia has been monitoring its service performance on a daily basis to ensure a smooth customer experience.
"Last year, we had consistently achieved above 90 per cent of our Service Level Agreement (SLA) delivery commitments.
"In June 2023, next-day delivery of parcels achieved 92 per cent of delivery commitments, while mail delivery reached 97 per cent,” he said.
Its commendable performance was also reflected in a Courier Challenge Survey conducted by the Malaysian Communications and Multimedia Commission (MCMC) in 2022, where Pos Malaysia achieved 96 per cent in guaranteed delivery performance against the industry average of 78 per cent, and 91 per cent for reliability compared to the industry average of 83 per cent.
Brewer said the rapid adoption of technological advancements created new opportunities for Pos Malaysia, especially with the exponential growth of e-commerce.
"Parcel delivery is not just about efficiency, it also requires sustainability, and tech-savvy customers today expect more agile, superior and digital-to-door services,” he said.
He said Pos Malaysia demonstrated commendable performance beyond the Universal Postal Union’s targets, achieving over 90 per cent in various categories, including International Mail, Express Mail Service and Parcels in the second quarter of 2023.
With a rich history spanning over 200 years, Pos Malaysia has evolved from being a conventional postal service company solely engaged in mail and parcel deliveries into a dynamic retail, logistics and aviation products and services provider.
To date, Pos Malaysia has the most extensive last-mile reach, delivering to more than 11 million addresses nationwide with over 15,000 staff, 633 post offices and more than 3,800 retail points.
The group aims to continue expanding its customer base by assisting businesses in delivering goods to consumers efficiently, thus enhancing their overall operational efficiency.
"While delivering end-to-end mail and parcel services, we also equip individuals, small and medium enterprises, large organisations and communities with tools and solutions to catalyse their growth and meet their needs,” Brewer said.
He added that Pos Malaysia also provides business customers with end-to-end fulfilment services via Pos Fulfill, from the first mile (shipping logistics) to mid-mile (warehousing and order fulfilment) to the last mile (last-mile delivery).
To remain competitive, Pos Malaysia has developed strategies to expand its revenue stream through partnerships with third parties, offering a larger yield per footfall.
"Pos Malaysia’s retail strategy aims to drive footfall to its 633 post offices, leveraging more than 3.2 million square feet of available retail space by converting available space into retail/health stores,” he said.
In May, Pos Malaysia opened its first convenience store, Pos Shop, a one-stop retail centre for customers at the Medan Tuanku Post Office, Jalan Tuanku Abdul Rahman, and the group plans to open more Pos Shop, focusing on residential and rural areas.
It has also partnered with Café Mesra and ZUS Coffee, where customers using postal services in selected locations would be able to enjoy food and beverages at the same time.
Moving forward, Brewer said Pos Malaysia remains committed to fostering sustainability in adapting and transforming its business for a more environmentally friendly future.
"In March this year, we launched Pos Malaysia’s Sustainability Roadmap, laying out plans to reduce our environmental footprint; targeting net zero carbon emissions for our operations by 2050,” he said.
The initiatives encompass delivery methods, fleet optimisation, green buildings, waste management, sustainable packaging and digital learning, and Pos Malaysia is committed to achieving a 30 per cent reduction in its scope one and scope two emissions by 2025.
The group also plans to ensure a 50 per cent operational waste recycling rate, 80 per cent recyclable or renewable materials for all packaging and 50 per cent of training to be done digitally.
"Currently, we have electric vehicle charging stations at six Pos Malaysia offices nationwide, and own 105 eBikes on the road and solar panels at three facilities.
"By 2025, 28 per cent of the entire fleet will be electric and 100 per cent by 2030,” added Brewer. - Bernama
