France’s La Poste says that its trial “new generation” post offices are a clear success, havingcut waiting times by up to 25% and improved customer service. The national postal operator recently
opened its 22nd new-look post office under a six-month trial scheme that was launched lastNovember.The newly-styled post offices, which are part of an overall €770 million postal networkmodernisation programme, have been used to test customer and staff reaction to new forms oforganisation and customer interface. The main change is a new post office layout with separateareas dedicated to different products and services including mail and parcel acceptance andcollection, advice and sales desks, banking services and self-service kiosks. There is also a “boutique” shopping area with postal and other relevant products. A key measure is the introductionof a “reception clerk” to welcome customers as they enter the post office and to guide them to therelevant service area.
In an initial verdict on the six-month test period, La Poste said waiting times for service hadbeen significantly reduced, with a 25% shorter average waiting time to collect registered lettersor parcels. About 1,000 staff will become “reception clerks” in post offices from this monthonwards. The shopping boutiques had proved highly successful, particularly with exclusivegifts.
La Poste now plans to press ahead with the modernisation and re-designing of 2,500 post officesthroughout France by 2007.
