Ep 240: Inside Canada Post's business transformation

Jun 6, 2021

Sam Rahim, General Manager Canada Post Business Transformation Deployment, joins me to talk about about Canada Post’s business transformation project:

• Overview of Canada Post’s Retail Transformation Programme
• Transforming the Canada Post network to adapt to growing parcel volumes and changing consumer needs
• Upgrading hardware and software in processes
• Importance of the post office network for inducting parcels into the postal network - the first mile
• Simplifying products and processes
• Improving the customer experience and the counter officer (clerk) experience
• Clarifying postal language
• Engaging counter staff in the development process
• Reducing training requirements
• Post office network - different operating models
• Canada Post PUDO network - Parcel Pickup
• Fast setup of new PUDO points - technology and training
• Over-the-counter transactions
• Using technology to identify parcel hot spots
• Enabling better reporting
• Measuring counter operator (clerk) experience
• The need to continue to measure