2,000 locations to remain staffed
Fewer letters, fewer inpayments at the counter, fewer customers in branches: despite all of these developments, Swiss Post will continue to operate 2,000 staffed locations in Switzerland. To achieve this, it is implementing measures and continuing to evolve. The company is investing 100 million Swiss francs in its branch network − modernizing it, introducing new services and, in turn, strengthening its benefit to the population. It is searching for long-term partnerships for around 170 branches. This will enable private individuals and companies to continue benefiting from a comprehensive universal service. It will also ensure that Swiss Post can still operate without taxpayers’ money in future.
Swiss Post is taking action: universal service without taxpayers’ money
The changes in over-the-counter transactions are dramatic: due to demographic trends and because the population is increasingly using digital services, seven out of ten inpayments no longer take place at the counter (−68 percent). Traditional over-the-counter transactions have halved (−49 percent). The number of letters posted by customers at the counter has fallen by more than a third (−39 percent) in the last five years alone. This trend will continue unabated in the years ahead.
In order to maintain its presence for the public and companies, Swiss Post is implementing a range of measures and continuing to evolve. “We are investing wherever we are needed and can offer the greatest benefit for our customers. That’s why we are adapting our branch network so that we can secure the universal service for the future without taking a centime of taxpayers’ money,” explains Thomas Baur, Deputy CEO and Head of PostalNetwork.
Swiss Post relies on tried-and-tested methods: branches with partners with longer opening hours
“Due to the decline in volumes, we cannot afford to run 2,000 self-operated branches. However, because we want to maintain our presence for our customers throughout Switzerland, we have been relying on the tried-and-tested branches with partners for many years. This is the only way we can continue fulfilling our universal service obligation and generally offer even longer opening hours,” says Roberto Cirillo, CEO of Swiss Post. For this reason, Swiss Post is searching for around 170 additional branch partners for its on-site services. Since July, it has contacted the cantons and municipalities affected by the service changes and has held initial talks. Swiss Post wants to find a solution for all of these 170 branches by the end of 2028. The ultimate goal is for the branch network to consist of around 600 self-operated branches and 1,400 branches with partners.
Swiss Post is investing: more than 100 million francs for branches near customers
Over the next four years, Swiss Post will invest more than 100 million francs in its branches, some of which are now showing signs of age, in order to create a modern customer experience. Thomas Baur states: “We want our customers to benefit from our on-site services and new digital products. We are expanding the network of the future for all generations.” Swiss Post is already testing ways of reducing waiting times in branches, using the latest video consultation formats as a supplement to conventional counters. It plans to introduce these formats across Switzerland, both in its self-operated branches and in branches with partners. This will enable Swiss Post employees to advise customers personally in branches with partners. In addition, Swiss Post is developing self-service elements. These will also make life even easier for customers in future – without long waiting times.
Standing still is not an option
Roberto Cirillo, CEO of Swiss Post, summarizes: “The developments on the market are dramatic. To ensure that we can maintain a personal presence for our customers at 2,000 staffed locations, we are taking action. We still need the required entrepreneurial freedom to achieve this. Standing still is not an option for us.”
Source: Swiss Post