Our territorial network

We have 12,755 Post Offices throughout the country.

The Group’s integrated multi-channel platform provides for the monitoring of customers and the provision of services through 3 channels:

• the proprietary physical network: this consists of the Post Offices, the sales force for business customers and the logistics network for mail and parcel delivery;
• a digital infrastructure and remote contact points: made up of all the Group’s digital properties and the contact centre, capable of serving the entire national population;
• the third-party physical network: consisting of approximately 51 thousand points, the result of commercial partnership agreements for the marketing of Group products and services managed also through the recent acquisition of the company LIS. 

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PHYSICAL NETWORK OF POST OFFICES 

All workforce data is shown in full-time equivalent terms in thousands.

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Physical network - business and public administration

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Digital infrastructure and remote contact points - web, app and contact centre 

To support digitalisation, a technology engine based on hybrid cloud , open API and exponential technologies¹ has been implemented and applied to all the Group’s activities and infrastructures. The Group has implemented a programme of “digital transformation” of all its service and offer models in order to guarantee its customers full digital and omnichannel contact experiences. This programme has accelerated significantly since 2021, in view of the effects of the current health emergency, in order to make the Group’s products fully accessible to customers in completely safe conditions and continues to represent a strategic priority.

The Group’s Digital Properties are as follows: 

• poste.it website: Poste.it is the Group’s consumer and business portal, where the range of services offered to customers is available. The portal also allows customers to consult and manage the products in their possession.
• Postepay app: app for purchasing and managing Postepay payment cards, telco products and the Energy offer; payments can also be made via the app on the move.
• BancoPosta app: app to purchase and manage the Group’s financial/insurance offer on the move: accounts, postal savings and insurance policies.
• Poste Italiane app (formerly Ufficio Postale app): in 2023, a profound transformation process was initiated that will see it become the only Poste Italiane app and that will make it possible to locate the most convenient Post Office and book an appointment, reducing wait times, check the status of a delivery, book a collection at the Post Office or send parcels or mail. The app has been supplemented with new features such as a simplified booking model, a new profile and notice board section, a financial section for managing accounts and cards, card-less payments and withdrawals, and will gradually be completed with all the functions and services of Poste Italiane and the Group companies.
• PosteID app: Poste Italiane’s Digital Identity app (SPID - Sistema Pubblico d’Identità Digitale - Public Digital Identity System). 

In 2023, the Group worked to strengthen the digital sales channel, expanding the range of products and services that can be purchased directly through the digital properties.

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Third-party physical network

Third-party networks play a crucial role in the Group’s omnichannel strategy. They have been strengthened to provide Poste Italiane customers with a valid alternative to the post offices for access to transactional services. The objective is to create a platform for the integration of the Group’s products with new third-party distribution channels and to use third-party services within the Group’s commercial offerings. Poste Italiane contracted an extensive network of contact points, which was further strengthened during the year 2022 with the acquisition of LIS, and possesses roughly 51 thousand contact points at 31 December 2023.

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The acquisition of LIS, which took place in September 2022, made it possible to increase the operations of the omnichannel platform; in particular, the volume of business on third-party networks was expanded with the acquisition of LIS thanks to the entry into the Group’s perimeter of transactions carried out on LIS points relating to products also not belonging to the Poste Italiane Group’s offer.

In particular, the Poste Group’s operations in the third-party network channel aim to achieve the following objectives:

• integrate and develop the commercial offer on third-party networks (e.g. telephone topups of other operators and other services). Following the acquisition of LIS, average daily transactions increased to around 1 million in 2023 (of which LIS accounts 80%, both with Poste Group products and others);
• extend the network of points of sale, represented both by the LIS points of sale (around 45 thousand points between tobacconists, Horeca points and newsagents) and the Punto Poste network², DO&GDO and ENI service stations. This objective will also be pursued through the development of the recent partnership with DHL and the strengthening of the large-scale retail and petrol channels, which aim to expand the network of collect points and lockers in the next two years. During 2023, the Punto Poste network expanded by around 600 new points and includes more than 15,700 contact points at 31 December 2023 with more than 25 million deliveries and parcel acceptances in 2023 (+49% compared to 2022).
   

¹ Exponential technologies are those technologies that rapidly accelerate and shape major industries and all aspects of everyday life. Key exponential technologies include Artificial Intelligence and Data Science, Internet of Things, Virtual & Augmented Reality.

² The Punto Poste network consists of service points (businesses) that offer parcel pick-up and delivery service.