Liechtensteinische Post modernising its post office network
Ian Kerr
Over the next two years, Liechtensteinische Post AG will modernise its post office network, introducing new services and expanding its postal partnership model.
Liechtenstein’s postal operator is facing the same trends as other post office networks: digitisation of payments (leading to reduced over-the-counter transaction volumes), falling letter volumes, and growth in parcels.
Customers are also demanding better accessibility to post offices, either through longer opening hours or improved locations.
Post office partnership model
Currently Liechtensteinische Post has eight self-operated post offices, while three post offices are partner-operated. After the planned changes, the post will still have six self-operated post offices but there will be four partner-operated branches.
The Triesen post office will be converted from a corporate post office to a partner-operated post office, with the post office operated by supermarket chain Migros in a local shopping centre.
The partnership with Migros will mean longer operating hours, and good accessibility thanks to the post office being located in a shopping centre with ample parking. Customers will also have easy access to post office boxes. The new post office will open in spring 2022.
Meanwhile in Triesenberg, Liechtensteinische Post is looking for a partner to operate the local post office.
New post office services
Liechtensteinische Post has been experimenting with new services at its soon-to-be-relocated Vaduz post office. New services include self-service parcel drop, where parcels ready for dispatch can be handed in independently. In the Post-Café, customers can read the daily newspapers over a coffee. The new “sales box” (“Verkaufsbox”) concept gives local businesses the opportunity to sell their products in the Vaduz branch – a sort of store-in-store offering.
Relocations of key post offices
The Vaduz post office will be forced to move to a new location in the near future, while the post office in Eschen will move from its current location to the new Essanestrasse shopping centre in 2022.
Post office closure
Liechtenstein’s smallest post office, located in Bendern, will close by the end of 2020. According to the post, transforming the branch would have been too expensive considering the small number of customers and the out-dated facilities.
No lay-offs
The changes being implemented by Liechtensteinische Post will not result in any layoffs.
Key outcomes
While the modernisation programme is on a small scale compared to similar programmes recently undertaken by other postal operators, the key outcomes are the same:
Modernised premises: Moving away from a bureaucratic feel to a modern, welcoming retail set-up.
Increased opening hours: Customers no longer accept post offices being open only in the morning; they expect longer opening hours to be able to collect their parcels or transact in-person business.
Access: City centre locations often lack convenient parking or disabled access. New or redeveloped post offices should be in high foot traffic areas, with easy parking and adequate access for disabled customers.
Product range: The complementary retail range offered in post offices needs to be reviewed and renewed continually, especially as customer tastes and needs change.
Partner-operated post offices: A partner-operated model (for example a franchise network) can help provide a nationwide post office network without all the overheads of corporate-owned post offices.
The only other key aspect not part of Liechtensteinische Post’s current programme is the POS system. Is it modern, easy-to-use, fully integrated with parcel tracking, and operator-friendly? Can it be used for self-service terminals in the future? A bad POS system can hinder a post office network from being truly successful.
Next: going omnichannel
The next step facing many postal operators is creating a true omnichannel experience while playing to the unique strengths of the post office network.
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