Technology and streamlining have transformed the service
SINCE BECOMING A trading fund 10 years ago, Hongkong Post has had to depend on itself for developing its business resources, unlike the good old days when it was an agency funded by the government.
With the arrival of the great e-mail challenge and the fast-growing competition it posed, Hongkong Post has had to focus on service excellence, which is regarded as the key to attracting more customers.
Much research had gone into seeing how the service provider could do more with the same amount of resources and by streamlining the workflow, said Y.F. Chan, assistant postmaster- general (postal) at Hongkong Post.
One example was the next-day-delivery guarantee for local mail posted before 6pm. In the past, Hongkong Post picked up local mail twice a day.
'We felt this was unnecessary and not customer-centric enough,' Mr Chan said.