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UK Post Office ramping up digital footprint with kiosks and digital signage

The U.K. Post Office is ramping up its digital footprint by piloting a number of technological enhancements — including self-service kiosks and digital signage screens — expected by Christmas 2014.

September 16, 2014

The U.K. Post Office is ramping up its digital footprint by piloting a number of technological enhancements — including self-service kiosks and digital signage screens — expected by Christmas 2014, according to The Guardian.

The Post Office's "modernization program" will see increases in self-service kiosks and other automated solutions throughout the U.K. Interactive digital signage screens will replace taped up posters on the walls; automated lockers are to increase access to packages; and 500 kiosks are already at 180 locations for customers to pay bills and buy stamps. The kiosks allow transactions via tablets, smartphones and home-based Internet services.

The Post Office hopes to attract more small businesses and "ordinary shoppers" and to increase sales of financial services with its new system, the article said.

Although many unions welcome the modernization initiative, some officials worry the services will lead to job cuts.

"Modernization has resulted in the closure or franchise of 75 Crown Post Offices across the country — a fifth of the nationwide network," said Billy Hayes, general secretary of the Communication Workers Union, in the article. "If the Post Office is serious about modernizing, improving its services and ensuring the current network remains, it must focus on attracting quality subpostmasters instead of offering them compensation to leave the business. These subpostmasters need to be paid a decent rate to run the service, and to ensure their staff are well-trained and provide first-class customer service."

But Post Office Chief Marketing Officer Pete Markey disagrees. "It is more around what they do," he said in the article. "I don't see us moving to a stage where there would be completely unmanned or unmonitored post offices. It's about making things more dynamic and interesting for staff — across a self-service kiosk rather than behind a counter all day. At the heart of the business are those characters who work behind the counter and their relationships with customers. It's about choice. You can choose the way you want to interact."