Q: Give us an overview of Botswana Post’s journey in embracing digitalisation.
A: BotswanaPost, as a leading postal and logistics service provider, understands the importance of embracing digitalisation to meet the evolving needs of our customers due to the decline of the traditional mail business. To remain reliable and relevant, we have over the years successfully implemented various digital solutions, such as the Poso App, PosoMoney, Poso Online, DigiPost and Virtual Teller Machines, which offer postal and diversified services. Adding to this is the latest digital offering aptly named Posa’it.
Q: Tell us more about the Posa’it app and its key functionalities.
A: Posa’it is an application that will enable our customers to seamlessly access a range of postal services on an integrated and unified interface. It combines ALL BotswanaPost Apps: PosoApp, PosoMoney, and DigiPost hence offering our customers a wider accessibility to postal and agency services which are developed and delivered in phases.
Its functionalities include agent and customer self-registration and provision of value-added services such as prepaid electricity and airtime, vehicle licence and post box renewal, and Motshidisi and Mosako insurance premium payments. Added to that are mobile money services inclusive of transfers, card-to-wallet top-ups, cash in and out at agents, P2P transactions, cash in and out at branches, and track and trace functionalities
It is a game changer that is set to deliver exceptional experience beyond postal services.
Q: Does the app align with the company’s strategic diversification plan?
A: Our mission is to improve lives by providing affordable convenience through quality, profitable postal and diversified services – to realise this one of our strategic objectives is to expand and diversify e‐services products and channels. These e-services products and channels are the digital offerings we provide and it speaks to the addition of digital services and channels to existing ones.
Posa’it is consolidating PosoApp, PosoMoney and DigiPost, joining PosoOnline and the Virtual Teller Machine (VTM). This is part and parcel of working at increasing and improving multi-channel access – that is the channels through which postal services can be accessed. Of which are core elements of our strategic diversification plan.
Q: How does it complement the traditional postal services provided by Botswana Post?
A: At BotswanaPost, our dedication remains steadfast in terms of the expansion of our physical presence but also embracing digital innovation to keep up with the dynamic business environment and meet the evolving needs of our varied clientele. It is imperative that whilst we increase our postal footprints we augment this with digital channels and services simultaneously.
Q: How has Botswana Post ensured a seamless and user-friendly experience for customers using Posa’it?
A: Posa’it was developed in-house by a team of capable Batswana, who are in tune with local needs and have developed a user-centric solution, while at the same time streamlining and simplifying the onboarding process. Furthermore, the solution offers the user a logical navigation structure with clear layouts, concise content and consistency in branding and visual elements throughout the app.
In addition to this, the BotswanaPost Customer Contact Centre is readily available to assist with all customer queries for Posa’it.
Q: How is Botswana Post addressing the issue of digital inclusion to ensure that a diverse range of customers can benefit from Posa’it?
A: Digital inclusion is at the core of what we do, we strive to ensure that no one is left behind or left out in terms of our postal reach and service provision. A core example of this is our investment in building and expanding digital our infrastructure. For instance, projects like; DigiPost and PosoMoney, our mobile money solution, the standalone app was and is available for all, living up to its slogan of Any Phone, Any Network. It is available on any phone, specifically not limited to a smartphone even ordinary feature phones and across all mobile network operators at affordable rates.
Following on this we always ensure that our digital offerings are inclusive; easily accessible and easy to use. Posa’it is a free app with affordable service fees and easy to use, with a wide array of services.
Furthermore, BotswanaPost continues to expand its collaborations with community organisations, technology partners and other wider stakeholders like banks to reach the underserved and under-banked Batswana.
Q: In your quest to digitise, how do you balance the preservation of traditional postal services with the increasing reliance on digital solutions?
A: In alignment with BotswanaPost’s strategic objectives, our approach to reinvention encompasses a dual commitment to preserving traditional postal services while harnessing digital solutions to meet evolving customer demands. Central to this, is the focus on property values preservation, manifested through the refurbishment and construction of new Post Offices nationwide.
This initiative not only strengthens our physical presence but also underscores our commitment to serving communities across Botswana.
Simultaneously, BotswanaPost embraces digitization as a pivotal enabler in adapting to the dynamic landscape of modern communication. By leveraging digital innovation, we ensure a comprehensive service provision that caters to diverse customer segments. As part of our strategic agenda, we actively engage in initiatives such as the annual letter-writing competition facilitated by the Universal Postal Union (UPU). This initiative not only promotes literacy and creativity but also reinforces the lasting relevance of traditional postal services in fostering meaningful connections.
Furthermore, BotswanaPost is committed to revitalising philatelic efforts through the Philatelic Society, which recognizes and promotes the significance of stamps and its connection to cultural heritage appreciation and social and economic empowerment. As part of our efforts to celebrate national pride and heritage, we proudly sponsor the stamp design competition during the annual National Arts Festival.
Through these endeavours, BotswanaPost reaffirms its commitment to sustainability, innovation, and community engagement ensuring a harmonious balance between traditional postal services and diversified services brought about by digital advances.
Q: In conclusion, what is the long-term vision in the context of digital transformation?
A: At BotswanaPost we remain committed to technology to assure our customers unparalleled accessibility to postal and diversified services through digitalisation. Through digitalisation, we can provide new solutions; improve efficiencies and positively customer experience.
We will continue to stay ahead with technological advancements whilst stimulating digital and financial inclusion, in a bid to keep up efforts of positioning BotswanaPost as a leader in innovation and fintech – offering customers convenience and accessibility.