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21.08.2018
The first Latvijas Pasts post office where postal services are provided according to a new concept has launched its operations: Riga post office No. 10 has resumed work in modern design premises after reconstruction and recruitment of new employees, introducing advanced customer service principles and active communication with visitors, optimising service processes and speed, as well as organising sales of goods on open stands. The only bicycle rack in Latvia which is located on the carriageway of the road has been opened next to the post office. It does not take up the area intended for pedestrians and allows for parking ten bicycles instead of two cars.
Taking into consideration the layout of the premises of Riga post office No. 10 and its location in the centre of the capital city at 41/43 Elizabetes Street, it has been selected as the first Latvijas Pasts post office of a new concept, ensuring the provision of high quality modern standards in regard to customer service, sales of goods and services, as well as exterior. The team of the post office has been built anew by launching the employee selection procedure and setting high requirements for the applicants in terms of both customer service and knowledge of foreign languages.
“Riga post office No. 10 is the start of a completely new culture of the provision of postal services in our company. This is a fundamentally different approach to the supply of goods and services, customer care and design. This positive development does not mean that we consider all previous experience as inappropriate, but it proves that we are a flexible and open company, always ready for a proactive approach, modern solutions and new challenges,” Mārcis Vilcāns, Chairman of the Board of Latvijas Pasts, points out.
The new concept post office offers a more visitor-friendly and flexible service model, providing services at a special standing counter and thus ensuring a closer contact with the customer. The processes at the post office are optimised so as to achieve faster and more efficient customer care: customers sign for the received items electronically in special signature terminals, eliminating the unnecessary consumption of paper, time and work resources. In turn, part of the most time-consuming operations has been transferred outside the post office to the sorting centre of Latvijas Pasts, decreasing the burden on the employees involved in customer service.
The open stands for retail goods also reduce the time spent at the post office: the range is freely available for viewing to any customer who can choose the desired product himself or herself and then pay for it at the cash desk. The item packaging is also laid out in the same way, allowing the customer to choose the one that is suitable for his or her item in a timely manner, without creating a queue and paying for the selected goods at the cash desk.
Riga post office No. 10 so far is the first post office of Latvijas Pasts where a complex solution in regard to customer service improvements has been implemented. At the same time, new cash register system computers will be installed in all post offices of Latvijas Pasts already in 2018, contributing to faster provision of services, and mobile terminals for the delivery and registration of items will be introduced.
In turn, the multifunctional In-Out customer flow management system has now been installed in 84 post offices throughout Latvia, organising not only the receipt of services at the post office on the spot, but also allowing customers to apply for the services remotely, using the Latvijas Pasts mobile app: this system is available at Riga post office No. 10 too. As a result of expanding the functionality of the app, it will soon offer the possibility to follow the progress of the queue in online mode, providing the opportunity to predict the time required to receive a particular service.
For two years Latvijas Pasts has been active in developing a more favourable environment for customers in post offices, and one of its elements is the installation of secure bicycle racks of special design, which will be set up next to 20 post offices by the end of 2018. A unique bicycle rack in Latvia has been opened on the carriageway of the road next to Riga post office No. 10. The rack does not take up the area intended for pedestrians and allows for parking ten bicycles instead of two cars. It has been widely welcomed by people and is being actively used.
About SJSC Latvijas Pasts
Latvijas Pasts ensures the widest availability of postal services throughout Latvia by maintaining more than 600 post offices. The primary function of the company is provision of the universal postal service; Latvijas Pasts also provides commercial transport, express mail, payment, press subscription, retail and philatelic services. Latvijas Pasts is a wholly State-owned company with around 4,000 employees. The quality measurements of Latvijas Pasts domestic mail deliveries are regularly conducted by Kantar TNS, one of the leading market, social and media research agencies in Latvia. In turn, the quality measurements of the cross-border deliveries are provided within the framework of the International Post Corporation through the intermediary of the research companies Kantar TNS, Ipsos and Quotas.
Additional information:
Gundega Vārpa | Head of External Communications
Phone: +371 67608505
E-mail: pr@pasts.lv; gundega.varpa@pasts.lv
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