Whether you need to send a letter, pay bills, or take a newspaper you go to the nearest post office. The old-fashioned way was a daily routine for many Lithuanian people living in rural areas. It changed after Tasker and Lithuania Post set up a partnership for developing a project called “Digital Mail Carriers.” Now, instead of walking to the nearest post office, people who live in a province can request a digital mail carrier to their homes.
According to Jonas Sadauskas, Lithuania Post Network Manager, rapid technological shifts changed consumer needs and enhanced mail carriers’ capabilities. Therefore, the organization had to meet growing demands and take one step ahead. Two years ago, Lithuania Post agreed on setting up a modernization process. “Digital Mail Carriers” was the first project ensuring that people in rural locations could quickly receive all mail services.
“From now on, a citizen can dispatch a shipment, subscribe to a magazine, pay bills, or use any other mail service by making a call, without needing to leave the house. These changes make mail carriers’ work and planning easier and increase accessibility to mail services for people living in Lithuanian province areas.” – said Mr Sadauskas.
The Challenge to Develop the System in 6 Months
Before launching “Digital Mail Carriers,” Lithuania Post hosted a public contest. The goal of the contest was to find a company that could develop and deliver an existing solution, which would make planning and optimizing digital mail carrier’s work more efficient.
The winner was a field service management solution provider Tasker. The company met all the requirements and had a plan on how to execute the project in the most efficient and promising way.
Arūnas Eitutis, CEO of Tasker, admits that during the execution process, the team had faced many challenges. In the media, people doubted the potential and the need for such a solution. However, the biggest obstacle was a short development time. Digital Mail Carrier information system had to be customized and prepared for users in six months.
Mr. Eitutis expressed the struggles the team was facing, “Tasker and Lithuania Post teams had only half a year to prepare IT-based infrastructure. We did not only had to integrate Tasker solutions to internal Lithuania Post systems, but also customize them for convenient usage. Moreover, we had to install mobile printers, test the system, and teach the staff on how to implement new changes and deliver the best service accordingly.”
New Technologies for Mail Carriers
Along with the new “Digital Mail Carriers” project, the team also changed the information system metrics. It helped to eliminate human errors, reduce paperwork, and enabled real-time tasks and workload tracking.
Mr Eitutis said, that although the project had a short deadline, the Lithuania Post team made the process as smooth as possible. They equally participated during the developing, they were the first ones to test the system and give their feedback.
He continued, “Tasker solution distinguishes with unique data synchronization and user interface. Because the digital mail carrier’s information system is relatively large and has specific functionalities, each of them became a separate Tasker module.”
After the technical part was done, digital mail carriers were equipped with specialized work tools and taught how to use them. According to Ramūnas Krukonis, IT systems planning unit manager at Lithuania Post, mail employees are using Samsung Galaxy Tab Active 2 tablets. These devices are drop-proof, have special pens for digital signatures, and high-resolution screens.
Tablets have Samsung Knox software installed to make the management process even more effective. The system allows controlling devices remotely, which speeds up device maintenance and reduces reaction time.
Digital mail carriers also got drop-proof and waterproof Zebra Bluetooth printers. They print receipts to notify receivers where they can claim their order or print a payment receipt.
“We ordered special bags for all devices to make customer service more comfortable. Also, every mail carrier gets a company vehicle.” – Said Mr Krukonis.
Fewer Mistakes – More Completed Tasks
A successful Tasker solution changed the digital mail carrier’s daily routine. Now, after receiving a service, a customer signs on a tablet. Moreover, people can order all mail services in real-time.
The relationship between post office employees and customers also changed. Currently, instead of going to the post office, people can contact the call centre, and digital carriers will arrive themselves.
Changes brought plenty of benefits for the customer service. The numbers show the proof: in January, digital mail carriers executed 4.9 million tasks, and as for today the number doubled and reached 10 million completed tasks. All of the data was register on the system.
The growing number of digital mail carriers prove that the investments met what’s promised. At the beginning of a year, only 657 employees took on a new challenge, in July there were 1568 new employees.
Lithuania Post executives assigned a professional and well-organized team, which was able to finish the project in time and open doors for modernization.
“There are thousands of companies around the world that are facing modernization, optimization, and digitization challenges daily. We seek that Lithuania Post would become the symbol of transformation: an organization that successfully met Lithuanian people’s demands.” – Mr Sadauskas expressed the vision for Lithuania Post.
“Seven years ago, tech companies Tele2 Lietuva and iTo decided to develop an effective solution to manage tasks, operations, and employees. Tasker is the leading solution, which is optimizing and digitizing business operations for companies providing building maintenance, security, appliance repair, farming, HVAC services in Lithuania. Therefore, in 2018, a venture capital foundation Open Circle Capital together with the tech company iTo invested 300 thousand EUR in Tasker product development and business growth in international markets.”