1. ®
Kevin Seller
Head of Government
Services
Post Office

2. ®
Channel Shift Live
8 December 2011
Kevin Seller, Post Office Ltd
Make the Post Office your front office www.postoffice.co.uk/government
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Office® IN THE STRICTEST COMMERCIAL CONFIDENCE

3. ®
The future
•Network modernisation - £1.3bn investment in
refurbishment, new services, improved customer experience
•No closure programme – remain at around 11,500 locations
(larger than banks and building societies combined)
• 93% population live within 1 mile
• Half of all adults visited last week
•New models – mains and locals
•A front office for Government – dedicated services, supporting
all channels
Post Make the Post Office your front office www.postoffice.co.uk/government 3
Office® IN THE STRICTEST COMMERCIAL CONFIDENCE

4. ®
New models
•Mains
• More modern, professional environment, open plan
• Longer opening hours (improved access)
• Full range of government services including complex
transactions, self-service, greater individual customer
support
• Locals
• Integrated, locating services on retail counter
• Longer opening hours (improved access)
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Office® IN THE STRICTEST COMMERCIAL CONFIDENCE

5. ®
Dedicated areas
•Consultation areas – internet enabled PCs for complex
transactions, assisted applications and confidential, individual
customer support
•Self service kiosks – access to digital forms (online
transactions), individual support (live video link and in-branch)
•Biometric services – biometric data capture (e.g. photo card
driving licence renewal)
Make the Post Office your front office www.postoffice.co.uk/government
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Office® IN THE STRICTEST COMMERCIAL CONFIDENCE

6. ®
Multi-channel approach
•Where and when the customer wants
•Digital, including mobile
•Partnership with UK Online and libraries
•Face to face
•Rural, mobile network
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Office® IN THE STRICTEST COMMERCIAL CONFIDENCE

7. ®
Inclusion
•In urban deprived areas, 99% of population live within one mile
•Trusted brand, long history of supporting most vulnerable,
excluded members of society
•Currently manage 3m bank accounts for those receiving
benefits, state pension and tax credit payments
•Commitment to social and digital inclusion
Make the Post Office your front office www.postoffice.co.uk/government
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Office® IN THE STRICTEST COMMERCIAL CONFIDENCE