World Mail Awards

Corporate Social Responsibility

Unfortunately in today’s “throw away” society, the voluntary approach to Corporate Social Responsibility does not always lead to organisations meeting their environmental and social obligations. This award serves to encourage and reward those global operators who lead by example and have implemented a structured approach to social responsibilities within the business plan.

This will include social, environmental and ethical impacts – also known as triple-bottom-line reporting. Judges will be looking for evidence of the expansion of directors’ duties to manage and minimise such impacts, as well as for measurable results.

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Customer Service

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This award is for mail operators who deliver exceptional and industry-leading customer service or for operators who have made significant improvements in customer service in the past year. Customer service does not relate to the basic mail services but to the quality and ease of interaction between customers and their mail operators; and to the effective, flexible and friendly way that queries and problems are solved. The judges will seek quantification of the degree and rate of improvement.

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e-Commerce

This category focuses on initiatives that exploit the power of the worldwide web as a communications and business medium. Nominations and applications will be accepted for developments that use internet technologies to deliver value to stakeholders in the mail industry.

Applications are not limited to public internet sites and may, for example, include the use of internet technology for inter-organisational collaboration, for e-messaging, trading or other commercial functions. Applicants must be able to demonstrate that benefits are delivered to the ultimate users of mail services and that the functionality of the technology can be translated to other related areas (geographic or functional) of the mail industry.

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Growth

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Achieving growth, either in volume or value, is an important business goal. Applicants for this award will have to demonstrate that they have implemented strategies or initiatives that have clearly encouraged the greater use of mail and/or parcels, beyond that which would have come organically.

The judges will consider postal organisations that have developed products and services that have encouraged existing customers to generate additional activity, or that have encouraged new types of customer. Submissions will also be welcomed from users of postal services who have developed new products that have, as integral to their design, the use of mail or parcels services. The judges will be looking for a track record of achievement over time and will look particularly favourably upon initiatives that have grown the entire market as opposed to just winning share. They will also take due regard to the degree to which the initiative could be adopted by other organisations.

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Industry Leadership

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The Industry Leadership Award recognises the exemplary leadership of an individual in advancing the postal and mailing industry. Industry leadership accomplishments honoured are most likely to be innovative, unique, an industry “first”, or celebrate a long and sustained record of innovation or management. Such a record may have been established in a variety of ways and over a period of more than one year, not necessarily during the preceding year, but fairly recently. Examples include, but are not limited to, the following: development of novel industry partnerships; a unique commitment to postal customers; or exemplary management of an institution to bring benefits to various postal industry stakeholders. Nominees must be living at the time they are nominated. Please note that nominees must be persons, not organisations. A special panel of distinguished judges will determine the winner of this award from the nominations received.

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Innovation

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This category is for new ideas and initiatives, whether technology related or not, that deliver value to mail users. The outcome of the initiative could, for example, deliver new or improved services or make existing services easier to use or access. Innovations leading to cost reduction can be included, provided that it can be demonstrated that the benefits of the reductions are shared with mail users. The judging panel will seek to understand in each application the degree of innovation in terms of breadth (i.e. quantity of customers), depth (i.e. magnitude / impact, its transferability and the likelihood that benefits will be realised.

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People Management

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With postal authorities being amongst the world’s largest employers, internal relationships and good people management significantly reflect on the competitive advantage and success of the company. The judging panel of this award will look for examples of excellence in people management practice in such areas as change management, partnership with unions, motivation, raising performance, training and development.

They will also need to see effective policies to encourage fairness, diversity and the creation of a culture of customer focus, quality and improvement. Applications must be supported by appropriate measures that provide evidence of the positive impact an organisation has made by investing in its people.

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Quality

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The integrity of mail quality is increasingly important as networks become more competitive. This award is designed to highlight worthwhile initiatives that help the customer identify and recognise best practice in terms of delivering mail quality. The judges will be seeking clear evidence of examples of new products or initiatives that have enabled mail companies to introduce, enhance or deliver substantial mail quality improvement. Applications are invited from organisations of any size in any part of the world and the judges will recognise quality in the framework of the country from which the application has been submitted.

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Retail Project

This new award will be made to the post office network that has, in the view of the judges, successfully implemented a significant retail transformation programme that has had a measurable and enduring effect across its business spectrum.

Applicants must demonstrate an impact across a number of key business dimensions. These would typically include, but are not restricted to, improved customer service, product development, cost reduction, or improved financial returns. The judges will also look for evidence of the use of retail technology and will take due regard to the degree of modernisation and originality.

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Security

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Mail security is of paramount importance. Drug smuggling is a global problem. Fraud arising from internet commerce is increasing exponentially. Aviation safety must be protected. Operator internal controls must be robust. Criminals will always try to be one step ahead of security measures. This award is aimed at the mail operator, security organisation or supplier who, in the view of the panel, has done the most in the past year to assist detection and/or prevention of crime or fraud in the postal process.

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Technology

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The successful application of technology has become a significant feature in gaining competitive advantage. This award seeks to identify situations where the implementation of technological solutions has brought clear market advantage to an organisation operating in or allied to the international or domestic mail industry, whether it is a private or public operator, supplier or ancillary service provider. Such competitive advantage can be derived from improved service quality, cost reduction or enhanced product features.

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Transformation

This award is for a postal organisation that has undertaken considerable change with a focus on meeting its mission and bottom line results. This includes transforming the role of post office to ensure profitability; rationalisation of the network; optimisation of labour and equipment resources; new labour agreement and outsourcing on non-core areas. The judges will look for a postal administration which has transformed itself deeply and broadly with a real impact that can be measured by the outcome. They would not consider “hype” or discussion of change with little action. The basis would be on execution and result of pervasive change and on the application of private sector leading practice in transformation and operating efficiencies. Speed of change, scale of change and best use of resources will be of prime interest to the judging panel.

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