A Consumer Focussed Approach into the Digital Age:

The German Case

Niels KiehneSales Director, Mentana Claimsoft AG (member of FP-Group)

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Changing Postal Market Environment

CustomersCustomers

Postal operators

Postal operators

Postal market

suppliers

Postal market

suppliers

LiberalisationCompetition should lead to Divers product and solutions

offering Choice between different

providers Safeguard universal service

offering

Technical change Digitalisation Increasing internet

penetration Networking Web-based service (Cloud

Computing)

Increasing dynamics and complexity New digital service options

Declining mail volume

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No Future for Physical Mail?

source: UPU data, estimates based on UPU, postal operators, FEPE

- 20% minimum

- 40% worst case

World Business Mail Volume - ProjectionWorldwide per dayWorldwide per day

~ 1,2 bn. letters

~ 250 bn. e-mails (90% spam)

~ 3 bn. requests

~ 2 bn. Videos

~ 660 Mill. users

~ 1,2 bn. letters

~ 250 bn. e-mails (90% spam)

~ 3 bn. requests

~ 2 bn. Videos

~ 660 Mill. users

@

Mail volume decline 2009 - 10Mail volume decline 2009 - 10

Source: ÖPAG, European Postal Services 2011

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From Physical to Electronic Mail

Hybrid Mail

classical letter mail

Reverse Hybrid Mail

Senderel

ectr

on

icp

hys

ical

electronicphysicalRecipient

E-mail

Secure e-mail

E-signature

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De-Mail: the German Approach for Secure E-mail

A secure communication infrastructure -

As simple as e-mail, as secure as conventional mail“

Legislation sets the framework and standards for De-Mail De-Mail: Sending and receiving secure electronic mail (obligatory) De-Ident: Identity service (optional) De-Safe: Electronic Archive (optional)

Business Community implements De-Mail Legally regulated accreditation and certification process for De-Mail providers Interoperability between De-Mail providers

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De-Mail - Advantages Compared to E-mail

Citizens

Businesses

Public Authorities Banks/ Insurance companies

Who is the sender / recipient ? Secure authorisation process

Is communication confidential? Communication transport is encrytped Optional end-to-end encryption

Is communication reliable? Delivery options like conventional mail:

registered, delivery confirmation, confirmation of receipt

Legally valid!

„A legally certified web in the web“

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De-Mail Expectations and Experiences

De-Mail providers are currently in accreditation / certification process

First De-Mail products / services are expected in January 2012

Expectations from Federal Government Registrations from 2-3% of population and ~150 mill. items in the first year

Up to 1,5 bill. Items after 5 years (~8% of total mail volume)

Expectations were confirmed during regional pilot project in autumn 2010 /

spring 2011

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What consumers want

Consumer Preferences: Example Invoices

What consumers get

Strong need for multichannel-options to respond to customer requirements!

% of consumers prefering paper invoices**

% of consumers getting electronic invoices*

Source: *Itella Infromation survey 2011**Austria Post/IFES 2011; VDBF 2010; EMSA UK 2011; Swiss Post 2011; EMA US 2010

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@

SenderSender RecipientRecipient

Public AuthoritiesPublic Authorities

ConsumersConsumers

BusinessesBusinesses

Public AuthoritiesPublic Authorities

ConsumersConsumers

BusinessesBusinesses

Hybrid MailHybrid Mail

The Future of Mail: Customers Require a Multichannel Strategy

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The Supplier‘s Perspective: FP-Strategy into the Digital World

Hybrid Mail

Classical letter mail

Reverse Hybrid Mail

Sender

elec

tro

nic

ph

ysic

al

electronicphysicalRecipient

E-Signature

E-mail

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For further information:For further information:

www.francotyp.comwww.francotyp.com

www.internet-access.dewww.internet-access.de

www.freesort.dewww.freesort.de

www.mentana-claimsoft.dewww.mentana-claimsoft.de

Niels Kiehne Sales DirectorE-mail: n.kiehne@mentana.de

                                       Mentana Claimsoft AG Griesbergstr. 8D-31162 Bad SalzdetfurthGermany

Many thanks for your attention!