Innovation and digitisation of processes In a complex and challenging scenario, the Group’s strategic evolution requires leveraging the development of innovation and the enhancement of technological assets.

Poste Italiane has undertaken a digitalisation journey that has involved both the Group's offering and company processes, transforming the distribution model from an omnichannel perspective, in order to guarantee the provision of services in an agile manner and aligned with customer needs. The implementation of the omnichannel strategy involved all business levels and, through the extension of the physical footprint and the strengthening of digital channels, it was possible to invest in the Group's digital transformation. Through the use of digital platforms that provide new and personalised products and services by exploiting the opportunities deriving from technological innovation, Poste Italiane has opened new communication channels capable of offering its customers a seamless experience in line with their needs.

In this scenario, by stimulating the growth of the productive fabric and favouring the simplification of the Public Administration, Poste Italiane has positioned itself as the Distribution Platform of Choice of the Italian System to support citizens in their daily life needs.

The Distribution Platform of Choice, in order to connect citizens, businesses and the Public Administration and meet their needs, has the task of addressing the emerging needs of the Country System through a Tech Ops Liquid Engine capable of enabling business evolution, articulated in four areas.  

 
To make a radical transformation possible in addition to strategic partnerships capable of accelerating the digitalisation of the country, the Company believes it is necessary to trigger a cultural change that involves all people in a series of aspects:

• culture: it is essential to establish a generative culture in which people are strongly oriented to customers and continuous improvement; 
• collaboration: adequate collaboration tools allow the creation of internal communities that progress independently and generate value for the entire corporate ecosystem; 
• improvement: continuous improvement must be part of the DNA of all employees in order to anticipate customer needs; 
• agile: the adoption of agile methods, not only on the production chain, makes it possible to provide a rapid response to the changes that a highly digital world imposes from the outside; 
• skills: it is necessary to strengthen internal skills through the inclusion of specialised resources (e.g. architects, software engineers, etc.) in order to internalise skills and create strategic business platforms in-house, through the establishment of specialised IT factories also located throughout the territory.

Poste Italiane underlines its commitment to innovation by participating in the seventh edition of the OPEN ITALY programme promoted by the ELIS Consortium. The Company's objective is to continue the path of innovation and digital transformation envisaged in the Strategic Plan, promoting the culture of open innovation and strengthening its leading role in digital evolution and innovation in Italy. In particular, during the OPEN ITALY programme, Poste Italiane collaborated with Clearbox and B4Tech.