Voice Mail

Johannes Cramer, Member of Executive Management and Head of Logistics Services at Swiss Post, explores the factors behind Swiss Post’s consistently high performance, from its strong organizational culture and commitment to public service to the regulatory framework that shapes its nationwide operations. Mr Cramer reflects on how Swiss Post delivers reliable postal services across Switzerland, including in remote and geographically challenging areas, and how its employees contribute to a wider sense of national cohesion. He also discusses how digital services, artificial intelligence and route optimization can help Swiss Post fulfil its universal service obligations. Looking beyond Switzerland, Mr Cramer explains how Swiss Post relies on partnerships with international postal and logistics operators to connect with markets beyond its domestic network. He highlights the importance of collaboration, including in the context of the UPU, in supporting Swiss Post’s operations beyond Switzerland.

Mr Omar Emilio Torres De León, Viceminister of Commerce and Industry of the Republic of Panama and former Director General of Correos Panama, discusses the vision behind Panama’s National Georeferenced Postcode System and the role it plays in making everyday interactions simpler and more efficient. Mr Torres De León explains how the initiative was designed with a user-first approach, creating a technology that is easy to use, access and share. Developed to complement existing e-commerce and last-mile operations, the georeferenced system was built to fit into people’s daily lives while taking advantage of existing government capabilities and collaboration. Looking ahead, he shares his hopes for a future where georeferenced postcodes become embedded in everyday culture and communication, making it easier for people to answer simple questions such as where to send, receive, collect or deliver something. He also reflects on the importance of integration, emphasizing that the success of a postcode system depends on how accessible it is and how easily it can be incorporated into platforms, applications and services that help people locate places and connect with one another.

Sitara Huseynova, President of the World Association for the Development of Philately (WADP), Director of the Stamp Department at Azerpost, and Vice-Chair of PostEurop's Stamps and Philately Working Group, discusses how philately is evolving to remain relevant in an increasingly digital world. She explores the challenges of engaging younger generations while preserving the cultural, educational, and storytelling value of stamps.   Ms Huseynova highlights emerging trends in stamp design and collecting and reflects on the role of initiatives such as the WADP Numbering System in promoting transparency, protecting collectors and making philately more accessible worldwide.   Looking ahead, she shares her vision for a more innovative, inclusive and interconnected future for philately, where organizations such as WADP, the UPU and postal operators work together to ensure that stamps continue to preserve cultural heritage, tell meaningful stories and create lasting human connections across generations.

As artificial intelligence becomes central to global development, the challenge is no longer only about shared principles, but how to translate them into practical guidance across sectors and contexts. In this episode of Voice Mail, Amandeep Singh Gill, United Nations Under-Secretary-General and Special Envoy for Digital and Emerging Technologies, reflects on how the United Nations Global Digital Compact can help turn global frameworks for digital cooperation into action on the ground, including through critical infrastructures such as postal networks. He explains how United Nations agencies are already using emerging technologies in areas such as health, education and humanitarian response, and how Posts, with their trusted last-mile presence and role in data and goods flows, are well positioned within this broader digital ecosystem. Mr Gill highlights the importance of aligning global guidance with national digital transformation strategies, ensuring that principles are embedded in real-world systems rather than remaining aspirational. He also underscores the role of the United Nations in convening stakeholders and supporting collaboration to ensure that digital public infrastructure and artificial intelligence serve inclusive and sustainable development outcomes.

In a rapidly evolving postal landscape, the sector is navigating significant change. Traditional postal operators are adapting to declining letter volumes, while the growth in parcels driven by e-commerce continues to reshape business models and operations. At the same time, powerful online platforms are influencing market dynamics, and customers increasingly expect faster, more flexible and transparent delivery services. Alongside these shifts, there is a growing push for greater digitalization and sustainability - creating both challenges and opportunities for innovation across the sector. As a result, long-standing models are being redefined, and new pathways are emerging. In this episode, we explore what these developments mean for the future of postal and delivery markets, ahead of the UPU Conference on Postal Regulation. Featuring insights from Ms. Antonia Niederprüm, Head of Postal Services and Logistics at WIK-Consult and Dr. Roel Gevaers, Professor at the University of Antwerp, the discussion also looks at emerging regulatory developments, including Europe’s move to end duty exemptions on low-value parcels, and how this could reshape cross-border e-commerce and global supply chains.

Tawnee Steinke, VP of Products and Partnerships at BoxC, serving as the Vice Chair of the UPU Consultative Committee (CC) reflects on how collaboration is shaping the future of global logistics. She shares how the UPU CC enables direct dialogue between postal operators and private partners, helping deliver more seamless, digitally aligned cross-border services. Ms Steinke highlights how this collaborative model allows BoxC to better understand on-the-ground realities, co-create solutions, and strengthen customer experience worldwide. She also speaks to the unique strengths women bring to leadership, from empathy and active listening to building meaningful, trust-based partnerships and approaching challenges with creativity and inclusivity. She closes with a message to women across postal services, tech and global partnerships: trust your expertise, embrace your perspective, and lead with confidence.

As cross-border e-commerce grows and countries revise customs thresholds, postal operators are adapting to a significant operational shift. In this episode of Voice Mail, Mr. Lati Matata, Director, Postal Technology Centre, UPU explains what Delivered Duty Paid (DDP) means in practical terms for Posts and customers, and why it matters now. DDP allows duties and taxes to be collected upfront and creates a smoother, more predictable customer experience. But implementing this across 192 UPU member countries and nearly 650,000 postal access points requires new systems, processes and close coordination. The conversation also explores the UPU TechCert programme, designed to ensure secure and stable integration between UPU technologies and private sector platforms. As the postal network evolves into a global digital platform, certification, interoperability and cyber resilience become essential foundations. Looking toward the 2026-2029 cycle, Mr. Matata outlines a unified UPU technology platform aimed at helping Posts diversify services, strengthen partnerships, and operate securely in an increasingly digital ecosystem.

For more than 170 years, India Post has been a trusted presence in people’s everyday lives. Today, as digital payments, e-commerce, and instant communication reshape how societies connect, the world’s largest postal network is navigating a transformation of an unprecedented scale. In this episode of VoiceMail, Ms. Vandita Kaul, Secretary of the Department of Posts, reflects on leading change within an institution defined by both its vast physical reach and its expanding digital capabilities. She shares how trust, built over generations, and the human touch remain central to India Post’s relevance in a digital world. The conversation explores how technology is enabling Posts to deliver far more than mail, from financial inclusion and citizen services to logistics, digital identity support, and innovative projects such as DigiPin and the integration of India’s Unified Payments Interface with global postal platforms. Ms. Kaul also discusses India Post’s alignment with the UPU’s strategic priorities and the opportunities for collaboration across the global postal network. While technology drives evolution, it is people-centered systems, resilience, and a strong core mission that allow the Post to continue connecting people and possibilities worldwide.

In this episode of VoiceMail, we speak with Robert Opp, Chief Digital Officer and Director of Digital, AI and Innovation at the United Nations Development Programme (UNDP), about the future of digital transformation and why its success depends on placing people, not technology, at the center. Drawing on UNDP’s work in 170 countries, Opp explains how digital systems can accelerate progress on the Sustainable Development Goals, but also how they can deepen exclusion when rights, governance and access are not addressed from the start. From the global digital divide to the need for secure digital identity and payments, he highlights the core building blocks countries must put in place to make digital services truly accessible. We also explore the unique power of the postal network, with more than 650,000 post offices worldwide, and how initiatives like the UPU’s connect.post can help ensure that even the most remote communities are not left behind in the digital age. Opp shares insights on UNDP’s AI work in Africa, the importance of data governance, and why this moment represents a critical inflection point: AI can supercharge societies, but only if the benefits are shared globally.

As mail volumes decline and e-commerce reshapes delivery, Portugal’s national postal operator has turned transformation into an opportunity. In this episode of VoiceMail, João Bento, CEO of CTT – Correios de Portugal, reflects on how one of the world’s oldest postal institutions continues to reinvent itself while staying true to its public-service mission.  Drawing on his background in engineering and systems design, Bento explains how a culture of problem-solving and precision helped guide CTT through a deep modernization journey. From rethinking its nationwide network as a platform for services to building in-house engineering capacity, CTT has blended agility with tradition to meet the needs of a digital economy.  Bento also shares his belief that while technology changes systems, people sustain culture, and that the postal sector’s enduring purpose lies in connecting citizens and businesses in tangible ways, no matter how digitized the world becomes.