Text by: David Dadge
With more than 1.2 billion people estimated to be in lockdown with the closure of schools and non-essential shops, COVID-19 – now a pandemic – has effectively shut down most of the world.
In the face of this global crisis, Posts have sought to keep on delivering the mail. As the spread of the virus weakened in some countries, it grew stronger in others. There were announcements of the resumption of mail services in some countries, although, as the virus spread, there were further statements of suspensions.
Throughout early and mid-March, countries faced the continued suspension of flights, an integral element of postal logistics. Other countries followed the World Health Organization guidelines and practiced “social distancing.”
Health and safety first
Many Posts are operating against the background of restrictions on the movement of people and the closure of international borders to prevent the spread of the deadly disease. The sole focus of Posts throughout this period has been on the health and safety of staff and customers. To achieve this, postal operators have informed the UPU of a number of changes to their operations in line with the guidelines of the World Health Organization and the medical advice of governments. Every Post emphasizes fundamental hygiene procedures to be followed, including handwashing, sneezing and coughing into the elbow, and social distancing.
Deutsche Post DHL announced that its goal was full-coverage of postal operations, while implementing recommendations to slow the spread of the pandemic. Similar decisions were made in Australia, the Netherlands and elsewhere to waive the requirement for a signature upon receipt of parcels and registered mail with personal delivery. The new approach curtails contact between customers and postal workers, and prevents the spread of the virus through handheld scanners and pens. A message from Australia Post read: “Delivery will be conducted via limited face-to-face methods and will be effective immediately.”
“Many Posts are operating against the background of restrictions on the movement of people and the closure of international borders to prevent the spread of the deadly disease."
Correo Uruguayo in Uruguay announced that it was minimizing the spread of the disease by reducing staff numbers at postal facilities and introducing telecommuting where possible. The Latin American postal operator also reduced physical contact, closed post offices with large numbers of customers and created special collection points.
Italy has suffered one of the greatest challenges due to the tragic impact of the global pandemic on its population. Already the country’s top employer, Poste Italiane, has worked courageously and diligently to maintain the flow of post and to protect both its staff and customers. In a message sent to the UPU, the postal operator said it was “fully committed to playing its part in helping Italy to overcome this major challenge." In addition, the message stated that, "A dedicated committee, involving all senior management, has been working around the clock for a number of weeks, in close contact with the relevant institutional bodies, to define and continuously adapt directives and provisions in compliance with the government-mandated precautionary measures intended to prevent the spread of the novel coronavirus.”
The Italian postal operator also introduced a detailed sanitation plan accounting for its entire post office network, as well as vehicles and post offices. Safety equipment was also distributed to staff to protect them in their daily work and to ensure that customers could safely enter the country’s post offices. These methods are being adopted across the world as postal operators continue to work tirelessly to ensure that customers receive mail.
Suspension of services
Other countries acted to minimize contact between customers and postal workers to prevent the spread of the disease. These announcements followed a familiar pattern and many were also driven by the suspension of flights around the world.
Honducor announced it was suspending services until 29 March and said it was operating in line with the strict measures introduced by the Honduran government. The postal operator asked other Posts sending mail by cargo plane to discontinue this practice, otherwise it would be forced to store mail in customs warehouses. Honducor said it was prepared to make an exception for humanitarian aid. Zimbabwean postal operator Zimpost announced in March that, following the suspension of flights into and out of the country, it was suspending all inbound and outbound international mail operations from 19 March until further notice.
In Hungary, Magyar Posta said it was reacting to the decision of the Hungarian government to introduce a state of emergency for 30 days starting 16 March. The postal operator said it was only able to pursue its activities in strict compliance with the short-term measures passed by the government. For this reason, and due to the cancellation of flights, it was unable to transport mail to a large number of countries. “Magyar Posta is no longer able to guarantee compliance with delivery standards, in particular with regard to quality of service and remuneration for all categories of mail items (letter-post, parcel-post and EMS items) until further notice,” said the message.
Keep the mail running
Although this article only provides a snapshot of the enormous challenges faced by postal operators in early 2020, it does give an indication of the sheer enormity of the problem – one never experienced during peacetime in this century or the last. It also shows Posts reacting to circumstances often outside their control, while also determined to act in the best interests of staff and customers. By doing so, they have shown dedication, resourcefulness and considerable courage when confronted by a pandemic that has steamrollered across borders and the best laid plans of many governments. For this continued dedication to the international postal network, they deserve the full respect of everyone on this planet. DD
The sole focus of Posts throughout this period has been on the health and safety of staff and customers. To achieve this, postal operators informed the UPU of a number of changes to their operations in line with guidelines of the World Health Organization and the medical advice of governments. Every Post emphasizes fundamental hygiene procedures to be followed, including handwashing, sneezing and coughing into the elbow, and social distancing.
COVID-19 from a postal security perspective
UPU Security Program Manager Dawn Wilkes shares a behind-the-scenes look into how the UPU is managing the COVID-19 pandemic and what postal operators can and are doing to deliver safely.
Union Postale: How is the UPU monitoring the global threat of COVID-19 from a postal security standpoint?
Dawn Wilkes: The UPU works transversally across its varied departments to provide support and necessary information to its member countries quickly and efficiently. In addition to the Emergency Information System (EmIS) messages that our Quality of Service colleagues are working to keep current and consolidated for our members, we have also created a Critical Response consolidation folder within the Postal Security Group Sharepoint. All members can access this folder to collaborate on the current situations in their own countries and regions, as well as understanding the responses from around the world.
Has the UPU developed any guidelines for Posts regarding pandemics?
As you know, the UPU’s S58 and S59 Security Standards set out the basics for security. Within S58, there is guidance associated with disaster risk management and business continuity. The disaster risk management procedures and business continuity plan are designed to be utilized and adapted to each unique situation and can help with any disaster or unexpected circumstance. Additionally, disaster risk management has been a focus of the UPU’s Development Cooperation Directorate for several years, with the majority of financial support being provided by Japan.
What are some best practices you see coming out of designated operators?
The best practices are some of the simplest. One that we have seen from several Posts consists of a very simple consolidated website for employees and customers. Creating one centralized location to inform both employees and customers about the status of the COVID-19 situation domestically and internationally, as well as allaying fears, allows for peace of mind and security across the board.
Have you seen any cases where postal operators are supporting government emergency response measures?
As I mentioned, some Posts have created centralized websites or links to information for both customers and employees, which include alerting customers of scams associated with the crisis. Currently, some Posts are in discussion to deliver test kits within their domestic territories and are investigating the safest method to implement.
What are some of the lessons learned from this pandemic?
Some lessons learned are to be agile and ensure your organization is prepared with the updated disaster risk management and business continuity plans. Posts should test these plans before any crisis to ensure consistency and fluidity when a crisis occurs. Organizations also need to establish strong relationships among internal and external stakeholders to creatively address issues. KR
Posts on the frontlines
As one of the few organizations to reach people on their doorsteps each day, the Post can be an ally in delivering much-needed services during a pandemic.
Pakistan Post
In order to help the most vulnerable citizens during the COVID-19 pandemic, Pakistan Post has taken up the task of delivering pension payments to 1.5 million pensioners across the country.
The Posts Director of International Postal Service, Hafiz Shakil, called it a “herculean task”, but also a national duty.
“Amid Covid-19 pandemic and its deadly impact on human life, Pakistan Post has stood tall to fight the menace and serve humanity,” said Shakil.
“Amid Covid-19 pandemic and its deadly impact on human life, Pakistan Post has stood tall to fight the menace and serve humanity.”
During the first three days of offering the service, the Post had already dispersed some PKR 3.1 billion (USD 18.7 million) to 200,000 pensioners.
The new service is meant to help encourage elderly citizens to protect themselves from the virus and honour social distancing guidelines. Encouraging customers to stay at home will also protect the health of the country’s postal office staff. Delivery staff have been equipped with masks, gloves and hand sanitizer to protect themselves while making their rounds.
Philippine Postal Corporation (PHLPost)
In addition to continuing mail delivery, PHLPost is now helping municipalities roll out COVID-19 relief operations by delivering supplies to medical personnel and communities.
Postmaster General Joel Otarra said it was the Post’s role to serve the public.
“In our own little way, we are fulfilling the organization’s mission of serving Filipinos wherever they may be. PHLPost vowed to help the community any way we can, after all we are in this together,” he said.
“In our own little way, we are fulfilling the organization’s mission of serving Filipinos wherever they may be. PHLPost vowed to help the community any way we can, after all we are in this together.”
In Pasig City, for example, postal staff were assisting on the frontlines using the Post's recently acquired “Green Delivery” electric bicycles. The small vehicles make it easier for postal workers navigate narrow streets to help deliver the relief supplies quickly to those in need.
In a statement, the PHLPost said, “Through our concerted efforts, PHLPost hopes that we shall continue helping each other with dignity and pride. Because the essence of service is our love for the people, for the nation, and together we will win this fight.” KR
Mapping the economic impacts of the COVID-19 pandemic
New data from the UPU shows that measures taken to slow the spread of COVID-19 have disrupted international postal services, resulting in a decline in global mail volumes.
According to the report, the UPU recorded a 10 percent drop in tonnage and a 15 percent drop in the number of postal items on the previous year during the period 23 January to 23 March, 2020. The period aligns with the first wave of measures taken against the virus, beginning with the closure of Wuhan Airport on 23 January.
The decrease in volume amounts to at least 10,000 tons. Postal items weighing less than 2 kg saw the most significant drop, with a 13 percent decrease in tonnage and a 16 percent decrease in the number of items sent.
The UPU has established an Operational Continuity Unit to discuss best practices for dealing with the pandemic and support member countries with information and potential solutions to mail disruptions. More information on the actions undertaken by the UPU can be found here: http://www.upu.int/en/covid-19. KR