Voice Mail

Ep 42: Regulating change - The future of postal markets in the e-commerce era

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.

Ep 41: Global Collaboration, Digital Transformation and Women in Leadership

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.

Ep 40: Delivered Duty Paid System, UPU TechCert and the Next Phase of Postal Technology

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.

Ep 39: India Post’s path through digital transformation

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.

Ep 38: UNDP's Robert Opp on the future of digital inclusion

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.

Ep 37: CTT’s journey from tradition to transformation

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.

Ep 36: Building the future of the postal sector one Congress at a time

The 28th Universal Postal Congress will bring together 192 member countries to decide the future direction of the global postal sector. In this episode of Voice Mail, Siva Somasundram, Director of Policy, Regulation and Markets at the UPU, offers a clear look at how the highest decision-making body of the UPU is being prepared, from shaping the agenda and proposals to supporting member states in the lead-up to key decisions.

 

As a plenipotentiary meeting, Congress plays a vital role in defining the UPU’s strategic direction, regulatory framework, and development priorities for the next four years. Somasundram explains what it takes to coordinate this process, from managing the flow of proposals submitted by member countries to organizing outreach that ensures informed and active participation.

 

This is an inside view of how global postal policy is negotiated, decided, and translated into action for the years ahead.

Ep 35: Tariq Al Wahedi, 7X Group CEO, on hosting the Universal Postal Congress

In this episode of Voice Mail, we explore what it means to host and prepare to chair the 28th Universal Postal Congress through the perspective of Tariq Al Wahedi, 7X Group Chief Executive Officer and Chair-designate for the upcoming event.

He reflects on the opportunities for collaboration and exchange that Congress can enable, and why this moment matters for the future of the postal sector. From informal networking to formal decision-making, Al Wahedi underscores the importance of bringing member countries together to engage directly on shared priorities and challenges.

This episode offers a behind-the-scenes look at Congress planning from a host perspective, and insight into how leadership and coordination come together in a multilateral setting.

Ep 34: Letters, Oceans, and Global Connections

Marine biologist and ocean climate advocate Carissa Cabrera joins us to talk about ocean conservation, youth engagement, and the importance of storytelling in driving global action. Drawing a powerful link between the work of the Universal Postal Union and the ocean movement, Carissa highlights how multilateral frameworks must be paired with bottom-up, community-driven accountability to truly deliver results.

 

Speaking as a juror for the 2025 International Letter-Writing Competition, Carissa reflects on the voices of young people who imagined themselves as the ocean, calling on humanity to care. Their words, she says, reveal not only deep empathy but a shared determination to act.

 

With over a decade of experience in science communication, Carissa also explores how creative expression, through letters, social media, or digital campaigns, can transform awareness into action, and how small, personal stories can influence global change.

 

This conversation is a reminder that youth are not just the leaders of tomorrow, they are shaping the future today.

Ep 33: Navigating digital identity for secure and inclusive digital financial system

Digital identity is far more than a practical tool – it is a crucial factor for financial inclusion and access to digital services. For people without an ID, those in remote areas, and many women, digital identity is key to accessing essential digital services. People without official identification are often invisible to systems, digital identity offers a path to recognition.

Visa has made it its mission to develop solutions that enable accessible, secure, and inclusive digital financial systems. Through its partnership with the UPU, Visa can further amplify its efforts to empower underserved communities.

In this episode of Voice Mail, Marie Austenaa, Head of Digital Identity at Visa, explains how Visa supports initiatives aimed at advancing women in the digital financial space – because empowering women benefits not only them, but also their families and communities. In this context, post offices play a crucial role as trusted partners in verifying digital identity. It becomes clear that digital identity is about much more than safely verifying one’s identity online - it is a tool that enables access to healthcare, education, and economic participation.