Implementation of Posti’s Mail and Parcel Logistics System for the Modernization and Efficiency Enhancement of Nigerian Postal Services (NIPOST)

Abstract

Postal services play a crucial role in global economies, driving growth and prosperity. This study investigated the Nigerian Postal Services (NIPOST) infrastructure to identify areas for improvement and proposed a framework for integrating electronic parcel machines (EPMs) to enhance customer experience, operational efficiency, and cost-effectiveness. Drawing inspiration from Finland's Posti, the research focused exclusively on logistics and parcel delivery, excluding other modernization aspects such as digital mail and financial services.

A mixed-methods approach was employed, combining qualitative and quantitative research. Semi-structured interviews were conducted with key stakeholders from NIPOST and Posti, while relevant documents were analyzed to provide context. Additionally, a survey was distributed to NIPOST customers in key Nigerian cities to assess awareness, interest, and preferences regarding EPMs.

The results indicated significant potential for EPMs to improve NIPOST's service delivery, with benefits including increased convenience, security, and customer satisfaction. The study developed a comprehensive roadmap for implementing EPMs, emphasizing scalability, performance measurement, and strategic placement. Ultimately, it was concluded that adopting EPMs could substantially enhance NIPOST's operational efficiency and customer service, positioning it more competitively in the evolving postal landscape.