Our territorial network

We have 12,755 Post Offices throughout the country

The Group’s omnichannel platform provides for the monitoring of customers and the provision of services through 3 main types of channels:

• the proprietary physical network: this consists of the Post Offices, the sales force for business customers and the logistics network for mail and parcel delivery;
• a digital infrastructure and remote contact points: made up of all the Group’s digital channels (apps and web) and the contact centre, capable of serving the entire national population;
• the third-party physical network: made up of more than 49 thousand¹ points, the result of commercial partnership agreements for the marketing of Group products and services managed also through the acquisition of the company LIS.

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¹ Figures at 31 December 2024.

PHYSICAL NETWORK OF POST OFFICES 

All workforce data is shown in full-time equivalent terms in thousands.

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Physical network - business and public administration

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Digital infrastructure and remote contact points - web, app and contact centre 

The Group has implemented a programme of “digital transformation” of all its service and offer models in order to guarantee its customers contact experiences based on an omnichannel approach.

During the period, the Group continued to work on improving the digital channel experience (app and web) both in terms of simplicity of interactions and operations and in terms of strengthening the digital sales channel; it also paid special attention to the development of the new single app Poste Italiane.

The Group’s digital channels (app and web) are as follows:

• Poste Italiane app (formerly Ufficio Postale app): during the course of 2023, a profound transformation and e  nrichment process was initiated that will see it become the only Poste Italiane app.
  In the course of 2024, all Poste Italiane products were made available, as well as almost all the functions already accessible from the BP and PP apps.
  With the new app, from a single access point, customers can purchase and manage cards, current accounts, postal savings bonds, savings books, insurance policies, electricity and gas supplies, fibre telephony services and SIM cards.
  Also to support the integration with the physical channel, through the new app it is possible to book appointments at the Post Office through a simplified process, send mail and parcels and check the status of your shipments, pre-fill forms to speed up certain operations at the Post Office, and consult your notice board with receipts of operations carried out on both the physical and digital channels.
  For further available functionalities, please refer to what is explained later in this document.
  The app will be progressively completed with the latest functions relating to Poste Italiane services and will become for the customer and the user a single point of reference for all their needs.
  The new Poste Italiane app was elected Product of the Year 2024 in the category “App - Simple Experience”.
  In addition, it was among the winners of the MF Banking Innovation Award, in the category “Value Proposition for Private Customers” and of the Digital Xperience Awards, in the category “Best Mobile App Experience”, and was 1st in terms of downloads from stores among Finance category apps.
• Postepay app: app for purchasing and managing Postepay payment cards, telco products and the Energy offer. Mobile payments can also be made via the app; in 2024, the app recorded a store rating of 4.6 and 1.4 billion total interactions.
• BancoPosta app: app to purchase and manage the Group’s financial/insurance offer on the move: current accounts, postal savings and insurance policies; in 2024 the app recorded a store rating of 4.7 and over 1 billion total interactions.
• Poste Italiane app (formerly Ufficio Postale app): in 2023, a profound transformation process was initiated that will see it become the only Poste Italiane app and that will make it possible to locate the most convenient Post Office and book an appointment, reducing wait times, check the status of a delivery, book a collection at the Post Office or send parcels or mail. The app has been supplemented with new features such as a simplified booking model, a new profile and notice board section, a financial section for managing accounts and cards, card-less payments and withdrawals, and will gradually be completed with all the functions and services of Poste Italiane and the Group companies.
• Poste.it website: it is the Group’s consumer and business portal, where the range of services offered to customers is available. The portal also allows customers to consult and manage the products in their possession.

In addition, Poste Italiane also manages:

• PosteID app: the Poste Italiane Digital Identity app (SPID - Sistema Pubblico d’Identità Digitale.

Third-party physical network

In the Group’s omnichannel strategy, a crucial role is played by the third-party physical network, which complement the network of Post Offices for accessing transactional services. The objective is to create a platform for the integration of the Group’s products with new third-party distribution channels and to use third-party services within the Group’s commercial offerings.
Poste Italiane contracted an extensive network of contact points, which was further strengthened during the year 2022 with the acquisition of LIS, and counts roughly 43 thousand contact points at 31 December 2024.

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The acquisition of LIS, which took place in September 2022, made it possible to increase the operations of the omnichannel platform; in particular, the volume of business on third-party physical networks was expanded thanks to the entry into the Group’s perimeter of transactions carried out on LIS points relating to products also not belonging to the Poste Italiane Group’s offer.

In particular, the Poste Group’s strategy on the third-party physical network channel aims to achieve the following objectives:

• integrate and develop the commercial offer on the physical networks of third parties (e.g. telephone top-ups of other operators and other services). Average daily transactions increased to just over 1 million in 2024 (of which LIS accounts for 85%, both with Poste Group products and others);
• extend the network of points to offer the services of the Poste Italiane Group guaranteeing extensive coverage and quality.
  
  At 31 December 2024, the network consisted of around 49,000 points, including around 43,000 LIS affiliated points between tobacconists², Ho.re.ca points and newsagents. Within the Punto Poste network, thanks to the partnership with Deutsche Post DHL Group, the expansion of the network for shipping services only is underway with the development of the locker asset. In 2024, the Punto Poste network expanded by around 2,500 new points and reached more than 18,200 proximity points by 31 December 2024, which together handled more than 34 million deliveries and parcel acceptances during the year (+34% compared to 2023).
   

² Of the LIS-affiliated tobacconists, more than 16,000 are tobacconists belonging to the Punto Poste network, i.e. the network of collect points (businesses) and lockers that offer parcel delivery and dispatch services mainly related to the e-commerce market.

Pudo (Pick Up - Drop Off) network

The evolution of e-commerce in recent years has led to the emergence of new logistics and delivery requirements: among these, Out of Home Delivery (OOHD) is emerging as an increasingly popular solution among European consumers.

Flexibility and accessibility are the main determining factors behind consumers’ choice of Out of Home Delivery. In addition to convenience, OOHD helps reduce the environmental impact by, for example, minimising vehicle mileage and reducing CO₂ emissions by delivering more items per delivery point.

The OOHD includes a number of alternative delivery methods to traditional home delivery. In recent years, the Poste Italiane Group has strengthened its PUDO (Pick-Up-Drop-Off) network, which includes the points of the Punto Poste network (local pick-up points, automated lockers-lockers-etc.), as well as all Post Offices used for the poste restante service, where customers/vendors can have their consignments delivered. At 31 December 2024, the PUDO network used by the Poste Italiane Group comprises around 30 thousand  physical points.