Sustainability, Vol 13, Iss 2550, p 2550 (2021)
MDPI AG, 2021.
Rapid technological changes have forced postal operators to adapt their services to the needs of the information society, exploit new business opportunities, and pay more attention to emerging and rapidly growing direct and indirect competition. The main goal of the article is to provide an answer to the question Do we have to digitalize postal services? The objectives of the article are as follows: defining of the postal ecosystem concept; defining of postal e-services; developing an action proposal approach for the operator designated to create a digital ecosystem of the postal service. Therefore, it is necessary to survey postal operators regarding the digitalization of the economy and postal e-services. The survey should focus on individual customers, businesses and telecommunications market experts. The survey covered postal e-services supplied by the designated operator in Poland. Its assessment has been based on variables which have major impact on the perception of postal e-services. These variables include: scope of e-services, regulatory framework (security), competitiveness, telecommunications infrastructure, advancement of e-services, innovation level, and digital awareness and digital skills in the society. In order to meet these objectives, the article refers to the essence of the ecosystem as a solution to the research problem. Additionally, studies on postal e-services have been presented, which enable to develop an action proposal to strengthen the position of the postal operator in the postal ecosystem. The article is based on studies that use various research methods, such as critical analysis of scientific literature, synthesis and generalization, Delphi method, versatile benchmarking and graphic visualization. Additionally, findings of studies on e-services have been presented to cover the European Union, as well as solicit opinions of individual and business clients and telecommunications market experts in Poland. This enables to develop an action proposal designed to strengthen the position of the postal operator in the postal ecosystem. The study has delivered an answer to the research question. Thus, the authors can confirm that it is necessary to digitalize postal services.