Posts have been offering their customers basic financial services for hundreds of years. As the nature of communication has evolved from letter post to electronic formats, Posts too are adapting and expanding their services to meet the needs of an ever-changing society. This includes an increased focus on parcel post to facilitate e-commerce, as well as social and financial services to help achieve national social development policies.

At its core, this study identifies approaches and practices that can guide Posts, especially in emerging and transitioning economies, in their innovation journey.