The UPU’s Postal Operations Council (POC), which manages the technical and operational work of the organization, met at UPU headquarters last week to advance a workplan that will improve postal services globally.
The POC met for its first work session in the UPU’s 2026-2029 cycle, during which member countries took several steps to navigate mounting pressures whilst providing a better postal service for citizens and customers – particularly e-commerce sellers and buyers.“Sending customers’ needs and wants are fast evolving. They expect faster, more predictable delivery, frictionless services with full end-to-end visibility and flexible delivery options,” said Nadine Devisch, who represents Belgium as co-chair of the POC’s Committee 2 on Physical Services, which oversaw discussions on key service improvements.
“Receivers also want greater flexibility in where and when their items will be delivered, and both senders and receivers want seamless, simple merchandise returns and reverse logistics solutions,” she added.
Lindsay Welsh, who represents New Zealand as POC Committee 2 co-chair, explained, “Posts are under real pressure to meet e-commerce customer expectations: predictable delivery costs, reliable and more transparent service, and returns that are simple and trackable.”
The Council approved a number of service features that addressed customer needs. It proposed frameworks for a delivered duty paid (DDP) service, which will ensure all taxes and duties can be settled at the time of purchase, reducing surprise fees for customers. With the focus on the growing re-commerce, the Council adopted a phased roadmap for a merchandise return service that will see members implement a single-label returns framework with flexible routing, aligning with customer expectations for simplified e-commerce returns processes. Furthermore, the POC adopted plans to develop GIS-enabled addressing solutions that will improve data quality, leading to better customs clearance and more reliable delivery.
Ensuring customer satisfaction from end-to-end is key. The Council, as part of a wider customer service strategy, approved a fully digital international inquiries handling to deliver faster responses and harmonize performance indicators.
With a view to helping designated operators modernize and diversify, the Council also adopted a new last-mile delivery strategy that will enable them to introduce new service options and improve delivery efficiency like parcel lockers, pick-up and drop-off points, and route optimization that result in a faster and more flexible service.
“This will support both e-commerce sellers and customers, by providing lower delivery costs, fewer failed deliveries, and more convenience and control. By combining innovation, collaboration, and sustainability, the strategy makes the postal network far more attractive and competitive in today’s e-commerce market,” said Dong Wang (Justin), who represents China as co-chair of POC Committee 1 on Supply Chain, which reviewed the last-mile delivery strategy.
Rapidly changing context
The discussions come at a time when global changes to customs and security regulations – including the end of de-minimis thresholds in many countries and increased electronic advanced data requirements – are changing operating landscapes for designated postal operators. The Council made several strides to improve interoperability with partners in the supply chain to meet new requirements and simplify processes.
“Posts are now expected to comply with additional procedures, and provide more complete, accurate and timely data for postal items containing goods, often before arrival and increasingly before loading. This affects operational processes across the entire chain, from customer acceptance and data capture to transport, customs clearance and delivery,” said Claire Perez Redondo, who represents the United States as co-chair of POC Committee 1.
“The POC is helping members respond to these changes by providing a structured forum for policy, operational and technical coordination,” she said.
The POC advanced its work on navigating customs regulatory changes by further coordinating on legal, data, and standards issues, collaborating with the World Customs Organization, European Commission, the US Department of State and other key stakeholders, to ensure consistent, disruption-free international mail flows. On transport, the Council advanced work on carrier cooperation, standardizing processes, improving routing and transit alignment, addressing security data requirements, and testing new logistics solutions to improve capacity and operational continuity.
The first session of the POC wrapped up on 1 May. The UPU Council of Administration will convene 4-8 May to discuss regulatory, administrative, legislative and legal issues related to the UPU’s 2026-2029 work plan.