Accessibility Programm
In 2025, the Poste Italiane Group launched the Accessibility Programme, formalising a structured Governance Model for the accessibility of the Poste Italiane Group, articulated in Operational Sites, each by area of activity, with the aim of ensuring that the Group’s Products and Services meet accessibility requirements by integrating functions, practices, strategies and procedures through a transversal diffusion of responsibilities and a punctual monitoring of activities in compliance with the accessibility regulations in force.
Within the Accessibility Programme, the Guideline “The Accessibility of the Poste Italiane Group” has been defined, which represents one of the concrete actions undertaken by the Group to ensure full compliance with the accessibility regulatory framework (Law 4/2004 and Legislative Decree 82/2022), protect the corporate reputation and promote an inclusive culture.
At the same time, training courses were launched to spread the culture of accessibility within the organisation and to foster an Accessibility by Design approach, with specialised initiatives aimed at producing accessible content and raising awareness of ICT development and customer service structures.
In the area of customer service, a series of initiatives have been implemented to make the service accessible to everyone, including older people and those with disabilities. In particular, for all communication via e-mail, ChatLive and telephone channel, the use of simple and inclusive language is foreseen, and chat from App and site has been made compatible with the main assistive technologies, in compliance with the requirements of the technical standard UNI CEI EN 301549. There is also the possibility to switch smoothly from chat with the Digital Assistant to the human operator for all support requests. In the course of 2026, further training on accessibility issues for customer service operators is planned, and the launch of an initial trial for the opening of an LIS assistance channel is being evaluated. To facilitate interaction with the most vulnerable categories of people, with particular reference to less digitised customers, such as the elderly, Poste Italiane has begun to exploit the potential of artificial intelligence to simplify access to services. In particular, an intelligent voice booking system (via a dedicated telephone number) has been activated, allowing appointments to be made or services to be requested by interacting with natural language, simulating a human conversation and breaking down the technological barriers related to the use of apps or websites.