Associations Portal

Associations Portal

With the aim of strengthening the structured dialogue with consumers and trade associations, the Group continues to implement the Associations Portal, accessible from the corporate website, as a dedicated tool to encourage meetings, shared projects and partnerships of an institutional nature. The Portal has recently been enhanced with a new IT application, dedicated to the management of joint conciliation procedures submitted by consumers and associations, concerning complaints on postal and financial services. The introduction of the digital solution has allowed a progressive dematerialisation of processes: in the first implementation period, more than 30% of files were in fact managed through the new application, replacing traditional paper forms.

In addition, major evolutionary changes were implemented in 2025, improving some of the processing stages of dossiers, such as: the rota allocation mechanism between the various consumer associations, the management of unsuccessful dossiers, the evolution of communication templates, and reporting.