Innovation
Poste Italiane App
In order to provide customers with a single access to the Poste Italiane Group service platform by overcoming the fragmentation of channels and products and services (from three Apps to one Poste Italiane App), as well as to ensure a customer-centric approach by offering an integrated and simple experience across channels aimed also at expanding the use of its services, the Poste Italiane Group has developed a dedicated application that allows access to all services provided to customers. In the 2026-2027 time horizon, the Group planned to increase application use by expanding the services available on digital channels in everyday and lifetime needs management. The new app adapts to the behaviour and needs of the individual customer thanks to a high degree of customisation through the use of artificial intelligence and the application of the four identified aspects (dedicated functionality, relational model, content, visual identity) and the elements of content customisation within it. In particular, in 2025, the fragmented model of access channels was definitively overcome, with the closure of the BancoPoste and Postepay apps.
Digital Signage Project
With the aim of continuing its commitment to value generation, confirming its role as an Innovation Hub for the Country System, the Group has continued its Digital Signage project, which consists of a streaming content platform in all Post Offices (whether or not they are part of the Polis Project) and to digitalise them through the deployment of digital showcases for customised content management.
Smart Help Project
With the aim of strengthening employee protection, the Group has provided smartwatches that can detect potentially dangerous situations and send an alarm signal to the control rooms, either autonomously or at the person’s request. The initiative is aimed in particular at employees who have filed a complaint with the police for threats, aggression or violence, in order to ensure additional security and a timely response in case of critical .
Digitalisation of practices
With a view to digitising practices, in the area of digital request for services, the Group aims to encourage digital over-the-counter transactions by speeding up the customer experience. For digital receipts, on the other hand, the Group has implemented a feature in the App that allows the user to view and store the receipt directly on the app, in order to reduce the number of receipt printouts.
Digitalisation of customers (enabling/using apps)
The Group aims to increase the number of users of the Poste Italiane App through a process of digitisation of the end customer, with the goal of reaching 1 million new customers accessing the App by 2026. The digitisation of the customer base is a fundamental pillar in the evolution of the service model, and the role of Post Offices is central in driving this change. The Post Offices do not just facilitate customers’ first access to the Poste Italiane App: they become its real promoters, accompanying people towards a more modern, simple and autonomous experience.
The activation of the App is not just a technical step, but a strategic moment of relationship: it allows to strengthen the bond with the customer, increase his satisfaction and offer him tools that improve the daily management of services. A more digital customer base is also more loyal, more likely to recommend the brand and more inclined to use the company’s services on an ongoing basis.