Pos Malaysia achieves 96% guaranteed delivery performance

Pos Malaysia achieved above 90% of its Service Level Agreement (SLA) delivery commitments last year, said group CEO Charles Brewer.

“In June 2023, next-day delivery of parcels achieved 92% of delivery commitments, while mail delivery reached 97%,” he said.

Its commendable performance was also reflected in a Courier Challenge Survey conducted by the Malaysian Communications and Multimedia Commission (MCMC) in 2022, where Pos Malaysia achieved 96% in guaranteed delivery performance against the industry average of 78%, and 91% for reliability compared to the industry average of 83%.

Brewer said the rapid adoption of technological advancements created new opportunities for Pos Malaysia, especially with the exponential growth of e-commerce.

“Parcel delivery is not just about efficiency, it also requires sustainability, and tech-savvy customers today expect more agile, superior and digital-to-door services,” he said.

He said Pos Malaysia demonstrated commendable performance beyond the Universal Postal Union’s targets, achieving over 90% in various categories including International Mail, Express Mail Service and Parcels in the second quarter of 2023.

To date, Pos Malaysia has the most extensive last-mile reach, delivering to more than 11 million addresses nationwide with over 15,000 staff, 633 post offices and more than 3,800 retail points.

The group aims to continue expanding its customer base by assisting businesses in delivering goods to consumers efficiently, thus enhancing their overall operational efficiency.

Brewer said Pos Malaysia also provides business customers with end-to-end fulfilment services via Pos Fulfill, from the first mile (shipping logistics) to mid-mile (warehousing and order fulfilment) to the last mile (last-mile delivery).

“In March this year, we launched Pos Malaysia’s Sustainability Roadmap, laying out plans to reduce our environmental footprint; targeting net zero carbon emissions for our operations by 2050,” he said.

The initiatives encompass delivery methods, fleet optimisation, green buildings, waste management, sustainable packaging and digital learning, and Pos Malaysia is committed to achieving a 30% reduction in its scope one and scope two emissions by 2025.