Impact of information communications technology on the postal sector : a case study of Zambia.
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Date
2023
Authors
Mulenga, Sylvia Chansa
Journal Title
Journal ISSN
Volume Title
Publisher
The University of Zambia
Abstract
There has been a notable decline in postal services offered by Designated Postal Operators
(DPOs) globally. The Designated Postal Operator in Zambia, namely Zambia Postal services
Corporation is no exception. A notable shift in usage of ICTs in the postal sector is redefining
the role of the Designated Postal Operator. Despite the shift in the sector, the impact on services
delivery is not well understood. This study proposed to understand the status of the postal sector
in Zambia and how ICTs are being adopted by the DPO, ZAMPOST in order to improve on
service delivery.
The study adopted a mixed methodology, which included qualitative and quantitative
representation of questionnaires distributed among 273 randomly selected respondents. These
were distributed using online means and hardcopies. The data collected was analysed using
excel and SPSS. Information from various reports and documentation on the local postal sector
was also reviewed. This provided a better understanding on the services that are using ICTs as
well as services that are still manual.
A review of relevant literature revealed that globally the postal sector is redefining its role in
order to meet customer demands and provide quality services. There have been reforms in the
postal sector over the years driven by various factors such as social, cultural, political,
economic and technological factors. The traditional role of the postal operator is being replaced
by the emerging technologically driven role. The postal sector has also seen an increase in the
players on the market. The previously DPO dominated sector now has a lot of operators
providing mainly courier services.
The study revealed that ZAMPOST, with its large network coverage is well placed to provide
other services as an extension of their mandate to provide basic postal services to all citizens
as part of its Universal Services Obligation.
Keywords: Postal services, Information Communications Technology (ICTs), Universal
Service Obligation (USO), Designated Postal Operator (DPO)
Description
Thesis
Keywords
Postal services--Zambia. , Zambia. Information Services--Periodicals. , Information services--Zambia--Periodicals.