1, public * * * service mode
As a social infrastructure and public enterprise, postal services should give full play to the role of serving the people's livelihood, agriculture, rural areas and farmers, build online and offline platforms, enhance the passenger flow and credibility of outlets, and create a position to serve the government and people's livelihood.
1. 1 Improve online functions
The "internet plus" action plan of local governments has been rapidly promoted, and the construction of smart cities has been gradually deepened. The contents and methods of various government services and convenience services are also changing, and the functions of the postal online platform should be improved accordingly. The online post office and postal music network under the Internet, the mobile post office and postal life under the mobile Internet should take the opportunity of transformation and upgrading to further improve the comprehensive service function of the online platform.
On the e-commerce platform of the State Post, all provinces have superimposed the recharge and payment functions such as communication, water, electricity, gas and cable TV, which basically meets the needs of offline platforms. Postal services should take the opportunity of opening online and offline platforms to realize the integrated service function of accessing e-commerce platforms and build an online integrated service platform. Give full play to the advantages and characteristics of postal services. At present, most online payment platforms can provide mobile phone recharge services, but they have not provided fixed-line payment services, so similar local and regional services are the biggest advantages of postal services.
1.2 merge offline functions
Although the online Internet platform can realize many convenience service functions, some businesses still need to be completed face to face with customers offline, such as authentication business in government affairs and contact recharge (one-card recharge) in convenience service.
With convenient transportation and close to merchants, postal outlets are ideal partners for government outsourcing services. Foreign postal services also actively cooperate with the government to carry out various government services, such as passport production and delivery, identity authentication and so on. Since government services are generally monopolistic, opening such services at outlets can not only increase the income of outlets, but also attract a large number of passengers for outlets. At present, many provinces have begun to collect taxes and issue invoices, which has brought good profits and a large number of customers to the postal service. In the next step, we can strengthen cooperation with government departments at all levels, such as public security, medical care, education and charity, and strive for government agency qualifications, including passports, entry and exit passes, household registration books, residence permits, medical insurance cards, tax bills, driver's licenses, transportation tickets and charity catalogues. Create a real convenience service platform through the continuous superposition of services; You can also form a cooperative relationship with schools and hospitals, and simplify the procedures of obtaining school registration certificates and transcripts and registering for medical treatment through services such as entrusted application and entrusted registration. In addition, we should vigorously promote the government to purchase public services, and constantly improve the efficiency of outlets and the credibility of postal services.
Provide free WiFi service. Postal outlets can consider opening free WiFi for customers to use, providing terminals and systems for customers to query and track parcels and letters in time, subscribe to electronic newspapers and shop online. At the same time, printing, copying equipment and electronic map equipment will be added to provide printing, copying and other overlay services for postal customers. Use the free thinking in the Internet era to open the door for users and attract more people to set foot in postal outlets.
1.3 merging online and offline
Under the background of domestic demand, consumption upgrading and national income increase, China's tourism industry is entering a golden period of development. At present, online travel companies actively seek offline channel resource cooperation to improve their sales ability and landing service ability. It is suggested to cooperate with online travel companies, set up tourism distribution business in postal outlets by building service points or renting venues, and provide customers with one-stop services such as tourism product consultation, identity verification, data collection and on-site bill signing. While effectively increasing passenger flow and income, it can also promote the development of transportation ticketing agents (such as air tickets, train tickets, bus tickets, boat tickets, etc.). ), hotel reservation, ticket sales of scenic spots with postal service.
Strengthen cooperation with the public security traffic police department, make use of the policies issued by the Ministry of Public Security, actively build a post office with the theme of police-postal cooperation, and expand services such as car agency, illegal inquiry and illegal fines agency, driver's license production and verification. Through the integration of online and offline development, we can try to submit materials online, verify qualifications offline, and deliver certificates to your door, simplifying the handling process and improving the handling efficiency.
2. Offline experience mode
Internet is a tool for traditional enterprises. With the rise of the O2O e-commerce model, the offline focus is on satisfying the user experience. As an important node of e-commerce operation in the region, postal outlets can play an important role in the e-commerce industry chain, serve neighboring merchants and communities, and increase the passenger flow and transaction volume of outlets.
2. 1 jack-up platform for agricultural special products
With the improvement of urban living standards, e-commerce of agricultural products has developed rapidly. Choose self-operated and franchised outlets with more residents in large and medium-sized cities and surrounding communities to open agricultural products experience stores. You can order online on the platform, by phone 1 1 185, or through the outlets on site, and combine self-delivery or delivery. However, agricultural products are usually heavy, and the distribution cost accounts for a relatively large proportion, which affects business development. Eliminating the "last mile" distribution through self-service distribution at outlets can greatly reduce the distribution cost and promote business development. Because agricultural products are consumed quickly as food, they are often purchased repeatedly, which is the rigid demand of the people and can continuously accumulate long-term and stable customers.
2.2 Import commodity display platform
With the deepening of reform and opening up, the establishment of four free trade zones in Guangdong, Fujian, Tianjin and Shanghai, and the further reduction of tariffs, high-end imported goods have become the daily consumer goods of more and more customers. However, due to the experience limitation of online sales, fakes emerge one after another, and more customers are still in the wait-and-see stage. Focus on choosing self-operated and affiliated outlets in large and medium-sized cities and surrounding communities to open "Haitao House". Combined with the rich products of the overseas pavilion of Post Music Network, through the brand guarantee of postal service and the offline experience of customers at outlets, the purchase opportunities and frequency of customers are greatly improved, and the habit of offline experience and online purchase is cultivated.
2.3 Community residents living platform
Focus on the commercial street postal outlets in third-and fourth-tier cities and county centers, and undertake the search, bidding and ranking release of business information and promotion information of major websites and mobile phone client businesses. In recent years, the mobile Internet has developed rapidly. Because the mobile terminal has the characteristics of convenient location and convenient payment by mobile phone, it meets the peripheral search and on-site payment requirements of life service e-commerce websites (mainly catering and entertainment, housing agency, hairdressing and bathing, maintenance, domestic tutoring, hotel tourism, etc.). ), leading to the rapid development of life service e-commerce with O2O as the main mode, and some businesses have achieved good development by using the crowd gathering effect of the Internet. Under the demonstration effect, more businesses hope to promote through the network. In some cities, there are usually many shops around post sub-offices, but there are few institutions that provide online operation agents for these businesses. The post office has the following advantages: first, the service coverage is wide; Second, the operating experience is similar (database business letters, concentric circles, postal advertisements and other businesses are also similar businesses, but the channels and media are different); Third, it can provide services such as business license verification. The success of the "Changhui Life" project in Dongguan has accumulated rich experience for the postal service to develop this kind of business.
3. Service e-commerce model
3. 1 warehouse delivery integration center
The Internet has changed the traditional distribution mode. From B2B to B2C, most e-commerce companies do not have the ability to do a good job in warehousing and distribution. Make use of the advantages of some postal outlets, revitalize real estate resources, build standard warehouses, medium warehouses or micro warehouses according to local conditions, strengthen information construction, and build postal "cloud warehouses". Attract small and medium-sized e-commerce customers into the warehouse through "nesting and attracting birds". Providing an integrated solution after ordering, that is, e-commerce enterprises only need to throw orders to enterprises that provide integrated warehouse and distribution services, and subsequent order consolidation, transcoding, warehouse operation, delivery and distribution, rejection of returns, and upstream and downstream accounting sorting are all completed by warehouse and distribution enterprises, which can improve customer satisfaction and stickiness and form new profit growth points.
3.2 Rural e-commerce service center
In less than a year, China Post has set up nearly 654.38+million websites to provide "shopping, sales, life, finance and entrepreneurship" services for villagers. Due to the rapid growth of franchise outlets and the uneven quality of franchisees, it is suggested to give full play to the advantages of postal rural physical stores, on the one hand, to become demonstration sites, to establish rural e-commerce service centers, and to provide places for display, experience, training and exchange; On the other hand, it will become a self-collection point for mail, integrate rural logistics distribution resources, realize information docking, make use of terminal advantages, formulate standards, build public rural distribution service providers, and provide paid rural distribution services for e-commerce companies and other express delivery companies.
3.3 Information Certification Service Center
Focus on the selection of township and suburban sub-district offices to provide services such as collection, release, intermediary, appointment and registration of life service information. Because users upload themselves, there is no verification link, which leads to more false information on the internet and affects the customer experience. Postal outlets can install identity card verification equipment, verify the identity of publishers before publication, and affix the "postal verification" sign. Through the cooperation with the life service website, you can provide job hunting, family education, domestic service registration, house rental and sale, second-hand goods sales, hospital appointment registration, school registration and other services.