bpost,
the bringers of tomorrow
bpost, the bringers of tomorrow
P5
With more than
25,000 employees,
bpost is a key
player in Belgian
society
P 29
P 13
A modern,
healthy and
efficient
company
P 25
Motivated
employees who
are focused on
customers
An innovative,
high-tech
company
P9
Much more
than just letters
bpost delivers letters and
parcels, and markets innovative
products and solutions
P 17
P 33
A proven
strategy for
profitable and
sustainable
growth
A strong
commitment to
corporate social
responsibility
bpost, the bringers of tomorrow
bpost, a key player
in Belgian society
The Belgian postal service was founded in 1830. Today, it is firmly
established within Belgian society. By nature of its activities, bpost
enables citizens, companies and organisations to communicate.
5
Enabling
communication
bpost brings people together
and helps to promote dialogue
in society.
An economic actor
bpost is an autonomous state enterprise in which the Belgian state has a majority
shareholding. In June 2013, half of bpost’s shares were offered for sale to private
and institutional investors on Euronext Brussels.
bpost is a key contributor to the Belgian economy. It is one of Belgium’s largest
employers, with more than 25,000 employees, offering quality jobs throughout
the country, including jobs for people with few or no qualifications. It actively
contributes to the Belgian state budget in the form of local, regional and federal
taxes, social security contributions and the payment of dividends. bpost’s net
financial contribution in 2014 was €576 million.
2,464.7 millions
turnover 2014
1,199.9 millions
payroll costs 2014
158.6 millions
income tax expense 2014
295.5 millions
net profit 2014
576 millions
net contribution to the Belgian budget in 2014
150 millions
investments in new products and innovative solutions in 2014
90%
of purchases are made from suppliers based in Belgium
6
bpost, the bringers of tomorrow
On the doorstep
bpost is Belgium’s leading postal operator and the
universal service provider, which means collecting
and delivering letters and parcels throughout Belgium
five days per week.
Every day, bpost delivers
112,000
Every day more than 10,000 postmen and women
make their rounds across the country, delivering some
9.6 million letters and 112,000 parcels to 4.7 million
households, as well as collecting mail from more than
13,000 red postboxes.
bpost also provides public services (Services of
General Economic Interest) on the basis of a Management Contract concluded with the Belgian state. They
include a.o. maintaining an extensive network of post
offices and postpoints, early delivery of newspapers
(before 7.30 am during the week and 10 am on Saturdays), payment at home of pensions and other social
allowances, acceptance of cash deposits or payments
in cash into current accounts at post office counters,
and attractive postal rates for non-profit associations.
bpost receives compensation from the Belgian state
to cover the costs of providing these public services,
as set down in the Management Contract.
parcels
9.6 million
letters
and makes payments
at home, every month, of
several
tens of thousands
of pensions and social allowances
7
bpost, the bringers of tomorrow
Much more
than just letters
Postmen and women are increasingly “the bringers of tomorrow”,
who do not stop at the mailbox but go right up to the customer’s
front door.
9
A company
that takes the
lead, offering
innovative
solutions
Distribution of
•
•
•
•
letters
addressed and unaddressed direct mail
parcels and express mail
newspapers and magazines
A range of solutions
• for document management, home pick-up, mail franking
and more
• that combine electronic communication, letters, parcels and
payments such as vehicle licence plate orders and deliveries
Financial and insurance services
bpost bank and other financial products (bpaid, money transfer)
International activities
Presence on the European, Asian and North American markets
under the “Landmark Global, a bpost company” label
Multiple sales channels
10
bpost, the bringers of tomorrow
669
135
post offices
(at least one in every
Belgian municipality)
parcel lockers
1
eShop
675
postpoints
1
proximity
Contact
Center
(+32 22 012345)
450
cash dispensers
11
bpost, the bringers of tomorrow
A modern, healthy
and efficient company
Over recent years bpost has demonstrated its ability to adapt
to an environment in constant evolution.
13
A successful change
track record
In 2003, faced with major operational and financial issues,
bpost embarked on a modernisation programme to improve
efficiency, significantly reduce costs, generate alternative
Those many years of intense work culminated in an
IPO in June 2013, which confirmed bpost’s status as a
healthy company focused on the future.
sources of income, and improve the quality of mail delivery
and services provided through the points of sale network.
Introduction of
automated round sorting
and mail sequencing
Start of the continuous
optimisation of delivery
rounds
2003
2004
2007
• Building of four new
sorting centres
• Transformation of the
points of sale network
14
Today, bpost is a modern, high-performance, customeroriented and financially secure company that answers
the challenges of tomorrow on completely liberalised
markets.
2009
Implementation of a
new distribution structure
with a reduced number
of buildings
New strategic
programme
2011
Vision 2020
to further increase
efficiency
bpost, the bringers of tomorrow
delivery quality
EARNINGS
BEFORE
INTEREST
[mail delivered on time]
85%
€ -69 million
& TAXES
€ 480 million
EBIT
2003
2014
2003
2004
2014
of customers served within
five minutes at post offices
customer satisfaction
75%
95%
88%
85%
58%
2014
2007
2014
15
bpost, the bringers of tomorrow
A proven strategy for profitable
and sustainable growth
bpost is now a modern, high-performing and financially secure
company. It is one of the leaders of the European postal operators.
17
A strategy centred on
4
drivers
2
1
Defending
the core
activities
4
Developing
growth areas
within the core
competencies
Keeping
stakeholders
on board
Controlling costs
and improving
productivity
3
These drivers are expected to help bpost create value for stakeholders
and offer appropriate remuneration to shareholders.
bpost, the bringers of tomorrow
1
USPs:
•a postman or woman serving
every household, every day
•perfect knowledge of the field
•proximity to customers, with
the resulting trust for postmen
and women
Defending the core activities
Mail continues to be bpost’s main source of revenue. To protect these
activities going forward, bpost works continuously to improve service quality
and operational performance. bpost also develops initiatives to promote paper
as an efficient medium of communication.
The main challenge for bpost is the need to manage declining mail volumes,
although this decline is relatively limited compared to some other countries.
•a dense delivery network
throughout the country
19
2
Developing growth areas within the core competencies
To generate new sources of revenue, bpost is developing initiatives
to take those last steps to the customer’s front door.
bpost goes to the front door to deliver parcels, provide home-based
services and offer financial products. bpost has also launched various
pilots to create new sources of revenue and help strengthen the
relationship between suppliers and their customers.
•combo.be, a service that consolidates and delivers online
customer orders at local retailers, service providers,
supermarkets and online vendors
• Water meter readings
• Identification of customers for a banking institution
in the context of the fight against money laundering
• Signing of contracts within the framework of a consumer
credit grant procedure
• Precautionary home visits to ageing persons
(combatting social isolation)
20
bpost, the bringers of tomorrow
Another growth area is the marketing of integrated
solutions that enable bpost to manage end-to-end
processes for customers, from order to delivery, including
document printing, payment and supplier contacts.
Production and delivery
of new vehicle licence plates
Production and delivery
of healthcare booklets
for INAMI/RIZIV (Belgian
National Institute for Health
and Disease Insurance)
Lastly, growth is also driven by improving the range
of financial products marketed through bpost bank.
bpost bank offers a range of
simple, secure products for
everyone, with capital protection.
21
3
Controlling costs and improving productivity
Cost reductions are being implemented at all levels within the company.
This entails continuous improvement, including savings through recurring
programmes such as Georoute (continual adjustment of mail rounds based on
volume variations). bpost is also engaged in several production improvement
initiatives, such as the Vision 2020 plan for mail activities.
bpost is committed to excellence. In order to achieve excellence, bpost harnesses
innovation and new technologies, upgrades working methods and works to
permanently improve the quality of services to customers.
22
bpost, the bringers of tomorrow
4
Keeping stakeholders on board
Only customers who are enthusiastic
about bpost’s services will remain loyal
and recommend them to others.
bpost’s biggest challenge is remaining part
of their daily lives. To do so, bpost needs to
harness the natural enthusiasm and commitment of each and every employee.
As a listed company, bpost is also committed
to doing its utmost to reward all shareholders
who have chosen to invest and take part in
the development of the company.
Vision 2020
The Vision 2020 plan concerns the Mail business. It provides for
increased centralisation and automation of all preparatory mail
distribution tasks, consolidation of all parcel sorting activities
at a single sorting centre, rationalisation of the number of
distribution offices from more than 400 to around 60 Mail
Centers and testing of a new distribution model based on
the centralisation of preparatory mail delivery tasks.
23
bpost, the bringers of tomorrow
An innovative,
high-tech company
Over the years, bpost has reinvented itself on the basis of innovation
and new technologies. The biggest developments in new technologies
have come in bpost’s core business, letters and parcels.
25
The mail journey
Thanks to state-of-the-art sorting
machines, bpost now delivers letters
and parcels the day after they enter
the mail network. A tracking service
OSTEND
is also offered.
ARLON
26
17.00
collection
20.00
DINANT
17.00
collection
dispatch to the Ghent X
sorting centre (national sorting)
23.30
national sorting
(Charleroi X)
23.00
road transport
to the Liege X
sorting centre
0.30
road transport
to the Antwerp X
sorting centre
1.00
regional sorting
(Liege X)
2.30
regional sorting
(Antwerp X)
3.30
transport to the
Arlon Mail Center
3.30
transport to the
Hasselt Mail Center
7.30
delivery
8.00
delivery
HASSELT
bpost, the bringers of tomorrow
KORTRIJK
19.00
collection
Brussels
(EMC-Brucargo)
20.00
sorting
Innovative products
for residential customers
track&trace
4.00
Next
day
24h
transport
BARCELONA
10.00
Two
days
delivery
bpost also makes product and solution innovations to implement its strategy of defending
the postbox and targetting the front door.
By integrating new technologies, the company
has evolved from convenience products to
added-value solutions, such as vehicle licence
plates and combo.be.
Other novel products like the bpaid card and
Mobile Postcard are very successful among
consumers.
Lastly, the printing of heat-sensitive stamps
and stamps smelling and tasting of chocolate
showcase the technical know-how of bpost’s
stamp printers.
bpost, the bringers of tomorrow
Motivated employees who
are focused on customers
In its efforts to remain part of the daily lives of customers, bpost can
draw on the enthusiasm and engagement of each and every employee.
29
A company made up
of men and women
with different cultural
backgrounds, levels
of education and
skill sets.
bpost naturally aims to promote good
The company launched the bpeople project
in 2012. This highlights the conditions to
be met in order to promote the wellbeing
and engagement of the employees. It is
expected to help the company tighten
ties with customers and earn their loyalty.
“Working together” is one of bpost’s values.
The diversity programme helps bpost put
this value into practice on a daily basis and
remain in phase with the society from which
it recruits its employees and to which it
markets its services. bpost positions itself
on the job market as an organisation that is
also attractive to a large number of people
with few qualifications. bpost offers them
employment as well as training opportunities and the chance to work towards a
diploma. As such, bpost helps employees
develop skills they can use in their current
jobs, and which will help them in potential
future career moves.
Since 2007, bpost’s Code of Conduct sets
out what the company expects from every
employee with regard to professional ethics
and working together. It applies to all bpost
employees, regardless of their status or position within the organisation.
working conditions for all its employees
so they can give the best of themselves.
25,414
0 - 30
13.5%
31 - 35
9.4%
Total number of employees at the end of 2014
36 - 40
10.3%
34%
of the workforce is female
41 - 45
15.4%
46 - 50
17.3%
51 - 55
17.7%
56 +
16.5%
30
bpost, the bringers of tomorrow
Recognising Experience
Having a qualification is a valuable asset in a career. It
increases a person’s employment possibilities and future
prospects within the company. In this context, bpost
launched the Recognising Experience initiative in 2011.
The initiative offers employees the chance to earn a
higher secondary education diploma if they do not
yet have one.
“You don’t get many chances to
earn your diploma when you’re older.
That’s why I say to everyone: ‘get on
with it!’”
Cornelis Soeteman, Postman
Recognising Experience is a collaborative effort between
the company and ten adult education centres, and
consists of a training course lasting around two years.
The programme, offered mainly by distance learning,
promotes skills and knowledge already acquired on the
job, with the additional possibility of earning a higher
secondary school diploma.
“During my course I also learned
how to write a letter and make a CV.
It means I’m much better prepared
for internal vacancies.”
Els Botson, Postwoman
At the end of 2014, some 400 bpost employees were
following this training course.
“After twenty-seven years as a
postman I was able to start as a
counter clerk. I have Recognising
Experience to thank for that.”
Pascal Gilson, Counter clerk
bpost, the bringers of tomorrow
A strong commitment
to corporate social
responsibility
Over the years, bpost has developed a full programme to integrate
the imperatives of economic, environmental and social sustainability
in the company culture and business.
33
Corporate social
responsibility, an
integral part of
bpost’s strategy
Environment
By the very nature of its activities, bpost has an impact on the environment,
be that in terms of carbon emissions or energy consumption. The implementation
of systematic carbon emission reduction programmes linked to bpost’s activities is a
requirement to guarantee to customers and stakeholders that bpost reduces as much
as possible the ecological impact linked to handling the mail.
bpost’s role in society drives it to act
in ways that promote the perception
among all stakeholders that it is a
fully responsible company.
Carbon
emissions
Energy
consumption
-35%
-22%
between 2007 and 2014
between 2005 and 2014
bpost has a large portfolio of properties. To limit the ecological impact of these properties, bpost has set up environmental management systems for the main ones. The five
sorting centres, EMC Brucargo, Stamps Production Belgium and bpost’s head office
in Brussels are all ISO 14001 certified.
34
bpost, the bringers of tomorrow
5
sorting centres
1
stamp printing unit
(Mechelen)
270
logistical platforms
or distribution offices
EMC Brucargo
(international mail sorting centre)
669
post offices
Centre Monnaie in Brussels
(bpost’s head office)
35
Fleet
bpost’s fleet is one of the biggest in Belgium, which puts it right at the heart of
the company’s environmental challenge. The introduction of electric bikes to replace
mopeds was the first step in upgrading the fleet. Van drivers are trained to drive in an
environmentally responsible way (generating a fuel saving of almost 100,000 litres on
an annual basis).
Fleet
6,546 vans
2,923
bicycles
1,803
2,541
electric bikes
401
36
mopeds
trucks
12
delivery three-wheelers
bpost, the bringers of tomorrow
bpost also provides financial support to encourage employees who commit actively and
voluntarily to a civic, cultural, social or environmental project in Belgium or overseas.
A green stage
bpost took first place in the International Post
Corporation’s 2013 environmental management
ranking of 24 operators, based on the 2012
results. That achievement was repeated in
neutral
2014 (based on CO
the2 2013
results).
distribution
A sustainable purchasing policy
CO2 neutral
distribution
Encouraged by this success, bpost has set itself
new environmental objectives. By 2020, bpost
aims to reduce carbon emissions to 45% of the
2007 figure and reduce energy consumption to
25% of the 2005 figure. The company wants to
remain among the best in the IPC classification
by launching new structural and behaviour-based
initiatives to improve the ecological credentials
of its activities, properties and fleet.
bpost implemented a process broadening its
sustainable purchasing policy with its suppliers
to take into account environmental (energy, water,
waste, products) and social performance (health
and safety, working conditions, child/forced
labour), and raise the awareness of suppliers
presenting risks in these areas.
Social engagement
Since 1997 bpost has worked to help eradicate
illiteracy in Belgium with financial support for
the bpost Literacy Fund (managed by the King
Baudouin Foundation). The goal is to support
literacy projects set up by various organisations.
Corporate governance
As a listed company bpost is committed
to high standards of corporate governance
(good management, integrity, transparency
in decision making) and relies on the
Belgium Corporate Governance Code of
12 March 2009 as a reference code. bpost
also complies with the OECD guidelines on
the governance of state-owned companies.
37
Structure
Shareholders
(situation as at 7 August 2015)
Business
units
Operating
unit
Corporate
entities
Mail & Retail Solutions
Mail & Service Operations
Service Operations,
Finance, ICT
48.96%
Free float
Parcels &
International
Human Resources
51.04%
Belgian state
(directly and through
the Federal Holding and
Investment Company)
bpost, the bringers of tomorrow
www.bpost.be
I
+32 22 012345
I
Responsible publisher: Matthias Dubois, bpost, Centre Monnaie, 1000 Brussels
bpost, Centre Monnaie, 1000 Brussels