Thailand Post's digital revolution
In a historic year marking Thailand Post's 140th anniversary, the organisation has celebrated its legacy and embraced transformation under the dynamic leadership of its chief executive officer, Dr Dhanant Subhadrabandhu.
Dr Dhanant's initiative and innovative approach has reshaped Thailand Post into a comprehensive logistics solution provider from its humble beginnings as a mail delivery service.
Since being chosen to take the helm of postal service provider Thailand Post in mid-2021 amid fierce competition in the segment, Dr Dhanant has made it clear digital technology holds the key to prevailing in the market.
His goal was clear — transforming Thailand Post's management and operations into a tech-driven organisation.
The CEO's visionary transformation was highlighted by the crucial role played by Thailand Post's postmen, who have become the linchpin in transitioning the organisation from a purely physical approach to a harmonious blend of physical and digital services.
Understanding the vital importance of these postmen, Dr Dhanant initiated programmes that empowered them to bridge the gap between the physical and digital worlds.
"Our more than 25,000 postmen network is powerful. They know all the locations in Thailand and have strong relationships with the Thai people. So we have been utilising them to do more things for our partners and people, which leads to our new vision of delivering, enhancing our sustainable growth," said the CEO.
In this transformative strategy, the postmen became the face of Thailand Post's digital integration efforts. Trained and equipped with the latest technology, these frontline workers merged the traditional art of physical delivery with the precision of digital solutions. They were instrumental in implementing Thailand Post's innovative initiatives, ensuring that the benefits of the digital age reached every corner of the nation.
“Our job is to seamlessly bridge and harmonise the human and the digital worlds to provide the best customer experience,” Dr Dhanant said.
The heart of Thailand Post's transformation lies in its meticulous customer-centric approach. Dr Dhanant understood that merely providing services was not enough. The focus needed to shift to stakeholder-centric models. This shift necessitated a complete overhaul from organisational structure to process optimisation and people management.
The CEO's vision materialised through diverse initiatives. Thailand Post's comprehensive parcel strategy, tailoring logistics for varied products, exemplified their commitment to quality service. High-value items received specialised sorting and delivery, ensuring the safety and efficiency of every delivery.
Additionally, Thailand Post ventured into specialised services like cold chain logistics for fresh products and meticulous handling of medical goods, demonstrating a deep understanding of their clients' diverse needs.
In the digital realm, Thailand Post's innovations shone brightly. The introduction of Post Next, their next-gen postal service, revolutionised document handling. Thailand Post ensured secure, efficient, and accurate deliveries in the digital age by transforming physical documents into electronic versions coupled with a digital postal ID system.
Beyond services, Thailand Post has embraced sustainability with fervour. Dr Dhanant said Thailand Post is committed to a carbon-neutral future manifested in strategic fleet transformation. Its transport fleets are transiting to electric vehicles, marking the beginning of a five-year plan toward a fully electric fleet. Recycling initiatives further showcased their dedication to environmental stewardship.
However, Thailand Post's impact extended far beyond logistics. Its outreach programmes have empowered local communities, especially small businesses and artisans. By providing guidance on packaging, marketing, and product differentiation, Thailand Post became a catalyst for economic growth, transforming villages into hubs of creativity and commerce.
Under the leadership of Dr Dhanant, governance, characterised by integrity and trust, became the backbone of Thailand Post's success. The organisation's good governance evaluations underscored their commitment to ethical business practices.
To mark the 140th anniversary of Thailand Post this year, Dr Dhanant has translated the 140 figures into convincing strategies. The 1 stands for number one in quality and services, the 4 is for four networks of delivery — road, rail, air and digital, while the 0 is for zero complaints to which achievement will come from prompt action to solve customer problems, and another one is zero carbon emission in 2065.
Under Dr Dhanant's visionary guidance, Thailand Post became a beacon of transformation, transcending its historical roots. The CEO's relentless pursuit of excellence, innovation, and sustainability has reshaped Thailand Post to be the national leader in the postal and logistics industry.
