Doha: The Qatar Postal Services Company (Qatar Post) recorded impressive progress during 2021, strengthening its internal resources, transforming its postal services, enhancing customer experience, and continuously improving postal operations.
All these endeavours come within a comprehensive strategy of adopting the latest international standards, applying new technologies, and meeting customers’ ever-evolving needs. These achievements came at a variety of levels.
In terms of customer service, Qatar Post launched an internal call centre to manage and control the quality of its customer services. In particular, this enables customers to communicate directly with Qatar Post employees through the government infrastructure.
In 2021, Qatar Post managed to move up the Performance Index to reach third place globally, achieving 96.7%, according to the Universal Postal Union report. This comes from achieving 96.90% (initial target was 88.00%), reaching its highest percentage ever. In addition, Express Mail in Qatar achieved a high-performance evaluation, fifth place worldwide, based on the company’s great efforts to improve postal services standards and achieve the highest levels of service quality, exceeding all targets.
According to the Universal Postal Union indicators, the premium post-performance scored 99.82% and 99.53% for outgoing and incoming mail during the period.
Qatar won membership of the UPU Board of Directors for South Asia and Oceania in the past year, following elections held alongside the 27th World Postal Congress in Abidjan, Ivory Coast.
As the FIFA World Cup Qatar 2022 approaches, Qatar Post has continued its mission to document significant events and occasions in Qatar through distinctive issues of postage stamps. Under a cooperation agreement with the International Federation of Association Football (FIFA), Qatar Post was appointed as the exclusive provider of stamps for the FIFA World Cup Qatar 2022 and has revealed several stamps for the tournament.
The first of them was the official postage stamp for the tournament, distinguished by being the first stamp in the form of Qatar’s map and bearing the official tournament logo.
Likewise, Qatar Post successfully delivered more than 12,000 fan cards for the Amir Cup Final 2021 and more than 34,000 fan cards for the FIFA Arab Cup Qatar 2021. On the sidelines of the 2021 Arab Cup, a service was launched to collect and return lost items to fans, covering six stadiums with 32 matches and 33 information points.
Concerning e-commerce services, several unique Qatar Post products were launched, including PO Box Special Numbers and Connected (Turkey) – a new international shipping service.
In 2021, Qatar Post successfully delivered more than 170,000 e-commerce items to customers.
Home services exceeded 3,237,184 deliveries, including more than 1,696,000 for Metrash, 235,000 VIP shipments, and 100,000 deliveries of medicines and medical materials to patients. Some 779,000 postal items have been delivered locally and internationally, and 95,000 legal notices for the Qatari court.
The volume of foodstuffs, household products, and consumer goods deliveries increased from 300 to 800 items per day.
Qatar Post was able to obtain several international recognitions and certifications, including ISO 39001 accreditation for road traffic safety management, confirming its leading position as the first logistics company in Qatar to obtain this international certificate.
As for digital services, Qatar Post completed a major system integration programme linking its data and reporting, resource management, postal operations, billing, and customer service systems with digital channels.
The programme was implemented to create an environmentally friendly, paper-free company, reducing the risk of paper documents being lost or damaged and facilitating the process of replacing them safely.
