The Minister of Information and Communications Technology Seyed Sattar Hashemi paid a visit to a Post Office in Tehran on the occasion of the World Post Day and said the national Iran Post Company has plans to make services smarter, improve response quality, and expand cooperation with the private sector.
During the visit, he praised the round-the-clock efforts the
company’s employees to provide services to the public and stated “Under President
Masoud Pezeshkian’s administration, a series of measures aimed at improving the
performance of the Iran Post Company have been placed on the agenda, with smart
automation being one of the main priorities.”
Hashemi noted the smart automation of postal sorting and
exchange centers is being pursued by leveraging the capabilities of
knowledge-based companies.
“This plan is being implemented at centers with higher
volumes of postal traffic and has so far become operational at several centers.
Implementing these projects has led to increased productivity, and their
expansion will continue in earnest so that postal services can be delivered to
the public at a desirable level of quality and in line with international
standards.”
Referring to the importance of evaluating service quality
from the public’s perspective, the ICT Minister identified surveys of postal
service recipients as another initiative of the Iran Post Company.
“Public feedback is one of the most important criteria for
evaluating performance and identifying areas where services can be improved,”
he added, “Public satisfaction with postal services has been on the rise over
the past one to two years.”
Cooperation with Private Sector
The Minister termed expanding engagement with the private
sector as one of the President Pezeshkian administration’s approaches across
various areas of ICT saying that leveraging the capabilities of the private
sector can bring significant achievements for the country.
“Over the past one to two years, some of the Iran Post Company’s
services have been provided by leveraging the capabilities of the private
sector through service procurement. This approach has not only brought about a
transformation in the way services are delivered but has also helped transfer
knowledge and improve the quality of postal services.”
Hashemi also elaborated on the latest status of establishing
artificial intelligence operators.
“The study and preparation process for this plan has taken
more than a year, and it has now passed its final stages. Following the
announcement of a public call for applications, three qualified entities have
been identified. We hope that their preliminary approvals will be issued within
the next month, paving the way for these operators to begin their operational
activities.”
Visit to Call Center
Continuing his visit, the ICT Minister went to the company’s
193 Call Center, where he observed firsthand the process of responding to
public calls and how customers’ requests, questions, and problems concerning
postal services were handled.
The 193 system, which serves as the Iran Post Company’s
telephone customer service center, enables users to track the status of their
postal items, receive guidance on postal services, and submit and follow up on
complaints, criticisms, and suggestions.
Hashemi spoke with the specialists and reviewed the process
of responding to calls. He was briefed on how the center interacts with
customers and its role in following up on issues and resolving public inquiries
and uncertainties.
At the end of the visit, Hashemi put on the uniform of the Iran
Post Company’s workers and took a commemorative photograph alongside the employees.
“This uniform is more than just clothing; it is a symbol of a
culture of selfless service to the public. By wearing this uniform, our
colleagues throughout the postal service strive to devote all their abilities
to serving the public and to put everything they can offer toward fulfilling
this responsibility,” he stated.