Investments in courier operations, e-commerce, and security boost customer experience.

In 2023, Malawi Posts Corporation (MPC) embarked on an ambitious Turnaround Strategy to address profitability challenges, modernise operations, and enhance customer experience. Approved at both Government and  Board  levels, the Strategy is steadily transforming the Corporation’s financial outlook and operational capacity.

One of the key focus areas has been the Courier Division. MPC has invested in new trucks to strengthen courier operations ensuring shipments are moved efficiently and securely across the country, and technology to enhance the customer experience.

Under postal licence requirements, items are now transported between major cities of Blantyre, Lilongwe, Zomba, and Mzuzu, within 24 hours, and delivered nationwide within 48 hours.

To enhance security, the corporation has upgraded sorting and storage facilities with safes, locks, and CCTV systems in all major Courier hubs, including Blantyre, Chichiri, Limbe, Zomba, Mzuzu, Mangochi, Lilongwe International Mail Processing Centre, and the Air Mail Unit at Lilongwe International Airport. Plans are underway to expand CCTV systems coverage to district hubs.

MPC has upgraded its ICT postal solution, to improve efficiency and customer convenience.

Key enhancements in the solution include, shipment visibility and real-time notifications via SMS or email when parcels are ready for collection. With this upgrade, customers can track items in real time, whether within Malawi or abroad.

Recognising the growth of online shopping, MPC has partnered with MailAmericas, an international logistics company, to facilitate  movement of shipments from global markets such as Amazon to Malawi. The integration of MailAmericas’ ICT system with MPC’s track-and-trace system allows customers to monitor their items from purchase to delivery.

In addition, MPC is participating in the Universal Postal Union’s (UPU) Operational Readiness for E-commerce project, launched in 2022. This initiative builds on the Corporation’s long-standing role in facilitating cross-border trade, now enhanced through digital platforms.

With the largest retail network  of 180 post offices nationwide, MPC remains committed to serving Malawians wherever they are. “Our goal is to provide secure, efficient, and customer-friendly services that meet modern demands,” says Linda Mpando, Head of Marketing and Customer Experience.

MPC is optimistic that these investments in infrastructure, technology, and partnerships will position the Corporation as a trusted hub for courier, postal, and e-commerce services in Malawi.