THE Malaysian postal and courier industry, often seen as a relic of the past, has undergone a profound evolution.
Over the past two decades, the postal and courier service industry has witnessed a seismic shift. It has evolved from being focused on letters and traditional post office networks to a dynamic and competitive field integral to e-commerce.
Malaysian Communications and Multimedia Commission (MCMC) postal, courier and e-commerce services division chief Mohamed Zaidi Abdul Karim said in a world driven by digital technologies, the postal industry had to adapt to remain relevant.
EXPANDED SERVICES
In this new digital era, postal and courier services are not limited to physical deliveries.
Zaidi said they now offered online services, making the entire process seamless for users.
"With the help of the domestic postal and courier services, individuals could schedule pick-ups, purchase postage and manage their mail online."
He said payment of bills and licence renewals could also be done from home or office, eliminating the need for paperwork.
"The adoption of digital technologies has propelled Malaysia's postal and courier industry to global recognition."
The nation ranked 23rd in the United Nations Agency report on postal development and third in Asia, after China and Singapore.
Malaysia also figured prominently in the DHL Global Connectedness Index, ranking 14th out of 171 economies and second in Southeast Asia, after Singapore.
SUPPORTING DIGITAL ADVANCEMENTS
Zaidi said MCMC played a crucial role in supporting the digital advancements of postal and courier services in Malaysia.
MCMC issued licences to courier services and a universal service licence to Pos Malaysia Berhad, allowing it to provide basic postal services across the nation.
"The liberalisation of the courier service industry in 2012 has fuelled innovation, productivity and competitiveness in parcel delivery.
"It also contributed to substantial job growth, with the workforce increasing from around 30,000 in 2015 to nearly 170,000 in 2022."
While digitalisation has brought benefits, Zaidi said it also raised concerns about data security and privacy.
"The postal and courier operators are required to comply with the Personal Data Protection Act and the regulations under the Postal Services Act 2012."
In cases of data breaches, he said, customers could lodge reports to MCMC for it to initiate investigations.
POSTAL REGULATION
Postal regulation is crucial in addressing the challenges brought about by the rise of e-commerce and digitalisation.
Zaidi said MCMC worked closely with the industry players to develop Pelan Accelerator Kurier Negara, a strategic roadmap aimed at providing top-tier courier services in Malaysia.
"It focuses on reliability, reach, relevance and resilience in ensuring the industry's growth and sustainability. This plan aligns with the national development policies and sustainable development goals."
SERVING UNDERSERVED AREAS
The digitalisation of the postal and courier industry not only improved access to services but also expanded connectivity and Internet access in underserved areas.
Postal operators have extensive physical networks, allowing them to provide services in remote and rural locations, closing the digital divide and improving digital financial reach.
Zaidi said focusing on digital adoption in underserved areas was vital for achieving equity and inclusivity.
"These communities faced challenges such as limited accessibility, affordability, low digital literacy and resistance to change."
MCMC established digital economy centres to address these issues, and provide digital connectivity and support to underserved communities.
"The increased digital adoption in these areas has a profound impact on their socio-economic development. It opens up opportunities for online businesses, remote employment and e-commerce, leading to job creation and improved livelihoods," said Zaidi.
Access to essential services like education and healthcare also improved, enhancing the quality of life, he added.