ZIMPOST has long been a cornerstone of Zimbabwe’s postal and communications sector. As part of its growth, the company is now exploring the possibility of using drones to deliver parcels. Research has shown that drones can reduce carbon dioxide emissions and energy consumption, especially for small and light packages. Our business reporter, Lee Musaidzi (LM), this week spoke to the organisation’s Postmaster-General, Maxwell Chitendeni (MC, pictured), about this initiative, including current operations, challenges, and future plans. Below are key excerpts from their discussion:
LM: Can you share a brief history of the company and how it has evolved over the years?
MC: Zimpost, a public entity wholly-owned by the government, was established under the PTC Act Chapter 12:05. As a designated postal operator, we represent Zimbabwe among 192 countries in the Universal Postal Union. Following the unbundling of PTC in 2000, Zimpost began its journey as a standalone entity. This transformation enabled us to adapt to technological advancements and environmental changes. Between 2010 and 2014, we diversified our services, introducing new products and modernising our operations. This marked the beginning of our digital era. Today, we are transitioning into the sixth generation of the post office, becoming a smart post office through digitisation. This aligns with the National Development Strategy 1, aiming to make Zimbabwe an upper-middle-income economy by 2030. Our mission is to provide excellent physical and digital postal services, courier services, and real estate solutions, anchored by motivated staff, cutting-edge technology, and sustainable practices.
LM: The world is rapidly digitising. What innovations has Zimpost introduced to modernise its services?
MC: At Zimpost, we are embracing digitisation by transforming our services to be both physical and digital. We are leveraging various ICT facets, including electronic, mobile, and social platforms, to deliver services to Zimbabweans. Our approach is built around our electronic messaging services (EMS), which enables us to transition our products from physical to digital spaces.
We are exploring cutting-edge technologies like artificial intelligence, mobile applications, and drones to enhance our services. Automation is already underway, and we are planning to incorporate blockchain, QR codes, and pick-up or drop-off solutions in the near future. Despite facing challenges such as declining mail volumes, we are capitalising on the growth of e-commerce to stay ahead.
LM: What strategies are in place to ensure that Zimpost continues to grow and thrive in the digital era?
MC: To stay ahead, we have adopted a multi-faceted approach. Firstly, we are focusing on revenue diversification by growing our parcel and logistics business, alongside our e-commerce offerings. Notably, we have launched the Zimbabwe Mall, one of the first online shopping malls in Africa. This platform has enhanced trade among citizens, particularly women who can now purchase goods online instead of travelling to Tanzania. We are also expanding our financial services and government services, leveraging our extensive network and partnership with the government. Our Zimbabwe multi-agency platform, hosting 16 insurance companies, enables customers to purchase insurance products through our 350+ outlets.
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LM: What else have you introduced?
MC: Additionally, we have introduced our in-house insurance brand, Post Insurance Product, underwritten by Nicoz Diamond. Furthermore, our agency business allows customers to transact with eight banks seated in our post offices, using our staff under the Zimpost Agency Banking Services. This innovation has addressed the challenge of bank closures in smaller towns, ensuring civil servants can access financial services without travelling to major cities. We are committed to innovation, digital solutions, and partnerships. As one of the first African countries to launch a virtual post office, we are enabling customers to access postal services from the comfort of their homes. Our partnerships in logistics, e-commerce, cloud solutions, and tech startups have yielded positive results. To achieve operational excellence, we are shifting our focus to customer-centricity, followed by service excellence. By digitising our services, we are responding to market demands and transforming our image from slow-moving mail to a modern, efficient operator.
LM: You joined Zimpost in 1995 and have risen through the ranks to become the Postmaster-General, how has your journey been within the organisation?
MC: My 30-year journey at Zimpost has been truly enriching. I began as a postal officer in 1995 and had the opportunity to work in various departments, including operations, finance, and public communications. This diverse experience helped me develop a comprehensive understanding of the organisation. As I progressed, I took on leadership roles, serving as the head of strategy and later as the deputy postmaster-general. These positions prepared me for my current role as Postmaster-General. Throughout my career, I have spent 13 years as a senior manager and four years as an executive, gaining valuable exposure and experience that I am now leveraging to position Zimpost for greater success.
LM: What leadership strategies have you implemented to ensure Zimpost remains a key player in the communication and logistics sector?
MC: Our leadership approach combines transformational and servant leadership. We believe that transformational leadership starts with a clear vision, which inspires and motivates our team. As the saying goes, “begin with the end in mind”.
We focus on what Zimpost can become, and this vision drives our transformation. Servant leadership is also at the heart of our approach. As leaders, we recognise that our role is to serve others. This mindset has been instilled throughout our organisation, from top to bottom. Our team understands that our purpose is to serve the nation, and that people come first. By putting citizens at the forefront, we ensure that our leadership strategies align with the needs of our customers and the community.
LM: What role does Zimpost play in Zimbabwe’s e-commerce and financial services?
MC: Zimpost plays a vital role in connecting people and facilitating financial transactions through its extensive network. Our presence in every corner of the country ensures that no one is left behind. We have integrated financial services into our post offices, allowing people to transact freely without having to travel to towns. This has been particularly beneficial for pensioners, who can now receive their pensions without incurring transportation costs. As a member of the Universal Postal Union, we enable people to send and receive money from over 192 countries. Our money order service, now called post transfer, allows for international money transfers.
LM: Tell us about your Post Money.
MC: We have also developed our own brand, Post Money, which enables mobile money transfers using feature phone technology. To promote financial inclusion, we are expanding our Post Money services to enable users to perform various transactions. We are committed to ensuring that everyone has access to financial services, regardless of their location. In addition to financial services, we are promoting digital literacy through our digital information centres, formerly known as Community Information Centres. These centres provide free ICT skills training, internet access, and other digital services to disadvantaged communities. Our goal is to bridge the digital divide and provide equal opportunities for all Zimbabweans. In the e-commerce space, our online mall provides a platform for citizens to buy and sell goods. We are also partnering with other malls to expand our offerings. As the champion of last-mile delivery, we ensure that online purchases are delivered to customers’ doorsteps efficiently. Our motorised delivery services cover over 600 000 streets every other day, making us a reliable partner for e-commerce businesses.
LM: How does Zimpost contribute to environmental sustainability, especially with the shift from traditional mail to digital services?
MC: As a responsible corporate citizen, Zimpost is committed to minimising its environmental footprint. Our shift towards a smart post office is not only driven by technological advancements but also by our environmental strategy. By going digital, we have significantly reduced our paper usage in post offices. Furthermore, we are taking steps to reduce our carbon emissions. Our motorised delivery fleet is being upgraded to energy-powered vehicles, which will minimise fumes and environmental pollution. We are also exploring innovative solutions, such as drone delivery, to reduce emissions further. In fact, we are in the process of registering our drone services to enable environmentally friendly deliveries.
LM: What role should businesses play in supporting local communities and economic development?
MC: Servant leadership is about transforming human lives, not just growing your business. When an organisation truly understands this, it recognises that its success is deeply tied to the well-being of its customers. This mindset shift leads to a customer-centric approach, where businesses prioritise the needs of their customers alongside their corporate goals. However, servant leadership goes beyond corporate social responsibility. It is about making a meaningful impact on people’s lives. This approach encourages businesses to consider the long-term effects of their products and services, rather than just focusing on short-term gains. At Zimpost, we are committed to this philosophy, recognising that our growth should be accompanied by positive changes in the lives of our customers and the community we serve.
LM: Are there any plans for regional or international partnerships to expand Zimpost’s services?
MC: Zimpost is already actively engaged in regional and international partnerships to expand its services. As the chairperson of the Southern African Development Community (Sadc) support region for post offices, we have fostered collaborations with countries under Sadc, working closely with the Common Market for Eastern and Southern Africa (Comesa) and the Southern African Postal Operators Association. This partnership has facilitated knowledge sharing, particularly in areas such as post insurance and e-commerce solutions. We are also part of the Pan-African Postal Union under the African Union, with Zimbabwe’s minister for ICT (Tatenda Mavetera) serving as the chairperson.
This affiliation enables us to stay at the forefront of postal innovations and best practices across the continent. Our international partnerships have sparked interest from other countries, which are now looking to learn from our experiences. This recognition is encouraging, and we foresee Zimpost becoming a model for postal services in the region. By leveraging these partnerships, we are poised to expand our services, enhance our offerings, and solidify our position as a leader in the postal industry.
