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India Post (Product # 9B13M119)

Lookup NU author(s): Dr Saurabh BhattacharyaORCiD


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The advent of the world wide web and the entry of private players in India’s post-liberalization era resulted in India Post losing a substantial volume of its business to e-mails, faxes, short-message services and private-courier-service providers. Additionally, government policies regarding India Post had long remained unchanged. As a consequence, India Post was caught up in a vicious cycle of decreasing mail traffic, low levels of technology investment, poor financial performance and poor customer service. Critics also raised questions regarding India Post’s lack of market orientation. Nevertheless, India Post responded by taking advantage of its huge distribution network, pursuing related diversification and modernizing its facilities. Despite these efforts, undertaken between 2005 and 2012, India Post was unable to report any profits, although the efforts generated revenue growth. Among all the services that the postal department provided, only postal insurance generated significant profits. It was from this perspective that India Post’s management wondered whether it should follow the example of countries like Germany and the Netherlands, where the postal services had been privatized, or whether it should wait for the 2005-2012 initiatives to generate profits for India Post in the coming years.

Publication metadata

Author(s): Agnihotri A, Bhattacharya S

Publication type: Online Publication

Publication status: Published

Series Title:

Year: 2014

Access Year: 2019

Description: Case Study

Acceptance date: 15/01/2014

Publisher: Ivey Publishing

Place Published: Canada

Access Date: 7 August