Grant Thornton Post Office Network 2012 Report

The future of the Post Office
network in Ireland
A Review of Potential Service Contracts on behalf of the Irish
Postmasters Union
April 2012
IPU Report on the review of potential service contracts 1
Contents
Page
Executive Summary 3
1. Introduction 11
2. Background to the post office network 14
3. Strategic context 21
4. Approach and options identification 28
5. Cost benefit analysis 37
6. Outcomes 40
7. Non-quantifiable benefits 43
8. Risk assessment 47
Appendices 49
Appendix 1 - Motor tax cost benefit 50
Appendix 2 – Banking cost benefit 51
Appendix 3 - Household charge cost benefit 52
Appendix 4 - Hospital charges cost benefit 53
Appendix 5 – Local Authority cost benefit 54
Appendix 6 – Assumptions 55
Appendix 7 – PESTLE analysis 60
Appendix 8 – Post office network 61
Appendix 9 - An Post Turnover analysis 62
Appendix 10 - Retail services 63
Appendix 11 - An Post process map 64
© 2012 Grant Thornton. All rights reserved.

List of abbreviations
AIB – Allied Irish Bank

BPA – Basic Payment Account
CBA – Cost Benefit Analysis
DSP – Department of Social Protection
EC – European Community
FS – Financial Service
SE – Health Services Executive
LA – Local Authority
IFA – Irish Farmers Association
INOU – Irish National Organisation of the Unemployed
IPU – Irish Postmasters Union
IRL – Irish Rural Link
MTO – Motor Tax Office
NIB – National Irish Bank
NPV – Net Present Value
NTMA – National Treasury Management Agency
OTC – Over the Counter
PR – Public Relations
SME – Small to Medium Sized Entities
SVP – St Vincent De Paul

Executive Summary
Background to this review

The post office network is a key national resource. It is important when considering the post office
network that it is viewed as more than a group of commercial entities; it serves a valuable social
purpose, which plays a unique and important role in communities around the country.
The post office network faces an uncertain future, with falling revenues, branch closures and a high
dependence on a single contract with the Department of Social Protection which is due to expire in
2013.
The purpose of this report, which has been commissioned by the Irish Postmasters’ Union (IPU), is
to provide a comprehensive independent evaluation of the benefits which would derive from the
consolidation and/or expansion of the range of services provided through the post office network
in Ireland and to set out a compelling case to policy makers in relation to new service contracts as
identified. Ultimately the goal is to ensure the long term future and sustainability of the post office
network.
The Irish Postmasters Union

The IPU is the representative body for Postmasters in Ireland representing 90% of all Postmasters.
In 2011, the post office network in Ireland consisted of 1,156 post offices at various locations across
the country. Of these post offices, 1,099 are deemed to be sub-post offices. These are managed by
independent self-employed retailers who act as a distribution facility for An Post, the semi-state
body responsible for delivery of postal services throughout the state.
The post office network

To ensure the long term sustainability of the post office network, it is necessary to identify the
internal resources and capabilities of the post office network and ensure that these are managed to
maximise operational efficiency. From an examination of the post office network a number of key
strengths of the Irish post office have been identified and it is important that any potential service
contracts build upon these strengths to enhance the current network.
With over 1,100 post offices and agencies, the post office network represents Ireland’s largest retail
network and for many rural communities the post office acts as their only retail outlet. This is
highlighted in table 1 overleaf.

Table 1 – Retailers in Ireland

Retail Network Branches
Post Office network 1,156
Musgrave 895
Credit Unions 412
Bank of Ireland 255
Allied Irish Bank 183
Ulster Bank 146
Local Authorities 37
Added to the size of its network, the post office has a strong brand presence in Ireland with
significant goodwill and trust attached to it. Despite the recent economic turmoil and the loss in
confidence of many institutions, the post office network has emerged relatively unscathed and
significantly retains a high degree of trust and positive levels of customer satisfaction.
Based on an analysis of systems and staff, the Irish post office network has the capability of easily
facilitating additional services. The combination of these resources and capabilities has enabled the
post office network to consistently deliver high quality services. This proven track record of
providing large scale contracts offers significant confidence that additional services could be added
to the existing services.
An analysis of the revenues for the post office network indicates that turnover is derived from three
main sources:
1. Traditional mail services;
2. Government contracts; and
3. Financial services.
Over a four year period, An Post has seen revenues fall from €876 million in 2007 to €806.7 million
in 2011 representing an 8% decline in just five years. In particular revenues from traditional mail
services have suffered a sharp decline (20%) over recent years as a result of increased substitution,
deregulation and competition. The figure below shows this decline in postage revenues from letters
and parcels.
Figure 1 – Postage revenues – An Post 2007 - 2011
Revenues - Postage (€'000)

(Source: An Post Annual Reports)
631,820 624,820
650,000
600,000 565,640
552,366
550,000 507,306
500,000
450,000
400,000
2007 2008 2009 2010 2011
While efforts have been made to diversify and decrease the reliance on traditional mail services, this
has failed to compensate for the overall decline in traditional mail volumes. The decline in
traditional revenues has led to an increased dependence by post offices on Government contracts,
which now account for a significant proportion of the post office network’s revenues.

Figure 2 below shows the split of retail revenues for the post office network. From the analysis it is
apparent that there is a high dependence on both the Social Welfare and the National Treasury
Management Agency savings contracts, which account for 56% of total revenues. The loss of either
of these contracts would have a significant impact on the post office network and would likely result
in a large number of closures, notably within rural areas. To deepen this threat, the social welfare
contract is up for renewal in December 2013 and certain policy initiatives such as the financial
inclusion strategy1 suggest that the renewal of this contract is in danger.
Figure 2 - Retail revenues by type – 2011
Retail Revenue by type

(Source: An Post)
6% 3% 3% Banking
6%
10% Other
29%
DSP
16% NTMA
Mails
27% Billpay
Licences
Money Transfers
Another key observation is that individual post offices vary greatly in terms of size and revenues
generated. Figure 3 below illustrates how the largest 21% of the post offices collect 46% of the
revenues; while medium offices that account for 26% of the total offices collect 21%, and the
smallest 48% collect only 11% of total revenues.
Figure 3 – Post office size and revenues
Post Office Size Vs Revenue

(Source: An Post)
60% 48%
46%
50%
40%
23% 26%
30% 21% 21%
20% 11%
10% 5%
0%
An Post Branch Sub-Post Office Sub-Post Office Sub-Post Office
Network Large Medium Small
% Offices % Business
Generally, urban post offices have a much greater turnover than rural offices and it is for this reason
that the remuneration system operated by An Post to compensate Postmasters uses a regressive
sliding scale payment system - “the unit credit system”. This system ensures that the smaller offices
receive a higher margin than the larger offices, which recognises the importance of sustaining the
wider network and support smaller offices.
1 Strategy for financial inclusion (2011) – Board of Social Finance Foundation

Post office revenue by product type

An analysis of the range of products across all post offices illustrates that the mix of business is
fairly consistent regardless of the size of the post office. Table 2 below highlights the split by
product and post office size.
Table 2 – % Revenue by type, by office type - 2010

Office Type Mails Social Billpay Savings Money Other
Welfare Transfer
An Post Branch Network 27% 34% 15% 10% 3% 11%
Sub-post office Large 27% 34% 20% 9% 2% 8%
Sub-post office Medium 31% 32% 16% 11% 3% 7%
Sub-post office Small 28% 37% 13% 12% 3% 7%
Strengths and weaknesses of the post office network

Based on our analysis of the post office network, we have identified a number of strengths and
weaknesses that have been taken into consideration when assessing potential service contracts.
Table 3 provides an overview of the key findings in this regard.
Table 3 – Strengths and weaknesses

Strengths Weaknesses
 Irelands largest retail network with over 1,100  Dependence on social welfare contract;
post offices in Ireland;  Idle time (certain offices);
 Brand: Household name with positive customer  Inconsistent service offerings;
perception;  Varied financial performance;
 Social welfare contract;  Supplier power;
 Large customer base;  Restrictions on marketing;
 Goodwill - Customer trust;  Structure – inherent difficulty of
 Proven track record of service delivery; independent entities following aligned
 Ability to handle large volumes; strategy;
 Community and social centre;  Identity - different view of own role
 Communication structure; (Postmasters); and
 Low levels of gearing (debt);  Remuneration system – outdated and
 Flexible IT systems with the ability to add inconsistent.
services (Riposte System);
 Capacity to handle additional business;
 Local knowledge and customer knowledge; and
 Social welfare fraud deterrent - face to face
contact.

Strategic Context: opportunities and threats

It is important that any review of existing or future service contracts does not occur in isolation. It
must be undertaken with an understanding of the wider environment, the key trends and
developments occurring in the economy and the overall performance of the postal sector.
From our analysis of the strategic context, it is clear that there are a number of opportunities and
threats for the postal industry that will have significant implications for the post office network.
The below table provides a summary of the key opportunities and threats:
Table 4 – Opportunities and threats

Opportunities Threats
 Local Government restructuring;  Loss of social welfare contract (29% of
 Additional Government charges (e.g. business);
Household Charge);  Basic Payment Account;
 Capability and infrastructure - ability to extend  Deregulation and increased competition from
business; international postal operators;
 Increased community interaction;  Shrinking mail volumes and falling postal
 Technology related solutions – tracking, revenues;
digital displays, phone applications etc.;  Substitutes (email, online banking, paying bills
 Banks - facing cost pressure and seeking online);
alternative solutions,  Large retailers;
 Basic Payment Account; and  Cost pressures (e.g. insurance, security);
 Capacity.  Weak economy and decreasing disposal
income; and
 High dependence on external decisions
(Government, An Post).
Options identified
An analysis of the internal and external operating environment has identified the necessity for
continued diversification. This will help to mitigate the significant threats of falling traditional mail
volumes and the high dependence on the NTMA and Social Welfare contracts. In identifying
potential service contracts, it is critical that potential benefits are viewed from both the providers’
(the post offices and An Post) and the suppliers’ perspectives. A key criterion for selection for a
potential service is that they are mutually beneficial for both parties. The potential future services
that have been identified in this review are:
 motor taxation;
 extension of the banking services available;
 household charges;
 Local authority charges (water and waste charges); and
 hospital charges.

Summary of findings
A cost benefit analysis has been used to evaluate each of these potential contracts. Cost benefit
analysis is a long established economics based methodology used to examine the merits of a project
by comparing the future streams of its costs and benefits in monetary terms. A cost benefit analysis
ascertains the Net Present Value (NPV) of both costs and benefits over the life of a potential
contract and uses a discount rate to estimate the current worth of future revenues or savings.
The table below summarises the outcome of the cost benefit analysis for each identified service
offering over the defined five year period.
Table 5 – Summary results of the cost benefit analysis (over a defined five year period)
NPV of
CB NPV NPV Additional
Ratio Benefit Cost Benefit
€, 000 €, 000 €, 000
Potential Service Offerings
1 Motor taxation 3.09 89,581 (28,946) 60,635
2 Banking Transactions 1.76 17,931 (10,166) 7,765
3 Household charges 2.68 13,062 (4,879) 8,183
4 Local authority payments 3.50 81,849 (23,361) 58,488
5 Hospital charges 2.11 16,308 (7,736) 8,572

Total 218,731 (75,088) 143,643
The table above and the more detailed analysis (contained in the body of the report) demonstrate
that all the potential service contracts offer significant potential revenues. Each of the five options
shows a positive Cost Benefit (“CB”) ratio. A CB ratio summarises the overall value for money of a
proposal, with any proposal having a value of greater than one deemed to be an attractive
investment. For the purposes of this cost benefit, this ratio includes the combined benefits both for
the post office network and third parties2.
From this analysis it is clear that the potential motor tax and local authority payments contract are
the most attractive option with a potential Net Present Value of additional benefit of €60.6 million
and €58.5 respectively.
As noted above when preparing the cost benefit analysis it was deemed appropriate to consider the
costs and benefits from both the perspectives of An Post and the IPU but also the third party who
will grant the contract. Of the €143 million in total additional benefits, there is a potential €108
million in savings for the third parties. The Government represent the most significant beneficiary
with potential savings identified of up to €95.5 million.
2 Third parties include the Government, banks and the Heath Services Executive (HSE).

Table 6 – Split of total benefit

Household Hospital Local
Total Motor Tax Banking Charges Charges Authorities
IPU / An Post NPV 35,206,738 14,371,112 3,349,083 1,396,961 99,939 15,989,644
Third Party NPV 108,436,354 46,263,687 4,415,575 6,785,740 8,472,522 42,498,831
Total additional benefits 143,643,092 60,634,799 7,764,657 8,182,701 8,572,460 58,488,475
Whilst the results of the cost benefit analysis are positive, the most significant finding for the IPU of
this analysis is that the combined revenues from these potential contracts would not be sufficient to
replace the loss of the social welfare contract. Based on the detailed workings, potential revenue in a
single year from all the proposed contracts would amount to an additional 8% in revenues, which
while positive would not replace the loss of the social welfare contract.
Non-quantifiable costs and benefits

When preparing a cost benefit analysis it is necessary to assess the costs and benefits that a value
cannot be placed on. The purpose of this exercise is to ensure that socio economic factors are
considered when evaluating any proposals. For the Irish post office network there are significant
non-quantifiable benefits that have been identified following various consultations and focus groups
with a number of community bodies, including:
 St. Vincent de Paul (SVP)

 Age Action Ireland
 Irish National Organisation of the Unemployed (INOU)
 Irish Rural Link (IRL)
 The Irish Wheelchair Association
 Irish Senior Citizens Association
 Irish Farmers Association (IFA)
The consensus from these community bodies was that the post office network plays an important
role in the community and offers vital services to many that would be difficult to replace and the
decline of the network could have many unintended social and economic consequences notably in
rural areas. One organisation has described the post office as allowing “people to live”.
For many local businesses and members of the community the closure of the local post office could
result in significant additional expenses and time taken to travel to different post offices that are
further away. Another important point that has been highlighted is that in many small villages, the
post office is the only outlet for banking and financial services. The loss of the post office could
increase financial exclusion and further exacerbate socio-economic inequalities. From a community
perspective, the post office acts as the focal point and information exchange that facilitates social
inclusion and reduces isolation.
The UK post office network faced similar issues when a policy decision resulted in a number of post
office closures. Independent studies3 demonstrated that these closures had a significant impact on
the local community and resulted in significant expense for local governments.
3 Devon knows – Long term impacts and lessons from the post office closures, Consumer Focus UK, (2011)

The experiences in the UK should be borne in mind as Government policy will play a vital role in
the long term sustainability of the post office network. Financial considerations cannot be
considered in isolation and the socio-economic aspects need to be considered particularly when
awarding Government contracts.
Conclusions
The financial viability of the post office network is challenged as a consequence of the significant
decline in traditional revenues and dependence on its contract to deliver social welfare. The
implications of these challenges are that if local post offices close many of the services they provide
will not be easily replicated by other service providers. To mitigate these threats it is important that
the post office network builds upon its strengths and continue diversify its products offerings.
One of the primary aims of this report was to identify and evaluate potential service contracts that
might be available to the post office network. Based on our analysis the potential future services that
offer the greatest opportunity and could be easily added to its current service offering are:
 motor taxation;
 Local authority charges (water and waste charges); and
Our findings show that all the above service contracts have positive CB ratios, which indicate that
they would add value and enhance the post office network. Of these five potential service contracts,
Motor tax and Local Authority payments are the most attractive options and offer the greatest
potential for the post office network and an attractive option for Government.
A significant issue when considering the long term sustainability of the post office network are the
socio economic factors which are substantial. There is a significant concern by community
stakeholders about the decline in the number of rural post offices and the impact this may have on
their members. It is therefore important that the experience of the UK is noted and there is
awareness of the cost to the communities and to the Government of replacing such a network.

1. Introduction
1.1. Background to the review

The Irish Postmasters’ Union (“IPU”) is the representative body for Postmasters in Ireland
representing 90% of all Postmasters. In 2011, the post office network in Ireland consisted of 1,156
post offices at various locations across the country. Of these post offices, 1,099 are deemed to be
sub-post offices which are managed by independent self-employed retailers who operate under
contract with An Post. It is from these sub-post offices that the Irish Postmasters takes its
members, and thus are in scope for this review. These sub-post offices will hereafter be referred to
as “post offices” for the purposes of this report.
Table 1.1 – Post office network

2006 2007 2008 2009 2010 2011
Company post offices 84 74 61 57 57 57
Sub-post offices 1,277 1,212 1,187 1,179 1,107 1,099
Total 1,361 1,286 1,248 1,236 1,164 1,156
The primary role of the IPU is to act as the collective voice of Postmasters, to represent and protect
the best interest of their members in collaboration with An Post and all other stakeholders and to
articulate the views of the members at all levels – politically, socially and economically.
Through their head office, branch structure, and annual conference they provide advice and support
to Postmasters on specific issues or problems they encounter in the course of undertaking their role.
The annual conference acts as a forum to provide the opportunity for Postmasters to exchange
views with other Postmasters and to have a role in framing policies that would advance the interests
of Postmasters and the communities they serve.
At a micro level a Postmaster is the head of an individual post office. They are responsible for the
management of their post office which acts as a distribution facility for An Post services. It is
important to note that Postmasters in Ireland are not employees of An Post, but they do have a
formal and contractual relationship to supply An Post services.
1.2. Terms of reference

This report is to provide a comprehensive independent evaluation of the benefits which would
derive from the consolidation and/or expansion of the range of services provided through the post
office network in Ireland and set out a compelling case to policy makers in relation to new service
contracts as identified.

Ultimately this exercise is about achieving a viable post office network in Ireland by supporting the
growth of post offices and increasing the effectiveness of their business model to ensure the long
term sustainability of the network into the future.
1.3. Project methodology

We tailored our methodology and approach to ensure that it meets the specific requirements of the
scope of this project. The diagram below outlines the approach we adopted in completing this
study.
Stage 1: Stage 2: Stage 3: Stage 4:

Planning Data gathering and Data analysis Report generation
consultations
Phase 1: Planning of the review

This phase consisted of a meeting between Grant Thornton and the IPU, for the purposes of
defining the scope and boundaries for the review, agreeing the key stakeholders to participate in the
review process, ensuring full agreement and comprehension by all parties of the outputs of the
review. At this stage we also agreed the project structure, staffing, timeline and liaison arrangements.
Phase 2: Data gathering and consultations

The objective of phase two of the assignment was to gather data to inform our assessment of the
key review areas. Data was collected from a number of different sources:
 information provided by the IPU;

 interviews with members of the IPU Executive;
 on site visits and workshops with members of the IPU and An Post;
 information provided by An Post;
 consultations with external stakeholders and community groups;
 desk research; and
 discussions with experts in relevant sectors such as tax and Local Government.
Phase 3: Data analysis

Phase three of the assignment was concerned with analysing the data gathered during the workshops
and discussions to understand the operating environment of the post office network relative to the
areas under review. All information gathered was collated and analysed and information was cross
referenced between the different information sources.
Phase 4: Report generation

The key deliverable from this project is this report which provides a basic description of the
industry and the strategic context in which post offices are operating, a review of the existing
business of the IPU and finally an evaluation of potential service contracts.

1.4. Report structure

The report structure is structured as follows:
Section 2: Overview of the post office network
Section 3: Strategic context
Section 4: Approach and options identification
Section 5: Cost benefit analysis
Section 6: Outcomes
Section 7: Non-quantifiable benefits
Section 8: Risk assessments

2. Background to the post office network
2.1. Introduction
The first step in our review is to provide an overview of the existing post office network and its
current service offerings. We have considered the post office network from the following
perspectives:
1 network and retail service;
2 revenues;
3 revenues by post office size; and
4 additional considerations (capacity, systems, training and marketing)
It is important to note as part of this analysis that the information in this report is in aggregated
form and thus gives an overall picture which may not be fully representative of all post offices, given
the large degree of variation in the network.
2.2. Network and retail service

The greatest strength of the post office network is the number of branches and the reach that this
structure provides. Currently the post office network is Ireland’s largest retail group, with over 1,100
fully computerised locations spread across the county. A detailed map of the location of all post
offices in Ireland is included in Appendix 8 of this document.
To put this into context the next largest network is Musgrave’s group, which operates under a
number of different brand names with Centra’s brand, which comprises of 456 outlets, the largest.
The following table highlights a selection of Ireland’s largest retail networks.
Table 2.1 - Retailers in Ireland

Retail Network Branches
An Post 1,156
Musgrave’s 895
412
Credit Unions
Bank of Ireland 255
183
Allied Irish Bank
Ulster Bank 146
Local Authorities 37
Source: Various Annual Reports 2010/11

2.3. Revenues
Revenues for the post office network come from three main sources:
1 Traditional mail services;
2 Government contracts; and
3 Financial services.
Significantly the post offices have little control over what services are supplied by them, with An
Post directing which products are available for sale. A split of these revenues is displayed in the pie
chart below (figure 2.1).
Figure 2.1– Retail revenues by type
Retail Revenues by type

(Source GT analysis)
2% Govt
18%
36% Govt/FS
16% Post
Financial Services
27%
Other
These categories can then be split further by products, which are set out in the following table and
analysed in more detail below.
Table 2.2 – Retail revenues by type - 2011

Revenues
# Product Type %
(€, m)
1 Social Welfare Govt 59 29%
2 NTMA Govt 54 27%
3 Mail Post 33 16%
4 Billpay FS 20 10%
5 Licences Govt 13 6%
6 Money Transfers FS 12 6%
7 Banking FS 5 2%
8 Other Other 5 2%
2.3.1. Traditional mail services

Traditional mail offerings consist of postage, letters, parcels and the sale of stamps. Revenues from
traditional mail have been declining in recent years due to increased substitution, deregulation of the
market and increased competition.

Figure 2.2 – Postage revenues An Post 2007 to 2011
Revenues - Postage (€'000)

631,820 624,820
650,000
600,000 565,640
552,366
550,000 507,306
500,000
450,000
400,000
2007 2008 2009 2010 2011
In post offices (retail only), traditional postal services now account for just 35% of revenues, despite
a decline in total revenues. Over a five year period, An Post has seen revenues fall from €873 million
in 2007 to €806.7m in 2011; representing a decline of almost €66m or 8%. More significantly,
postage revenues fell by €124 m in the same five years, which highlights that the fall in traditional
revenues is the key driver of the falling revenues and nearly double the aggregate decline in total
revenues.
For the individual post offices this decline is even more significant, with revenues from postal
services now accounting for only 17% of total revenues.
Table 2.3 –Traditional mail revenues - 2011

Traditional €’m %
Mails 33 16%
Other 5 2%
Diversification has helped slow the decline in total revenues; however the figures indicate that the
downward trajectory seems set to continue.
2.3.2 Government contracts

Government revenues come from three main sources:
1. social welfare;
2. National Treasury Management Agency (“NTMA”) savings; and
3. licences.
The decline in traditional revenues has led to an increased dependence by post offices on
Government contracts, which now account for a significant proportion of the post office network’s
revenues.
Although NTMA savings is a financial service, it can also be deemed a Government contract. If we
include this as a Government contract, 65% of total revenues would fall under this category. The
NTMA and the social welfare contracts are pillars of the current revenue structure of the post office
network, representing 57% of total revenues. The loss of either of these contracts would be very
significant and would be difficult to absorb as there is no other major contract in the pipeline that
could replace either contract. With the social welfare contract up for renewal in December 2013, the
post office network in a precarious position which could potentially result in the loss of almost 30%
of its income.

Table 2.4 – Government related revenues - 2011

Government €’m %
DSP 59 29%
Licences 13 6%
NTMA 54 27%
Figure 2.3 – Retail revenues by type

Retail Revenue by Type
(Source: GT Analaysis)
19%
18%
63%
Traditional Postal Services Financial Services Government
2.3.3 Financial Services

Financial services have become an increasingly important element of post offices revenues. At
present this accounts for 45% of total revenues including, NTMA savings and 16% excluding
NTMA savings.
The social welfare contract is also relevant to the financial services revenues as there is a strong
correlation between the revenue generated from this contract and the other financial services
offered by the post office. Without the social welfare contract a large portion of other financial
services that are provided would be significantly impacted, most notably Billpay and NTMA savings.
While Billpay has been an extremely successful product, its long term future is uncertain. It is
operating in an extremely competitive market and providers encourage customers to pay directly
through their websites which is more cost effective. One important consideration is that many
people use the opportunity to pay bills while collecting social welfare payments at the post office.
Table 2.5 – Financial service related revenues -2011

Financial Services €’m %
Billpay 20 10%
Banking 5 3%
Money transfers 12 6%
2.4. Post office revenue by size

Another key observation is that post offices vary greatly in terms of size and revenues generated.
Figure 2.4 illustrates how the largest 21% of the post offices collect 46% of the revenues; medium
offices which account for 26% of the total offices collect 21%, while the smallest 48% collect only
11% of total revenues.

Figure 2.4 – Post office size and revenues
Post Office Size Vs Revenue

(Source: An Post)
60% 46% 48%

40% 23% 26%
21% 21%
20% 11%
5%
0%
An Post Branch Sub-Post Office Sub-Post Office Sub-Post Office
Network Large Medium Small
% Offices % Business
Generally, urban post offices have a much greater turnover than rural offices and it is for this reason
that the remuneration system operated by An Post to compensate Postmasters uses a regressive
sliding scale payment system - “the unit credit system”. This system ensures that the smaller offices
receive a higher margin than the larger offices. This is to recognise the importance of sustaining the
wider network and to help support smaller offices. More detail in relation to this system is included
in section 2.6.3.
2.5. Post office revenue by product type

An analysis of the range of products across all post offices illustrates that the mix of business is
fairly consistent regardless of the size of the post office. Table 2.6 below highlights the split by
product and post office size.
Table 2.6 – % Revenue by type by office type - 2010

Office Type Mails DSP Billpay Savings Money Other
Transfer
An Post Branch Network 27% 34% 15% 10% 3% 11%

Sub-post office Large 27% 34% 20% 9% 2% 8%
Sub-post office Medium 31% 32% 16% 11% 3% 7%
Sub-post office Small 28% 37% 13% 12% 3% 7%
A full list of all retail services provided by the post office network is included in Appendix 10.
2.6. Additional considerations

Other considerations relevant to this study include as follows:
2.6.1 Capacity
Through the course of our review different opinions were provided in relation to the capacity of the
network to increase service offerings. On balance, the overall consensus is positive; that there is
capacity available to provide additional services.
The findings from a recent survey conducted by the IPU support this view. It shows that 20% of
post offices have a lot of capacity to extend the current service offerings while 37% have some
capacity.

Much of the restrictions in capacity are occurring on Thursdays and Fridays when social welfare
payments are processed. As such these capacity issues could potentially be alleviated through
increased staffing or spreading social welfare across the week.
One point to note is that the findings from this survey are based on current service offerings and
takes no account of the fact that the social welfare contract is due to elapse in December 2013.
2.6.2 Skills and expertise

Another relevant consideration is the training received by Postmasters from An Post. Currently
Postmasters receive training in a wide range of services they offer including banking, Government
and traditional mail services. Each Postmaster is provided with a training manual which documents
all of the processes and procedures covering the relevant products and services. This manual is
continually updated to reflect additional service offerings and technical updates. This diversity of
training is a significant asset for the post office network, one that has enabled the successful roll-out
of a number of products such as the implementation of Garda fines and post office banking. This
gives confidence to potential contract providers that new services can be taken on board and
administered in an effective and efficient way.
2.6.3 Scale payments systems

As Postmasters are independent self-employed contractors it is necessary to have a system that
allows them to receive payment for the provision of these services. Currently payment is received
from An Post in two different ways, commercial payment and the scale payment system. The scale
payments system is the process by which Postmasters remuneration is determined by An Post4.
In summary, the scale payments system uses a regressive “unit credits” system, which values
transactions using volume, time taken and the type of transaction. Most classes of transactions are
pre-assigned a unit credit value and at the end of the period the aggregate of these credits for the
year is converted to a monetary equivalent though the use of a conversion table. For some
transaction types a percentage of the transaction amount is used as it is deemed more appropriate.
One twelfth of amounts due are paid monthly except for cash fee payments which are paid each
quarter.
This system of remuneration is regressive, which means that the value of each unit decreases as the
number of units sold increases. The rationale for the regressive system is to ensure a more equitable
distribution of funds to the smaller offices that have lower volumes of revenues. As an added
control to ensure equitable distribution there is also a minimum payment threshold for post offices.
This supports post offices that do not have sufficient business levels to receive a minimum payment
for the postal services they provide.
From our conversations with individual Postmasters, a number of issues have been noted with the
system. These relate to the fact that it does not incentivise post offices to carry out additional
business or large transactions as they receive the same reward for large transactions as for a standard
transaction. For example, Postmaster’s receive the same fee for an investment of €100 as they do for
€1,000,000. A review or update of this system may therefore be necessary to support the provision
of the new services envisaged.
4 Factual memorandum provided by An Post

2.6.4 Riposte System

The post office network uses a system called Riposte to process all the over the counter (“OTC’s”)
transactions. The riposte system is a highly flexible system that can be used for a diverse range of
transactions. This integrated system enables the post office to process all types of transactions from
banking to Government to traditional postal services. Once processed these transactions are
instantly sent and recorded in the An Post database.
The Riposte system allows for additional applications to be quickly developed by the An Post IT
team, which can cater for a wide variety of potential services. The standard development time for an
application is four weeks, with a team of four developers from An Post. This ensures that any new
services can be easily added in a cost effective manner. The Riposte system is an efficient method of
processing postal transactions and is seen as a core strength of the network. The system is now in
use by many leading international postal operators within countries such as the UK, Germany,
Denmark, Austria and Australia.
2.7. Conclusions: strengths and weaknesses

The analysis completed of the post office network has identified a number of strengths and
weaknesses that need to be taken into consideration as part of this review. Table 3.1 provides an
overview of the key findings in this regard.
Table 3.1 – Strengths and weaknesses

Strengths Weaknesses
 Irelands largest retail network with over 1,100  Dependence on social welfare contract;
post offices in Ireland;  Idle time (certain offices);
 Brand: Household name with positive customer  Inconsistent service offerings;
perception;  Varied financial performance;
 Social welfare contract;  Supplier power;
 Large customer base;  Restrictions on marketing;
 Goodwill - Customer trust;  Structure – inherent difficulty of
 Proven track record of service delivery; independent entities following aligned
 Ability to handle large volumes; strategy;
 Community and social centre;  Identity - different view of own role
 Communication structure; (Postmasters); and
 Low levels of gearing (debt);  Remuneration system – outdated and
 Flexible IT systems with the ability to add inconsistent.
services (Riposte System);
 Capacity to handle additional business;
 Local knowledge and customer knowledge; and
 Social welfare fraud deterrent - face to face
contact.

3. Strategic context
3.1. Introduction
Any review of existing or future service contracts cannot occur in a isolation. It must be undertaken
with an understanding of the wider environment and the key trends and developments occurring in
the economy and the overall performance of the postal sector.
The Irish economy is working through tough austerity measures and as a result Irish public services
are under significant pressure to radically reform and identify efficiencies. Both of these factors
combined present a number of opportunities as well as threats for the post office network. This
section sets out a consideration of these factors, under the following headings:
 macro-economic context;
 public sector context; and
 the wider postal sector context.
3.2. Macro-economic context

Following this extended period of economic expansion from 2001 to 2007, the Irish economy
entered a downturn in late 2007, which culminated in recession in 2008. While the recession in
Ireland officially ended in the first quarter of 2010, at the time of writing this report, the economic
outlook remains uncertain with the European debt crisis remaining unresolved.
The most noticeable impact of the slowdown in the Irish economy is its effect on the level of
unemployment in the economy. The most recent live register data shows that there were 434,784
social welfare claimants in the State in December 2011, as compared with 201,756 in May 2008, an
increase of 155% in the last three years. While it appears that unemployment levels have plateaued,
they still remain high compared to other European counties. The graph on the following page
illustrates the rise in unemployment since 2007.

Figure 3.1 – Live Register 2004 to 2011
Live Register
(Source: www.cso.ie accessed 24/1/11
500,000
450,000
400,000
350,000
300,000
250,000
200,000
150,000
100,000
50,000
-
2004M01
2004M05
2004M09
2005M01
2005M05
2005M09
2006M01
2006M05
2006M09
2007M01
2007M05
2007M09
2008M01
2008M05
2008M09
2009M01
2009M05
2009M09
2010M01
2010M05
2010M09
2011M01
2011M05
2011M09
Total social welfare payments made by the state amount to €19.797billion, and of this 52% of social
welfare (€10.29 billion) is currently paid through the post office network.
For the post office network, rising levels of unemployment has had a mixed impact on business
levels. The provision of social welfare payments is a key contract held by An Post and as a result the
post office network has seen an unprecedented rise in the numbers collecting welfare benefits
through its network. On the downside, the recession and high levels of unemployment have reduced
the levels of disposable income available resulting in the erosion of demand and thus a sharp decline
in retail spending.
Figure 3.2 – Retail Sales Index 2005 to 2011
Retail Sales Index Volume Adjusted (Base 2005=100)

(Source: www.cso.ie accessed 24/1/12)
125
120
115
110
105
100
95
90
85
80
2007M10
2007M12
2008M02
2008M04
2008M06
2008M08
2008M10
2008M12
2009M02
2009M04
2009M06
2009M08
2009M10
2009M12
2010M02
2010M04
2010M06
2010M08
2010M10
2010M12
2011M02
2011M04
2011M06
2011M08
2011M10
All retail businesses All retail businesses, excluding motor trades
3.3. The public sector context

Recent Government policy has attempted to steady the economic uncertainty through extensive
austerity measures that have cut across every sector of the economy. These austerity measures have
created hardship for many; however they have also created an incentive for the Government to
leverage the resources and capabilities at its disposal such as the post office. For this reason we
examine below certain critical areas of Government policy and reform that could impact the post
office network.

3.3.1 Local Government reform

In September 2011, the Local Government Efficiency Implementation Group prepared its second
review of expenditure in Local Government in just over a year. The main aim of this report was to
identify “current expenditure programme saving options, the scope for savings arising from greater
efficiencies, proposals for reducing and/or merging of agencies, and associated reduction in staff
numbers”5 In the short term the reduction in staff is a priority for Local Government, whilst the
introduction of shared services and structural reform are longer term goals. Two areas of Local
Government that have been identified as significant cost and administrative burdens are motor tax
processing and payment collection. By taking out these large numbers of staff it will be difficult to
ensure that current levels of service and efficiency are maintained. For any proposed option this
needs to be an important consideration, especially in respect of non-core activities.
3.3.2 Introduction of new taxes

Local authority finances remain under extreme pressure despite a number of cost cutting measures
over the last number of years. Contributions from the Exchequer are likely to fall and this is
expected to be compensated for by a broadening of the revenue base of Local Government. This
includes the introduction of a number of charges such as the private water charges and the new
septic tank charge. At present only commercial operations pay for water but it has been proposed to
extend this to domestic households also.
Figure 3.3 – Local Government funding
Local Government Fund
2,000
1,500
1,000
500
-
2007 2008 2009 2010 2011
Motor Tax Exchequer Contribtion Interest
3.3.3 Financial inclusion

Another issue that has significant implications for the post office network is the Government policy
on financial inclusion. Financial exclusion is defined by the European Community (“EC”) as “a
process by which people encounter difficulties accessing and/or using financial services or products
in the mainstream market that are appropriate to their needs and enable them to lead a normal social
life in the society in which they belong”. Financial inclusion remains a significant issue in Ireland
with large numbers of people continuing to operate without access to financial services.
One solution that has been proposed by the “Strategy for Financial Inclusion” released in 2011 is to
introduce a Basic Payment Account (“BPA”) to citizens of the state that currently do not have
access to a bank account. The report specifically mentions the fact that An Post could play a key
role in the implementation and delivery of this BPA which is encouraging for the network.
5 Comprehensive Review of Expenditure (Sept 2011) Local Government Efficiency Implementation Group

One of the proposed functions of the BPA outlined in the Strategy for Financial Inclusion is to
deliver social welfare directly to the unemployed, a contract currently held by An Post. The social
welfare contract currently represents 30% of the post office networks revenues although for some
offices this can rise to 60%. The loss of this contract would threaten the short term survival of many
post offices notably those in rural areas to whom financial exclusion is more significant. This might
therefore have the unintended consequence of actually increasing financial exclusion.
For the post office network any opportunity that may accrue from the BPA is significantly
outweighed by the threat that it creates for the post office network, whilst for the financially
excluded this might remove their existing access to financial services that the post office provides
and consequently lead an increase in financial exclusion.
3.4. Wider postal sector context

There are a number of industry specific developments that have occurred in recent years which also
contribute to the overall context in which post offices are operating. The postal industry has gone
through a period of significant change with product substitution in particular having a significant
impact on the industry. This substitution has come in the form of technology related products such
as email, e-statements and other similar electronic products which has led to a decline in the
traditional revenue base of postal products (mail, parcels and stamps).
Deregulation, as mentioned previously, has led to the entry of a number of global postal operators,
such as DHL and FedEx. In addition to these large companies, recent years has seen the emergence
of an increased number of private companies who have targeted the more profitable lines of local
business. This increased competition has added to the downward pressure on traditional postal
related revenue bases resulting in an erosion of margins.
The above developments are reflected in An Post’s latest available financial data, for the year ended
31 December 2011. As can be seen from the data, revenues have fallen from €876 million in 2007 to
€806.7 million in 2011; representing a decline of 8% in five years. More concerning is the decline in
margins and profitability, which has been forced on the company due to the increased pressure from
competitors. It is important to note that there was a once off restructuring cost in 2010 of €20
million which has gone directly to the operating profit line. ..
Figure 3.4 – An Post Turnover 2007 - 2011

Figure 3.5 – An Post Gross margins 2007 - 2011
Group Turnover An Post Gross Margin
(Source: An Post Annual Reports) (Source: An Post Annual Report )
873,000
880,000 4% 4%
3%
860,000 850,043
3%
840,000
820,000 804,216 805,120 806,714 2%
800,000 1% 1%
1%
780,000 0%
760,000 0%
2007 2008 2009 2010 2011 2007 2008 2009 2010 2011

IPU report on the review of potential service contracts 25
Figure 3.6– An Post Profit/ (Loss) 2007 – 2011

(Loss)/Profit for financial Year
60,000
43,335
40,000 33,215
20,000
347
0
(20,000) 2007 2008 2009 2010 2011

(24,682)
(40,000) (29,065)
This decline in revenues has led to a reduction in the number of post offices in the network and
increasing questions being asked about the financial viability of certain post offices. Since 2006, 205
post offices have closed and this number is expected to continue. In 2009, the Chief Executive of An
Post, Donal Connell, stated that “there have been closures through the years and that will continue”6.
The majority of these closures have occurred in rural areas that have a high dependence on these
post offices. In many cases, when the Postmaster or Postmistress dies, a replacement Postmaster is
not appointed. This decline in the number of post office is illustrated in the below graph.
Figure 3.7 – The Post office network - 2007 - 2011

Post Office Network
(Source: An Post)
1,400
1,361
1,286
1,300 1,248 1,236
1,200 1,164 1,156
1,100
1,000
2006 2007 2008 2009 2010 2011
3.4.1 International postal industry

The wider international postal industry has had a similar experience to that of Ireland, with a decline
in traditional revenue bases and the closure of a number of post offices. The below graph (figure
3.8) highlights the trend in relation to mail volumes and mixes since 1980, with forecasted figures up
to 2020.
Figure 3.8 – UPS Mail volumes and mix

USPS Mail Volume and Mix
(Source: USPS annual report 2010)
250
Volume (Billions)
150
50
-50 1980 1990 2000 2010 2020
1st Class Mail Standard Mail All other
6 The Irish Independent – 26th February 2009

While the declines in traditional revenue streams have been significant, “postal organisations that
have tightly managed their costs, diversified their product offerings and embraced the opportunities
that have arisen from technology continue to perform regardless of market conditions”7.
Figure 3.9 below shows the international trends and comparisons of services provided.
Figure 3.9 – International diversification by postal operators
Taking into account the economic status of the postal industry along with the industry dynamics and
trends, four key success factors have been identified for both individual post offices and other
postal providers. These are:
 diversification;
 leveraging of new technologies;
 customer centric approach; and
 cost control.
3.4.2 UK postal industry

Over the past decade the UK postal industry has gone through a significant change programme, in
which the number of post offices fell from 17,846 to 11,905. This fall in post offices, which was the
result of two closure programmes, coincided with a shift in revenues from government services. The
range of financial services is continuing to widen with the post office providing a range of banking
services. The post office relies on the Bank of Ireland for its banking licence granted by the
Financial Services Authority which allows it to take deposits. The post office network is currently
subsidised by the UK Government which provided a subsidy of €180 million in 2011 to support the
network and take into account its social important to the community.
7 Accenture – Achieving high performance in the postal industry (2010)

3.5. Conclusion: opportunities and threats

From our analysis of the strategic context, it is clear that there are a number of opportunities and
threats within the postal industry that will have significant implications for the post office network.
A PESTEL analysis outlining these findings in more detail is included in Appendix 7.
Table 3.1 provides a summary of the key opportunities and threats:
Table 3.1 – Opportunities and threats

Opportunities Threats
 Local Government restructuring;  Loss of social welfare contract (29% of
 Additional Government charges (e.g. business);
Household Charge);  Basic Payment Account;
 Capability and infrastructure - ability to extend  Deregulation and increased competition from
business; international postal operators;
 Increased community interaction;  Shrinking mail volumes and falling postal
 Technology related solutions – tracking, revenues;
digital displays, phone applications etc.;  Substitutes (email, online banking, paying bills
 Banks are under cost pressure and are seeking online);
alternative solutions;  Large retailers;
 Capacity; and  Cost pressures (e.g. insurance, security);
 Basic Payment Account.  Weak economy and decreasing disposal
income;
 High dependence on external decisions (
Government, An Post); and

4. Approach and options identification
4.1. Approach to cost benefit analysis

Cost benefit analysis (CBA) is a long-established economics-based methodology used to examine
the merits of a project by comparing the future stream of its costs and benefits to which it gives rise,
with both of these valued in monetary terms.
Critical features of CBA are:

 that it takes a broad economic and societal perspective, rather than an organisational
perspective;
 that it attempts to place a value on all costs and benefits;
 that benefits include all socio-economic ones, not narrowly defined financial or economic ones
only; and
 it includes costs and benefits not normally captured within conventional financial appraisals.
The requirements of a CBA typically include:
i. identification of the strategic rationale given developments in the sector;

ii. specifying project counterfactual (“do nothing”) and project alternatives/options;
iii. specifying and quantifying all direct benefits;
iv. specifying and quantifying all direct costs;
v. specifying and quantifying all indirect costs and benefits;
vi. specifying and quantifying all tax benefits;
vii. a cost benefit analysis of alternative options;
viii. estimating Net Present Value, Benefit Cost Ratio;
ix. consider qualitative factors including social, environmental and other factors.;
x. identifying assumptions;
xi. identifying constraints;
xii. identifying and assessing risks; and
xiii. undertaking sensitivity analyses.
The set of working rules to conduct a cost benefit appraisal is summarised as follows:
Table 4.1 - Cost benefit analysis working rules

Working rules on selected issues for cost-benefit appraisal of postal service projects
Direct The principle benefits that need to be quantified for evaluation of potential service
contracts include:
benefits
o The economic benefits to An Post and the post office network, including:
 operating income

Working rules on selected issues for cost-benefit appraisal of postal service projects
o The economic benefits the Government/third party, including
 staff savings
The dis-benefits of staying with the current option.
Direct Costs Direct current and capital costs should be considered in the standard manner for a
capital project and there are no specific unique issues for this project. The costs to
An Post and the post office network, including:
 IT costs;
 staff costs;
 postage costs;
 relocations costs; and
 service charges.
Indirect The view was taken that indirect benefits are of vital importance to this project, and
Benefits as such should be included in the cost benefit analysis. The rationale behind this is
that the key supplier is the Government and indirect benefits will play a critical role
in any decision made.
Indirect There are no specific issues in relation to indirect costs that ought to be considered.
Costs
Demand An assessment of demand projections for potential revenues should be prepared,
Projections and these should be reviewed over a 5 year period, which is based on the current
social welfare contract with the Department of Social Protection.
Inflation The general approach to inflation is to express all costs and benefits in present value
terms and to apply a real discount rate This is the approach used.
Timeframe A 5-year timeframe for the appraisal of Government contracts is recommended.
Discount Based on Government guidelines, we recommend that a 4% rate be used which has
Rate been incorporated into our calculations.
Qualitative In the context of the postal sector, there are certain qualitative impacts which need
to be considered such as:
Factors
 public service focus on front line services;
 sustainability of the post office network;
 social importance of the post office network;
 benefits of post office network to businesses;
 financial inclusion; and
 access to transport.
These factors are included in section 7 – non-quantifiable benefits.
Our overall approach has been to take existing guidelines and requirements as the starting point in
the CBA, and to depart from their principles and recommendations only:
 where a justifiable case exists to do so;
 where no reference is made in existing guidelines to factors pertinent to this specific project
and its appraisal;
 where we undertake or identify relevant research or precedent evidence that would
challenge the suitability and comprehensiveness of existing guidance or assist in the
production of a more logical and rounded appraisal generally; and
 where we feel the existing IPU proposals may not fully capture all potential benefits, and in
consequence underestimate them relative to costs.

4.2. Rationale for additional service contracts

From the conclusions of our strategic context, it is clear that there are a number of potential threats
to the post office network. Significantly there are declining revenues from the traditional revenue
base of postal service. This has been supplemented by the provision of social welfare to the public.
The loss of the social welfare would have a significant impact on the post office network and could
result in the closure of many post offices across the country. This would have social implications
impacting on many local communities and leaving the most vulnerable in society at a disadvantage
both from a quantative and qualitative perspective.
The decline in traditional postal revenues and the dependence on the social welfare contract has led
Postmasters to build on the An Post strategy of diversification and explore additional service
contracts for delivery through the post office network.
In identifying potential service contracts, it is critical that potential benefits are viewed from both
the provider’s (the post offices and An Post) and the supplier’s perspectives. The key criterion for
selection is that the service is mutually beneficial for both parties. The services that have been
identified for review are:
 motor taxation;
 Local authority charges (Water and waste charges);and
4.3. Outline of options

4.3.1 Motor taxation
Motor Tax is an annual duty payable to the Government on motor vehicles that are used in public
places. The tax rate varies as the rates are based on the vehicles carbon dioxide emissions. Currently
payment of Motor Tax is made through one of three different channels:
1. online through www.motortax.ie;

2. over the counter (“OTC”) at the Motor Tax office of your local authority; or
3. via a postal application.
There are currently 52 Government front counters available in Ireland for the payment of motor
tax. These consist of 29 motor tax authorities and 23 associated sub offices. In 2009, there was 5.1
million motor tax transactions of which 2.6 million (53%) were dealt with over the counter. Motor
tax receipts amounted to €1,055 million in 2008 with €670 million collected at motor tax offices and
€385 million collected online. Figure 4.2 below sets out the current motor tax payments process.

Figure 4.2 –Motor tax payment process
Motor Tax Form RF100(a)

sent to eligible customers
from VRU with a unique PIN
Customer
OTC - Post Office MTO - Postal www.motortax.ie MTO - Counter
MTO - Back Office
Customer
The Croke Park Agreement action plan for Local Government notes that rationalisation is required
within the Motor Taxation offices, including within and between local authorities and alternative
means of service delivery.
In the Local Government Efficiency Review published in 2011, a handling fee of €10 was proposed
on OTC transactions to encourage take-up of online motor tax service and reflect the significant
administrative costs of manually processing motor tax payments.
Despite the intended extension of on-line payments, there will remain a portion of the population
that will require a physical location at which to make the payment. For this reason it is proposed
that the post office network could facilitate this Government rationalisation and provide a proven
and cost effective method to supplement or even replace the OTC service that is provided for by
the local authorities for motor tax renewals. The current proposal is limited to motor tax renewals
due to the increased complexity involved in new motor tax applications. It is considered that this
would add complexity to the transaction and would make the project less cost efficient to develop
and implement.
The post office network could easily facilitate payments to be made using cash, cheque, debit card
or credit card. This could greatly reduce the administrative costs associated with the processing of
motor tax transactions and enable Local Government to continue its reduction in staffing levels.
Figure 4.3 on the following page sets out a proposed process for processing motor tax renewal
applications in the post office network.

Figure 4.3 – Motor Tax: proposed process map
4.3.2 Banking
Currently post offices throughout Ireland work in conjunction with Allied Irish Bank (“AIB”) and
National Irish Bank (“NIB”) to offer banking services to their customers. This strategic alliance
enables AIB customers to avail of a limited number of key services including the lodgement,
withdrawals and payment of credit cards.
It is likely that a large scale rationalisation of the banking sector in Ireland will occur in 2012, with a
reduction in staff and a number of rural branch closures. AIB have announced that they expect to
have 2,000 redundancies, while the General Secretary of the Irish Bank Officials association has
indicated that they have reached “an agreement with Bank of Ireland in relation to restructuring”8
Traditionally branch banking in rural areas have incurred significantly higher overheads than in
urban branches. This puts many rural bank branches at a higher risk of closure as a result of any
restructuring.
To avoid these potential issues, it is proposed to extend the banking services currently provided
through the post office network. This proposal would provide significant synergies to post offices,
banks and the local communities.
The post office network currently offers banking services on behalf of AIB and NIB, which leaves
Bank of Ireland, permanent TSB, KBC and Ulster Bank as the target banks.
Basic Payment Account

In addition to the commercial banks, the Government has proposed the introduction of a Basic
Payment Account (“BPA”) which as already mentioned, has the stated aim of increasing financial
inclusion and facilitating the payment of social welfare. There is scope for the post office to
undertake a front office role in the provision and servicing of this account, which would have a
greater reach than any other banking network. One potential issue with a BPA is that the
Government has stated that there is no intention to have any fees or charges on the account; this
raises the issue of who will pay. It is important to note that it is unlikely that revenues from the BPA
would compensate for the loss in the social welfare contract.
8 The Irish Times 11 February 2011 – State seeks redundancy options for bank staff

4.3.3 Household charges

The household charge is a new self-declared property tax that was introduced by the Local
Government (Household Charge) Act in 2011 and came into effect from 1 January 2012. The
household charge is a compulsory tax targeting all owners of residential property in Ireland. The
charge of €100, as of January 2012, is seen as a temporary measure until a more permanent property
tax that will require a comprehensive property valuation system can be introduced.
Registration and payment of the household charge can at present be done online, by post or
through the local council office. Figure 4.4 below set out the various delivery channels currently in
place.
Figure 4.4 – Household charges existing delivery channels
In order to facilitate the payment of the household charge and improve the ease of access, it is
suggested that the Government could extend the payment options to enable people to pay through
their local post office. From a financial perspective this would increase the likelihood of collection,
reduce administrative costs and decrease the costs of enforcement. In addition, this increased ease
of access would have significant social benefits for many communities. For example, it would
provide assistance to the vulnerable members of society who do not have access to the internet, and
are forced to travel as they do not live in close proximity to a county council. Figure 4.5 sets out the
addition of the post office network as a potential delivery channel.
Figure 4.5 – Household charge proposed delivery channels
4.3.4 Local authority payments

As previously stated, local authority finances remain under extreme pressure despite a number of
cost cutting measures over the last number of years. Contributions from the Exchequer are
expected to fall and local authorities will be responsible for recovering a greater contribution directly
from the community. This has led to the introduction of a number of new charges such as the waste
charge, the septic tank charge and the proposed private water charge. At present only commercial
operations pay for water but this is expected to be extended to domestic residences.

One potential issue with broadening the revenue base is that the local authorities will be responsible
for recovering this money from the users of the new services. This will create an additional
administrative burden on Local Government which is already struggling to cope. Performance in
collections has been declining due to the general economic conditions and reductions in staffing
levels. This is illustrated by the reduction in the collection rates for commercial water and rates
which have fallen from an average of 90% to 79% in 2010.
To assist with this collection of local authority monies, it is proposed that Local Government could
avail of the existing network of post offices and their staff to facilitate these collections. The post
office has a flexible system which already links with most of Ireland’s local authorities for
settlements of rent, waste charges and other payments. This linkage could be further exploited to
capture additional local authority payments such as:
 water charges;
 commercial rates and charges; and
 septic tank charges
By providing a central point to pay multiple charges in a convenient location, Local Government
could build upon its existing relationship with the post office network, to reduce administrative
costs, facilitate collection and focus recovering on uncollected monies.
4.3.5 Hospital charges

According to the Department of Health and Childcare in December 2011, the State is owed €270
million in outstanding debts with patient debtors amounting to €96.5 million. These charges relate
to private and semi-private patient accommodation, in-patients accommodation, out-patients
services, emergency department services and treatment for those involved in road traffic accidents.
A recent media report suggested that the HSE spent €2.4 million hiring debt collection agencies to
chase former patients for unpaid bills.9. The main aim of the HSE is to grow collection and billing
by €100 million. To achieve this the Department has outlined a number of recommendations in the
comprehensive review of expenditure published in September 2011, including:
i. technological solutions;
ii. increased monitoring;
iii. budgetary incentives; and
iv. decoupling of private fees and accommodation fees.
In support of this, it is proposed that the post office network would extend its billpay system to
include hospital charges for patients. This would align with the HSE strategies above and would
improve the collection methodology, collection rate, minimising the aging of debt, reducing working
capital requirements and decreasing overall bad debt write offs.
Increasingly customers are looking to simplify the process of paying their bills and managing their
finances. With increasing pressure on household budgets, many customers are finding it difficult to
track all of their costs. Billpay simplifies this process and allows customers a more efficient method
of dealing with all their bills/debts together. There is also a significant correlation of billpay with
9 Irish Examiner 11 April 2011

social welfare payments. This means that if the option to pay hospital charges was available on
billpay, it would potentially be in the mind of the customer/patient when they receive their social
welfare payment.
4.3.6 Other potential services

For the purposes of this report we have focused upon those potential services that have been
considered to offer the greatest opportunity for the post office network. However it is important to
note that there are additional services that could easily be incorporated into the post office such as
value added social welfare services and SME payments. These services have been deemed out of
scope for this report; however it would be remiss not to give a brief description of these potential
opportunities.
Value added social welfare

Social welfare is a key contract for An Post and the post office network. Social welfare costs the
Exchequer €19.797 billion which equated to approximately 40% of gross Government expenditure.
As highlighted already, social welfare fraud is difficult to measure, however the Department of
Social Protection estimates that the level of fraud and error in the social welfare system ranges
between 2.4% and 4.4%, while international comparisons range from 2-5%. These estimates would
put welfare fraud at anywhere between €400m and €1 billion.
Figure 4.6 – Estimated welfare fraud

Estimated Welfare Fraud
1,200
1,000
800
(€m)
600
400
200
-
2% 3% 4% 5%
% Fraud
The Irish post office network believes that it has assisted in keeping welfare fraud down. The
personal relationship and knowledge of customers is also believed to deter fraud. For this reason, it
is suggested that the social welfare contract be extended to include additional services such as:
 signing on at the local post office, and
 the use of electronic signatures to match against original.
It is important to recognise that the potential introduction of the BPA that is outlined in the public
sector context, section 3.3, could have significant adverse implications from a fraud perspective.
Increased anonymity would also make perpetrating fraud easier and could lead to any cost savings
being eroded, while threatening the long term stability of the post office network.

SME Payments
Tax is a considerable overhead cost that needs to be tightly managed and controlled by all
businesses. Currently tax is paid on an annual basis to the revenue, this annual charge can result in
large “tax bills” that have built up over the year. The subsequent liability can often lead to cash-flow
and working capital issues that can threaten the survival of many SMEs. These cash flow issues and
late payments and interest charges can be damaging to the SME.
It is proposed that the post office network could facilitate the early collection of tax liabilities
through the bill pay system. The suggestion is that SMEs could pay for these liabilities in smaller
instalments on a more regular basis through the course of the year to avoid a large tax bill at the end
of the year.
The following graph illustrates a proposed process for SME collections:
Figure 4.7 – Proposed SME post office payments

5. Cost benefit analysis
5.1 Demand assumptions

Central to estimating the benefits of the project is understanding demand for the potential
additional services that could be supplied by the post office network. As set out in the strategic case
previously the preferred methodology calls for an evaluation of both social and economic benefits
and costs arising from the provision of additional services to the post office network.
Therefore, the cost benefit analysis (“CBA”) considers:
1. quantifiable benefits and costs: the direct and indirect effects of the proposed new services to
which a monetary impact can be attached; and
2. qualitative benefits and costs: the effects of the sustainability of the post office relevant to
stakeholders but to which reliable values derived from observed market prices cannot be
attached.
The key assumptions made in developing out cost benefit model are documented below. The
approach has been to focus on cash flows by examining sources of income, staff savings,
development costs and transactions charges such as postage and bank charges.
Qualitative factors to which a financial value cannot be attached (e.g. social importance to
community, local businesses, and information exchange) are outlined in section 7, with reference to
academic studies where appropriate. A full listing of the assumptions made is outlined in Appendix
6.
5.1.1 Motor tax demand assumption

In 2009, there were 5.1 million motor tax transactions of which 2.6 million (53%) were dealt with
over the counter. Motor tax receipts amounted to €1,055 million in 2008 with €670 million collected
at motor tax offices and €385 million collected online.
In the ideal scenario for the post office network the local authorities would take a big bang approach
and transfer 100% of motor tax transactions to the post offices. Based on the current demand for
OTC motor taxation this could result in a transfer of 2.6m transactions.
This scenario is unlikely however and a phased roll out would be more feasible for the local
authorities. This phased approach would likely include a test period in the first year. For the
purposes of this report it is estimated that this will be 20% of potential transactions. The projections
foresee a steady increase in the number of transactions that are serviced through the post offices as
the local authorities reallocate staff. Below is our estimate of the demand for OTC motor tax

transactions that could be processed through the network. We have used the rate of €2 per
transaction as a basis for estimating revenue. Unit staff costs were €4.72 in 2008 and we have taken
a point less than half of this due to the fact that a centralised shared services centre will still have to
process and send out the motor tax certificate. There may be scope to increase this price.
Table 5.1 – Motor taxation demand

Year 1 Year 2 Year 3 Year 4 Year 5
Assumed uptake 20% 40% 60% 80% 90%
Transactions 680,000 1,360,000 2,040,000 2,720,000 3,060,000
Under the above scenario, we have assumed no growth or decline in the 2009 numbers.
5.1.2 Banking demand assumptions

As outlined in the our initial identification of the options in section 4, the Irish post office network
currently offers a wide range of banking services for NIB and AIB. To estimate the potential
demand for new services, we have used existing revenues and pricing to forecast additional
potential. The below pie chart indicates that the post office network earned €6 million from banking
last year and this is continuing to grow. This revenue represents 3% of total revenues.
Figure 5.2 – Retail revenue by type
Retail Revenue (€ m)
(Source: An Post)
Banking
20 13 9 6 7
61 Other
37 DSP
NTMA
59
Mails
Table 5.2 – Banking demand assumptions - Net interest income

AIB NIB Ulster Bank BoI Total
€’m €’ m €’ m €’ m €’ m
2010 Net Interest Income (ROI) 790 143 1,010 780 2,723
If current retail revenue from AIB and NIB results in €6 million in revenues, we have estimated that
additional revenues could amount to an additional €12 million if extended to Ulster Bank and Bank
of Ireland. This figure is based on the existing branch numbers. However if more branches were
closed this number could be significantly increased as the demand for banking through post offices
would be increased. To be prudent, however in our assumptions we have not included this in our
calculations.
5.1.3 Household charge demand assumptions

For household charges demand we have used current Government projections which indicate that
they are expecting to receive €100 from an estimated 1.8 million householder’s in the State,
potentially raising €180 million in revenue in 2012. If we take the assumption that the uptake of on-
site processing of the household charge will be similar to what has occurred in motor tax revenues
(49%), this would suggest that there is a potential demand for physical payment and processing of
€88.2 million in charges.

Similar to the above banking demand assumptions, it is likely that a phased roll-out would be
applied. The major difference however is that the household charge is a new charge. For this reason
we believe this service could be rolled out at a faster speed. Based on this rationale and using the
average billpay transaction (€1) as a basis for pricing we have made the following demand
assumptions:
Table 5.3 - Household charges demand
Assumed uptake 60% 65% 70% 85% 90%
Estimated Demand 529,200 573,300 617,400 749,700 793,800
5.1.4 Local authority demand assumptions

In 2009, the Commission on Taxation proposed the reintroduction of domestic water charges and
estimated that this could potentially raise €450 million in revenues for local authorities. It appears
reasonable that these numbers can be used to estimate demand for water and waste charges. Our
research on household charges indicates that there are currently 1.8 million households in Ireland.
Again, the demand for over the counter transactions could also be forecast at 49%. We have used
the average cost of billpay as a basis for pricing due to the similarity in service
Hospital demand assumptions

Total patient receipts in 2010 amounted to €462 million with €270 million remaining outstanding.
The majority of this relates to amounts owed by health insurance companies; however some €96.5
million is owed by patients. While demand is more difficult to estimate for uptake of hospital
charges, for the purposes of this exercise we have assumed a proportion of bills paid through billpay
as an estimate of payments for hospital charges. We have again used the average cost of billpay (€1)
as a basis for pricing due to the similarity in service
Table 5.4 – Acute patient income

Patient Income 2010
Income Debt
€’m €’m
Private Charges 382 162
Inpatient Charges 40 30
Emergency Department 17 13
Road Traffic Charges 11 59
Other 23 7
462 271
Hospital Charges 2010
Emergency Department 100
Inpatient Charges 75 Per day
(Source HSE efficiency review 2011)
In the absence of any clear driver for the uptake of hospital charges through the post office
network, we have used judgement to estimate potential demand. 20% appears to be a prudent
estimate for potential demand.
Table 5.5 – Hospital changes demand

Total Transaction 496,478 620,597 775,746 969,683 1,212,104
Uptake 8% 10% 13% 16% 20%

6. Outcomes
6.1 Comparison of contracts

For the purpose of this exercise we have prepared three separate cost benefit analyses. The rationale
behind this is that it was deemed appropriate to consider the costs and benefits from both the
perspectives of An Post and the IPU but also the third party who will grant the contract. As such,
we examined each service from the following three perspectives:
Individual Cost
Combined Total
Benefits
Each contract Detail summary of all Total costs
detailing the list of costs and benefits and benefits
costs and benefits by contract
over a 5 year contract
At an overall level, table 6.1 below summarises the outcome of the cost benefit analysis:
Table 6.1: Summary results of the cost benefit comparison (over a defined five year period)
NPV of
CB NPV NPV Additional
Ratio Benefit Cost Benefit
€, 000 €, 000 €, 000
Potential Service Offerings
1 Motor taxation 3.09 89,581 (28,946) 60,635
2 Banking Transactions 1.76 17,931 (10,166) 7,765
3 Household charges 2.68 13,062 (4,879) 8,183
4 Local authority payments 3.50 81,849 (23,361) 58,488
5 Hospital charges 2.11 16,308 (7,736) 8,572

Total 218,731 (75,088) 143,643
The table shows that on a combined basis, all the contracts have a positive NPV and CB (“cost
benefit") ratio (i.e. greater than 1).
Motor Tax and Local Authority payments are the most attractive options available with a CB ratio
of 3.09 and 3.50 respectively. This represents a total net benefit of €60.6 million for motor tax and
€58.4 million for Local Authority payments. A more detailed breakdown of the actual costs and

benefits that make up the above figures and the split between the IPU/An Post and the third party
is included in table 6.2 below
Table 6.2 – Summary results for all contracts
COMBINED
Benefits
Operating Income 54,548,143 19,720,000 7,027,736 3,263,400 4,074,607 20,462,400
Staff Savings 172,931,951 73,444,235 11,619,933 10,320,570 12,886,030 64,661,184
Total Benefits 227,480,094 93,164,235 18,647,669 13,583,970 16,960,637 85,123,584
Costs
IPU/An Post Service charge 54,548,143 19,720,000 7,027,736 3,263,400 4,074,607 20,462,400
IT Costs 287,179 121,667 75,513 31,282 27,436 31,282
Staff costs 2,548,341 1,254,161 446,953 83,019 259,139 505,069
Bank Charges 4,504,355 1,183,200 391,608 474,059 2,455,488
Postage Costs 5,610,000 5,610,000 0 0 0
Total Costs 67,498,018 27,889,028 7,550,202 3,769,309 4,835,241 23,454,239
PV Benefits 218,730,860 89,580,995 17,930,451 13,061,509 16,308,305 81,849,600

PV Costs 75,087,768 28,946,196 10,165,794 4,878,808 7,735,845 23,361,125
Additional Benefit 143,643,092 60,634,799 7,764,657 8,182,701 8,572,460 58,488,475
CB Ratio 3.09 1.76 2.68 2.11 3.50
Split Household Hospital Local
IPU / An Post NPV 35,206,738 14,371,112 3,349,083 1,396,961 99,939 15,989,644
Third Party NPV 108,436,354 46,263,687 4,415,575 6,785,740 8,472,522 42,498,831
Total additional benefits 143,643,092 60,634,799 7,764,657 8,182,701 8,572,460 58,488,475
6.1.1 IPU/An Post cost benefit summary of review

From the IPU/An Post perspective it is clear that Motor Tax and local authority payments offers
the greatest potential benefits (see table 6.3 below). The cost benefit ratio of 3.50 for local authority
payments and 3.09 for motor taxation which are very high and indicates that these would be
extremely attractive propositions for the post office network. The main driver of this benefit is the
income available, which is based upon existing OTC motor tax transactions, as outlined in our
demand assumptions in section 5.1. The full calculation for each of these contracts can be found in
Appendices 1-5. In addition to Motor Tax the other options also give positive NPV’s, which
indicates that all contracts should be considered.
Table 6.3 – IPU and An Post summary

IPU & AN POST ONLY
Benefits Operating Income 54,548,143 19,720,000 7,027,736 3,263,400 4,074,607 20,462,400
Total Benefits - Motor Taxation 54,548,143 19,720,000 7,027,736 3,263,400 4,074,607 20,462,400
Costs IT Costs 287,179 121,667 75,513 31,282 27,436 31,282
Bank Charges 2,548,341 1,254,161 446,953 83,019 259,139 505,069
Staff Costs 4,504,355 1,183,200 0 391,608 474,059 2,455,488
Total costs - Motor Taxation 7,339,875 2,559,028 522,466 505,909 760,633 2,991,839
PV Benefits 52,450,138 18,961,538 6,757,438 3,137,885 3,917,892 19,675,385

PV Costs 17,243,399 4,590,426 3,408,355 1,740,924 3,817,953 3,685,740
NPV, Benefit/Cost ratio 35,206,738 14,371,112 3,349,083 1,396,961 99,939 15,989,644
CB Ratio 4.13 1.98 1.80 2.11 5.34

To put some context on the above figures, it is necessary to view these contracts against existing
revenues. From table 6.4, we can see that the potential revenue from all the proposed contracts
would amount to an additional 8% of revenues, but this would not replace the loss of the social
welfare contract (assuming that all contracts were won). This highlights the challenging environment
the post office network is operating in and the importance of continuing to diversify and pursuing
additional contracts.
Table 6.4 – Existing vs. potential revenues10

Service €'m %
Total Current revenues 212.00 100%
Potential Motor Tax 6.12 3%
Potential banking 1.69 1%
Potential household charge 0.79 0%
Potential hospital charge 1.21 1%
Potential Local Authority payments 6.35 3%
Total 228.16 108%
Note: Year five of cost benefit analysis used for as basis.
6.1.2 Third party analysis summary

From the third party supplier’s perspective, it is evident that there appears to be an incentive for
them to outsource their services to the post office. This is a positive result for post offices as it
increases the attraction of outsourcing to the post office network. Table 6.5 below shows the strong
positive CB ratios, with the household charge, motor tax and hospital charges having comparatively
high ratios.
Staff savings is the largest driver behind the positive NPV. The staff savings costs have been driven
by current expenditure on OTC transactions in the Motor Tax office, which indicates that the cost
per transaction is €3.16. This is one of the key assumptions in our analysis. A full list of our
assumptions can be found in Appendix 6.
Table 6.5 – Third party cost benefit analysis – summary

THIRD PARTY
Benefits Staff Savings 172,931,951 73,444,235 11,619,933 10,320,570 12,886,030 64,661,184
Costs Relocation Costs 0 0
An Post/IPU Payments 54,548,143 19,720,000 7,027,736 3,263,400 4,074,607 20,462,400
Postage Costs 5,610,000 5,610,000 0 0 0 0
Total costs - Motor Taxation 60,158,143 25,330,000 7,027,736 3,263,400 4,074,607 20,462,400
PV Benefits 166,280,722 70,619,456 11,173,013 9,923,625 12,390,413 62,174,215

PV Costs 57,844,368 24,355,769 6,757,438 3,137,885 3,917,892 19,675,385
NPV, Benefit/Cost ratio 108,436,354 46,263,687 4,415,575 6,785,740 8,472,522 42,498,831
2.90 1.65 3.16 3.16 3.16
10 Potential revenues are taken from year five

7. Non-quantifiable benefits
7.1 Introduction
Although independently owned post offices remain an important strategic state asset and a unique
part of Irish cultural identity. No other entity or organisation possesses the same reach and scope of
services. The post office network plays an important role as a focal point for many communities and
it offers many intangible benefits to local communities in Ireland. The purpose of this section is to
identify these intangible benefits and how they support or otherwise the provision of additional
services by the post office network.
From our analysis of the operating environment and the post office network, it is apparent that
there is a significant threat to the long term sustainability of many post offices and this is evidenced
by the closure of a number of post offices in recent years. The on-going programme of closures in
recent years has had an adverse impact on local communities and is increasing the danger of
isolation to the vulnerable in our society. As the number of closures increases, this could potentially
lead to unforeseen consequences that could adversely affect many areas of the community. It is for
this reason that the continued survival of the post office network cannot be seen as just a financial
one, but also one of societal importance.
To help understand the importance of the local post office to the community and recognise the
economic and social realities facing these communities we held a number of consultations as part of
this review with some key stakeholders groups, including:
 St. Vincent de Paul (SVP)
 Age Action Ireland
 Irish National Organisation of the Unemployed (INOU)
 Irish Rural Link (IRL)
 The Irish Wheelchair Association
 Irish Senior Citizens Association
 Irish Farmers Association (IFA)
7.2 Socio-economic benefits

Throughout our consultations, the overall sentiment towards the post office was very positive and
unambiguous in the importance in terms of the role the post office plays in the community. From
the discussions with these groups and our additional research in the area, the following key factors
were highlighted in terms of the social importance of the post office network.

7.2.1 Trust
“There is significant trust in the local post office”11. The perception of trust that the post office
network has created with its users cannot be overstated. For generations the post office has been at
the centre of local communities, and it continues to be, with approximately 72% of adults visiting a
post office at least once a month and 94% of adults visiting every year. Research in the form of an
exit survey conducted by the An Post shows that the broad profile of customers of the post offices
covers all elements of society. The below extract from the exit survey reflects this fact.
Figure 7.1 – An Post exit survey – customer profiles
Post office customer profile (age)
15% 16% 15-24

25-34
20% 22%
35-49
50-64
27%
65+
While few entities have managed to escape negative public reaction to the financial crisis, the post
office has managed to emerge unscathed. In fact many people have returned to the post office
network for financial related transactions as they having lost faith in other institutions.
7.2.2 Traditional postal services and the local shop

In addition to the traditional postal services, for many rural communities the post office acts as the
only local retail outlet. These communities depend on the post office not just for postal services but
for the adjoining retail newsagents that provide many day to day necessities such as bread, milk and
water. During our consultation process, Phil Cooley of Age Action Ireland stated that the post
office “allows us to live”
In recent times, the income from these shops has declined due to increased competition, coupled
with a decline in customer spending. Many of these shops have become increasingly dependent on
the business created by the post office, so if the post office was to close this would have a material
impact on the adjoining shop.
7.2.3 Local business

For local business, the post office plays an important role to facilitate their commercial activities.
Across Ireland, small and medium sized enterprises do a large portion of their daily business with
the post office. Approximately 85% of businesses across Ireland have stated they use the post office
as their main mail provider (illustrated in table 7.2 overleaf). For many of these companies, there is
no option to use another service provider given their location.
11 Marion McKenna –Irish Rural Link

Figure 7.2 – Post office provider’s usage

Post providers used for posting mail
(Source: Millward Brown IMS - Postal Sevice Business Survey
2008)
100% 2% 5%
9%
15%
80%
60%
40% 89% 85%
20%
0%
2007 2008
Post all mail with An Post Use An Post & other service providers
Use other service providers only
7.2.4 Financial inclusion

With access to banking and financial services seen as a pre-condition to participating in a modern
society, there remains a high level of people in Ireland without a bank account. From our
consultations with various community stakeholders it is apparent that there remains a fear and
distrust of using the primary substitute to branch banks i.e. ATMs, by many of the vulnerable in
society. Added to this is that the use of cash is decreasing, with salaries, benefits and utility bills
increasingly being paid online and through local branch network such as the post office. Many see
the post office as a useful service to manage a tight budget.
By increasing the level of banking services through the post office network, large cost savings could
be achieved for the banking sector and the State. Currently the post office offers the facility for
customers to access funds not just from post office accounts but also from AIB and NIB accounts.
If any rationalisation of the banking sector is to occur, it will be necessary to provide a substitution
for communities under threat. The post office is a key strategic resource at the disposal of the State,
one that provides a nationwide network of branches that have a proven ability to provide these
services.
7.2.5 Access to transport

Another important factor when considering the socio-economic implications of post office closures
is the access to available transport. For those members of the community without access to public
transport, the challenge and cost of travelling to local authorities and other Government offices can
be considerable.
To avoid issues such as lack of transport and convenience these services are often provided online,
however in many cases those concerned would also not have access to the internet or broadband.
This is a clear socio-economic inequality, and one that must be considered in the overall context of
falling numbers of local post offices.
7.2.6 Social Inclusion

Finally for many people, the post office is the main point of contact to the wider community, and it
acts as an important conduit for information flows. This is especially important in times of national
emergencies, when the post offices facilitated the Government with issues such as the foot and
mouth epidemic in 2001, distribution of Millennium candles in 2000 or distribution of iodine when

there was a threat from Cellefield Nuclear Power Plant in the UK and more recently the distribution
of household charge forms.
In addition the knowledge that Postmasters have of the routines of the elderly, has served as an
effective early warning system to identify potential issues that may require attention. In many
communities this has enabled help to be received by those that require it which has helped to save
lives. While it is difficult to put a monetary value on these services, the post office remains an
important part of the community.
7.3 Case Study – the UK post office

In 2007, the UK Government closed nearly 2,500 post offices and replaced them with outreach
services. The main goal of this programme of closures was to make the post office network more
economically sustainable. The closures had significant implications for consumers in rural areas in
the UK that were highly dependent on the services that were provided by the post offices. As a
result of this, a report was prepared on the effects of the closures, using Devon as a case study.
The report highlighted the critical importance of the post office to local stakeholders and consumers
in terms of impact with some communities coping better than others. In these cases local authorities
recognised the importance of many of the services that the post office provided and stepped in to
support these services. Other communities however did not cope as well which led to isolation in
those cases. One of the core issues was funding for the local authorities involved, and one of the key
lessons from the UK experience is that continued closures in Ireland will require direct support and
increased funding from the local authorities in the areas where post office closures occur. Given the
high level of austerity measures being implemented in Local Government this support is unlikely.
Conclusions
According to the Government it is “committed to implementing a strategy for rural development on
the basis of an inclusive approach to sustainable development, the integration of policies, a regional
dimension and partnership with the rural community”12.
To ensure that this strategy is met, it is important that the Government remains focused on the
continued sustainability of the post office network. The post office network plays a vital role in local
communities and rural development, a role that cannot be overlooked. It is not simply a group of
commercial entities but a social centre for many diverse services and has an important role to play in
the future of the State.
It is clear that the post office network is in decline and many of the services it provides will not be
easily replaced. There is a significant concern by community stakeholders about the decline in the
number of rural post offices and the impact this may have on their members. Intangible assets such
as trust and goodwill which have been fostered over a number of years needs to be considered when
assessing the benefits of the network, as it will take a long time to rebuild.
It is important that there is an awareness of the cost to communities and to the Government of
replacing such a network. Any decisions can therefore be made with a full understanding of the
potential impact the loss of the post office network would have on the community and any
inequalities that this may create.
12 http://www.environ.ie/en/

8. Risk assessment
8.1 Risk Areas

There are two key risk areas associated with this project, namely strategic risk and operational risk.
Strategic risk falls into two categories; the risk of inaction, i.e. doing nothing and the risk of
implementation. Operational risk covers the consequences of either the projected costs being higher
than planned or the benefits being less than projected.
Each of these is addressed below.
8.2 Strategic risk – Do nothing

From the analysis of the post office network and the postal industry, it is clear that the industry is in
decline with falling revenues from traditional postal services. Added to this is the significant threat
that the welfare contract with the Department for Social Protection is under threat, which would
result in an immediate reduction in revenues of at around 30%. This figure is likely to be
significantly larger, given the high degree of correlation between services such as Bill Pay and the
social welfare contract.
For these reasons the risk of doing nothing is significant. However the results are difficult to
quantify. In purely commercial terms, it will result in the rapid closure of a large portion of rural
post offices, which would greatly diminish the strength and competitive advantage of the post office
network, its size and reach into all areas across the county. However it is the social risk and the
associated costs that are greater and more difficult to quantify.
8.3 Implementation risk

The key risk associated with implementation of the various contracts are:
- Relocation/Redundancy: Adverse public perception of the post office network due to

redundancies or relocations. Some sections of the public could see this as the post office taking
their jobs.
- Over-capacity: As we have seen in our section on capacity some post offices consider that they
do not have additional capacity. The addition of extra service could therefore lead to overly
long queues in certain post offices unless capacity is increased. It is important to note that this
risk is subject to the retention the social welfare contract.

- Consistency of product offering: From our review of the existing product offerings, it is
apparent that all post offices do not offer the same suite of services. If these new services were
introduced to certain post offices only this could lead to a negative reaction by customers in the
post offices that do not provide the new service.
- Training: It is important that adequate training occurs for any new product offering. It has been
noted that sometimes the training received can be delayed, which could lead to negative
customer perception.
8.4 Risks to projected benefits

The key economic benefits to the IPU arising from the proposed contracts is the long term
sustainability of the post office network through increased revenues and decreased reliance on the
social welfare contract.
The main risk to this benefit is that none of the contracts will be awarded to the post office
network. Each contract is politically sensitive and this dependence on political factors could result in
the contracts being difficult to win. Previous attempts have been made to win some of these
contracts by An Post (notably Motor Taxation) without success. For this reason the likelihood of
failing to win new contracts is high but unfortunately remains difficult to alleviate. Only by creating
awareness of the fragility of the post office network to policy makers of the economic and the social
importance of the post office network can this risk be mitigated.
8.5 Risk to projected costs

The launch of any new contracts can take time to rollout. The integration of systems can often be
more complex than anticipated which can lead to delays resulting in higher costs and reduced
revenues. One recent example of this was the introduction of Gardaí fines, which was much more
difficult than originally planned due to the complexity of sister systems.
An Post has substantial experience of managing projects of a scale similar to the proposed contracts
and with the proper project management, the risk of overruns should be reduced. By approaching
the project on a phased basis, and not attempting to rollout multiple products at the same time, the
systems and staff of An Post should be capable of providing these proposed contracts.

Appendices

Appendix 1 - Motor tax cost benefit
Year ending 31 December 2012 2012 2013 2014 2015 2016

Apx TOTAL Year 1 Year 2 Year 3 Year 4 Year 5
COMBINED
Benefits Operating income b 19,720,000 1,360,000 2,720,000 4,080,000 5,440,000 6,120,000
Staff savings 3 73,444,235 4,896,282 12,240,706 14,688,847 19,585,129 22,033,270
Costs IPU/An Post service charge 4 19,720,000 1,360,000 2,720,000 4,080,000 5,440,000 6,120,000
IT costs 5 121,667 121,667 0 0 0 0
Staff costs 6 3,469,177 660,000 676,500 693,413 710,748 728,517
Bank charges 1,183,200 81,600 163,200 244,800 326,400 367,200
Postage costs 7 5,610,000 374,000 935,000 1,122,000 1,496,000 1,683,000
PV Benefits 89,580,995 6,015,656 14,385,294 18,046,968 24,062,624 27,070,452

PV Costs 28,946,196 2,497,372 4,321,827 5,904,050 7,666,488 8,556,458
NPV, Benefit/Cost ratio 60,634,799 3.09

IPU & AN POST ONLY
Benefits Operating income 19,720,000 1,360,000 2,720,000 4,080,000 5,440,000 6,120,000
Costs IT costs 121,667 121,667 0 0 0 0

Staff costs 3,469,177 660,000 676,500 693,413 710,748 728,517
Bank charges 1,183,200 81,600 163,200 244,800 326,400 367,200
Total costs - Motor Taxation 4,774,043 863,267 839,700 938,213 1,037,148 1,095,717
PV Benefits 18,961,538 1,307,692 2,615,385 3,923,077 5,230,769 5,884,615

PV Costs 4,590,426 830,064 807,404 902,127 997,258 1,053,574

GOVERNMENT
Benefits Staff savings 73,444,235 4,896,282 12,240,706 14,688,847 19,585,129 22,033,270
Costs
IPU/An Post service charge 19,720,000 1,360,000 2,720,000 4,080,000 5,440,000 6,120,000
Postage costs 5,610,000 374,000 935,000 1,122,000 1,496,000 1,683,000
PV Benefits 70,619,456 4,707,964 11,769,909 14,123,891 18,831,855 21,185,837

PV Costs 24,355,769 1,667,308 3,514,423 5,001,923 6,669,231 7,502,885

Appendix 2 – Banking cost benefit

TOTAL Year 1 Year 2 Year 3 Year 4 Year 5
COMBINED
Staff savings 11,619,933 1,903,316 2,093,647 2,303,012 2,533,313 2,786,645
0
Total Benefits - Banking 18,647,669 3,054,441 3,359,885 3,695,874 4,065,461 4,472,007
Costs IT costs 75,513 75,513
Staff costs 3,469,177 660,000 676,500 693,413 710,748 728,517
Total Costs - Banking 10,572,425 1,886,638 1,942,738 2,086,274 2,242,896 2,413,879
PV Benefits 17,930,451 2,936,963 3,230,659 3,553,725 3,909,097 4,300,007

PV Costs 10,165,794 1,814,075 1,868,017 2,006,033 2,156,631 2,321,038

IPU & AN POST ONLY
Costs IT costs 75,513 75,513 0 0 0 0
Staff costs 3,469,177 660,000 676,500 693,413 710,748 728,517
Total Costs - Banking 3,544,690 735,513 676,500 693,413 710,748 728,517
PV Benefits 6,757,438 1,106,851 1,217,536 1,339,290 1,473,219 1,620,541

PV Costs 3,408,355 707,224 650,481 666,743 683,411 700,497

BANKS
Costs
Total Costs - Banking 7,027,736 1,151,125 1,266,238 1,392,862 1,532,148 1,685,363
PV Benefits 11,173,013 1,830,111 2,013,122 2,214,435 2,435,878 2,679,466

PV Costs 6,757,438 1,106,851 1,217,536 1,339,290 1,473,219 1,620,541

Appendix 3 - Household charge cost benefit

COMBINED
Benefits Operating income 3,263,400 529,200 573,300 617,400 749,700 793,800
Staff savings 10,320,570 1,673,606 1,813,073 1,952,540 2,370,942 2,510,409
0
Total Benefits - Household Charge 13,583,970 2,202,806 2,386,373 2,569,940 3,120,642 3,304,209
Costs IPU/An Post service charge 3,263,400 529,200 573,300 617,400 749,700 793,800
IT costs 31,282 31,282
Staff costs 1,387,671 264,000 270,600 277,365 284,299 291,407
Bank charges 391,608 63,504 68,796 74,088 89,964 95,256
Postage costs 0
Total Costs - Household Charge 5,073,961 887,986 912,696 968,853 1,123,963 1,180,463
PV Benefits 13,061,509 2,118,083 2,294,589 2,471,096 3,000,617 3,177,124

PV Costs 4,878,808 853,833 877,592 931,589 1,080,734 1,135,060

IPU & AN POST ONLY
Benefits Operating income 3,263,400 529,200 573,300 617,400 749,700 793,800
Total Benefits - Household Charge 3,263,400 529,200 573,300 617,400 749,700 793,800
Costs IT costs 31,282 31,282 0 0 0 0
Bank charges 391,608 63,504 68,796 74,088 89,964 95,256
Staff costs 1,387,671 264,000 270,600 277,365 284,299 291,407
Total costs - Household Charge 1,810,561 358,786 339,396 351,453 374,263 386,663
PV Benefits 3,137,885 508,846 551,250 593,654 720,865 763,269

PV Costs 1,740,924 344,987 326,342 337,936 359,868 371,791

GOVERNMENT
Total Benefits - Household Charge 10,320,570 1,673,606 1,813,073 1,952,540 2,370,942 2,510,409
Costs
IPU/An Post service charge 3,263,400 529,200 573,300 617,400 749,700 793,800
Postage costs 0
Total costs - Household Charge 3,263,400 529,200 573,300 617,400 749,700 793,800
PV Benefits 9,923,625 1,609,236 1,743,339 1,877,442 2,279,752 2,413,855

PV Costs 3,137,885 508,846 551,250 593,654 720,865 763,269

Appendix 4 - Hospital charges cost benefit

COMBINED
Benefits Operating income 4,074,607 496,478 620,597 775,746 969,683 1,212,104
Staff savings 12,886,030 1,570,121 1,962,651 2,453,314 3,066,642 3,833,303
Total Benefits - Hopsital Charges 16,960,637 2,066,598 2,583,248 3,229,060 4,036,325 5,045,406
Costs IPU/An Post service charge 4,074,607 496,478 620,597 775,746 969,683 1,212,104
IT costs 27,436 27,436
Staff costs 3,469,177 660,000 676,500 693,413 710,748 728,517
Bank charges 474,059 59,577 59,577 93,090 116,362 145,452
Postage costs 0
Total costs - Hospital Charges 8,045,279 1,243,491 1,356,674 1,562,248 1,796,793 2,086,073
PV Benefits 16,308,305 1,987,114 2,483,892 3,104,865 3,881,082 4,851,352

PV Costs 7,735,845 1,195,664 1,304,495 1,502,162 1,727,685 2,005,839

IPU & AN POST ONLY
Benefits Operating income 4,074,607 496,478 620,597 775,746 969,683 1,212,104
Total Benefits - Hopsital Charges 4,074,607 496,478 620,597 775,746 969,683 1,212,104
Costs IT costs 27,436 27,436 0 0 0 0
Bank charges 474,059 59,577 59,577 93,090 116,362 145,452
Staff costs 3,469,177 660,000 676,500 693,413 710,748 728,517
Total costs - Hospital Charges 3,970,671 747,013 736,077 786,502 827,110 873,969
PV Benefits 3,917,892 477,382 596,728 745,910 932,387 1,165,484

PV Costs 3,817,953 718,282 707,767 756,252 795,298 840,355
NPV, Benefit/Cost ratio 99,939 1.03

GOVERNMENT
Total Benefits - Hopsital Charges 12,886,030 1,570,121 1,962,651 2,453,314 3,066,642 3,833,303
Costs Relocation costs 0
IPU/An Post service charge 4,074,607 496,478 620,597 775,746 969,683 1,212,104
Postage costs 0 0 0 0 0 0
Total costs - Hospital Charges 4,074,607 496,478 620,597 775,746 969,683 1,212,104
PV Benefits 12,390,413 1,509,731 1,887,164 2,358,955 2,948,694 3,685,868

PV Costs 3,917,892 477,382 596,728 745,910 932,387 1,165,484

IPU Report on the review of potential service contacts 54
Appendix 5 – Local Authority cost benefit

COMBINED
Staff savings 64,661,184 4,459,392 8,918,784 13,378,176 17,837,568 20,067,264
Total Benefits - LA payments 85,123,584 5,870,592 11,741,184 17,611,776 23,482,368 26,417,664
Costs IPU/An Post service charge 20,462,400 1,411,200 2,822,400 4,233,600 5,644,800 6,350,400
IT costs 31,282 31,282
Staff costs 1,346,400 264,000 270,600 270,600 270,600 270,600
Bank charges 2,455,488 169,344 338,688 508,032 677,376 762,048
Total costs - LA payments 24,295,570 1,875,826 3,431,688 5,012,232 6,592,776 7,383,048
PV Benefits 81,849,600 5,644,800 11,289,600 16,934,400 22,579,200 25,401,600

PV Costs 23,361,125 1,803,679 3,299,700 4,819,454 6,339,208 7,099,085

IPU & AN POST ONLY
Costs IT costs 31,282 31,282 0 0 0 0
Bank charges 2,455,488 169,344 338,688 508,032 677,376 762,048
Staff costs 1,346,400 264,000 270,600 270,600 270,600 270,600
Total costs - LA payments 3,833,170 464,626 609,288 778,632 947,976 1,032,648
PV Benefits 19,675,385 1,356,923 2,713,846 4,070,769 5,427,692 6,106,154

PV Costs 3,685,740 446,756 585,854 748,685 911,515 992,931

GOVERNMENT
Costs
Cost to IPU & An Post 20,462,400 1,411,200 2,822,400 4,233,600 5,644,800 6,350,400
Total costs - LA payments 20,462,400 1,411,200 2,822,400 4,233,600 5,644,800 6,350,400
PV Benefits 62,174,215 4,287,877 8,575,754 12,863,631 17,151,508 19,295,446

PV Costs 19,675,385 1,356,923 2,713,846 4,070,769 5,427,692 6,106,154

Appendix 6 – Assumptions
General assumptions
 Inflation rate of 2.5%
 Discount Rate of 4% - rate recommended for Government contracts
 Contract length 5 years based on Social welfare contract
 Cost per bank transaction €0.12 – based on current cost per laser transaction
 Postage Costs are €0.55 per transaction, based on current postage costs
 IT development costs have been estimated from our discussions with An Post. We have not
split this as it is commercially sensitive information.
Motor Tax assumptions

Operating income
 We have assumed a price of €2 per transaction for estimating operating income.
 Unit staff costs were €4.72 and we have taken a point that is less than half of this figure due to
the fact that a centralised shared services centre will be required to process and send out the
motor tax certificate.
 The potential OTC transactions have been estimated at 3.4 million, which is based on existing
OTC transactions of 2.6 million plus current postal transactions of 800,000.
 Based on these numbers we have calculated potential operating income below:
Assumed uptake 20% 40% 60% 80% 90%
Transactions 680,000 1,360,000 2,040,000 2,720,000 3,060,000
Potential revenues €1,360,000 €2,720,000 €4,080,000 €5,440,000 €6,120,000
Staff savings
 Staff savings have been estimated using the figures in the latest available Local Government
efficiency review 2008.
 Total administration costs for Motor Tax €24,481,411
Assumed uptake 20% 50% 60% 80% 90%
4,896,282 12,240,706 14,688,847 19,585,129 22,033,270
Staff costs
 Based on An Post survey and discussions with the IPU, it is believed that 3% of post offices
will require staff.
 For the household charge it is assumed that part time staff will required for 2 days.

 We have assumed that the cost of this staff will be €20,000 p.a ,
 Due to the high level of transactions it is likely that this person would be full time
Estimate of the potential staff cost:
Total Post offices 1,100
Require staff 3% 33
Average Salary 20,000
Total Additional Salary 660,000
Bank charges
 Bank charges estimates are calculated based on the potential number of transactions and the
existing costs of banking transactions
Transactions 680,000 1,360,000 2,040,000 2,720,000 3,060,000
Bank Charges €81,600 €163,200 €244,800 €326,400 €367,200
Postage costs
 Postage costs estimates are calculated based on the potential number of transactions and the
existing costs of postage (0.55c).
Transactions 680,000 1,360,000 2,040,000 2,720,000 3,060,000
Postage Costs €374,000 €748,000 €1,122,000 €1,496,000 €1,683,000
Banking assumptions
Operating income
 Assumed demand of banking based on current income (€6m)
 Potential demand calculated on potential Net Interest Income / current net interest income
AIB NIB Total
Existing contracts €, m €, m €, m
2010 Net Interest Income 790 143 933
Ulster Bank BoI Total
Potential contracts €, m €, m €, m
2010 Net Interest Income 1,010 780 1,790
 Operating income calculations:

Assumed uptake 10% 11% 12% 13% 15%
Assumed uptake 1,151,125 1,266,238 1,392,862 1,532,148 1,685,363
Potential revenue €1,151,125 €1,266,238 €1,392,862 €1,532,148 €1,685,363

Example: Year 1 - €6 m * 1,790/933*10% = €1,151,125
Staff savings
 Assumed 3 minutes per banking transaction
 Assumed productivity factor of 50%
 Assumed average bank teller salary of €25,000

Staff savings estimates:

a Operating income 1,151,125 €1,266,238 €1,392,862 €1,532,148 €1,685,363
b Price 1 1 1 1 1
c Total transactions (a*b) 1,151,125 1,266,238 1,392,862 1,532,148 1,685,363
d Time per transaction 3 3 3 3 3
e Total hours 6 6 6 6 6
f Total available time (e*60mins) 360 360 360 360 360
g Total transactions (f/d) 120 120 120 120 120
h Productivity factor 50% 50% 50% 50% 50%
i Assumed transactions (g*h) 60 60 60 60 60
j Number of working days 252 252 252 252 252
k Total annual transactions (i*j) 15,120 15,120 15,120 15,120 15,120
l Total number of staff (C/K) 76 84 92 101 111
m Average teller salary €25,000 €25,000 €25,000 €25,000 €25,000
n Salary savings (L*M) €1,903,316 €2,093,647 €2,303,012 €2,533,313 €2,786,645
Staff costs
 Staff costs same as motor tax assumptions
Household charge assumptions

Operating income
 Total number of households 1.8m based on Government estimates
 Price assumed to be €1 per transactions based on average billpay price
 Assumed Motor Tax OTC as driver for potential transactions
 Potential OTC transactions
Total household 1,800,000
Motor Tax Online uptake 51.00%
Potential OTC transactions 882,000
 Estimated operating income

Assumed uptake 60% 65% 70% 85% 90%
Over the counter 31% 33% 36% 43% 46%
Estimated demand 529,200 573,300 617,400 749,700 793,800
Assumed revenues €529,200 €573,300 €617,400 €749,700 €793,800
Staff savings
 Assumed staff cost for the household charge would be the same as motor tax staff costs per
transaction
Total Motor Tax admin staff cost 10,752,570
Total transactions 3,400,000
Cost per transaction €3.16

Estimated demand 529,200 573,300 617,400 749,700 793,800
Estimated staff/efficiency savings €1,673,606 €1,813,073 €1,952,540 €2,370,942 €2,510,409

Staff costs
will require staff.
 For the household charge it is assumed that part time staff will required for 2 days.
 We have assumed that the cost of this staff will be €20,000p.a , as they will be temporary staff
only and existing staff will complete the complex transactions
Require staff 3% 33
2 days a week 8,000
Bank charges
 Bank charges estimates are calculated on existing costs of banking transactions.
Transactions 529,200 573,300 617,400 749,700 793,800
Bank Charges €63,504 €68,796 €74,088 €89,964 €95,256
Hospital charges assumptions

Demand
 Total number of attendances & discharges - 6,060,518 – based on HSE Annual report
 Assumed uptake
Total Transaction 496,478 620,597 775,746 969,683 1,212,104
Uptake 8% 10% 13% 16% 20%
Benefits
 Price Assumed at €1 per transaction
Costs
 Development time – 2 weeks –An Post simple addition to billpay
 Testing – 1 week – based on conversations with An Post
Local Authority Payments Assumptions

Operating income
 Total Number of households - 1,800,000
 Assumed price of €1 based on average billpay cost per transaction
 Potential OTC local authority transactions:
Total Number of households 1,800,000
Motor Tax Online Uptake 51%
Potential OTC Transactions 882,000

 Estimated operating income:

Assumed uptake 20% 40% 60% 80% 90%
Water 176,400 352,800 529,200 705,600 793,800
Waste 176,400 352,800 529,200 705,600 793,800
Total Annual customers 352,800 705,600 1,058,400 1,411,200 1,587,600
Assume quarterly payments 1,411,200 2,822,400 4,233,600 5,644,800 6,350,400
Total Transactions 1,411,200 2,822,400 4,233,600 5,644,800 6,350,400
Potential Revenues €1,411,200 €2,822,400 €4,233,600 €5,644,800 €6,350,400
Staff savings
 Assumed staff cost for the household charge would be the same as motor tax staff costs per
transaction
Total Motor Tax admin staff cost 10,752,570
Total transactions 3,400,000
Cost per transaction €3.16
 Estimated staff savings:
Total Transactions 1,411,200 2,822,400 4,233,600 5,644,800 6,350,400
Potential Revenues €4,459,392 €8,918,784 €13,378,176 €17,837,568 €20,067,264
Staff costs
will require staff.
 Based on the potential number of transactions for the local authority it is assumed that part
time staff will required for 2 days.
 We have assumed that the cost of this staff will be €20,000p.a , as they will be temporary staff
only and existing staff will complete the complex transactions
Require staff 3% 33
2 days a week 8,000
Bank Charges
 Bank charges estimates are calculated on existing costs of banking transactions.
Total Transactions 352,800 705,600 1,058,400 1,411,200 1,587,600
Total Bank charges 42,336 84,672 127,008 169,344 190,512

Appendix 7 – PESTLE analysis
Political • significant cost reduction programs from the Government over the past years
• McCarthy Report 2009 – comments on potential for post office network to save costs
• liberalisation of the postal market has enabled more competitors to do business and
take over market share
• Government is thinking about outsourcing services to third parties to achieve own cost
reduction goals
• closing down of Local Government branches (i.e. Gardaí stations)
Economic • economic downturn puts pressure on all companies. This results in cost reductions and
search for cheaper alternatives for existing services (online banking vs. local branches)
• decreasing number of customers and revenue decreases the profit of the postal industry
• new competitors entering the market - national and internal companies are operating
the market and are competing for market share
Social • high importance of the local post office in smaller communities and rural areas in terms
of keeping the communities together (civic pride & community identity)
• safety and security – role of the post office network as a form of neighbourhood watch
• post offices are most likely the only local access point to services like finance and
dealing with the Government
• post offices are seen as a place to meet and socialise, especially among older people
• postmasters represent the Government in the rural areas
• more and more purchases are done online resulting in larger parcel volume and revenue
in this sector
Technology • increasing use of new technologies ( i.e. Email) threatens the traditional postal business
model
• hybrid mails and digital mails are replacing the tradition letter but those forms offer
huge potential to the post network
• tracking systems, packet stations and other services are benefiting from the trend
towards internet shopping
Legal • EU legislation to open the national postal market to competition
• data protection issues because An Post and the post office are dealing with sensitive and
private material
Environmental • Increasing environmental awareness
• movement from paper marketing to e-marketing further reduce mail volume

Appendix 8 – Post office network

Appendix 9 - An Post Turnover analysis
2007 2008 2009 2010 2011 %

€'000 €'000 €'000 €'000 €'000 Change
Turnover
Republic of Ireland
Postage: Letters & parcels 631,820 624,820 565,640 552,366 507,306 -20%
Postage: Elections and referendum 14,686 4,708 15,494 0 27,996 91%
Post Offices: Agency, remittance and related
services 154,321 156,407 163,950 171,438 171,613 11%
Other Services 29,042 18,547 19,783 36,197 41,598 43%
Interest Income 19,192 21,622 12,890 9,259 9,358 -51%
849,061 826,104 777,757 769,260 757,871 -9%
United Kingdom
Other Services 23,939 23,939 26,459 35,860 48,843 50%
Turnover 873,000 850,043 804,216 805,120 806,714 -8%
-
45,827
%
By Region 2007 2008 2009 2010 2011 Change
Republic of Ireland 849,061 826,104 777,757 769,260 757,871 -11%
United Kingdom 23,939 23,939 26,459 35,860 48,843 104%
Total 873,000 850,043 804,216 805,120 806,714 -8%
Republic of Ireland as % of Turnover 97.3% 97.2% 96.7% 95.5% 93.9%
%
By Revenue Type 2007 2008 2009 2010 2011 Change
Postage: Letters & parcels 631,820 624,820 565,640 552,366 507,306 -20%
Postage: Elections and referendum 14,686 4,708 15,494 0 27,996 91%
services 154,321 156,407 163,950 171,438 171,613 11%
Other Services 52,981 42,486 46,242 72,057 90,441 71%
Interest Income 19,192 21,622 12,890 9,259 9,358 -51%
873,000 850,043 804,216 805,120 806,714 -8%
%
Revenue Type as a percentage of total 2007 2008 2009 2010 2011 Change
Postage: Letters & parcels 72% 74% 70% 69% 63% -13%
Postage: Elections and referendum 2% 1% 2% 0% 3% 106%
services 18% 18% 20% 21% 21% 20%
Other Services 6% 5% 6% 9% 11% 85%
Interest Income 2% 3% 2% 1% 1% -47%

Appendix 10 - Retail services
Partner Services Partner Services

Welfare
Prize Bonds,
Pensions
Investment Products,
Childcare
PO Savings Bank
DSFA Child Benefit
Fixed Fines TV Licence – full

Penalty Payments Department of turnkey solution.
An Garda Comm., Marine and
Síochána Natural Resources
Bill payments Bill payments
Household budgets Household budgets
Bill payments,
Bill payments
Broadband Installations,
Household budgets
Engineering Support
Bill payments, Bill payments
Mobile phone eTopup Mobile phone eTopup
Agency Banking
Bill payments Services
Website Hosting Website Hosting

On-Line Banking, On-Line Insurance
Engineering Support
PKI Services Bill payments
Waste Labels
Bill payments
Household budgets
Personal Finance
Various Councils
Money Transfer
Rental payments
Worldwide
Waste Labels etc.
Gift Voucher Sale

Appendix 11 - An Post process map

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The future of the Post Office

2. Background to the post office network 14

4. Approach and options identification 28

5. Cost benefit analysis 37

Appendix 1 - Motor tax cost benefit 50

Appendix 2 – Banking cost benefit 51

Appendix 3 - Household charge cost benefit 52

Appendix 4 - Hospital charges cost benefit 53

Appendix 5 – Local Authority cost benefit 54

Appendix 7 – PESTLE analysis 60

Appendix 8 – Post office network 61

Appendix 9 - An Post Turnover analysis 62

Appendix 10 - Retail services 63

Appendix 11 - An Post process map 64

© 2012 Grant Thornton. All rights reserved.

AIB – Allied Irish Bank

© 2012 Grant Thornton. All rights reserved.

Background to this review

The Irish Postmasters Union

The post office network

© 2012 Grant Thornton. All rights reserved.

Table 1 – Retailers in Ireland

Figure 1 – Postage revenues – An Post 2007 - 2011

Revenues - Postage (€'000)

© 2012 Grant Thornton. All rights reserved.

Figure 2 - Retail revenues by type – 2011

Retail Revenue by type

Figure 3 – Post office size and revenues

Post Office Size Vs Revenue

1 Strategy for financial inclusion (2011) – Board of Social Finance Foundation

© 2012 Grant Thornton. All rights reserved.

Post office revenue by product type

Table 2 – % Revenue by type, by office type - 2010

Strengths and weaknesses of the post office network

Table 3 – Strengths and weaknesses

© 2012 Grant Thornton. All rights reserved.

Strategic Context: opportunities and threats

Table 4 – Opportunities and threats

© 2012 Grant Thornton. All rights reserved.

2 Banking Transactions 1.76 17,931 (10,166) 7,765

3 Household charges 2.68 13,062 (4,879) 8,183

4 Local authority payments 3.50 81,849 (23,361) 58,488

5 Hospital charges 2.11 16,308 (7,736) 8,572

© 2012 Grant Thornton. All rights reserved.

Table 6 – Split of total benefit

Non-quantifiable costs and benefits

 St. Vincent de Paul (SVP)

© 2012 Grant Thornton. All rights reserved.

© 2012 Grant Thornton. All rights reserved.

1.1. Background to the review

Table 1.1 – Post office network

1.2. Terms of reference

© 2012 Grant Thornton. All rights reserved.

1.3. Project methodology

Stage 1: Stage 2: Stage 3: Stage 4:

Phase 1: Planning of the review

Phase 2: Data gathering and consultations

 information provided by the IPU;

Phase 3: Data analysis