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Delivery-related problems are responsible for 68% of

the situations where e-shoppers abandon their ecommerce

purchases before finalising the order. These delivery

related problems include, amongst others, e-shoppers

discovering that they have to pay unexpectedly high

delivery costs after adding their items into the shopping

cart; items that cannot be delivered because of an

incomplete address, especially in rural areas or realising

that the expected delivery times are too long.

The delivery of products bought online is a rather

complex business arrangement with multiple layers

of contracts. The delivery value chain involves four

main stakeholder groups, with a variety of different

combinations and business models as follows:

a.

E-shoppers:

Buy products and delivery services from

e-retailers;

b.

E-retailers:

Buy delivery services from delivery

operators and logistics intermediaries;

c.

Delivery operators:

Deliver the products on behalf

of the e-retailers. Delivery operators may use other

delivery operators as subcontractors; and

d.

Logistics intermediaries:

Operate in the intersections

that exist between e-shoppers, e-retailers and

delivery operators.

Studies have found that most e-shoppers and

e-retailers are least satisfied with the following aspects

of the delivery of products as follows:

i. Low delivery prices;

ii. Delivery to the home address;

iii. Access to electronic delivery notifications and track

and trace; and

iv. Convenient return options.

While features, such as next-day delivery, Saturday or

evening delivery, and delivery to a post office or collection

point are considered less important. As noted above, the

home address is still the preferred delivery point and a

complete home address is an important factor that needs

to be fulfilled.

ADDRESS FOR ALL PROJECTS

MCMC and Pos Malaysia Berhad (PMB) are committed to

providing a world-class mail delivery service. However, in

order to provide those services PMB encounter several

key problems, especially in rural areas due to incomplete

addresses, unnumbered premises or disorganised and

inadequate mail delivery infrastructure. Various measures

have been taken and will be implemented to ensure that

all mail delivery problems encountered can be resolved.

There are approximately 12% or 1 million addresses

in Malaysia that are incomplete. Even in urban areas,

there are some locations that do not have premise

numbers. According to the Department of Statistics,

the average household size in Malaysia is 4 persons to

a household, which means there are 4 million people

without complete home addresses.

MCMC and PMB’s main intention is to ensure

that existing home and premise address system used

throughout the country, regardless whether they are

located in a city or outside of a city, meets international

standards as recognised by the Universal Postal Union

(UPU) and abides by the SIRIM Malaysia’s Standard S42.

PMB has already developed a database of addresses

known as ‘Address Information System’ to ensure

consistency of address system at the national and

international level.

In the AFA project implementation, PMB will carry

out a systematic method of preparation of a full address

that will contain the following information:

i. Number of premise’s structure;

ii. Street name or name of a specific village; and

iii. Postcode and city.

Incomplete address is defined as an address with

missing delivery information such as unavailable or

duplicate house numbers, no specific area or location

and so on. For example, it will be a challenge to make

deliveries to two different persons having the same name

and living in the same area if they do not have unique

home addresses. Without an address, communications

with the outside world will break down.

For effective implementation, AFA has come up with

the following 6 steps to improve the current delivery

system:

1.

Delivery Postmen provide the necessary

information:

Delivery Postmen who are experts

in their delivery area will provide information

such as location, geographical and other necessary

information. It will help to define a more accurate

location and information of the house or premise.

2.

AFA Task Force goes down to the ground to

collect information using GPS Tool

: The AFA

Task Force team will collect information, such as

the longitude and latitude information, original

house number (if any), type of house and so on.

3.

The information is plotted into a digital map

:

The data collected will be compiled and formatted

into a virtual image. The primary function of

this technology is to produce maps that will give

accurate representations of a particular area. Once

the data is plotted, the address numbering process

will then commence.

4.

The villagers are engaged for the assignment

of house numbers:

After the numbering process,

the map will be handed over to the villagers for

approval.

5.

House number plaque is installed at the premise:

A plaque will be installed at the house or premise

only after the approval of the villagers. Each plaque

will have a QR Code, which can be quickly read by

the postman using a smartphone application. These

QR Codes are used to store the household code, the

complete address and a PMB address finder webpage

link.

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