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Abstract
To maintain its relevance, the postal system must look at ways to innovate and optimize. It must optimize its use of resources and delivery of current services. It must employ innovation to develop new opportunities and services. The key will be to leverage its infrastructure and build on its strong community linkage, while taking advantages of emerging trends in information and communication technology. This study uses information gathered from the postal systems in Africa and other less developed settings. It also draws on postal expansion options identified by the Universal Postal Union (UPU) in the areas of e-post, e-commerce, e-government and e-finance, as a basis for a framework orientated to community service in southern Africa. This framework is designed to facilitate the development of a more effective postal research strategy that is well integrated into the overall business strategy of the post office, building on existing services and incorporating new e-postal services. This overall process should encourage regional and continental integration of postal services and foster citizen and community empowerment.