ZAMPOST TARGETS E-COMMERCE GROWTH THROUGH DIGITAL TRANSFORMATION

By Alain Kabinda

LUSAKA – Zambia Postal Services Corporation (ZamPost) is positioning itself to capture emerging business opportunities in e-commerce, courier services, digital financial inclusion and logistics as the country’s economy increasingly embraces digital transactions.

The strategy was highlighted during the 2026 World Post Day commemoration held under the theme, “One Postal Network, Infinite Possibilities,” where industry leaders called for modernisation, stronger partnerships and improved customer service to expand the commercial potential of the postal network.

Representing the Permanent Secretary at the Ministry of Technology and Science, Director of Planning and Information Derick Saboi said ZamPost’s nationwide infrastructure could help businesses reach customers beyond major urban centres.

Mr Saboi said the postal network had the potential to support online trade through parcel delivery, last-mile logistics, payment services and partnerships with financial institutions.

He said technology should complement the existing physical network, allowing businesses and households in underserved areas to access services and participate more fully in the economy.

Mr Saboi noted that ZamPost was pursuing initiatives to respond to the growth of e-commerce through partnerships, parcel delivery services and platforms that could enable banks, microfinance institutions and insurance companies to serve customers through post offices.

He said the expansion of these services could create new revenue opportunities for the corporation while helping small businesses reduce barriers to reaching customers in different parts of the country.

Mr Saboi also highlighted the need to modernise the legal and regulatory framework governing the postal sector to accommodate emerging business models in e-commerce, digital financial services and integrated logistics.

He said proposed reforms were intended to strengthen universal service obligations, consumer protection, postal security, licensing and regulatory oversight.

And speaking at the same event ZamPost Board Chairperson Annie Kalesha said the corporation’s nationwide footprint represented a valuable business asset that could be used to support commerce, logistics and public service delivery.

Ms Kalesha said the movement of goods, payments, documents and information was essential to economic growth, adding that postal infrastructure could help connect producers, businesses and consumers.

She cited ZamPost’s participation in national recruitment exercises as an example of how its existing network could be used to deliver services on a large scale.

Ms Kalesha urged public institutions and private businesses to consider partnerships with ZamPost to extend their reach, improve service delivery and create additional opportunities for the corporation.

She said greater collaboration could help the postal network expand its contribution to e-commerce, financial inclusion and national development.

ZamPost Postmaster General and Group Chief Executive Officer Lydia Lubobya said the corporation’s transformation was being guided by its 2023–2027 Strategic Plan, which prioritised stakeholder engagement, innovation and opportunities in digital services and e-commerce.

Mrs Lubobya said changing customer expectations and the growth of digital communication required postal operators to provide faster, more convenient and accessible services.

She said ZamPost’s expansion into courier solutions, digital services and financial inclusion demonstrated the potential to transform traditional post offices into broader service centres.

Mrs Lubobya stressed that commercial growth would depend not only on introducing new services, but also on improving customer experience through reliability, professionalism and efficient service delivery.

She called for investment in employee training, skills development and accountability to ensure that staff could support the corporation’s transformation and respond effectively to changing market demands.

Meanwhile, Zambia Information and Communications Technology Authority (ZICTA) Director Bernard Banda said the postal sector could support the Government’s Grow Zambia Agenda by helping manufacturers, artisans and small businesses access wider markets.

Representing the ZICTA Director General, Mr Banda said more than 142 postal operators had been licensed in Zambia as of June 2026, while the country recorded approximately 14.7 million fixed and mobile internet subscriptions at the end of the same month.

He said the growing use of online transactions created opportunities for postal and courier operators to provide dependable physical delivery services that connect digital purchases to customers.

Mr Banda said improved delivery services could help businesses increase sales, retain customers and build sustainable enterprises, while investment in transport, warehousing, technology and customer service could generate further economic opportunities.

He urged postal operators to strengthen parcel tracking, transparent pricing, customer care and complaint resolution to build public confidence and improve competitiveness.

ZICTA, he said, would continue promoting fair competition, consumer protection, investment and innovation within the sector.

The discussions at the commemoration pointed to several opportunities for ZamPost and other postal operators, including partnerships with banks and insurers, improved last-mile delivery, digital payment services and logistics solutions for online retailers.

However, the sector’s ability to convert these opportunities into sustainable business growth will depend on the reliability and affordability of its services, effective use of infrastructure, investment in digital systems and the development of partnerships that generate measurable commercial value.

For Zambia’s small businesses, a modern and dependable postal network could provide a practical route to customers in markets that might otherwise be costly or difficult to reach.

As e-commerce continues to create new ways of buying and selling goods, ZamPost’s challenge will be to turn its nationwide presence into a competitive advantage in the country’s evolving digital economy.