Deutsche Post’s management has defended its delivery personnel amidst a surge in complaints registered with the Federal Network Agency. Nikola Hagleitner, board member responsible for the Post & Parcel division, acknowledged the concerns but emphasized the operational capabilities of the company.
“We are highly efficient” Hagleitner stated, “While occasional disruptions occur, delays affecting individual deliveries of a few days are not indicative of systemic problems”. She stressed that every complaint remains a matter of serious concern.
The company is currently managing a significant volume of approximately 50 million deliveries daily, coinciding with a large-scale digitalization of operations and employing a workforce of 116,000 delivery personnel. This complex environment inevitably presents challenges.
Earlier this year, Deutsche Post adjusted its delivery timelines for letters. The previous deadline, guaranteeing delivery within one business day for 80% of mail, has been revised. The new standard mandates delivery within three business days for 95% of letters and within four business days for 99%.
Hagleitner explained that the altered timelines, intended to prioritize reliability over speed, may initially manifest as a larger volume of mail arriving at once, leading to a perception of delays and subsequently, increased complaints.
While defending the changes, Hagleitner also conceded operational difficulties. She cited the impact of a summer heatwave and a sudden, rapid increase in parcel volume, including a surprising rise in letter traffic. The company had previously implemented workforce reductions at the beginning of the year in response to a decrease in overall shipment volumes.
“This was unavoidable to maintain economic viability and preserve our capacity for investment” Hagleitner explained. “This led to instability in some areas, but we have responded by recruiting additional staff. We are now stabilizing.
Hagleitner further highlighted the evolving landscape of e-commerce, which introduces unpredictable promotional periods leading to surges in demand. Managing these fluctuating needs has become increasingly difficult. Additionally, the presence of other postal operators utilizing Deutsche Post’s infrastructure further complicates logistics.
